Terms of Service

1. Acceptance of terms

By accessing or using the Pet n Vet platform (available at petnvet.co.ke and via our mobile application), you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, you must not use the platform.

These terms constitute a legally binding agreement between you and Pet n Vet Kenya Ltd, a company incorporated under the laws of the Republic of Kenya. We reserve the right to amend these terms at any time with reasonable notice, which we will provide via email or in-app notification.

Your continued use of the platform after any such change constitutes acceptance of the revised terms. If you do not accept the revised terms, please cease using the platform and close your account.

2. Account registration & responsibilities

To access most features of the platform you must register for an account. You agree to provide accurate, complete, and current information during registration, and to update that information as necessary to keep it accurate.

You are solely responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify us immediately at support@petnvet.alatlabs.com if you suspect any unauthorised use of your account.

You must be at least 18 years old to register for an account. By registering, you represent and warrant that you meet this requirement. Accounts may not be transferred to another person without our written consent.

3. Acceptable use

You agree to use the platform only for lawful purposes and in a manner consistent with all applicable laws and regulations. You must not use the platform to transmit any content that is defamatory, harassing, fraudulent, or otherwise objectionable.

You must not attempt to gain unauthorised access to any part of the platform, interfere with the platform's operation, or circumvent any security or access controls. Automated scraping or data extraction without our written consent is strictly prohibited.

We reserve the right to suspend or terminate your account if we determine, in our sole discretion, that you have violated these acceptable use provisions.

4. Veterinarian verification (KVB)

All veterinarians listed on the platform are required to provide evidence of current registration with the Kenya Veterinary Board (KVB). We verify this information at the time of onboarding and perform periodic re-checks; however, we cannot guarantee that every listed vet's registration remains current at all times.

The KVB-verified badge indicates that the vet's licence number was confirmed with the KVB at the time of verification. It is not a guarantee of clinical competence or current good standing. Pet owners should exercise their own judgement when selecting a veterinarian.

Veterinarians who allow their KVB registration to lapse are required to notify us immediately and must not continue accepting bookings through the platform until their registration is renewed.

If you believe a vet on the platform has an expired or invalid licence, please report this to us at support@petnvet.alatlabs.com and we will investigate promptly.

5. Payments & refunds

Payments for appointments and subscriptions are processed via M-Pesa (Safaricom), Airtel Money, and Pesapal (for card payments). By initiating a payment you authorise us to charge the relevant payment instrument for the stated amount.

Refunds for cancelled appointments are processed within 7 business days of cancellation, provided the cancellation is made no less than 2 hours before the scheduled appointment time. Appointments cancelled within 2 hours of the start time are not eligible for a refund unless the vet cancels on their side.

Subscription fees are charged monthly in advance and are non-refundable for the current billing period. You may cancel your subscription at any time and your access will continue until the end of the paid period. We reserve the right to change subscription pricing with 30 days' written notice.

6. Marketplace transactions

The marketplace section of the platform allows registered sellers to list pet products and supplies for sale. Pet n Vet acts as an intermediary platform only and is not a party to any transaction between buyers and sellers.

Sellers are solely responsible for the accuracy of their product listings, the quality of goods supplied, fulfilment of orders, and compliance with all applicable consumer protection laws. Pet n Vet does not warrant the quality, safety, or legality of any listed product.

Disputes between buyers and sellers should be raised first through our in-platform dispute resolution process. If no resolution is reached within 14 days, parties may escalate to the appropriate consumer protection authority in Kenya.

7. User-generated content

The platform allows users to post reviews, forum threads, and other content. By submitting content, you grant Pet n Vet a non-exclusive, royalty-free licence to display, distribute, and moderate that content on the platform.

You are solely responsible for content you post. You must not post false, defamatory, or misleading reviews, or content that infringes any third party's intellectual property rights. We reserve the right to remove any content that violates these terms without notice.

Reviews of veterinarians must be based on genuine first-hand experience. Fake or incentivised reviews are prohibited and may result in account suspension.

8. Disputes & arbitration

In the event of any dispute arising out of or in connection with these terms, both parties agree to first attempt to resolve the matter through good-faith negotiation. You should contact us at support@petnvet.alatlabs.com with a written description of the dispute.

If the dispute cannot be resolved by negotiation within 30 days, the parties agree to submit it to binding arbitration in accordance with the Arbitration Act of Kenya (Cap. 49). The arbitration shall be conducted in Nairobi and the language of arbitration shall be English.

Nothing in this clause prevents either party from seeking urgent injunctive or other equitable relief from the courts of Kenya.

9. Limitation of liability

To the fullest extent permitted by applicable law, Pet n Vet shall not be liable for any indirect, incidental, consequential, or punitive damages arising from your use of the platform or any veterinary services booked through it.

Our total liability to you for any claim arising from these terms shall not exceed the total fees you have paid to us in the three months preceding the date of the claim. This limitation applies regardless of the legal theory under which the claim is brought.

We do not provide veterinary advice. Content on the platform (including AI-assisted responses) is for informational purposes only and is not a substitute for professional veterinary diagnosis or treatment.

10. Termination

You may close your account at any time by visiting your profile settings or by emailing support@petnvet.alatlabs.com. Upon account closure, your personal data will be handled in accordance with our Privacy Policy.

We may suspend or terminate your account without notice if you materially breach these terms, if required to do so by law, or if we reasonably believe your use poses a risk to other users or to the integrity of the platform.

Upon termination, all licences granted under these terms immediately cease. Sections 8, 9, and 11 shall survive termination.

11. Governing law

These terms are governed by and shall be construed in accordance with the laws of the Republic of Kenya. Any legal proceedings that are not subject to arbitration under Section 8 shall be brought exclusively in the courts of Nairobi, Kenya.

If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect.