Effective from: 2026-07-01.
A single document applicable both to pet owners and to veterinarians/practices that use the platform. The specific economic and professional terms for veterinary practices (including the “special conditions” and the clauses under Arts. 1341-1342 of the Italian Civil Code) are governed by a separate service agreement.
1. Who we are
Veterly is a platform (mobile app, web app and website) owned and operated by Bake One S.r.l. (“Veterly”, “we”, the “Company”):
- Registered office: via Carlo Farini n. 5, 20154 Milan (Italy)
- Tax code / VAT no. / registration with the Register of Companies of Milan Monza Brianza Lodi: 11745420965
- Certified email (PEC): bakeone@legalmail.it — Email: info@veterly.com
Use of the platform implies acceptance of these Terms. If you do not accept them, do not use the service. If you are a consumer, these Terms apply in addition to — and without prejudice to — the mandatory rights granted by Legislative Decree 206/2005 (Consumer Code).
2. Definitions
- Platform / Service: the Veterly app, web app and website and their features.
- User: anyone who registers and uses the Platform.
- Pet owner: a user who manages their own animals and interacts with veterinary practices.
- Veterinary practice / Veterinarian: a professional or practice that uses the Platform in a professional context.
- Content: data, texts, photos, documents and materials uploaded by Users.
3. Description of the service
Veterly allows you, among other things, to:
- create and manage the profiles of your animals and a clinical diary;
- book visits and request consultations with veterinary practices;
- chat with practices, sending photos and documents;
- carry out video consultations;
- receive notifications and reminders;
- make use of assistant and reception features based on artificial intelligence;
- manage payments for services.
Veterly is a technological intermediation tool: the care relationship and the veterinary service take place directly between the User and the veterinary practice. We reserve the right to modify, suspend or discontinue individual features, giving notice where reasonably possible.
4. Registration and account
- Registration requires a name, email address and password (or sign-in via third-party providers, e.g. Google). Authentication is managed through the identity provider Clerk.
- You must be at least 18 years old and provide truthful and up-to-date information.
- You are responsible for the confidentiality of your credentials and for activities carried out through your account. Notify us promptly of any unauthorised use.
- To complete registration you must accept these Terms and the Privacy Policy. Verification of your email address may be required.
- By creating the account, you agree that the registration confirmation and these Terms be sent to you by email at the address provided.
- Any connection costs (data, telephone) for accessing the Platform are your responsibility, according to your operator’s rates.
5. User roles
The Platform is used both by pet owners and by veterinarians/practices. These Terms govern the general use of the Platform for both. The economic, professional and liability terms applicable to veterinary practices (e.g. subscriptions, commissions, professional obligations) are the subject of a separate service agreement; in the event of conflict, that agreement prevails for practices as regards the matters it governs.
6. Proper use of the Platform
You undertake not to:
- enter false, unlawful data or data harmful to the rights of others;
- upload content that infringes the law or intellectual property rights;
- attempt to access unauthorised areas or data, or compromise the security and integrity of the Service;
- use the Platform for purposes other than those intended, or in an automated/bulk manner that is not authorised;
- use the communication features for unsolicited or abusive messages.
7. User Content
You remain the owner of your Content. By uploading it, you grant Veterly a non-exclusive, royalty-free and limited licence to host, process and display it solely to provide and improve the Service (e.g. showing the diary to your practice, generating transcriptions/summaries). You are responsible for the lawfulness of the Content you upload and warrant that you have the right to it.
8. Nature of the service — no veterinary medical advice
Veterly is not a veterinarian and does not provide diagnoses, prescriptions or treatments. The information, suggestions and automatically generated content (including transcriptions, summaries, urgency classifications and AI assistant replies) are for informational and organisational purposes and do not replace the opinion of a qualified veterinarian.
In case of emergency or suspected urgency for your animal, contact your veterinary practice or an emergency veterinary service directly. Do not rely on the Platform for time-critical clinical decisions.
9. Artificial intelligence features
The Platform uses AI providers (including Anthropic and ElevenLabs) for transcription, summarisation, classification and conversational assistance. These features may produce inaccurate or incomplete results; actions with effects (e.g. bookings) require confirmation. The use of AI is described in the Privacy Policy. You accept that automated output is supportive and not decisive.
10. Bookings, consultations and relationship with practices
- Bookings and consultations are managed by the veterinary practices; availability, confirmations, timing and outcomes depend on them.
- Veterly does not guarantee the availability of a specific practice or professional, nor the outcome of the services.
- Any information, care and professional liability obligations lie with the veterinary practice providing the service.
11. Payments
- Payments for services can be made through the provider Stripe. Veterly does not store your card data.
- Amounts, terms (e.g. deposit/balance) and any refunds are defined by the veterinary practice for the requested service.
- Any fees owed to Veterly for paid services will be clearly indicated before purchase.
12. Intellectual property
The Platform, the Veterly trademark, the software, content and graphics are owned by Bake One S.r.l. or its licensors and are protected by law. It is not permitted to copy, modify, distribute or create derivative works without authorisation, except as necessary for normal use of the Service.
13. Suspension and termination
- You can close your account at any time.
- We may suspend or close the account in the event of a breach of the Terms, unlawful or abusive use, or for security reasons, with notice where possible.
- Upon termination, data is handled as indicated in the Privacy Policy.
14. Limitation of liability
To the extent permitted by law, and without prejudice to the mandatory rights of consumers:
- the Service is provided “as is”; we do not guarantee that it is free from interruptions or errors;
- we are not responsible for the veterinary services or the clinical decisions of the practices;
- we are not liable for indirect damages or for the loss of data not attributable to our fault;
- we are not liable for delays or interruptions due to force majeure or fortuitous events (by way of example: strikes, wars, pandemics, natural events, interruptions of power or of telephone/electronic networks, defaults by third-party providers) or to malfunctions of the User’s devices, software or connection.
The internet network is not under the Company’s control: we cannot absolutely guarantee the continuity and security of transmissions.
Independent parties. The Company and Users are autonomous and independent parties: use of the Service does not give rise to any employment, agency, mandate, partnership or intermediation relationship between the parties.
Indemnification. Within the limits of the law, the User undertakes to hold the Company harmless from claims, costs and damages arising from a use of the Service in breach of these Terms or of the rights of third parties.
Nothing in these Terms excludes or limits our liability where this is not permitted by law (e.g. wilful misconduct, gross negligence, personal injury).
15. Right of withdrawal (consumers)
If you are a consumer, you have the right to withdraw from the contract relating to digital services within 14 days of registration, without giving reasons, unless performance has begun with your consent and your acknowledgement of the loss of the right of withdrawal for the part already performed. To exercise it, write to info@veterly.com.
16. Changes to the Terms
We may update these Terms; the current version will always be available in the app and on the website with the relevant date. In the event of material changes we will notify you; continued use after the update constitutes acceptance.
17. Applicable law, jurisdiction and dispute resolution
These Terms are governed by Italian law. For consumers, the competent court is the court of the consumer’s place of residence or domicile, where mandatory. For other Users (professional use), the Court of Milan has exclusive jurisdiction.
If you are a consumer, you may turn to the competent alternative dispute resolution (ADR) bodies pursuant to Arts. 141 et seq. of the Consumer Code (e.g. conciliation/mediation before accredited bodies). The European ODR platform was decommissioned by the EU Commission in July 2025 and is no longer available.
18. Links to third-party sites
The Platform may contain links to third-party sites or resources, provided for information purposes only. The Company does not control such sites and is not responsible for their content or for any damages arising from their use.
19. Security
We adopt appropriate measures to protect data against loss, tampering and improper use. However, due to the technical limitations of internet communications, we cannot absolutely guarantee that the information displayed — even after authentication — is not accessible to unauthorised third parties.
20. Contacts
For support or communications: info@veterly.com (PEC: bakeone@legalmail.it). For the processing of personal data, please refer to the Privacy Policy.
Last updated: 2026-07-01.