TERMS & CONDITIONS
1. Introduction
Welcome to VetraLink.
These Terms and Conditions ("Agreement") govern your access to and use of the VetraLink website, mobile application, software platform and all related services operated by Vetra Electronic Platforms Egypt LLC ("VetraLink", "Company", "we", "our", or "us").
By creating an account, accessing the Platform, booking veterinary services, registering as a veterinarian, or otherwise using any VetraLink services, you acknowledge that you have read, understood and agree to be legally bound by these Terms and Conditions.
If you do not agree to these Terms, you must immediately discontinue using the Platform.
2. Our Business
VetraLink is a technology platform that connects pet owners with independent licensed veterinarians.
VetraLink is not a veterinary clinic, veterinary hospital, pharmacy, diagnostic laboratory, or provider of veterinary medical services.
The veterinary services advertised through the Platform are provided solely by independent veterinarians who operate their own professional practices and remain individually responsible for all veterinary decisions, diagnoses, treatments, prescriptions, medical records and professional obligations.
Nothing contained within the Platform shall be interpreted as creating a veterinarian-patient relationship between VetraLink and any pet owner or animal.
3. Company Details
4. Definitions
For purposes of these Terms:
Account means a registered user profile.
Booking means an appointment requested through VetraLink.
Customer means the owner or authorised representative of a pet.
Home Visit means a veterinary consultation performed at the Customer's nominated location.
Medication Charges means fees payable for medicines supplied during a consultation.
Partner Veterinarian means an independent veterinarian approved by VetraLink.
Paymob means the third-party payment gateway used by VetraLink.
Platform means the VetraLink website, mobile applications, APIs, software and associated services.
Services means the technology services supplied by VetraLink.
Telemedicine Consultation means a veterinary consultation conducted using video or other approved electronic communication methods.
User means every individual using the Platform.
5. Eligibility
You may only use the Platform if:
you are at least eighteen (18) years of age;
you possess legal capacity under Egyptian law;
all information provided is accurate;
you are authorised to make decisions regarding the pet;
you comply with these Terms.
VetraLink may refuse registration without providing reasons.
6. Nature of the Platform
VetraLink operates solely as an online marketplace.
The Platform allows:
appointment scheduling;
home visit bookings;
telemedicine bookings;
secure payments;
veterinarian discovery;
customer support;
appointment management.
VetraLink does not supervise veterinary diagnoses, treatment decisions or medical judgment.
Clinical responsibility remains exclusively with the Partner Veterinarian.
7. Independent Veterinarians
Every veterinarian joining VetraLink must:
hold all licences required under Egyptian law;
maintain registration with the Egyptian Veterinary Syndicate;
maintain all professional registrations required by law;
satisfy VetraLink's credential verification process;
maintain professional competence;
comply with applicable laws and ethical obligations.
Verification by VetraLink is an administrative process only and does not constitute a guarantee of future competence, treatment outcomes or ongoing compliance.
8. No Veterinary Medical Relationship With VetraLink
Using the Platform does not establish:
a veterinarian-patient relationship with VetraLink;
a doctor-patient relationship with VetraLink;
a hospital-client relationship;
a clinic-client relationship.
Veterinary relationships arise solely between the pet owner and the treating Partner Veterinarian.
9. User Accounts
Users must provide accurate information when registering.
You agree to:
maintain accurate details;
keep passwords confidential;
immediately notify VetraLink of unauthorised access;
not share accounts;
not impersonate another person.
VetraLink may suspend accounts suspected of fraud or misuse.
10. Partner Veterinarian Accounts
Veterinarians must provide:
full legal name;
Veterinary Syndicate registration details;
government identification;
bank account details;
professional qualifications;
contact information;
service areas;
availability.
VetraLink may request updated verification at any time.
Failure to comply may result in suspension.
10. Partner Veterinarian Accounts
Veterinarians must provide:
full legal name;
Veterinary Syndicate registration details;
government identification;
bank account details;
professional qualifications;
contact information;
service areas;
availability.
VetraLink may request updated verification at any time.
Failure to comply may result in suspension.
BOOKINGS, PAYMENTS & PLATFORM RULES
11. Booking Services
11.1 VetraLink provides an electronic marketplace through which Users may request appointments with independent Partner Veterinarians.
11.2 A booking request submitted through the Platform does not constitute acceptance by a veterinarian.
11.3 A booking becomes confirmed only when:
the requested veterinarian accepts the booking or VetraLink assigns an available Partner Veterinarian;
payment requirements have been satisfied where applicable;
confirmation is issued through the Platform.
11.4 VetraLink reserves the right to decline, postpone or cancel any booking where necessary for operational, legal or safety reasons.
12. Appointment Availability
Appointment times displayed on the Platform are estimates only.
Availability may change without notice.
VetraLink does not guarantee that a particular veterinarian will always be available.
Should a veterinarian become unavailable, VetraLink may:
allocate another veterinarian;
reschedule the appointment;
provide a refund where appropriate
13. Home Visit Conditions
The Customer agrees to provide:
safe access to the property;
a secure environment;
adequate lighting;
reasonable parking;
safe handling of the animal.
The veterinarian may cancel or discontinue a consultation where safety risks exist including aggressive animals, unsafe premises or threatening behaviour.
14. Telemedicine Services
Telemedicine consultations are intended only where clinically appropriate.
The treating veterinarian retains absolute discretion to determine whether:
advice can safely be provided remotely;
an in-person examination is required;
emergency treatment is necessary.
VetraLink makes no representation that telemedicine is suitable for every medical condition.
15. Emergency Cases
VetraLink is not an emergency veterinary hospital.
If an animal requires immediate emergency treatment, Users should immediately contact the nearest emergency veterinary facility.
Neither VetraLink nor Partner Veterinarians guarantee immediate attendance.
16. Platform Pricing
Consultation fees displayed on VetraLink are determined by VetraLink.
Prices may vary according to:
location;
appointment type;
consultation duration;
after-hours services;
weekends;
public holidays;
urgency;
travel distance.
Prices may change without prior notice until a booking has been confirmed.
17. Medication Charges
Consultation fees do not automatically include medications.
Medication costs are determined by the treating veterinarian according to:
medications supplied;
quantities administered;
applicable legal requirements.
Medication charges shall be disclosed to the Customer before payment whenever reasonably practicable.
18. Payment Methods
Payments may be made through:
Paymob;
approved electronic payment methods;
cash (where permitted);
card payment directly to the veterinarian where authorised by VetraLink.
VetraLink reserves the right to modify available payment methods at any time.
19. Paymob Payments
Where payment is processed through Paymob:
Users agree to Paymob's applicable terms and conditions;
payment processing is performed by Paymob;
VetraLink does not store complete payment card information;
processing delays or banking failures are outside VetraLink's control.
20. Veterinarian Commission
Partner Veterinarians agree that VetraLink shall receive a commission on bookings completed through the Platform.
Commission rates may be amended by written notice to Partner Veterinarians.
Commission shall become payable immediately upon completion of the veterinary service unless otherwise agreed.
21. Taxes
Users remain responsible for any taxes applicable to their purchases.
Partner Veterinarians remain responsible for:
income tax;
VAT obligations;
business registration;
accounting records;
statutory reporting.
VetraLink does not provide tax advice.
22. Refund Policy
Refunds may be issued where:
VetraLink cancels the booking;
the veterinarian fails to attend;
duplicate payments occur;
payment errors occur;
applicable consumer protection laws require a refund.
Refund requests shall be assessed individually.
Payment gateway charges imposed by third-party processors may be non-refundable where permitted by law.
23. Customer Cancellation
Customers may cancel appointments through the Platform.
Cancellation charges may apply depending upon:
notice provided;
veterinarian travel;
operational costs already incurred.
Specific cancellation periods shall be published within the Cancellation & Refund Policy.
24. Veterinarian Cancellation
Where a Partner Veterinarian cancels:
VetraLink may:
arrange another veterinarian;
reschedule;
refund the Customer;
investigate repeated cancellations.
Repeated cancellations may result in suspension.
25. Failure to Attend
Where the Customer:
cannot be contacted;
is absent;
refuses entry;
fails to secure the animal;
provides an incorrect address;
the appointment may be treated as a completed booking.
Applicable cancellation fees may be charged.
26. Customer Responsibilities
Customers warrant that all booking information is accurate including:
species;
breed;
weight;
behavioural history;
aggression;
medical history;
address.
Failure to provide accurate information may result in additional fees or cancellation.
27. Platform Communications
Users agree that communications may occur through:
email;
SMS;
mobile notifications;
telephone;
WhatsApp (where enabled);
in-app messaging.
Electronic communications shall constitute official notices.
28. Electronic Consent
Users consent to:
electronic contracts;
electronic invoices;
electronic receipts;
electronic signatures;
digital consent forms.
Electronic records shall have the same legal effect as paper records to the extent permitted under applicable law.
28. Electronic Consent
Users consent to:
electronic contracts;
electronic invoices;
electronic receipts;
electronic signatures;
digital consent forms.
Electronic records shall have the same legal effect as paper records to the extent permitted under applicable law.
MASTER TERMS & CONDITIONS
PART 3
PLATFORM PROTECTION, LIABILITY & LEGAL PROVISIONS
29. Non-Circumvention
29.1 VetraLink invests substantial resources in marketing, technology, customer acquisition, veterinarian onboarding, verification, scheduling, payment processing, customer support, and platform development.
29.2 Where a Customer and a Partner Veterinarian are introduced through the Platform, neither party shall intentionally circumvent VetraLink by arranging veterinary services outside the Platform for the purpose of avoiding VetraLink's commission or fees.
29.3 Unless otherwise authorised in writing by VetraLink, all future appointments between a Customer and a Partner Veterinarian first introduced through the Platform must be booked through VetraLink for a period of twenty-four (24) months following the initial booking.
29.4 Any attempt to avoid Platform fees may result in:
immediate suspension or termination of the Customer account;
suspension or removal of the Partner Veterinarian;
recovery of unpaid commissions where permitted by applicable law;
any other remedies available under applicable law.
29.5 Nothing in this clause limits any rights that cannot lawfully be excluded under Egyptian law.
30. Independent Contractor Relationship
30.1 Every Partner Veterinarian operates as an independent professional.
30.2 Nothing contained within these Terms creates:
employment;
agency;
partnership;
franchise;
joint venture;
fiduciary relationship
between VetraLink and any Partner Veterinarian.
30.3 Partner Veterinarians remain solely responsible for:
clinical judgment;
diagnosis;
treatment;
prescriptions;
controlled medicines;
medical records;
professional indemnity insurance (where required);
compliance with professional regulations.
31. Medical Responsibility
31.1 Veterinary advice is provided solely by the treating Partner Veterinarian.
31.2 VetraLink neither practices veterinary medicine nor supervises veterinary clinical decisions.
31.3 Clinical responsibility remains exclusively with the veterinarian providing treatment.
31.4 VetraLink does not guarantee:
treatment success;
diagnosis accuracy;
recovery;
prognosis;
medication effectiveness;
clinical outcomes.
32. Artificial Intelligence Services
32.1 VetraLink may use artificial intelligence technologies to assist with:
appointment scheduling;
customer support;
document generation;
appointment reminders;
translations;
administrative summaries;
service recommendations.
32.2 AI-generated information is provided solely for administrative convenience.
32.3 Artificial intelligence does not diagnose disease, prescribe medication, establish treatment plans, or replace professional veterinary judgment.
32.4 Users must never rely solely upon AI-generated information for medical decisions affecting an animal.
33. Acceptable Use
Users agree not to:
provide false information;
impersonate another person;
submit fraudulent bookings;
upload malicious software;
interfere with Platform security;
scrape data;
reverse engineer the Platform;
create competing databases using Platform information;
abuse veterinarians;
harass other users;
publish defamatory material;
violate applicable laws.
34. Reviews and Ratings
Customers may publish reviews following completed appointments.
Reviews must:
be truthful;
relate to genuine experiences;
avoid abusive language;
avoid defamatory statements;
avoid false allegations.
VetraLink reserves the right to remove reviews that breach these Terms.
35. User Generated Content
Users retain ownership of content submitted to the Platform.
By uploading content, Users grant VetraLink a worldwide, non-exclusive, royalty-free licence to:
host;
reproduce;
display;
publish;
translate;
distribute;
use such content for Platform operations, customer support, legal compliance, and service improvement.
Users warrant they have the right to upload such content.
36. Intellectual Property
All intellectual property relating to VetraLink remains the exclusive property of Vetra Electronic Platforms Egypt LLC or its licensors, including:
the VetraLink name;
logos;
trademarks;
software;
databases;
algorithms;
pricing systems;
source code;
graphics;
website design;
mobile applications;
written content;
audiovisual materials.
No ownership rights are transferred to Users through use of the Platform.
37. Confidentiality
Users and Partner Veterinarians must keep confidential any non-public information obtained through the Platform, including:
pricing models;
business strategies;
customer information;
veterinarian information;
software functionality;
technical documentation.
This obligation survives termination of these Terms.
38. Data Security
VetraLink implements reasonable administrative, technical, and organisational measures designed to protect personal information from unauthorised access, disclosure, alteration, or destruction.
No online system can be guaranteed to be completely secure. Users acknowledge that internet communications and electronic storage involve inherent risks, and VetraLink cannot guarantee absolute security.
39. Third-Party Services
The Platform may integrate with third-party providers including:
Paymob;
mapping services;
SMS providers;
email providers;
cloud hosting;
analytics services;
identity verification providers.
VetraLink is not responsible for the availability, security, or performance of third-party services beyond its reasonable control.
40. Limitation of Liability
To the fullest extent permitted by applicable law, VetraLink shall not be liable for:
clinical negligence of Partner Veterinarians;
medical outcomes;
treatment decisions;
prescription decisions;
animal injury or death arising from veterinary treatment;
indirect, incidental, consequential, exemplary, or special damages;
loss of income;
loss of profits;
loss of goodwill;
loss of business opportunities;
data loss caused by third parties;
service interruptions beyond VetraLink's reasonable control.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded under applicable law.
41. Indemnification
Users agree to indemnify and hold harmless Vetra Electronic Platforms Egypt LLC, its directors, officers, employees, affiliates, and contractors from claims, losses, liabilities, damages, costs, and reasonable legal expenses arising from:
misuse of the Platform;
breach of these Terms;
infringement of third-party rights;
unlawful conduct;
inaccurate information provided by the User.
This indemnity applies to the fullest extent permitted by applicable law.
42. Suspension and Termination
VetraLink may suspend or terminate any account where it reasonably believes that a User or Partner Veterinarian has:
breached these Terms;
engaged in fraud;
endangered animal welfare;
abused another User;
provided false credentials;
attempted to circumvent the Platform;
engaged in illegal activity.
Where appropriate, VetraLink may provide notice and an opportunity to respond before permanent termination.
43. Force Majeure
VetraLink shall not be liable for delays or failures caused by events beyond its reasonable control, including but not limited to:
natural disasters;
war;
terrorism;
civil unrest;
government actions;
epidemics or pandemics;
internet outages;
telecommunications failures;
cyberattacks;
power failures.
Performance shall resume as soon as reasonably practicable after the event ends.
44. Governing Law
These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the Arab Republic of Egypt, without regard to conflict of law principles.
45. Dispute Resolution
Before commencing formal legal proceedings, the parties agree to make reasonable efforts to resolve disputes through good-faith negotiation.
If a dispute cannot be resolved amicably within a reasonable period, either party may commence proceedings before the competent courts of the Arab Republic of Egypt, unless another dispute resolution process is agreed in writing.
Nothing in this clause prevents either party from seeking urgent interim relief where necessary to protect legal rights.
46. Amendments
VetraLink may amend these Terms from time to time.
Material changes will be communicated through the Platform or by electronic notice where appropriate.
Continued use of the Platform after the effective date of revised Terms constitutes acceptance of those revisions.
47. Severability
If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect to the maximum extent permitted by law.
48. Entire Agreement
These Terms, together with any policies expressly incorporated by reference (including the Privacy Policy, Cancellation & Refund Policy, and other Platform policies), constitute the entire agreement between VetraLink and the User regarding use of the Platform and supersede all prior understandings relating to that subject matter.
MASTER TERMS & CONDITIONS
PART 4
PLATFORM OPERATIONS, USER OBLIGATIONS & ADDITIONAL LEGAL PROTECTIONS
49. Customer Obligations
Customers agree to:
provide accurate booking information;
provide complete medical history where known;
disclose aggressive or dangerous behaviour;
ensure the pet is safely restrained when required;
ensure an adult over eighteen (18) years of age is present during home visits;
cooperate with the treating Partner Veterinarian;
comply with all lawful instructions given by the veterinarian relating to the safety of people and animals.
Customers acknowledge that inaccurate or misleading information may affect the veterinarian's ability to provide safe and appropriate care.
50. Aggressive or Dangerous Animals
Customers must disclose before the appointment if a pet has:
bitten or attacked a person or animal;
displayed aggressive behaviour;
behavioural disorders;
escape tendencies;
infectious diseases that may present a risk to people or other animals.
Where undisclosed risks create a danger to the veterinarian or others, VetraLink or the Partner Veterinarian may immediately terminate the appointment.
Additional handling fees may apply where disclosed behavioural risks require additional staff, equipment, or consultation time.
51. Home Visit Safety
Customers are responsible for providing a safe environment during home visits.
The Partner Veterinarian may refuse or discontinue services where:
the premises are unsafe;
violence or threatening behaviour occurs;
illegal activity is observed;
environmental conditions create an unacceptable risk;
the veterinarian reasonably believes personal safety is compromised.
Any such cancellation may be treated as a completed appointment for billing purposes.
52. Animal Welfare
Neither VetraLink nor any Partner Veterinarian will participate in any activity that would unlawfully compromise animal welfare.
Partner Veterinarians retain full professional discretion to refuse any request that is unlawful, unethical, or inconsistent with accepted veterinary practice.
53. Medication and Prescriptions
All prescribing decisions remain solely with the treating Partner Veterinarian.
VetraLink:
does not prescribe medication;
does not dispense medication unless acting as an authorised marketplace facilitator in the future;
does not influence clinical prescribing decisions.
Medication prices are determined by the treating veterinarian based on the medications supplied during the consultation.
54. Medical Records
Medical records generated during a consultation remain the responsibility of the treating Partner Veterinarian in accordance with applicable legal and professional obligations.
Where authorised, VetraLink may securely store or facilitate access to records solely for operational purposes.
Users acknowledge that VetraLink is not the custodian of veterinary medical records unless expressly stated.
55. Customer Communications
VetraLink may communicate with Users regarding:
appointment reminders;
booking confirmations;
invoices;
payment notifications;
follow-up requests;
service updates;
customer satisfaction surveys;
security alerts;
changes to legal documents.
Users may opt out of marketing communications where permitted by law, but essential service communications cannot be disabled while an active account exists.
56. Promotional Offers
VetraLink may offer promotional discounts, referral rewards, vouchers, promotional codes, or loyalty incentives.
Unless expressly stated otherwise:
promotions have no cash value;
promotions cannot be transferred;
promotions cannot be combined;
promotions may be withdrawn or modified at any time before redemption.
VetraLink reserves the right to cancel promotions that are used fraudulently or contrary to their stated terms.
57. Marketplace Expansion
VetraLink may introduce additional products and services through the Platform, including but not limited to:
pet food;
nutritional supplements;
prescription products (where legally permitted);
veterinary medical devices;
grooming services;
boarding services;
training services;
laboratory services;
insurance products;
wellness plans;
other pet-related products or services.
The availability of such services will be subject to separate terms where applicable.
58. Platform Availability
VetraLink aims to maintain continuous availability of the Platform but does not guarantee uninterrupted access.
The Platform may be temporarily unavailable due to:
maintenance;
upgrades;
technical faults;
telecommunications failures;
cyber security incidents;
events beyond VetraLink's reasonable control.
VetraLink will use reasonable efforts to restore service promptly.
59. Software Updates
Users acknowledge that VetraLink may release updates, patches, new features, bug fixes, or security improvements from time to time.
Continued use of the Platform may require installation of updated software versions.
60. Beta Features
VetraLink may make experimental or beta features available for testing.
Beta features are provided "as available" and may be modified, suspended, or removed without notice.
VetraLink makes no warranty regarding the reliability or continued availability of beta features.
61. Fraud Prevention
VetraLink may use automated systems and manual review processes to detect:
payment fraud;
identity fraud;
fake bookings;
abuse of promotions;
unusual account activity;
suspicious payment behaviour.
VetraLink may temporarily suspend transactions or accounts while investigations are conducted.
62. Compliance with Laws
Users and Partner Veterinarians agree to comply with all applicable laws and regulations relating to their use of the Platform.
Nothing within these Terms authorises any User or Partner Veterinarian to engage in unlawful conduct.
63. Assignment
Users may not assign or transfer their rights or obligations under these Terms without the prior written consent of VetraLink.
VetraLink may assign its rights or obligations to an affiliated entity or as part of a merger, acquisition, corporate restructuring, or sale of assets.
64. Waiver
A failure or delay by VetraLink to exercise any right under these Terms shall not constitute a waiver of that right.
Any waiver must be in writing and signed by an authorised representative of VetraLink.
65. Survival
The following provisions survive termination of these Terms:
payment obligations;
confidentiality;
intellectual property;
limitation of liability;
indemnification;
dispute resolution;
governing law;
non-circumvention;
any provision intended by its nature to survive termination.