Terms & Conditions (updated Sep 2020)

You must read these Terms carefully before using Vetonlines services as they set out the basis on which we provide services to you. If you are unhappy with or do not agree with these Terms then you must exit the Vetonlines platform and cancel any appointment.



1.Vetonlines, registered address is 139 Wilbraham Road, Fallowfield, Manchester, M14 7DS (“Company”, “Vetonlines”, “we”, “us” or “our”) operates the website at www.vetonlines.co.uk and other related sites and mobile application (“App”) (collectively, the “Sites”) and operates the Vetonlines online (the “Online Service”).

All Services require payment.

The Online Service is not an emergency service, it is to be used for general advice only and is not intended to replace a physical examination by a veterinarian. If you think you need emergency assistance, you should take your pet to the nearest emergency veterinary practice.

You must not use the Services to seek medical advice for an animal that is unconscious, not breathing or gasping for air, experiencing an allergic reaction, uncontrollably bleeding, or showing any symptoms that require urgent veterinary attention. In a life-threatening emergency, you must take your pet to the nearest emergency veterinary practice immediately.

The information and views provided by the Pet Professionals through the Services are those of the individual Service Provider that you are obtaining information from and not necessarily the views of the Company, its Members, Managers, Consultants, other veterinarians, employees, agents, advertisers or affiliates. All information obtained directly or indirectly from the Services is provided at your own risk.

These Terms and Conditions (“Terms”) apply to your use of the Sites and the Services, and by accessing, registering to use or using any part of the Sites or the Services, or by downloading the App, you are deemed to have accepted and agree to be bound by these Terms in full.

If you do not agree to be bound by these Terms, you must leave the Sites, not register to use the Services and not download or delete the App (as appropriate) immediately.

By agreeing to these Terms, you warrant and represent that you are at least the age of majority in your country of residence.

We may need to revise these Terms, including the Charges in clause 4, at any time. We will do this by updating this posting. Where you have registered an Account (as defined in clause 7 below), we will try to notify you by email or when you next log in to your Account. In any event, you should check the Sites from time to time to review the then current Terms and Charges, because they are binding on you. If you do not agree to any changes, you must leave the Sites, delete the App(s), terminate your Account (in accordance with clause 5 below) and stop using the Services immediately.


Through the Sites, we operate the Online Service, which allows you to obtain information, guidance and/or advice from a range of animal health professionals (“Pet Professionals”). More information about the Online Service can be found at www.vetonlines.co.uk.

In certain circumstances the Pet Professionals may consider that your pet’s problems are best addressed other than through the Online Service and they may suggest that you should seek advice elsewhere, or in person.

As part of the Online Service, you will provide us with brief written details of the issue you would like to discuss (a “Request”), information about your pet including details of any medical history and the contact details for Your usual vet and hereby give permission for Vetonlines to contact them to request Your pet’s medical records. You hereby acknowledge and accept the limitations and risks of providing information relating to a pet that has not had a physical examination.

You accept that we may only provide the Services in accordance with these Terms if you provide us with all the information we need. Therefore, you must:

Provide all information you give to us or a Pet Professional is accurate and in English;

Seek further medical advice if you have any concerns about our Services or any information that we provide;

Follow any instructions you are given by us or the Pet Professional;

Follow any instructions regarding the use of any medicines or products we or the Pet Professionals recommend (including in respect of use-by dates);

Report any adverse or unexpected effects of treatments to us;

Keep any medicines the Pet Professionals give you securely and do not allow others (especially children) to use them;

Use our services only for yourself and your pet;

We rely on an accurate record of your use of Services in order to do this. You must not register more than once for our Services.

By submitting a Request, you agree to pay the Minimum Charge and any applicable Additional Charges in accordance with clause 4 below and confirm that you are the owner of the pet in question or that you have the authority of the owner or other appropriate authority to use the Online Service in relation to that pet and to disclose the details of that pet through the Online Service.

Your Request will be made available to the next available Pet Professional, who will review the Request and confirm a consultation as soon as possible. All consultations require an appointment.

During the consultation, the Pet Professional will discuss with you and assess your pet’s needs and, if possible, provide you with information, guidance and/or advice.

If the Pet Professional is able to provide any information, guidance and/or advice, if you request they can send you a follow-up written report summarising what they have told you.

You should never disregard medical advice received from Your primary veterinarian(s) or delay seeking advice from a veterinarian(s) because of information provided to You by a Pet Professional or that is otherwise provided to You through the Sites and/or the Services.

You acknowledge that if Your pet needs immediate medical attention that You should and will promptly take Your pet to the nearest emergency veterinary facility, in many cases recommended by your Pet Professional.

You agree that no Veterinarian-Client-Patient-Relationship (“VCPR”) is established in connection with the Site.

All consultation is recorded by Vetonlines for clinical purpose only, you may not record, in whole or in part, any chat conversation or video call with a Pet Professional.


We screen all of our Pet Professionals to ensure that you get the best possible information, guidance and advice available in the circumstances but, due to the nature of the field in which we operate and the services we facilitate, we cannot guarantee that any of the information, guidance or advice you may receive will achieve any specific results.

Some of our Pet Professionals are licensed professionals and/or members of a regulated profession (such as registered veterinary surgeons and veterinary nurses) and are bound by laws, regulations and codes of conduct that may, in certain circumstances, prevent them from being able to offer you specific guidance or advice or a formal diagnosis through the consultation Services. In those circumstances, the Pet Professional will let you know and will advise you on the most appropriate course of action to get the help that you and your pet need.

Any information, guidance or advice provided by our Pet Professionals will be based on the information that you provide to them in your Request and during the consultation, and their observations during the consultation. Therefore, it is your responsibility to ensure that all the information that you provide is complete and accurate, to the best of your knowledge.

The information, guidance and/or advice that you receive through the consultation Services will be based on the specific information that you provide through the consultation Services (including in your Request). As such, it may not be applicable generally or in relation to any other animal and you should not apply the information, guidance or advice you receive to any animal other than the pet in question, without the explicit confirmation from the relevant Pet Professional.

At the end of each consultation, you will be given the opportunity to provide a review of the Pet Professional who conducted the consultation. Your review will be used for our internal quality control purposes and we may (and you agree that we may) disclose your review to the relevant Pet Professional if we consider it necessary to properly address any issue you raise.


Your subscription will continue month-to-month until terminated, cancellation can be done anytime.

To use the Vetonlines service you must have Internet access and an appropriate device and provide us with one or more Payment Methods. “Payment Method” means a current, valid, accepted method of payment, as may be updated from time to time, and which may include payment through your account with a third party.

We may offer a number of subscription plans, including special promotional plans or subscriptions offered by third parties in conjunction with the provision of their own products and services. Some subscription plans may have differing conditions and limitations, which will be disclosed at your signup or in other communications made available to you.

The subscription fee for the Vetonlines service, will be charged on a monthly basis to your Payment Method on the calendar day corresponding to the commencement of the paying portion of your subscription. In some cases, your payment date may change, for example if your Payment Method has not successfully settled or if your paid membership began on a day not contained in a given month. When you choose to purchase an additional consult you will be charged on the day of purchase or in a period of 3-5 working days from the day of purchase.

You may update or cancel your membership by logging in to your account.

We may also update your Payment Methods using information provided by the payment service providers.

Following any update, you authorise us to continue to charge the applicable Payment Method.

You remain responsible for any uncollected amounts.

If a payment is not successfully settled, due to expiration, insufficient funds, or otherwise, and you do not cancel your account, we may suspend your access to the service until we have successfully charged a valid Payment Method.

For some Payment Methods, the issuer may charge you certain fees, such as foreign transaction fees or other fees relating to the processing of your Payment Method. Local tax charges may vary depending on the Payment Method used. You must check with your Payment Method service provider for details.

We may change our Vetonlines subscription service and the price of our service from time to time; however, any price changes or changes to our subscription service will apply to you no earlier than 30 days following a notice that would be sent to you.

You can cancel your subscription any time. Upon cancellation you will continue to have access to the service through the end of your chargeable billing period.

You can upgrade or downgrade your membership on the day your membership is renewed.

You can register up to 6 pets per household. You can discuss one topic per animal per consult.

To the extent permitted by the applicable law, payments are non-refundable and we do not provide refunds or credits for any partial-month subscription periods.

If you cancel your subscription, your account will automatically be closed at the end the chargeable billing period.


Consultations booked via the platform with the Pet Professionals are covered by your chosen plan. If you require an extra consult there is an option to purchase it. The cost of the additional consult is £5 and it will be charged on the day of purchase.

Each video/telephone consultation lasts up to 15 minutes. If the consultation lasts longer than 15 minutes, we may charge you for any additional time spent on the video consultation (the “Additional Charge”) (the Minimum Charge and the Additional Charge are referred to together as the “Charges”).

You need to register and pay for your subscription before you book the consult. Prior to booking an additional consult the payment is to be made by PayPal, using the details you provide in your Request.

We may refer overdue accounts to our debt collection agency. In the event that any invoice or other sum owed by you is not paid when due then, without prejudice to any other remedies available to us, we may at any time:

add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed (including but not limited to administrative costs and debt collection agency fees); and

issue notice to you that no further Veterinary Services will be provided to you.

You may cancel and or reschedule your appointment 1 hour before the appointment time. This can be done by logging into your account. If you are unable to do that please email your request 1 hour before the consult to: info@vetonlines.co.uk.

We will charge you in full if the Request is cancelled within 1 hour of the scheduled time.

You are entitled to a refund if:

you have been charged and

there is a technical issue caused by Vetonlines that means that you are unable to complete the Online consultation (this does not include any failure caused by the device or internet connection you use to access the Online Consultation Service); or

the Pet Professional considers that your pet’s problems are best addressed other than through the Online Consultation Service or is unable to provide you with any information, guidance or advice.

If you believe you are entitled to a refund, you must contact us as soon as possible in writing (by email to info@vetonlines.co.uk). We will then verify your entitlement to a refund and, if appropriate, complete the refund as soon as possible.


You are responsible for paying all the Charges due in connection with your use of the Services Online.

If you have pet insurance in place, you should be aware that your use of the Services and the associated Charges may or may not be covered (in full or at all) by your pet insurance, but you will still need to pay the Charges.

You must check with your pet insurance provider before using the Services if you intend to make a claim under your pet insurance policy.

There is a £5 charge for any new claims.


In order to access certain parts of the Sites or use the Services, you must register an account (“Account”) with us and provide certain details about you and your pet(s) (your “Account Details”).

You must keep your Account Details (including, but not exclusively, your contact and billing details) up to date and accurate at all times.

Each Account is for use by a single user only. You must not share your username and password with any other person.

You are responsible for ensuring your passwords and login details are kept securely, and therefore you will be responsible for all activity on your Account including any Charges that are incurred.

You must notify us immediately if you become aware of any unauthorised use of your password or Account.

Any personal information you submit on the Sites or through the Services and all electronic communications between you and us are governed by our Privacy Policy and Cookie Policy.

By registering an Account with us, you agree that you are happy to receive communications from us by email in relation to your Account or use of the Services, however you are allowed to change it any time by notifying us by sending an email to: info@vetonlines.co.uk.

We may communicate with you by telephone or by email (using the details you provide to us in your Account Details), by posting notices on the Website, or by sending you a message through the App(s), and you agree that any such email, notice or message will be deemed communication “in writing” for legal purposes.

You agree that we may pass on your Account Details and the information you provide in any Request to our Pet Professionals, however you are allowed to change it any time by notifying us by email to: info@vetonlines.co.uk.

Our Pet Professionals may keep notes and copies of the information that you provide and any information, guidance or advice they give through the Services, and you agree that they may use that information for any internal professional purposes as may be required by law or relevant regulation (such as for supervisory purposes).

We guarantee that each of our Pet Professionals is bound by an express contractual obligation with us to keep your personal information safe, secure and confidential.

We record consultations conducted through the Online Consultation Service for clinical record, quality control and monitoring purposes and keep records of the communications sen and received through the website in relation to the Services. By using the Services, you agree to us keeping such records.

In certain circumstances, we and/or our Pet Professionals may be required by law or regulation to disclose certain information that you provide. This includes, without limitation, in the event that there is a suspicion of animal abuse (including neglect) or any illegal or criminal activity.

You hereby consent to the Company obtaining your pet’s medical records from the person(s) you indicate as your primary veterinarian(s) and the Company providing information to such primary veterinarian relating to your usage of the Website and Services. You authorise copies or summaries of the medical records and images pertaining to your pets to be released to the Company by fax, first-class mail or by e-mail. You hereby consent to the Company’s storage of Your pet’s medical records in the Company’s system so that they can be reviewed by Pet Professional(s) you speak with or distributed to emergency or specialist referral hospitals at your request in the event that your pet might need emergency care at a time when your primary veterinarian(s) might not available to care for Your pet.


We reserve the right to suspend or terminate your Account and deny you access to the Sites and/or the Services at any time at our sole discretion and for any reason including, without limitation, if you are in breach of these Terms.

If your Account is suspended or terminated by us for any reason, you must not attempt to register another account.

You may terminate your Account at any time by logging into account and cancelling your subscription.

Any obligations or liabilities that have arisen or been incurred before the suspension or termination of your Account (including, but not exclusively, your obligation to pay any Charges incurred) must survive and remain enforceable despite such suspension or termination.

After termination of your Account, we reserve the right to keep a record of the information provided in relation to your Account and your use of the Services, in accordance with our Privacy and Cookie Statement.


While we use reasonable endeavours to ensure that the information on the Sites is correct, we cannot guarantee the accuracy and completeness of such information. Therefore, we may make changes to the material on the Sites at any time without notice. The material on the Sites may be out of date, and we cannot commit to update such material.

Any assurances or guarantees that we provide in relation to the Sites or the Services are set out in these Terms. Nothing in these Terms will affect your consumer rights. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.


If we fail to comply with these Terms, we are responsible for any loss or damage that you suffer that is a foreseeable result of our breach of the Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable.

Loss or damage are foreseeable if they are an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into this contract.

We do not exclude or limit in any way our liability for:

death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors (including our Pet Professionals);

fraud or fraudulent misrepresentation;

any other liability which cannot be excluded or limited under applicable law.

We shall not be liable to you for any indirect, special or consequential loss or damage, including with limitation:

loss of profit;

loss of goodwill;

loss of business reputation;

loss of savings;

loss of business;

loss of contract.

We also exclude, but only as far as legally possible, all terms and warranties or promises implied by law or by statute.

We will not be responsible for any failure to perform, or delay in performance, of any of our obligations under these Terms that is caused by you or any act or event beyond our reasonable control. In the event of any act or event beyond our reasonable control, we will notify you as soon as possible and the time for our performance of our obligations will be extended for the duration of the event outside our control. You may cancel your Request if an event outside our control takes place that delays our ability to provide the Services and you no longer wish to use the Services.


While we use our reasonable endeavours to ensure that the Sites and the Online Service are available 24 hours a day, we cannot be held responsible if, for any reason, the Sites (or any of them) or the Online Service are unavailable at any time or for any period.

Access to the Sites and/or the Online Service may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.

The availability of the Online Service is dependent on the availability of a Pet Professional at the time you submit your Request. If no Pet Professional is available at that time, we will do what we can to get the next available Pet Professional to contact you as soon as possible using the details you provide, to try to set up a consultation.


You may not resell or make any commercial use of the Sites or the Services or any information provided on or through the Sites or the Services without our prior written consent.

You may not use the Services to contact our Pet Professionals for any reason other than to seek information and guidance for your pet in accordance with these Terms.

In addition to other prohibitions set out in these Terms, you are prohibited from using the Sites, the Services or any information or content provided on or through the Sites or the Services for any or in any way in contravention of our Acceptable Use and Intellectual Property Policy.

You must comply with our Acceptable Use Policy.


If you do anything which is a criminal offence under the Computer Misuse Act 1990 (such as for example introducing viruses, worms, Trojans and other technologically harmful or damaging material) your right to use the site will end immediately, we will report you to the relevant authorities and provide them with details of your identity.

You must not try to obtain access to our server or any connected database or make any ‘attack’ on the site.


We are the owner or licensee of all intellectual property rights in the site including any databases that hold relevant information about the site. If you do not use the materials in line with these Terms and this paragraph specifically, you lose your right to use our site, and must destroy or return any copies of documents you have made of it or any part of it. We reserve all our rights conferred to us by law to remedy any such breach.

Provided that you comply with these Terms, we grant you a limited non-exclusive, non-transferable licence to access the Sites, to use the Services and to download and install a copy of the App on any compatible device that you own or control and to run such copy of the App for your own personal use in accordance with these Terms.


Certain content, products and services available on the Sites and through the Services may include materials from third-parties.

Third-party links on the Sites may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. You must direct complaints, claims, concerns, or questions regarding third-party to the third-party.


Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

The Terms govern the relationship between you and Vetonlines and are not enforceable by any other person. The Contracts (Rights of Third Parties) Act 1999 will not apply to these Terms.

Neither party’s failure to exercise or enforce any right or provision of these Terms will be deemed a waiver of such right or provision.

These Terms (and your use of the Sites and the Services) must be governed and interpreted in accordance with the law of England, Scotland and Wales. The parties agree to submit any disputes arising out of or in connection these Terms and from your use of the Sites and the Services to the exclusive jurisdiction of the Courts of England, Scotland and Wales.

Any client from outside the UK must submit any complaint and legal dispute to the Jurisdiction of the courts of England, Scotland and Wales and can NOT submit any legal complaint or dispute in their own legal jurisdiction country.


If you have any questions or complaints about the Services or about these Terms, please send us a message via our contact form or by email to info@vetonlines.co.uk.