Effective Date: October 15, 2026 Version: 1.0 Applies to: All Veterinarians who receive escalated triage cases through the Platform, and to the Company's operation of the triage-to-consult handover.
Article 1: Introduction and Scope
1.1 This Policy governs escalation: the handover from teletriage to human veterinary care. It states when a Triage Session shall be routed to a Veterinarian and when a Triage Session shall be routed to emergency in-person care, the timing duties that attach to each route, and the documentation the handover shall carry.
1.2 Escalation is a routing action, not a clinical act. The triage service classifies and informs; on escalation, a human takes over. Escalation is not automatic in the sense of removing the Client's choice, except for emergencies, where the direction to in-person care is immediate. 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.
1.3 The practice of veterinary medicine is governed by the law of the state in which the patient is located. Nothing in this Policy authorizes any practice that state law forbids.
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 teletriage service or books a consultation through the Platform.
2.3 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.4 Escalation: the handover of a Triage Session to a Veterinarian consultation, to a local veterinary practice by referral, or to emergency in-person care, under this Policy.
2.5 Patient: the animal that is the subject of a Triage Session or a consultation.
2.6 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.7 Triage Record: the record of a Triage Session described in the Teletriage Standards Policy.
2.8 Triage Session: one interaction between a Client and the Platform's automated triage tool.
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: When Escalation to a Veterinarian Is Required
3.1 The Triage Session shall be offered Escalation to a Veterinarian consultation in each of the following cases: (a) the urgency classification is Urgent, and the Client accepts a consultation; (b) the urgency classification is Routine, and the Client requests a consultation; (c) the Client expresses uncertainty that the triage service cannot resolve; (d) the described signs include a warning sign that warrants professional evaluation, even where the overall classification is of lower urgency: the warning sign, not the classification alone, requires the offer; and (e) the Client requests a Veterinarian at any point, for any reason, without giving a justification. A Client request under clause (e) ends the Triage Session and starts the handover at once.
3.2 The triage service offers; the Client decides. Except under Article 4, the service shall not book a consultation without the Client's agreement.
Article 4: When Escalation to Emergency In-Person Care Is Required
4.1 A Triage Session classified Emergency shall be routed to emergency in-person care immediately. The session directs the Client to the nearest emergency practices in the referral directory, with 24-hour practices preferred, and states the direction urgently and specifically.
4.2 Emergency presentations include the categories stated in the Teletriage Standards Policy: signs of gastric dilatation-volvulus; respiratory distress; suspected toxin ingestion; urinary blockage in a male cat; seizures; collapse; and uncontrolled bleeding.
4.3 An Emergency session shall not be escalated to a booking. Offering a video consultation for an emergency presentation is prohibited. The only permitted routing for an Emergency classification is to in-person emergency care.
Article 5: What the Handover Carries; Documentation
5.1 The handover carries the complete Triage Record into the booking or referral: the signs text as the Client described it; the urgency classification; the warning signs noted; the reference content drawn on; and the follow-up questions asked and answered. The Triage Record is linked to the consultation that results from the Escalation.
5.2 The consulting Veterinarian receives the signs as the Client described them, not only the classification, because the Veterinarian forms an independent assessment. The Triage Record is background to that assessment; the Triage Record is not a referral letter and states no diagnosis.
5.3 The handover shall not drop a warning sign recorded in the Triage Record. A handover that carries the presenting complaint but omits a recorded warning sign has not occurred within the meaning of this Policy, and the omission is documented and reviewed as a quality failure.
5.4 The Escalation is recorded when the handover occurs. The Company keeps the record of the offer, the Client's decision, the route taken, and the linked consultation or referral, for the period stated in the Telemedicine Data Handling Policy.
5.5 The referral route to a local practice runs in parallel with the consultation route. Where the Client prefers a local Veterinarian, or the case needs in-person care, the handover may route by referral intake: the Client's name and contact details, the Patient's details, the urgency, a summary of the described signs, and the link to the originating Triage Session. A referral is created only with the Client's express consent to be contacted. The Triage Session alone does not authorize a practice to contact the Client.
Article 6: Timing Duties and the Follow-Up Safety Net
6.1 An Emergency direction is given within the Triage Session itself, without further questions once the emergency classification is made. Speed is the substance of the Emergency route.
6.2 A Triage Session that recommended Escalation and shows no linked consultation within 72 hours is flagged for follow-up outreach where the Client's contact information exists. The outreach consists of one contact, in plain language, with the triage summary and an offer to help the Client book. If the Client states that the Patient was seen elsewhere, the flag clears. Where no contact information exists, the flag is noted and no outreach is possible.
6.3 An Emergency session with no confirmation of emergency care within 24 hours is flagged for outreach where contact information exists. The 72-hour period in Article 6.2 does not apply to emergencies.
6.4 Escalation never constrains the Veterinarian's independent assessment. Where the Veterinarian's assessment differs from the triage classification: a session classified Routine in which the Veterinarian finds an emergency: the Veterinarian's assessment governs and the Veterinarian treats the emergency.
Article 7: Prohibited Conduct in the Handover
7.1 The handover shall not: (a) state a diagnosis in the routing message: the message states that the Client is being booked with a Veterinarian about the signs the Client described, and nothing more specific about a suspected condition; (b) promise that the consultation resolves the matter, or pre-commit the Veterinarian to a diagnosis the consultation may not support: the handover promises access to a professional, not an outcome; or (c) omit a recorded warning sign, as Article 5.3 provides.
Article 8: Liability
8.1 Escalation risk. The Company is responsible for the routing the Platform performs under this Policy. The Veterinarian who receives an escalated case is responsible for the clinical assessment and care from the point of the consultation. 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.
8.2 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.
8.3 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).
8.4 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.
8.5 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 9: Indemnification
9.1 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 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.
9.2 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.
9.3 Survival. This Article survives the termination of this Policy.
Article 10: Enforcement and Appeals
10.1 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.
10.2 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.
10.3 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.
10.4 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 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.
10.5 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.
10.6 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 11: Term and Termination
11.1 Term. This Policy takes effect when the Veterinarian is accepted to receive escalated cases, or when the Company first operates the escalation service for a Client, and continues until terminated under this Article.
11.2 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.
11.3 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.
11.4 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.
11.5 Survival. The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 12: Dispute Resolution
12.1 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 13: General Provisions
13.1 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 use of the Platform after the effective date of an amendment is acceptance of it. A party that does not accept an amendment may terminate under Article 11 before the amendment takes effect.
13.2 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.
13.3 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.
13.4 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.
13.5 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.
13.6 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.
13.7 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.
13.8 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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