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Terms & Conditions

Welcome to Fluffy’s terms and conditions.


1. What this policy covers


This policy is an essential legal information that tells you things like:


  • The rules for using our services

  • What we need from you to provide our services

  • What to do if something goes wrong

  • These terms and conditions are an agreement between you and us (Fluffy/we/us). This is so you know the rules and your rights when you use our app, websites ( and services.


By using our services you agree to these terms. If you don't follow these terms, we might need to cancel your account.


2. Contacts


How to contact us


You can:


Email us at

Chat to our support team via the app

Or write to us at: Fluffy, Craig Tower, 1 Aqua Vista Square, London, E34EF


How we contact you

We will contact you in English via email or by phone.


We might also send you notifications in the app or via email when we need to tell you something important.


3. What we mean by our services


Our services fall into 2 categories:


(a) Clinical services


Our video and audio consultations, where you can talk with one of our medical professionals. This includes people like veterinarians, nurses and animal psychologists. Throughout these terms, we've called them practitioners.


These practitioners might give your pet a diagnosis, recommendation, or treatment. They may also prescribe to your pet, or refer your pet to someone else.


(b) Digital healthcare services


Services that give you health and lifestyle information through our apps or websites.


Our digital veterinarian services are for information only. They are not designed to diagnose you or provide you with medical advice or treatment. They should never be used as a replacement for a qualified medical professional.


We might also offer other health information tools from time to time.


4. What our services can and can't do


Our digital veterinary services are for information only. They are not designed to diagnose you or provide you with medical advice or treatment. They should never be used as a replacement for a qualified medical professional.


They are there to give you information relating to your pet’s health and wellbeing and to let you know about general causes, risks and possible next steps. They're not designed to be used instead of a veterinary professional.


Don't use any of these digital veterinary services in an emergency. Instead, call 999 or the emergency services immediately.


You should always talk to a qualified veterinarian if you have questions about your pet’s health or a medical condition. And before you make any decisions about your pet’s health.


There are some medical conditions that we won't be able to help you with in a video or phone consultation.


Depending on how you access them, you might not be able to get our full list of services.


Our services might be subject to other rules or restrictions. We'll let you know about these on our app or websites.


5. What we need from you


We need some things from you so that we can give you the best version of our service. 


These are:


Some personal information

An accurate record of your use of our service. So you only have to register once


We also need you to:


Let us know if any of our information about you is wrong or out of date

Make sure that any information you give to us is accurate and in English


6. Our services


Our veterinarians are based in the UK. They're members of the appropriate regulatory body. They're committed to best practice and any related standards.


Our practitioners might have different opinions on some medical conditions or symptoms. This doesn't mean that our services are at fault, it's normal for experts to have different views from time to time.


Your consultation


We'll arrange your consultation as soon as possible. We can't promise to offer consultations in a specific timeframe, or that a specific practitioner will be available at a particular time.


We record all consultations to make sure we're giving you the best service we can. 


If you don't think you've been able to clearly share your pet’s medical needs during a consultation, you should speak to a practitioner in person. If you're worried about any advice you've received, then you should book another appointment to discuss this.


Consultations with our practitioners shouldn't replace consultations with your regular veterinarian.


You should talk to your own veterinarian about any information you get from us.


You should contact emergency services or arrange follow-on care if one of our practitioners recommends it.


7. Your pet’s prescriptions and medicines


In the UK, we're able to prescribe medicines without face-to-face meetings.


We may refuse to prescribe to your pet if we think it's not safe or legal to do so.


We partner with other providers that provide your medicine. These aren't part of Fluffy and we can't take responsibility for their acts or mistakes.


We can't accept returns or give refunds on medicines.

8. What we need if you use our clinical services


Follow any instructions our practitioners give to you


Follow any instructions we give to you about how to use medicines or healthcare products we recommend or prescribe. This includes use-by dates.


Keep any medicines we prescribe to your pet securely and don't allow others (especially children) to use them


Tell a practitioner or your veterinarian if there are any bad or unexpected effects from anything we've recommended to your pet. Don't report these in the app. Or contact emergency services if you think it's necessary


We don't tolerate any abuse or offensive behaviour towards any Fluffy employees or practitioners. If we think that this is happening, then we can end your consultation or cancel your subscription.


9. Prices and how to pay

Some of our services are free and available to everyone in the UK. We may charge a fee for other services.


The price of our services are set out in our app or on our website when you register. Our prices may change at any time, but this will not affect the price of anything you have already ordered


All prices exclude VAT, where this applies


We automatically renew all subscriptions and take payment at the end of your existing subscription. That's unless you cancel it before the end of your subscription period.


We may stop providing our services to you if you don't pay on time. We'll let you know if our subscription prices change.


10. What you can't do with our services


When using our services, you must not use them:


For commercial purposes, like using on your own website for profit

For any improper or unlawful purpose, like interfering with or reverse engineering our app or website

Installing any virus or malware

If you do, we may suspend your access to our services or cancel your account and subscription.


We use anti-virus measures on our websites and app. But we can't promise that our services will always be virus-free.


11. Cancelling your subscription


We work hard to give you the best standard of clinical services. But if there's something you're not happy with, you can contact us to talk. Or you can cancel your subscription at any time.




The amount we will refund to you (if any) will depend on when you cancel and how you have used the services before you cancel.


If you cancel a pay-as-you-go consultation less than 2 hours before it starts, we will not refund you.


If you cancel within 14 days of registering for the services, we'll fully refund you.


This is unless you have used the app for consultations during this time. If you have, we'll reduce the amount of your refund (or take further payment from you) to recover the cost of any consultations.


We may also charge you for any products you have purchased during this time.


If you cancel your subscription after 14 days, the cancellation will take effect immediately. We won't take any further payment.


If you cancel because:


Our services are unavailable for 2 weeks or more

You don't agree with a change we made to these terms (including changes to our pricing); or

We haven't fixed or arranged a replacement service that we agreed to then we'll give you a refund that directly reflects the amount of time left in your subscription at the date you cancel.


We may end our agreement with you if:


We're unable to provide our services for reasons outside our control

You break these terms or the law relating to our services

You've put us in a position where we might break the law

You don't pay us on time

You've been abusive to anyone at Fluffy


12. If something goes wrong


Please contact us if something goes wrong. We'll do our best to fix the problem.

We provide our services as they're described and we don't make any other guarantees.


If we break these terms we will only be responsible for any losses that could have been foreseen when we entered into the terms.


Some of the things we can't be held responsible for include:


Loss or damage as a result of not following the instructions for using our services

Business losses to you (our services are for personal use only)

Any loss or damage as a result of your own breach of these terms or our privacy policy

Loss or damage from using other websites we link to from our app or website, including any retail partners we might work with or invite you to access. Fluffy doesn't recommend or endorse any websites or products that we link to. You must make your own decision about whether you want to access or use these.

Unless the law says otherwise, we will not award compensation for any amount higher than what you have paid us.


As far as we can under the law, Fluffy doesn't accept any other terms or rules (direct or indirect) that are outside of these terms.


If you can't get our services


There might be times outside our control when we can't provide our services.


We're not responsible if this happens, but if it does, we'll let you know as soon as we can. And we'll do anything we reasonably can to make sure you can use our services again as soon as possible.

13. How to make a complaint


If you have a complaint, please contact us and we'll do our best to fix the problem. We reply to all complaints in line with the rules and regulations that apply to our services.


You can email us at:


14. Changes to these terms


These terms are always available in our app and on our website. We change these terms from time to time. We may not always tell you when we make a change.


If we make any changes that affect your rights or what we need from you, then we'll let you know.


If you don't agree with the changes, you can cancel your subscription with us.


If you continue to use our services, we will assume that you're happy with any new terms.




These terms are an agreement between you and us (Fluffy). They do not apply to other people. Only you can take legal action on your agreement with us.


Legal decisions and judgements


These terms fall under laws of England and Wales. If you want to take legal action relating to these terms, it must be through the courts of England and Wales.

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