Terms and Conditions

PetSage is provided by PETSAGE LIMITED, a company registered in England and Wales under company number 16288863 ("PetSage", "we", "us" or "our"). These Terms apply to the PetSage consumer mobile application, the consumer services available through it, and any related website feature that refers to these Terms. By selecting Continue after these Terms are presented to you, or by buying or using Premium, you agree to these Terms. If you do not agree, do not use PetSage.

Nothing in these Terms takes away any consumer right or remedy that the law in your country says cannot be excluded or limited. Where mandatory local law gives you greater protection than these Terms, that protection continues to apply. These Terms should be read together with the PetSage Privacy Policy and, where relevant, the Premium Media notice shown before an image or video is uploaded.

PetSage is an animal-only AI health guidance and triage service. It helps animal owners and carers describe a concern, consider possible urgency and red flags, understand possible explanations, answer relevant follow-up questions, organise information, monitor changes and prepare information for veterinary care. Premium features may also help users maintain pet profiles, saved summaries or notes, timelines or other continuity information and, where available, use optional image or short-video analysis. PetSage is designed for a broad range of animal species. The fact that a species or type of concern can be entered does not mean that PetSage can reliably assess every species, breed, condition or specialist situation.

• PetSage is not a veterinary practice, veterinary surgeon, veterinary hospital or emergency veterinary service.
• PetSage does not provide a definitive veterinary diagnosis, prescribe medication or provide veterinary treatment.
• PetSage does not replace an examination, diagnosis, treatment plan or advice from a qualified veterinary professional.
• PetSage does not provide human medical advice or assess human symptoms.
• PetSage does not guarantee that information produced by AI is complete, accurate or error-free.

PetSage can be wrong or incomplete. In particular, it may fail to identify the seriousness or urgency of a problem, miss a red flag, or give an explanation that later proves to be incorrect. Relying on incorrect or incomplete information, or delaying appropriate veterinary care, can contribute to an animal becoming more unwell and may in some circumstances contribute to injury or death. Do not delay urgent veterinary care because of a PetSage response. If an animal appears seriously unwell, is getting worse, has difficulty breathing, severe bleeding, collapse, suspected poisoning or toxic exposure, major trauma, seizures, inability to urinate, severe pain, or you are otherwise worried that urgent help may be needed, contact an appropriate veterinary professional or emergency veterinary service. Advice from a veterinary professional who has examined the animal takes priority over PetSage output.

PetSage uses artificial intelligence and automated software to generate and organise information. You are interacting with an AI-supported service, not a human veterinary professional. PetSage may ask follow-up questions, identify possible red flags, describe possible explanations, state uncertainty or limitations, suggest monitoring, or recommend that veterinary help is appropriate. An apparently reassuring response must not override worsening symptoms, information already provided by a veterinary professional, or your own concern about the animal.

You must be legally able to agree to these Terms in your country. If you are below the age at which you can enter this agreement or consent to the relevant data processing yourself, a parent or legal guardian must provide any permission required by law and supervise your use of PetSage. A paid subscription must be purchased by a person who is legally able to make the purchase.

PetSage may provide a Free service and a paid Premium service. The features available to you can depend on the country, device, app-store rules, technical availability and subscription status. The Free service is designed to be usable without a persistent login. Premium requires a valid store entitlement and may use a Premium identity on the device. Premium may include pet profiles, saved summaries or notes, history or continuity features, and optional Premium Media. The features shown in the app at the time you use the service describe what is then available to you.

If you create an account, you are responsible for keeping access to your account and device secure and for providing information that is accurate to the best of your knowledge. Tell us promptly through the support route at petsage.io if you reasonably believe that your account has been accessed without permission.

PetSage Premium is normally offered as an automatically renewing subscription through Apple, Google or another approved purchasing platform. The exact price, currency, billing period, taxes and renewal date are the information shown by that platform before you confirm the purchase. Unless a trial or promotional price is clearly shown before purchase, no free trial or discount applies. The purchasing platform processes the payment and may also manage taxes, billing details, subscription renewal, cancellation and refunds. PetSage does not need to receive or store your full payment-card details when the store processes the payment. You can manage or cancel future renewal through the purchasing platform. Subject to the platform rules and any rights given by law, cancellation normally stops the next renewal rather than ending a period you have already paid for immediately. Where the platform supports it, you may restore a valid purchase. Premium access remains subject to the subscription being valid and recognised by PetSage.

Where Apple, Google or another purchasing platform processed your purchase, that platform may administer refund requests and any store-specific cancellation rights. Nothing in these Terms removes any refund, cancellation or other remedy that mandatory consumer law gives you. If the subscription price changes, the change will be handled using the notice and consent process required by the purchasing platform and applicable law. Deleting the app or clearing local PetSage data does not itself cancel an Apple or Google subscription. Cancelling an Apple or Google subscription does not itself erase local PetSage history or other local records.

PetSage depends on the information you provide. Give information that is accurate to the best of your knowledge and correct important information if it changes or you later discover that it was wrong. Do not use PetSage to impersonate another person, seek human medical advice, submit unlawful or abusive content, interfere with security or subscription controls, or facilitate animal cruelty, fraud or other unlawful activity.

Premium Media is optional. Where available, it allows an eligible Premium user to submit an animal image or short animal video for temporary analysis. Premium Media is intended to describe observations from what is visible in the submitted media and any limitations in what can be seen. It is not a veterinary diagnostic imaging service and does not replace a veterinary examination. Videos must be 10 seconds or less. PetSage may also apply limits on file type, file size, image properties, frequency and usage. Media that is unsupported, unsafe, excessive or outside the purpose of the service may be rejected. Selected media leaves your device for temporary processing. Raw images and videos are not intended to become permanent pet-history content or ordinary backup material. The Privacy Policy and the notice shown before upload explain how the media is processed and deleted.

• media that you do not have the right or permission to submit;
• content primarily depicting a human for the purpose of seeking human medical assessment;
• intimate, sexual, exploitative, abusive or unlawful content;
• content that infringes another person's privacy, confidentiality or intellectual-property rights;
• malicious files or content intended to attack, disrupt or bypass PetSage controls.

You keep any rights you have in text, images and videos you submit. You give PetSage and the service providers it uses a limited, non-exclusive permission to host, transmit, reproduce, transform and process that content only as reasonably necessary to provide, secure, support and lawfully operate PetSage. That permission ends when the relevant content is deleted from active systems, subject to any lawful retention, security records, dispute preservation and the separate temporary-media handling described in the Privacy Policy.

Where available, PetSage may organise information into a summary or handover that you can save, show or share with a veterinary professional or another appropriate animal-care professional. PetSage does not guarantee that a third party will accept, act on or agree with that information. A veterinary professional remains responsible for their own independent professional judgement. This feature is not a promise of direct booking, referral or live veterinary advice.

PetSage relies on third-party infrastructure, app stores and other providers. Their own terms and privacy arrangements may apply to the services they provide directly to you. If PetSage later provides links to a third-party retailer or product, the third party remains responsible for its own goods, pricing, fulfilment, warranties and terms unless PetSage expressly states otherwise. Any paid or affiliate relationship will be disclosed where required.

We aim to provide a reliable service but do not promise uninterrupted or error-free availability. Maintenance, provider outages, security incidents, legal requirements, safety concerns or capacity limits may temporarily restrict or prevent use. We may improve, replace, add or remove features. We will not use this clause to remove rights that the law gives you. If a material change significantly affects a paid service, we will deal with it in accordance with the purchasing platform rules and applicable consumer law.

The PetSage name, branding, software, service design, original content and related intellectual property are owned by or licensed to PetSage Limited. These Terms give you a personal, limited, non-transferable right to use the consumer service for its intended purpose. They do not give you a right to copy, publish, sell, sublicense, reverse engineer or commercially exploit PetSage material except to the extent that the law gives you a right that cannot be restricted.

Our Privacy Policy explains what personal data PetSage uses, why it is used, who it may be shared with, how long it is kept and the rights available to you. Premium Media also has a short notice shown immediately before upload.

We may suspend or restrict access where reasonably necessary to protect users, animals, security, service integrity or legal compliance; investigate suspected abuse or fraud; or where a paid subscription is invalid, expired, revoked or refunded. Serious abuse, unlawful activity or a security threat may require immediate action. Where appropriate and required by law, we will give notice and a reasonable opportunity to resolve the issue.

Nothing in these Terms excludes or limits liability where doing so would be unlawful, or removes any consumer guarantee or remedy that cannot lawfully be excluded. Subject to mandatory law, PetSage is responsible for loss that is a reasonably foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for loss that was not reasonably foreseeable when the contract was made. The consumer service is not supplied for professional veterinary practice, breeding, racing, show, agricultural-production, animal-valuation, insurance, investment or other business decision-making. To the extent permitted by law, PetSage is not responsible for business losses such as lost profit, lost revenue, lost contracts or lost commercial opportunity arising from use of the consumer service. Any numerical limitation of liability, including any special treatment of high-value animals, will be settled only after legal review and alignment with the final insurance cover.

If you have a complaint or need help, use the support route published in the app or at petsage.io/support. We will aim to investigate complaints fairly and within a reasonable time. You may also have a right to complain to a consumer authority, privacy regulator, court or dispute-resolution body in your country. These Terms do not prevent you from using a remedy that the law makes available to you.

We may change these Terms for legal, regulatory, security, product or operational reasons. The current version will be available in the app and on the website. Where a change materially affects an existing paid customer's rights or obligations, we will provide notice or obtain renewed acceptance where required by law.

These Terms are governed by the law of England and Wales. This choice does not take away any mandatory consumer protection that applies under the law of the country where you habitually live. The courts of England and Wales may hear disputes relating to these Terms. If mandatory consumer law allows you to bring proceedings in the courts of your home country, nothing in these Terms removes that right.

If any part of these Terms is found to be unlawful or unenforceable, the remaining parts continue to apply. If we do not immediately enforce a right under these Terms, that does not mean we have given up that right. We may transfer our rights and obligations under these Terms as part of a genuine reorganisation, financing, sale or transfer of the PetSage business, provided this does not reduce your mandatory consumer rights. You may not transfer your account or rights under these Terms to another person without our consent, except where the law gives you that right. A person who is not a party to these Terms has no right to enforce them, except where applicable law provides otherwise. These Terms, together with the information presented to you about the service and price before any purchase, form the agreement for the consumer service. Nothing in this clause excludes any statement, information or right that consumer law makes binding on us. Where appropriate, we may give service, security or legal notices through the app or using the contact details connected with your account. This does not replace any form of notice that the law requires us to give in another way.

PETSAGE LIMITED - company number 16288863, registered in England and Wales. Website: petsage.io. Support and privacy requests can be sent to contact@petsage.io and through the support routes published in the app or at petsage.io. The company's registered-office information will appear on the live website as required by law.