Terms of Service

Last updated 25 July 2026

Who we are

Pawline is operated by ConciergeVet Ltd, Bretton, Wycombe Road, Studley Green, Buckinghamshire, HP14 3XA ("Pawline", "we", "us"). "You" means the account holder using the service.

What Pawline is

Pawline is a lifelong health record for dogs and cats. It brings a pet's bloodwork, consultation notes, test-kit results and your own observations into one place, reads them together over time, and produces a body-systems view and a composite Healthspan Score. Reading new records into it, and the reading itself, are part of a membership; whatever has already been read stays readable to you for good, including if you stop paying. The reading is computed deterministically from your pet's own results and published methods; it is not written or reviewed by a veterinary surgeon unless you are on a plan that expressly includes that. Depending on your plan, Pawline can also generate a vet-ready blood order to take to your own vet, and arrange mail-in test kits.

Pawline supports veterinary care; it does not replace it

This is the most important part of these terms. Pawline is an informational and preventive-screening tool. It is informed by published veterinary literature, but it is not an externally validated diagnostic instrument, and the Healthspan Score, biological-age estimate and readings are not a diagnosis. The reading describes what your pet's own numbers are doing, against published reference ranges and against that pet's own history. It does not tell you what is wrong with your animal, and it does not tell you what to do.

In the terms the RCVS uses: Pawline does not take your animal "under the care" of a veterinary surgeon, it does not carry out a clinical assessment for the purpose of prescribing, and it does not prescribe. Your pet remains under the care of your own veterinary practice, and Pawline is not a substitute for hands-on examination, diagnosis or treatment by them. Always use your own judgement and your vet's advice. If your pet is unwell, in pain, or you are worried, contact your vet. In an emergency, contact your vet or an emergency veterinary service immediately. Do not delay seeking care, and do not start, stop or change any treatment, because of anything you read in Pawline.

Eligibility and your account

• You must be at least 18 years old to use Pawline.
• Give accurate account and pet information, and keep it up to date. The quality of an assessment depends on the accuracy of what is on file.
• Keep your sign-in secure. You are responsible for activity under your account; tell us promptly if you think it has been compromised.

Subscriptions, billing and cancellation

• Paid plans are billed through Stripe, monthly or annually, and renew automatically until cancelled.
• You can cancel at any time from your account (via the Stripe customer portal). Cancellation stops future renewals; your plan then runs to the end of the period you have paid for.
• Prices may change; we will give you reasonable notice before a change affects you, and you can cancel if you do not accept it.
• Refunds are handled in line with your legal rights as a consumer and [insert your refund policy here].
• Some features depend on fulfilment we may not offer in every area or on every plan; where a plan is shown as "coming soon" or on a waitlist, it is not yet available for purchase.

Your data and content

Your pet's records are yours. By adding them to Pawline you grant us the licence needed to store and process them to provide the service, including parsing uploaded documents, generating assessments, and having a vet review them. You confirm that you are entitled to upload the information you add and that it is accurate to the best of your knowledge. How we handle your information is set out in our Privacy Policy.

Acceptable use

When using Pawline, you agree not to:

• upload information you do not have the right to share, or another person's or animal's records without authority;
• misuse the service, attempt to access accounts or data that are not yours, or interfere with its security or operation;
• copy, scrape, reverse-engineer or resell the service or its content except as the law allows;
• rely on Pawline in a way that these terms tell you not to (see the section on veterinary care).

Intellectual property

Pawline, its brand, software, and the methodology behind the Healthspan Score and the analysis remain our property (and our licensors'). We grant you a limited, personal, non-transferable right to use the service for your own pets while your account is active. The signed assessment and report we produce for your pet are yours to keep and share with your vet.

Third-party services

Pawline relies on third parties (for example your own veterinary practice, the laboratories that run kits, and payment and infrastructure providers). We are not responsible for the acts, omissions, availability or pricing of those third parties, and your dealings with your own vet are between you and them.

Availability and disclaimers

We work to keep Pawline available and accurate, but we provide it "as is" and "as available". To the extent permitted by law, we do not warrant that the service will be uninterrupted, error-free, or that any assessment will detect or predict every condition. The veterinary-care section above applies to all use of the service.

Liability

Nothing in these terms limits any liability that cannot be limited by law, including liability for death or personal injury caused by negligence, or for fraud. Subject to that, to the extent permitted by law we are not liable for indirect or consequential loss, or for loss arising from your reliance on the service contrary to the veterinary-care section, and our total liability to you is limited to the amount you paid us in the twelve months before the claim.

Termination

You can stop using Pawline and delete your account at any time. We may suspend or end your access if you breach these terms or where we must to protect the service or others. You can export or download your pet's signed reports before you leave.

Changes to these terms

We may update these terms as the service develops. When we make a material change we will update the date above and, where appropriate, let you know by email or in the app. Continuing to use Pawline after a change means you accept the updated terms.

Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction, without affecting any mandatory consumer-protection rights you have where you live.

Contact

Questions about these terms: support@pawline.vet.