TERMS & CONDITIONS

Refund Policy

The amount charged by the company on one time vet consulting 100% refundable on dissatisfaction of customer, having a valid reason.

The amount charged by the company on 6 months and 12 months unlimited vet consultation subscription plan is 100% refundable after dissatisfaction shown by the customer in first consultation within 72 hours of first consultation. It is not valid after second vet consultation.

The refund will be initiated in the account from which payment during purchase is accepted after 6-7 business days.

Terms and Conditions for user:

The Users expressly understand, acknowledge and agree to the following set forth herein below:

  • In case any prescription is being provided to the User by the Practitioner, the same is being provided basis the online consultation, however, it may vary when examined in person, hence, in no event shall the prescription provided by Practitioners be relied upon as a final and conclusive solution, based upon information provided by the user which includes things like pet’s weight, temperature, etc.
  • The Users agree to use the advice from Practitioner on the Website pursuant to:
    • ongoing treatment with their medical practitioner;
    • a condition which does not require emergency treatment, physical examination, or medical attention;
    • medical history available as records with them for reference;
    • a record of physical examination and report thereof with them, generated through their local medical practitioner;
    • consultation with their medical practitioner before abandoning or modifying their ongoing treatment.
  • The User agrees that by using Consult, the Practitioners on Consult will not be conducting a physical examination of the Users, hence, they may not have or be able to derive important information that is usually obtained through a physical examination. User acknowledges and agrees that the User is aware of this limitation and agrees to assume the complete risk of this limitation.
  • The User understands that Consult shall not form a substitute for treatment that otherwise needs physical examination/immediate consultation. Further, the User understands that the advice provided by the Practitioner is based on general medical conditions and practices prevalent in India, to the best of his knowledge and ability, and not for conditions which are territory specific for regions other than India, irrespective of where the User is procuring medical services or engaging in communication with the Practitioner.
  • During the consultation and thereafter, practitioners will provide a prescription to FORFURS PET CARE PRIVATE LIMITED and we will provide it to the user. However, it is expressly clarified that for Users not located within India and using Consult, the Practitioner may or may not issue a prescription, at his sole discretion.
  • Notwithstanding anything contained herein, FORFURS PET CARE PRIVATE LIMITED is not in any manner responsible for any drug/medicines prescribed or the therapy prescribed by the Practitioner.
  • If the Practitioner responds to the User’s query, the team of operations could trigger communications to the User, in the form of text/email/others. The User further understands that FORFURS PET CARE PRIVATE LIMITED may send such communications like text messages/email/calls before and/or after Practitioner’s consultation (physical or online) to User’s mobile number, based on the Practitioner’s settings (through the Website). However, and notwithstanding anything to the contrary in this Agreement, FORFURS PET CARE PRIVATE LIMITED does not take responsibility for the timeliness of such communications.
  • The User hereby agrees to FORFURS PET CARE PRIVATE LIMITED team of operations carrying out an audit of his/her consultations on the Consult platform for the purpose of improving treatment quality, user experience, and other related processes. The User acknowledges that the subject matter of audit may include texts, messages, photographs, reports, audio or video recordings, or any other material exchanged between the User and the Practitioner which could inter alia include User’s personal information, including sensitive personal information. This personal information will be processed in accordance with Privacy Policy.
  • User shall refrain from raising any personal queries or advice on the Consult platform which are not related to a specific disease/medicine.
  • Users shall not use abusive language on the Consult platform. In the event of abuse from the User is reported by a Practitioner, FORFURS PET CARE PRIVATE LIMITED reserves the right to block such Users from the Consult platform and FORFURS PET CARE PRIVATE LIMITED is not responsible for honoring any refund request towards his/her consultation on the Consult platform.
  • Users may share images or videos of the affected areas of their body parts with the Practitioner only if it is absolutely necessary for diagnosing his/her condition and if he/she is personally comfortable in sharing such images or videos. FORFURS PET CARE PRIVATE LIMITED shall not be responsible for any such images or videos shared by the Users with the Practitioners.
  • Users shall ensure that any interaction/communication with the Practitioners, including sharing images or videos of the body parts, shall be only through the Consult platform. The Users shall not rely on any other external modes of communication for interacting/communicating with the Practitioners.
  • Users shall be prepared to share all relevant documents or reports to the Practitioner promptly upon request.
  • For every paid consultation on the Consult platform, the Users shall not obtain consultation for more than one User. In the event, the Users attempt to obtain consultation for more than one User through a single paid consultation on the Consult platform, such consultations will not be addressed by the relevant Practitioner.
  • If restricted drugs are indicated for treatment or management of a disease or condition by a Practitioner, the User shall physically visit the Practitioner of their choice to confirm the requirements/necessity for prescribing such restricted drugs.
  • User understands and agrees to provide accurate information and will not use the Consult platform for any acts that are considered to be illegal in nature.
  • If the User decides to engage with a Practitioner to procure medical services or engages in communication, exchange of money for services outside of Consult platform, the User shall do so at their own risk. FORFURS PET CARE PRIVATE LIMITED shall not be responsible for any breach of Service or Service deficiency by any Practitioner.
  • The User agrees and understands that the transaction with the Practitioner is subject to the jurisdiction of Indian laws and that any claim, dispute or difference arising from it shall be subject to the jurisdiction provision as contained in the Terms and Conditions hereunder, at all times. The User further agrees and understands that the Practitioner is a medical practitioner who is licensed to practice medicine in India and the onus is on the User to determine if he/she is eligible to consult with the Practitioners via the Website. It is expressly clarified that at no point in time can it be construed that the Practitioner is practicing medicine in a territory other than India, irrespective of where the User is located and procures medical services or engages in communication with the Practitioner, in any manner whatsoever.
  • The User shall indemnify and hold harmless FORFURS PET CARE PRIVATE LIMITED and its affiliates, subsidiaries, directors, officers, employees and agents from and against any and all claims, proceedings, penalties, damages, loss, liability, actions, costs and expenses (including but not limited to court fees and attorney fees) arising due to or in relation to the use of Website by the User, by breach of the Terms or violation of any law, rules or regulations by the User, or due to such other actions, omissions or commissions of the User that gave rise to the claim.
  • The User shall make payment using the payment gateway to make payments online, solely at User’s discretion. Should there be any issues with regard to the payment not reaching the FORFURS PET CARE PRIVATE LIMITED account, the User may contact FORFURS PET CARE PRIVATE LIMITED’s support team.

Terms for Practitioners:

The Practitioner shall promptly reply to the User after receiving User’s communication. In case of non-compliance with regard to adhering to the applicable laws/rules/regulations/guidelines by the Practitioner, FORFURS PET CARE PRIVATE LIMITED shall have the right to replace such Practitioners for the purpose of consultation to the User.

The Practitioner further understands that, there is a responsibility on the Practitioner to treat the User, pari passu, as the Practitioner would have otherwise treated the User on a physical one-on- one consultation model.
The Practitioner has the discretion to cancel any consultation at any point in time in cases where the Practitioner feels, it is beyond his/her expertise or his/her capacity to treat the User. In such cases, it may trigger a refund to the User and FORFURS PET CARE PRIVATE LIMITED has the right to appoint a different practitioner. However, it is strongly recommended that the Practitioner advise the User and explain appropriately for next steps which may include referring the User for further evaluation.

The Practitioner is and shall be duly registered, licensed and qualified to practice medicine/ provide health care, wellness services, as per applicable laws/regulations/guidelines set out by competent authorities and the Practitioner shall not be part of any arrangement which will prohibit him/her from practicing medicine within the territory of India. The Practitioner shall at all times ensure that all the applicable laws that govern the Practitioner shall be followed and utmost care shall be taken in terms of the consultation/ services being rendered.
Practitioner shall ensure that, the consultation online is treated as an in-clinic consultation and provide advice to the best of Practitioners’ knowledge.
The Practitioner hereby agrees to, FORFURS PET CARE PRIVATE LIMITED team of operations in carrying out an audit of his/her consultations on the Consult platform for the purpose of improving treatment quality, user experience, and other related processes. The Practitioner acknowledges that the subject matter of audit may include their personal information. This personal information will be processed in accordance with the Privacy Policy.
For consultations, the practitioner shall ensure that they respond to team of operations within a maximum of two (2) hours of the Practitioner receiving the message confirming their availability. In violation to which FORFURS PET CARE PRIVATE LIMITED reserves the right to review the conditions and take appropriate actions which may include cancellation of the agreement with the practitioner.
In case, the Practitioner accepts a User’s consultation by their own choice, then such Practitioners shall ensure that the response time for a Practitioner during an active consultation shall not exceed five (5) minutes.
Practitioners should provide duly signed and scanned prescriptions to the team of operations of FORFURS PET CARE PRIVATE LIMITED as soon as the consultation ends. The Practitioner hereby agrees and covenants to be responsible and liable for the content of prescription and the authenticity of the signed prescription. In addition to any indemnity warranties provided else- where in the Agreement, the Practitioner hereby agrees to hold FORFURS PET CARE PRIVATE LIMITED, its officers, employees, agents and affiliates harmless from any claims, damages, losses or penalties arising out of any third party claims in connection with the validity of the prescription, its content and/or signature.
For a Practitioner to complete a consult, it is mandatory to provide a consultation summary via the prescription for all Users. The recommended contents (at least one) of the said consultation summary are as follows:
Summary of presenting illness
Provisional diagnosis
Medicine posology including side effects if any

Diagnostics
Lifestyle changes
Other instructions if any
Referral for physical consultation (if necessary)
Where the Practitioner learns that a physical consultation is mandatory for accurate diagnosis and resolution of the case, the Practitioner shall mandatorily be required to provide a patient referral for physical evaluation along with required information via the prescription.
Practitioners shall not prescribe, medical termination pregnancy medication, sedatives, Hypnotics, opioids, schedule X drugs, or fourth generation antibiotics on the Consult platform. If any such drugs are indicated for treatment for a given consultation, the Practitioner shall refer the User for a physical consultation.
The Practitioner is not allowed to use any other platform other than the Consult platform for the purpose of interacting/communicating with the User and any attempt by the Practitioner to interact with the Users through any other external means of communication will amount to violation of this Agreement by the Practitioner.
If the Practitioner’s performance during the consultation is not compliant with the expected guidelines of QTIPL or the Practitioner is found to be misusing the platform, the Practitioner may result in losing the privilege of providing online vet consultation through FORFURS PET CARE PRIVATE LIMITED.
The Practitioner acknowledges that should FORFURS PET CARE PRIVATE LIMITED find the Practitioner to be in violation of any of the applicable laws/rules/ regulations/guidelines set out by the authorities then FORFURS PET CARE PRIVATE LIMITED shall be entitled to cancel the consultation with such Practitioner or take such other legal action as may be required. Practitioner agrees to receive payment of all the consultations on a weekly basis which will be transferred to the bank account whose details are provided by the practitioner at the time of joining.
In case of there being any technical failure, at the time of consultation, User may contact FORFURS PET CARE PRIVATE LIMITED team of operations.
It is further understood by the Practitioner that the information that is disclosed by the User at the time of consultation is personal information and is subject to all applicable privacy laws, shall be confidential in nature and subject to User and Practitioner privilege.
The Practitioner understands that FORFURS PET CARE PRIVATE LIMITED makes no promise or guarantee for any uninterrupted communication and the Practitioner shall not hold FORFURS PET CARE PRIVATE LIMITED liable, if for any reason the communication is not delivered to the User(s), or are delivered late or not accessed, despite the efforts undertaken by FORFURS PET CARE PRIVATE LIMITED.
The Practitioner understands that FORFURS PET CARE PRIVATE LIMITED makes no promise or guarantee for the number of consultations that will be allocated to a Practitioner. The consultations allocated to a Practitioner will depend upon various factors, which inter-alia includes, Consult response time, patient feedback and number of practitioners available, etc., It is the responsibility of the Practitioner to keep a track of their overall performance.
It shall be the responsibility of the Practitioner to ensure that the information provided by User is accurate and not incomplete and understand that FORFURS PET CARE PRIVATE LIMITED shall not be liable for any errors in the information included in any communication between the Practitioner and User.
The Practitioner hold harmless FORFURS PET CARE PRIVATE LIMITED and its affiliates, subsidiaries, directors, officers, employees and agents from and against any and all claims, proceedings, penalties, damages, loss, liability, actions, costs and expenses (including but not limited to court fees and attorney fees) arising due to the Services provided by Practitioner, violation of any law, rules or regulations by the Practitioner or due to such other actions, omissions or commissions of the Practitioner that gave rise to the claim.