Terms of Service

• Service Provider: Dial A Vet PTY LTD
• Address: Surry Hills, NSW 2010, Australia
• Contact: support@dialavet.com.au

Dial A Vet provides a global online platform for pet owners. Depending on the product you use, that may include AI chat for general pet-care information, and online veterinary consultation services connecting you with licensed veterinarians via video, messaging, or similar channels. Availability of human veterinary consultations may vary by location and product.

• AI chat for general pet-care information (not professional veterinary advice)
• General pet health guidance and answers to questions
• Advice on whether your pet may need an in‑person veterinary visit
• Second opinions on existing veterinary advice
• Pet behaviour and wellness suggestions
• Nutritional guidance
• Preventive care recommendations
• General advice on managing chronic conditions (not treatment)

• Provide accurate and complete information about your pet’s condition
• Follow up with an in‑person veterinarian when advised
• Seek emergency care when your pet shows signs of a medical emergency
• Understand that our advice is general guidance, not medical treatment
• Not rely solely on our consultations for serious health concerns
• Use the service responsibly and honestly
• Maintain your account security and credentials
• Treat AI chat outputs as general information only and verify important concerns with a licensed veterinarian

Payment. The full consult fee is payable when you book.

Changing or cancelling your consult. You can reschedule or cancel a booked consult at no cost up to 24 hours before your scheduled appointment time, through your account or by emailing support@dialavet.com.au. If you cancel more than 24 hours before, we will refund the consult fee to your original payment method.

Within 24 hours. If you cancel, reschedule or do not attend within 24 hours of your scheduled appointment time, the consult fee is not refundable, except as set out below or where the law requires otherwise.

If we cannot provide your consult. If we cancel your consult, or a vet or vet nurse does not join within 15 minutes of the scheduled time, you can choose a full refund or a free rebooking. If a technical problem on our side stops the consult from going ahead or being completed, you can choose a refund or a free rebooking.

Your consumer rights. Nothing in these Terms excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law or other consumer protection laws that apply to you and cannot be excluded. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If our service has a major failure, you may be entitled to a refund even if you cancel within 24 hours.

UK customers. If you are a consumer in the UK, you have 14 days from booking to cancel. If you ask us to provide your consult within that 14-day period and it goes ahead, you will not get a refund for the consult provided. If you cancel within the 14-day period but within 24 hours of your appointment, the 24-hour rule above applies, to the extent permitted by the Consumer Contracts Regulations 2013.

Refund timing. We process approved refunds within 5 business days. Your bank may take longer to show them.

Acknowledgement. When you book, you confirm that you have read and agree to these Terms, including this section.

Subscriptions. Subscription cancellations and renewals are covered by the Account and Subscription Terms.

• You must be 18 years or older to create an account
• You are responsible for maintaining account security
• Subscriptions auto‑renew unless canceled before the renewal date
• Refunds for consults are covered in the Consult Cancellations, Rescheduling and Refunds section. Refunds for subscriptions are covered below.
• We reserve the right to suspend or terminate accounts for violations of these terms
• You may cancel your subscription at any time through your account settings

We may share consultation information with:

• Insurance Partners: With your consent, we may share consultation records with your pet insurance provider to facilitate claims
• Partner Organisations: Such as Vetzo, Ancestry, Pawssum, Central Animal Records Pty Ltd (car.com.au), RightPaw Pty Ltd, and Maskots Tech S.L., where sharing information is required to provide you with veterinary telehealth services or linked features/services.
• Service Providers: Third‑party platforms that help us deliver our service (payment processors, video platforms, etc.)
• Legal Requirements: When required by law to protect rights and safety

See our Privacy Policy for complete details on data sharing.

• All content on the Dial A Vet platform, including text, graphics, logos, videos, and software, is owned by Dial A Vet PTY LTD and protected by copyright and trademark laws
• You may not copy, reproduce, or distribute our content without permission
• Your consultation records remain your property
• We may use anonymized consultation data for research and improvement

• These terms are governed by the laws of New South Wales, Australia
• Any disputes will be resolved in the courts of New South Wales
• We encourage resolving disputes informally by contacting us first
• We encourage you to contact us promptly if you have a concern so we can try to resolve it informally.

We may update these Terms of Service from time to time. We’ll notify you of significant changes via email or through our platform. Your continued use after changes indicates acceptance of the updated terms.

If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect.