Terms of Use for Pet Owners

1.1 These terms of use apply to the use of the Petla platform by pet owners (hereinafter "User"). They govern the contractual relationship between the User and Petla UG (haftungsbeschränkt), Brühler Straße 183, 50968 Köln, registered in the commercial register of the Amtsgericht Köln under HRB 116243 (hereinafter "Petla").

1.2 The Petla platform enables pet owners to book veterinary appointments online (on-site appointments and house calls) and to conduct video consultations with veterinarians.

1.3 Separate terms and conditions apply to veterinary practices and animal clinics, which are available at petla.app/agb-tierarzt.

1.4 By using the platform (in particular by booking an appointment or confirming during registration), the User accepts these terms of use in their current version.

2.2 Intermediary role: Petla exclusively provides the technical infrastructure. The treatment contract is concluded solely between the User and the respective veterinarian. Petla is not a party to this contract and does not owe any medical success or specific consultation results. The veterinarian alone is responsible for the quality and accuracy of veterinary advice.

2.3 Use of the platform is free of charge for pet owners. Fees set by the veterinarian may apply for video consultations; these are transparently displayed to the User before booking.

3.1 Booking an on-site appointment or house call is done via the booking widget of the respective veterinary practice. The User provides their contact details, pet information, and the reason for the visit.

3.2 The booking constitutes a binding offer from the User to the veterinarian. The contract between the User and the veterinarian is concluded upon confirmation by the veterinarian or practice, which is sent to the User by email.

3.3 Files may be uploaded during the booking process (e.g., photos, existing findings). Permitted formats are JPEG, PNG, and PDF. A maximum of three files of up to 5 MB each are allowed.

3.4 Booking on-site appointments and house calls is free of charge for the User.

4.1 Booking a video consultation is done via the booking page of the respective veterinarian at video.petla.app. The price is set by the veterinarian and transparently displayed to the User before booking. Free video consultations are possible.

4.2 Payment for paid video consultations is processed by credit card via the payment service provider Stripe. Upon receipt of payment, the booking is forwarded to the veterinarian. After confirmation by the veterinarian, the User receives an access link by email.

4.3 Video calls are not recorded by Petla.

4.4 Participation in a video consultation requires a current web browser with camera and microphone access and a stable internet connection. The User is responsible for providing these technical requirements.

4.5 Files may be uploaded during the booking process (e.g., photos, findings). Permitted formats are JPEG, PNG, HEIC, and PDF. A maximum of five files of up to 10 MB each and a total maximum of 25 MB are allowed. Uploaded files are automatically deleted after the appointment is completed.

4.6 Important notice: The video consultation does not replace emergency treatment. In case of acute emergencies or serious health issues with your pet, please visit a veterinary practice or emergency clinic in person immediately.

The User undertakes to:

• (i) provide truthful and complete information during booking and registration, in particular regarding contact details, pet data, and health information;
• (ii) attend booked appointments reliably and punctually or cancel them in a timely manner via the platform;
• (iii) have suitable technical equipment for video consultations and ensure a quiet environment;
• (iv) not use the video consultation for acute veterinary emergencies, but instead seek a veterinarian in person immediately in such cases;
• (v) use the platform exclusively for its intended purpose and refrain from actions that impair the platform's functionality or infringe the rights of third parties;
• (vi) communicate politely and factually via the platform.

In the event of repeated or serious violations of these obligations, Petla is entitled to exclude the User from further use of the platform.

6.1 On-site appointments: Booked appointments can be cancelled via the platform or the link provided in the confirmation email. Cancellation conditions (deadlines, any cancellation fees) are set by the respective veterinary practice and displayed to the User during booking.

6.2 Video consultation: Booked video consultations can be cancelled via the platform. Refund decisions are made by the respective veterinarian; processing is handled via Stripe.

6.3 In case of no-show by the User, there is no automatic entitlement to a refund.

7.1 The User has a 14-day right of withdrawal pursuant to § 355 BGB when booking paid services (in particular video consultations).

7.2 Withdrawal instruction: You may withdraw your contractual declaration within 14 days without giving reasons in text form. The period begins on the day of the appointment confirmation. To meet the deadline, it is sufficient to send the withdrawal in time to info@petla.app.

7.3 Consequences of withdrawal: In the event of an effective withdrawal, payments already made will be refunded within 14 days.

7.4 Early expiry: For video consultations that take place at your express request before the expiry of the withdrawal period, you agree during booking that the veterinarian may begin providing the service before the withdrawal period expires. The right of withdrawal expires upon complete provision of the service (completed video consultation).

8.1 Petla processes the User's personal data in accordance with the General Data Protection Regulation (GDPR). Details are described in the privacy policy at petla.app/datenschutz.

8.2 In the course of use, the following data is processed in particular: contact data (name, email, phone), pet data (name, species, breed, date of birth), health information (reasons for treatment, uploaded documents), appointment details, and technical data (IP address). The legal basis is Art. 6(1)(b) GDPR (performance of contract).

8.3 Consent to marketing communications is optional and can be revoked at any time with effect for the future.

8.4 The booking page uses a technically necessary cookie (CSRF protection) and — with your consent — analytics cookies. Consent is obtained via Usercentrics and can be revoked at any time.

9.1 Petla is not a provider of veterinary services. The respective veterinarian is solely responsible for the quality, accuracy, and success of veterinary consultations and treatments. Claims arising from the treatment relationship are directed exclusively against the veterinarian.

9.2 Petla is liable without limitation for damages resulting from injury to life, body, or health, as well as for intentional misconduct and gross negligence.

9.3 In cases of simple negligence, Petla is liable only for the breach of material contractual obligations (cardinal obligations), limited to the foreseeable, typically occurring damage. Material contractual obligations are those whose fulfillment is essential for the proper use of the platform.

9.4 Petla cannot guarantee uninterrupted availability of the platform and video connection. In the event of technical problems that are not attributable to Petla, there is no entitlement to a refund or repetition.

9.5 Liability under the German Product Liability Act remains unaffected.

10.1 The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).

10.2 Petla is entitled to amend these terms of use with effect for the future. Changes will be communicated to the User in text form in a timely manner. If the User does not object to the changes within 14 days of receiving the notification, the amended terms are deemed accepted. Petla will inform the User in the amendment notification of the significance of the deadline and the consequences of failing to object.

10.3 Should individual provisions of these terms of use be or become invalid, the validity of the remaining provisions shall remain unaffected.

10.4 Contact: info@petla.app