Effective Date: 10th April 2026
Last Updated: 10th April 2026
These Terms and Conditions (“Terms”) govern access to and use of the website www.vetcareservices.in (“Website”), and all appointments, consultations, communications, home visits, clinical services, procedures, treatments, products, medicines, grooming services, forms, content, and related interactions provided by Dr. Chandan Sawane, carrying on business under the name and style of Dr. Chandan’s Pet Clinic and Pet Shop, having its principal place of business at Unit No. 21 & 22, Silver Crest Premises Co- Op. Society LTD, Gat No. 631, 632 & 636, Pune Nagar Road, Wagholi, Pune- 412207 (“Clinic”, “we”, “us”, or “our”).
These Terms constitute an electronic record and may be accepted electronically, digitally, verbally, by conduct, by communication, by booking, by treatment, or by payment, to the fullest extent permitted by applicable law.
By accessing the Website, contacting us, booking or requesting any service, presenting an animal for care, purchasing any product or medicine, making any payment, entering the Clinic premises, or otherwise using our website or services, you agree to be bound by these Terms. If you do not agree, do not use the Website or our services.
1. Definitions
For the purposes of these Terms:
“User”, “Client”, “Owner”, or “Pet Owner” means any person who accesses the Website, contacts the Clinic, books or requests services, purchases products or medicines, presents an animal for care, or otherwise interacts with the Clinic in relation to its services.
“Animal”, “Pet”, or “Patient” means the animal in respect of which services, products, medicines, consultation, handling, grooming, transport, or advice are sought or provided.
“Personnel” includes veterinarians, visiting consultants, drivers, handlers, helpers, assistants, support staff, groomers, trainees, interns, volunteers, attendants, temporary workers, contractual workers, administrative personnel, and third-party service providers who may be engaged by or interact with the Clinic.
“Products” includes medicines, supplements, feeds, pet foods, devices, grooming products, consumables, accessories, and any other goods dispensed, recommended, displayed, or sold by the Clinic.
2. Eligibility and authority
You may use the Website and our services only if you are at least 18 years old and legally competent to enter into a binding arrangement under applicable law.
By using our services, you represent and warrant that:
(a) you are the lawful owner, keeper, rescuer, custodian, or authorized representative of the animal concerned;
(b) you are legally authorized to seek examination, treatment, procedures, handling, transport, home visit, product sale, grooming, or veterinary advice for that animal; and
(c) all information provided by you is true, current, complete, and accurate.
3. Acceptance of Terms by conduct and implied consent
By any of the following actions, you shall be deemed to have read, understood, accepted, and agreed to these Terms and to have provided valid informed consent, to the fullest extent permitted by law:
(a) requesting, scheduling, or booking an appointment, consultation, home visit, grooming session, procedure, follow-up, or service;
(b) bringing, presenting, or making available an animal for examination, handling, transport, grooming, treatment, procedure, or advice;
(c) communicating with the Clinic through phone, WhatsApp, Website, email, social media, form, message, or any other mode for availing services or products;
(d) permitting, approving, or allowing examination, handling, restraint, treatment, grooming, procedure, investigation, photography, videography, or administration of medicines to be performed;
(e) purchasing, accepting, or receiving any product, medicine, service, or recommendation from the Clinic;
(f) making any payment, advance, deposit, part-payment, or settlement toward services or products; or
(g) continuing to engage with or avail services after being informed of risks, costs, limitations, recommendations, or policies.
Such conduct shall constitute valid and binding acceptance of these Terms, all risk disclosures, all consent provisions, all owner responsibility provisions, all limitation-of-liability provisions, and all payment, privacy, CCTV, publication, and communication-related clauses stated herein.
No separate physical signature shall be required where such conduct exists, although the Clinic may additionally obtain written, digital, audio, video, verbal, recorded, form-based, or message-based consent wherever it considers appropriate.
4. Nature of services
The Clinic may provide veterinary and related animal care services, including but not limited to:
- in-clinic consultations,
- home visits,
- examinations,
- treatment recommendations,
- procedures,
- dispensing or sale of permitted products and medicines,
- grooming services,
- follow-up advice,
- case documentation,
- preventive or supportive care,
- and such other services as we may choose to offer from time to time.
All services are subject to clinical suitability, operational feasibility, patient condition, patient behaviour, staffing, safety, logistics, equipment availability, legal compliance, and professional judgment.
Nothing on the Website, in any communication, or during any interaction shall be construed as a guarantee that any specific service, response time, attendance, treatment, medicine, product, grooming slot, or outcome will be available.
5. No guarantee of diagnosis, cure, improvement, or survival
Veterinary medicine is inherently uncertain. Every animal may respond differently to consultation, diagnosis, advice, handling, restraint, travel, grooming, treatment, medication, sedation, anaesthesia, procedures, follow-up, or aftercare.
Accordingly:
(a) no assurance, warranty, or guarantee is given regarding diagnosis, prognosis, treatment response, cure, improvement, recurrence prevention, recovery, quality of life, or survival;
(b) any opinion, estimate, or expected outcome communicated by us is only a good-faith professional assessment based on the information available at that time; and
(c) deterioration, complication, treatment failure, relapse, disability, suffering, and death may occur despite timely or appropriate care.
Adverse outcome, including mortality, shall not by itself imply negligence, deficiency, misconduct, or legal liability.
6. No emergency guarantee / no guaranteed attendance / no guaranteed completion
Unless we have expressly agreed otherwise in writing, the Website and our routine services are not an emergency response system.
We do not guarantee:
- immediate response,
- availability at all times,
- emergency handling,
- ability to attend every case,
- fixed arrival time,
- uninterrupted service,
- or ability to complete every requested service.
We may be unable to attend, delayed in attending, unable to reach the location, unable to begin, or unable to complete a visit or service due to any reason including but not limited to workload, emergency prioritization, traffic, weather, distance, road conditions, fuel or transport issues, inaccurate address, client non-availability, communication failure, network failure, safety concerns, lack of access, staff shortage, patient aggression, lack of equipment, or any operational or external factor.
You are solely responsible for promptly seeking emergency or alternative veterinary care wherever clinically required.
The Clinic shall not be liable for delay, inability to attend, inability to complete service, inability to reach the patient, reliance on non-emergency channels, or any resulting deterioration, suffering, hospitalization need, treatment failure, or death.
7. Professional discretion and right to refuse, stop, postpone, modify, or refer
The Clinic reserves the absolute right, in its professional and operational discretion, to refuse, limit, postpone, stop, discontinue, modify, reschedule, convert, or refer any appointment, consultation, visit, treatment, procedure, grooming service, prescription, product sale, or interaction where:
(a) the case is unsafe, unstable, clinically unsuitable, beyond scope, or inappropriate for the requested setting;
(b) the animal is highly aggressive, unmanageable, inaccessible, or unfit for the requested service;
(c) the premises, environment, or surrounding circumstances are unsafe, unhygienic, unlawful, inaccessible, poorly lit, or otherwise unsuitable;
(d) proper assistance, restraint, monitoring, diagnostics, consent, referral, payment compliance, or safety measures are unavailable;
(e) information supplied by you is incomplete, false, misleading, or withheld;
(f) continuing may expose the patient, the Clinic, our staff, or third parties to unreasonable risk; or
(g) any other circumstance makes continuation unsafe, impractical, or professionally inadvisable.
Such refusal, limitation, stoppage, postponement, or referral shall not by itself amount to negligence, deficiency in service, or breach.
8. Owner / client responsibilities
You agree and undertake that you will:
(a) provide complete, truthful, and timely history, including symptoms, prior treatment, medication history, allergies, bite history, vaccination status, reproductive status, chronic disease, grooming history, skin disease history, and any material risk;
(b) immediately disclose any worsening, collapse, bleeding, seizures, respiratory distress, poisoning, trauma, or other urgent change;
(c) follow all instructions regarding medication, dose, timing, duration, fasting, wound care, rechecks, diagnostics, referral, transport, isolation, grooming aftercare, and other aftercare;
(d) provide a safe, lawful, and reasonably workable environment for service delivery;
(e) arrange competent assistance for restraint, lifting, transport, monitoring, and handling where required;
(f) seek emergency care, hospitalization, or referral where advised; and
(g) make timely payment.
The owner or authorized handler remains primarily responsible for restraining, controlling, and assisting in the handling of the animal unless the Clinic expressly agrees to provide separate handling assistance.
The Clinic shall not be liable for any consequence arising wholly or partly from incomplete history, false information, hidden prior treatment, concealed risks, refusal of referral, refusal of diagnostics, delayed presentation, inadequate restraint, unsafe handling, failure to provide necessary assistance, or non-compliance.
9. Consent to examination, handling, treatment, grooming, and procedures
By presenting an animal to us, you authorize reasonable examination, handling, restraint, grooming, treatment, and such clinically appropriate or operationally necessary steps as may be reasonably required in the circumstances.
Where additional consent is considered necessary for invasive procedures, sedation, anaesthesia, high-risk treatment, grooming of aggressive animals, hospitalization, euthanasia where lawful, imaging, referral, or any major intervention, the Clinic may obtain separate written, digital, verbal, message-based, or recorded consent.
If immediate action is reasonably necessary to prevent serious deterioration, severe suffering, or imminent death, and it is not practicable to obtain fresh instructions in time, you authorize the Clinic to exercise reasonable professional judgment in the patient’s best interests, subject to applicable law.
10. High-risk treatment acknowledgment
You acknowledge that certain cases and treatments are inherently high-risk, including but not limited to critical illness, severe infection, poisoning, trauma, neonates, geriatrics, pregnancy-related conditions, respiratory compromise, cardiac compromise, organ disease, debilitated animals, aggressive animals, and cases with incomplete or unknown history.
You expressly agree that:
(a) such patients may deteriorate unexpectedly before, during, or after consultation, transport, restraint, grooming, medication, sedation, anaesthesia, procedure, or follow-up;
(b) treatment may fail despite appropriate effort and judgment;
(c) suffering, permanent injury, relapse, and death may occur; and
(d) adverse outcome alone shall not create any presumption of negligence or liability.
11. Sedation / anaesthesia specific protection
You acknowledge that sedation, tranquilization, chemical restraint, anaesthesia, pain-control drugs, supportive drugs, and related procedures carry known and unknown risks, including but not limited to paradoxical reaction, vomiting, aspiration, allergic reaction, respiratory depression, apnoea, cardiovascular collapse, neurological events, organ complications, prolonged recovery, injury during recovery, treatment failure, worsening of existing disease, and death.
By consenting to sedation or anaesthesia, you agree that:
(a) no sedation or anaesthesia is risk-free;
(b) complication or death may occur even with reasonable care and correct judgment;
(c) hidden disease, incomplete history, stress, breed predisposition, age, obesity, dehydration, airway disease, organ disease, recent feeding, prior medication, or refusal of recommended testing or monitoring may increase risk; and
(d) the Clinic shall not be liable for adverse events or mortality arising from inherent clinical risk, incomplete or incorrect history, refusal of pre-anaesthetic tests, refusal of hospitalization, refusal of monitoring, or factors beyond reasonable control.
12. Home visit terms
Home visits are subject to feasibility, local conditions, travel, staff availability, safety, and clinical appropriateness.
For each home visit:
(a) the address, landmark, access details, and contact number must be correct and functional;
(b) the booking person or authorized adult must remain available and present unless we expressly agree otherwise;
(c) the animal must be reasonably accessible and safely examinable;
(d) you must provide adequate assistance for restraint, lifting, positioning, transport, and handling unless we expressly agree otherwise; and
(e) if the patient is too aggressive, inaccessible, absent, or the environment is unsafe or unsuitable, the visit may be curtailed, converted, refused, or discontinued.
Visit, consultation, travel, attendance, handling, or waiting charges may still apply whether or not the intended service is fully completed.
The Clinic does not guarantee that every treatment or procedure can be safely or effectively performed at home.
13. Follow-up non-compliance liability shift
You understand that many conditions require repeat evaluation, repeated dosing, investigations, dressings, referral, hospitalization, monitoring, or continued treatment over time.
Unless expressly included otherwise in writing:
(a) each recheck, revisit, repeat dressing, refill, report review, certificate, or additional service may be separately chargeable;
(b) follow-up remains your responsibility unless specifically scheduled by us; and
(c) you must promptly seek re-evaluation if the patient fails to improve, worsens, develops new symptoms, vomits medicines, misses medicines, stops eating, becomes weak, develops breathing difficulty, grooming-related irritation, or shows any alarming sign.
If you fail to obtain advised follow-up, fail to perform advised tests, stop treatment prematurely, do not report worsening, or otherwise do not comply with the advised schedule, you agree that the Clinic shall not be liable for any resulting complication, deterioration, prolonged illness, disability, or death.
14. Prescription misuse protection
Any prescription, dosage advice, treatment note, refill guidance, verbal advice, written advice, message-based advice, or WhatsApp instruction is issued only for the specific animal, facts, date, and condition assessed by us at that time.
You agree that:
(a) prescriptions and medicine instructions must not be reused, repeated, copied, forwarded, shared, extrapolated, or used for another animal or a future episode without fresh veterinary review, unless we expressly direct otherwise;
(b) medicines must not be self-adjusted, substituted, combined, extended, stopped, restarted, overdosed, underdosed, or used beyond the instructed context;
(c) any use outside the specific advised context is entirely at your own risk; and
(d) the Clinic shall not be liable for any harm, toxicity, inefficacy, resistance, complication, delayed diagnosis, treatment failure, or death resulting from misuse, unauthorized repetition, unauthorized substitution, sharing, stockpiling, expired use, or self-directed administration.
The Clinic may refuse refills, repeat sale, or repeat advice where fresh examination is considered necessary.
15. Products / medicines – no performance guarantee
All Products dispensed, recommended, advertised, displayed, or sold by the Clinic are provided based on clinical judgment, availability, supplier information, and information available at the relevant time.
You expressly acknowledge and agree that:
(a) no Product is guaranteed to produce any specific result, cure, improvement, response, tolerance, or outcome;
(b) all Products carry risk of partial response, non-response, side effects, intolerance, allergy, adverse reaction, or treatment failure;
(c) effectiveness depends on many factors including species, breed, age, diagnosis, stage of disease, co-morbidities, immune response, compliance, storage, diet, environment, and unknown biological factors;
(d) you are solely responsible for correct administration, correct timing, correct dosage, correct duration, proper storage, and expiry compliance; and
(e) the Clinic shall not be liable for lack of efficacy, delayed efficacy, adverse reaction, treatment failure, or harm arising from inherent product risk, disease progression, misuse, incorrect administration, improper storage, missed doses, overdose, underdose, expiry, or non-compliance.
Where any Product is manufactured or supplied by a third party, the Clinic does not manufacture that Product and shall not be liable for defects, contamination, recall, batch issues, courier damage, or external supply chain failure except to the extent liability cannot lawfully be excluded.
16. Grooming services
Where grooming services are offered by the Clinic:
(a) grooming is subject to staff availability, patient behaviour, safety, skin condition, coat condition, and operational feasibility;
(b) no guarantee is given regarding cosmetic outcome, styling outcome, coat finish, tolerance, or suitability of any requested style;
(c) you must disclose any bite history, aggression, skin disease, wounds, allergies, parasites, sedation history, medical issues, or special handling needs before grooming begins;
(d) aggressive or unsafe animals may be refused, rescheduled, limited, muzzled where appropriate, or discontinued for safety reasons;
(e) where sedation is considered necessary, it shall be subject to separate veterinary judgment and applicable consent;
(f) grooming may involve risk of stress, skin irritation, nicking, clipping intolerance, behavioural reaction, aggravation of pre-existing skin or coat conditions, and other adverse outcomes; and
(g) charges may still apply where grooming is interrupted, discontinued, shortened, or modified due to aggression, unsafe handling, concealed medical condition, infestation, or other risk factors.
The Clinic shall not be liable for adverse outcomes arising from hidden or undisclosed conditions, aggression, handling difficulties, non-compliance, or biological or behavioural unpredictability.
17. Fees and payment terms
Accessing the Website is free unless otherwise stated. Fees apply to consultations, visits, procedures, diagnostics coordination, grooming, handling, transport, products, medicines, and other services as communicated by the Clinic from time to time.
All fees are payable in Indian Rupees unless otherwise stated.
You agree that:
(a) consultation, visit, travel, procedure, medicine, product, consumable, grooming, report, waiting time, repeat attendance, support staff, and complexity-based charges may apply;
(b) any estimate is only indicative unless expressly stated as fixed;
(c) additional charges may arise due to patient behaviour, complexity, prolonged attendance, repeat attempts, extra time, consumables, or additional medicines; and
(d) payment is due irrespective of outcome.
Fees are not outcome-based. Payment is not contingent on cure, success, improvement, response, survival, grooming result, or product performance.
18. Refunds / non-refundability
Except to the extent required by applicable law:
(a) professional fees for consultation, attendance, travel, examination, opinion, time spent, and services already rendered are non-refundable;
(b) visit, travel, attendance, grooming, handling, and consultation charges may remain payable even if treatment or grooming cannot be completed because the animal is aggressive, inaccessible, absent, clinically unsuitable, behaviourally unsuitable, or because the client declines continuation after attendance;
(c) opened medicines, used consumables, and items unsuitable for hygienic return are non-returnable; and
(d) any discretionary refund, if granted, shall not amount to admission of fault or liability.
19. Product display, availability, pricing, and system error
The Clinic endeavours to display Products, prices, descriptions, images, availability, packaging, and related content as accurately as reasonably possible. However, Product images, packaging, colour, size appearance, availability, pricing, offers, or descriptions may vary due to screen settings, supplier changes, stock updates, typographical error, technical error, or system error.
The Clinic reserves the right to correct any such error, update information, cancel or modify offers, and refuse or adjust an order where information was materially inaccurate.
20. Staff, personnel, volunteers, and independent conduct protection
The Clinic may engage or interact with various Personnel.
You acknowledge and agree that:
(a) such Personnel may be employees, independent professionals, consultants, contractual workers, temporary workers, trainees, interns, volunteers, or third-party associates, and may not always act as employees or agents of the Clinic in the strictest legal sense;
(b) the Clinic is responsible only for acts performed within the defined scope of assigned duties, under reasonable supervision, and in accordance with Clinic instructions and lawful authority;
(c) the Clinic shall not be liable for any unauthorized, reckless, negligent, illegal, fraudulent, criminal, abusive, intentional, or independent act committed outside assigned duties, outside authority, contrary to Clinic policy, or without required instruction or supervision;
(d) any advice, action, promise, commitment, handling, transport step, treatment representation, grooming representation, or instruction given by any person without proper authority from the Clinic shall not bind the Clinic;
(e) you must not rely on any advice or assurance from any individual unless clearly authorized by the Clinic or by the treating veterinarian;
(f) where any interaction occurs outside the Clinic’s controlled clinical setting, including during transport, home visits, waiting areas, external locations, field situations, or informal interactions, there may be added risks beyond the Clinic’s direct control; and
(g) the Clinic shall not be liable for theft, assault, fraud, unauthorized treatment, misconduct, personal disputes, or criminal acts by any Personnel to the extent such act falls outside reasonable supervision, authorized duties, or lawful control.
Nothing in this clause excludes liability to the extent it cannot lawfully be excluded, but liability shall be limited to the fullest extent permitted by law.
21. Receptionist / accountant / billing / financial fraud protection
The Clinic may engage administrative Personnel including receptionists, accountants, billing staff, cash handlers, assistants, clerical staff, and customer-facing support personnel.
You acknowledge and agree that:
(a) payments are valid only when made through officially communicated and verifiable channels approved by the Clinic, which may include an officially designated bank account, officially designated UPI ID, officially generated payment link, or officially receipted in-person collection;
(b) any payment made to any personal account, unverified QR code, unofficial number, unofficial UPI ID, unofficial wallet, or any individual without proper authorization is entirely at your own risk;
(c) you are solely responsible for verifying the authenticity of the person collecting payment, the correctness of payment details, and obtaining a proper official receipt where applicable;
(d) the Clinic shall not be liable for payments made without receipt, payments made to personal accounts, payments made on the basis of informal verbal assurances, or any loss arising from fraudulent collection by any individual falsely representing the Clinic or acting outside authority;
(e) the Clinic shall not be bound by any unauthorized discount, waiver, package, credit term, refund promise, or billing assurance given by any administrative Personnel unless reflected in an official bill, official receipt, or official communication from the Clinic;
(f) fraudulent or unauthorized acts including fake receipts, altered invoices, false billing commitments, embezzlement, misappropriation, diversion of funds, or unauthorized financial activity by any administrative Personnel shall not bind the Clinic where such acts are outside assigned duties or in violation of Clinic policy; and
(g) you agree to immediately report any suspected fraud, discrepancy, fake payment demand, fake receipt, or unauthorized collection.
To the fullest extent permitted by law, any liability of the Clinic in relation to financial transactions shall be limited to the amount actually received by the Clinic through authorized channels.
22. Associated veterinarians, consultants, and referrals
The Clinic may provide services directly, through employed veterinarians, through associated or visiting veterinarians, through consultants, or by referral to third-party professionals or facilities.
You acknowledge and agree that:
(a) any outside professional, outside clinic, laboratory, imaging centre, grooming provider, transporter, or other third-party provider remains independently responsible for the services rendered by them;
(b) the Clinic may recommend, coordinate, or refer cases to such providers where considered appropriate;
(c) the Clinic may receive lawful professional, referral, coordination, facility-related, or service-related consideration where permissible; and
(d) the Clinic shall not be liable for independent acts, omissions, treatment decisions, negligence, pricing, behaviour, or misconduct of outside providers beyond our reasonable control.
23. Refusal of recommended care
If the Clinic recommends hospitalization, referral, testing, imaging, monitoring, oxygen support, repeat examination, surgery, grooming deferral, or other escalation, and you refuse, delay, or discontinue that recommendation, you expressly accept all associated risk.
The Clinic shall not be liable for deterioration, progression, suffering, complication, or death resulting wholly or partly from refusal, delay, or discontinuation of recommended care.
24. Communications and promotional messages
By contacting us through phone, WhatsApp, SMS, Website forms, email, social media, or any other channel, you consent to communications from us relating to appointments, follow-up, updates, estimates, prescriptions, products, payment, instructions, reminders, and grievance handling.
Where you provide contact details, you also consent, where permitted by applicable law, to receiving promotional, informational, reminder, educational, or marketing communications from the Clinic relating to services, products, offers, vaccination reminders, wellness reminders, grooming services, and other Clinic-related updates through phone, SMS, WhatsApp, email, or similar channels. You may request to opt out of non-essential promotional communications by notifying the Clinic.
You are responsible for ensuring that your contact details are accurate and accessible. The Clinic shall not be liable for missed messages, wrong numbers, network issues, spam filtering, delivery failures, account restrictions, or your delay in reading or responding.
25. CCTV surveillance, audio monitoring, and Clinic-controlled recordings
The Clinic premises may be under continuous CCTV surveillance and, where installed and lawfully used by the Clinic, may also include audio monitoring or audio recording for operational, safety, evidentiary, security, training, supervision, quality-control, dispute-resolution, legal-defence, fraud-prevention, and compliance purposes.
By entering, remaining in, visiting, transacting with, or receiving services at the Clinic premises, you acknowledge and consent to such CCTV recording and, where applicable, audio capture by Clinic-installed systems.
All CCTV footage, audio recordings, surveillance files, and related data generated by Clinic-controlled systems shall remain the exclusive property and record of the Clinic.
The Clinic shall have the right, to the fullest extent permitted by law, to access, review, preserve, store, copy, analyse, and use such footage or audio, and to rely upon and produce such material in any complaint, inquiry, mediation, police matter, insurance matter, regulatory process, arbitration, litigation, or other dispute. The Clinic may disclose or share such material with law enforcement authorities, courts, advocates, insurers, accountants, auditors, investigators, regulatory bodies, consultants, or other persons where the Clinic reasonably considers such disclosure necessary for lawful purposes, safety, legal defence, fraud prevention, claim handling, or compliance.
The Clinic shall have no obligation to provide copies of CCTV footage, audio recordings, or surveillance data to any person except where required by law or where the Clinic chooses to do so in its discretion.
You acknowledge that, except in legally protected private areas where surveillance is not permitted, no absolute expectation of privacy exists in monitored portions of the Clinic.
26. Restriction on client photography, videography, and audio recording
No person shall photograph, video record, audio record, livestream, screen-record, or otherwise capture the Clinic premises, Personnel, equipment, records, procedures, discussions, billing interactions, consultations, waiting areas, treatment areas, or any other part of the Clinic environment without the Clinic’s prior explicit permission.
This restriction applies whether the recording is open, hidden, partial, selective, edited, continuous, or intermittent.
Any unauthorized recording, filming, photography, or audio capture may result in immediate refusal, suspension, limitation, or discontinuation of service, removal from the premises where lawful, and such other action as the Clinic may consider necessary for protection of privacy, safety, operations, records, and legal rights.
The Clinic shall not be liable for any dispute, claim, misuse, editing, selective publication, misinterpretation, reputational harm, or other consequence arising from unauthorized recordings created by clients, attendants, visitors, or third parties.
In the event of any dispute, the Clinic’s official records, including CCTV footage, audio recordings generated by Clinic-controlled systems, written records, bills, prescriptions, forms, and documented medical notes, shall constitute the primary and authoritative record of events, subject to applicable law.
27. Scientific, academic, educational, and professional use of clinical data
You expressly acknowledge and agree that clinical data, case details, records, history, examination findings, diagnostic findings, treatment details, procedural details, grooming-related observations, outcomes, photographs, videos, imaging, laboratory data, and related materials generated in the course of care (“Clinical Data”) may be used by the Clinic for legitimate scientific, academic, educational, training, research, conference, case-report, thesis, publication, presentation, and professional-discussion purposes.
You agree that:
(a) no separate permission or fresh consent shall be required each time such Clinical Data is used for scientific, academic, educational, or professional purposes;
(b) the Clinic may analyse, document, discuss, present, teach from, and publish such Clinical Data in journals, case reports, conferences, lectures, seminars, teaching materials, and professional forums;
(c) the Clinic will make reasonable efforts to avoid direct disclosure of your name, address, phone number, email address, and other directly identifying owner information unless disclosure is required by law or expressly authorized by you;
(d) you acknowledge and accept that in rare or unusual cases there may remain some residual risk of indirect identification despite anonymization or de-identification efforts;
(e) you waive any claim to ownership, compensation, royalties, approval rights, authorship rights, or other benefit arising from such use; and
(f) this permission shall survive completion of treatment, discharge, termination of services, and cessation of your relationship with the Clinic.
28. Photo, video, diagnostic image, and media usage
Without prejudice to the Clinic’s CCTV rights and scientific-publication rights, you agree that the Clinic may create, retain, review, and use photographs, videos, procedural visuals, diagnostic images, treatment visuals, grooming visuals, and other media relating to the animal or the case for lawful clinical, evidentiary, scientific, academic, educational, training, internal-review, quality-control, medico-legal, and professional purposes.
The Clinic may use such material without obtaining separate additional permission each time, provided that reasonable efforts are made to avoid unnecessary disclosure of your directly identifying personal details unless such disclosure is required by law, necessary for legal defence, or expressly authorized by you.
You waive any claim for compensation, royalty, or approval right in relation to such lawful use.
29. Testimonials, reviews, feedback, and reputation protection
If you voluntarily provide reviews, testimonials, star ratings, feedback, comments, appreciation messages, written statements, photographs, or other user-generated expressions to the Clinic, whether privately or publicly, you grant the Clinic a non-exclusive, perpetual, royalty-free right to reproduce, quote, display, publish, repost, archive, adapt for clarity without changing substance, and use the same for lawful marketing, informational, educational, reputational, internal, or awareness purposes.
However, you agree that you shall not:
(a) make or publish any false, misleading, fabricated, exaggerated, malicious, selectively edited, or unverified statement about the Clinic, its veterinarians, staff, facilities, services, systems, products, or conduct;
(b) distort facts, omit material context, or attribute statements, promises, conduct, negligence, or events that did not occur;
(c) engage in harassment, intimidation, abuse, blackmail, extortion, coordinated review attacks, coercive refund demands, or threats of reputational harm in exchange for money, services, waiver, or advantage;
(d) publish or circulate misleading audio, video, screenshots, edited conversations, partial records, or out-of-context material intended or likely to create a false narrative; or
(e) make public allegations before first giving the Clinic a reasonable opportunity to review and respond to the grievance, except where immediate reporting to lawful authorities is necessary.
The Clinic respects your right to give fair, honest, factual feedback and to make genuine complaints to lawful authorities. Nothing in these Terms restricts genuine, good-faith complaints or truthful statements.
In the event of false, defamatory, malicious, or misleading statements, the Clinic reserves the right to respond publicly or privately with factual clarification, to rely upon and disclose relevant records to the extent lawfully necessary to defend itself, and to pursue appropriate civil, criminal, injunctive, compensatory, or other legal remedies.
You acknowledge that false allegations, malicious statements, and defamatory conduct may expose you to legal liability.
30. Privacy and personal data
The Clinic will collect, store, and use only such personal and pet-related data as is reasonably necessary for appointment handling, clinical records, service delivery, billing, payment verification, legal compliance, internal administration, fraud prevention, safety, communication, marketing where permitted, scientific or academic use as described in these Terms, and defence of claims.
This may include, where applicable:
- your name,
- phone number,
- email address,
- address,
- pet identity details,
- medical history,
- prescriptions,
- treatment records,
- billing and payment records,
- communication records,
- feedback or reviews,
- photographs, videos, diagnostic media,
- CCTV or audio data generated by Clinic-controlled systems,
- and Website/device/log data reasonably generated through Website use.
Unless required by law, necessary to protect life or safety, necessary for legal proceedings, legal defence, insurance handling, fraud prevention, claim handling, or debt recovery, or expressly authorized by you, the Clinic does not voluntarily sell, rent, or share your personal data with third parties.
The Clinic may use reasonably anonymized or de-identified case-related information for scientific, academic, educational, research, training, publication, and professional purposes as stated in these Terms.
31. Website and digital systems disclaimer
The Website and its non-clinical content are provided on an “as is” and “as available” basis. While the Clinic endeavours to keep information reasonably accurate and updated, it does not warrant that all Website content will always be complete, current, uninterrupted, error-free, or suitable for every purpose.
General informational content on the Website does not substitute individualized veterinary examination, diagnosis, treatment, or emergency care.
The Clinic does not warrant that the Website, messages, downloadable files, links, or digital systems will at all times be free from viruses, worms, trojans, malware, ransomware, spyware, malicious code, unauthorized intrusion, or other harmful components, although reasonable precautions may be used.
While reasonable safeguards may be adopted, no Website, network, digital communication system, or stored data system is completely secure or immune from unauthorized access, disruption, or misuse.
32. Third-party links and services
The Website may contain links to maps, payment gateways, laboratories, pharmacies, social-media pages, or other third-party resources for convenience only. The Clinic does not control and is not responsible for the content, availability, accuracy, policies, conduct, pricing, service quality, or data practices of any third-party site or service.
33. Website misuse and prohibited conduct
You shall not:
(a) provide false, misleading, fabricated, or incomplete information to the Clinic;
(b) impersonate the Clinic or any of its Personnel;
(c) misuse prescriptions, reports, bills, invoices, certificates, credentials, or communications of the Clinic;
(d) harass, threaten, abuse, intimidate, blackmail, extort, or defame the Clinic or its Personnel;
(e) make unauthorized recordings in violation of these Terms;
(f) attempt to interfere with, overload, disrupt, damage, infiltrate, disable, or unlawfully access the Website, Clinic systems, communications, records, CCTV systems, payment systems, or digital infrastructure;
(g) scrape, copy, crawl, deep-link, frame, automate access to, reverse engineer, or otherwise misuse the Website, its content, forms, systems, booking process, or records without prior written permission;
(h) upload, transmit, or introduce any virus, worm, trojan, malware, ransomware, spyware, malicious code, or harmful software into any Clinic system; or
(i) use the Website or the Clinic’s identity, content, or records for unlawful, fraudulent, abusive, or competing purposes.
The Clinic reserves the right to restrict access, refuse service, suspend interactions, preserve evidence, and take appropriate legal action against any person who repeatedly misuses the Website, violates these Terms, infringes intellectual property, makes false allegations, harasses staff, engages in fraud, or otherwise acts unlawfully or abusively.
34. Intellectual property and limited Website license
All Website content and Clinic-created materials, including the Clinic name, logo, branding, prescription format, educational content, forms, text, graphics, images, videos, layouts, and downloadable material, belong to the Clinic or are lawfully licensed to the Clinic.
You are granted only a limited, revocable, non-exclusive, non-transferable right to view the Website for personal, lawful, non-commercial use.
You shall not, without prior written permission of the Clinic, reproduce, copy, republish, frame, scrape, extract, archive, distribute, modify, commercially exploit, resell, or create derivative works from any part of the Website or Clinic-created content except ordinary browser caching or such minimal use as is strictly necessary for personal reference.
The Clinic may display the name, qualifications, registrations, roles, profile details, photographs, experience summaries, or credentials of its veterinarians, consultants, staff, trainees, groomers, or associated professionals for operational, informational, academic, or promotional purposes, subject to internal authorization and applicable law.
35. Promo codes and offers
Where the Clinic offers promo codes, discounts, packages, or promotional schemes:
(a) such offers may be changed, withdrawn, corrected, suspended, or cancelled at any time;
(b) a promo code or offer applies only to eligible services or products as specified by the Clinic;
(c) offers are not redeemable for cash unless expressly stated;
(d) offers may not be combined unless expressly stated;
(e) misuse, fraud, manipulation, duplicate use, or violation of offer conditions shall render the offer invalid; and
(f) where a refund is otherwise granted, it may be adjusted to reflect the actual discounted amount paid.
36. Indemnity
You agree to indemnify and keep the Clinic indemnified, to the fullest extent permitted by law, against claims, complaints, actions, proceedings, losses, costs, liabilities, damages, and reasonable legal expenses arising out of or relating to:
(a) false, incomplete, misleading, or concealed information provided by you;
(b) non-compliance with treatment, follow-up, handling, grooming, payment, or safety instructions;
(c) prescription misuse, medicine misuse, or unauthorized product use;
(d) unsafe premises, unsafe environment, or inadequate control of the animal;
(e) bites, attacks, contamination, injury, property damage, or disruption caused by the animal or by you;
(f) fraud, fake payment disputes, abusive chargebacks, or financial misrepresentation by you;
(g) unauthorized recordings, defamatory conduct, false allegations, or misuse of Clinic records; or
(h) your breach of these Terms or any applicable law.
37. Limitation of liability
To the fullest extent permitted by law, and except where liability cannot lawfully be excluded or limited, the total aggregate liability of the Clinic arising out of or relating to the Website, any appointment, consultation, home visit, grooming service, treatment, product sale, communication, delay, inability to attend, inability to complete service, or any other interaction shall be limited to the amount actually paid by you to the Clinic for the specific service or Product directly giving rise to the claim.
To the fullest extent permitted by law, the Clinic shall not be liable for any indirect, incidental, consequential, exemplary, special, or reputational loss, emotional distress claim, or business loss, nor for adverse outcomes caused by disease progression, hidden illness, incomplete history, biological variability, owner refusal, owner non-compliance, staff shortage, transport issues, third-party failures, force majeure, or other factors beyond reasonable control.
Nothing in these Terms excludes liability for fraud, wilful misconduct, or any liability that cannot be excluded under applicable law.
38. Force majeure
The Clinic shall not be liable for delay, interruption, inability to attend, inability to supply, communication failure, or inability to perform caused by events beyond reasonable control, including natural disaster, epidemic, pandemic, riot, strike, curfew, transport failure, fuel shortage, road blockage, weather disruption, electricity failure, internet failure, platform outage, government order, staff illness, civil disturbance, or supply interruption.
39. Grievances and dispute opportunity
If you have any grievance, complaint, or issue, you should first provide the Clinic a reasonable opportunity to review and respond before avoidable public escalation, except where immediate complaint to lawful authorities is necessary.
For grievances, contact:
Clinic: Dr. Chandan’s Pet Clinic and Pet Shop
Contact Person / Designation: Dr. Chandan Sawane- Proprietor
Phone: +917350739809
Email: vetcareservices24@gmail.com
Address: Unit No. 21 & 22, Silver Crest Premises Co- Op. Society LTD, Gat No. 631, 632 & 636, Pune Nagar Road, Wagholi, Pune- 412207
40. Governing law and jurisdiction
These Terms shall be governed by and construed in accordance with the laws of India.
Subject to applicable law, the courts at Pune, Maharashtra shall have exclusive jurisdiction over disputes arising out of or relating to the Website, the Clinic, the services, the Products, or these Terms.
41. Changes to Terms
The Clinic may revise, amend, update, or replace these Terms from time to time. Revised Terms shall become effective when posted on the Website or otherwise communicated by the Clinic, unless a later effective date is expressly stated.
Continued use of the Website, continued availing of services, continued engagement with the Clinic, continued treatment, continued purchases, or continued payments after such revision shall constitute acceptance of the revised Terms.
42. Severability
If any provision of these Terms is held to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force to the fullest extent permitted by law.
43. Entire understanding
These Terms, together with any consent forms, invoices, bills, prescriptions, reports, estimates, messages, or service-specific instructions issued by the Clinic from time to time, constitute the governing terms between you and the Clinic in relation to the Website, the services, the Products, and related interactions, to the extent applicable.