Terms of Use

1. Who we are

The website, the pet-parent area, the clinic dashboard, the provider dashboard and the clinic websites available under NOA.VET (together, the “Platform”) are operated by:

(“My solutions SARLS”, “we”, “us”). You can reach us at contact@noa.vet for any question about these terms.

2. Acceptance of these terms

These Terms of Use form a contract between you and My solutions SARLS. Please read them carefully, together with the Privacy Policy.

• When you create an account, book an appointment without an account or place an order without an account, you are asked to tick a box stating that you have read and that you agree to these terms and to the Privacy Policy. Without that agreement the account, booking or order cannot be completed.
• We keep a record of your agreement (date, time and version of the documents).
• The Platform is reserved for adults (18 years or older) who have the legal capacity to enter into a contract. A minor may only use it through a parent or legal guardian, who then accepts these terms and is responsible for that use.
• You confirm that the information you give — about yourself and about your animals — is true and up to date. Using a false identity or giving false information may lead to the closure of your account and to civil or criminal liability.

3. Definitions

• Pet parent: a person who uses the Platform for their own animals — to find a professional, book, keep a health record, exchange messages or order products.
• Clinic: a veterinary practice, and the veterinarians and staff working under its authority, that uses the Platform to manage its agenda, its patient records and its public page.
• Provider: an independent pet-care professional (pet sitter, dog walker, groomer, boarding, trainer and similar) offering services through the Platform.
• Professional: a Clinic or a Provider.
• Content: anything you put on the Platform — texts, photos, videos, comments, reviews, messages, documents.

4. What the service is — and is not

The Platform lets pet parents find a Professional, see availabilities, request and manage appointments, receive confirmations and reminders, keep a health record for each animal, exchange messages, take part in the community, and reserve products for pick-up at a Clinic. It lets Professionals manage their agenda, their clients and patients, their public page and their communication.

5. Your account

• An account is personal. Keep your password confidential, use a password that you do not use elsewhere, and switch on two-step verification where it is offered.
• You can sign up with an e-mail address and a password, with a sign-in link sent by e-mail, or with a Google account where available. We may check your e-mail address or your mobile number with a code before an account, a booking or an order is confirmed, to protect Professionals against invalid requests.
• Tell us without delay at contact@noa.vet if you believe someone else has used your account. You are responsible for what is done from your account until you have told us.
• A staff account of a Clinic is created by the Clinic’s administrator and stays under the Clinic’s control.
• You can close your account at any time (section 17).

6. Appointments with veterinary clinics

• A booking is a request addressed to the Clinic. The contract for the consultation is concluded between you and the Clinic. The Clinic may confirm, move or decline an appointment, for example where the reason for the visit does not match the selected slot.
• Cancellation and lateness. If you cannot attend, cancel or move the appointment as early as possible, from your account or by contacting the Clinic. The Clinic’s own cancellation and no-show rules apply; where the Clinic has published them or asks for a deposit, you are informed before you confirm. Changes made shortly before the appointment must be arranged with the Clinic directly.
• Reminders and waiting list. We send confirmations and reminders by e-mail and, where the Clinic has switched it on, by text message. A reminder that is not received does not release you from the appointment. If you join a waiting list, you are told when a slot frees up; the slot is yours only once you have confirmed it.
• Fees. The fees for a consultation, and any deposit, are set and collected by the Clinic. Prices shown on the Platform are indicative; the final price depends on the examination. Where a payment link is offered, the payment is made to the Clinic through the Clinic’s own payment provider; we never receive or hold your money and we are not the payee.
• Remote advice. Where a Clinic answers you by message, it decides alone whether a question can be handled remotely or requires a physical examination.

7. Pet-care providers

Providers are independent businesses or individuals. They alone decide on their services, prices, availabilities and conditions, and they alone are responsible for performing the service and for holding the authorisations and insurance their activity requires. A booking or a request made through the Platform creates a contract between you and the Provider only. We do not check each Provider’s premises or services and we do not guarantee a particular result. Before you entrust an animal to a Provider, share any relevant information about its health and behaviour.

8. Clinic shops: orders for pick-up

• A Clinic may present products on its page. Products are not sold online. An order placed through the Platform is a reservation for pick-up: the product is set aside for you at the Clinic, and the sale is concluded and paid at the Clinic when you collect it. No payment is taken on the Platform.
• If you are signed in, the order is attached to your account. If you are not, we ask for your name, your e-mail address and your mobile number, and we text you a code; the order is passed on to the Clinic only once the code is confirmed. You and the Clinic each receive a confirmation by e-mail.
• The Clinic is the seller and is responsible for the products, their description, their price, their availability and compliance with the rules that apply to them. The Clinic may decline or cancel a reservation (for example when a product is out of stock) and tells you so.
• You are free not to proceed with the purchase; please cancel a reservation you no longer want, from your account or by contacting the Clinic, so that the product can be released.

9. Health record, documents and sharing

You can record information about your animals (identity, microchip, weight, vaccinations, treatments, documents). You decide what you enter and with whom you share it: you may share a pet with another pet parent or give a Professional access to part of the record, and you can withdraw that access. The medical record that a Clinic keeps about the animals it treats is the Clinic’s record; ask the Clinic for any correction or copy of it. The health record on the Platform is a convenience for you and does not replace the official documents issued by your veterinarian (for example the EU pet passport).

10. Artificial-intelligence features

Some features use artificial intelligence: the assistant that suggests which kind of professional to consult, the wellness coach, the voice dictation that helps a veterinarian write consultation notes, breed suggestions, and the automatic check of photos and videos before they are published.

• These features are identified as such. Their output is generated automatically, may be incomplete or wrong, and is general information only — never a diagnosis, a prescription or a substitute for a veterinarian.
• Clinical notes produced with voice dictation are reviewed and validated by the veterinarian, who remains solely responsible for the medical record.
• Do not enter information you do not want processed by our AI service providers. How this data is handled is described in the Privacy Policy.

11. Community, messages and content rules

11.1 Your Content

You remain the owner of your Content. You grant My solutions SARLS a non-exclusive, free, worldwide licence to host, reproduce, adapt to technical formats and display it on the Platform, for the sole purpose of operating the service, for as long as the Content stays online. You confirm that you hold the rights needed and that people who can be recognised in your photos or videos have agreed.

11.2 What is not allowed

You must not publish or send Content that is illegal or that:

• is sexual, pornographic, violent, cruel to animals, hateful, discriminatory, harassing, threatening or defamatory;
• contains another person’s personal data, image or private correspondence without their agreement;
• infringes intellectual-property rights, or is misleading, fraudulent or presented as professional veterinary advice when it is not;
• advertises the sale of animals in breach of the law, prescription medicines, or unrelated products and services; or is spam.

You must not use the Platform to make bookings or orders you do not intend to honour, to collect data about other users, to probe, scan or overload our systems, to get around security measures, or to access data that is not yours.

11.3 How we moderate

• Automatic check at upload. Photos and videos are checked by an automated tool before publication for sexual, violent or otherwise inappropriate content. If an upload is refused, you are told immediately and given the reason.
• Human review. We may review, restrict, hide or remove Content, and suspend or close an account, where these terms or the law are breached. We act in a diligent, objective and proportionate manner and take your rights and legitimate interests into account.
• Reporting. Anyone can report Content they consider illegal or contrary to these terms by writing to contact@noa.vet, stating where the Content is and why it is a problem. We handle reports without undue delay.
• Reasons and review of our decisions. When we remove Content or restrict an account, we tell the user concerned why, unless the law prevents us from doing so. If you disagree with a moderation decision — including an automatic refusal — write to contact@noa.vet and a person will re-examine it.

This address is also our single point of contact for users and for the authorities under the EU Digital Services Act (Regulation (EU) 2022/2065); you may write to us in English, French or German.

11.4 Reviews and recommendations

Where reviews or recommendations are available, they must reflect a genuine personal experience. The order in which Professionals are listed depends on the search criteria you enter (such as location, speciality and availability).

12. Prices

Using the Platform as a pet parent is free of charge. The cost of your device and of your internet or telephone connection is yours. The services of Professionals are charged by them. The conditions under which Professionals use the Platform (including any subscription) are set out in the offer accepted by each Professional.

13. Intellectual property

The Platform — its software, structure, databases, texts, graphics, logos and the name NOA.VET — is protected by intellectual-property law and belongs to My solutions SARLS or its licensors. You receive a personal, non-exclusive, non-transferable right to use it in accordance with these terms. You may not copy, extract, resell, reverse-engineer or reuse substantial parts of the Platform or of its databases, except where the law expressly allows it.

14. Availability and changes to the service

We work to keep the Platform available and secure and to fix faults quickly, and we announce planned maintenance where we reasonably can. Like any online service, the Platform may be interrupted by maintenance, failures of networks or third-party services, or events beyond our control; our duty in this respect is one of means, not of result. We may improve, change or withdraw features; where a change materially reduces what you can do, we tell you in advance.

15. Our liability

• We are responsible for providing the Platform with reasonable care and skill. We are not responsible for the acts, omissions, advice, care, services, products or prices of Professionals, nor for the accuracy of the information they or other users publish.
• We are not liable for damage caused by a wrong use of the Platform, by false or incomplete information you provided, by a failure of your own equipment or connection, or by an event of force majeure.
• Towards Professionals, and to the extent the law allows, we are not liable for indirect loss (such as loss of revenue, clients or data), and our total liability for a calendar year is limited to the amounts paid by the Professional for the Platform during the twelve months before the event.
• Nothing in these terms excludes or limits our liability for wilful misconduct or gross negligence, for death or personal injury, or any liability that cannot be excluded by law. If you are a consumer, nothing in these terms takes away the rights you have under the mandatory consumer-protection rules that apply to you, in particular the Luxembourg Consumer Code.

16. Additional terms for professionals

If you use the Platform as a Clinic, a veterinarian or a Provider, the following also applies.

• Who you are. You confirm that you are entitled to practise your activity in the country where you offer it, that you hold the registrations, authorisations and insurance it requires (for veterinarians: authorisation to practise and registration with the competent professional body), and that you will tell us without delay if that changes. We may ask for evidence and suspend a profile until it is provided.
• Your information. You are responsible for your profile, your public page, your opening hours, your agenda, your prices and your products, and you keep them accurate and up to date. You manage your own agenda and honour the appointments and orders you accept.
• Your professional duties. You practise in complete independence and remain solely responsible for your professional acts, for respecting the rules of your profession (including professional secrecy, the rules on advertising and on the supply of veterinary medicinal products) and for the records the law requires you to keep. The Platform is a tool; it does not replace your judgement.
• Shop. You are the seller of the products you present. You only present products you are allowed to supply, with accurate descriptions and prices including VAT, and you do not present prescription-only veterinary medicinal products for reservation.
• Personal data. For the data of your clients and patients you are the controller and we act as your processor. By accepting these terms you accept the data-processing terms set out on the GDPR page, which form an integral part of these terms. You are responsible for informing your clients and for having a legal basis for the data you enter or import.
• Communication. You use the messaging, reminder, e-mail and text-message features only for your relationship with your own clients and in compliance with the rules on unsolicited communications.
• Team accounts. You are responsible for the accounts you create for your team, for the access rights you give and for removing access when someone leaves.
• Fees. The price, duration, invoicing and termination conditions of your subscription, where one applies, are those of the offer you accepted.

17. Suspension and termination

• By you. You can stop using the Platform and delete your account at any time, free of charge, from your profile or account page. Appointments and orders already agreed with a Professional remain to be handled with that Professional. Professionals terminate in accordance with their offer.
• By us. We may suspend or close an account that breaches these terms or the law, that is used fraudulently or that puts the security of the Platform or of other users at risk. Except in serious or urgent cases, we warn you first and give you the opportunity to respond. We may also close accounts that have been inactive for a long period, after notice.
• Afterwards. What happens to your data when an account is closed is described in the Privacy Policy. Clauses that by their nature continue to apply (intellectual property, liability, applicable law) survive termination.

18. Personal data

We process personal data in accordance with Regulation (EU) 2016/679 (the General Data Protection Regulation, “GDPR”) and the Luxembourg Act of 1 August 2018 on the organisation of the National Commission for Data Protection and the general data-protection framework. The Privacy Policy explains what we collect, why, for how long and what your rights are; the GDPR page explains who is responsible for which data. Both form part of these terms.

A limited number of our authorised staff, bound by confidentiality, may access data where this is necessary to maintain or repair the service or to answer a request for support.

19. Changes to these terms

We may change these terms, for example when the service or the law changes. The current version and its date are shown at the top of this page. When a change is material, we inform account holders in advance and ask them to agree to the new version the next time they sign in; if you do not agree, you may close your account. For a booking or an order without an account, the version in force on the day you tick the box applies.

20. Complaints, mediation, law and courts

• Talk to us first. If something goes wrong, write to contact@noa.vet. We acknowledge complaints promptly and aim to answer within one month. A complaint about care, a service or a product concerns the Professional, whom you should contact directly; we will help you reach them.
• Consumer mediation. If you are a consumer and we cannot resolve your complaint, you may turn, free of charge, to the Luxembourg national consumer mediation service (Service national du Médiateur de la consommation, www.mediateurconsommation.lu). Consumers living in another EU Member State can also get help from the European Consumer Centre of their country.
• Applicable law. These terms are governed by the law of the Grand Duchy of Luxembourg. If you are a consumer living in another EU Member State, you also keep the protection of the mandatory rules of the country where you live.
• Courts. For Professionals, the courts of Luxembourg City have exclusive jurisdiction. If you are a consumer, you may bring proceedings before the courts of Luxembourg or of the country where you live, and proceedings against you may only be brought before the courts of the country where you live.

21. Final provisions

If a clause of these terms is held to be invalid or unenforceable, the other clauses remain in force. The fact that we do not enforce a right at a given time does not mean that we waive it. These terms are written in English; where a translation is provided, the English version prevails in case of difference, without prejudice to the rights of consumers. For any legal question, write to contact@noa.vet.