Legal
The agreement between PetGrid and a veterinary practice that subscribes to it.
Last updated 22 September 2026
These terms are an agreement between [TO CONFIRM: registered company name and address] ("PetGrid", "we") and the veterinary practice that subscribes to the service ("the Practice", "you"). By creating a practice on PetGrid or using it, you accept them on the Practice's behalf and confirm you are authorised to do so.
Pet owners who use the client app do so under the Practice's own relationship with them. They are not party to this agreement and are never charged by PetGrid.
PetGrid is practice-management software with a client-facing application carrying the Practice's own name, logo and colour. It covers appointment scheduling and requests, clinical records, immunisation and laboratory history, prescriptions and refill requests, care reminders, invoicing to the Practice's clients, and messaging between the Practice and those clients.
We provide the software. We do not provide veterinary care, veterinary advice, or any clinical judgement, and nothing PetGrid displays is a recommendation about the treatment of an animal.
PetGrid is a record-keeping and communication tool. It is not a diagnostic system and has not been submitted for or granted any regulatory clearance as a medical or veterinary device.
Care reminders, due dates and any similar prompts are generated mechanically from dates the Practice has entered. They are a convenience, not a clinical instruction, and they do not replace a veterinarian's judgement. The Practice remains responsible for every clinical decision and for meeting its own professional and record-keeping obligations.
The Practice is responsible for who it admits to its console and for the role it gives them. Roles control which screens a person can open: practice administrators can reach billing and settings, veterinarians and technicians reach clinical records, and front-desk staff reach scheduling, clients and invoicing.
Accounts are personal. The Practice must not share a single login between people, and must remove access promptly when someone leaves. Anyone the Practice grants administrator rights can change what every other member of that practice can see.
A new practice may use PetGrid free for 14 days from the day it is created, with no payment details required. When the trial ends, access to the console and to the Practice's client app is suspended until the Practice subscribes; there is no further grace period. Throughout the trial every member of staff sees how long is left.
A Practice that subscribes during its trial keeps the days remaining: the first charge is taken when the trial would have ended. Our payment processor requires at least 48 hours' notice of a first charge, so a Practice that subscribes in the last two days of its trial is charged from the day it subscribes.
The subscription is $259 per practice per month, plus $90 per veterinarian per month. All amounts are in USD and exclude any sales tax, VAT or GST, which is added where applicable.
A seat is a staff member recorded with the role of veterinarian. Vet technicians, nurses, front-desk staff and practice administrators do not count towards the seat charge, and neither does any pet owner using the client app.
The seat count is taken from the Practice's own staff list at the start of each billing period. If the Practice adds a veterinarian mid-period, the change takes effect from the following period; PetGrid does not pro-rate within a period in either direction.
Fees are billed monthly in advance and are not refundable for a period already begun, except where required by law.
We may change these fees on [TO CONFIRM: notice period for price changes, e.g. 30 days] written notice. If the Practice does not accept a change it may cancel before the change takes effect.
Invoices the Practice raises to its own clients are the Practice's. PetGrid is not the merchant of record for them, takes no percentage of them, and does not collect them on the Practice's behalf. PetGrid records what the Practice tells it was charged and paid.
Clinical records, client details, patient details and messages entered into PetGrid belong to the Practice. PetGrid holds and processes them on the Practice's instructions in order to provide the service, and does not sell them, rent them, or use them to train models.
Each practice's data is isolated from every other practice at the database level as well as in the application. The one exception is a platform administration view used by PetGrid staff for support and for counting billable seats; it is restricted to a named list of individuals.
The Practice is responsible for the accuracy of what it enters and for having the authority to enter it.
The Practice must not:
We aim to keep PetGrid available and to fix faults promptly, but the service is provided as is. We do not commit to a guaranteed uptime percentage, and we may take the service down for maintenance.
Support is available at petgrid@petgrid.vet. [TO CONFIRM: support hours and target response times, if any are offered]
PetGrid depends on third-party infrastructure listed in the Privacy Policy. An outage at one of those providers can interrupt the service, and is outside our control.
The Practice may cancel at any time, effective at the end of the current billing period.
If a payment fails, or the subscription ends, the Practice keeps full access for 7 days. Throughout that period every member of the Practice's staff sees a notice in the console giving the exact date access will pause, and the Practice's administrators can restore payment from it. If payment has not been restored by then, access to the console and to the Practice's client app is suspended. Nothing is deleted during a suspension, and access returns as soon as payment goes through.
Pet owners using a suspended Practice's client app are told only that it is unavailable and to contact the Practice directly. They are not told why.
We may also suspend or end access where the acceptable-use rules above are broken, or where we are required to by law.
On termination the Practice may export its records. We will keep them available for export for [TO CONFIRM: post-termination export window, e.g. 30 days] and then delete them, subject to the retention described in the Privacy Policy.
Nothing here excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.
Subject to that, neither party is liable for indirect or consequential loss, and PetGrid's total liability in any twelve-month period is limited to the fees the Practice paid in that period. [TO CONFIRM: whether this cap is acceptable to your insurer]
PetGrid is not liable for clinical decisions, for the accuracy of what the Practice enters, or for the Practice's compliance with its own regulatory obligations.
We may update these terms. Where a change materially reduces the Practice's rights we will give notice before it takes effect, and continuing to use PetGrid after that date is acceptance.
These terms are governed by the laws of [TO CONFIRM: governing jurisdiction], and the courts of that place have exclusive jurisdiction.
Questions about this document? Get in touch.