Effective Date: October 15, 2026 Version: 1.0 Applies to: All Veterinarians who participate in veterinary services through the Platform, and all Consultations booked through the Platform.
Article 1: Introduction and Scope
1.1 This document governs the determination of the patient's state and the routing of Consultations on that basis. It states how patient state is determined and corroborated, when a telemedicine Consultation may be offered and accepted, the Veterinarian's duty to verify patient location at the start of each Consultation, and the duties that follow a misrouting.
1.2 Veterinary law follows the patient, not the Veterinarian. A Veterinarian licensed in one state who conducts a Consultation for a patient located in another state practices under the law of the patient's state for that encounter. The Veterinarian's physical location does not determine the governing law. A Consultation routed or accepted contrary to this document is practice without the required license or authority and is a material breach of this document.
1.3 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the Veterinarian participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
Article 2: Definitions
2.1 The definitions in the Terms of Use are incorporated into this document by reference and apply to this document. This article defines only the additional terms used in this document, in alphabetical order.
2.2 Client: a pet owner or caretaker who books or receives a Consultation through the Platform.
2.3 Consultation: a veterinary encounter between a Veterinarian and a Client concerning a Patient, conducted through the Platform.
2.4 Patient: the animal that is the subject of a Consultation.
2.5 Patient State: the state in which the Patient is located at the time of the Consultation.
2.6 Session Mode: the mode recorded for a Consultation at booking, stated as telemedicine or teletriage, which determines what the Veterinarian may do in the session.
2.7 VCPR: a veterinarian-client-patient relationship, as defined and governed by the law of the Patient State.
2.8 Veterinarian: a licensed veterinarian the Company has accepted to participate in veterinary services through the Platform.
Article 3: Determination of Patient State
3.1 Patient State is determined at booking and is corroborated by at least one signal in addition to the Client's declaration, which may be the billing postal code, network location information, or the Client's confirmed service address. A Client declaration alone does not determine Patient State, because a declaration made to obtain a Consultation the Patient State does not permit is the failure this article exists to prevent.
3.2 Patient State is the state where the animal is at the time of the Consultation, not the Client's home address. The booking process states this rule to the Client in plain words before booking. The rule applies where the Client is traveling with the animal, where the animal is with a boarder or sitter or at a second home, and in each other case: the animal's location governs.
3.3 Patient State is fixed for a Consultation once the Consultation is confirmed. Patient State is not carried silently to a different state if the Client travels before the session. The Veterinarian shall verify the Patient's location at the start of each Consultation, and a material change in location requires routing to be determined again before the Consultation proceeds. A Veterinarian who becomes aware during a Consultation that the Patient is in a different state than recorded shall stop the Consultation and complete that re-determination before continuing.
3.4 Each Patient is routed independently. One Consultation does not cover patients located in two states.
3.5 Where corroborating signals conflict, the Company applies the most restrictive credible signal and seeks resolution from the Client; where the conflict is not resolved, the Consultation is handled under the rule for a state that bars the service sought.
Article 4: Routing Rules
4.1 A telemedicine Consultation may be offered and accepted only where both of the following hold: the Veterinarian is licensed in the Patient State, evidenced by an active, verified License Record for that state; and the Patient State permits the service type sought, as recorded in the State Telemedicine Matrix.
4.2 Where the Patient State bars establishment of a VCPR by telemedicine and no valid in-person VCPR is attested under the VCPR Establishment Rules, no telemedicine Consultation is offered for that Patient. The Client is offered teletriage, which is general information without diagnosis or prescribing, or in-person care through the referral directory. A telemedicine Consultation shall not be presented as an option subject to the Veterinarian's discretion in the session; the routing decision is made before the session and is not the individual Veterinarian's to remake.
4.3 Where the Patient State permits the service but no Veterinarian licensed in that state is available, the Platform shows no availability for that Patient. The Company shall not substitute a Veterinarian licensed in another state and shall not offer the Consultation with a Veterinarian licensed elsewhere.
4.4 The Session Mode is set at booking and recorded on the Consultation. The mode determines the scope of the session. In a teletriage session there is no VCPR, no diagnosis, and no prescribing, regardless of the Veterinarian's credentials; the teletriage rules in the Teletriage Standards and Urgency Classification (Teletriage Standards Policy) govern that session. A Veterinarian shall not convert a teletriage session into a telemedicine Consultation during the session; where the Patient needs more than the mode permits, the Veterinarian shall state that and route the Client accordingly.
4.5 The Company records the Veterinarian's location at the time of each Consultation for the Consultation record. That record completes the audit record of the encounter; it does not change the governing law, which is the law of the Patient State.
Article 5: Worked Applications of the Routing Rules
5.1 A Client books for a cat located in Tennessee. The State Telemedicine Matrix records that establishment by telemedicine is barred in Tennessee. The booking process seeks the in-person examination attestation under the VCPR Establishment Rules. If the Client attests that a licensed veterinarian examined the cat in person within the last twelve (12) months, telemedicine is offered, the Session Mode is telemedicine, and the Consultation is matched to a Veterinarian with a verified Tennessee License Record on Tennessee availability, proceeding as an existing-patient follow-up under the Existing-Patient Follow-Up Consults (Existing-Patient Follow-Up Policy) document. If the Client does not so attest, no telemedicine Consultation is offered; the Client is shown referral practices near the Client's postal code, with the reason stated, and may book a video follow-up after an in-person examination.
5.2 A Client books for a dog located in a state whose reviewed Entry in the State Telemedicine Matrix permits establishment by telemedicine. Telemedicine is offered, the Session Mode is telemedicine, and the Consultation is matched to a Veterinarian licensed in that state. The VCPR is established in the session under the VCPR Establishment Rules, and the Consultation record carries the reference to that VCPR.
Article 6: Misstatement, Evasion, and Misrouting
6.1 Deliberate misstatement of Patient State by any party, including a Client, a Veterinarian, or Company personnel, to evade routing under this document is a violation governed by the Vet Conduct and Enforcement (Vet Conduct and Enforcement Policy) document. Coaching a Client to misstate Patient State is a material breach of this document, not capable of cure.
6.2 A misstatement made without intent to evade, including a Client's genuine misunderstanding that the animal's location matters, is addressed by explanation and re-routing, not by a conduct measure.
6.3 Where a Consultation is misrouted, whether by error in determination, by a change in the Patient's location, or by misstatement, the Company and the Veterinarian shall: stop or decline the Consultation where it has not been completed; re-determine routing under Article 4; notify the Client of the correction and of the lawful options available; and record the misrouting and its resolution on the Consultation record. No diagnosis or prescription from a misrouted Consultation stands as authorized, and each prescription written in a misrouted Consultation is identified for review under the State Telemedicine Matrix document.
Article 7: Liability
7.1 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 document, even if the party has been advised of the possibility of those damages.
7.2 To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Veterinarian paid to the Company under this document in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
7.3 This article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Veterinarian owes for fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
7.4 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.
7.5 The Company is not a veterinary practice and does not provide veterinary services. Routing under this document is an administrative control; it does not relieve the Veterinarian of the Veterinarian's independent duty to confirm licensure and authority for each encounter, and it does not transfer professional responsibility to the Company. No provision of this document promises a clinical outcome.
7.6 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 8: Indemnification
8.1 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 document; (b) the Veterinarian's services, consultations, listings, or User 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 this document.
8.2 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.
8.3 This article survives the termination of this document.
Article 9: Enforcement and Appeals
9.1 The Company may investigate any suspected violation of this document. The Veterinarian shall cooperate with an investigation and shall produce the records this document requires the Veterinarian to keep.
9.2 If the Company determines that the Veterinarian has violated this document, 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.
9.3 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, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
9.4 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) remove or suppress a listing or content; (c) cancel an Order or a booking; (d) suspend the Account or a program participation, in whole or in part; (e) terminate this document and the Account; and (f) exercise any other right or remedy available under this document or at law.
9.5 The Company may suspend the Veterinarian immediately, without prior notice and without a cure period, where a license lapses, expires, is suspended, or is revoked, or where a risk to the safety of a person or an animal arises, as provided in the License Verification document and the Vet Suspension, Deactivation, and Reinstatement document. The Company may hold disbursements to the Veterinarian while an investigation under this article is pending, and shall release amounts not required to satisfy the Veterinarian's obligations when the investigation closes.
9.6 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.
9.7 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 10: Term and Termination
10.1 This document takes effect when the Veterinarian is accepted into participation and continues until terminated under this article.
10.2 The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Veterinarian materially breaches this document, engages in fraud, or becomes ineligible to participate.
10.3 The Veterinarian may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Veterinarian has no Order, booking, or investigation outstanding.
10.4 On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
10.5 The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions articles survive termination.
Article 11: Dispute Resolution
11.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 12: General Provisions
12.1 The Company may amend this document by posting the amended document 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 the Term and Termination article before the amendment takes effect.
12.2 Legal notices under this document 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. Notices under the DMCA and Copyright Policy are given as provided in that policy, to the designated agent at legal@aapawz.com.
12.3 This document 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 document 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 document is governed by the law of the state in which the patient is located.
12.4 If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
12.5 This document, 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.
12.6 The Veterinarian shall not assign this document 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 document to an affiliate or in connection with a sale of all or part of its business, on notice to the Veterinarian.
12.7 A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
12.8 Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party on the ground that the party prepared this document. The English-language text controls over any translation.
Related articles