Terms of Service

3.1 Permitted and acceptable use

You may use our Website and Digital Services for lawful purposes only and in accordance with these Terms. You agree not to use the Website or Digital Services in a way that:

• violates any applicable law or regulation;
• infringes the intellectual property rights or other rights of any third party;
• introduces viruses, malware, or other harmful code or material;
• attempts to gain unauthorised access to any systems, accounts, data, or networks connected to the Website;
• interferes with or disrupts the operation or security of the Website or Digital Services;
• uses automated systems (such as bots, scrapers, or scripts) to access the Digital Services without our permission;
• collects or harvests personal data from the Website without our permission;
• copies, reproduces, resells, or commercially exploits any part of the Website or Digital Services without our consent;
• uses the Digital Services for any purpose other than veterinary clinical or knowledge-recall queries;
• inputs personal data of any third party, including pet owners or clients, except where you are lawfully authorised to do so and in accordance with our Privacy Notice; or inputs patient-identifying information into the AI Chatbot's free-text query field;
• resells or transfers accounts;
• uses the Digital Services to build or benchmark a competing product or service; or
• conducts security or penetration testing without our prior written permission.

We reserve the right to suspend or restrict access to the Digital Services if we reasonably believe that you are using the Digital Services in breach of this section.

We may impose reasonable limits on usage of the Digital Services, including limits on API requests, AI queries, storage, or other resources. If your usage exceeds reasonable limits, we may restrict access or require you to upgrade to a different plan.

3.2 Account registration

To access certain features of the Digital Services, you may be required to create an Account. You agree to:

• provide accurate and complete registration information;
• keep your login credentials secure and confidential;
• promptly update your account details if they change; and
• notify us immediately if you suspect unauthorised use of your Account.

You are responsible for all activities that occur under your Account. We reserve the right to suspend or terminate Accounts that violate these Terms.

3.3 Security and vulnerability reporting

If you discover a potential security vulnerability in the Digital Services, you agree to report it responsibly to us and not publicly disclose it until we have had a reasonable opportunity to investigate and address the issue.

3.4 Eligibility

Access to the Digital Services is restricted to licensed veterinary professionals, authorised veterinary practice staff, and veterinary students. By registering for an Account, you represent and warrant that you hold a valid licence to practise as a veterinary professional, are an authorised member of staff of a registered veterinary practice, or are a veterinary student enrolled at a recognised veterinary school or undertaking a supervised veterinary placement.

The Digital Services are not intended for use by pet owners or members of the general public. You must not share access to the Digital Services with, or facilitate access by, any person who does not meet these eligibility requirements.

4.1 Description of Digital Services

We provide an AI-powered veterinary assistant ("Ask Arlo") comprising: an AI chatbot providing population-level clinical information, treatment protocols, drug reference, and reference information relevant to clinical decision-making; an AI Scribe for voice transcription and automated clinical note generation; pre-consult summary for displaying previous consultation notes, displayed verbatim; AI Brains, comprising reference collections we pre-load from licensed or openly-licensed sources, and collections that users create from veterinary reference materials they are authorised to upload, such as journals, research papers and clinical guidelines, which are searchable and answered with cited sources; and AI Pet Travel, a tool that compiles destination-specific pet travel and export requirements from official government and regulatory sources to support the veterinary professional in advising on animal movement (together, the "Digital Services").

We make reasonable efforts to ensure that descriptions of the Digital Services and related Content on the Website are accurate. The Digital Services may be updated, modified, improved, or discontinued at any time.

4.2 Licence to use Digital Services

Subject to your compliance with these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Digital Services for internal business, clinical or educational purposes, by your authorised users, including licensed veterinary professionals, practice staff, and veterinary students, whether studying or on placement.

You may not:

• copy, modify, or create derivative works from the Digital Services;
• reverse engineer or attempt to extract the source code of the software;
• resell, sublicense, or distribute access to the Digital Services; or
• allow unauthorised users to access your Account.

4.3 Availability of Digital Services

We aim to ensure that the Digital Services are available at all times. However, we do not guarantee uninterrupted or error-free access.

Access may be suspended temporarily for:

• maintenance or updates;
• system failures;
• security issues; or
• events beyond our reasonable control.

We will make reasonable efforts to minimise disruption and provide advance notice of scheduled maintenance where possible.

4.4 Service suspension

We may temporarily suspend access to the Digital Services if reasonably necessary to:

• investigate suspected breaches of these Terms;
• prevent harm to other users or the Digital Services;
• address security vulnerabilities or technical issues; or
• comply with legal or regulatory obligations.

Where reasonably practicable, we will notify you in advance of any suspension.

4.5 User Content

If the Digital Services allow you to upload, submit, or share User Content, you retain ownership of that content.

However, by submitting User Content through the Digital Services, you grant us a non-exclusive, royalty-free licence to host, store, and display that content for the purpose of providing the Digital Services to you. This licence does not extend to using User Content to train, fine-tune, or develop any artificial intelligence or machine learning model, and our use of any data to maintain or improve the Digital Services is governed by Section 4.6.

You are responsible for ensuring that your User Content:

• does not violate any laws;
• does not infringe the rights of any third party; and
• is not unlawful, abusive, or harmful.

We reserve the right to remove or restrict access to User Content that we reasonably believe violates these Terms.

If you choose to upload proprietary reference materials, notes, or standard operating procedures to a private collection within the AI Brains feature, those materials remain your property and are kept private to your practice. They are not shared with, or made available to, any other customer, and we do not use them to train, fine-tune, or develop any model. The licence granted above is limited to hosting and displaying that content back to you and your authorised users so that you can use it within the Digital Services, and you may remove it at any time.

4.6 Data ownership

You retain ownership of any data or information that you upload or submit to the Digital Services.

We will process such data in accordance with our Privacy Notice and applicable data protection laws.

You grant us a limited right to use and process your data solely for the purpose of:

• providing the Digital Services to you;
• maintaining the functionality, integrity, and security of the Digital Services; and
• diagnosing and resolving technical issues.

The third-party AI sub-processors we use to deliver the Digital Services are contractually required to process your data only on our instructions to provide the service, and are not permitted to use it to train their own AI models. Details of these sub-processors and the safeguards that apply are set out in our Privacy Notice. Where we carry out analytics to maintain or improve the Digital Services, we use only aggregated, anonymised, or de-identified data that does not identify you, your practice, any patient, or any client. We do not intentionally use User Content to identify you personally.

Where our processing of personal data for the purposes above relies on our legitimate interests, we will balance those interests against your rights, and you may object at any time by contacting us at privacy@askarlo.co.uk or, where available, adjusting your account settings. If you object, we will stop the relevant processing unless we have compelling legitimate grounds to continue.

4.7 AI clinical disclaimer

Ask Arlo uses artificial intelligence to generate responses based on veterinary knowledge. All AI-generated responses are provided for informational support only and do not constitute professional veterinary advice, diagnosis, or treatment recommendations. The Digital Services are not a substitute for the professional judgement of a licensed veterinary professional.

AI-generated responses may contain errors, omissions, or inaccuracies. You are solely responsible for independently verifying all clinical information, drug dosages, treatment protocols, and reference information relevant to clinical decision-making before applying them in practice. We do not warrant the accuracy, completeness, or fitness for purpose of any AI-generated content.

You acknowledge and agree that you are solely responsible for any clinical decisions, actions, or omissions made on the basis of outputs from the Digital Services. We accept no liability for any harm, loss, injury, or damage, whether to any animal, person, or otherwise, arising from clinical decisions made in reliance on AI-generated outputs from the Digital Services.

4.8 AI Pet Travel disclaimer

The AI Pet Travel tool compiles pet travel, import, and export requirements from official government and regulatory sources. These requirements are set and changed by third-party authorities outside our control, and may be updated, withdrawn or applied differently at the point of travel or inspection. We do not warrant that the information provided by the AI Pet Travel tool is accurate, current, complete or applicable to any specific animal, route, or set of circumstances. The tool provides general informational output for the veterinary professional to review and verify. It does not constitute professional, legal, or regulatory advice, and it is not a substitute for your own verification of applicable requirements with the relevant authorities.

You remain solely responsible for verifying all travel requirements, timelines, and documentation with relevant government and regulatory authorities before advising any client or authorising any action, and for the advice you give to pet owners. Requirements may depend on factors the tool does not capture, and certain species, destinations, routes, or scenarios are outside the tool's scope. Where the tool indicates that it cannot answer or that a matter is out of scope, you must not treat the absence of information as confirmation that no requirement applies.

We accept no liability for any loss, harm, delay, cost, refusal of entry, quarantine, penalty, or damage (including to any animal or person) arising from reliance on outputs from the AI Pet Travel tool, from errors or changes in third-party source data, or from decisions made by any government, border, or regulatory authority.

5.1 Pricing

All prices are displayed in GBP (£) and exclude VAT unless stated otherwise.

We reserve the right to change prices at any time. Price changes will not affect active subscriptions until the next billing cycle.

5.2 How to order

To access the Digital Services, you must create an account and complete the purchase process on the Website.

5.3 Order acceptance

Your request for access to the Digital Services constitutes an offer to purchase access from us.

We may accept or reject your Order at our discretion. A contract is formed when we confirm your Order or grant access to the Digital Services.

5.4 Payment

We accept payment by the methods made available during the order process, which may include credit card, debit card, or another supported online payment provider. Payments are processed securely through our third-party payment provider. Where you have entered into an Order or Master Service Agreement, the payment terms set out in that document apply.

Payment is due on a recurring subscription basis.

Subscription fees are automatically charged monthly or annually, and subscriptions shall renew automatically unless cancelled before the renewal date. We may change subscription prices with 30 days' notice.

5.5 Failed payments

If payment fails or is declined, we may suspend or terminate access to the Digital Services until payment is received.

6.1 No consumer cancellation rights

The Digital Services are provided solely to veterinary professionals and veterinary practices for business purposes. You are not a consumer, and consumer cancellation rights (including under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) do not apply.

6.2 Subscription cancellation

You may cancel your subscription at any time through your Account settings or by contacting us.

Unless otherwise stated:

• cancellation will take effect at the end of the current billing period; and
• no refunds will be provided for unused portions of a subscription period.

6.3 Refunds

Where refunds are required by law or otherwise agreed, we will process them within 14 days using the same payment method used for the original transaction.

8.1 What we are responsible for

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• liability that cannot be excluded under English law.

8.2 What we are not responsible for

Subject to Section 8.1, we will not be liable for:

• loss of profits, revenue, or business;
• loss of data (except to the extent caused by our failure to implement reasonable security measures);
• any loss or damage resulting from unauthorised access to your Account where you have failed to keep your login credentials secure;
• business interruption;
• loss of anticipated savings;
• indirect or consequential loss; or
• any loss, harm, injury, or damage (including to any animal or person) arising from clinical decisions made in reliance on AI-generated outputs from the Digital Services.

You are responsible for maintaining appropriate backups of your User Content. We do not guarantee that your User Content will not be lost, corrupted, or destroyed.

8.3 Maximum liability

Subject to Section 8.1, our total liability arising from these Terms or your use of the Digital Services shall not exceed the total amount paid by you for the Digital Services in the preceding 12 months.

8.4 Your indemnity to us

You agree to indemnify us against all losses, claims, damages, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

• any User Content you upload, submit, or make available through the Digital Services, including any claim that such User Content infringes the intellectual property rights or other rights of any third party or was uploaded without the necessary rights, licences, or permissions;
• your breach of these Terms or of any applicable law or regulation; and
• any advice, decision, or action you take in reliance on outputs from the Digital Services, including in relation to clinical matters and animal travel.

8.5 Local law compliance

The Digital Services are not designed to ensure compliance with the laws of any particular jurisdiction. You are responsible for ensuring that your use of the Digital Services and any documents generated through it comply with the laws and regulations applicable in your jurisdiction.