Effective Date: October 15, 2026 Version: 1.0 Applies to: All Veterinarians who prescribe through the Platform, all pharmacy partners that dispense Prescriptions written through the Platform, and Clients who receive dispensed products.
Article 1: Introduction and Scope
1.1 This Policy governs the path of a Prescription from the prescribing Veterinarian to the Client: transmission to the dispensing pharmacy, verification and clarification, dispensing and shipping, Client notice at each stage, errors, and recalls. A Prescription is a chain of handoffs: Veterinarian to Company, Company to pharmacy, pharmacy to Client: and this Policy makes a break in that chain visible when the break occurs.
1.2 The roles are distinct and shall not be blurred. The Veterinarian writes the Prescription. The Company conveys the Prescription to the pharmacy exactly as the Veterinarian signed it; the Company does not alter a Prescription. The pharmacy dispenses. Licensure, the VCPR, prescribing, and dispensing are governed by the law of the state in which the Patient is located and by each other law that applies to the dispensing. This Policy does not authorize any practice that applicable law forbids, and where this Policy and applicable law differ, the stricter rule prevails.
1.3 No provision of this Policy promises a clinical outcome. 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 a party 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 to whom a dispensed product is supplied.
2.3 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.4 Patient: the animal for which a Prescription is written.
2.5 Pharmacy Partner: a pharmacy the Company has accepted under the Pharmacy Partner Standards to dispense Prescriptions written through the Platform.
2.6 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.7 Prescription: an order by a Veterinarian for a medication for a Patient, recorded and transmitted through the Platform.
2.8 VCPR: a veterinarian-client-patient relationship, as defined by the law of the state in which the Patient is located.
2.9 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: Stages of a Prescription
3.1 Each Prescription carries a recorded stage (a) Written: signed by the Veterinarian, with each field required by the Prescription Authority and VCPR Requirement complete and each prescribing condition satisfied. The Prescription exists as a clinical order and has not left the Platform.
(b) Transmitted: received and acknowledged by the dispensing pharmacy, with the pharmacy's order reference recorded. A Prescription is not transmitted until the pharmacy confirms receipt; dispatch without acknowledgement does not advance the stage.
(c) Fulfilled: dispensed and shipped, with the tracking number recorded. Fulfilled means the medication is moving toward the Client.
(d) Cancelled: voided by the Veterinarian on clinical grounds, or by the Client before dispensing, with the reason recorded. Terminal.
(e) Expired: not transmitted within 30 days of writing, or past the validity period of the Prescription. Terminal. An expired Prescription is not reactivated; where therapy remains indicated, the Veterinarian writes a new Prescription with a current VCPR check, as provided in the Prescription Duration and Refill Limits.
Article 4: Transmission
4.1 Transmission shall occur within 24 hours of writing. A Prescription that remains at the written stage beyond 24 hours is flagged to the prescriber and to the Company, because a signed Prescription that is not transmitted is a clinical order the Patient is not receiving.
4.2 Transmission is electronic, complete, and exact: the full Prescription record as the Veterinarian signed it. No person re-enters, summarizes, or paraphrases a Prescription in transmission. The Company conveys the Prescription; the Company does not alter a Prescription in any respect: not the medication, not the strength, not the quantity, not the directions, and not the refills. An error in a Prescription is corrected by the prescriber under Article 5, never by alteration in transmission.
4.3 The Client chooses the fulfillment path at the point of prescribing: a Pharmacy Partner or the Client's own local pharmacy: and the Veterinarian records the choice. Where the Client chooses a local pharmacy, the Prescription is transmitted to that pharmacy where the connection supports transmission, and otherwise the written Prescription is provided to the Client. The Company does not confine a Prescription to its own fulfillment path to capture the margin on the sale: payment shall not steer the direction of a Prescription.
Article 5: Verification, Clarification, and Dispensing
5.1 Before dispensing, the dispensing pharmacy shall verify the Prescription: the prescriber's identity and licensure, the completeness of the Prescription, and the VCPR basis on request, as provided in the Pharmacy Partner Standards. Verification is a duty of the pharmacy, exercised through the pharmacist's independent professional judgment, which no provision of this Policy overrides.
5.2 Where a Prescription is unclear, incomplete, or raises a clinical concern: a dosing question, an interaction, or a direction that does not make clinical sense: the pharmacist shall hold the Prescription and seek clarification from the prescriber. The pharmacy shall not resolve an ambiguity by assumption. A clarified Prescription is dispensed as clarified and recorded by the prescriber; the pharmacy does not amend a Prescription on the pharmacy's own authority, other than a generic substitution the applicable law permits.
5.3 Dispensing shall comply with the dispensing law of each state that applies, including labeling, packaging, and counseling requirements. Shipping shall use a method that protects the product: including temperature control where the product requires it: and that produces a tracking record, which the Pharmacy Partner shall report to the Company on shipment.
Article 6: Client Notice and Cancellation
6.1 The Client is notified at each transition of the Prescription: transmitted, with the name of the dispensing pharmacy and the expected timeframe; shipped, with tracking; delayed, with the reason and a revised estimate; and cancelled, with the reason. Each notice is stated in plain language and identifies the pharmacy by name.
6.2 The Client may cancel a Prescription before dispensing without charge. The Prescription is then void and nothing ships. After dispensing, the pharmacy's return terms govern, and dispensed prescription products are generally non-returnable for reasons of safety: a product that has left the pharmacy does not return to the shelf. The Client is informed of this position before the Prescription transmits.
6.3 The Prescription record answers the Client's question about the position of a medication in one place: the stage of the Prescription, the pharmacy's reported position, and the tracking number. Where the record does not answer the question, the connection between the Company and the pharmacy is defective, and the defect is treated as an incident.
Article 7: Veterinarian Control After Transmission
7.1 The Veterinarian may cancel a transmitted Prescription at any time before dispensing, on clinical grounds: the Patient's condition has changed, the diagnosis has been revised, or a better therapy has been identified. The cancellation reason is recorded, the pharmacy is notified at once through the connection between the Company and the pharmacy, and the Client is informed of the cancellation and of the Prescription or course of care that replaces the cancelled Prescription.
7.2 After dispensing, cancellation is a clinical matter between the Veterinarian and the Client: whether administration stops, what is done with the remainder of the product, and what replaces the therapy. A dispensed shipment is not recalled by cancellation under this Article; recall is governed by Article 8.3.
Article 8: Errors, Silence, Non-Delivery, and Recalls
8.1 Pharmacy rejection. Where the pharmacy rejects a Prescription: the product is not stocked, the Prescription cannot be compounded, or a clinical concern is unresolved: the rejection returns to the Company with a reason, the Veterinarian is notified, and the Veterinarian decides: another pharmacy, another therapy, or resolution of the concern with the pharmacy. The Client is informed of the position and is not left without an explanation.
8.2 Pharmacy silence. A pharmacy that has acknowledged a Prescription and gives no change in the fulfillment position for 48 hours is treated as silent. Silence triggers escalation: the Company contacts the pharmacy and, where the silence continues, re-routes the Prescription to another Pharmacy Partner with the Client's knowledge. A Prescription held by a silent pharmacy is a Patient without medication, and time governs the response.
8.3 Errors and recalls. A dispensing error: the wrong product, the wrong strength, or the wrong directions supplied: is reported at once to the Company and to the prescriber, and is handled as an incident under the Clinical Incident Reporting (Clinical Incident Reporting Policy). A recall of a dispensed product follows the Product Recall Policy and the lot-traceability procedure in the Pharmacy Partner Standards: the Pharmacy Partner identifies every affected Client from the lot records within 24 hours, and the Company notifies each affected Client with the instructions the recall requires.
8.4 Non-delivery. Where tracking records delivery and the Client reports non-receipt, or tracking ceases to progress, the Company investigates with the carrier first and arranges re-shipment where the pharmacy confirms non-delivery. Repeated reports of lost shipments for the same Client are treated as a pattern and examined, because diversion of prescription product, though rare, is addressed on the tracking record.
Article 9: Liability
9.1 Allocation of responsibility. The Veterinarian bears responsibility for the Prescription as written. The Pharmacy Partner bears responsibility for verification, clarification, dispensing, and shipping in accordance with the Prescription as written and applicable law. The Company bears responsibility for conveying the Prescription exactly as written and for the Client notices this Policy requires. 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 Pharmacy Partner 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 Orders, 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 Pharmacy Partner 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 Pharmacy Partner's breach of this Policy; (b) the Pharmacy Partner's products, dispensing, shipping, or content, including product liability claims and recall costs attributable to the Pharmacy Partner; (c) the Pharmacy Partner's violation of any law or of the rights of any person; and (d) taxes for which the Pharmacy Partner is responsible under the Company's documents. The Veterinarian bears the corresponding duty for a Prescription the Veterinarian wrote, under the Prescription Authority and VCPR Requirement.
10.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The indemnifying party shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The indemnifying party 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. Each party shall cooperate with an investigation and shall produce the records this Policy requires that party to keep.
11.2 Notice. If the Company determines that a party 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. The Company may suspend routing or prescribing immediately where a license has lapsed or a safety risk arises, as provided in the Pharmacy Partner Standards.
11.3 Opportunity to cure. Where a violation is capable of cure, the party 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, alteration of a Prescription in transmission, 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) suspend routing of Prescriptions or prescribing authority, in whole or in part; (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. A party 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 a party first prescribes, dispenses, or receives a product under a Prescription through the Platform and continues until terminated under this Article.
12.2 Termination by the Company. The Company may terminate this Policy as it applies to a party, and the party's Account, on thirty (30) days' written notice for any reason, and immediately on written notice if the party materially breaches this Policy, engages in fraud, or becomes ineligible to participate.
12.3 Termination by a party. A Pharmacy Partner or a Veterinarian may terminate this Policy as it applies to that party on thirty (30) days' written notice to support@aapawz.com, provided the party has no Prescription in progress 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, recall, 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, 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 affected party at the email address in the Account. An amendment that materially increases a party's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued participation after the effective date of an amendment is acceptance of it. A party that does not accept an amendment may 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 a party 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. Each party 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. Prescribing and dispensing under this Policy are governed by the law of the state in which the patient is located and of each other state whose law applies.
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 each party 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. A party other than the Company 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 affected party.
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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