1. Website Payments
Website sales use the live PayPal payment links available from your website account, or clinic invoices arranged by support. VetGnosis is responsible for the software service, account access, AI credit logic, and product support. The applicable payment provider's terms and policies also apply to payment processing.
Review the selected product, access period, and amount before continuing to PayPal. Enter your VetGnosis account email in PayPal customer notes. Contact support@vetgnosis.app for a clinic invoice or payment help.
2. Website Purchases and App Access
Sign in with the same VetGnosis account on the website and in the Android app. Choose a plan or pack from your website account, and provide your VetGnosis account email with the payment or invoice request.
Access and credits are activated manually within 24 hours after payment is independently verified. Payment does not instantly activate them. A browser redirect, payment claim, or receipt submission does not grant access or credits.
For purchases made through Google Play, use Google Play to manage that payment arrangement.
3. Plans and Products
VetGnosis may offer:
- a free account or free trial;
- VetGnosis Standard / Basic monthly subscription;
- VetGnosis Standard / Basic annual subscription;
- VetGnosis Pro monthly subscription;
- VetGnosis Pro annual subscription;
- add-on AI credit packs;
- promotional or referral rewards;
- other offers shown at checkout.
Available plans may include:
- Free: limited lifetime AI trial credits and access to core patient workflow;
- Basic: monthly included AI credits and premium business workflows;
- Pro: higher monthly AI allowance and highest-tier premium access;
- Credit packs: optional add-on AI credits for users who need more AI requests before renewal.
The exact price, currency, tax, billing interval, included features, included AI credits, and renewal terms are shown at checkout and in your receipt or invoice.
4. Paid Periods and Renewals
Website plan payments cover the period agreed with support. Renewals are arranged with support; automatic renewal is not enabled by this website. A monthly or annual price describes the access period, not an authorization for recurring charges.
If a separate recurring payment arrangement is offered, its terms must be confirmed before you authorize it. App-store purchases follow the renewal and cancellation terms shown by that store.
5. Annual Subscriptions and Included Credits
Annual subscriptions may receive included AI credits as monthly refills rather than one upfront annual credit bucket. This means the subscription term may be annual, while the included AI allowance is refreshed on a monthly schedule.
Unused included monthly credits may not carry over unless the specific offer states otherwise.
6. AI Credits
AI credits are usage allowances for AI-assisted differential requests or related AI features.
AI credits:
- are not money or stored value;
- have no cash value;
- cannot be transferred, sold, exchanged, withdrawn, or redeemed for cash;
- may be deducted or reserved when an AI request is submitted;
- may be restored automatically if a qualifying AI processing failure occurs;
- may be subject to expiration, reset, or plan-specific rules;
- may be adjusted to correct billing, fraud, account-access, or processing errors.
Included monthly credits, trial credits, promotional credits, referral credits, and purchased add-on credits may be tracked separately for entitlement and abuse-prevention purposes.
7. Free Trial Credits and Verification
Free-trial AI credits may be limited to one lifetime allocation per eligible user, device, phone number, email, account, or other anti-abuse controls.
VetGnosis may require email verification, phone verification, or other verification before free-trial AI credits become usable.
Attempting to create multiple accounts, use false information, bypass verification, manipulate referrals, or otherwise abuse free-trial credits may result in credit removal, account suspension, or termination.
8. Credit Packs
Credit packs are optional add-on AI credit purchases. Buying a credit pack does not upgrade or change your base subscription tier unless the checkout explicitly says otherwise.
Credit packs are intended for additional AI usage. Once credit-pack credits have been used, consumed, transferred into the account balance, or otherwise applied to AI usage, they are generally not refundable except where required by law or approved by VetGnosis.
If a credit-pack purchase fails to appear in your VetGnosis account, contact support with the PayPal receipt email, transaction reference, purchase date, and account email used in VetGnosis.
9. How to Cancel
For a website plan, contact support@vetgnosis.app about ending access, renewal, or a payment arrangement. Website plans do not automatically renew through this website. For a Google Play purchase, use Google Play's subscription management.
Ending a plan does not automatically refund previous charges. Unless stated otherwise or required by law, paid access continues until the end of the agreed paid period.
9.1 Google Play Purchases
Subscriptions and AI credit packs bought in the Android app are billed and managed by Google Play. Cancel a subscription under Payments and subscriptions in Google Play; it renews automatically until you do, and access continues to the end of the period you have paid for. Plan changes made in the app follow the rules shown on the plan screen before you pay. The app does not offer or link to any other way to pay.
Deleting your VetGnosis account does not cancel a Google Play subscription, so cancel it in Google Play before you delete the account.
10. Refund Eligibility
Refund eligibility depends on the purchase type, timing, usage, applicable law, the payment provider's policies, and the facts of the request.
The rules in this section apply to payments made to VetGnosis through the website. Refunds for Google Play purchases are decided by Google under Google Play's refund process. If Google refunds a purchase, the matching plan access or unspent credits are removed from your VetGnosis account.
10.1 Subscription Refunds
You may request a refund for a subscription charge within 14 days of the initial purchase or renewal. Refunds are more likely to be approved where:
- the request is made promptly;
- the subscription was not used materially after purchase or renewal;
- the charge was accidental or duplicated;
- the user could not access the paid entitlement after reasonable troubleshooting;
- required consumer withdrawal rights apply.
Refunds may be denied or reduced where:
- the request is outside the applicable refund window;
- the subscription was used substantially;
- AI credits or premium business features were materially consumed;
- the account violated the Terms of Service;
- there is evidence of fraud, abuse, chargeback manipulation, or trial misuse;
- the request conflicts with applicable payment-provider rules or payment-network requirements.
10.2 Credit Pack Refunds
You may request a refund for an unused credit pack within 14 days of purchase.
Credit packs are generally not refundable after credits have been used for AI requests, except where required by law or approved by VetGnosis.
If only part of a credit pack has been used, we may decline the refund or approve a partial adjustment where technically and commercially practical.
10.3 Duplicate, Mistaken, or Failed Purchases
We will review refund or correction requests for:
- duplicate charges;
- mistaken purchases;
- incorrect account linking;
- paid entitlement not appearing after purchase;
- credit-pack balance not syncing;
- technical failure preventing access to purchased features.
We may ask you to provide the PayPal receipt, transaction ID, account email, screenshots, device/app version, and other information needed to investigate.
10.4 Promotional, Referral, or Free Credits
Promotional credits, referral rewards, trial credits, complimentary access, and manually granted credits have no cash value and are not refundable.
We may remove or reverse promotional or referral credits if we determine that the reward was granted in error, obtained through abuse, or associated with a refunded, cancelled, disputed, or fraudulent purchase.
11. Consumer Withdrawal Rights
Some jurisdictions provide mandatory withdrawal, cooling-off, refund, or consumer cancellation rights. Nothing in this Policy limits rights that cannot be waived under applicable law.
Where legally permitted, by purchasing digital access, subscriptions, or AI credit packs and receiving access after payment verification and manual activation, you acknowledge that delivery of digital services may begin after activation. This may affect cancellation or withdrawal rights where allowed by law.
The applicable payment provider's terms may also describe payment disputes and refund handling.
12. How to Request a Refund
To request a refund, contact support@vetgnosis.app.
Include:
- the email address used for payment;
- the email address used for your VetGnosis account, if different;
- the PayPal receipt or transaction reference;
- purchase date;
- product or plan purchased;
- reason for the refund request;
- screenshots or error details if the request relates to a technical issue.
We verify the original payment and review the request. Approved refunds are processed through the original payment method where possible.
13. Refund Processing Time
If a refund is approved, the applicable payment processor will process it back to the original payment method where possible. Processing times vary depending on the payment method, bank, card network, and country.
Refund approval does not guarantee immediate bank posting. It may take several business days or longer for funds to appear.
14. Effect of Refunds on Access
If a subscription, credit pack, or purchase is refunded, reversed, charged back, cancelled, or found fraudulent, VetGnosis may:
- remove the related entitlement;
- reduce or remove AI credits;
- downgrade the account to a free tier;
- disable premium features;
- reverse referral or promotional rewards tied to the purchase;
- suspend or terminate access for abuse or fraud.
Refunded AI credits and paid features cannot continue to be used after the refund unless we expressly allow otherwise.
15. Chargebacks and Payment Disputes
If you do not recognize a charge, contact VetGnosis support first so we can investigate. Many issues can be resolved faster through support than through a bank dispute.
If you initiate a chargeback or payment dispute, the payment processor or VetGnosis may suspend paid access while the dispute is reviewed. We may provide transaction, usage, account, and entitlement records to payment processors, card networks, or banks as needed to respond to the dispute.
Fraudulent or abusive chargebacks may result in account termination.
16. Taxes, Currency, and Price Changes
Website prices are shown in USD. VetGnosis is not registered for South African VAT; no South African VAT is charged. Any other applicable taxes must be disclosed in the payment link, invoice, or written offer before payment.
Your bank or payment provider may apply currency conversion or payment fees. Review the final amount in PayPal before paying.
We may change prices, plan features, credit quantities, or billing terms in the future. Price changes for existing subscriptions will be handled according to applicable law, the applicable payment arrangement, and the notice shown at checkout or renewal.
17. Account and Purchase Access Issues
For manual website activation, support must link the verified payment to the correct VetGnosis account email.
If your paid access does not appear:
- Confirm you are signed into the VetGnosis account identified in the payment customer notes; your PayPal payer email may differ.
- Confirm your email is verified if required.
- Refresh or restart the app.
- Check your internet connection.
- Contact support with your PayPal receipt and VetGnosis account email to confirm verification and manual activation.
If access still does not appear, contact support with your account email and purchase reference so we can investigate.
18. No Refunds for Professional Outcomes
VetGnosis does not guarantee a specific clinical, business, billing, regulatory, diagnostic, treatment, or financial outcome.
Refunds are not provided solely because:
- an AI suggestion did not match your clinical conclusion;
- a user disagreed with an AI output;
- a practice did not achieve expected revenue, workflow, or productivity results;
- the user chose not to use available features;
- the service did not replace professional judgment, diagnostics, or veterinary responsibility.
This does not limit refund rights for technical failures, access failures, consumer rights, or other valid refund grounds described in this Policy.
19. Changes to This Policy
We may update this Billing and Refund Policy from time to time. The version in effect at the time of purchase or renewal generally applies to that transaction, unless a later version is more favorable to you or mandatory law requires otherwise.
If we make material changes, we will update the effective date and may provide notice through the website, app, checkout, or account communications.
20. Contact
VetGnosis Pty Ltd Billing support email: support@vetgnosis.app Website: https://vetgnosis.app
