These general terms and conditions (“General Terms and Conditions”) apply between Aktiebolaget Djursjukvård i Sverige AB, org. no. 559299-9113, (hereinafter referred to as “VetAtHome”) and you (hereinafter referred to as the “Customer”) as a user of the services and functions provided by VetAtHome. (VetAtHome and the Customer are referred to below as “Party” and jointly as the “Parties”). By using VetAtHome’s IT platform (hereinafter referred to as the “Platform”), the Customer accepts these General Terms and Conditions.
1.1 The Platform is a digital e-service platform that is accessible through any of the access options that VetAtHome informs about from time to time, currently via the Platform on a mobile device such as a phone, computer or tablet.
1.2 The animal healthcare that the Customer receives via the Platform is provided by veterinarians who are employed by or working on behalf of VetAtHome.
1.3 The Platform should not be used in the event of a need for emergency veterinary care, but the Customer should instead visit an animal hospital.
2.1 The Platform is continuously updated and VetAtHome has the right, without prior approval from the Customer, to make changes to the Platform at any time. Such changes may, for example, relate to changes to the technical solution for providing the services or the design and layout of the platform. The changes may result in certain functions being discontinued, changed or added and/or the technical conditions for accessing the services being changed.
2.2.1 VetAtHome is responsible for the availability of the Platform during the contract period. Users normally have access to the Platform itself 24 hours a day, seven days a week, with the exception of any system maintenance (this does not mean, however, that there are healthcare professionals available during this entire period).
2.2.2 The times when the Customer has the opportunity to meet healthcare professionals on the Platform are stated in the information currently applicable on the Platform.
2.2.3 If the availability of the Services does not meet demand, VetAtHome may take the necessary measures regarding personnel and infrastructure to remedy the deficiency. The Customer is not entitled to claim any other penalty.
2.2.4 VetAtHome reserves the right to temporarily suspend availability at any time for system maintenance and service purposes, such as bug fixes, maintenance and upgrades.
3.1 The Customer undertakes to follow the General Terms and Conditions and any other instructions that VetAtHome publishes on the Platform.
3.2 The Customer is responsible for the accuracy of the information provided by the Customer in connection with registration and use of the services. VetAtHome is not responsible for any damages that arise due to the Customer having provided incorrect information or not updating the information.
3.3 The Customer shall store personal and user-specific information – such as user identity and password or other documents, certificates or devices that can be used to access VetAtHome or the Platform – in a secure manner and not use or disclose this information to any unauthorized person. If the Customer suspects, or should suspect, that such information has come to the knowledge of any unauthorized person or is otherwise being misused, the Customer is obliged to immediately take action to restrict access to the Platform and to immediately inform VetAtHome.
3.4 The Customer is responsible for activities undertaken by the Customer. The Customer is thus responsible, among other things, for any transfer of information and electronic documents. The Customer is obliged, in addition to these General Terms and Conditions and any instructions that VetAtHome publishes on the Platform from time to time, to comply with applicable laws, regulations, authority decisions and generally accepted ethical and moral values when using the Platform and the services. The Customer may not use the Platform or the services in such a way that VetAtHome or others suffer inconvenience or damage. The Customer may therefore, for example, not handle electronic documents via the Platform or the services that infringe the rights of third parties or that may be perceived as offensive or indignant.
4.1 The fee for care provided via the Platform or by VetAtHome's healthcare providers is determined by the relevant Region. VetAtHome will provide information on the applicable fees at any time on our website and in the Platform.
5.1 The Agreement, including the General Terms and Conditions, is valid until further notice. The Agreement may be terminated by the Customer without notice.
5.2 VetAtHome has the right to terminate the Agreement with immediate effect if the Customer breaches its obligations under the General Terms and Conditions.
5.3 VetAtHome reserves the right to terminate a Customer's account that has not been used for 24 months.
6.1 VetAtHome is not obliged to pay compensation due to errors, deficiencies or other breach of contract on VetAtHome's part, unless otherwise required by mandatory law. VetAtHome does not provide compensation for indirect damages (including data loss) unless the damage was caused by VetAtHome being grossly negligent.
6.2 VetAtHome's liability is in all circumstances limited to a maximum of 0.5 price base amount (i.e. SEK 24,150 based on the 2022 price base amount).
6.3 The Customer is obliged to submit a claim for compensation to VetAtHome without undue delay after the damage was discovered or should have been discovered. If the Customer fails to do so, the Customer loses the right to assert the claim.
6.4 The Customer shall indemnify VetAtHome if the Customer infringes a third party's intellectual property rights or if a third party makes a claim against VetAtHome due to the Customer's use of the Platform or the services.
7.1 VetAtHome's personal data processing is regulated in the company's privacy policy, which can be found here.
8.1 VetAtHome may change the General Terms and Conditions without prior approval from the Customer. Such change shall enter into force, for existing Customers, one week after the change has been published on the Platform. By continuing to use the service, the Customer accepts the new terms and conditions. For new Customers, the most recently published General Terms and Conditions shall apply immediately.
9.1 Each Party undertakes to observe full confidentiality during the term of the contractual relationship with regard to all information received from the other Party and which is stated to be or is evidently confidential and not to use such information in any way other than as intended in the General Terms and Conditions. Information that is or becomes generally known in any way other than through a breach of the content of the General Terms and Conditions or applicable legislation shall not be considered confidential.
10.1 VetAtHome owns all intellectual property rights to the Platform (including but not limited to the technical solution and any content therein) as well as all materials published on the Platform. These works are protected by copyright and all such rights are reserved by VetAtHome.
10.2 The Customer and Users may not use any part of the Platform's copyrighted material for commercial purposes without first obtaining a license from VetAtHome or from VetAtHome's licensor.
11.1 If the Party's fulfillment of its obligations under the contractual relationship is made more difficult or prevented due to circumstances that the Party could not have controlled and which the Party could not reasonably have been expected to have taken into account when entering into the contractual relationship, and the consequences of which the Party could not reasonably have avoided or overcome, this shall constitute grounds for exemption that entails exemption from damages and other penalties.
12.1 Notices under the Terms and Conditions shall be given by courier or email to the address specified by each Party. Such notice shall be deemed to have been given (a) at the time of delivery (if delivered by courier) or (b) upon posting (if sent by email).
13.1 Neither Party may fully or partially assign its rights or obligations under the General Terms and Conditions without the other Party's prior written consent, with the exception that VetAtHome may assign its rights or obligations to another group company.
13.2 VetAtHome has the right to use subcontractors to fulfill its obligations under these General Terms and Conditions.
14.1 These General Terms and Conditions shall be interpreted and applied in accordance with Swedish law.
14.2 Disputes arising from the contractual relationship shall be finally settled in a Swedish court.
