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, into the Digital Services;
• resells or transfers accounts;
• uses the service to build a competing product; or
• conducts security testing without our 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 and authorised veterinary practice staff. By registering for an Account, you represent and warrant that you hold a valid licence to practise as a veterinary professional, or are an authorised member of staff of a registered veterinary practice.

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; and AI brains, a tool for organising and searching user-selected veterinary reference materials such as journals, research papers and clinical guidelines (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 purposes within a licensed veterinary practice and to veterinary students only.

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, worldwide, royalty-free licence to host, store, and display that content for the purpose of operating and improving the Digital Services.

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.

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 Policy and applicable data protection laws.

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

• providing the Digital Services;
• maintaining system functionality and security; and
• improving the Digital Services, including developing, training, and improving our AI models and systems.

Where this processing involves personal data, we rely on our legitimate interests in improving and developing our Digital Services, except where such interests are overridden by your rights and interests.

Where reasonably practicable, we will use aggregated, anonymised, or de-identified data for the purposes described above. We do not intentionally use User Content to identify you personally.

You have the right to object to the use of your personal data for these purposes at any time. You may exercise this right by contacting us at privacy@askarlo.co.uk or, where available, adjusting your account settings. If you object, we will stop using your personal data for these purposes unless we have compelling legitimate grounds to continue.

You acknowledge that, due to the nature of machine learning systems, it may not be possible to identify or remove specific data once it has been incorporated into trained models.

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.

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 credit card, debit card, or online payment provider. Payments will be automatically charged to your chosen payment method. All payments are processed securely through our payment provider.

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 Consumer cancellation rights

If you are a consumer, you may have the right to cancel your purchase within 14 days under the Consumer Contracts Regulations 2013.

However, if you request immediate access to Digital Services and acknowledge that the service begins immediately, you may lose your right to cancel once access to the Digital Services has begun with your consent.

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;
• breach of statutory consumer rights; 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.