Dr. Paws Logo

Dr.Paws - Vet At Home (Terms & Conditions)

1. Definitions

For the purpose of these Terms & Conditions:

  • "Company" refers to Dr. Paws, its directors, employees, contractors, and affiliated entities.
  • "Customer" refers to the pet owner or authorized individual booking and availing services.
  • "Service(s)" refers to veterinary home visits, teleconsultations, treatment, diagnosis, and any related offerings delivered by the Company.
  • "Pet" refers to the animal receiving veterinary care under these services.

2. Acceptance of Terms

By booking, receiving, or paying for any Service provided by the Company, the Customer acknowledges and agrees to be legally bound by these Terms & Conditions.

If the Customer does not agree with these terms, Service should not be booked or availed.

3. Scope of Services

3.1 The Company provides veterinary services including but not limited to:

  • General examinations
  • Vaccinations
  • Minor medical treatments
  • First-aid
  • Sample collection
  • Preventive care
  • Teleconsultations

3.2 Certain procedures such as surgery, advanced diagnostics, or intensive treatment may not be feasible at home and may require referral to a clinic or hospital facility.

3.3 The Company retains absolute discretion to determine whether a Service is medically appropriate to be performed at the Customer's premises.

4. Service Eligibility

Services may be availed only by:

  • Individuals over 18 years of age
  • Legal owners or authorized custodians of the Pet
  • Individuals capable of providing informed consent on behalf of the Pet

5. Appointments and Scheduling

5.1 Appointment requests are subject to availability and are confirmed only upon issuance of an official confirmation from the Company.

5.2 The Company does not guarantee immediate availability, response timelines, or emergency access, which depend on operational capacity, location, and other logistical factors.

6. Cancellations and Rescheduling

6.1 The Customer may reschedule an appointment up to 3 hours in advance without penalties. Schedule changes within 3 hours of appointment time may attract a cancellation charge.

6.2 The Customer may cancel an appointment up to 24 hours in advance with 100% refund of the upfront payment. Cancellations initiated within 24 hours, leading up to the appointment time, will not be eligible for refund.

6.3 In the event of:

  • Traffic delays
  • Medical emergencies
  • Extreme weather
  • Safety concerns
  • Operational issues

the Company reserves the right to reschedule or cancel appointments without liability.

7. Fees and Payment

7.1 Pricing is determined based on service type, location, appointment timing, and other applicable factors.

7.2 Full payment is due at the time of service delivery through accepted payment modes.

7.3 Additional charges may apply for:

  • Emergency visits
  • Out-of-coverage travel
  • Consumables
  • Medicines
  • After-hours services
  • Extended home-visit duration, i.e greater than 45 mins
  • Follow-up visits

7.4 Payments made are non-refundable except in cases where Services were not delivered due to reasons solely attributable to the Company.

8. Customer Responsibilities

The Customer agrees to:

8.1 Provide a safe, sanitary, and suitable space for the veterinarian to examine and treat the Pet.

8.2 Ensure the Pet is properly restrained to prevent injury to the Pet, personnel, or third parties.

8.3 Provide informed consent for examination, diagnosis, and treatment as deemed necessary by the attending veterinarian, including but not limited to consent for audio recording of the consult for quality, audit and training purposes.

8.4 Disclose complete, accurate, and updated medical history, behavioral issues, allergies, ongoing treatments, or prior conditions.

8.5 Follow veterinary care instructions, medication schedules, and referral recommendations.

8.6 The Company may refuse or withdraw Service if safety or hygiene conditions are inadequate.

9. Limitations of Home Treatment

9.1 Home-based veterinary care is inherently limited in:

  • Equipment
  • Diagnostic capability
  • Emergency intervention

9.2 If, in professional judgment, the veterinarian recommends transfer to a clinic or emergency facility, the Customer agrees to act promptly.

9.3 The Company is not liable for deterioration in the Pet's condition due to:

  • Delay in seeking advanced care
  • Owner refusal to comply with referral advice
  • External circumstances beyond reasonable control

10. Teleconsultations

10.1 Teleconsultations shall be used only for non-life-threatening concerns.

10.2 The diagnosis and outcome may be limited due to the absence of a physical examination.

10.3 The Company shall not be liable for misdiagnosis or complications resulting from:

  • Incomplete or inaccurate information supplied by the Customer
  • Delayed presentation
  • Constraints of remote medical assessment

11. Medical and Treatment Liability

11.1 The Company exercises reasonable professional skill, diligence, and care.

11.2 However, the Company shall not be responsible for:

  • Unforeseen reactions to medication
  • Treatment complications arising from pre-existing conditions
  • Injuries caused by the Pet
  • Aggravations caused by delays, non-compliance, or misinformation
  • Results dependent on biological and medical unpredictability

12. Medicines and Prescriptions

12.1 Prescriptions are issued at the veterinarian's discretion based on medical examination.

12.2 They are valid solely for the identified condition and may not be reused, modified, or extended without prior approval.

13. Staff Safety and Conduct

13.1 The Company may refuse or withdraw Services immediately if:

  • Staff is verbally abused, physically threatened, or endangered
  • The environment is hazardous
  • The Customer obstructs medical intervention

13.2 No liability shall arise from discontinuation of Service under such conditions.

14. Data Protection and Privacy

14.1 The Company may collect Customer and Pet information for service delivery, record maintenance, legal compliance, and quality improvement.

14.2 Data will be stored securely and will not be sold to third parties.

14.3 The company will record the conversation at all times for quality, training and audit purposes.

14.3 Anonymized data may be used for:

  • Clinical research
  • Service enhancement
  • Staff training

14.4 The Company complies with applicable Indian data protection regulations.

15. Intellectual Property

All trade names, logos, graphics, content, website/app material, and proprietary documents remain the intellectual property of the Company and may not be copied, reproduced, or redistributed without written authorization.

16. Amendments

The Company reserves the right to modify or update these Terms & Conditions at any time without prior notice. The most recent version shall apply to all Services availed thereafter.

17. Governing Law and Jurisdiction

These Terms shall be governed by and interpreted in accordance with the laws of India.

Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts in the Bangalore city.