Vetz Terms of Service

Version and effective date: 2026-11-02. Vetz AB, org. no. 559519-4217, Surbrunnsgatan 26, 113 48 Stockholm, Sweden. Questions about these Terms: legal@vetz.ai.

1. About these Terms

1.1 These Terms of Service ("Terms") govern the use of the Vetz service (the "Service") provided by Vetz AB ("Vetz", "we", "us"). They apply to the business or individual that registers for the Service or signs an Order Form (the "Customer", "you").

1.2 The Service is intended only for professional use, by businesses and other organisations in the course of their work, for example in veterinary care and animal insurance, and is not offered to consumers. It may be purchased by a business, or by an individual in their own name for use in their professional work, for example a veterinarian who signs up personally rather than through their clinic. By accepting these Terms, the Customer confirms that it uses the Service for professional purposes. A person who accepts these Terms on behalf of a business confirms that they have authority to bind it.

1.3 You accept these Terms, and the Data Processing Agreement ("DPA"), when you create an account, accept an invitation, or sign an Order Form. Our Privacy Policy describes how we process personal data as a controller.

1.4 If documents conflict, this order applies: (i) an Order Form, (ii) the DPA, for the processing of personal data, (iii) the API Terms, for use of the API, (iv) these Terms.

2. Definitions

Agreement: these Terms, the DPA, any Order Form, the API Terms where the Customer uses the API, and the plan details shown at checkout.

Anonymised Data: data derived from Customer Data or Usage Data that does not identify, and can no longer reasonably be used to identify, the Customer, a User or any other individual. It includes aggregated data.

API Terms: the additional terms that apply when the Customer uses the API.

API: the application programming interface through which the Customer can use parts of the Service, such as AI agents and knowledge search, from its own systems.

Customer Data: all data that the Customer or its Users submit to the Service, or that the Service receives from integrated systems at the Customer's request. It includes audio recordings, transcripts, notes, templates, documents, and Output.

Fees: the amounts payable for a Subscription or under an Order Form.

Order Form: a separate written order signed by the Customer and Vetz.

Output: content the Service generates from Customer Data, such as transcripts, notes, summaries and answers.

Subscription: a paid plan for the Service.

Trial: the free trial period described in section 7.1.

Usage Data: data about how the Service is accessed and used, such as technical logs, performance data, feature usage, settings and configuration. Usage Data does not include the content of Customer Data.

User: an individual whom the Customer allows to use the Service under its account, including the Customer's employees and contractors.

Terms such as "personal data" and "processing" have the meaning given in the General Data Protection Regulation (EU) 2016/679 ("GDPR").

3. The Service

3.1 Vetz provides a software service for professional use, as described in section 1.2, that uses artificial intelligence, including AI agents, to support documentation, information and administrative work. The features available depend on the Customer's plan and are described on vetz.ai and in the Service, as updated from time to time. The Service can be used in the Vetz apps and, where agreed in an Order Form, through the API.

3.2 Vetz continuously develops the Service and may add, change or remove features. If a change materially reduces the core functionality of a paid Subscription, Vetz will notify the Customer in advance where reasonably possible, and the Customer may cancel before the change takes effect.

3.3 Features marked as beta, preview or similar are provided "as is", may change or end at any time, and are excluded from any service commitments.

3.4 The Service may connect to third-party services chosen by the Customer, such as practice management systems. The third party's terms govern its service. Vetz is not responsible for third-party services. Vetz may change or end an integration if the third party changes or ends its service or terms.

3.5 Vetz provides support by email to info@vetz.ai during Swedish business hours and will use reasonable efforts to answer promptly.

3.6 Vetz aims to keep the Service available at all times. The Service may be unavailable during maintenance, updates, or events outside Vetz's control. Specific service levels apply only if they are agreed in an Order Form.

3.7 The Customer is responsible for the devices, software and internet connection needed to use the Service.

4. Accounts and Users

4.1 The Customer must provide accurate registration information and keep it up to date.

4.2 Each User account is personal. Users must keep their login details confidential and must not let others use their account. The Customer must notify Vetz without delay of any unauthorised use.

4.3 Users with the administrator role can manage Users, roles, billing and settings for the Customer. The Customer is responsible for the acts and omissions of its Users as if they were its own.

4.4 Vetz may block an account or a User if needed to protect the Customer, Users, Vetz or others from fraud, unauthorised access or other harm.

5. Acceptable use

5.1 The Customer shall use the Service in accordance with the Agreement, applicable law and the professional rules that apply to the Customer's activities.

5.2 Before a consultation or meeting is recorded, the Customer is responsible for informing the people present, such as animal owners, that the Service is used, and for having a legal basis for the recording and processing, including consent where the law requires it.

5.3 The Customer shall avoid recording personal data that is not needed for its use of the Service, such as personal identity numbers, payment card details, or information about a person's health.

5.4 The Customer and its Users shall not, unless Vetz has agreed in writing:

1. use the Service for purposes other than the Customer's professional activities described in section 1.2, or to provide or support healthcare for humans;

2. enter false or misleading information, or content that is unlawful or infringes the rights of others;

3. circumvent usage limits, Trial rules, security measures or access controls;

4. copy, decompile, reverse engineer or attempt to extract the source code, models or prompts of the Service;

5. access the Service by robots, scrapers or other automated means, except through interfaces Vetz provides;

6. use the Service or its Output to build, train or improve a competing product or AI model;

7. introduce malicious code, or interfere with the security, integrity or performance of the Service.

5.5 Vetz may suspend or restrict use that breaches this section, as set out in section 8.

6. AI-generated content

6.1 The Service uses artificial intelligence, including models from third-party providers. Output is a draft. It may contain errors, omissions or inaccuracies, and it is identified as AI-generated in the Service.

6.2 Before Output is entered into a medical record, shared with an animal owner, or used for a clinical decision, a qualified User must review, correct and approve it. The Customer and its Users remain solely responsible for clinical judgement, diagnoses, treatment and records.

6.3 The Service is a documentation and decision-support tool. It does not replace professional judgement and must not be used in emergencies as the only source of information.

6.4 The Customer shall take reasonable measures so that its Users have sufficient knowledge to use AI tools responsibly.

6.5 Where a feature lets Users interact directly with an AI system, such as an AI assistant or agent, the Service shows that the answers are generated by AI. When the Service is used through the API, the Customer is responsible for informing the people who use its systems, as set out in the API Terms.

6.6 Some features can perform tasks on the Customer's behalf, such as preparing, sending or updating content in the Service or in integrated systems. These tasks are performed when a User starts or approves them, and the Customer is responsible for them as for its own actions.

7. Trial, Subscription and Fees

7.1 Trial. A new Customer may use the Service free of charge for 14 days from the creation of its account, within the usage limits shown in the Service. When a limit is reached, the related function is blocked until the limit resets or the Customer starts a Subscription. The Trial is never charged. Each Customer may have one Trial. Vetz may refuse or end a Trial in case of misuse, including repeated Trials.

7.2 Subscription. Unless an Order Form states otherwise, the Fees for a Subscription are charged per User per month. Every User in the Customer's account counts as a billable User. Current prices are shown on vetz.ai and at checkout. Under an Order Form, Fees may instead be based on usage, such as the number of requests or tokens processed, on the number of Users, or on both.

7.3 Billing. Unless an Order Form states otherwise, Fees are billed monthly in advance, and the Subscription renews automatically each month until it is cancelled. A User added during a billing period is charged pro rata from the time the User accepts the invitation. When a User is removed, no refund or credit is given for the current period, and the User is not included from the next billing period.

7.4 Payment. Subscriptions are purchased and managed on the web, not in the app. Fees are paid by card through Vetz's payment provider. By providing card details, the Customer authorises Vetz and its payment provider to charge all Fees when due. Other payment methods apply only if agreed in an Order Form. Invoices and receipts are provided electronically.

7.5 Taxes. Fees exclude VAT and other taxes, which are added where applicable. Prices are shown excluding VAT. VAT is added at checkout where it applies, and the total including VAT is shown before payment. A Customer that has a VAT number should provide it at checkout. If a valid VAT number from another EU country is provided, the reverse-charge rules apply. Otherwise, Vetz charges VAT according to the rules that apply to the Customer.

7.6 Failed payment. If a payment fails, Vetz will retry the payment and notify the Customer's administrators. If the amount is still unpaid 7 days after the due date, the account becomes read-only under section 8.3. Vetz may charge interest on overdue amounts under the Swedish Interest Act (1975:635), as well as statutory collection costs.

7.7 Price changes. Vetz may change its prices by notifying the Customer at least 30 days in advance. The new price applies from the first billing period that starts after the notice period. The Customer may cancel before then.

7.8 Refunds. Fees are non-refundable, except where these Terms state otherwise or mandatory law requires it.

7.9 Currency. Fees are charged in the currency shown at checkout. The Customer bears any bank or currency conversion fees.

8. Term, cancellation, suspension and data retention

8.1 Term. The Agreement starts when the Customer accepts these Terms. It continues during the Trial and any Subscription, and until the Customer Data has been deleted under section 8.4.

8.2 Cancellation. The Customer may cancel a Subscription at any time in the billing settings. The cancellation takes effect at the end of the current billing period, and the Customer keeps full access until then. The Customer may undo the cancellation before it takes effect.

8.3 Read-only access. When a Trial ends without a Subscription, when a Subscription ends, or when a payment remains unpaid as described in section 7.6, the account becomes read-only. Users can still log in and view Customer Data, and administrators can request a copy of Customer Data under section 9.6 and start or resume a Subscription. New content cannot be created.

8.4 Deletion. If the Customer has not started or resumed a Subscription within 90 days after the account became read-only, Vetz permanently deletes the account and the Customer Data. The deletion is completed within 30 days after the end of the 90-day period. Copies in backups are deleted in the ordinary backup cycle. Vetz will try to notify the administrators before the deletion.

8.5 Removed Users. When an administrator removes a User, the User's account is kept for 90 days, during which it can be restored. After that, the account is permanently deleted. Customer Data that the User created stays in the Customer's account.

8.6 Data Vetz keeps. Sections 8.4 and 8.5 do not apply to Anonymised Data, Usage Data, or data that Vetz must keep by law, such as accounting records.

8.7 Suspension. Vetz may suspend all or part of the Service with immediate effect if this is required by law, if it is necessary to prevent a security risk or other harm to the Service, Vetz or others, or if the Customer materially breaches section 5. Vetz will use reasonable efforts to notify the Customer.

8.8 Termination for breach. Either party may terminate the Agreement if the other party materially breaches it and does not cure the breach within 30 days after written notice. Vetz may terminate with immediate effect in case of fraud or serious misuse of the Service.

8.9 Termination by Vetz. Vetz may terminate a Subscription with 30 days' notice. Vetz then refunds prepaid Fees for any period after the termination.

9. Customer Data and Vetz data

9.1 Ownership. As between the parties, the Customer owns the Customer Data, including Output.

9.2 Licence to Vetz. The Customer grants Vetz a worldwide, non-exclusive, royalty-free licence, for the term of the Agreement, to host, copy, process, transmit and display Customer Data as needed to provide, maintain, secure and support the Service, and to create Anonymised Data.

9.3 Anonymised Data and Usage Data. Vetz owns all rights in Anonymised Data and Usage Data. Vetz may use them for any lawful purpose, during and after the term of the Agreement. Vetz processes any personal data in Usage Data as a controller under its Privacy Policy.

9.4 AI training. Vetz does not use Customer Data that identifies the Customer, a User or any other individual to train AI models, unless the Customer has agreed to it in writing.

9.5 Feedback. If the Customer or a User gives Vetz suggestions or other feedback about the Service, Vetz may use it freely, without restriction or compensation.

9.6 Access to and copies of Customer Data. While the Customer has a Subscription, and during the read-only period under section 8.3, Users can view, copy and print Customer Data in the Service. On request to legal@vetz.ai, Vetz provides a copy of the Customer Data in a common machine-readable format within 30 days.

9.7 Deletion during the term. When a User deletes Customer Data in the Service, it is removed from Vetz's active systems, and copies in backups are deleted in the ordinary backup cycle.

9.8 The Customer's responsibility. The Customer is responsible for the Customer Data and for having the rights, legal bases and consents needed for Vetz to process it under the Agreement.

10. Personal data

10.1 When Vetz processes personal data in Customer Data on behalf of the Customer, the Customer is the controller and Vetz is the processor. The DPA governs that processing.

10.2 Vetz processes personal data about Users, contact persons and website visitors as a controller, as described in the Privacy Policy published on vetz.ai.

11. Confidentiality

11.1 Each party shall keep confidential any information received from the other party that is marked as confidential or that should reasonably be understood as confidential, and use it only to perform the Agreement. Customer Data is the Customer's confidential information. Anonymised Data and Usage Data are Vetz's confidential information.

11.2 The obligation does not apply to information that is or becomes public through no fault of the receiving party, that the receiving party already had or developed independently, or that it lawfully received from a third party.

11.3 A party may disclose confidential information to its employees, advisers, sub-processors and subcontractors who need it for the Agreement and are bound by confidentiality. A party may also disclose it when required by law, a court or an authority, and shall then, where permitted, inform the other party in advance.

11.4 This section survives for five years after the end of the Agreement, and for trade secrets for as long as they remain trade secrets.

12. Intellectual property

12.1 Vetz and its licensors own all rights in the Service, including software, models, prompts, templates created by Vetz, documentation, and all improvements, developments and know-how, whether made by Vetz alone or together with the Customer.

12.2 During the term of the Agreement, Vetz grants the Customer a non-exclusive, non-transferable right for its Users to use the Service for the Customer's internal business, within the limits of its plan. No other rights are granted.

12.3 Templates and other content that the Customer creates in the Service are Customer Data.

13. Warranties and disclaimers

13.1 Each party warrants that it has the right to enter into the Agreement. Vetz will provide the Service with reasonable skill and care.

13.2 Except as expressly stated in the Agreement, the Service is provided "as is" and "as available". Vetz gives no other warranties, express or implied. In particular, Vetz does not warrant that the Service will be uninterrupted or error-free, or that Output will be accurate or complete.

13.3 The Trial and beta features are provided "as is", without any commitments.

14. Limitation of liability

14.1 Neither party is liable for indirect or consequential loss, including loss of profit, revenue, business or goodwill, or for loss of data. Vetz's liability for lost data is limited to restoring the data from the latest available backup.

14.2 Each party's total liability under the Agreement is limited to the Fees paid by the Customer during the six months before the event that gave rise to the claim. During a Trial, Vetz has no liability, to the extent permitted by law.

14.3 The limitations in sections 14.1 and 14.2 do not apply to the Customer's obligation to pay Fees, to the indemnities in section 15, to breaches of section 5 or section 11, or to damage caused by gross negligence or wilful misconduct.

14.4 Vetz is not liable for clinical decisions, diagnoses, treatment or records, or for Output that a User has approved or used.

14.5 A claim must be made in writing within six months after the claiming party discovered, or should have discovered, the circumstance giving rise to it. Under no circumstances can a claim be made later than twelve months after that circumstance occurred.

15. Indemnities

15.1 The Customer shall indemnify Vetz against third-party claims, and related losses and reasonable costs, that arise from Customer Data, from the Customer's failure to inform people or to have a legal basis or consent as set out in section 5.2, or from use of the Service in breach of the Agreement.

15.2 Vetz shall defend the Customer against third-party claims that the Service, used in accordance with the Agreement, infringes intellectual property rights in the EU/EEA. Vetz shall pay damages awarded in a final judgement or agreed in a settlement approved by Vetz. Vetz may modify or replace the Service, obtain a licence, or terminate the affected Subscription and refund prepaid Fees for the remaining period. This does not apply to claims caused by Customer Data, by combination with products not supplied by Vetz, or by use in breach of the Agreement. This section states Vetz's entire liability for infringement.

15.3 The indemnified party must notify the other party of the claim promptly, let it control the defence and settlement, and provide reasonable assistance.

16. Force majeure

Neither party is liable for a delay or failure to perform caused by circumstances beyond its reasonable control. Examples include government action, new or changed legislation, labour disputes, fire, flood, epidemics, failures or outages of public networks, energy supply, cloud or AI service providers, and cyberattacks despite reasonable security measures. If the circumstance lasts more than 60 days, either party may terminate the Agreement with immediate effect.

17. Changes to these Terms

17.1 Vetz may change these Terms and the DPA. Each version has an effective date and is published on vetz.ai.

17.2 For changes that are materially adverse to the Customer, Vetz will notify the Customer's Users by email and in the Service at least 30 days before the effective date. A shorter period may apply where a change is required by law or is needed for security reasons.

17.3 If the Customer does not accept a change, it may cancel its Subscription before the effective date. Continued use of the Service after the effective date means that the Customer accepts the new version.

17.4 Other changes take effect when the new version is published.

18. General

18.1 Assignment. The Customer may not assign the Agreement without Vetz's written consent. Vetz may assign the Agreement to a group company, or in connection with a merger, acquisition, reorganisation or sale of all or part of its business.

18.2 Subcontractors. Vetz may use subcontractors to perform the Agreement and is responsible for them as for itself.

18.3 Publicity. Vetz may name the Customer and show its logo as a customer, during the term and for 60 days after it ends. The Customer may ask Vetz to stop at any time by writing to legal@vetz.ai.

18.4 Notices. Notices to Vetz shall be sent to legal@vetz.ai. Vetz sends notices to the email addresses of the Customer's administrators, or through the Service.

18.5 Entire agreement. The Agreement is the entire agreement between the parties on its subject and replaces all earlier agreements and understandings.

18.6 Severability and waiver. If a provision is held invalid, the rest of the Agreement remains in force. A failure to enforce a right is not a waiver of it.

18.7 Survival. Provisions that by their nature should survive the end of the Agreement survive, including sections 9, 11, 12, 14, 15 and 19.

18.8 Language. If the Agreement is translated, the English version prevails.

19. Governing law and disputes

19.1 The Agreement is governed by Swedish law, excluding its conflict-of-law rules.

19.2 Disputes arising out of or in connection with the Agreement shall be finally settled by arbitration administered by the SCC Arbitration Institute (Stockholm Chamber of Commerce). The Rules for Expedited Arbitrations apply where the amount in dispute does not exceed EUR 100,000. Otherwise, the Arbitration Rules apply. The seat of arbitration is Stockholm, and the language of the proceedings is English. The arbitration, and all information about it, is confidential.

19.3 Despite section 19.2, Vetz may claim unpaid Fees in the Swedish general courts or through the Swedish Enforcement Authority (Kronofogden), and either party may seek interim relief in a competent court.

20. Contact

Vetz AB, Surbrunnsgatan 26, 113 48 Stockholm, Sweden. Questions about these Terms: legal@vetz.ai. Support: info@vetz.ai.