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Terms and Services

Willow Luxe Limited ("We" or "Us") is a company located at 70 Fell Christy Chelmsford, United Kingdom, CM1 1RZ registered on the register of commerce and companies in London under number 14396199 which operates through the site https://pethealnow.com ("Site") a veterinary service enabling any individual acting in a private capacity ("Customer" or "You") to get veterinarians advice.

The purpose of these conditions is to define the way in which You, as a Customer, can benefit from the Service ("Conditions").

Our Terms and Conditions may be amended and supplemented at regular intervals as they evolve, in which case We will inform You by e-mail the month before they are updated. Access and use of Our Service after You have been informed of this update, as well as the absence of cancellation of Your subscription by the end of the month, implies Your adherence to the latest version of the said Terms.

This version (v1.0) of Our Conditions is dated 01/09/2023.

1. Purpose of the Website

Our platform aims to assist individuals who may not have access to a physical clinic and seek advice regarding their pet's situation. We offer guidance and professional advice; however, this is not a veterinary procedure. Should our veterinarians assess that a physical clinic visit is required, they will strongly recommend doing so for proper evaluation and treatment. This service is not intended to compete with veterinary care establishments (such as practices, clinics, hospitals, specialist centers); instead, it is designed to complement and support them.

2. Services

Veterinary instant messaging is a written exchange of general information, which may relate to animal health, between pet owners and contributors on a dedicated website (or a smartphone application). This exchange cannot under any circumstances involve the collection of histories leading to the dispensing of personalized advice or a diagnosis, which characterize a veterinary act.

It does not constitute teleconsultation; therefore, no medical act, consultation, diagnosis, or prescription is carried out through the services offered by the online veterinary advice module. Veterinarians or Veterinarians nurse respond, within the scope of their expertise and professional qualifications, to users based on the information provided by users, as well as on established scientific knowledge and common practices. They provide general advice but do not offer diagnoses or prescriptions, in accordance with the veterinary code of ethics. The services offered are not intended to enable the service user to make their own diagnosis or even choose their own treatment methods.

3. User Accounts

  • User accounts are automatically created when users purchase our 72-hour trial offer for £3.
  • During account creation, we collect information such as email addresses, full names, and payment data. This information is used solely for account management and communication purposes.
  • User data is securely stored in Firebase Realtime Database to ensure the confidentiality and integrity of personal information.

4. Content Ownership

  • Content uploaded or posted on Pet Heal, including messages, images, and other materials, remains the property of the users who submit them.
  • Users retain full rights over their content, and they can request access to their data and request its deletion at any time. We respect the privacy and ownership rights of our users' content.

5. Privacy Policy

Our Privacy Policy, available at Privacy Policy, provides detailed information about how user data is collected, stored, and shared. It is separate from these Terms and is an integral part of our commitment to user privacy and data protection.

6. Payments and Subscriptions

  • Users are offered a 72-hour trial for the nominal fee of £3, granting them access to get unlimited veterinarians advice.
  • After the trial period, a subscription fee of £49.90 per month will be automatically initiated for users who wish to continue accessing our services.
  • Subscription cancellation is straightforward and can be done through the user's profile page or by using the cancellation link provided in the website's footer. We offer flexibility and transparency to our users when it comes to subscription management.

7. Cancellation Policy

You have the right to cancel your subscription at any time, for any reason, without incurring any additional charges. We believe in providing our customers with the utmost flexibility and freedom when it comes to using our services.

To cancel your subscription, please follow these steps:

  1. Log in to your account on our platform.
  2. Navigate to the "Subscription" or "Account Settings" section.
  3. Select the option to cancel your subscription.
  4. Confirm your cancellation.

Once you've completed these steps, your subscription will be canceled, and you will not be charged any further fees.

You can also cancel anytime by clicking the cancellation link provided in the footer. If you encounter any issues while canceling your subscription, please don't hesitate to contact our customer support team by phone at +442035145831, by email at contact@vetsupportnow.com, or via our contact form. We're here to help you with any questions or concerns you may have regarding your subscription or the cancellation process.

Please note that upon canceling your subscription, you will lose access to our premium services, including 24/7 veterinarian support, effective from the end of your current billing cycle. No refunds will be provided for any remaining days of your subscription period.

We hope this policy provides clarity and reassurance regarding the cancellation process. If you have any further questions or require additional information, please do not hesitate to contact us.

8. Refund Policy

You have the right to request a refund within 14 (fourteen) days of your initial payment for our service.
To request a refund, please contact us by phone at +442035145831, by email at contact@vetsupportnow.com, or via our contact form.

We will send a confirmation of your refund request to the email address you provided during registration. If you exercise your right to a refund and have not used our service, you will receive a refund within 5 (five) to 10 (ten) days of us receiving your refund request.
The refund amount will be credited back to the card you used for payment.

Please note that if you have already used our service during the current month, no refund will be issued for that month. In such cases, your refund request will be considered a request for cancellation, effective at the end of the current month.

9. Governing Law and Jurisdiction

These Terms are governed by the laws of the United Kingdom. Any disputes arising from the use of our services shall be subject to the jurisdiction of the United Kingdom's courts.

10. Contact Information

For questions or concerns about these Terms, please contact us at contact@vetsupportnow.com. We value your feedback and are committed to addressing your inquiries promptly and effectively.

11. Updates and Revisions

These Terms were last updated on September 1, 2023. We reserve the right to update and revise these Terms as needed to comply with changing legal requirements and improve user experience. Users will be notified of any changes to the Terms through email notifications and updates on our Website.

12. User Conduct and Responsibilities

  • Users are expected to conduct themselves in a respectful and responsible manner when using Pet Heal's services. Harassment, abuse, or inappropriate behavior towards our veterinarians or fellow users will not be tolerated.
  • Users are responsible for maintaining the security and confidentiality of their account information and must not share their login credentials with others.
  • Users should promptly report any issues or concerns to Pet Heal's customer support team for resolution.

13. Limitation of Liability

Pet Heal strives to provide high-quality veterinary services, but we cannot guarantee specific outcomes or results. We are not responsible for any harm or damages resulting from the use of our services, including, but not limited to, misdiagnosis or delayed care.

14. Termination of Services

Pet Heal reserves the right to terminate or suspend user accounts at our discretion, particularly in cases of abuse, harassment, or violations of these Terms. Users will be notified of such actions, and the reasons will be provided.

15. Intellectual Property

All intellectual property rights associated with Pet Heal's Website and services, including trademarks, logos, and content, are owned by Pet Heal and are protected by applicable intellectual property laws. Users may not reproduce, modify, or distribute our content without permission.

16. Severability

If any provision of these Terms is deemed unenforceable or invalid by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

17. Service limitations

We reserve the right, but are not obligated, to limit the offering of our services to any person, or in any geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any services that we offer. We reserve the right to discontinue any services at any time. Any offer for any services made on this site is void where prohibited by law. We do not warrant that the quality of any services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the services will be corrected.