Pet 24-7 Global Ltd

Terms and Conditions of Use

Terms and Conditions of Use

T&C Use for
Pet 24-7 Platform & AI-Enabled Tools (including VetAssist)

Last updated: 11/01/26

These Terms and Conditions of Use (“Terms”) govern your access to and use of the Pet 24-7 platform, including VetAssist, VetAssist Pro and all related AI-enabled tools, services, websites, and applications operated by Pet 24-7 Global Ltd(“we”, “us”, “our”).

By accessing or using the platform, you confirm that you have read, understood, and agree to be bound by these Terms.

 
1. Who may use the platform

Pet 24-7 is used by two distinct user groups:

  • Pet owners / animal guardians
  • Veterinary professionals and veterinary teams

Different features and outputs may be available depending on your role and/or region in which you are using the platform. You are responsible for ensuring that the role you select is accurate.

 
2. Purpose and nature of VetAssist
VetAssist uses artificial intelligence to provide general veterinary guidance and clinical decision-support advice.

Its purpose is to:

  • support understanding and decision-making
  • help structure clinical thinking and next steps
  • improve communication and reduce administrative burden
  • VetAssist is not a substitute for professional veterinary judgement or in-person veterinary care.

 
3. Important information for pet owners

3.1 Nature of advice provided
If you are a pet owner or animal guardian, you acknowledge that

  • VetAssist provides:
    • general veterinary guidance and educational support only
      information intended to help you understand possible issues and recognise when veterinary attention may be required
  • VetAssist does not:
    • provide definitive diagnoses
    • prescribe treatment or medication
    • replace consultation with a qualified veterinary professional

3.2 Seeking veterinary care
You must seek advice from a qualified veterinary professional if:

  • your animal is unwell, injured, or in pain
  • symptoms worsen or fail to improve
  • you are unsure how serious a situation may be

You must not delay or avoid veterinary care based on information generated by VetAssist.

3.3 Responsibility

You remain fully responsible for:

  • decisions made about your animal’s care
  • actions taken based on information provided
  • ensuring appropriate veterinary attention is sought when required
     

4. Important information for veterinary professionals

4.1 Clinical decision-support advice
If you are a veterinary professional, you acknowledge that VetAssist provides:

  • clinical decision-support advice
  • structured triage frameworks
  • differential considerations
  • drafting and documentation assistance

All outputs are advisory only and must be reviewed, interpreted, and applied using your professional judgement.

4.2 Professional responsibility
VetAssist does not:

  • make autonomous clinical decisions
  • diagnose conditions
  • prescribe treatment
  • determine patient outcomes

The veterinary professional remains the regulated decision-maker and is fully responsible for all clinical decisions and patient outcomes.

4.3 No blind reliance
You agree not to place blind reliance on AI-generated outputs and to apply:

  • current best practice
  • case-specific context professional and regulatory obligations
     

5. Use of artificial intelligence
VetAssist uses artificial intelligence (“AI”) systems to generate responses, provide guidance, and support clinical decision-making.

These systems include large language models and supporting technologies, which may be provided and hosted by third-party technology partners.

By using AI-enabled features within the platform, you acknowledge that:

  • Information you input (which may include animal health data and limited contextual user data) may be processed by external AI service providers acting on our behalf
    Such processing may involve secure transmission of data outside your country of residence, including outside the United Kingdom and European Economic Area
  • We take reasonable steps to ensure that all third-party providers operate under appropriate data protection, confidentiality, and security obligations
  • We do not knowingly use personally identifiable information submitted through the platform to train third-party AI models.
  • Where possible, data is minimised and handled in accordance with our Privacy Policy and applicable data protection laws.

VetAssist also incorporates:

  • general-purpose language models veterinary and scientific literature internally developed and clinically reviewed content oversight from an international clinical governance board
  • AI outputs are non-deterministic and may be incomplete, inaccurate, or inappropriate in certain contexts. All outputs must be interpreted and applied by the user.

 
6. Human oversight and accountability
For all users:

  • AI outputs are advisory and non-deterministic
  • humans remain responsible for decisions and actions taken

Pet 24-7 Global Ltd does not assume responsibility for outcomes resulting from reliance on AI-generated content
 
7. Feedback and safety reporting
Users are encouraged to report:

  • inaccurate or misleading outputs
  • concerning or potentially unsafe guidance
  • unexpected system behaviour

This supports ongoing clinical governance, review, and improvement.

 
8. Data protection and privacy

Pet 24-7 Global Ltd holds ISO 27001 certification. This is the world’s leading standard for information security. It provides independent assurance that sensitive information is handled with care, and that Pet 24-7 Global Ltd has strong processes in place to protect against cyber threats, data breaches, and human error. That said, use of the platform is subject to our Privacy Policy, which explains:

  • what data is collected
  • how it is processed and protected
  • how AI tools interact with data
  • your rights under UK GDPR and the Data Protection Act 2018
  • You must only upload data you are authorised to share.

AI-related data processing may involve the use of third-party technology providers. Where this occurs, Pet 24-7 Global Ltd ensures that appropriate safeguards are in place, including contractual data protection obligations and, where required, lawful mechanisms for international data transfers.

9. Acceptable use
You must not:

  • use VetAssist as a replacement for veterinary care
  • represent AI outputs as definitive diagnoses or instructions
  • misrepresent AI-generated content as independent professional advice
  • use the platform in ways that breach legal, ethical, or regulatory standards

10. Limitation of liability, to the fullest estent permitted by law:

Pet 24-7 is not liable for decisions made by users based on AI-generated guidance.
Responsibility for animal care and outcomes remains with the user (and, where applicable, the veterinary professional).
No guarantee is made that AI outputs will be accurate, complete, or suitable for every situation
Nothing in these Terms limits liability where it cannot legally be excluded.

 
11. Changes to these Terms
We may update these Terms from time to time.

Material changes will be communicated via the platform or website.

Continued use of the platform constitutes acceptance of the updated Terms.

 
12. Governing law
These Terms are governed by the laws of England and Wales, and any disputes are subject to the exclusive jurisdiction of the English courts.

 
13. Contact
Questions about these Terms or the use of AI within Pet 24-7 can be directed to: [email protected]