Vet Consultation is a Service provided on the Digital Platform offered by Petamiko that allows Users & Vet Consultants (also referred to as “Vets”) to communicate, on paid mode. Further, Users may access this feature on Petamiko App to get assigned, for the purposes of consultation, to a Vet Consultant whereby such Vet Consultants are inter alia assigned through the system’s algorithm/software-program that finds the most available and accepting Vet Consultant. The scope of this feature as detailed herein is collectively referred to as "Consult".
All the terms used in this Policy shall have the same meaning as assigned to them in the Terms and Services of Petamiko, unless otherwise defined herein.
1. BOOKING PROCEDURE
a. Users can log in to the website or app and then select the option to get online Vet consultancy.
b. Upon opting for the same, User shall get the options of all the Vets listed on Petamiko. User can also see the profile of each Vet Consultants, their available time slots and their fees.
c. User needs to select the Vet Consultant and the time slot when he wants to have a video consultancy.
d. Every time slot for consultancy is of 20 minutes. However, the chat facility shall be made available half an hour before the time slot begins. User can send his query and medical history of his/her pet over this chat facility so that the Vet consultant can have access to it before the call begins.
e. Only the Vet Consultant shall have an access to call the User during the allocated time slot.
f. If the User misses his call from the Vet, he can then send a message to the Vet to call him/her back. The Vet shall call him back if the slot for consultancy is still open.
2. NO SHOW POLICY
To ensure that each User is given the proper amount of time allotted for their consultancy and to provide the highest quality care, it is very important that both, the User and the Vet assume their responsibility. Vet consultants shall contacts the User within the booked slot, and User shall attend their call on time. As a courtesy, an appointment reminder call shall be made/attempted to the User and the Vet half hour prior to your scheduled appointment.
We, at Petamiko, understand that sometimes there’s a need to cancel or reschedule the appointments and that there are emergencies. If Vet/User are unable to keep their appointment, the same to be reported as soon as possible.
A. Pet No Show
a. If a User is unable to keep the appointment, the same to be reported as soon as possible. (with at least a Half hour notice).
b. When a User doesn’t show up for a confirmed appointment (without having cancelled or rescheduled before appointment time), the User shall be marked PNS for that particular appointment.
c. Whenever a User is marked PNS, an SMS and email is sent to verify this claim and understand the reason behind the missed appointment.
d. User should respond in next 7 days after receiving the SMS/email, with the reason.
e. Actions taken on repeat patient no-show
Every PNS captured on Petamiko is dealt with seriousness based on past User behaviour. This is done in order to ensure Users understand the importance of a Vet Consultant’s time and not misuse the convenience provided by Petamiko. Our PNS Policy aims at minimising instances of uninformed missed appointments, thereby making most of a Vet Consultant’s valuable time.
1. At the third valid instance of PNS in last 12 months, User’s account will be temporarily disabled from booking further online appointments on our Digital Platform for next 4 months. However, the user can continue to avail any other services on Petamiko.
2.Below are the valid cases of PNS:
a. User does not reply to the email/SMS with the reason in next 7 days from the date of receipt of such email/SMS communication
b. User responds to the email/SMS with below reasons:
i. Forgot the appointment
ii. Chose to visit another Vet Consultant
iii. Busy with other work
iv. Other reasons (which Petamiko at its discretion decides to be a reason for valid PNS)
3.Below are the invalid cases of PNS:
a. User says she/he got marked as PNS in spite of visiting the practice/Vet Consultant. This will be marked valid/invalid only after Petamiko support team validates the authenticity of the claim.
b. User says that there was health issues with the himself or the Pet and so could not visit the Vet Consultant (This will be a one-time consideration only)
4. If a User has a history of repeat PNS, User’s account can be temporarily disabled from booking further online appointments on Petamiko.com, even on 1st or 2nd instance of PNS.
5. All refunds with respect to PNS for a pre-paid appointment shall be at the discretion of the Vet Consultant and Petamiko has no role with respect to such refunds.
6. Petamiko reserves the right to make the final decision in the case of a conflict. The total aggregate liability of Petamiko with respect to any claims made herein shall be INR 200.
B. Vet No show
a. If a Vet is unable to keep the appointment, the same should be reported in advance.
b. Vet can also request the User to reschedule the meeting, if there are chances for delay in his availability. It shall be at the discretion of the User to reschedule the meeting with the same Vet or choose another vet.
c. When a Vet doesn’t show up for a confirmed appointment (without having cancelled or rescheduled before appointment time), the Vet shall be marked VNS for that particular appointment.
d. Whenever a Vet is marked VNS, an SMS and email is sent to verify this claim and understand the reason behind the missed appointment.
e. Vet should respond in next 7 days after receiving the SMS/email, with the reason.
f. Actions taken on repeat Vet no-show
1. At the third valid instance of VNS in last 90 days, Vet’s account will be temporarily disabled from providing online consultancy services on our Digital Platform for next 15 days.
2. Thereafter, At the second valid instance of VNS in a period of 90 days, Vet’s account will be temporarily disabled from providing online consultancy services on our Digital Platform for next 10 days.
3. Petamiko reserves the right to make the final decision in the case of a conflict. The total aggregate liability of Petamiko with respect to any claims made herein shall be INR 200.
3. RESCHEDULING THE MEETING
a. In case, the User wants to cancel or reschedule the meeting, the request should be made under the Reschedule Tab, 60 minutes before the time slot begins.
b. It should be noted that the User shall be allowed:
o a total of 3 (three) cancellations per month. Any cancellations exceeding that shall be treated as a PNS.
o A total of 1 (One) rescheduling per month. Any cancellations exceeding that shall be treated as a PNS.
c. In case the Vet is not able to attend to the User’s request for consultancy during the booked time slot, he shall send a request to the User to reschedule the meeting. User can choose to reschedule with the same vet or cancel the appointment and book another appointment. Rescheduling / cancellation pursuant to Vet’s request shall not be covered under point (b) above.
a. Petamiko shall refund the fees paid by User in case of all cancellations of appointments made in line with the terms mentioned in clause 3 above.
b. In case of Vet-No-Show, which means, if the User has not received any calls from the Vet during the allocated time slot, and neither has received a request for rescheduling, or, the User has received a request for rescheduling but does not want to reschedule it again, in such cases, refund shall be processed by Petamiko to the User.
c. However, in case the User has not attended the Vet’s call, or has cancelled the meeting within 30 minutes before the scheduled meeting, then both the situations shall be considered as a Patient-No-Show, and no refund shall be processed in such cases.
d. In the event it is proved that the Vet Consultants have acted in contravention of any applicable laws, Petamiko shall provide complete refund to the User, subject to investigation undertaken by Petamiko.
e. If the cancellation is due to the abusive nature of the User, such User shall not be eligible for any refund and Petamiko/Vet Consultant shall be entitled to take any legal action, depending upon the gravity of the matter.
f. User shall refrain from raising any personal queries or advise on Consult which are not related to a specific disease / medicine of the pet. In the event the User raises any such personal queries or advice on Consult, Petamiko reserves the right to terminate the consultation of such Users and further, such Users will not be entitled to any refund.
g. In case a Vet Consultant does not provide a consultation summary prescription for a particular consultation, then the User shall have the right to request for a refund and any amounts paid by the User with respect to the such consultations will be refunded. Refunds will not be provided if the Vet Consultant has provided a consultation summary prescription to the User.
h. In case a Vet Consultant is unreasonably abrupt or quick to complete a particular consultation on Consult, then the User shall have the right to request for a refund. Petamiko shall provide complete refund to the User, subject to investigation undertaken by Petamiko.
i. Petamiko reserves the right to permanently block Users from Consult in the event Petamiko receives multiple cancellation request from such Users for reasons which do not form part of the cancellation policy of Petamiko.
j. Users are allowed a period of 24 hours to flag any consultation as inadequate, and request for a refund. No refund requests shall be considered thereafter.
k. Users can request a refund by contacting Petamiko’s online chat support under the “Support” tab.
l. Petamiko shall check the details and process the refund where applicable, solely at its discretion. After a refund request is processed, the money will be refunded to the User in seven (7) working days from the day refund has been approved from Petamiko.
m. In the event a User raises any concerns regarding the inappropriateness of a particular consultation on Consult, the User agrees that the refund or any other outcome for any such concerns raised by the User will be subject to a detailed review of the said concerns by Petamiko as per Petamiko’s internal policies.
n. In all matters related to refund and settlement under this Agreement, Petamiko shall decide so at its sole and absolute discretion after detailed review of the matter and taking into account all the involved parties’ information. The decision of Petamiko shall be final in this regard.
5. General Terms for Users:
The Users expressly understand, acknowledge and agree to the following set forth therein below:
A. In case any prescription is being provided to User, for the Pet, by the Vet Consultant, the same is being provided on the basis of online consultation, however it may vary when examined physically, hence, in no event shall the prescription provided by Vet Consultants be relied upon as a final and conclusive solution.
B. The Users agree to use the advice from Vet Consultant on the Website pursuant to:
i. an ongoing treatment with their Vet Consultant;
ii. a condition which does not require emergency treatment, physical examination or medical attention;
iii. medical history available as records with them for reference;
iv. a record of physical examination and report thereof with them, generated through their local Vet Consultant;
v. consultation with their Vet Consultant before abandoning or modifying their ongoing treatment.
C. The User agrees that by using Consult, the Vet Consultants on Consult will not be conducting physical examination of the Pet, hence, they may not have or be able to derive important information that is usually obtained through a physical examination. User acknowledges and agrees that the User is aware of this limitation and agrees to assume the complete risk of this limitation.
D. The User understands that Consult shall not form a substitute for treatment that otherwise needs physical examination/immediate consultation. Further, the User understands that the advice provided by the Vet Consultant is based on general medical conditions and practices prevalent in India, to the best of his knowledge and ability, and not for conditions which are territory specific for regions other than India, irrespective of where the User is procuring medical services or engaging in communication with the Vet Consultant.
E. During the consultation and thereafter, the Vet Consultant may upload the prescription/health records for the Pet of the User on the account of the User on the Website for access by the User.
F. Notwithstanding anything contained herein, Petamiko is not in any manner responsible for any drug/medicines prescribed or therapy prescribed by the Vet Consultant.
G. If Vet Consultant responds to the User’s query, the system could trigger communications to the User, in the form of notification/text/email/others. The User further understands that Petamiko may send such communications like text messages/email/calls before and/or after Vet Consultant’s consultation to User’s mobile number, based on the Vet Consultant’s settings (through the Website). However, and notwithstanding anything to the contrary in this Agreement, Petamiko does not take responsibility for timeliness of such communications.
I. User shall refrain from raising any personal queries or advice on Consult which are not related to a specific disease / medicine.
J. Users shall not use abusive language on Consult. In the event of an abuse from the User is reported by a Vet Consultant, Petamiko reserves the right to block such Users from Consult and Petamiko is not responsible for honouring any refund request towards his/her consultation on Consult.
K. Users may share images or videos of the affected areas of their Pets with the Vet Consultant only if it is absolutely necessary for diagnosing its condition. Petamiko shall not be responsible for any such images or videos shared by the Users with the Vet Consultants.
L. Users shall ensure that any interaction/communication with the Vet Consultants, including sharing images or videos of the Pets, shall be only through Consult. The Users shall not rely on any other external modes of communication for interacting/communicating with the Vet Consultants.
M. Users shall be prepared to share all relevant documents or reports to the Vet Consultant promptly upon request.
N. For every paid consultation on Consult, the Users shall not obtain consultation for more than one pet. In the event, the Users attempt to obtain consultation for more than one pet through a single paid consultation on Consult, such consultations will not be addressed by the relevant Vet Consultant.
O. User understands and agrees to provide accurate information and will not use Consult for any acts that are considered to be illegal in nature.
P. If User decides to engage with a Vet Consultant to procure veterinary services or engages in communication, exchange of money for services outside of Consult, User shall do so at their own risk. Petamiko shall not be responsible for any breach of Service or Service deficiency by any Vet Consultant.
Q. The User agrees and understands that the transaction with the Vet Consultant are subject to jurisdiction of Indian laws and that any claim, dispute or difference arising from it shall be subject to the jurisdiction provision as contained in the Terms and Conditions hereunder, at all times. The User further agrees and understands that the Vet Consultant is licensed to practice medicine in India and the onus is on the User to determine if he/she is eligible to Consult with the Vet Consultants via the Website for their pets. It is expressly clarified that at no point in time can it be construed that the Vet Consultant is practicing medicine in a territory other than India, irrespective of where the User is located and procures medical services or engages in communication with the Vet Consultant, in any manner whatsoever.
R. The User shall indemnify and hold harmless Petamiko and its affiliates, subsidiaries, directors, officers, employees and agents from and against any and all claims, proceedings, penalties, damages, loss, liability, actions, costs and expenses (including but not limited to court fees and attorney fees)arising due to or in relation to the use of Website by the User, by breach of the Terms or violation of any law, rules or regulations by the User, or due to such other actions, omissions or commissions of the User that gave rise to the claim.
S. The User shall make payment using the payment gateway to make payments online, solely at User's discretion. Should there be any issues with regard to the payment not reaching the Petamiko account, the User may contact Petamiko's support team via online chat under the “Support” Tab of the App.
6. General Terms for Vet Consultants:
A. The Vet Consultant shall promptly reply to the User after receiving User’s communication. In case of non-compliance with regard to adhering to the applicable laws/rules/regulations/guidelines by the Vet Consultant, Petamiko shall have the right to replace such Vet Consultants for the purpose of consultation to the User.
B. The Vet Consultant further understands that, there is a responsibility on the Vet Consultant to treat the User’s pet, pari passu, as the Vet Consultant would have otherwise treated the pet on a physical one-on-one consultation model.
C. The Vet Consultant has the discretion to cancel any consultation at any point in time in cases where the Vet Consultant feels, it is beyond his/her expertise or his/her capacity to treat the Pet. In such cases, it may trigger a refund to the User and the User has the option of choosing other Vet Consultants. However, it is strongly recommended that the Vet Consultant advise the User and explain appropriately for next steps which may include referring the User for further evaluation.
D. The Vet Consultant is and shall be duly registered, licensed and qualified to practice medicine/ provide health care, wellness services, to non-human animals as per applicable laws/regulations/guidelines set out by competent authorities and the Vet Consultant shall not be part of any arrangement which will prohibit him/her from practicing medicine (to non-human animals) within the territory of India. The Vet Consultant shall at all times ensure that all the applicable laws that govern the Vet Consultant shall be followed and utmost care shall be taken in terms of the consultation/ services being rendered.
E. Vet Consultant shall ensure that, the consultation online is treated as an in-clinic consultation and provide advice to the best of Vet Consultants’ knowledge.
G. Vet Consultants should provide e-prescriptions to the Users only via the prescription module. The Vet Consultant hereby agrees and covenants to be responsible and liable for the content of e-prescription. In addition to any indemnity warranties provided else-where in the Agreement, the Vet Consultant hereby agrees to hold Petamiko, its officers, employees, agents and affiliates harmless from any claims, damages, losses or penalties arising out of any third party claims in connection with the validity of the e-prescription, its content.
H. For a Vet Consultant to complete a consultation, it is mandatory to provide a consultation summary via the e-prescription module to all Users.
I. If Vet Consultant needs to change the status to 'unavailable', the same could be changed after having completed all the open consultations. In case the Vet Consultant leaves a consultation open and changes the status to 'unavailable', the Vet Consultant understands that he shall be liable to pay such penalty as may be imposed by Petamiko, in these cases.
J. The Vet Consultant is not allowed to use any other platform other than Consult for the purpose of interacting/communicating with the User and any attempt by the Vet Consultant to interact with the Users through any other external means of communication will amount to violation of this Agreement by the Vet Consultant.
K. If the Vet Consultant’s performance on Consult is not compliant with the expected guidelines of Petamiko or the Vet Consultant is found to be misusing Consult, the Vet Consultant may result in losing the privilege of using Consult feature & platform.
L. The Vet Consultant acknowledges that should Petamiko find the Vet Consultant to be in violation of any of the applicable laws/rules/ regulations/guidelines set out by the authorities then Petamiko shall be entitled to cancel the consultation with such Vet Consultant or take such other legal action as maybe required.
M. In case of there being any technical failure, at the time of transaction and there is a problem in making payment, User may contact Petamiko's support team via online chat under the “Support” tab of the App.
N. It is further understood by the Vet Consultant that the information that is disclosed by the User at the time of consultation is personal information and is subject to all applicable privacy laws, shall be confidential in nature and subject to User and Vet Consultant privilege.
O. The Vet Consultant understands that Petamiko makes no promise or guarantee for any uninterrupted communication and the Vet Consultant shall not hold Petamiko liable, if for any reason the communication is not delivered to the User(s), or are delivered late or not accessed, despite the efforts undertaken by Petamiko
P. The Vet Consultant understands that Petamiko makes no promise or guarantee for the number of consultations that will be allocated to a Vet Consultant on Consult. The consultations allocated to a Vet Consultant will depend upon various factors, which inter-alia includes, Consult response time, User feedback and number of Vet Consultants available, etc., It is the responsibility of the Vet Consultant to keep a track of their overall performance.
Q. It shall be the responsibility of the Vet Consultant to ensure that the information provided by User is accurate and not incomplete and understand that Petamiko shall not be liable for any errors in the information included in any communication between the Vet Consultant and User.
R. The Vet Consultant shall indemnify and hold harmless Petamiko and its affiliates, subsidiaries, directors, officers, employees and agents from and against any and all claims, proceedings, penalties, damages, loss, liability, actions, costs and expenses (including but not limited to court fees and attorney fees)arising due to the Services provided by Vet Consultant, violation of any law, rules or regulations by the Vet Consultant or due to such other actions, omissions or commissions of the Vet Consultant that gave rise to the claim.
7. Commercial Terms
A. Petamiko’s standard terms for settlement of payments to Vet Consultants shall apply.
B. Payments to Vets shall be made on every Wednesday for every successful consolations completed by the Vets during the period of one week starting from Monday to Sunday of the previous week.
C. For each consultation session completed by the Vets, the Vets shall be paid their fees quoted on the Digital Platform. However, Petamiko shall deduct the following charges from the said payment:
a. 2% of the fees (payment gateway charges)
b. 18% GST on the payment gateway charges
D. All payments to Practitioner shall be subject to applicable tax deductions / withholdings.
8. Express Disclaimers:
Consult is intended for general purposes only and is not meant to be used in emergencies/serious illnesses requiring physical consultation. Further, if the Vet Consultant adjudges that a physical examination would be required and advises ‘in-person consultation’, it is the sole responsibility of the User, to book an appointment for physical examination and in-person consultation whether the same is with the Vet Consultant listed on the Website or otherwise. In case of any negligence on the part of the User in acting on the same and the condition of the User deteriorates, Petamiko shall not be held liable.
Petamiko’s Digital Platform is being made available to Users to assist them to obtain consultation from Vet Consultants and does not intend to replace the physical consultation with the Vet Consultant.
Petamiko reserve the right to modify the above mentioned terms from time to time.