Terms & Conditions

Effective Date: August 2026 · Document Ref: ISAPET-TERMS-2026-V1

Welcome to Isapet Veterinary Clinic ("Isapet", "Clinic", "we", "us", or "our"). These Terms and Conditions ("Terms") govern your access to and use of our digital platform, online client registration and intake forms, e-commerce store, appointment booking services, Pet Travel & Relocation Hub, and interactive review and testimonial submission features.

By accessing our platform, registering an account, submitting digital forms, purchasing products, booking veterinary services, or uploading files/images, you agree to be bound by these Terms and our Privacy Policy. If you do not agree with any part of these Terms, you must refrain from using our online services.

2. Veterinary Clinical Services & Appointment Bookings

2.1 Service Booking & Scheduling

Our online portal allows clients to schedule clinical consultations, surgical evaluations, routine vaccinations, grooming sessions, and pet relocation consultations. Appointment requests submitted online are subject to confirmation by our clinical administration team.

2.2 Cancellations & Rescheduling

We request at least 24 hours' notice for cancellation or rescheduling of standard clinical and grooming appointments. Specialized procedures and Pet Travel consultations may require prior booking deposits, which are refundable according to specific cancellation timeframes detailed at booking.

2.3 Emergency Veterinary Care Disclaimer

3. Pet Travel & Relocation Hub Terms

• Client Responsibility for Documentation: Pet owners are responsible for ensuring that all uploaded owner identification, pet passports, vaccination history, and permit applications submitted via PDF or image are authentic, accurate, and up to date.
• Government & Regulatory Compliance: Import/export health permits, microchip verification, and rabies antibody titration tests (RNATT) are subject to strict regulatory timelines determined by destination countries. Isapet administers clinical requirements but is not liable for regulatory changes enacted by foreign governments.
• Third-Party Carrier Disclaimers: Airline regulations, crate dimensions, flight cancellations, and customs clearance procedures are under the sole control of third-party transport providers and government customs agencies. Isapet is not responsible for travel delays or rejections arising from carrier or customs decisions.

4. E-Commerce Store, Orders & Pharmaceuticals

4.1 Product Catalog & Pricing

All products, therapeutic diets, supplements, and pet accessories listed on the Isapet e-store are subject to availability. Prices are quoted in Kenyan Shillings (KES) and include relevant statutory taxes unless stated otherwise.

4.2 Prescription Medications & Clinical Diets

Dispensing of prescription veterinary medications through our e-store strictly requires a valid veterinary prescription issued by an Isapet veterinarian or an uploaded PDF prescription from a recognized licensed practitioner. We reserve the right to verify prescription validity before dispatching pharmaceutical items. See our Prescription Policy for full details.

4.3 Order Fulfillment, Shipping & Returns

Orders are processed upon confirmation of payment. Product returns or exchanges for non-pharmaceutical supplies are accepted within 7 days of delivery, provided items remain unopened in original packaging. Veterinary pharmaceuticals, prescription diets, and refrigerated products cannot be returned once dispatched due to biosecurity and quality control regulations. See our Returns Policy for full details.

5. User Account, Client Forms & File Upload Guidelines

5.1 Digital Client Forms & Accuracy

When completing online patient registration forms, pre-surgery consents, or travel questionnaires, you warrant that all information provided is true, current, and complete. Inaccurate medical history provided by owners may compromise pet health outcomes.

5.2 Document & Media Upload Standards

By uploading files, you represent and warrant that you own or have full legal authorization to submit the documents and images, that the files are free of viruses, malware, or harmful scripts, and that they do not contain unlawful, defamatory, deceptive, or infringing content.

6. Reviews, Testimonials & User Content License

• Grant of License: By submitting a review or uploading a testimonial photo to our public portal, you grant Isapet Veterinary Clinic a non-exclusive, worldwide, royalty-free, perpetual license to display, reproduce, format, and feature the review text and accompanying pet images on our website, social media, and promotional collateral.
• Moderation & Right of Removal: Isapet reserves the right to review, edit for length, or refuse to publish any submission that contains profanity, false statements, competitor advertising, or non-pet related material.
• Withdrawal of Consent: If you wish to remove a previously published pet photo or testimonial, you may email isapetvetclinic@gmail.com.

7. Intellectual Property & Limitation of Liability

7.1 Intellectual Property

All website content, software code, graphic interfaces, trademarks, clinic logos, and educational materials are the exclusive property of Isapet Veterinary Clinic or its licensors and are protected by intellectual property laws.

7.2 Medical & General Disclaimer

Information published on our website, blog, or e-store product descriptions is provided for general educational purposes and does not constitute a definitive clinical diagnosis. Professional veterinary examination is required for all health conditions.

7.3 Limitation of Liability

To the maximum extent permitted by applicable law, Isapet Veterinary Clinic shall not be liable for indirect, incidental, or consequential damages resulting from platform downtime, courier delivery delays, or third-party airline schedule changes.

8. Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya. Any dispute, controversy, or claim arising out of or relating to these Terms, veterinary services, or e-commerce purchases shall be submitted to amicable resolution failing which it shall be referred to the exclusive jurisdiction of the competent courts in Mombasa, Kenya.

Questions Regarding These Terms?