Effective Date: October 15, 2026 Version: 1.0 Applies to: All Veterinarians who conduct consultations through the Platform, and all Clients who book consultations through the Platform.
Article 1: Introduction and Scope
1.1 This Policy governs the cancellation, no-show, and rescheduling of a booked consultation through the Platform. A booked consultation reserves a licensed Veterinarian's time. This Policy states each party's cancellation rights, the fee consequences that follow from the timing and the reason for a cancellation, and the treatment of technical failure.
1.2 The practice of veterinary medicine is governed by the law of the state in which the patient is located. This Policy does not authorize any practice that the law of that state forbids, and where this Policy and that law differ, the stricter rule prevails.
1.3 If a provision of this Policy conflicts with the Terms of Use, this Policy controls for the subject it governs. If a provision of this Policy conflicts with the terms of a program in which the Veterinarian participates, the program terms control for that program.
Article 2: Definitions
2.1 Account: the account a person or business establishes with the Company to use the Platform.
2.2 Client: the person who holds authority over the Patient and who books a Consultation through the Platform.
2.3 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.4 Consultation: a veterinary telemedicine encounter between a Veterinarian and a Client conducted through the Platform, and a booking for such an encounter.
2.5 No-Show: a booked Consultation at which the booking party is absent without cancellation.
2.6 Patient: the animal that is the subject of a Consultation.
2.7 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.8 Veterinarian: a veterinarian licensed in the state in which the Patient is located whom the Company has accepted to provide veterinary services through the Platform.
Article 3: Fees
3.1 A cancellation fee, a no-show fee, and any division of such a fee between the Company and the Veterinarian exist only if stated in the Vet Consult Fees and Payouts (Vet Fees and Payouts Policy). No other charge of any kind is payable under this Policy, and the Company shall not impose a fee that the Vet Consult Fees and Payouts (Vet Fees and Payouts Policy) does not state. The effect of a cancellation, a no-show, or a rescheduling on consultation fees and payouts is governed by the Vet Consult Fees and Payouts (Vet Fees and Payouts Policy); this Policy states the events and the refund rights, and that document states the amounts.
Article 4: Client Cancellation and No-Show
4.1 A Client who cancels more than 4 hours before the scheduled start of a Consultation receives a full refund. No cancellation fee applies to a cancellation made more than 4 hours before the scheduled start.
4.2 A Client who cancels within 4 hours of the scheduled start, or who is a No-Show, is subject to the late-cancellation and no-show fee treatment stated in the Vet Consult Fees and Payouts (Vet Fees and Payouts Policy). Where that document states a fee, the Consultation is recorded as cancelled or as a No-Show, the cancellation reason is recorded, the fee is charged to the Client's payment method or captured from the authorized booking payment, and any portion of the fee allocated to the Veterinarian under that document is posted to the Veterinarian's payout.
4.3 Every cancellation shall record a cancellation reason: Client-initiated, Veterinarian-initiated, Company-initiated, or technical failure. Refund treatment under this Policy follows the recorded reason.
Article 5: Veterinarian Cancellation and No-Show
5.1 A Veterinarian who is a No-Show for a booked Consultation: (a) the Client is refunded in full, in the entire amount of the booking payment; (b) the Veterinarian forfeits the consultation fee for that Consultation in full; and (c) the event is recorded and treated as a conduct matter under the Vet Conduct and Enforcement (Vet Conduct and Enforcement Policy).
5.2 Three Veterinarian No-Shows within 90 days trigger a suspension review under the Vet Suspension, Deactivation, and Reinstatement. The review is a review, not an automatic suspension, and it takes the recorded cancellation reasons into account: an emergency is distinguished from a pattern of unreliability.
Article 6: Company-Initiated Cancellation
6.1 Where the Company cancels a Consultation: including cancellation caused by a Veterinarian's suspension during the schedule, a technical failure, or a booking error that created an ineligible session: the Client is refunded in full to the original payment method, without the Client requesting the refund, and no cancellation fee is charged to the Client.
6.2 A Company-initiated cancellation also carries a duty of outreach: the Company shall offer the Client priority rebooking and, where the clinical matter is urgent, shall direct the Client to in-person care.
Article 7: Rescheduling
7.1 A Client may reschedule a Consultation before the 4-hour window in Article 4.1 without charge, without limit on the number of reschedulings. The Consultation record retains its identity: the same record carries a new scheduled time: and the consents, the attestation, and the payment authorization for the Consultation carry forward. A rescheduling does not create a new booking for VCPR timing purposes; the original booking time governs.
7.2 A rescheduling requested within the 4-hour window is treated as a cancellation of the original slot, to which Article 4.2 applies, plus a new booking for the new slot.
7.3 A Veterinarian may reschedule a booked Consultation only with the Client's agreement. The Company shall identify the replacement slot; the Client does not bear the work of resolving the Veterinarian's schedule conflict. If the Client declines the alternatives offered, the event is treated as a Veterinarian-initiated cancellation: the Client is refunded in full, and the event is recorded in the Veterinarian's reliability record.
Article 8: Technical Failure
8.1 A Consultation interrupted by technical failure: failure of the session connection, a Platform error, or a connection failure on either side that cannot be recovered: is recorded as failed. A failed Consultation is neither a No-Show nor a completed Consultation, and no party's reliability record is charged for a Platform outage.
8.2 A failed Consultation is rescheduled without charge. If the clinical content was substantially delivered before the failure: the assessment and the plan were completed: the Veterinarian shall document what was completed in the clinical note under the Clinical Documentation Policy, and the Company shall determine the fee treatment on the facts of the Consultation: the full fee where the Consultation was substantively complete, and no fee where it was not. The Company shall inform the Client of the treatment and the reason for it.
Article 9: Liability
9.1 Professional responsibility. The Veterinarian bears responsibility for the clinical decisions made in a Consultation. The Company provides the Platform and the booking mechanism; the Company does not practice veterinary medicine. Nothing in this Article limits liability for personal injury or injury to an animal caused by negligence, where applicable law does not permit the limitation. No provision of this Policy is a promise of a clinical outcome.
9.2 Exclusion of certain damages. To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this Policy, even if the party has been advised of the possibility of those damages.
9.3 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this Policy shall not exceed the greater of (a) the amounts the Veterinarian paid to the Company under this Policy in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
9.4 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this Policy; (b) liability for fraud or willful misconduct; (c) amounts a party owes for fees, refunds, or other amounts under the Company's documents; or (d) liability that cannot be limited under applicable law.
9.5 Essential purpose. The parties agree that this Article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 10: Indemnification
10.1 Duty. The Veterinarian shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the Veterinarian's breach of this Policy; (b) the Veterinarian's Services, consultations, or content; (c) the Veterinarian's violation of any law or of the rights of any person; and (d) taxes for which the Veterinarian is responsible under the Company's documents.
10.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The Veterinarian shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Veterinarian shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
10.3 Survival. This Article survives the termination of this Policy.
Article 11: Enforcement and Appeals
11.1 Investigation. The Company may investigate any suspected violation of this Policy. The Veterinarian shall cooperate with an investigation and shall produce the records this Policy requires the Veterinarian to keep.
11.2 Notice. If the Company determines that the Veterinarian has violated this Policy, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
11.3 Opportunity to cure. Where a violation is capable of cure, the Veterinarian has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
11.4 Measures. If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) cancel a booking; (c) suspend the Account or program participation, in whole or in part; (d) terminate this Policy and the Account; and (e) exercise any other right or remedy available under the Company's documents or at law.
11.5 Appeal. The Veterinarian may appeal a measure under this Article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
11.6 No waiver by delay. The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 12: Term and Termination
12.1 Term. This Policy takes effect when the Veterinarian is accepted to provide veterinary services through the Platform and continues until terminated under this Article.
12.2 Termination by the Company. The Company may terminate this Policy and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Veterinarian materially breaches this Policy, engages in fraud, or becomes ineligible to participate.
12.3 Termination by the Veterinarian. The Veterinarian may terminate this Policy on thirty (30) days' written notice to support@aapawz.com, provided the Veterinarian has no booking or investigation outstanding.
12.4 Effect of termination. On termination: (a) the rights granted under this Policy end; (b) obligations that arose before termination: including payment, refund, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under the Company's documents, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
12.5 Survival. The Definitions, Fees (for accrued amounts), Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 13: Dispute Resolution
13.1 Any dispute arising out of or relating to this Policy, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this Policy by reference.
Article 14: General Provisions
14.1 Amendments. The Company may amend this Policy by posting the amended Policy in the Document Center and giving notice to the Veterinarian at the email address in the Account. An amendment that materially increases the Veterinarian's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If the Veterinarian does not accept an amendment, the Veterinarian's remedy is to terminate under Article 12 before the amendment takes effect.
14.2 Notices. Legal notices under this Policy shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. Notices to the Veterinarian are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. The Veterinarian shall keep the email address in the Account current.
14.3 Governing law. This Policy is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this Policy shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there. The practice of veterinary medicine under this Policy is governed by the law of the state in which the patient is located.
14.4 Severability. If any provision of this Policy is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
14.5 Entire agreement. This Policy, together with the documents it incorporates by reference, is the entire agreement between the Company and the Veterinarian for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
14.6 Assignment. The Veterinarian shall not assign this Policy or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this Policy to an affiliate or in connection with a sale of all or part of its business, on notice to the Veterinarian.
14.7 Waiver. A waiver of any provision of this Policy is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
14.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This Policy shall not be construed against a party as its drafter. The English-language text controls over any translation.
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