Terms

Who we are and these terms

Instant Vet Chat is provided by Instant Vet Chat (“we”, “us”). These terms apply when you use the chat and when you pay for an assessment. You can reach us at hello@instantvetchat.com.

You must be 18 or over to buy an assessment. By paying, you confirm that you are.

Guidance, not a diagnosis

Instant Vet Chat is an AI triage assistant, not a veterinarian. It does not examine your pet, and it does not diagnose or prescribe. Its replies are general guidance based on what you tell it. Always follow the advice of a vet who has examined your animal, and if you think your pet may be in danger, contact an emergency vet straight away. Our Disclaimer explains this in full and forms part of these terms.

Emergencies are always free

If the chat sees signs of an emergency, it tells you so and gives you its emergency guidance without asking for payment.

What you buy and how you pay

A paid session is a one-off price, shown before you pay, for the full assessment of your case and 24 hours of follow-up questions from the time of payment, on the device you paid on. There is no subscription and nothing renews. Payment is taken by Stripe on its secure checkout page; we never see your card number. The contract is made when Stripe confirms your payment.

If something goes wrong (UK buyers)

Under the Consumer Rights Act 2015 our service must be provided with reasonable care and skill and match what we told you about it. If it is not, you can ask us to put it right by providing it again, and if we cannot do that within a reasonable time or without significant inconvenience to you, you are entitled to a price reduction. Nothing in these terms affects those statutory rights.

Refunds

The note shown under the pay button applies, and is repeated here:

• UK: One-off payment, no subscription. You ask for your assessment to start straight away, so your 14-day right to cancel ends once it is delivered. If it never arrives, email us within 14 days and we will refund you.
• US and elsewhere: One-off payment, no subscription. If something goes wrong, for example your assessment never arrives, email us within 14 days and we will refund you.

Buyers in the United States

The service is provided “as is”. To the extent the law allows, we disclaim implied warranties, including the implied warranties of merchantability and fitness for a particular purpose. Some states do not allow these warranties, or the limits in the next section, to be excluded or limited, so they may not apply to you. These terms give you specific legal rights, and you may also have other rights under the law of your state, which these terms do not take away.

Fair use

Please use the chat for your own animals. Automated or bulk use, and attempts to get around the paywall or the safety guidance, aren’t allowed, and we rate-limit to prevent them.

Our liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to exclude or limit.

Otherwise, AI can be wrong, and we are not responsible for decisions you make from the chat’s guidance in place of professional veterinary care, or for losses we could not reasonably have foreseen. Our total liability to you for any session is limited to the price you paid for it.

Governing law

These terms are governed by the law of England and Wales. If you live in the UK, you can bring a claim in the courts of the part of the UK where you live (England and Wales, Scotland or Northern Ireland), and you keep the protection of the mandatory consumer law of the place where you live.

Changes

We may update these terms. The date at the top shows the latest version, and changes apply to sessions bought after that date.