Terms and Conditions

Welcome to Your Vet Online. We developed Your Vet Online (the “Website”) to make it easy for you to ask and receive qualified animal health advice from veterinarians whenever you required it. We want to ensure animal welfare is a priority.

Your Vet Online allows you to discuss and ask questions over video and messenger services for a fee.

We have tried to draft these Terms of Service in a clear and simple manner. Unfortunately, the realities of the legal world make it a very difficult task. So, should you have any questions or concerns or would simply like to better understand how Your Vet Online operates, please do not hesitate to contact Your Vet Online directly.

Below are our terms and conditions, there are important details in the whole document, so you should read it carefully.

1. The Website

1.1. Welcome to www.yourvetonline.com(the ‘Website’). The Website provides veterinary services (the ‘Services’).

1.2. The Website is operated by Your Vet Online Pty Ltd (ACN 609015876). Access to and use of the Website, or any of its associated products or services, is provided by Your Vet Online Pty Ltd. Please read these terms and conditions (the ‘Terms’) carefully. By using, browsing and/or reading the Website, this signifies that you have read, understood and agree to be bound by the Terms. If you do not agree with the Terms, you must cease usage of the Website, or any of Services, immediately.

1.3. Your Vet Online Pty Ltd reserves the right to review and change any of the Terms by updating this page at its sole discretion. When Your Vet Online updates the Terms, it will use reasonable endeavours to provide you with notice of updates to the Terms. Any changes to the Terms take immediate effect from the date of their publication. Before you continue, we recommend you keep a copy of the Terms for your records.

2. Acceptance Of The Terms

This is implied by remaining on the Website. You may also accept the Terms by clicking to accept or agree to the Terms where this option is made available to you by Your Vet Online in the user interface.

3. Registration To Use The Services

3.1. In order to access the Services, you may be required to register for an account through the Website (the ‘Account’).

3.2. As part of the registration process, or as part of your continued use of the Services, you may be required to provide personal information about yourself (such as identification or contact details), including:
(a) email address;
(b) name;
(c) postal address;
(d) telephone numbers; and
(e) option on receiving updates, promotional material, and other information.

3.3. You warrant that any information you give to Your Vet Online in the course of completing the registration process will always be accurate, correct and up to date.

3.4. Once you have completed the registration process, you will be a registered member of the Website (‘Member’) and agree to be bound by the Terms.

3.5. You may not use the Services and may not accept the Terms if:
(a) you are not of legal age to form a binding contract with Your Vet Online Pty Ltd; or
(b) you suffer from a mental impairment which renders you unable to understand the Terms at the time of using the Website; or
(c) you are a person barred from receiving the Services under the laws of Australia or other countries including the country in which you are resident or from which you use the Services.

4. Your Obligations As A Member

4.1. As a Member, you agree to comply with the following:
(a) you will use the Services only for purposes that are permitted by:
(i) the Terms; and
(ii) any applicable law, regulation or generally accepted practices or guidelines in the relevant jurisdictions;

(b) you have the sole responsibility for protecting the confidentiality of your password and/or email address. Use of your password by any other person may result in the immediate cancellation of the Services;

(c) any use of your registration information by any other person, or third parties, is strictly prohibited. You agree to immediately notify Your Vet Online Pty Ltd of any unauthorised use of your password or email address or any breach of security of which you have become aware;

(d) access and use of the Website is limited, non-transferable and allows for the sole use of the Website by you for the purposes of Your Vet Online Pty Ltd providing the Services;

(e) you will not use the Services or the Website in connection with any commercial endeavours except those that are specifically endorsed or approved by the management of Your Vet Online Pty Ltd;

(f) you will not use the Services or Website for any illegal and/or unauthorised use which includes collecting email addresses of Members by electronic or other means for the purpose of sending unsolicited email or unauthorised framing of or linking to the Website;

(g) you agree that commercial advertisements, affiliate links, and other forms of solicitation may be removed from the Website without notice and may result in the termination of the Services. Appropriate legal action will be taken by Your Vet Online Pty Ltd for any illegal or unauthorised use of the Website; and

(h) you acknowledge and agree that any automated use of the Website or its Services is prohibited.

5. Payment

5.1. Where the option is given to you, you may make payment for Services, products, memberships or voluntary supporter contributions by credit card or any other payment method made available through the Website.

5.2. All payments made in the course of your use of the Services are made using Stripe (‘Stripe’). In using the Website, the Services or when making any payment in relation to your use of the Services, you warrant that you have read, understood and agree to be bound by the Stripe terms and conditions which are available on their website.

5.3. You acknowledge and agree that where a request for the payment of the Services Fee is returned or denied, for whatever reason, by your financial institution or is unpaid by you for any other reason, then you are liable for
any costs, including banking fees and charges, associated with the Services Fee.

5.4.Your Vet Online Pty Ltd may change its fees or supporter contribution amounts from time to time. Any change affecting an existing recurring supporter contribution will apply from a future renewal date after reasonable notice has been provided. You may cancel your recurring contribution before the new amount takes effect.

6. Refund Policy

6.1. Consultation fees are not refundable for change of mind once a consultation has been booked, commenced or provided, subject to any rights that cannot lawfully be excluded.

6.2. You are responsible for ensuring that you have:

(a) a suitable device and compatible internet browser;

(b) a reliable internet connection;

(d) working video, microphone and messaging functions where required; and

(e) followed the login, booking and consultation instructions provided by Your Vet Online.

6.3. A refund will not be provided where you are unable to access or use a consultation because of:

(a) difficulties operating your device, browser, email, video or messaging software;

(b) an incompatible, outdated or incorrectly configured device or browser;

(d) forgotten or incorrect login details;

(e) failure to read or follow the instructions provided;

(f) failure to check your email, spam folder, messages or appointment notifications;

(g) failure to attend or respond at the scheduled consultation time; or

(h) failure to request assistance within a reasonable time,

provided that the Your Vet Online system was operating and the consultation service was reasonably available.

6.4. Where reasonably practicable, Your Vet Online may provide basic technical assistance or offer an alternative method of communication. The provision of technical assistance, another appointment, an account credit or another communication method is at the discretion of Your Vet Online and does not create an automatic entitlement to a refund.

6.5. A refund will not be provided merely because you:

(a) disagree with or are dissatisfied with the veterinarian’s clinical advice or professional opinion;

(b) do not receive the diagnosis, treatment, prescription, medication, certificate, referral or other outcome you requested or expected;

(c) ask for a service to be provided in a way that is contrary to veterinary advice, professional obligations or applicable law;

(d) choose not to follow or use the advice provided; or

(e) obtain different advice from another veterinarian.

6.6. If a technical failure within the Your Vet Online system prevents the consultation from being provided, Your Vet Online may offer another consultation, an alternative consultation method, account credit or a refund, as appropriate in the circumstances and subject to applicable law.

6.7. Nothing in this Refund Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

6A. Pet Matters Supporter Contributions

6A.1. The Pet Matters Supporter programme allows individuals to make a voluntary financial contribution towards the continued creation and availability of independent veterinary information, education and community resources provided through Pet Matters and Your Vet Online.

6A.2. Payments may be described on the Website as supporter donations. They are voluntary supporter contributions and are not represented as tax deductible charitable donations.

6A.3. Supporter benefits are provided as a thank you for the contribution. They do not represent the purchase of a fixed amount of content, guaranteed access to Dr Leigh Davidson, editorial influence or personalised veterinary advice.

6A.4. Supporter benefits may include:

(a) access to the private Pet Matters Inner Circle Facebook group;

(b) a 10 per cent discount on eligible Your Vet Online consultations;

(d) other occasional supporter opportunities.

6A.5. Supporter benefits are personal to the registered supporter. They must not be transferred, sold or shared with another person and have no cash value.

6A.6. Monthly and annual supporter contributions renew automatically at the frequency shown during checkout until cancelled.

6A.7. You may cancel a recurring supporter contribution at any time through your account or by contacting Your Vet Online. Cancellation stops the next scheduled payment. Access to supporter benefits may continue until the end of the period for which the contribution has already been paid.

6A.8. You are responsible for cancelling before your next scheduled payment. A failure to cancel before a monthly or annual renewal does not entitle you to a refund.

6A.9. Supporter contributions that have already been processed are non refundable, including where:

(a) you change your mind;

(b) you do not use the supporter benefits;

(d) you do not use the consultation discount;

(e) you forget to cancel before a recurring payment;

(f) you are removed from the Pet Matters Inner Circle for breaching its rules; or

(g) a supporter benefit is changed, replaced, suspended or withdrawn.

6A.10. No full or partial refund, credit or extension will be provided for an unused portion of a monthly or annual contribution period, including where the supporter programme or its benefits change during that period.

6A.11. Pet Matters may add, replace, change, suspend or withdraw supporter benefits from time to time. Individual benefits are not guaranteed to remain available or unchanged throughout a monthly or annual contribution period.

6A.12. Pet Matters may suspend or discontinue the supporter programme where it is no longer commercially, technically or operationally viable. Future recurring payments will be stopped once the programme is discontinued. Contributions already processed will remain non refundable unless a refund is required by law.

6A.13. The 10 per cent consultation discount:

(a) is available only while the supporter account is active;

(b) may require the supporter to be logged in;

(d) cannot be applied retrospectively;

(e) cannot be shared with another person;

(f) cannot be exchanged for cash;

(g) cannot be combined with another discount unless expressly permitted; and

(h) does not apply to medications, products, external veterinary fees or third party services unless expressly stated.

6A.14. The Pet Matters Inner Circle is a community space and is not a veterinary consultation or emergency advice service. Members must not provide unsafe, incorrect or misleading veterinary advice.

6A.15. Members are expected to communicate with kindness and consideration and recognise that animal owners may have different financial circumstances, geographic locations and access to veterinary care.

6A.16. Your Vet Online may moderate or remove content that it reasonably considers unsafe, inaccurate, misleading, abusive, judgemental, promotional or inconsistent with the group rules. Membership of the group may be suspended or terminated where those rules are breached.

6A.17. Access to the Pet Matters Inner Circle is also subject to Facebook’s terms, policies and continued availability. Your Vet Online is not responsible for interruptions, restrictions or changes made by Facebook or Meta.

6A.18. Becoming a Pet Matters Supporter does not create a veterinarian client patient relationship. Information provided through Pet Matters, the newsletter or the Inner Circle is general educational information and is not a substitute for an individual veterinary consultation.

6A.19. Cancellation of a supporter contribution does not automatically unsubscribe you from the free Pet Matters newsletter. Newsletter preferences must be managed separately.

6A.20. Nothing in this section excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Your Vet Online Pty Ltd will only provide you with a refund of the Services Fee in the event they are unable to continue to provide the Services or if the manager of Your Vet Online Pty Ltd makes a decision, at its absolute discretion, that it is reasonable to do so under the circumstances (the ‘Refund’). A consult refund will not be given for a ‘change of mind’ situation, or if you asked for a service to be done in a certain way against the advice of the business.

7. Copyright And Intellectual Property

7.1. The Website, the Services and all of the related products of Your Vet Online Pty Ltd are subject to copyright. The material on the Website is protected by copyright under the laws of Australia and through international treaties. Unless otherwise indicated, all rights (including copyright) in the Services and compilation of the Website (including but not limited to text, graphics, logos, button icons, video images, audio clips, website, code, scripts, design elements and interactive features) or the Services are owned or controlled for these purposes, and are reserved by Your Vet Online Pty Ltd or its contributors.

7.2. All trademarks, service marks and trade names are owned, registered and/or licensed by Your Vet Online Pty Ltd, which grants to you a worldwide, non-exclusive, royalty-free, revocable license whilst you are a Member to:
(a) use the Website pursuant to the Terms;
(b) copy and store the Website and the material contained in the Website in your device’s cache memory; and
(c) print pages from the Website for your own personal and non-commercial use. Your Vet Online Pty Ltd does not grant you any other rights whatsoever in relation to the Website or the Services. All other rights are expressly reserved by Your Vet Online Pty Ltd.

7.3. Your Vet Online retains all rights, title and interest in and to the Website and all related Services. Nothing you do on or in relation to the Website will transfer any:
(a) business name, trading name, domain name, trade mark, industrial design, patent, registered design or copyright, or
(b) right to use or exploit a business name, trading name, domain name, trade mark or industrial design, or
(c) thing, system or process that is the subject of a patent, registered design or copyright (or an adaptation or modification of such a thing, system or process), to you.

7.4. You may not, without the prior written permission of Your Vet Online Pty Ltd and the permission of any other relevant rights owners: broadcast, republish, up-load to a third party, transmit, post, distribute, show or play in public, adapt or change in any way the Services or third party Services for any purpose unless otherwise provided by these Terms. This prohibition does not extend to materials on the Website which are freely available for re-use or are in the public domain.

8. Privacy

8.1. Your Vet Online Pty Ltd takes your privacy seriously and any information provided through your use of the Website and/or Services are subject to Your Vet Online Pty Ltd’s Privacy Policy, available on the Website.

By using the Website and Services, you acknowledge and agree to the collection, use, and disclosure of information in accordance with the Privacy Policy.

8.2 Competitions, Giveaways And Promotions

8.2.1. From time to time, Your Vet Online Pty Ltd and associated brands including Pet Matters may conduct competitions, giveaways, promotional campaigns, surveys, sponsored content initiatives, or marketing activities either independently or in partnership with advertisers, sponsors, or promotional partners.

8.2.2. Participation in any competition or promotion may require entrants to provide personal information including, but not limited to, name, email address, postcode, pet related information, survey responses, or marketing preferences.

8.2.3. By entering a competition or promotion, you consent to receiving marketing communications, newsletters, promotional offers, sponsored content, and related communications from Your Vet Online Pty Ltd and associated brands including Pet Matters. You may unsubscribe from marketing communications at any time.

8.2.4. Your Vet Online Pty Ltd may share limited entrant information, aggregated campaign analytics, demographic information, audience insights, or related promotional reporting with competition sponsors, advertisers, or trusted service providers where reasonably necessary for the administration, fulfilment, reporting, or operation of a promotion.

8.2.5. Your Vet Online Pty Ltd does not sell personal information to third parties.

8.2.6. Additional campaign specific terms and conditions may apply to individual competitions or promotions and will be published on the relevant promotion page where applicable.

8.3 User Submitted Content And Media

8.3.1. Users may voluntarily submit stories, photographs, videos, testimonials, survey responses, case details, social media content, or editorial contributions to Your Vet Online Pty Ltd and associated brands including Pet Matters.

8.3.2. Content may also include material voluntarily shared with us through consultations, customer communications, competitions, forms, social media interactions, or other direct communications.

8.3.3. By submitting content or voluntarily providing material to us, you grant Your Vet Online Pty Ltd a non exclusive, royalty free, worldwide licence to review, edit, reproduce, publish, distribute, and use that content across websites, newsletters, social media channels, educational materials, promotional campaigns, and related marketing activities unless otherwise agreed in writing. Content shared within the private Pet Matters Inner Circle will not be reproduced publicly in an identifiable form without the member’s permission.

8.3.4. Where reasonably possible, identifying personal information will be removed or minimised before publication. Your Vet Online Pty Ltd may use pet photographs, case images, or related material in an educational, editorial, promotional, or informational context where the material is not reasonably identifiable to an individual person.

8.3.5. Users should avoid submitting sensitive personal information they do not wish to be publicly disclosed.

9. General Disclaimer

9.1. Nothing in the Terms limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law, including the Australian Consumer Law (or any liability under them) which by law may not be limited or excluded.

9.2. Subject to this clause, and to the extent permitted by law:
(a) all terms, guarantees, warranties, representations or conditions which are not expressly stated in the Terms are excluded; and
(b) Your Vet Online Pty Ltd will not be liable for any special, indirect or consequential loss or damage (unless such loss or damage is reasonably foreseeable resulting from our failure to meet an applicable Consumer Guarantee), loss of profit or opportunity, or damage to goodwill arising out of or in connection with the Services or these Terms (including as a result of not being able to use the Services or the late supply of the Services), whether at common law, under contract, tort (including negligence), in equity, pursuant to statute or otherwise.

9.3. Use of the Website and the Services is at your own risk. Everything on the Website and the Services is provided to you “as is” and “as available” without warranty or condition of any kind. None of the affiliates, directors, officers, employees, agents, contributors and licensors of Your Vet Online Pty Ltd makes any express or implied representation or warranty about the Services or any products or Services (including the products or Services of Your Vet Online Pty Ltd) referred to on the Website. This includes (but is not restricted to) loss or damage you might suffer as a result of any of the following:
(a) failure of performance, error, omission, interruption, deletion, defect, failure to correct defects, delay in operation or transmission, computer virus or other harmful components, loss of data, communication line failure, unlawful third party conduct, or theft, destruction, alteration or unauthorised access to records;
(b) the accuracy, suitability or currency of any information on the Website, the Services, or any of its Services related to products (including third-party material and advertisements on the Website);
(c) costs incurred as a result of you using the Website, the Services or any of the products of Your Vet Online Pty Ltd; and
(d) the Services or operation with respect to links that are provided for your convenience.

9.4. In relation to the use of the words “on demand”, Your Vet Online Pty Ltd makes no guarantee or representation that Services are provided immediately upon request or within any determined time frame. Time frames for access to our Services are subject to availability and may be displayed on the Website from time to time.

10. Veterinary Advice And Supply

10.1. Information presented on our Website is of a general nature and not intended to be a substitute for professional veterinary healthcare advice.

10.2. Documents and graphics published on our Website may include inaccuracies or typographical errors.

10.3. You accept that recommendations as to diagnosis, treatment and best standards of practice are constantly evolving in the veterinary industry and that opinions between professionals may differ from one another. The right to prescribe medications remains at the veterinarian’s discretion.

10.4. You agree that any advice, including advice provided by qualified veterinarians, is limited in the absence of an in-person examination of the animal and formal one-to-one consultation with a person familiar with the animal. You accept that Your Vet Online Pty Ltd cannot be held liable for any damage or loss arising from your reliance on advice derived from the use of our Website in such circumstances.

10.5. You acknowledge and accept that we will only issue and fulfil medication scripts, and dispense medication, to customers whose identity is proven to us. The criteria and method of providing your identity will be set out on the Website, at our absolute discretion, and may be dependent on the type of medication to be provided. All prescription requests must adhere to Clause 20 of the Veterinary Practitioners Code Of Professional Conduct. That is, a client must provide evidence that their animal has been examined by a veterinarian within the past year, Your Vet Online Pty Ltd must receive a copy of their animals’ veterinary records and a letter from the examining veterinarian giving permission to write a prescription. All prescription requests require a telemedicine consult by one of the Your Vet Online Pty Ltd veterinarians.

11. Limitation Of Liability

11.1. Your Vet Online Pty Ltd’s total liability arising out of or in connection with the Services or these Terms, however arising, including under contract, tort (including negligence), in equity, under statute or otherwise, will not exceed the resupply of the Services to you.

11.2. You expressly understand and agree that Your Vet Online Pty Ltd, its affiliates, employees, agents, contributors and licensors shall not be liable to you for any direct, indirect, incidental, special consequential or exemplary damages which may be incurred by you, however, caused and under any theory of liability. This shall include, but is not limited to, any loss of profit (whether incurred directly or indirectly), any loss of goodwill or business reputation and any other intangible loss.

11.3. You agree that Your Vet Online Pty Ltd will not be liable for any information and services provided free of charge via the Website or social media streams.

12. Termination Of Contract

12.1. The Terms will continue to apply until terminated by either you or by Your Vet Online Pty Ltd as set out below.

12.2. If you want to terminate the Terms, you may do so by:
(a) providing Your Vet Online Pty Ltd with 5 working days’ notice of your intention to terminate; and
(b) closing your accounts for all of the services which you use, where Your Vet Online Pty Ltd has made this option available to you. Your notice should be sent, in writing, to Your Vet Online Pty Ltd via the ‘Contact Us’ link on our homepage.

12.3. Your Vet Online Pty Ltd may at any time, terminate the Terms with you if:
(a) you have breached any provision of the Terms or intend to breach any provision;
(b) Your Vet Online Pty Ltd is required to do so by law;
(c) the provision of the Services to you by Your Vet Online Pty Ltd is, in the opinion of Your Vet Online Pty Ltd, no longer commercially viable.

12.4. Subject to local applicable laws, Your Vet Online Pty Ltd reserves the right to discontinue or cancel your membership at any time and may suspend or deny, in its sole discretion, your access to all or any portion of the Website or the Services without notice if you breach any provision of the Terms or any applicable law or if your conduct impacts Your Vet Online Pty Ltd’s name or reputation or violates the rights of those of another party.

13. Indemnity

13.1. You agree to indemnify Your Vet Online Pty Ltd, its affiliates, employees, agents, contributors, third-party content providers and licensors from and against:

(a) all actions, suits, claims, demands, liabilities, costs, expenses, loss and damage (including legal fees on a full indemnity basis) incurred, suffered or arising out of or in connection with Your Content;

(b) any direct or indirect consequences of you accessing, using or transacting on the Website or attempting to do so; and/or

14. Dispute Resolution

14.1. Compulsory: If a dispute arises out of or relates to the Terms, either party may not commence any Tribunal or Court proceedings in relation to the dispute, unless the following clauses have been complied with (except where urgent interlocutory relief is sort).

14.2. Notice: A party to the Terms claiming a dispute (‘Dispute’) has arisen under the Terms, must give written notice to the other party detailing the nature of the dispute, the desired outcome and the action required to settle the Dispute.

14.3. Resolution: On receipt of that notice (‘Notice’) by that other party, the parties to the Terms (‘Parties’) must:
(a) Within 14 working days of the Notice endeavour in good faith to resolve the Dispute expeditiously by negotiation or such other means upon which they may mutually agree;
(b) If for any reason whatsoever, 14 working days after the date of the Notice, the Dispute has not been resolved, the Parties must either agree upon the selection of a mediator or request that an appropriate mediator be appointed by the President of the Mediation Australia or his or her nominee;
(c) The Parties are equally liable for the fees and reasonable expenses of a mediator and the cost of the venue of the mediation and without limiting the foregoing undertaking to pay any amounts requested by the mediator as a pre-condition to the mediation commencing. The Parties must each pay their own costs associated with the mediation;
(d) The mediation will be held in New South Wales, Australia.

14.4. Confidential All communications concerning negotiations made by the Parties arising out of and in connection with this dispute resolution clause are confidential and to the extent possible, must be treated as “without prejudice” negotiations for the purpose of applicable laws of evidence.

14.5. Termination of Mediation: If 3 months have elapsed after the start of a mediation of the Dispute and the Dispute has not been resolved, either Party may ask the mediator to terminate the mediation and the mediator must do so.

15. Venue And Jurisdiction

The Services offered by Your Vet Online is intended to be viewed by residents of Australia. In the event of any dispute arising out of or in relation to the Website, you agree that the exclusive venue for resolving any dispute shall be in the courts of New South Wales, Australia.

16. Governing Law

The Terms are governed by the laws of New South Wales, Australia. Any dispute, controversy, proceeding or claim of whatever nature arising out of or in any way relating to the Terms and the rights created hereby shall be governed, interpreted and construed by, under and pursuant to the laws of New South Wales, Australia, without reference to conflict of law principles, notwithstanding mandatory rules. The validity of this governing law clause is not contested. The Terms shall be binding to the benefit of the parties hereto and their successors and assigns.

17. Independent Legal Advice

17.1. It is recommended that you seek your own legal advice regarding these Terms.

17.2. You acknowledge that you are aware of your rights to obtain independent
legal advice, and regardless of whether you have exercised this right, you confirm and declare that you understand these Terms, agree that the provisions of the Terms are fair and reasonable, and that the Terms are not against public policy on the grounds of inequality or bargaining power or general grounds of restraint of trade.

18. Severance

If any part of these Terms is found to be void or unenforceable by a Court of competent jurisdiction, that part shall be severed and the rest of the Terms shall remain in force.