Online Vet Consultation Policy

Online Vet Consultation Policy

Welcome to Zuno Pets. Our vet consultations will be conducted through video calls which are recorded.

By booking an online veterinary consultation through Zuno Pets, you acknowledge that you have read, understood, and voluntarily agreed to the terms mentioned in this policy. Your booking will be considered as your consent to receive veterinary guidance and teleconsultation services.

Online consultations are intended to provide veterinary guidance and support. However, they do not replace physical examination, diagnostic testing, hospitalisation, or emergency veterinary care when required.

1. Nature of Online Consultation

  1. Online consultations are limited by the absence of a physical examination and may therefore have diagnostic limitations.

  2. Veterinary advice is based on the medical history, photographs, videos, reports, and other information shared by the pet parent/caretaker.

  3. The consulting veterinarian may recommend physical examination, laboratory tests, imaging, hospitalisation, referral, or emergency care whenever considered necessary.

2. Risks & Limitations

  1. Teleconsultation may not always be sufficient for accurate diagnosis or treatment.

  2. Delays in communication, poor internet connectivity, unclear images/videos, or incomplete medical history may affect medical assessment and recommendations.

  3. Certain emergency or critical conditions cannot be safely managed online and require immediate in-person veterinary attention.

  4. Treatment response may vary between individual animals.

3. Pet Parent Responsibilities

By booking a consultation, you agree to:

  • Provide complete, accurate, and truthful medical history and information.

  • Share clear images, videos, reports, or prescriptions whenever requested.

  • Follow medication dosage and treatment instructions carefully.

  • Monitor your pet’s condition closely after consultation.

  • Seek immediate physical veterinary care if your pet’s condition worsens or becomes critical.

4. Prescription & Medication

  1. Medications prescribed during online consultation are based solely on the information available at the time of consultation.

  2. Zuno Pets and the consulting veterinarian are not responsible for complications arising due to:

  • incorrect administration of medicines,

  • non-compliance with instructions,

  • self-medication,

  • misuse of prescribed medicines,

  • delayed emergency treatment,

  • failure to seek physical veterinary examination when advised.

5. Emergency Situations

Online consultation is not a substitute for emergency veterinary care.

In case of any emergency condition including but not limited to:

  • breathing difficulty,

  • seizures,

  • severe bleeding,

  • unconsciousness,

  • poisoning,

  • trauma or accidents,

  • inability to urinate,

  • severe dehydration,

  • persistent vomiting or diarrhea,

  • rapidly worsening condition,

you must immediately visit the nearest veterinary clinic or hospital.

6. Data Privacy & Communication

  1. You consent to communication via phone call, WhatsApp, email, video consultation, or similar digital platforms.

  2. Medical records, reports, prescriptions, and consultation details may be stored digitally for professional, medical, operational, and legal purposes.

  3. Reasonable efforts will be made to maintain confidentiality of your information and your pet’s medical records.

7. Payment & Refund Policy

  1. Consultation fees are non-refundable once the consultation has been conducted.

  2. Additional charges may apply for follow-up consultations, report reviews, prescription updates, or extended guidance.

  3. Missed consultations or delayed responses from the pet parent side may not qualify for refunds.

8. Limitation of Liability

Zuno Pets and consulting veterinarians shall not be held liable for outcomes arising from:

  • incomplete or inaccurate medical history,

  • unclear images/videos/reports,

  • communication delays,

  • non-compliance with veterinary advice,

  • incorrect medication administration,

  • failure to seek emergency or physical veterinary care when advised,

  • complications beyond reasonable veterinary control.

9. Consent

By proceeding with an online consultation booking through Zuno Pets, you confirm that:

  • you have read and understood this policy,

  • you voluntarily consent to receive veterinary teleconsultation services,

  • you understand the risks and limitations associated with online veterinary consultations,

  • you agree to the terms mentioned above.