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When It’s Not Urgent, Just Message Us: Calm, Flexible Online Vet Advice That Fits Around Your Day

Message-based online vet access services | PawSquad

When It’s Not Urgent, Just Message Us: Calm, Flexible Online Vet Advice That Fits Around Your Day

When most people think about an online vet consultation, they picture a live video call. And for many situations, that works brilliantly.

But not every question about your pet needs you to stop what you’re doing, sit on camera and talk things through in real time.

At PawSquad, we also offer message-based online vet advice through our secure app. You send your question. A real, UK-registered vet reviews it carefully and replies with clear, structured guidance. No bots. No AI-generated responses. Just professional veterinary support, in a format that works around your day.

If your pet’s issue isn’t urgent, messaging can be one of the simplest, calmest ways to get reassurance and next steps.

What Is Message-Based Online Vet Support?

Message-based support (sometimes called asynchronous vet advice) allows you to:

  • Send a detailed message about your concern
  • Upload photos or short video clips
  • Add updates over time
  • Check replies when it suits you

There’s no need to book a specific slot or be available at a fixed time. The conversation stays open as long as is needed, so you can continue the thread as things evolve.

It’s rather like having a vet in your pocket – without needing to rearrange your day.

PawSquad offers 24/7 GP vet consultations via video, voice and secure chat, and nearly 50% of queries can be resolved with advice and guidance alone. When hands-on care is needed, owners are directed appropriately to an in-person practice.

Message-based online vet access services | PawSquad

Why Message-Based Vet Advice Works So Well:

1. It Fits Around Real Life

Life is busy. Work, school runs, family commitments and everything in between.

With message-based online vet support, you can:

  • Send a question as soon as you notice something
  • Check back for replies later
  • Respond in your own time

There’s no pressure to drop everything for a live appointment.

2. Photos and Videos Often Tell the Story

Certain concerns are particularly suited to secure messaging because images help enormously. For example:

  • Skin rashes or irritation
  • Eye discharge
  • Lumps and bumps
  • Minor wounds
  • Mobility changes

High-quality photos and short clips allow your vet to assess what they can see, ask focused follow-up questions, and build a clearer clinical picture.

Being able to upload updates over several hours – or even days – can be especially useful when monitoring progress.

Not quite enough for them to see? You can simply switch to a video call from the chat if more clarity is needed.

3. The Conversation Can Unfold Over Time

Not every issue needs an instant, one-off answer.

Message-based support works particularly well for:

  • Monitoring vomiting or diarrhoea
  • Checking whether a scrape is healing normally
  • Discussing a small lump
  • Adjusting home care advice
  • “Is this normal?” reassurance queries

Instead of feeling rushed, you can update the same thread as things change. Your vet can review new information and refine their advice accordingly.

This approach often leads to clearer, more considered guidance – and written advice you can refer back to.

4. It Can Be Less Stressful for Pets

For many pets, avoiding travel, car journeys and waiting rooms reduces anxiety.

For many owners, avoiding the scramble to arrange and attend an appointment reduces pressure too.

Telehealth doesn’t replace hands-on veterinary examination when it’s needed. But it can support sensible decision-making about when that visit is truly necessary — helping owners feel confident and informed.

Message-based online vet access services | PawSquad

When Is Message-Based Online Vet Advice a Good Option?

Message-based support is often suitable for:

  • Mild digestive upsets
  • Skin or ear concerns
  • Ongoing condition check-ins
  • Post-visit follow-ups
  • Behavioural questions
  • General reassurance

It is not appropriate for emergencies. If you feel your pet has a life threatening emergency then please contact your local vet, or emergency veterinary service if it’s out of hours. Alternatively, you can speak to a vet on PawSquad on voice or video for immediate guidance. 

A qualified vet will always advise you if hands-on examination is required.

Is Message-Based Vet Support Safe?

Online veterinary advice works best when it’s:

  • Delivered by qualified, UK-registered vets
  • Structured and documented
  • Supported by clear triage protocols

At PawSquad, advice is tailored to the information you provide, with appropriate safety-netting and guidance about when to seek in-person care. Many owners find that having written advice improves understanding and helps them feel more confident managing minor issues at home.

A Calmer Way to Get Answers

If you have a question about your pet and it isn’t an emergency, secure messaging can be a straightforward, flexible way to get professional advice.

  • No waiting room.
  • No fixed appointment slot.
  • No need to be on screen (unless you or the vet you’re chatting to decide that’s the best way forward, in which case they can simply switch to a video call)

Just thoughtful, considered guidance from an experienced vet – on your terms, in your time.

If it’s not urgent, just message us.

Terms & Conditions

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You must read these Terms carefully before using PawSquad services as they set out the basis on which we provide services to you. If you are unhappy with or do not agree with these Terms then you must exit the PawSquad platform and cancel any appointment.

WE DRAW YOUR ATTENTION TO CLAUSE 12 “LIABILITY” AS THIS LIMITS OUR RESPONSIBILITY FOR YOUR ALLEGED LOSSES IN USING OUR SERVICES IF THINGS GO WRONG.

1. INTRODUCTION

a. Pawz Limited, company number 08402231, registered address is The Chocolate Factory, Keynsham, Bristol, B531 2AU trading as PawSquad (“Company”, “PawSquad”, “we”, “us” or “our”) operates the website at www.pawsquad.com and other related sites and mobile applications (“Apps”) (collectively, the “Sites”) and operates the PawSquad online consultation service (the “Service”).

b. Certain Services are free, while other Services require payment.

c. The Service is not an emergency service, it is to be used for general advice only and is not intended to replace a physical examination by a veterinarian. If you think you need emergency assistance, you should take your pet to the nearest emergency veterinary practice.

d. You must not use the Service to seek medical advice for an animal that is unconscious, not breathing or gasping for air, experiencing an allergic reaction, uncontrollably bleeding, or showing any symptoms that require urgent veterinary attention. In a life-threatening emergency, you must take your pet to the nearest emergency veterinary practice immediately.

e. The information and views provided by the Pet Professionals through the Services are those of the individual Service Provider that you are obtaining information from and not necessarily the views of the Company, its Members, Managers, Consultants, other veterinarians, employees, agents, advertisers or affiliates. All information obtained directly or indirectly from the Service is provided at your own risk.

f. These Terms and Conditions (“Terms”) apply to your use of the Sites and the Services, and by accessing, registering to use or using any part of the Sites or the Service, or by downloading the Apps, you are deemed to have accepted and agree to be bound by these Terms in full.

g. If you do not agree to be bound by these Terms, you must leave the Sites, not register to use the Service and not download or delete the App (as appropriate) immediately.

h. By agreeing to these Terms, you warrant and represent that you are at least the age of majority in your country of residence.

i. We may need to revise these Terms, including the Charges in clause 3, at any time. We will do this by updating this posting. Where you have registered an Account (as defined in clause 9 below), we will try to notify you by email or when you next log in to your Account. In any event, you should check the Sites from time to time to review the then current Terms and Charges, because they are binding on you. If you do not agree to any changes, you must leave the Sites, delete the App(s), terminate your Account (in accordance with clause 6 below) and stop using the Service immediately.

2. THE SERVICE

a. Through the Sites, we operate the Service, which allows you to obtain information, guidance and/or advice from a range of animal health professionals (“Pet Professionals”). More information about the Service can be found at www.pawsquad.com.

b. In certain circumstances the Pet Professionals may consider that your pet’s problems are best addressed other than through the Service and they may suggest that you should seek advice elsewhere, online or in person.

c. As part of the Service, you will provide us with brief written details of the issue you would like to discuss (a “Request”), information about your pet including details of any medical history and the contact details for Your usual vet and hereby give permission for PawSquad to contact them to request Your pet’s medical records. You hereby acknowledge and accept the limitations and risks of providing information relating to a pet that has not had a physical examination.

d. You accept that we may only provide the Services in accordance with these Terms if you provide us with all the information we need. Therefore, you must:

i. provide all information you give to us or a Pet Professional is accurate and in English;

ii. seek further medical advice if you have any concerns about our Service or any information that we provide;

iii. follow any instructions you are given by us or the Pet Professional;

iv. follow any instructions regarding the use of any medicines or products we or the Pet Professionals recommend or prescribe (including in respect of use-by dates);

v. report any adverse or unexpected effects of treatments to us;

vi. keep any medicines we or the Pet Professionals give you securely and do not allow others (especially children) to use them;

vii. tell us if any of our information about you is or becomes inaccurate or incomplete; and

viii. use our services only for yourself and your pets;

e. We rely on an accurate record of your use of Service in order to do this. You must not register more than once for our Service.

f. By submitting a Request, you agree to pay the associated Charge for the service requested and any Additional Charges in accordance with clause 3 below and confirm that you are the owner of the pet in question or that you have the authority of the owner or other appropriate authority to use the Service in relation to that pet and to disclose the details of that pet through the Service.

g. Your Request will be made available to the next available Pet Professional, who will review the Request and confirm a consultation as soon as possible. Most consultations are instant connections and do not require an appointment. Certain more specialised services do require you to make an appointment in advance, in which case you may select a time slot and pay in advance if payment is necessary.

h. During the consultation, the Pet Professional will discuss with you and assess your pet’s needs and, if possible, provide you with information, guidance and/or advice.

i. If the Pet Professional is able to provide any information, guidance and/or advice, they will then send you a follow-up written report summarising what they have told you.

j. You should never disregard medical advice received from your primary veterinarian(s) or delay seeking advice from a veterinarian(s) because of information provided to You by a Pet Professional or that is otherwise provided to You through the Sites and/or the Services.

k. You acknowledge that if Your pet needs immediate medical attention that You should and will promptly take Your pet to the nearest emergency veterinary facility, in many cases recommended by your Pet Professional.

l. You agree that no Veterinarian-Client-Patient-Relationship (“VCPR”) is established in connection with the Site and as such, you acknowledge that it is not possible for pet professionals to prescribe prescription-only medicines. You agree that a VCPR can only be established following an in-person consultation with a qualified and registered veterinarian as dictated by the Royal College of Veterinary Surgeons Code of Professional Conduct.

m. You may not record, in whole or in part, any chat conversation or video call with a Pet Professional.

3. PARTNER SCHEMES

a. You may also have access to the Service through a partner organisation of PawSquad, such as through your pet insurance policy with your insurer (“Insurance Scheme”), or an organisation membership benefit scheme with organisations like retailers (“Membership Scheme”).

b. Where you are receiving the Services through a “Partner Scheme” provided by a “Partner” of PawSquad, your right to use the Service shall also be subject to and in accordance with the rules of the Partner Scheme.

c. In the event of any inconsistency or conflict between these Terms and the rules of the Partner Scheme these Terms shall take precedence.

4. PET PROFESSIONALS

a. We screen all of the Pet Professionals to ensure that you get the best possible information, guidance and advice available in the circumstances but, due to the nature of the field in which we operate and the services we facilitate, we cannot guarantee that any of the information, guidance or advice you may receive will achieve any specific results.

b. Some of the Pet Professionals are licensed professionals and/or members of a regulated profession (such as registered veterinary surgeons and veterinary nurses) and are bound by laws, regulations and codes of conduct that may, in certain circumstances, prevent them from being able to offer you specific guidance or advice or a formal diagnosis through the consultation Service. In those circumstances, the Pet Professional will let you know and will advise you on the most appropriate course of action to get the help that you and your pet need.

c. Any information, guidance or advice provided by the Pet Professionals will be based on the information that you provide to them in your Request and during the consultation, and their observations during the consultation. Therefore, it is your responsibility to ensure that all the information that you provide is complete and accurate, to the best of your knowledge.

d. The information, guidance and/or advice that you receive through the consultation Services will be based on the specific information that you provide through the consultation Services (including in your Request). As such, it may not be applicable generally or in relation to any other animal and you should not apply the information, guidance or advice you receive to any animal other than the pet in question, without the explicit confirmation from the relevant Pet Professional.

e. At the end of each consultation, you will be given the opportunity to provide a review of the Pet Professional who conducted the consultation. Your review will be used for our internal quality control purposes and we may (and you agree that we may) disclose your review to the relevant Pet Professional if we consider it necessary to properly address any issue you raise. Your review may also be disclosed publicly on our Sites or any marketing materials and in such circumstances your first name may also be disclosed, though not your surname.

5. CHARGES, CANCELLATION AND REFUNDS

a. Consultations booked via the platform with the Pet Professionals will incur a charge.

b. The fee applicable for each consultation type (the “Charge”) will be clearly shown before payment is taken. Consultations typically last around 15-30 minutes depending on the consultation type but you will not be asked to pay more if your consultation runs over this time. However, if you have multiple concerns, multiple pets or if the input of a different Pet Professional is advised, you may be asked to have a separate consultation for these.

c. Payment is to be made by credit or debit card, using the details you provide in your Request.

d. Your card will be pre-authorised when you submit your Request, and a consultation will only be offered if we are able to pre-authorise the card.

e. If a call fails for any reason and a Pet Professional is not able to gather enough information to provide a written consultation report, your card will not be charged.

f. You may cancel your Request for a booked consultation at any time up to 60 minutes before the scheduled time without charge.

g. We will charge you in full if the Request is cancelled less than 60 minutes before the scheduled time or if you do not show up for your appointment.

h. You may reschedule a booked consultation at any time before the scheduled time without charge.

i. You are entitled to a refund if:

i. you have been charged; and

ii. there is a technical issue caused by PawSquad that means that you are unable to complete the online consultation (this does not include any failure caused by the device or internet connection you use to access the Service); or

iii. the Pet Professional considers that your pet’s problems are best addressed through a different Pet Professional (e.g. a behaviourist rather than a vet) or is unable to provide you with any information, guidance or advice; or

iv. PawSquad is unable to provide a Pet Professional to conduct the consultation at the scheduled time and is unable to offer a suitable alternative time slot

j. If you believe you are entitled to a refund, you must contact us as soon as possible in writing (by email to welcome@pawsquad.com). We will then verify your entitlement to a refund and, if appropriate, complete the refund as soon as possible.

6. SUBSCRIPTION

a. Your PawSquad subscription will continue month-to-month until terminated. Cancellation will not be possible for the first three (3) months of your subscription.

b. To use the PawSquad service you must have Internet access and an appropriate device and provide us with one or more Payment Methods. “Payment Method” means a current, valid, accepted method of payment, as may be updated from time to time, and which may include payment through your account with a third party. Unless you cancel your subscription a minimum of 7 days before your monthly billing date, you authorise us to charge your next month’s membership fee to your Payment Method.

c. We may offer a number of subscription plans, including special promotional plans or subscriptions offered by third parties in conjunction with the provision of their own products and services. Some subscription plans may have differing conditions and limitations, which will be disclosed at your sign-up or in other communications made available to you.

d. The subscription fee for the PawSquad Subscription service and any other charges you may incur in connection with your use of the service, will be charged on a monthly basis to your Payment Method on the calendar day corresponding to the commencement of the paying portion of your subscription. In some cases, your payment date may change, for example if your Payment Method has not successfully settled or if your paid membership began on a day not contained in a given month.

e. To use the PawSquad service you must provide one or more Payment Methods.

f. You may update your Payment Methods by logging in to your account.

g. We may also update your Payment Methods using information provided by the payment service providers.

h. Following any update, you authorise us to continue to charge the applicable Payment Method.

i. You authorise us to charge any Payment Method associated to your account in case your primary Payment Method is declined or no longer available to us for payment of your subscription fee.

j. You remain responsible for any uncollected amounts.

k. If a payment is not successfully settled, due to expiration, insufficient funds, or otherwise, and you do not cancel your account, we may suspend your access to the service until we have successfully charged a valid Payment Method.

l. For some Payment Methods, the issuer may charge you certain fees, such as foreign transaction fees or other fees relating to the processing of your Payment Method. Local tax charges may vary depending on the Payment Method used. You must check with your Payment Method service provider for details.

m. We may change our Pet Health Club subscription service and the price of our service from time to time; however, any price changes or changes to our subscription service will apply to you no earlier than 30 days following notice to you.

n. You can cancel your PawSquad subscription after the first three (3) months has passed, providing us a minimum of seven (7) days’ notice. On cancellation you will continue to have access to the service until the end of your chargeable billing period.

o. To the extent permitted by the applicable law, payments are non-refundable and we do not provide refunds or credits for any partial-month subscription periods.

p. If you cancel your subscription, your account will automatically close at the end the chargeable billing period. Thereafter, you will be able to use the Service on a pay-as-you-go basis only.

7. INSURANCE

a. You are responsible for paying all the Charges due in connection with your use of the Service.

b. If you have pet insurance in place, you should be aware that your use of the Service and the associated Charges may or may not be covered (in full or at all) by your pet insurance, but you will still need to pay the Charges.

c. You must check with your pet insurance provider before using the Services if you intend to make a claim under your pet insurance policy.

8. REGISTRATION, USER ACCOUNTS, DATA PROTECTION AND PRIVACY

a. In order to access certain parts of the Sites or use the Service, you must register an account (“Account”) with us and provide certain details about you and your pet(s) (your “Account Details”).

b. You must keep your Account Details (including, but not exclusively, your contact and billing details) up to date and accurate at all times.

c. Each Account is for use by a single user only. You must not share your username and password with any other person.

d. You may not use false email addresses / social media accounts, claiming to be someone other than who you are, or attempting to mislead PawSquad as to the origin of any comments. You are directly responsible for any comments / reviews published and for the accuracy of the information published. PawSquad is not responsible and will not be liable for any comments posted by you or any third party.

e. You are responsible for ensuring your passwords and login details are kept securely, and therefore you will be responsible for all activity on your Account including any Charges that are incurred.

f. You must notify us immediately if you become aware of any unauthorised use of your password or Account.

g. We recommend that you set the following features when setting passwords:

i. They contain both uppercase and lowercase letters (for example, a-z and A-Z).

ii. Contains numbers and special characters (eg! @ # $% ^ & * () _ + =} : ”?> <)

iii. Contains at least six alphanumeric characters.

iv. There are no words in any language, jargon, dialect, etc.

v. They are not made based on personal information, last name, etc.

h. Any personal information you submit on the Sites or through the Services and all electronic communications between you and us are governed by our Privacy and Cookie Statement.

i. By registering an Account with us, you agree that you are happy to receive communications from us by email in relation to your Account or use of the Service.

j. We may communicate with you by telephone or by email (using the details you provide to us in your Account Details), by posting notices on the Sites, or by sending you a message through the App(s), and you agree that any such email, notice or message will be deemed communication “in writing” for legal purposes.

k. You agree that we may pass on your Account Details and the information you provide in any Request to the Pet Professionals.

l. the Pet Professionals may keep notes and copies of the information that you provide and any information, guidance or advice they give through the Services, and you agree that they may use that information for any internal professional purposes as may be required by law or relevant regulation (such as for supervisory purposes).

m. We warrant and represent that each of the Pet Professionals is bound by an express contractual obligation with us to keep your personal information safe, secure and confidential.

n. We record consultations conducted through the Online Consultation Service for quality control and monitoring purposes and may keep records of the communications sent and received through the Sites in relation to the Service. By using the Service, you agree to us keeping such records.

o. In certain circumstances, we and/or the Pet Professionals may be required by law or regulation to disclose certain information that you provide. This includes, without limitation, in the event that there is a suspicion of animal abuse (including neglect) or any illegal or criminal activity.

p. You hereby consent to the Company obtaining your pet’s medical records from the person(s) you indicate as your primary veterinarian(s) and the Company providing information to such primary veterinarian relating to your usage of the Website and Services. You authorise copies or summaries of the medical records and images pertaining to your pets to be released to the Company by fax, first-class mail or by e-mail. You hereby consent to the Company’s storage of Your pet’s medical records in the Company’s system so that they can be reviewed by Pet Professional(s) you speak with or distributed to emergency or specialist referral hospitals at your request in the event that your pet might need emergency care at a time when your primary veterinarian(s) might not available to care for Your pet.

9. TERMINATION OR SUSPENSION OF ACCOUNTS

a. We reserve the right to suspend or terminate your Account and deny you access to the Sites and/or the Service at any time at our sole discretion and for any reason including, without limitation, if you are in breach of these Terms.

b. If your Account is suspended or terminated by us for any reason, you must not attempt to register another account.

c. You may terminate your Account at any time by sending an email to the address in clause 18 below, and we will process that termination request and close your Account as soon as possible, usually within seven (7) days of receipt of your termination request.

d. Any obligations or liabilities that have arisen or been incurred before the suspension or termination of your Account (including, but not exclusively, your obligation to pay any Charges incurred) must survive and remain enforceable despite such suspension or termination.

e. After termination of your Account, we reserve the right to keep a record of the information provided in relation to your Account and your use of the Services, in accordance with our Privacy and Cookie Statement.

10. DISCLAIMERS

a. While we use reasonable endeavours to ensure that the information on the Sites is correct, we cannot guarantee the accuracy and completeness of such information. Therefore, we may make changes to the material on the Sites at any time without notice. The material on the Sites may be out of date, and we cannot commit to update such material.

b. Any assurances or guarantees that we provide in relation to the Sites or the Service are set out in these Terms. Nothing in these Terms will affect your consumer rights. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

c. Occasionally, information on our Platform may contain typographical errors, inaccuracies or omissions that may be associated with Service descriptions, prices, promotions, special offers, delivery times and availability. We reserve the right to correct these errors, inaccuracies, and omissions, as well as to change or update information or cancel your requests if there are details in the Services or in PawSquad partner, which are inaccurate, at any time without prior notice (including after a request has been sent).

11. MODIFICATIONS OF TERMS AND CONDITIONS

a. PawSquad reserves the right to modify, add, terminate these Terms at any time by posting the amended Terms in the “Terms and Conditions” section of the Platform. Users have the obligation to permanently check the “Terms and Conditions” section to ensure that they are aware of the update or modification of the conditions.

b. Unless expressly stated otherwise, the amendment to the Terms is immediately applicable. If the Platform is still used, the user’s acceptance will be considered as tacitly manifested.

12. INTELLECTUAL PROPERTY RIGHTS

a. The content of the PawSquad platform: images, texts, web graphics, scripts, software, design rights, model rights, patents, trademarks are the entire property of the platform administrator and are protected by the Copyright and Related Rights Act and the laws on intellectual and industrial property. The use without the consent of the platform administrator of any of the elements listed above is punished, according to the legislation in force.

b. The platform administrator may grant the user, by agreement, the right to use in a described form, a certain content of the site. This agreement applies strictly to the defined content / contents, for a period established in the agreement and only to the person (s) who have been allowed to use these contents, without being able to use other contents of the Platform.

c. The use on the Platform of any trademark name does not constitute an advertisement for the respective company. The administrator of the Platform does not assume responsibility and cannot be blamed for damages caused by using the content of the site.

d. It is strictly forbidden to post on the Platform any content, including materials, comments, images, videos, but not limited to them, which have obscene or vulgar language, contain illegal, threatening, abusive, indecent, racist, chauvinistic messages or which could discriminate against any person in any way or which would violate any other human rights and freedoms in accordance with the law in force.

e. Audio & video recording and screenshots – It is forbidden to record (including in the form of screen recording) any piece of the PawSquad Platform, whether it is on the Appstore / Google Play Store or online.

f. Any breach of the Terms and Conditions will result in the termination of the Services for you and the financial consequences.

g. Please report any copyright infringement to welcome@pawsquad.com.

13. LIABILITY – PLEASE READ THIS SECTION CAREFULLY

a. If we fail to comply with these Terms, we are responsible for any loss or damage that you suffer that is a foreseeable result of our breach of the Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable.

b. Loss or damage are foreseeable if they are an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into this contract.

c. We do not exclude or limit in any way our liability for:

i. death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors (including the Pet Professionals);

ii. fraud or fraudulent misrepresentation;

iii. any other liability which cannot be excluded or limited under applicable law.

d. We shall not be liable to you for any indirect, special or consequential loss or damage, including with limitation:

i. loss of profit;

ii. loss of goodwill;

iii. loss of business reputation;

iv. loss of savings;

v. loss of business;

vi. loss of contract.

e. We also exclude, but only as far as legally possible, all terms and warranties or promises implied by law or by statute.

f. We assume no responsibility and cannot be held responsible:

i. on any damages caused by the improper use of the contracted services through the PawSquad Platform;

ii. for malfunction, viruses, damage caused by system errors, due to accessing our page or application;

iii. for the information entered by Users and Pet Professionals in their profiles;

iv. for non-compliance by Users and / or Pet Professionals of their obligations in accordance with these Terms and Conditions or the applicable legal provisions.

g. We will not be responsible for any failure to perform, or delay in performance, of any of our obligations under these Terms that is caused by you or any act or event beyond our reasonable control. In the event of any act or event beyond our reasonable control, we will notify you as soon as possible and the time for our performance of our obligations will be extended for the duration of the event outside our control. You may cancel your Request if an event outside our control takes place that delays our ability to provide the Services and you no longer wish to use the Service.

14. ACCESS TO THE SITES AND THE SERVICES

a. While use our reasonable endeavours to ensure that the Sites and the Service are available 24 hours a day, we cannot be held responsible if, for any reason, the Sites (or any of them) or the Service are unavailable at any time or for any period.

b. Access to the Sites and/or the Service may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.

c. The availability of the Service is dependent on the availability of a Pet Professional at the time you submit your Request. If no Pet Professional is available at that time, we will do what we can to get the next available Pet Professional to contact you as soon as possible using the details you provide, to try to set up a consultation.

15. PROHIBITED USE

a. You may not resell or make any commercial use of the Sites or the Service or any information provided on or through the Sites or the Services without our prior written consent.

b. You may not use the Service to contact the Pet Professionals for any reason other than to seek information and guidance for your pet in accordance with these Terms.

c. In addition to other prohibitions set out in these Terms, you are prohibited from using the Sites, the Service or any information or content provided on or through the Sites or the Service for any or in any way in contravention of our Acceptable Use and Intellectual Property Policy.

d. You are not authorised to use the PawSquad Platform or its content for the following:

i. any illegal action;

ii. to ask other persons to initiate or participate in illegal actions;

iii. violate international, federal, local laws, rules, general laws or other local ordinances;

iv. violate or disregard our intellectual property rights or those of others;

v. harass, abuse, insult, hurt, defame, slander, denigrate, intimidate or discriminate on the basis of sex, sexual orientation, religion, ethnicity, race, age, nationality or disability;

vi. to publish false information or to intentionally mislead by information;

vii. to publish or transmit computer viruses or any type of malicious code that could affect the functionalities or operations of the Platform or of the partner sites;

viii. to collect or monitor the personal information of others;

ix. to deceive, to act in a virtual crime using various internationally prohibited methods;

x. for any obscene or immoral purposes;

xi. to attack the security systems of the Platform or of the partner sites

e. You must comply with our Acceptable Use Policy

16. COMPUTER OFFENCES

a. If you do anything which is a criminal offence under the Computer Misuse Act 1990 (such as for example introducing viruses, worms, Trojans and other technologically harmful or damaging material) your right to use the site will end immediately, we will report you to the relevant authorities and provide them with details of your identity.

b. You must not try to obtain access to our server or any connected database or make any ‘attack’ on the site.

17. LICENCES

a. We are the owner or licensee of all intellectual property rights in the site including any databases that hold relevant information about the site. They are protected by copyright or trademark registration and you may only use any such material and the documents in line with these Terms and Conditions and this paragraph specifically. If you do not use the materials in line with these Terms and this paragraph specifically, you lose your right to use our site, and must destroy or return any copies of documents you have made of it or any part of it. We reserve all our rights conferred to us by law to remedy any such breach.

b. Provided that you comply with these Terms, we grant you a limited non-exclusive, non-transferable license to access the Sites, to use the Service and to download and install a copy of the App on any compatible device that you own or control and to run such copy of the App for your own personal use in accordance with these Terms.

c. For further information on the Intellectual Property Rights relating to the Sites and the Services, please see our Acceptable Use and Intellectual Property Policy

18. THIRD PARTY LINKS

a. Certain content, products and services available on the Sites and through the Service may include materials from third-parties.

b. Third-party links on the Sites may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

c. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. You must direct complaints, claims, concerns, or questions regarding third-party to the third-party.

19. OTHER IMPORTANT TERMS

a. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

b. The Terms govern the relationship between you and PawSquad and are not enforceable by any other person. The Contracts (Rights of Third Parties) Act 1999 will not apply to these Terms.

c. Neither party’s failure to exercise or enforce any right or provision of these Terms will be deemed a waiver of such right or provision.

d. These Terms (and your use of the Sites and the Service) must be governed and interpreted in accordance with the law of England and Wales. The parties agree to submit any disputes arising out of or in connection these Terms and from your use of the Sites and the Service to the exclusive jurisdiction of the Courts of England and Wales.

20. CONTACT

a. If you have any questions or complaints about the Services or about these Terms, please send us a message via our contact form, by email to welcome@pawsquad.com or write to us at PawSquad, The Chocolate Factory, Keynsham, Bristol, B531 2AU

Privacy Policy

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Welcome

Welcome to the Pawz Limited (“PawSquad”) Privacy Notice.

Pawz Limited is part of IVC Evidensia, a global leader in veterinary care. See our website www.ivcevidensia.com for details. We respect your privacy and are committed to protecting your personal data. This notice explains how we collect, use, and protect information about you, who we may share it with, and the rights that you have. This notice covers most of the ways in which you will interact with us, through the website, in our practices, on social media or via our Apps. It is important that you read this notice carefully so that you understand how we look after and process your personal data, and so that you are aware of your privacy rights and how the law protects you. If we need to use your personal data in different ways, or for reasons not covered by this notice, we will let you know.  This could include notifications, signage in specific locations or other messages. We will also update this notice from time to time. Please also note that this notice does not apply to data about your animal, which are covered by the Royal College of Veterinary Service (RCVS) guidelines. Data related solely to animals is not subject to data protection law.

What is included in this privacy notice?

1. Important information and who we are 2. The personal data we collect and how we use it 3. How we collect your personal data 4. Who we share your personal data with 5. International transfers 6. Keeping your personal data secure 7. Data retention 8. Being in control of your own information 9. Changes to this privacy notice and your duty to inform us of changes

1. Who we are

Controller

For the purpose of the UK General Data Protection Regulation, Pawz Limited is registered as a Data Controller with the Information Commissioner’s Office in the UK with reference number ZA804358, (collectively referred to as “Pawz”, “we”, “us” or “our” in this privacy notice)

Personal data processed by any company within the group will also be made available to other Group companies where we need to – for example, to provide or support our services to you, where we are under a legal obligation, or if you have given us your consent (for example for marketing purposes). You can find a list of companies in the IVC Evidensia Group (“IVC Group”) here, Contact Details The IVC Evidensia Group has appointed a Data Protection Officer. If you have any questions about this notice, including any requests to exercise your legal rights, please contact them:
  • By post – FAO: Data Protection Officer, The Chocolate Factory, Keynsham, Bristol, BS31 2AU
  • By email – privacy@ivcevidensia.com.
Other Controllers Where you use our websites and click on external links, or visit our social media pages, your personal data may also be processed by the providers of those services – for example Meta (Facebook) or  X (formerly Twitter). Those sites will collect further information about you for their own purposes, separately from IVC Group. Where we also use the data they collect, IVC Group might also be jointly responsible with the other company for determining how and why your personal data is used, and making sure that it is protected.

2. The personal data we collect and how we use it

Data that we collect may include:

  • Contact details such as your name and address, including email and social media account information if you contact us that way, and location information where we are referring you to local services;
  • Information about services you have used or requested, customer service information such as compliments or complaints, opinions and survey responses, contact preferences, and information which our employees might record as they provide services to you or your animals. This may also include recording calls you make to some of our services;
  • Where there is an option to upload pictures and videos to assist with a better diagnosis, we ask that you do not include any images of people. We have no intention to collect personal data via uploaded media.
  • Financial information, including payments made, account and credit status;
  • Information about how you use our websites and online services including social media pages, including technical identifiers such as cookies or via your browser’s consent management options (more information here);
We will collect this data so that:
  • We can provide the services you are using or have requested, and manage payment for them as part of our contract with you;
  • We can improve our services to you and other customers, including gathering feedback from you via surveys, as part of our legitimate business interests;
  • We can manage our online and other services effectively and securely, as part of our legitimate business interests and legal obligations to you;
  • We can meet legal and regulatory obligations, to prevent or detect crime, or in the public interest, including protection of animal welfare;
  • We can provide you information about products and services that may be of interest, as part of our legitimate business interests and, where necessary, subject to your consent.  This may include using your contact details to get in touch, where we feel there would be a health benefit to your animal.
If you do not want us to use some of your personal data, we may not be able to provide services to you – for example payment data or contact details. We do not normally collect or use ‘special category’ data, such as religion, sexuality, or health data.

3. How we collect your personal data

We use different methods to collect data. These include:

a) Directly from you – you may give us any of the above information by subscribing to one of our health plans or contacting us via social media, telephone, post, email, or face-to-face in one of our clinics. We may also collect data if you attend any events that we are participating in. b) Automated technologies or interactions – as you interact with our website, we will automatically collect technical data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other tracking technologies. We may also receive this technical data about you if you visit other websites which employ our cookies – click here to read about how we use our cookies. c) Third parties – we may receive information about you from third parties such as:
  • Contact, financial and transaction data from providers of technical, payment and delivery services;
  • Advertising networks (based on your cookie consent);
  • Analytics providers;
  • Credit reference agencies;
  • Where your pet is referred to us from another practice, information that practice holds about you;
  • Other IVC Evidensia Group companies;
  • Debt recovery agencies;
  • Royal College of Veterinary Surgeons;
  • Other veterinary specialists, laboratories and animal health providers and agencies, where the personal data cannot be anonymised or is otherwise necessary.
Where we have received information from other sources, we will have informed you when we collected that data that it may be shared internally and combined with the data that we collect about you from your use of this website. We do not normally collect or use ‘special category’ data, such as religion, sexuality, or health data. Lawful basis for processing your personal data Depending on the processing activity, we rely on at least one of the following lawful bases for processing your personal data under the UK GDPR:
  • Consent – where you have given us your explicit consent (or implied consent where appropriate), for example for marketing;
  • Contract – where it is necessary for entering into or the performance of a contract with you, for example where we are treating your animal;
  • Legal Obligation – where it is needed to comply with a legal obligation that is imposed on us, for example for passing on animal welfare concerns or responding to legal orders;
  • Legitimate Interest – where it is necessary for our legitimate interest (or those of a third party) to improve your overall customer experience and achieve the purposes set out above and your fundamental rights do not override those interests;
  • Vital interest – where it is necessary in an emergency situation, such as emergency medical care;
  • Public task – where it is necessary for the performance of a specific task that is in the public interest that is set out in law.
If you fail to provide your information If you fail to provide certain information when requested (such as your payment card details), we will not be able to sign your pet up to a health plan and you will not receive any associated benefits. Marketing You can ask us to stop sending you marketing messages at any time by clicking “unsubscribe” on our emails or asking your practice to change your preferences. If you have provided your consent, click here for information on how you can reject cookies and opt out of targeted advertising online. We may ask you to confirm or update your marketing preferences if you ask us to provide further products and services in the future, or if there are changes in the law, regulation, or the structure of our business. Change of purpose We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us at privacy@ivcevidensia.com. Please note, we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

4. Who we share your personal data with

As well as using service providers to support our business (data processors), we might share information with other separate organisations who are also Controllers. This may include:

  • Royal College of Veterinary Surgeons;
  • Other veterinary specialists, laboratories and animal health providers and agencies, where the personal data cannot be anonymised or is otherwise necessary;
  • Insurance companies
    • If you are using our services as a benefit of your insurance policy, your data may be shared with your insurer for their own quality assurance purposes.
  • Other professional regulatory bodies and legal advisors;
  • Debt recovery agencies;
  • Law enforcement, fraud prevention agencies and other public authorities;
  • Companies approved by you (such as social media sites).
Where any part of our business is outsourced, sold, or merged, and where permitted by law, we will share your data with the new provider so that services can continue to be provided to you. They may use your personal data in the same way as set out in this policy. We will of course inform you of any such change and give you an opportunity to opt out of your data being shared with a new provider.

5. International Transfers

IVC Evidensia is multinational company, and some of our business processes may take place outside of your own country. We ensure that your data continues to be protected to the same standards by:

  • Ensuring that the country has been agreed by data protection regulators to provide an adequate level of protection; or
  • Making sure that regulator-approved contracts are in place to protect your data and rights (including standard contractual clauses) which ensure your personal data receives adequate protection.
  • IVC Evidensia in Europe and the United Kingdom (UK) currently uses service providers in the following countries/regions:
  • The United Kingdom (UK) and Isle of Man
  • The European Union (EU) /European Economic Area (EEA)
  • The United States of America (USA)
  • India
Please contact us at privacy@ivcevidensia.com if you want further information on the specific safeguards used by us when transferring your personal data out of the UK.

6. Keeping your personal data secure

We have security and other measures in place to help protect your data and limit how it can be access or used, and to identify and handle suspected breaches of personal data and other security threats

We limit access to your personal data to those employees, agents, contractors, and service providers who have a need to know. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality and other contractual terms to protect your data. If you would like to know more about how to protect your information and your computer and devices against fraud, identity theft, viruses and other online problems, please visit Get Safe Online. Get Safe Online is supported by HM Government and leading businesses.

7. Data retention

We will retain your data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax or reporting requirements.  In most cases, client personal data will be retained for a minimum of 7 years from the date at which we stopped providing services to you.

8. Being in control of your own information

Under the UK GDPR and Data Protection Act and EU data protection law you have some important rights available to you. In connection with these rights, you may:

  • Request information about how we are using your data
  • Request a copy of your personal data
  • Request that we correct any personal data that is inaccurate
  • Request that we do not make any automated decisions based on your data (do not worry, we do not)
  • Request that we delete your data
  • Where you have been asked for and given us your consent, withdraw that consent
  • Request that we stop processing all or part of your data
  • Request that we transfer elements of your personal data to another service provider
Right to object Your privacy rights include the right to object or restrict or suspend us from processing your personal data in certain circumstances. If you do object to, restrict or suspend our processing of your personal data, we may not be able to provide services to you. Some of these rights may be limited in some circumstances, or subject to exemptions.  If you want to exercise your rights, or to make a complaint, please complete a Rights request form or contact us at privacy@ivcevidensia.com. If we cannot resolve a complaint as you would wish, you may also make a complaint to the UK Information Commissioner’s Office (ICO) via their website, or via your local EU regulator.

9. Changes to this privacy notice and your duty to inform us of changes

We keep our privacy notice under regular review, and will update it from time to time If we do, we will post the revised version here and change the date below (the date it applies from) and/or contact you directly where we deem appropriate to do so under applicable law.  You should check here regularly for the most up-to-date version of the notice.

This version was last updated on 26th June 2024. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us by contacting privacy@ivcevidensia.com or by contacting us directly.

Acceptable Use Policy

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Thank you for visiting our website www.pawsquad.com (our site). This is our Acceptable Use Policy and by using our site, this policy applies to you and you agree with it as part of our Website Terms and Conditions.

The terms in our Acceptable Use Policy may change, so we advise you to check this page because when you use our site, you are bound by it.

 

ABOUT US

This site is run and maintained by Pawz Limited company number 08402231 registered address is The Chocolate Factory, Keynsham, Bristol BS31 2AU, trading as PawSquad (“we”, “us”, “our”, Company”).

Our email address is at welcome@pawsquad.com.

VAT number 115 1416 58

 

USE OF OUR SITE

You agree not to use this site for any of the following purposes:

    • to break any laws or regulations;

 

    • to do anything fraudulent, or which has a fraudulent effect;

 

    • to harm or attempt to harm minors;

 

    • to do anything with material that does not meet our content standards (these are listed below);

 

    • to copy in any way or re-sell any part of our site;

 

    • to interfere with or damage any part of our site, equipment, network, software or storage arrangements;

 

    • for unsolicited advertising material (known as spam); and

 

  • to transmit any data or material that is harmful to other programs, software, or hardware.

 

CONTENT STANDARDS

Our content standards apply to all material that you contribute either to our site or to our interactive services.

Your contributions must be accurate (if they are factual), genuine (if they state opinions) and within the law.

Your contributions must not be defamatory, obscene or offensive, likely to deceive, harass, annoy, threaten, or invade someone else’s privacy. Your contributions must not promote material that is sexually explicit, promote violence or discrimination based on race, sex, religion, nationality, age, disability, or sexual orientation, infringe anyone else’s intellectual property, be used to impersonate anyone, or misrepresent anyone’s identity or encourage or assist anything that breaks the law.

 

INTERACTIVE SERVICES

Where we provide use of interactive services, we will tell you clearly about the service, we will tell you what form of moderation we use for the site, we will try to assess risks on the site and will moderate if we think it is appropriate.

We are not however required to moderate our interactive service and we will not be responsible for any loss or damage to anyone who does not use our site according to our standards (whether or not we have moderated the service).

 

AGE LIMIT

Our services are not intended for the use of minors under the age of 18.

You must not use this website or our app or attempt to register an account with us if you are under the age of 18.

 

COMPUTER OFFENCES

If you do anything which is a criminal offence under the Computer Misuse Act 1990 (such as for example introducing viruses, worms, Trojans and other technologically harmful or damaging material) your right to use the site will end immediately, we will report you to the relevant authorities and provide them with details of your identity.

You must not try to obtain access to our server or any connected database or make any ‘attack’ on the site.

 

SUSPENSION AND TERMINATION

If we believe you are in breach of our Acceptable Use Policy, we will take whatever steps we think are necessary to address this, including stopping your use of the site temporarily or permanently, removing material you have put on the site or any of our social media groups, sending you a formal warning, taking legal action and/or making a report to the relevant authorities.

We will not be held liable for any of your costs arising from any actions we take to deal with any breach of this policy.