Terms & Conditions

1. Acceptance of Terms

These Terms & Conditions ("Terms") govern access to and use of VetiPilot's AI automation platform for veterinary practices (the "Service"), provided by VetiPilot ("we," "us"). By creating an account or using the Service, the veterinary practice and the individual accepting these Terms on its behalf ("Practice," "you") agree to be bound by them.

2. Description of Service

VetiPilot provides AI-assisted front-desk automation, including but not limited to call and chat handling, appointment scheduling and reminders, client intake, billing communication, and reporting. The Service is a support tool for a Practice's front desk operations — it does not provide veterinary medical advice, diagnosis, or treatment.

3. Eligibility & Account Registration

• You must be an authorized representative of a licensed veterinary practice to create an account.
• You are responsible for the accuracy of information provided during setup and for maintaining the confidentiality of your account credentials.
• You are responsible for all activity that occurs under your Practice's account, including configuration choices that affect how the Service communicates with your clients.

4. Subscription, Fees & Billing

Access to the Service is provided on a subscription basis at the plan and rate selected at signup. Fees are billed in advance on a recurring basis and are non-refundable except where required by law. Invoices are due within 30 days of receipt; overdue balances may accrue a finance charge of up to 1.5% per month or the maximum permitted by law, whichever is lower. We may change pricing with reasonable advance notice; continued use of the Service after a price change takes effect constitutes acceptance of the new pricing.

5. Practice Responsibilities

• The Practice remains responsible for the clinical judgment behind any care, treatment, or advice communicated to clients — VetiPilot automates communication and scheduling tasks, not medical decision-making.
• The Practice is responsible for reviewing and approving the configuration of automated messaging, including hours, triage rules, and escalation thresholds, before enabling unsupervised operation.
• The Practice is responsible for having appropriate authorization to share client and patient data with VetiPilot through connected integrations.

6. AI-Generated Communications

Some communications sent through the Service are generated or assisted by artificial intelligence. While VetiPilot is designed to communicate accurately and in the Practice's configured voice, AI output can occasionally be inaccurate or miss context. Urgent or clinically sensitive messages are flagged for staff review, but the Practice should monitor automated communications, particularly during onboarding, and correct or override any message before it materially affects patient care.

7. Acceptable Use

You agree not to use the Service to: violate any law or veterinary licensing requirement; send communications unrelated to legitimate practice operations; attempt to reverse-engineer or disrupt the Service; or misrepresent the nature of AI-assisted communications to clients in a way intended to deceive.

8. Integrations & Third-Party Services

The Service connects to third-party practice management systems and communication providers at the Practice's direction. VetiPilot is not responsible for outages, data errors, or changes originating from third-party systems, though we will make reasonable efforts to maintain compatibility and notify Practices of known integration issues.

9. Intellectual Property & Customer Data

VetiPilot retains all rights to the Service's software, design, and underlying technology. The Practice retains ownership of its client and patient data ("Customer Data") and grants VetiPilot a limited license to use Customer Data solely to provide and support the Service. We may use de-identified, aggregated data derived from Customer Data to improve the Service's accuracy and performance, and any such derived data does not identify the Practice, its clients, or their patients.

10. Marketing & Testimonials

With the Practice's consent, VetiPilot may reference the Practice's name, logo, and general use case in marketing materials, case studies, or on our website. A Practice may withdraw this permission at any time by written request. Any testimonial or quote a Practice provides may be used in marketing, provided it is used accurately and does not disclose the Practice's confidential information.

11. Termination

Either party may terminate a subscription in accordance with the notice period stated in the applicable plan. We may suspend or terminate access immediately for material breach of these Terms, non-payment, or use that creates risk to clients, patients, or the Service's integrity. Upon termination, the Practice may request export of its data for a limited period, after which it may be deleted in accordance with our Privacy Policy.

12. Disclaimers & Limitation of Liability

The Service is provided "as is" without warranties of any kind, express or implied. To the maximum extent permitted by law, VetiPilot is not liable for indirect, incidental, or consequential damages arising from use of the Service, including missed appointments, communication errors, or third-party integration failures. Our total liability for any claim is limited to the fees paid by the Practice in the twelve months preceding the claim.

13. Indemnification

The Practice agrees to indemnify and hold VetiPilot harmless from claims arising out of the Practice's clinical decisions, misuse of the Service, or violation of these Terms. In turn, VetiPilot will defend the Practice against third-party claims that the Service, as provided by us and used in accordance with these Terms, infringes that party's intellectual property rights, and will cover resulting damages finally awarded, subject to prompt notice and our right to control the defense.

14. Governing Law

These Terms are governed by the laws of the jurisdiction in which VetiPilot is incorporated, without regard to conflict-of-law principles, unless otherwise required by local law applicable to the Practice.

15. Changes to These Terms

We may update these Terms as the Service evolves. Material changes will be communicated to Practice administrators in advance of taking effect.

16. Contact

Questions about these Terms can be sent to legal@vetipilot.com.