Terms of service

About these terms

TailBridge is provided by [legal entity name], [registered address], Hyderabad, Telangana (“TailBridge”, “we”, “us”). These terms are an agreement between us and the veterinary clinic that signs up (“the clinic”, “you”). The person who accepts them confirms they are allowed to bind the clinic.

Our privacy policy and the data processing agreement we sign with each clinic form part of these terms. If a signed order form says something different from these terms, the order form wins for that point.

The service

TailBridge is clinic software that runs in a browser and installs like an app on PCs, tablets and phones. It covers appointments and walk-in tokens, pet records and visit notes, vaccine and deworming schedules, prescriptions, GST invoices and payments, medicine stock, reports, and reminders to pet owners on WhatsApp. It keeps working without an internet connection and syncs when the connection returns.

We may improve, add or change features. We will not remove a feature you pay for, or make a change that materially reduces the service, without telling you at least 30 days before.

Accounts and access

• The clinic decides who on its staff gets an account and what each person can do. You are responsible for what happens under your clinic's accounts.
• Each person uses their own login. Administrators must turn on two-step login.
• Remove access promptly when someone leaves, and tell us straight away at support@tailbridge.in if you think an account or device has been misused.
• A lost or stolen device can be signed out remotely from the admin screen. Any changes on it that never synced may be lost.

The pilot

Clinics in the Hyderabad pilot use TailBridge free of charge for two months from the day it is set up. During the pilot:

• All features, staff accounts and WhatsApp reminders are included at no cost.
• Our team sets TailBridge up on your devices and enters your existing paper or spreadsheet records.
• We ask for about 30 minutes of feedback every two weeks.
• Features may change quickly as we act on that feedback, and the availability targets below do not apply.

Before the pilot ends we will agree a monthly fee with you in writing. If you do not agree to continue, the service ends when the pilot does, and you keep a full export of your records. Nothing is charged automatically.

Fees and payment

• After the pilot, the clinic pays the monthly fee in its order form, in advance, plus GST. We issue a GST invoice each month.
• Payment is by UPI, card, bank transfer or a standing instruction through our payment partner, Razorpay.
• If an invoice is unpaid 15 days after its due date, we will remind you. If it is still unpaid 30 days after the due date, we may restrict the account to read-only until it is paid. You can always view and export your records.
• We may change fees with at least 60 days' written notice. A change applies from the next billing month after the notice period, and you may leave before it takes effect.
• Cancellations and refunds follow our cancellation and refund policy.
• Payments from your clients that go through TailBridge's payment links are settled directly to the clinic's own account by Razorpay. We never hold the clinic's money. Razorpay's transaction charges are shown in the order form.

Your data

• You own your clinic's data. This covers the records of your clients and their pets, your notes, invoices and stock. We hold it only to provide TailBridge to you.
• You are the Data Fiduciary for your clients' personal data under the Digital Personal Data Protection Act, 2023, and we are your Data Processor. You are responsible for telling your clients what you record and getting their consent, including consent to WhatsApp reminders. TailBridge gives you the screens and wording to do this.
• We process it only on your instructions, keep it in India, protect it as described in our privacy policy, and tell you without delay about any breach that affects it. Our data processing agreement sets this out in full and forms part of these terms.
• Export any time. You can download all your records in standard formats whenever you want, during the service and for 90 days after it ends.
• Anonymous statistics. We may use counts that identify no clinic, owner or pet, such as total reminders sent across TailBridge, to run and improve the service.

Your clients stay yours

We make these promises to every clinic, and they survive the end of these terms:

• We will never sell or rent your client list, or give it to another clinic, chain or company.
• We will never use your clients' details to advertise any other clinic or service to them.
• Clients you bring to TailBridge see your clinic first in every message and screen. Another clinic sees their records only if the owner chooses to share them, for example on referral, and you can see each time that happens.

WhatsApp messages

Reminders, bills and prescriptions are sent from TailBridge's own WhatsApp Business number. Each message names your clinic and gives your phone number. Messages must follow Meta's WhatsApp Business policies, so:

• Send only to owners who agreed to receive messages, and stop when they ask.
• Use TailBridge's message templates for reminders, appointments, bills and prescriptions. Promotional broadcasts need our approval first.
• We may pause a clinic's messages if they draw spam reports, because that harms the number every clinic shares.

Owners' replies are routed to your clinic. WhatsApp is a third-party service, and we cannot guarantee that every message is delivered or read.

Clinical responsibility

TailBridge is record-keeping and communication software. It does not give veterinary advice. Due dates from vaccine schedules and doses worked out from a pet's weight are suggestions for a qualified veterinarian to check. Diagnosis, treatment, prescribing and dispensing remain the responsibility of the clinic and its veterinarians.

The clinic is responsible for following the rules that apply to its practice, including the Veterinary Council of India's requirements, the rules on Schedule H and H1 medicines, GST and record-keeping laws.

Acceptable use

Do not use TailBridge to:

• store or send anything unlawful, or personal data you have no right to hold;
• send spam or messages people did not agree to receive;
• try to see another clinic's data, test or break our security, or overload the service;
• copy, resell or reverse-engineer the software, except where the law allows it.

If an account breaks these rules, we will usually tell you and give you a chance to fix it. We may suspend it straight away when that is needed to protect other clinics, owners or the service.

Availability and support

• After the pilot we aim to keep TailBridge's servers available 99.5% of the time each month, outside planned maintenance. Because the app works offline, clinics can keep booking, writing notes and billing during an outage.
• We plan maintenance for late night hours and give at least 48 hours' notice.
• Support is by WhatsApp and email, Monday to Saturday, 9 am to 7 pm IST. We reply to urgent problems that stop a clinic working within 2 business hours.

Our software

TailBridge, its software, design and name belong to us. These terms give the clinic a right to use TailBridge for its own practice while it is a customer, and nothing more. If you send us suggestions, we may use them without owing you anything.

Warranties and liability

We will provide TailBridge with reasonable skill and care. Apart from that, and to the extent the law allows, the service is provided as it is, without other promises about it being error-free or uninterrupted.

Neither side is liable to the other for indirect or consequential losses, such as lost profit or lost business. Our total liability in any 12 months is limited to the fees the clinic paid us in those 12 months, or [₹ amount] if that is higher. These limits do not apply to a breach of the data and client promises above, to fraud, or to anything the law does not allow us to limit.

The clinic will cover our losses from claims caused by the clinic's own clinical decisions, or by its messages to people who had not agreed to receive them.

Ending the service

• The clinic can stop at any time from the admin screen or by email. Paid months run to the end of the current billing month, with no further charges.
• We can end the service with 60 days' notice, or sooner if the clinic seriously breaks these terms and does not fix it within 15 days of being told.
• After the service ends, your records stay available for export for 90 days, then we delete them. Backups expire within a further 30 days. We keep invoices we issued to you for as long as tax law requires.

Changes to these terms

We will tell clinics by email and in the app at least 30 days before a change to these terms takes effect. If you do not accept a change, you may leave before it applies and take your records with you.

Law and disputes

These terms are governed by the laws of India. If a dispute arises, both sides will first try to settle it by talking, for at least 30 days. If that fails, the courts at Hyderabad, Telangana have exclusive jurisdiction.

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