Pet365 Ltd
Last Updated: 02/06/2026
By accessing or using the Services, you agree to be bound by these Terms and Conditions.
Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or any other applicable law.
AI Chat means the automated artificial-intelligence chat and triage system forming part of the Services.
Clinical Protocols means the processes, workflows and decision logic, including AI logic, used by the Supplier to operate the Services.
Customer, you or your means the pet owner who accesses and uses the Services.
Data Protection Legislation means all applicable UK data protection and privacy legislation including the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations.
Incident ID means the unique reference generated for each interaction or consultation.
Services means the digital pet triage, guidance and escalation services provided by the Supplier as described in Schedule 1.
Supplier, we, us or our means Pet365 Ltd, registered in England and Wales under company number 16232208, with registered office at [Insert Address].
Third Party means any party other than you and the Supplier, including pharmacies, tele-veterinary providers, insurers, hosting providers and technology providers.
2.1 The Services consist of an AI-driven digital chat triage service which may, where appropriate, escalate your interaction to a fully trained human operative.
2.2 The Services are designed to provide information, guidance and signposting only.
2.3 The Services:
2.4 Remote consultations are subject to availability and may be limited depending on usage caps or sponsor arrangements.
3.1 You must be at least 18 years old to use the Services.
3.2 The Services may only be used in relation to your own registered pet.
3.3 The Services are limited to dogs and cats only.
3.4 You must not use the Services for any other species or for any third party's pet.
3.5 You must create a pet profile before initiating an AI Chat interaction.
4.1 The Services are not designed for emergencies.
4.2 If your pet is experiencing respiratory distress, seizures, uncontrolled bleeding, collapse, unconsciousness, severe trauma, suspected poisoning or any other potentially life-threatening condition, you must immediately contact an emergency veterinary provider.
4.3 The AI Chat may identify circumstances that appear to indicate an emergency and will inform you accordingly, but you remain solely responsible for seeking urgent veterinary treatment.
5.1 Each registered pet is permitted an unlimited number of AI Chat interactions.
5.2 A maximum of six escalations per calendar year are permitted per registered pet where an AI Chat interaction is escalated to a human operative, including an RCVS-registered Veterinary Nurse.
5.3 A calendar year means 1 January to 31 December. Unused escalations do not roll over.
5.4 Where a pet reaches the escalation limit, we may restrict or suspend further human escalation and will recommend that you seek an in-person veterinary consultation.
5.5 AI Chat interactions that are not escalated to a human operative do not count towards the limit.
6.1 The Services may result in one or more of the following outcomes:
6.2 Any referral to a Third Party is provided for convenience only and does not constitute endorsement.
7.1 Where the Services refer you to a Third Party, that Third Party operates under its own terms and professional responsibilities.
7.2 We do not control and are not responsible for:
7.3 Where prescriptions are discussed, issuance is subject to professional and regulatory requirements. We do not guarantee that prescriptions will be provided.
You agree that you will:
9.1 We warrant that we have the right to make the Services available to you, either directly or through Third Parties.
9.2 We will provide the Services with reasonable care and skill as required by the Consumer Rights Act 2015.
9.3 Where any part of the Services is provided, hosted or supported by a Third Party, we give no warranty as to the performance, availability, accuracy or suitability of that Third Party's systems, services or professional advice.
9.4 We do not warrant that the Services will be uninterrupted, error-free or continuously available.
9.5 Except as expressly stated, all warranties and conditions are excluded to the fullest extent permitted by law.
10.1 You acknowledge and agree that:
10.2 The AI Chat and any remote consultation do not constitute a definitive diagnosis.
10.3 Failure to provide complete or accurate information may affect the reliability of guidance.
10.4 Use of the AI Chat alone does not establish a formal Veterinary-Client-Patient Relationship under RCVS rules.
10.5 Where a consultation is conducted by an RCVS-registered Veterinary Nurse or other qualified professional, the existence and scope of any professional relationship is determined in accordance with applicable professional standards.
10.6 We do not warrant that:
10.7 You remain solely responsible for deciding whether and when to seek professional veterinary care.
11.1 Where you purchase Services directly from us, fees will be displayed before payment and include VAT where applicable.
11.2 If you purchase digital Services directly as a consumer, you have a 14-day cooling-off period under the Consumer Contracts Regulations 2013.
11.3 If you request immediate access during the cooling-off period and the Service is fully performed, you may lose your right to cancel.
11.4 Where Services are provided through an employer, insurer or other sponsor, payment terms are governed by that sponsor's agreement with us.
12.1 Nothing in these Terms excludes or limits liability for:
12.2 Subject to clause 12.1, we shall not be liable for:
12.3 Our total liability to you shall not exceed the amount paid by you for the Services in the 12 months preceding the claim.
13.1 All intellectual property rights in the Services, the AI Chat, the Clinical Protocols and the underlying technology belong to the Supplier or its licensors.
13.2 You are granted a limited, non-exclusive, non-transferable right to access and use the Services for personal, non-commercial use only.
14.1 You are the data subject and the Supplier is the data controller.
14.2 We may collect and process personal data relating to you and your pet, including contact details, pet details, triage data, consultation notes and referral information.
14.3 We may disclose personal data to Third Parties where necessary to deliver the Services, including tele-veterinary providers, pharmacies, hosting and communications providers and operational partners.
14.4 All Third Parties are required to process personal data in accordance with applicable Data Protection Legislation.
14.5 Further details are set out in our Privacy Policy.
15.1 We may suspend or terminate your access if you misuse the Services, breach these Terms or behave abusively towards staff or operatives.
15.2 We may also suspend the Services for maintenance, security or operational reasons.
16.1 We may update these Terms from time to time.
16.2 Continued use of the Services after updates constitutes acceptance of the revised Terms.
17.1 These Terms are governed by the laws of England and Wales.
17.2 The courts of England and Wales have exclusive jurisdiction.
The Supplier shall provide a twenty-four hours per day, seven days per week digital AI chat triage service.
The AI Chat will collect information about your pet and the presenting issue and generate an outcome using the Clinical Protocols.
Each interaction may generate an Incident ID for tracking and continuity purposes.
Where escalation is required, your interaction will be passed to a fully trained human operative, which may include an RCVS-registered Veterinary Nurse or other suitably trained personnel.
The AI Chat may identify emergency situations and will clearly inform you when urgent veterinary attention is required.
