Our Policies

Terms and Conditions

Last Updated: 9 June 2026

These Terms and Conditions (“Terms”) govern your access to and use of the websites, mobile applications, digital tools, animal health services, telehealth services, GPS tracking services, AI tools, e-commerce stores, subscriptions, products and related services operated by Ask A Vet Solutions Pty Ltd, Australian Premium Animal Products Pty Ltd, and their related entities, affiliates, successors and assigns (“we”, “us”, “our”).

These Terms apply to our brands, websites, apps, products and services, including but not limited to:

ASK A VET™
Veterinary telehealth, vet chat, AI pet health information, health tracking, GPS tracking, pet profiles, farm animal profiles, reminders, QR/NFC identification, community warnings, device integrations, subscriptions and related app services.

ASK A VET MEDS™
Animal medications, supplements, prescriptions where permitted, pharmacy-related services and animal health products.

WOOPF™
Dog products, accessories, toys, beds, collars, leads, harnesses, health products and related dog care goods.

PURRZ™
Cat products, toys, beds, litter, accessories, health products and related cat care goods.

HORSETON™
Horse products, equine health products, equipment, accessories and related horse care goods.

These Terms also apply to any other animal health, animal product, veterinary technology, tracking, telehealth, e-commerce, subscription, marketplace or related brand, app, website or service that we operate now or in the future, unless separate terms are provided.

By accessing or using our websites, apps or services, including askavet.com, woopf.com, purrz.com, horseton.com, any related mobile application, or any other website, store, app or platform we operate, you agree to be bound by these Terms.

If you do not agree to these Terms, you must not access or use our Services.

 

 

1. Definitions

In these Terms:

Animal means any pet, companion animal, farm animal, horse, bird, reptile, aquatic animal, livestock animal or other animal entered into or discussed through our Services.

App means any mobile application operated by us, including the ASK A VET™ app and related veterinarian, owner, farm, tracking, telehealth or health management applications.

Content means text, images, videos, data, documents, health records, comments, reviews, photos, videos, chat messages, reports, AI responses, device data, community warnings and other material uploaded, entered, generated or displayed through the Services.

Services means our websites, apps, telehealth services, vet chat services, AI tools, tracking services, subscriptions, e-commerce stores, devices, products, customer support, community features and related services.

User, you or your means any person who accesses or uses the Services, including animal owners, carers, family members, farm staff, veterinary professionals, customers, wholesale customers and website visitors.

 

 

2. Access and Use of Services

Access to our Services is provided on a temporary and conditional basis.

We may update, modify, suspend, restrict, withdraw or discontinue any part of the Services at any time, with or without notice.

You must only use the Services for lawful purposes and in accordance with these Terms.

You must not misuse our Services, including by attempting to hack, reverse engineer, overload, scrape, spam, transmit malicious code, bypass security controls, interfere with functionality, access another user’s account, or use the Services in a fraudulent, unlawful or harmful way.

We do not guarantee that the Services will always be available, uninterrupted, secure, error-free or compatible with every device, operating system, browser, country, network or platform.

 

 

3. Eligibility

You must be at least 18 years old to create an account, purchase products, book veterinary services, purchase subscriptions, access telehealth services or use paid features.

If you use the Services on behalf of another person, business, clinic, farm, organisation or animal owner, you confirm that you have authority to do so.

If you enter information about an animal, you confirm that you are the owner, authorised carer, authorised staff member, veterinarian, or otherwise have lawful permission to provide and access that information.

We may refuse access, suspend accounts, cancel orders or restrict features where we reasonably believe there has been misuse, fraud, breach of these Terms, animal welfare risk, unlawful conduct, or a risk to other users, animals, staff, veterinarians or our business.

 

 

4. Privacy Policy

Our Privacy Policy explains how we collect, use, store, disclose and protect personal information, animal health information, location information, payment-related information, device information and other data.

By using our Services, you agree that we may handle information in accordance with our Privacy Policy.

Some Services may require the collection or processing of personal information, sensitive information, location data, health-related animal data, device data, images, videos, chat messages, telehealth records or payment information.

You are responsible for ensuring that any personal information you provide about yourself or another person is accurate and provided with proper authority or consent.

If you do not provide required information, some Services may not function properly or may not be available.

 

 

5. Veterinary and Animal Health Disclaimer

ASK A VET™ provides veterinary telehealth, vet chat, AI-generated information, health tracking, reminders, GPS tracking, pet care tools and animal health support services.

These Services are designed to assist with animal care, record keeping, communication, awareness and general guidance.

They do not replace:

  • an in-person veterinary examination;

  • emergency veterinary care;

  • diagnostic testing;

  • a veterinarian-client-patient relationship where legally required;

  • professional clinical judgment;

  • treatment by a veterinarian;

  • ongoing care from your regular vet.

You should always seek in-person veterinary care where your animal requires examination, diagnosis, treatment, medication, imaging, surgery, hospitalisation, urgent care, emergency care or monitoring.

We do not guarantee any diagnosis, treatment outcome, cure, recovery, prevention of disease, prevention of injury, behaviour result, GPS recovery result, health improvement or product result.

You remain responsible for your animal’s care, supervision, safety, treatment decisions and veterinary follow-up.

 

 

6. Emergencies

ASK A VET™ telehealth, vet chat, AI Vet, health tracking, reminders, GPS tracking and app notifications are not emergency services.

If your animal is experiencing an emergency, you must seek immediate in-person veterinary care.

Emergency signs may include, but are not limited to:

  • difficulty breathing;

  • collapse;

  • seizures;

  • severe bleeding;

  • trauma;

  • suspected poisoning;

  • inability to urinate;

  • severe pain;

  • bloat or abdominal distension;

  • heatstroke;

  • severe vomiting or diarrhoea;

  • pale gums;

  • paralysis;

  • inability to stand;

  • severe weakness;

  • labour, whelping, foaling or birthing complications;

  • rapid deterioration;

  • any condition where delay could cause harm.

Do not rely on the App, AI Vet, vet chat, telehealth, reminders, notifications or GPS alerts in an emergency.

 

 

7. Telehealth and Vet Chat

ASK A VET™ may provide access to veterinary telehealth consultations, video calls, in-app messaging, written advice, triage support, follow-up support and related veterinary communication services.

Veterinary advice provided through the Services is based on the information you provide, including history, photos, videos, symptoms, health logs, device data, medications, diet, environment, age, breed, reproductive status and other relevant details.

The accuracy and usefulness of any advice may be affected if the information you provide is incomplete, inaccurate, outdated, unclear, delayed or misleading.

Telehealth may not be legally available for every type of advice, diagnosis, prescription, location, species, condition or animal. We may refuse, limit or cancel telehealth services where in-person care is required or where providing advice would breach legal, professional or animal welfare obligations.

We may recommend that you seek an in-person veterinary examination, diagnostic testing, emergency treatment, referral or follow-up with your regular veterinarian.

Vet chat and telehealth services are not a substitute for responsible ownership, monitoring, in-person care, emergency treatment or compliance with veterinary advice.

 

 

8. AI Vet and Automated Health Insights

ASK A VET™ may provide AI-generated information, automated health summaries, pattern recognition, risk indicators, symptom explanations, triage suggestions, health insights, device-based alerts, reminders or suggested next steps.

AI-generated content is provided for general informational and support purposes only.

AI Vet may be incomplete, inaccurate, outdated, delayed, inappropriate for your animal, or based on incorrect assumptions. AI Vet may not understand the full clinical context and may not identify serious or urgent conditions.

You must not rely on AI-generated content as the sole basis for diagnosis, treatment, medication use, emergency decisions, breeding decisions, surgery decisions, euthanasia decisions, or any other significant animal health decision.

AI Vet does not replace a veterinarian, physical examination, diagnostic testing, emergency care or professional clinical judgment.

We may use de-identified, aggregated or anonymised data to improve our Services, animal health insights, algorithms, products, user experience and research, in accordance with our Privacy Policy.

 

 

9. User-Entered Animal Information

You are responsible for the accuracy of information you enter into the Services, including:

  • animal name;

  • species;

  • breed;

  • age;

  • sex;

  • neuter status;

  • pregnancy or breeding status;

  • weight;

  • medications;

  • allergies;

  • vaccination history;

  • parasite prevention;

  • medical history;

  • diet;

  • symptoms;

  • photos;

  • videos;

  • behaviour;

  • health logs;

  • location settings;

  • device settings;

  • veterinary records;

  • owner or carer details.

We are not responsible for loss, harm, incorrect advice, missed alerts, inaccurate recommendations or service limitations caused by incomplete, inaccurate, delayed, outdated or misleading information provided by you.

You must not enter false information, impersonate another person, misrepresent ownership of an animal, or upload information you do not have permission to provide.

 

 

10. Health Tracking, Logs and Reminders

The ASK A VET™ app may allow you to record, monitor or display information including activity, walking, sleep, temperature trends, barking, movement, weight, medication reminders, vaccination records, parasite prevention, food, water, stool, urination, vomiting, regurgitation, behaviour, seizures, lameness, skin, coat, ears, eyes, breathing, dental care, reproduction and other animal care information.

Health logs, graphs, trends, reminders and alerts are support tools only.

They may be inaccurate, incomplete, delayed, missed, blocked by phone settings, affected by device settings, affected by connectivity, or affected by user error.

You remain responsible for your animal’s medication schedule, vaccination schedule, parasite prevention, veterinary visits, treatment compliance, health monitoring and safety.

We do not guarantee that the Services will detect every illness, injury, abnormality, emergency, behavioural change, pregnancy issue, reproductive issue, escape event or health risk.

 

 

11. GPS Tracking, Location Services and E-Fence Alerts

ASK A VET™ may provide GPS tracking, live location, location history, virtual fences, escape alerts, QR/NFC identification, finder tools, activity zones, behaviour mapping and related safety features.

GPS and location-based services may be affected by:

  • satellite availability;

  • mobile network coverage;

  • SIM coverage;

  • Wi-Fi availability;

  • Bluetooth availability;

  • UWB availability;

  • battery level;

  • device settings;

  • phone settings;

  • subscription status;

  • environmental interference;

  • buildings;

  • trees;

  • weather;

  • terrain;

  • firmware;

  • software bugs;

  • device damage;

  • collar fit;

  • hardware failure;

  • third-party service interruptions.

We do not guarantee continuous, real-time, uninterrupted or perfectly accurate location tracking.

GPS tracking, QR/NFC tags, e-fence alerts and escape notifications are support tools only. They do not replace responsible supervision, secure fencing, leads, collars, microchipping, identification tags, training or other safety measures.

You are responsible for ensuring that any tracker, collar, tag, battery, attachment or connected device is fitted safely, used appropriately, charged, maintained and checked regularly.

 

 

12. QR/NFC Identification Tags

ASK A VET™ may provide QR codes, NFC tags, digital pet profiles or identification tools that allow a finder to access information you choose to make available.

By activating a QR/NFC profile, you understand that certain information may be visible to anyone who scans the tag or accesses the public profile.

You are responsible for deciding what contact details or animal information to display.

QR/NFC identification tools are not a replacement for microchipping, legal registration, secure containment or responsible supervision.

We do not guarantee that a lost animal will be found, scanned, identified, returned or safely recovered.

 

 

13. Devices, Trackers and Hardware

We may sell or support trackers, collars, batteries, tags, sensors, accessories and other hardware.

Device performance may vary depending on use, species, breed, coat, activity level, size, fit, network conditions, firmware, software, environment and charging habits.

Water resistance, battery life, durability, tracking accuracy, sensor readings and connectivity may vary from product descriptions due to real-world conditions.

You must follow all fitting, safety, charging, cleaning, use and maintenance instructions.

You must not use a device where it causes rubbing, discomfort, injury, overheating, choking, entanglement, behavioural distress or any other safety concern.

You are responsible for regularly checking your animal, the device, collar fit, skin condition, battery condition and attachment points.

We are not responsible for damage or injury caused by misuse, unsafe fitting, failure to monitor, unauthorised modification, chewing, impact damage, water exposure beyond product limits, failure to charge, use outside instructions, or use on animals for which the product is unsuitable.

 

 

14. User Accounts

You may need to create an account to access certain Services.

You are responsible for maintaining the confidentiality of your login details and for all activity under your account.

You must notify us promptly if you believe your account has been accessed without permission.

We may require identity, contact, payment, veterinary, ownership or animal-related information to provide certain Services.

We may suspend, restrict or terminate accounts that breach these Terms, misuse the Services, create risk, violate law, abuse staff or veterinarians, submit false information, fail to pay, or interfere with other users.

 

 

15. Family Sharing, Staff Access and Farm Accounts

The Services may allow you to invite family members, carers, pet sitters, farm staff, veterinarians, trainers or other users to access an animal profile, farm profile, device, chat, record or account.

You are responsible for who you invite and what access you give them.

Invited users may be able to view, add, edit or delete information depending on their permission level.

You must only invite people who are authorised to access the relevant animal, farm, household, device or health information.

We are not responsible for misuse, errors, deletion, incorrect entries or unauthorised sharing caused by people you invite or allow to access your account.

 

 

16. Subscriptions and Premium Features

ASK A VET™ may offer free and paid subscription plans.

Paid plans may include features such as advanced health tracking, AI insights, GPS tracking, device integrations, vet chat credits, telehealth access, family sharing, farm team access, reminders, notifications, data storage, reports, premium support, hardware services or other features described at the time of purchase.

Subscription features, prices, currencies, inclusions, billing periods, renewal terms, free trials, promotions and availability may vary by country, platform, app store, device, plan and time.

Unless cancelled before renewal, subscriptions may automatically renew according to the billing terms shown at checkout.

If you purchase a subscription through Apple App Store, Google Play, Stripe, RevenueCat, Shopify or another third-party payment provider, your payment, renewal, cancellation, refund rights and account management may also be governed by that provider’s terms.

You are responsible for cancelling subscriptions through the same platform or provider used to purchase them, unless we tell you otherwise.

We may change subscription pricing, features or plan structures from time to time. Where required, we will provide notice or obtain consent before changes apply to an existing paid subscription.

 

 

17. Premium Pets and Account-Based Upgrades

ASK A VET™ may allow users to create multiple or unlimited free animal profiles, depending on the plan available at the time.

Where a premium subscription applies to an account, premium features may apply to all eligible animals under that account rather than to individually selected animals.

If you upgrade to a premium plan, all eligible animals under that account may be upgraded together.

Users may not upgrade only one animal while using premium account features for other animals, unless we expressly offer that option.

The exact pricing, billing method and animal/profile inclusions will be shown at the time of purchase.

 

 

18. Vet Chat Credits

Premium plans may include a limited number of included vet chats per billing period, as described in the plan at the time of purchase.

Unless stated otherwise, the ASK A VET™ Premium plan includes two included vet chats per monthly billing period.

A vet chat is counted when a chat is started.

A chat ends when:

(a) the veterinary professional ends the chat;
(b) the user ends the chat; or
(c) there has been no message activity in the chat for 24 hours.

All inactive chats may automatically close after 24 hours of inactivity.

Unused vet chat credits do not roll over to future billing periods unless expressly stated.

Vet chat credits have no cash value, are not transferable, and cannot be exchanged for refunds, products, subscriptions or other services.

Vet chats are not emergency services.

 

 

19. Telehealth Bookings, Cancellations and Refunds

Telehealth consultations may require payment at the time of booking.

You are responsible for attending the consultation at the scheduled time and ensuring that your device, internet connection, microphone, camera and app access are working.

If you miss a consultation, cancel late, fail to provide required information, or are unavailable at the scheduled time, the consultation fee may be non-refundable.

Unless stated otherwise at booking, cancellations made within 2 hours of the scheduled consultation time may be non-refundable, except where required by law.

If we cancel a consultation or are unable to provide the service due to our fault, we may offer a reschedule, credit or refund, depending on the circumstances and applicable law.

Consultation and telehealth service fees are non-refundable once the service has been delivered, except where required by law.

 

 

20. Terms of Sale

When purchasing products, subscriptions, services or digital goods through our websites, apps or stores, the following terms apply.

20.1 Orders

Orders placed through our Services are offers to purchase and are subject to acceptance by us.

We may accept or reject an order for any lawful reason, including stock availability, pricing errors, suspected fraud, delivery limitations, legal restrictions, prescription requirements or payment issues.

A contract is formed only when we confirm acceptance of your order or dispatch the product, depending on the nature of the purchase.

20.2 Pricing and Availability

Prices, product descriptions, subscription inclusions, delivery options, discounts and availability may change without notice.

We try to ensure that information is accurate, but errors may occur.

If we identify an error in pricing, description, availability, shipping cost or promotion, we may contact you to confirm whether you wish to proceed, amend the order, cancel the order or receive a refund.

20.3 Payment

Payment must be made using an accepted payment method at the time of purchase, unless we agree otherwise.

By placing an order, you confirm that your payment details are valid, authorised and that you have permission to use the payment method.

You are responsible for any bank fees, currency conversion fees, taxes, duties, import charges or third-party payment fees that apply.

20.4 Taxes, Duties and Import Charges

Prices may or may not include GST, VAT, sales tax, duties or import charges, depending on your location and the sales channel.

International customers are responsible for customs duties, import taxes, clearance fees and compliance with local import laws unless stated otherwise at checkout.

We are not responsible for delays, seizure, return or destruction of products caused by customs restrictions, import rules or failure to pay duties or taxes.

 

 

21. Shipping and Delivery

Delivery estimates are estimates only and are not guaranteed.

Delivery may be delayed due to postal delays, customs delays, courier issues, stock availability, weather, public holidays, address errors, payment checks, supplier issues or events outside our control.

Risk of loss or damage passes to you when the product is delivered to the delivery address, left in accordance with delivery instructions, collected by you, or otherwise treated as delivered by the carrier.

You are responsible for providing accurate delivery information.

We are not responsible for loss, delay or failed delivery caused by incorrect addresses, unavailable recipients, refusal to accept delivery, failure to collect parcels, customs issues or carrier limitations.

 

 

22. Returns, Refunds and Consumer Guarantees

Nothing in these Terms excludes, restricts or modifies any rights you may have under the Australian Consumer Law or any other applicable consumer protection law that cannot lawfully be excluded.

Where the Australian Consumer Law applies, products and services come with consumer guarantees that cannot be excluded.

Subject to your non-excludable legal rights, we may accept returns within 30 days for unused products in original condition and packaging.

Returns may not be accepted for:

  • opened medications;

  • prescription products;

  • supplements;

  • food or ingestible products;

  • health products;

  • hygiene-sensitive items;

  • personalised products;

  • custom products;

  • used products;

  • damaged products caused by misuse;

  • digital products already delivered;

  • telehealth services already delivered;

  • subscription periods already used.

This does not limit any rights you may have where a product or service fails to meet a consumer guarantee or other non-excludable legal requirement.

You must contact us before returning an item so we can provide return instructions.

Unless we provide another return address, approved returns should be sent to the address listed in Section 43.

You are responsible for return postage unless the product is faulty, not as described, or we are otherwise required by law to pay return costs.

Refunds will generally be issued to the original payment method.

 

 

23. Medications, Prescriptions and Animal Health Products

ASK A VET MEDS™ may provide access to animal medications, supplements, prescription products, pharmacy-related services and other animal health products, subject to legal and veterinary requirements.

Some products may require a valid prescription, veterinarian approval, health history, consultation, identity verification or other information before they can be supplied.

We may refuse, delay or cancel orders for medications, supplements or health products where:

  • a prescription is required and not provided;

  • supply would be unlawful;

  • supply would be clinically inappropriate;

  • information is incomplete or inaccurate;

  • the product is unavailable;

  • delivery to your location is restricted;

  • animal welfare concerns exist;

  • fraud or misuse is suspected.

You must use medications, supplements and health products only as directed by the prescribing veterinarian, product label, packaging or written instructions.

You must not give animal medications to humans.

You must not use medications prescribed for one animal in another animal unless directed by a veterinarian.

You are responsible for checking ingredients, warnings, dose instructions, expiry dates, storage requirements and suitability before use.

If your animal has an adverse reaction, you must stop using the product where appropriate and seek veterinary advice immediately.

 

 

24. Wholesale, Business and Resale Customers

Wholesale accounts, retailer accounts, clinic accounts, farm business accounts, distributor accounts and other business customers may be subject to additional wholesale, trade, reseller or account terms.

If separate wholesale or trade terms apply, those terms will prevail to the extent of any inconsistency with these Terms.

You must not resell products, use our Services commercially, represent yourself as an authorised distributor, or use our brands in marketing unless we have approved this in writing.

We may suspend or terminate wholesale or business access where we reasonably believe there has been misuse, unauthorised resale, brand misuse, non-payment, fraud, reputational risk or breach of our policies.

 

 

25. Promotions, Discounts and Giveaways

We may offer promotions, discount codes, free trials, bundles, giveaways, referral offers or limited-time offers.

Promotions may be subject to additional terms, eligibility criteria, expiry dates, product exclusions, location restrictions and usage limits.

We may amend, suspend or cancel promotions where there is misuse, fraud, error, technical issue or where required by law.

Discount codes cannot be exchanged for cash and may not be applied retrospectively unless we agree.

 

 

26. Intellectual Property

All content, trademarks, logos, names, designs, graphics, software, code, product designs, images, videos, text, icons, interfaces, databases, AI systems, algorithms, health insights, documents and other intellectual property used in or displayed through the Services are owned by us or licensed to us.

This includes, without limitation, the names and marks ASK A VET™, ASK A VET MEDS™, WOOPF™, PURRZ™, HORSETON™, and associated logos, designs, product names, slogans and brand assets.

You may access and use the Services for personal, domestic, animal care or approved business use only.

You must not copy, reproduce, modify, distribute, scrape, sell, exploit, reverse engineer, decompile, frame, mirror, imitate or use our intellectual property without our written permission.

Nothing in these Terms transfers ownership of our intellectual property to you.

 

 

27. User Content

You may be able to upload, submit, send, create or share content through the Services, including photos, videos, reviews, messages, animal records, health logs, community warnings, comments, documents or other material.

You retain ownership of your User Content, but you grant us a worldwide, royalty-free, non-exclusive licence to host, store, process, display, reproduce, adapt, publish, transmit, analyse and use your User Content for the purpose of operating, improving, securing, providing and promoting the Services.

You confirm that you have all rights and permissions required to upload or share your User Content.

You must not upload or share content that is unlawful, false, misleading, defamatory, abusive, harassing, obscene, graphic, threatening, discriminatory, infringing, fraudulent, harmful, invasive of privacy, or otherwise inappropriate.

We may remove, edit, restrict, moderate or refuse User Content at our discretion.

 

 

28. Community Warnings and User Reports

The Services may allow users to report hazards, toxins, wildlife risks, disease risks, unsafe areas, lost animals, aggressive animals, environmental risks or other community warnings.

Community warnings are user-submitted and may be inaccurate, incomplete, delayed, duplicated, outdated or unverified.

We do not guarantee the accuracy, reliability or completeness of community warnings.

You must not submit false, misleading, malicious, defamatory, abusive, unlawful, discriminatory or harmful reports.

We may remove, edit, moderate, restrict or disable community reports at our discretion.

Community warnings are support tools only and do not replace your own judgment, supervision, local advice, veterinary advice, emergency services or official warnings.

 

 

29. Prohibited Conduct

You agree not to:

  • use the Services unlawfully;

  • commit, promote or encourage unlawful activity;

  • provide false, misleading or fraudulent information;

  • impersonate another person, business, veterinarian or animal owner;

  • access another user’s account without permission;

  • misuse telehealth or vet chat services;

  • harass, abuse, threaten or defame staff, veterinarians, contractors, users or third parties;

  • upload harmful, offensive or unlawful content;

  • transmit viruses, malware, spyware or harmful code;

  • interfere with, overload or disrupt the Services;

  • scrape, crawl, copy or harvest data without permission;

  • reverse engineer or attempt to extract source code;

  • infringe intellectual property rights;

  • use the Services for unauthorised commercial resale;

  • make false community warnings;

  • use the Services in a way that risks animal welfare;

  • use the Services to avoid seeking necessary in-person veterinary care;

  • breach any applicable law, regulation or professional obligation.

 

 

30. Third-Party Services, Links and Platforms

Our Services may contain links to third-party websites, platforms, payment providers, app stores, delivery providers, veterinary clinics, pharmacies, laboratories, insurance providers, software providers, analytics providers, advertising platforms or other external services.

Third-party services are not controlled by us.

We are not responsible for the content, policies, security, accuracy, availability, fees, delays, failures or conduct of third-party services.

Your use of third-party services may be governed by their own terms and privacy policies.

Apple, Google, Stripe, RevenueCat, Shopify, couriers, payment providers and other third parties may have their own rules for payments, subscriptions, refunds, cancellations, app downloads, data, accounts or service access.

 

 

31. App Store Terms

If you download or purchase the App through Apple App Store, Google Play or another app marketplace, your use of the App may also be subject to that app marketplace’s terms, policies and payment rules.

Where a subscription, in-app purchase or digital service is purchased through an app marketplace, that marketplace may be responsible for billing, renewals, cancellations, refunds and payment support.

We do not control app store billing systems and may not be able to cancel or refund app store purchases directly.

You are responsible for managing app store subscriptions through your Apple, Google or relevant app store account unless we provide another process.

To the extent required by app marketplace terms, the relevant app store provider may be a third-party beneficiary of these Terms for the purpose of enforcing app marketplace requirements.

 

 

32. Data Security

We take reasonable steps to protect information handled through the Services.

However, no website, app, device, network, server, database, transmission, storage system or digital service can be guaranteed to be completely secure.

You are responsible for keeping your login details confidential, using secure passwords, updating your devices, protecting access to your phone or computer, and notifying us promptly of suspected unauthorised access.

We are not responsible for unauthorised access caused by your failure to secure your account, device, email, phone number, password or third-party accounts.

 

 

33. Account Deletion and Data Requests

You may request deletion of your account or personal information in accordance with our Privacy Policy and applicable law.

Where the App allows account creation, we aim to provide a way to request account deletion from within the App or through a web-based or email process.

When an account is deleted, we may delete or de-identify associated personal information, subject to legal, safety, fraud prevention, payment, dispute resolution, medical record, regulatory, tax, accounting or legitimate business retention requirements.

Some information may remain in backups, transaction records, veterinary records, legal records, de-identified analytics, aggregated insights or records we are required or permitted to retain.

Deleting your account may remove access to animal profiles, subscription features, health logs, telehealth history, device history, GPS history, chat history, reminders and related data.

 

 

34. Marketing, SMS and Mobile Messaging

By signing up for our email, SMS, push notification, mobile messaging or marketing services, you consent to receive marketing and service-related messages from us.

Message frequency may vary.

Standard message and data rates may apply.

You may opt out of marketing messages by following the unsubscribe instructions or by texting STOP where SMS opt-out is available.

Service-related messages, account messages, safety alerts, payment notices, order updates, subscription notices, telehealth notices or legal notices may still be sent where permitted by law.

For support, contact hello@askavet.com.

 

 

35. Reviews, Testimonials and Social Media

If you tag us, send us content, leave a review, submit a testimonial, comment on our social media, or otherwise share content about our products or Services, we may ask to use that content for marketing.

Where you give permission, you grant us a right to use your name, handle, image, animal image, review, testimonial, video, photo or content for marketing, advertising, website, app, email, social media or promotional purposes.

You must not submit false, misleading, defamatory, paid or incentivised reviews unless clearly disclosed and permitted by law.

We may remove or report abusive, false, offensive, spam, misleading or unlawful comments or reviews.

 

 

36. Professional Users and Veterinarians

Veterinarians, veterinary nurses, technicians, clinics, contractors, consultants or other professional users may have access to separate professional tools, dashboards, telehealth interfaces, patient records, messaging tools or service provider features.

Professional users are responsible for maintaining appropriate qualifications, registration, licences, insurance, professional standards, clinical records and compliance with all applicable veterinary, telehealth, privacy, prescribing, advertising and animal welfare laws.

Separate contractor, employment, professional services, clinic, telehealth or platform agreements may apply.

If there is an inconsistency between these Terms and a separate written agreement with a professional user, the separate written agreement will prevail to the extent of the inconsistency.

 

 

37. Availability, Updates and Changes to Services

We may update, modify, improve, remove, suspend or discontinue any feature, product, service, subscription, app function, AI tool, tracker function, notification, health log, community feature, telehealth feature or device integration at any time.

Some features may be released in beta, trial or early access form and may be incomplete, unstable or subject to change.

We may perform maintenance, updates, testing or emergency fixes that affect availability.

We are not liable for loss caused by downtime, updates, maintenance, feature changes, technical failures, third-party failures or service interruptions, except where liability cannot be excluded by law.

 

 

38. Limitation of Liability

To the maximum extent permitted by law, we are not liable for indirect, incidental, special, punitive, exemplary or consequential loss, including loss of profit, loss of revenue, loss of data, loss of goodwill, loss of opportunity, loss of business, loss of subscription value, emotional distress, or veterinary costs arising from use of the Services.

To the maximum extent permitted by law:

  • for product purchases, our liability is limited to the amount paid for the product giving rise to the claim;

  • for services, our liability is limited to the fees paid for the specific service giving rise to the claim;

  • for subscriptions, our liability is limited to the subscription fees paid by you for the relevant subscription period;

  • for free Services, our liability is limited to resupplying the Services or discontinuing access.

We are not liable for harm, loss or damage caused by:

  • failure to seek in-person veterinary care;

  • reliance on AI-generated content;

  • inaccurate or incomplete user information;

  • inaccurate GPS tracking;

  • missed or delayed alerts;

  • device battery failure;

  • network failure;

  • third-party service failure;

  • user misuse;

  • unsafe device fitting;

  • unauthorised account access caused by user negligence;

  • community warning inaccuracies;

  • failure to follow product instructions;

  • failure to follow veterinary advice;

  • use of medications or products contrary to instructions.

Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability for fraud, wilful misconduct, or rights under applicable consumer protection laws.

 

 

39. Indemnity

You agree to indemnify and hold harmless Ask A Vet Solutions Pty Ltd, Australian Premium Animal Products Pty Ltd, their related entities, officers, directors, employees, contractors, veterinarians, consultants, suppliers and affiliates from and against claims, losses, liabilities, damages, costs and expenses arising from:

  • your breach of these Terms;

  • your misuse of the Services;

  • information you provide;

  • content you upload;

  • unauthorised use of another person’s information;

  • infringement of intellectual property rights;

  • breach of law;

  • unauthorised resale;

  • misuse of products;

  • misuse of medications or supplements;

  • misuse of devices or trackers;

  • misuse of telehealth or vet chat services;

  • harm caused by people you invite to your account.

This indemnity does not apply to the extent the claim is caused by our fraud, wilful misconduct or liability that cannot be excluded by law.

 

 

40. Suspension and Termination

We may suspend, restrict or terminate your access to the Services if we reasonably believe that:

  • you have breached these Terms;

  • you have provided false or misleading information;

  • your account has been compromised;

  • payment has failed;

  • you have misused a promotion, subscription or refund process;

  • you have abused staff, veterinarians, contractors or users;

  • your conduct creates legal, safety, animal welfare, reputational, financial or security risk;

  • we are required to do so by law, regulator, payment provider, app store or court order.

Termination or suspension may result in loss of access to your account, subscriptions, health logs, animal profiles, device data, GPS history, chat history, telehealth records and other Services.

Sections that by their nature should survive termination will continue to apply, including intellectual property, disclaimers, limitation of liability, indemnity, dispute resolution and governing law.

 

 

41. Complaints and Dispute Resolution

If you have a complaint, you should contact us first so we can try to resolve it.

Please include your name, contact details, order number, account email, animal profile information where relevant, and a clear description of the issue.

We will aim to respond within a reasonable time.

If a dispute cannot be resolved directly, the dispute will be handled in accordance with the governing law and jurisdiction section below, unless applicable law requires otherwise.

 

 

42. Governing Law and Jurisdiction

These Terms are governed by the laws of New South Wales, Australia, unless another law is required to apply.

Subject to any rights you may have under applicable consumer protection laws, the parties submit to the exclusive jurisdiction of the courts of New South Wales, Australia.

If you access the Services from outside Australia, you are responsible for complying with local laws.

We do not represent that the Services, products, telehealth features, medications, prescriptions, GPS features, AI tools or app features are lawful, available or appropriate in every country, state, province or region.

 

 

43. Contact Us

For support, returns, legal notices, privacy questions, complaints or service issues, contact the relevant brand below.

ASK A VET™ and ASK A VET MEDS™
Email: hello@askavet.com

PURRZ™
Email: hello@purrz.com

WOOPF™
Email: hello@woopf.com

HORSETON™
Email: hello@horseton.com

Other brands or general enquiries
Email: hello@askavet.com

Registered and Returns Address
PO Box 360
Mosman NSW 2088
Australia

Do not return products without first contacting us for return instructions.

 

 

44. Changes to These Terms

We may update these Terms from time to time.

When we update these Terms, we will post the revised version with a new “Last Updated” date.

Where required by law, we may provide additional notice or seek consent.

Your continued use of the Services after updated Terms are posted means you accept the updated Terms.

If you do not agree to the updated Terms, you must stop using the Services.

 

 

45. Force Majeure

We are not responsible for failure or delay in performing our obligations where caused by events outside our reasonable control, including natural disasters, extreme weather, war, terrorism, cyberattack, labour disputes, supply chain issues, customs delays, courier failures, telecommunications failures, app store outages, payment provider outages, regulatory action, epidemic, pandemic, power failure, server failure or other events beyond our control.

 

 

46. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, that part will be severed or read down to the minimum extent necessary, and the remaining parts will continue in full force and effect.

 

 

47. No Waiver

If we do not enforce a right under these Terms, this does not mean we waive that right.

A waiver is only effective if made in writing.

 

 

48. Assignment

You may not assign, transfer or delegate your rights or obligations under these Terms without our written consent.

We may assign, transfer or delegate our rights or obligations to a related entity, successor, purchaser, acquirer, merger partner or business transferee.

 

 

49. Entire Agreement

These Terms, together with our Privacy Policy, any product-specific terms, subscription terms, telehealth booking terms, app store terms, wholesale terms, promotion terms and any other terms expressly incorporated by reference, form the entire agreement between you and us regarding the Services.

They supersede any prior discussions, representations, understandings or agreements relating to the Services, except where a separate written agreement expressly states otherwise.