Terms of Service

These terms govern your practice's use of VetFlow, a clinical workflow and treatment board service for veterinary practices. "You" means the practice or practice group that subscribes, and everyone who signs in under that subscription. "We" and "VetFlow" mean the provider of the service.

By subscribing to VetFlow, or by signing in and using it, you agree to these terms. If you are agreeing on behalf of a practice, you confirm you have the authority to do so.

VetFlow reads the appointment schedule you already keep in your practice management system (PIMS) and turns it into a live treatment board: patients are checked in automatically, placed in the room with the doctor and nurse you mapped in your shift setup, given the standard visit checklist, and discharged when the visit closes in your PIMS.

VetFlow is a coordination tool. It is not your medical record, not your billing system, and not a diagnostic or clinical decision-making device. Your PIMS remains the authoritative medical and financial record for every patient. Nothing VetFlow displays should be treated as a substitute for professional veterinary judgment, and no clinical decision should be made on the basis of the board alone.

Our browser extension reads your scheduler. It does not write to your PIMS, does not modify your records, and does not submit charges or invoices on your behalf.

Logins are issued within your own practice. When you subscribe, the purchasing account becomes the practice owner, and that owner (or a practice manager they designate) issues logins to managers and practitioners. Some practices choose to use a shared per-clinic practitioner login rather than individual logins; that is your decision to make, and your responsibility to manage.

You are responsible for who has a login, for keeping credentials confidential, and for everything done under your practice's logins. Please tell us promptly if you believe a login has been compromised, and revoke access for anyone who leaves your practice.

Each login is scoped to your practice, and where you set it, to a specific clinic location. You must not attempt to access another practice's data, share credentials outside your practice, or use a login to reach records outside the scope it was issued for.

VetFlow is sold per clinic location, per month, on a recurring subscription. Every doctor, nurse, receptionist and screen at a licensed location is included — we do not charge per seat or per device.

Payments are processed by our payment provider. We do not store your full card details. Your subscription renews automatically each month at the then-current rate for the number of locations you are licensed for, until it is cancelled.

You can cancel at any time. Cancellation stops future renewals and ends access to VetFlow at the close of the period you have already paid for. Except where the law requires otherwise, we do not provide partial refunds for a period already begun.

If you add locations, the additional locations are billed from the point they are licensed. If a payment fails and is not resolved, we may suspend access to the affected practice until billing is brought current.

We may change pricing for future billing periods. If we do, we will give you notice before the change takes effect so you can decide whether to continue.

When using VetFlow, you agree not to:

Your data stays yours. We do not sell it, and we do not use one practice's clinical data to serve another practice. Every record VetFlow creates is scoped to the practice that owns it, and to the clinic location it belongs to.

Our Privacy Policy explains what we collect and how we handle it, and our Data Processing Addendum sets out the processor terms in more detail. Both form part of this agreement.

While your subscription is active, we retain your board, staff, visit and sync data so the service can function and so you can pull your own reports. When your subscription ends, we delete or de-identify your practice's data on the timeline described in the Privacy Policy. If you need an export before you leave, ask us and we will help.

We work hard to keep VetFlow available during clinic hours, and it has run in live daily patient care since its first build. That said, we do not promise uninterrupted service. Maintenance, third-party outages, internet failures, or a change on your PIMS vendor's side can all interrupt it.

Because of that, keep your PIMS as your source of truth and be prepared to run the day without the board if you need to. VetFlow should make a good workflow faster; it should never be the only thing holding your day together.

VetFlow reads from practice management systems we do not control. We are not responsible for your PIMS vendor's uptime, data accuracy, terms, or any change they make that affects how VetFlow reads your schedule. You are responsible for making sure your use of VetFlow alongside your PIMS is permitted by your agreement with that vendor.

VetFlow — the software, the interface, the Hannah assistant, the branding, and the underlying source code — remains our property. Your subscription grants your practice a limited, non-exclusive, non-transferable right to use the service for your own clinical operations for as long as your subscription is active. Nothing here transfers ownership of the software to you.

The source code and the application built from it are original works of authorship and are protected automatically by copyright from the moment they are fixed in a tangible medium — no registration, publication or copyright notice is required for that protection to exist. Under United States law, software source code is protected as a literary work under 17 U.S.C. § 102(a), with the exclusive rights of reproduction, adaptation and distribution reserved to the copyright owner under 17 U.S.C. § 106, and equivalent protection applies internationally under the Berne Convention. The non-public portions of the code, together with its architecture, logic and internal design, are also maintained as trade secrets under the Defend Trade Secrets Act (18 U.S.C. § 1836) and applicable state trade-secret law.

Accordingly, you may not copy, decompile, disassemble, reverse-engineer, republish or create derivative works from the software or its source code, except to the narrow extent such an act cannot lawfully be prohibited. Unauthorised copying or disclosure of the code may give rise to statutory copyright and trade-secret remedies in addition to any remedy under these terms.

If you send us feedback or feature ideas, we may use them to improve the service without owing you compensation. That does not give us any rights to your clinical data.

VetFlow is provided "as is" and "as available". To the fullest extent the law allows, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

To the fullest extent the law allows, we are not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, lost data, or lost goodwill. Our total liability for any claim relating to the service is limited to the amount your practice paid us in the twelve months before the claim arose.

Nothing in these terms limits liability that cannot lawfully be limited.

You may stop using VetFlow and cancel your subscription at any time. We may suspend or terminate access if a subscription goes unpaid, if these terms are breached in a way that puts other practices or the service at risk, or if we are required to by law. Where circumstances allow, we will tell you first and give you a chance to put it right.

On termination, your right to use the service ends, and data handling follows the Privacy Policy and the Data Processing Addendum.

We may update these terms as the service changes. When we make a material change, we will update the date at the top of this page and let subscribed practices know. Continuing to use VetFlow after a change takes effect means you accept the updated terms.

Questions about these terms, your subscription, or a data request can be raised with us directly through the contact details provided to your practice, or through the demo request form on this site.