Effective Date: October 15, 2026 Version: 1.0 Applies to: All Veterinarians and pharmacy partners who participate in the Platform's veterinary and pharmacy program.
Article 1: Introduction and Scope
1.1 This Policy states how the veterinary and pharmacy program is administered: what the Company administers, what remains with the Veterinarian, the order of precedence among the Veterinary and Pharmacy documents, and how the program's documents are amended. The master participation instruments for the program are the Veterinary Services Agreement and the Pharmacy Services Agreement; this Policy states the administration rules that those instruments incorporate.
1.2 The division at the center of the program is constant: the Company administers the program; clinical governance remains with the Veterinarian. No administration rule in this Policy transfers a clinical decision to the Company, and no administration rule limits a clinical decision the law commits to the Veterinarian. 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 Veterinary Services Agreement or the Pharmacy Services Agreement, the applicable agreement controls.
1.3 The practice of veterinary medicine and the practice of pharmacy are governed by the law of the state in which the patient is located. Nothing in this Policy authorizes any practice that state law forbids; where state law and a program rule conflict on a clinical matter, state law prevails.
Article 2: Definitions
2.1 Account: the account a person or business establishes with the Company to use the Platform.
2.2 Client: a pet owner or caretaker who uses the Platform's veterinary services. The Client is the owner or caretaker; the Patient is the animal. The two terms are never interchanged in the Veterinary and Pharmacy documents.
2.3 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.4 Patient: the animal that is the subject of a consultation, a prescription, a triage session, or a referral.
2.5 Pharmacy Partner: a licensed pharmacy the Company has accepted to dispense prescriptions through the Platform, under the Pharmacy Partner Standards.
2.6 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.7 Program: the veterinary and pharmacy program constituted by the Veterinary and Pharmacy documents.
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: What the Company Administers
3.1 The Company administers the following, and the Veterinarian and the Pharmacy Partner rely on the Company's administration for these matters (a) Scheduling. The booking and scheduling service: the availability a Veterinarian posts, the slots a Client books, rescheduling, and the cancellation mechanics of the Cancellation, No-Show, and Rescheduling Policy.
(b) Payment. Collection of consultation fees as limited collection agent, payout of the Veterinarian's share, refunds, and adjustments, under the Vet Fees and Payouts Policy and the Consult Payment Disputes Policy.
(c) Directory. The veterinarian directory and the referral directory: profile presentation, accuracy review, and routing by relevance and availability, under the Vet Directory and Profile Standards and the Vet Lead Compensation Policy.
(d) Credentialing administration. The intake, verification scheduling, and status records for licenses and credentials, under the License Verification and the Credentialing and Background Standards. Administration of a credential is not a determination of clinical competence, which remains a matter for the licensing board and the Veterinarian.
(e) Program documents. Publication of the Veterinary and Pharmacy documents in the Document Center, notice of amendments under Article 6, and maintenance of the state telemedicine matrix under the State Telemedicine Matrix.
Article 4: What Remains with the Veterinarian
4.1 Clinical governance remains with the Veterinarian. The Veterinarian alone decides: whether a VCPR exists and may be established, under the VCPR Establishment Rules; the conduct of a consultation, under the Consult Conduct Standards; the clinical documentation, under the Clinical Documentation Policy; and whether to prescribe, and what to prescribe, under the Prescription Authority and VCPR Requirement.
4.2 The Company does not practice veterinary medicine, does not employ Veterinarians to practice veterinary medicine, and does not make clinical decisions. The Company shall not direct a Veterinarian to make or to refrain from making a diagnosis, a prescription, or a referral. An instruction of that kind from any person acting for the Company is outside the Company's authority under this Policy, and the Veterinarian shall decline the instruction and may report the instruction to legal@aapawz.com.
4.3 The same division applies to the Pharmacy Partner: dispensing judgment, including the decision to hold a prescription and contact the prescriber, remains with the pharmacist, under the Pharmacy Partner Standards.
Article 5: Order of Precedence Within the Program
5.1 Within the Veterinary and Pharmacy documents, the more specific document controls. A prescribing question is answered by the prescribing documents (§Prescription Authority and VCPR Requirement–2.5.20) first, with the Vet Conduct and Enforcement Policy as the backstop; a compensation question is answered by the Vet Lead Compensation Policy; a VCPR question is answered by §VCPR Establishment Rules–2.5.10.
5.2 As against the rest of the library: the Veterinary and Pharmacy documents govern veterinary and pharmacy matters. The seller documents (Sellers) do not govern Veterinarian conduct; the developer documents (Developers and Partners) do not govern the clinical boundaries of the triage service, which §Teletriage Disclosure Policy–2.5.27 govern. Where a genuine overlap exists: data handling (Telemedicine Data Handling Policy and the Privacy Policy), payment disputes (Consult Payment Disputes Policy and the Chargeback Policy), enforcement (Vet Conduct and Enforcement Policy and the Enforcement and Appeals Policy): the cross-reference in each document states the relationship, and a conflict is resolved toward the rule that is more protective of the Patient and the Client.
5.3 A term defined in a Veterinary and Pharmacy document carries that meaning across the Veterinary and Pharmacy documents without redefinition. A term used in a later document with a different meaning is an error, to be corrected by amendment under Article 6.
Article 6: Program Amendments
6.1 The Company may amend a Veterinary and Pharmacy document by posting the amended document in the Document Center and giving notice to each affected Veterinarian and Pharmacy Partner at the email address in the Account. Amendments are versioned and dated, and the change record states what changed, the reason, and the effective date.
6.2 A material amendment: a new obligation, a changed prohibition, or a new enforcement consequence: takes effect thirty (30) days after notice, and requires re-acceptance by each affected Veterinarian and Pharmacy Partner before the amendment takes effect for that party. A party is not bound by a material rule the party has not seen. A party that does not re-accept a material amendment may terminate participation under Article 10 before the amendment takes effect.
6.3 A change to a commercial term: the Consult Fee or the payout split in the Vet Fees and Payouts Policy, or a no-show fee term in the Cancellation, No-Show, and Rescheduling Policy: is made on thirty (30) days' notice to affected Veterinarians. A booking already made keeps the terms recorded at booking; a change notice does not override the recorded terms of an existing booking.
6.4 A change in the law: a state law amendment, a new board rule, a federal rule change: is incorporated into the state telemedicine matrix and into each affected document promptly. Where the change in law makes a rule stricter, the stricter rule applies from the law's effective date, regardless of the document version cycle.
6.5 An emergency amendment: a board emergency rule, or a safety-critical incident that requires an immediate document change: takes effect on publication, with notice to affected parties within twenty-four (24) hours. The change record states the emergency basis. Emergency amendment is reserved for a genuine emergency.
Article 7: Liability
7.1 Administration risk. The Company bears responsibility for the accuracy of the administration the Company performs under Article 3: scheduling, payment, directory, and credentialing records. The Veterinarian bears responsibility for clinical governance under Article 4. No provision of this Policy is a promise of a clinical outcome. 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.
7.2 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.
7.3 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 affected party 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).
7.4 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 owed for Orders, fees, chargebacks, or refunds under the Company's documents; or (d) liability that cannot be limited under applicable law.
7.5 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 8: Indemnification
8.1 Duty. The Veterinarian and the Pharmacy Partner, as applicable, 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) that party's breach of this Policy; (b) that party's services or content; (c) that party's violation of any law or of the rights of any person; and (d) taxes for which that party is responsible under the Company's documents.
8.2 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.
8.3 Survival. This Article survives the termination of this Policy.
Article 9: Enforcement and Appeals
9.1 Investigation. The Company may investigate any suspected violation of this Policy. The Veterinarian and the Pharmacy Partner shall cooperate with an investigation and shall produce the records this Policy requires the party to keep.
9.2 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.
9.3 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, or a violation that by its nature cannot be cured.
9.4 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) remove or suppress a listing or content; (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. The Company may suspend a Veterinarian's participation immediately where a license has lapsed or a safety risk arises.
9.5 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.
9.6 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 10: Term and Termination
10.1 Term. This Policy takes effect when a Veterinarian or Pharmacy Partner is accepted into the Program and continues until terminated under this Article.
10.2 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 affected party materially breaches this Policy, engages in fraud, or becomes ineligible to participate.
10.3 Termination by the party. A Veterinarian or Pharmacy Partner may terminate this Policy on thirty (30) days' written notice to support@aapawz.com, provided the party has no consultation, prescription in flight, or investigation outstanding.
10.4 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.
10.5 Survival. 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 Policy, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this Policy by reference.
Article 12: General Provisions
12.1 Amendments. Program amendments are made under Article 6, which is the amendment rule for the Veterinary and Pharmacy documents and prevails over a general amendment provision in a Veterinary and Pharmacy document to the extent of any conflict. For parties and subjects outside the Program, the standard rule applies: the Company may amend a document by posting the amended document in the Document Center and giving notice at the email address in the Account, and continued use of the Platform after the effective date is acceptance of the amendment.
12.2 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.
12.3 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 and the practice of pharmacy under this Policy are governed by the law of the state in which the patient is located.
12.4 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.
12.5 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.
12.6 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.
12.7 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.
12.8 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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