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Terms of service

Effective date: November 12, 2026

These terms govern your use of the marketing website at vetarax.com and the VetaraX veterinary clinic management platform. VetaraX is a product brand of SolutionsXE, commercial registration no. 290469, located at Building 189, 3rd District, in front of Arabella Mall, New Cairo, Egypt ("we", "us" or "our" means SolutionsXE).

By creating an account, subscribing to or using the Platform, you confirm that you are authorized to bind the clinic or business you represent to these terms, and you accept them on its behalf.

1. Definitions

  • Platform: the VetaraX veterinary clinic management software, including its apps, features and updates.
  • Customer or Clinic: the veterinary business that subscribes to the Platform.
  • User: any staff member, veterinarian or other person the Clinic authorizes to access its account.
  • Clinic Data: all data entered into the Platform by the Clinic or its Users, including pet owners' data, medical records, appointments and invoices.
  • Plan: the subscription plan the Clinic selects, including its features and number of branches and Users.
  • Order: the quote, invoice or subscription page specifying the Plan, price and term.

2. The service

We grant the Clinic a non-exclusive, non-transferable right to use the Platform during the subscription term, in line with the Plan in its Order.

We may develop the Platform and add or change features from time to time. We will not remove a core feature of the Plan during a paid term without giving the Clinic reasonable advance notice.

3. Accounts and Users

  • The Clinic must provide accurate, up-to-date information when registering.
  • The Clinic is responsible for granting and revoking its Users' access, and for all activity under its account.
  • Each User must keep their login details confidential and must not share their account.
  • The Clinic must notify us immediately at support@solutionsxe.org if it suspects any unauthorized access.

4. Free trial

We may offer a free trial of 14 days. At the end of the trial, a paid subscription only starts with the Clinic's agreement. If the Clinic does not subscribe, we keep its trial data for 30 days and then delete it.

5. Pricing and payment

  • Prices are set out in the Order or on our pricing page and are payable monthly or annually in advance, as stated in the Order.
  • Prices exclude VAT and other taxes required by law, which are added where applicable.
  • We issue invoices through the Egyptian e-invoicing system.
  • If payment is more than 14 days overdue, we may restrict access to the Platform after notifying the Clinic. The Clinic's data remains preserved, and access is restored as soon as payment is made.
  • We may change prices on renewal, with at least 30 days' notice to the Clinic.
  • Fees paid are non-refundable, except as stated in these terms or required by law.

6. Term, renewal and cancellation

  • The subscription starts on the date in the Order and renews automatically for the same period unless either party cancels.
  • The Clinic may cancel at any time, at least 7 days before the renewal date, through account settings or by contacting us. Cancellation takes effect at the end of the paid term.
  • We may terminate or suspend the subscription if the Clinic materially breaches these terms and fails to remedy the breach within 14 days of notice, or immediately if the breach threatens the security of the Platform or violates the law.
  • If we terminate the subscription without any breach by the Clinic, we refund the unused portion of the paid term.

7. Clinic Data

  • Ownership: Clinic Data remains the property of the Clinic. We use it only to provide, support and protect the service, and on the Clinic's instructions.
  • Export: The Clinic can export its data at any time during the subscription and for 90 days after it ends, in CSV or Excel format. After that, we delete the data in line with our Privacy Policy.
  • Responsibility for data: The Clinic is the controller of its clients' data and is responsible for collecting it lawfully and obtaining any required consents from pet owners, including consent to receive messages.
  • Aggregated data: We may use aggregated, anonymized statistical data that does not identify the Clinic or any individual to improve the Platform.

8. Personal data protection

We process personal data in accordance with Personal Data Protection Law No. 151 of 2020 and its Executive Regulations, and our Privacy Policy. For Clinic Data, we act as a processor on behalf of the Clinic under Section 7 of these terms and our Privacy Policy.

9. Acceptable use

The Clinic and its Users must not:

  • use the Platform for any unlawful purpose or in breach of others' rights;
  • send spam or unwanted messages to pet owners, or messages without their consent where the law requires it;
  • attempt to hack, disrupt or bypass the security of the Platform, or access another clinic's data;
  • copy, decompile or reverse-engineer the Platform, or build a competing product based on it;
  • resell, rent out or make the service available to anyone other than authorized Users;
  • upload harmful content or malware.

10. The Clinic's professional responsibility

The Platform is a practice management tool, not a substitute for veterinary expertise. The Clinic and its veterinarians remain solely responsible for:

  • diagnoses, treatments, prescriptions, dosages and all medical decisions;
  • the accuracy of data entered, including medical records, prices and invoices;
  • compliance with the laws and regulations governing veterinary practice.

11. AI features

Features such as Ask VetaraX rely on AI models that can make mistakes or give incomplete information. Their output is an assistive suggestion only and must be reviewed by a veterinarian before being relied on. We are not responsible for any decision made on the basis of AI output without professional review.

Clinical references: Our AI features are designed to draw on the published guidelines and recommendations of:

  • the World Small Animal Veterinary Association (WSAVA);
  • the American Animal Hospital Association (AAHA);
  • the British Small Animal Veterinary Association (BSAVA);
  • the Egyptian Small Animal Veterinary Association (ESAVA).

Scientific review: We have compiled the guidelines and recommendations of the organizations listed above into a single clinical reference base. The Platform's AI engine relies on this reference base, and other parts of VetaraX, such as vaccination schedules and treatment protocols, are also built on it. The Egyptian Small Animal Veterinary Association (ESAVA) has reviewed this reference base from a scientific perspective.

This review covers the content of the reference base as it stood at the time of review. It does not cover each individual response generated by the AI engine, or any later updates to the reference base unless we state otherwise.

However:

  • responses may not reflect the latest version of these guidelines, and may not apply to every case, species or local circumstance;
  • apart from ESAVA's scientific review described above, referring to WSAVA, AAHA or BSAVA does not mean they endorse, sponsor or are affiliated with the Platform or with us in any way;
  • the veterinarian remains responsible for consulting the original guidelines where needed and for applying them using their professional judgment.

12. Availability and support

  • We aim to make the Platform available 99% of the time each month, excluding scheduled maintenance (which we announce in advance where possible) and force majeure events.
  • We provide technical support via WhatsApp and email, Sunday to Thursday, 9 am to 6 pm Cairo time.
  • This section does not entitle the Clinic to compensation for downtime unless the Order states otherwise.

13. Third-party services

The Platform integrates with external services such as WhatsApp Business, payment gateways and SMS providers. Use of these services is subject to their providers' terms. We are not responsible for their outages or for changes to their policies or fees, but we make reasonable efforts to minimize the impact on the Clinic.

14. Intellectual property

The Platform, its software, design and the VetaraX trademark belong to us. These terms give the Clinic no rights in them other than the right of use in Section 2. If the Clinic gives us suggestions or feedback to improve the Platform, we may use them without any obligation to the Clinic.

15. Confidentiality

Each party must keep confidential any non-public information it receives from the other and use it only to perform these terms. This obligation continues for two years after the subscription ends, and indefinitely for Clinic Data.

16. Disclaimer

We provide the Platform "as is", to the extent permitted by law. We do not guarantee that it will be completely error-free or uninterrupted, or that it will meet every specific need of the Clinic. This section is subject to any express commitments in these terms.

17. Limitation of liability

To the extent permitted by law:

  • neither party is liable for indirect damages, such as lost profits or loss of reputation or customers;
  • our total liability for any claim will not exceed the amounts the Clinic paid us in the 12 months before the event giving rise to the claim.

These limits do not apply to fraud, gross negligence, or any liability that cannot legally be limited.

18. Indemnity

The Clinic will indemnify us against any third-party claims arising from a breach of these terms or the law by the Clinic or its Users, or from data or content the Clinic entered into the Platform.

19. Force majeure

Neither party is in breach if it cannot perform its obligations due to circumstances beyond its reasonable control, such as natural disasters, widespread internet or power outages, infrastructure provider failures, or government actions.

20. Changes to these terms

We may change these terms from time to time. If a change is material, we will notify Clinics at least 30 days in advance by email or within the Platform. Continued use of the Platform after a change takes effect means acceptance of it. If the Clinic does not agree, it may cancel before the change takes effect and receive a refund for the unused term.

21. Governing law and disputes

These terms are governed by the laws of the Arab Republic of Egypt. The parties will try to resolve any dispute amicably within 30 days of either party notifying the other. If that fails, the competent courts of Cairo have jurisdiction.

22. General

  • Entire agreement: These terms, together with the Order and the Privacy Policy, form the entire agreement between the parties. In case of conflict, the Order prevails, then these terms.
  • Assignment: The Clinic may not assign its rights under these terms without our written consent. We may assign them in a restructuring or sale.
  • Severability: If any provision is found invalid, the remaining provisions stay in force.
  • Language: These terms are written in Arabic and English. In case of conflict, the Arabic text prevails.
  • Notices: Notices are sent to the email registered on the Clinic's account, and to us at legal@solutionsxe.org.

23. Contact us

SolutionsXE
Building 189, 3rd District, in front of Arabella Mall, New Cairo, Egypt

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