Terms of Service for Pet Owners

1. Acceptance of These Terms

These Pet Owner Terms of Service ("Terms") are a legal agreement between you ("you" or "Pet Owner") and Refett LLC, a Massachusetts limited liability company ("Refett," "we," "us," or "our"), governing your access to and use of the Refett website and related services (collectively, the "Platform"). By creating an account, checking the box indicating you have read and agreed to these Terms, or otherwise using the Platform, you agree to be bound by these Terms and by our Privacy Policy, which is incorporated by reference. If you do not agree, do not use the Platform.

2. What Refett Is, and Is Not

Refett is a free online directory and appointment-request platform that helps pet owners find independent licensed veterinary providers. Refett is a technology platform only. Refett is not a veterinary practice, does not employ or supervise any veterinarian or other provider listed on the Platform, and does not itself provide, practice, or supervise the practice of veterinary medicine. Any veterinary care, advice, diagnosis, or treatment your pet receives is provided solely by the independent veterinary provider you select, not by Refett.

3. No Veterinarian-Client-Patient Relationship

Viewing Content on the Platform, submitting an appointment request, or otherwise using the Platform does not create a veterinarian-client-patient relationship ("VCPR") between you and Refett, or between you and any veterinary provider listed on the Platform. A VCPR is established only directly between you and a provider, in accordance with applicable state veterinary practice requirements, once you engage that provider directly.

Refett encourages providers to use the Platform responsibly, but Refett has no control over, and cannot guarantee any provider's availability at any particular time. Refett will not be liable for canceled or otherwise unfulfilled appointments, or for any injury or loss resulting from them, or for any other injury or loss arising from or related to your use of the Platform.

4. Not for Emergencies

Refett is not an emergency service, and any appointment or callback request submitted through the Platform, including to a provider who identifies as offering emergency services, is not monitored in real time and is not a substitute for calling. If your pet is experiencing a medical emergency, do not submit a request through the Platform. Call or go directly to the nearest emergency veterinary hospital, or call your regular veterinarian's emergency line.

For providers who identify their practice as offering emergency services, the Platform may display that provider's own phone number and prompt you to call it directly rather than submit a request online. This phone number is self-reported by the provider, like the rest of their listing, and Refett does not verify or guarantee that it is current, staffed, or reachable at any given time. If you are unable to reach a provider by phone, do not wait for a response through the Platform. Call or go directly to another nearby emergency veterinary hospital.

5. Eligibility

You must be at least 18 years old and capable of forming a binding contract to submit an appointment request through the Platform. By using the Platform, you represent that you meet these requirements and that all information you provide is accurate and current.

The Platform is currently intended for pet owners located in the United States seeking veterinary providers licensed in the United States. Use of the Platform outside the U.S., or in connection with activities outside the U.S., is not supported and is at your own risk.

6. Accounts

Refett does not currently require pet owners to create an account in order to submit an appointment request. If Refett introduces pet owner accounts in the future, this Section will govern them: you will be responsible for maintaining the confidentiality of your login credentials and for all activity under your account and should notify us promptly at notifications@refett.com if you suspect unauthorized use of your account.

7. Appointment Requests Are Not Confirmed Appointments

When you submit a booking or appointment request through the Platform, that request is transmitted to the selected provider as a lead. It is not a confirmed appointment. The provider, not Refett, decides whether and when to accept, schedule, reschedule, or decline your request, and will contact you directly to confirm details. Refett does not guarantee that any provider will respond to, accept, or be available for your request.

8. Pricing and Financing Information

Pricing and financing information displayed on a provider's profile is self-reported by that provider and shown for informational purposes only. Refett does not verify, guarantee, or collect payment based on this information, and actual costs may differ once you speak with the provider. Refett does not currently process payments for veterinary services rendered by providers.

Where a provider discloses a price, it reflects that provider's standard new-patient exam fee only. It does not include the cost of diagnostics, treatments, prescriptions, or, for providers offering mobile or house-call services, travel fees. Additional charges beyond the exam fee are common and will be discussed with you directly by the provider. A provider's displayed price is shown together with the date it was last updated ("As of [Month Year]"); prices are self-reported and may change at any time, including between that date and your appointment.

Where a provider requires a booking fee to schedule an appointment, the provider's profile will note that a booking fee applies and that it is credited toward the exam fee described above. Refett does not display the dollar amount of any booking fee on the Platform. The provider will disclose that amount to you directly when they reach out to confirm your appointment.

A provider may choose whether to disclose pricing and financing information at all. Where a provider has not disclosed this information, its profile will indicate that it has not been provided.

9. License Verification: What We Do and Don't Guarantee

As part of onboarding, Refett takes commercially reasonable steps to verify that a listed veterinary provider holds a license by checking the relevant state veterinary board of registration and by requiring identity verification. Refett also re-verifies each provider's license against the same state board on at least an annual basis after initial approval.

Notwithstanding this periodic re-verification, Refett does not continuously monitor license status in real time and does not guarantee that any provider's license remains current, unrestricted, or in good standing at every moment between verifications, including at the time you request or attend an appointment. You are encouraged to independently verify a provider's license with the applicable state board before receiving services.

10. How Refett Works with Veterinary Providers: Fee Transparency and Your Authorization

Veterinary providers may pay Refett a fee to be listed on the Platform or to receive appointment requests generated through the Platform. This does not affect a provider's placement in ordinary search results. If Refett introduces sponsored or paid placement in the future, any such placement will be clearly and conspicuously labeled as "Sponsored" or similar. Refett does not receive any additional fee from a provider in exchange for higher or more favorable placement in ordinary, non-sponsored results.

When you submit an appointment request, Refett forwards that request, including the information described in our Privacy Policy, to the provider(s) you select, and Refett may charge that provider a fee for the referral. By submitting an appointment request, you authorize Refett to make this referral and acknowledge that Refett may be paid by the provider for facilitating it. Refett does not charge pet owners any fee to use the Platform, and this referral fee does not affect the price you pay for veterinary services.

11. Mobile and House-Call Appointments: Recordings and Home Surveillance

If you request a mobile or house-call appointment, you agree to disclose to the provider, in advance of the visit, the presence and general location of any audio or video recording devices in or around your home that may capture the visit (for example, video doorbells or security cameras).

You are solely responsible for ensuring that any recording made during the visit, by you or by any device in your home, complies with applicable federal, state, and local wiretapping and recording-consent laws. Some states require the consent of all parties to a conversation before it may be recorded, and it is your responsibility to know and follow the law that applies where the visit takes place. A provider may decline to proceed with or continue a visit if they become aware of an undisclosed recording device.

12. Your Conduct

You agree not to: provide false or misleading information; use the Platform for any unlawful purpose; harass, threaten, or abuse any provider or other user; submit duplicate, false, or bad-faith appointment requests, or otherwise misuse the appointment-request feature in a way intended to disrupt a provider's business or cause a provider to be charged for an illegitimate request; attempt to interfere with or disrupt the Platform's operation or security; or scrape, copy, or reuse Platform content except as permitted by these Terms.

Refett may use automated or manual review to detect and remove requests that violate this Section, and may decline to process future appointment requests submitted using the same contact information.

13. Reviews and Other Content You Submit

If Refett makes a review or similar feedback feature available to you after a completed visit, any content you submit must be truthful, accurate, based on your own experience, and must not violate any third party's rights. Refett may remove content that violates these Terms or applicable law. Reviews may currently only be submitted following a confirmed visit. Confirmation occurs through communication between Refett and the veterinary provider you requested an appointment with.

By submitting a review or similar content, you grant Refett a non-exclusive, royalty-free, worldwide, sublicensable license to use, reproduce, edit, and display that content in connection with operating and improving the Platform, including on the relevant provider's profile. Content you submit reflects your own views, not Refett's, and Refett does not endorse or guarantee its accuracy.

If your name or likeness is included in content you submit, you release Refett from any claim for defamation, invasion of privacy or publicity rights, or similar claims arising from Refett's use of that content in accordance with the license above, provided Refett's use is consistent with these Terms.

Separately, if you send Refett general feedback, ideas, or suggestions about the Platform itself, you agree that Refett may use that feedback for any purpose without any obligation to compensate or credit you.

14. Disputes Between You and a Provider

If a dispute arises between you and a veterinary provider, including regarding the quality of care, billing, or any other aspect of your interaction, you agree that Refett is under no obligation to become involved. To the fullest extent permitted by law, you release Refett from any claims, demands, and damages arising out of or related to such a dispute.

You acknowledge that you are aware of, and expressly waive the benefit of, California Civil Code Section 1542 and any similar law of any jurisdiction, which states: "A general release does not extend to claims that the creditor or releasing party does not know or suspect to exist in his or her favor at the time of executing the release and that, if known by him or her, would have materially affected his or her settlement with the debtor or released party."

15. Intellectual Property

The Platform, including its design, text, graphics, taxonomy content, and software, is owned by Refett or its licensors and is protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works from the Platform except as necessary for your personal, non-commercial use of the service.

16. Copyright Complaints (DMCA)

Refett respects the intellectual property rights of others and expects users of the Platform to do the same. If you believe that content appearing on the Platform infringes your copyright, you may send a written notice to our designated agent that includes: (a) a physical or electronic signature of the copyright owner or a person authorized to act on their behalf; (b) identification of the copyrighted work claimed to have been infringed; (c) identification of the material claimed to be infringing and information reasonably sufficient to permit Refett to locate it; (d) your name, address, telephone number, and email address; (e) a statement that you have a good-faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law; and (f) a statement, made under penalty of perjury, that the information in the notice is accurate and that you are authorized to act on behalf of the copyright owner.

Notices should be sent to Refett's designated agent at Patricio Peirano Hinojosa, Refett LLC, 82 Wendell Ave STE 100, Pittsfield, MA 01201, notifications@refett.com. Upon receiving a properly submitted notice, Refett will respond in accordance with the Digital Millennium Copyright Act, which may include removing or disabling access to the reported material and, in appropriate circumstances, terminating the accounts of repeat infringers.

17. Third-Party Services

The Platform may link to or rely on third-party services (for example, mapping or identity-verification providers). Refett is not responsible for the content, policies, or practices of third-party services, and your use of any such service is at your own risk.

18. No Special Relationship

Refett has no special relationship with, and owes no fiduciary duty to, you.

19. Disclaimer of Warranties

THE PLATFORM AND ALL INFORMATION ON IT ARE PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. REFETT DOES NOT WARRANT THE ACCURACY, COMPLETENESS, OR RELIABILITY OF ANY PROVIDER'S LISTING, CREDENTIALS, PRICING, OR AVAILABILITY.

20. Limitation of Liability

YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISPUTE WITH REFETT IS TO STOP USING THE PLATFORM AND, IF APPLICABLE, CLOSE YOUR ACCOUNT.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, REFETT AND ITS OWNER(S) WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF DATA, GOODWILL, OR PET OR PERSONAL INJURY, ARISING FROM YOUR USE OF THE PLATFORM OR ANY VETERINARY CARE RECEIVED FROM A PROVIDER, EVEN IF REFETT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. REFETT'S TOTAL LIABILITY FOR ANY CLAIM ARISING OUT OF THESE TERMS WILL NOT EXCEED $100, EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, AND THIS CAP DOES NOT APPLY TO REFETT'S GROSS NEGLIGENCE OR WILLFUL MISCONDUCT.

21. Indemnification

You agree to indemnify and hold Refett harmless from any claims, damages, or expenses (including reasonable attorneys' fees) arising from your violation of these Terms, your misuse of the Platform, or veterinary care you receive from a provider you selected through the Platform.

22. Termination

Refett may suspend or terminate your access to the Platform at any time, with or without notice, for conduct that violates these Terms or that we believe is harmful to other users, providers, or Refett.

23. Time Limit on Claims

To the fullest extent permitted by law, any claim arising out of or related to these Terms or the Platform must be filed within one (1) year after the claim arose, or it will be permanently barred.

24. Binding Arbitration; Class Action Waiver

PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS, INCLUDING YOUR RIGHT TO FILE A LAWSUIT IN COURT.

You and Refett agree that any dispute, claim, or controversy arising out of or relating to these Terms or your use of the Platform (a "Claim") will be resolved by binding, individual arbitration rather than in court, except that: (a) you or Refett may bring an individual claim in small claims court if it qualifies; and (b) either party may seek injunctive relief in court to stop actual or threatened infringement, misappropriation, or violation of a party's intellectual property rights.

YOU AND REFETT EACH WAIVE ANY RIGHT TO A JURY TRIAL AND TO PARTICIPATE IN A CLASS ACTION, CLASS ARBITRATION, OR OTHER REPRESENTATIVE PROCEEDING. Claims must be brought in each party's individual capacity only, not as a plaintiff or class member in any purported class, consolidated, or representative proceeding, and the arbitrator may not consolidate more than one person's claims.

Before starting an arbitration, you and Refett agree to first try to resolve the dispute informally. You may send written notice describing the dispute and the relief sought to info@refett.com / 82 Wendell Ave STE 100, Pittsfield, Massachusetts 01201; we will send notice to the email or mailing address on your account. If the dispute is not resolved within 45 days after notice is received, either party may commence arbitration.

Arbitration will be administered by the American Arbitration Association under its Consumer Arbitration Rules then in effect and will take place in Pittsfield, Massachusetts, or another location as determined in accordance with the AAA Consumer Arbitration Rules, unless you and Refett agree otherwise. Except for the class-action waiver above, which only a court may decide, the arbitrator has exclusive authority to resolve any dispute about the interpretation, applicability, or enforceability of this arbitration agreement.

Opt-Out: You may decline this arbitration agreement by sending written notice to info@refett.com within 30 days after you first agree to these Terms, stating your name, the email address on your account, and that you decline to be bound by this Section. If you opt out, this Section will not apply to you, and the rest of these Terms will remain in effect.

If any part of this Section is found unenforceable, it will be severed and the remainder enforced, except that if the class-action waiver above is found unenforceable as to a particular Claim, that Claim (and only that Claim) must be brought in court rather than arbitration.

25. Governing Law

These Terms are governed by the laws of the Commonwealth of Massachusetts, without regard to conflict-of-law principles. Any Claim not subject to arbitration under Section 24 (including if you validly opt out) will be brought exclusively in the state or federal courts located in Massachusetts, and you consent to the jurisdiction of those courts.

26. Force Majeure

Refett will not be liable for any delay or failure to perform resulting from causes outside its reasonable control, including acts of God, natural disasters, pandemics, war, terrorism, internet or utility outages, or failures of third-party services the Platform relies on (such as hosting, payment, or identity-verification providers).

27. Severability; Miscellaneous

If any provision of these Terms is found invalid or unenforceable, that provision will be enforced to the maximum extent permissible and the remaining provisions will remain in full force and effect. Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between you and Refett. These Terms, together with our Privacy Policy, are the entire agreement between you and Refett regarding the Platform and supersede any prior agreements on that subject.

28. Notice to California Residents

Refett LLC, 82 Wendell Ave STE 100, Pittsfield, MA 01201, (503) 732-6134, provides the following notice to California residents under California Civil Code Section 1789.3: if you have a question or complaint regarding the Platform, you may contact us at the address and phone number above, or at info@refett.com. California residents may also reach the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210.

29. Electronic Signature and Communications

By checking the box indicating your agreement, submitting an appointment request, or otherwise using the Platform, you are electronically signing this Agreement. Your electronic signature has the same legal effect as a handwritten signature.

You also agree that Refett may provide notices, disclosures, and other communications required or permitted under these Terms electronically, including by email, through the Platform, or by posting on the Platform, and that such electronic communications satisfy any legal requirement that a communication be "in writing." You are responsible for maintaining a current email address and for ensuring you are able to access electronic communications. You may withdraw this consent by discontinuing use of the Platform and contacting us at info@refett.com, though withdrawal will not affect the validity of communications already sent.

30. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will provide notice (such as by posting on the Platform or updating the "Last Updated" date). Continued use of the Platform after changes take effect constitutes acceptance.

31. Contact Us

Questions about these Terms can be sent to info@refett.com