Terms of Service
Last updated: January 2025 · Effective immediately upon account creation
TL;DR: Use VetaKe honestly, pay through the platform, treat vets and owners with respect, and we'll keep your payments safe with escrow until you're happy with the service.
Contents
Acceptance of Terms
By accessing or using VetaKe, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, you may not use the platform. VetaKe reserves the right to update these terms at any time — continued use after changes constitutes acceptance.
Platform Description
VetaKe is an online marketplace that connects animal owners with Kenya Veterinary Board (KVB)-registered veterinarians. We facilitate bookings and secure payments but are not a veterinary service provider ourselves. The veterinary professionals on the platform operate independently.
User Accounts
You must provide accurate information when creating an account. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. You must be at least 18 years old to use VetaKe. Accounts are non-transferable.
Bookings & Payments
All payments are processed through M-Pesa using our secure escrow system. When you pay for a booking, funds are held in escrow and released to the veterinarian only after you rate the completed appointment. The booking fee (KSh 75) is non-refundable once a booking is confirmed. Platform commission (15%) is deducted from each vet payout.
Cancellations & Refunds
Owners may cancel a pending or confirmed booking. If cancelled before the appointment, a full refund is issued to the M-Pesa account used. Cancellations within 2 hours of the scheduled time may incur a cancellation fee. The vet may also cancel due to genuine emergencies — in such cases, a full refund is issued immediately.
Veterinarian Responsibilities
Vets on VetaKe must maintain active KVB registration, provide accurate credentials, and deliver services as booked. Misrepresentation of qualifications is grounds for immediate removal. Vets are solely responsible for the veterinary advice and treatment they provide. VetaKe does not endorse any specific vet.
Prohibited Conduct
You agree not to: use the platform for fraudulent purposes, post false reviews, attempt to take payments outside the platform, harass other users, scrape or misuse platform data, or violate any applicable Kenyan law. Violations may result in account suspension or legal action.
Disputes
In the event of a dispute between an owner and vet, VetaKe may act as mediator and, at its discretion, release escrowed funds to the appropriate party. Our dispute resolution decisions are final within the platform. For unresolved matters, disputes shall be subject to the laws of Kenya.
Promotions & Featured Listings
Vets may pay to have their profiles featured on the homepage. Featured listings are clearly marked as "Sponsored." Promotional fees are non-refundable once a boost is activated. VetaKe reserves the right to revoke a promotion if a vet violates these terms.
Limitation of Liability
VetaKe is not liable for any veterinary outcomes, injury to animals, loss, or damage arising from services booked through the platform. We provide a technology platform only. Our total liability to any user shall not exceed the booking fees paid in the preceding 30 days.
Contact
Questions about these terms? Email us at [email protected] or write to VetaKe Limited, Nairobi, Kenya.