These Terms and Conditions ("Terms") govern your access to and use of the services, website, mobile applications, and platform provided by Vita Spot Pty Ltd (trading as "Charlie Pet Health") ("we", "us", "our", or "Charlie Pet Health").

By accessing or using our Services, creating an account, or submitting a sample for testing, you ("you", "your", or "Client") agree to be bound by these Terms. If you do not agree to these Terms, you must not use our Services.

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Important: These Terms contain limitation of liability provisions, dispute resolution procedures, and other important legal rights. Please read them carefully.

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Definitions

In these Terms, unless the context requires otherwise:

• Animal means any companion animal (including dogs, cats, and other pets) for which you seek Services

• Australian Consumer Law (ACL) means Schedule 2 to the Competition and Consumer Act 2010 (Cth)

• Laboratory Partner means accredited diagnostic laboratories and testing facilities we engage to perform diagnostic testing

• Platform means our website, mobile & desktop applications, API integrations, and all associated systems and databases that facilitate our Services

• Results means diagnostic test results, health reports, and interpretations provided through our Services

• Sample means biological specimens (blood, urine, saliva, fecal matter, or other material) submitted for testing

• Services means all services provided by Charlie Pet Health including preventative health screenings, diagnostic testing, result interpretation, health monitoring, educational content, and related services

• Veterinarian means a licensed veterinary professional registered to practice veterinary medicine

• VCPR (Veterinary-Client-Patient Relationship) means an established relationship between a veterinarian, client, and animal as defined by applicable veterinary regulations

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Our Services

Service Description

Charlie Pet Health provides access to preventative veterinary diagnostics and pet health screening services through our platform, including:

• Coordination and facilitation of veterinary pathology and diagnostic testing through a network of partner veterinary clinics, mobile veterinary providers and accredited Laboratory Partners

• Collection, handling, and submission of Samples to Laboratory Partners

• Interpretation of Results reviewed and approved by qualified veterinary professionals

• Provision of animal health screening panels and individual diagnostic tests

• Digital health records, reporting, and historical tracking

• Educational content about animal health markers and preventative care

• Practitioner referral coordination and veterinary consultation facilitation

• Trend analysis and health monitoring tools

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Service Limitations

1. Not a Substitute for Veterinary Care: Our Services are designed to supplement, not replace, regular veterinary care and supervision.

2. No Emergency Services: Our Services are not intended for emergency situations. If your Animal requires immediate medical attention, contact your veterinarian or an emergency veterinary clinic immediately.

3. Educational Purpose: Information provided through our Services is educational and intended to support informed discussions with your veterinarian. It should not be used as the sole basis for medical decisions.

4. Professional Judgment Required: Results must be interpreted by your veterinarian in the context of your Animal's complete medical history, physical examination, and clinical presentation.

5. Laboratory Limitations: Test accuracy may be affected by sample quality, collection methods, timing, Animal factors, and laboratory procedures. False positives and false negatives may occur.

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Eligibility and Account Requirements

Eligibility

To use our Services, you must:

• Be at least 18 years of age or the age of majority in your jurisdiction

• Have the legal authority to own or make decisions for the Animal

• Provide accurate, complete, and current information

• Comply with all applicable laws and regulations

• Not be prohibited from using our Services under any applicable law

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Account Registration

1. Initially, Charlie Pet Health will create an account on your behalf

2. You are responsible for maintaining the confidentiality of your account credentials

3. You agree to immediately notify us of any unauthorized use of your account

4. You are responsible for all activities that occur under your account

5. You may only maintain one account and may not share your account with others

6. We reserve the right to suspend or terminate accounts that violate these Terms

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Veterinary Practice Accounts

Veterinary practices using our Services must:

• Maintain current veterinary registration and professional liability insurance

• Ensure staff are properly trained in sample collection and handling

• Establish appropriate VCPRs with clients before ordering tests

• Comply with all applicable veterinary practice regulations

• Maintain confidentiality of client and patient information

• Use Services only for legitimate veterinary purposes

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Use of Services

Permitted Use

You may use our Services for:

• Obtaining preventative health screenings for your Animals

• Accessing diagnostic testing through our network of partner veterinarian clinics or mobile services

• Viewing and storing health records for your Animals

• Learning about animal health and preventative care

• Communicating with your veterinary care team

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Prohibited Use

You must not:

• Use Services for any unlawful purpose or in violation of these Terms

• Provide false, inaccurate, or misleading information

• Use Services to diagnose, treat, or prescribe medication without proper veterinary authority

• Share, sell, or transfer your account to another person

• Attempt to reverse engineer, decompile, or hack our Platform

• Use automated systems (bots, scrapers) to access our Platform without authorization

• Interfere with or disrupt the operation of our Services

• Violate any applicable laws, regulations, or third-party rights

• Use Services in any way that could damage our reputation or business

• Submit samples from Animals not under your legal authority or care

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Sample Collection and Testing

Sample Submission Requirements

1. Proper Collection: Samples must be collected according to our instructions or by qualified veterinary personnel using appropriate collection methods and materials.

2. Sample Quality: You are responsible for ensuring samples are properly collected, stored, and submitted within required timeframes. We reserve the right to reject samples deemed unsuitable for testing due to quality issues.

3. Accurate Information: You must provide accurate information about the Animal, including species, breed, age, sex, medical history, medications, and relevant clinical information.

4. Authorization: You warrant that you have the legal authority to submit samples and request testing for the Animal.

5. Timely Submission: Samples must be submitted within specified timeframes. Delays may affect test accuracy and validity.

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Testing Process

• Samples are sent to accredited Laboratory Partners for analysis

• Testing is performed according to standard laboratory protocols

• Turnaround times are estimates and may vary based on test complexity and laboratory capacity

• We will notify you if testing cannot be completed due to sample quality or other issues

• Results are reviewed by veterinary professionals before release

• Results are made available through your account on our Platform

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Sample Retention and Disposal

• Laboratory Partners may retain samples for quality control and regulatory compliance

• Samples are typically disposed of within 30-90 days unless extended retention is required

• We do not return samples after testing unless specifically requested and arranged in advance

• Samples may be stored for future research purposes only with your explicit consent

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Results and Interpretation

Result Delivery

• Results will be made available through your account when processing is complete

• You will receive notification when Results are available

• Results may be shared with your veterinarian with your authorization

• Technical issues may delay Result delivery; we are not liable for delivery delays

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AI-Assisted Interpretation

Our Platform uses artificial intelligence and automated systems to:

• Provide educational context for test results

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Important Limitations:

• Automated assessments support, but do not replace, professional veterinary judgment

• Final medical decisions must be made by a veterinarian based on complete clinical evaluation

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Result Accuracy and Limitations

1. No Guarantee of Accuracy: While we use accredited laboratories and qualified professionals, we do not guarantee the accuracy, completeness, or reliability of any Results.

2. False Results: Laboratory testing may produce false positive or false negative results due to sample quality, timing, biological variation, laboratory error, or other factors.

3. Interpretation Required: Results must be interpreted by a qualified veterinarian in the context of the Animal's complete medical history and clinical presentation.

4. Time-Sensitive: Results reflect the Animal's condition at the time of sample collection and may not represent current health status.

5. Not Comprehensive: Testing screens for specific conditions and may not detect all health issues.

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Your Responsibility

You acknowledge and agree that:

• You are responsible for sharing Results with your veterinarian

• You will not rely solely on our Results for medical decisions

• You will seek appropriate veterinary care if results are abnormal or concerning requiring prompt medical attention

• You understand the limitations of laboratory testing

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Fees and Payment

Service Fees

• Fees for Services are displayed on our Platform at the time of ordering

• All fees are in Australian Dollars (AUD) or Canadian Dollars (CAD) depending on service location

• Fees include applicable taxes (GST in Australia, HST/GST in Canada) unless otherwise stated

• Prices may change at any time; you will be charged the price displayed at the time of order

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Payment Terms

1. Payment is required at the time of service ordering unless other arrangements are made

2. We accept payment by credit card, debit card, and other methods as indicated on our Platform

3. For veterinary practice accounts with approved credit terms, payment is due within 14 days of invoice date

4. Late payments may incur interest charges and suspension of Services

5. You authorize us to charge your payment method for all fees incurred

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Refunds and Cancellations

• Before Sample Submission: You may cancel your order for a full refund before submitting your Sample

• After Sample Submission: Orders cannot be cancelled once Samples are received by the laboratory

• Failed Tests: If testing cannot be completed due to laboratory error or our failure, you will receive a full refund

• Unsuitable Samples: If your Sample is rejected due to quality issues on your part, refunds are not provided

• Consumer Guarantees: Nothing in this section limits your rights under the Australian Consumer Law or other applicable consumer protection laws

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Disputed Charges

If you dispute any charges, you must notify us in writing within 60 days of the charge. We will investigate and respond within 30 days.

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Intellectual Property Rights

Our Intellectual Property

All content, features, and functionality of our Services, including but not limited to:

• Software, code, algorithms, and artificial intelligence systems

• Text, graphics, logos, images, and visual designs

• Trademarks, service marks, and brand names

• Data structures, databases, and compilations

• Educational content and health information

are owned by Charlie Pet Health or our licensors and are protected by intellectual property laws.

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Limited License

We grant you a limited, non-exclusive, non-transferable, revocable license to:

• Access and use our Platform for permitted purposes

• View and download your Animal's Results for personal use

• Access educational content for personal, non-commercial use

This license does not permit you to:

• Reproduce, modify, or create derivative works from our content

• Distribute, sell, or commercially exploit our content

• Remove or alter copyright, trademark, or other proprietary notices

• Use our trademarks or branding without written permission

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Your Content

You retain ownership of information and content you provide to us. By using our Services, you grant us a worldwide, non-exclusive, royalty-free license to use, store, process, and display your content as necessary to provide Services and improve our Platform.

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Privacy and Data Protection

Your personal information and Animal health data are handled in accordance with our Privacy Policy, which forms part of these Terms.

Key privacy principles:

• We collect only information necessary to provide Services

• We protect your information with appropriate security measures

• We do not sell your personal information to third parties

• We share information only as disclosed in our Privacy Policy

• You have rights to access, correct, and delete your information

Please review our Privacy Policy for complete details about how we handle your data.

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Limitation of Liability

Disclaimer of Warranties

To the maximum extent permitted by law:

Our Services are provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to:

• Implied warranties of merchantability, fitness for a particular purpose, or non-infringement

• Warranties regarding accuracy, reliability, or completeness of Results

• Warranties that Services will be uninterrupted, timely, secure, or error-free

• Warranties regarding quality of diagnostic testing or laboratory services

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Exclusion of Liability

To the maximum extent permitted by law, we are not liable for:

• Any injury, illness, death, or harm to any Animal arising from or related to use of our Services

• Inaccurate, incomplete, delayed, or failed test Results

• Errors, omissions, or delays in Result reporting or interpretation

• Reliance on our Results or educational content for medical decisions

• Actions or omissions of Laboratory Partners, veterinarians, or other third parties

• Loss of data, business interruption, or system failures

• Indirect, incidental, consequential, punitive, or special damages

• Any claim arising from veterinary malpractice, misdiagnosis, or treatment decisions

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Maximum Liability Cap

To the maximum extent permitted by law:

Our total liability to you for any claims arising from or related to these Terms or our Services shall not exceed the amount you paid us for Services in the 12 months preceding the claim, or AUD $100, whichever is greater.

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Consumer Law Protection

Important: Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law (ACL), the Canadian Consumer Protection Act, or other applicable consumer protection legislation that cannot lawfully be excluded.

Under the ACL, goods and services come with guarantees that cannot be excluded. If we fail to comply with a consumer guarantee:

• For major failures, you may be entitled to cancel your service contract and obtain a refund or compensation

• For minor failures, we must remedy the problem within a reasonable time

• You may be entitled to compensation for reasonably foreseeable loss or damage

These limitations of liability apply only to the extent permitted by law in your jurisdiction.

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Professional Standards and Veterinary Relationship

Not Veterinary Practice

Charlie Pet Health coordinates diagnostic testing services but does not engage in the practice of veterinary medicine. All interpretation and clinical recommendations are provided by qualified, licensed veterinary professionals or clearly identified as educational content.

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Compliance and Regulatory Matters

Regulatory Compliance

We comply with applicable laws and regulations, including:

• Australian veterinary practice regulations (state and territory)

• Canadian veterinary practice regulations (provincial)

• Privacy and data protection laws (Privacy Act 1988, PIPEDA)

• Consumer protection laws (Australian Consumer Law, Canadian Consumer Protection Acts)

• Laboratory accreditation and quality standards

• Animal health and biosecurity regulations

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Laboratory Accreditation

Our Laboratory Partners maintain appropriate accreditation and quality certifications, including:

• NATA (National Association of Testing Authorities) accreditation in Australia

• ISO 17025 or equivalent international laboratory standards

• Compliance with veterinary diagnostic laboratory regulations

• Regular quality control and proficiency testing programs

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Reporting Requirements

We may be required by law to report certain animal health findings to government authorities, including:

• Notifiable diseases and conditions

• Public health risks

• Zoonotic disease surveillance

• Biosecurity threats

You acknowledge and consent to such reporting as required by law.

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Indemnification

You agree to indemnify, defend, and hold harmless Charlie Pet Health, its affiliates, officers, directors, employees, agents, and partners from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable legal fees) arising from or related to:

• Your use or misuse of our Services

• Your breach of these Terms

• Your violation of any law or regulation

• Your violation of any third-party rights

• Inaccurate or misleading information you provide

• Unauthorized use of your account

• Any claims related to your Animal's health or veterinary care

This indemnification obligation survives termination of these Terms.

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Term and Termination

Term

These Terms commence when you first access or use our Services and continue until terminated by either party.

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Termination by You

You may terminate your account at any time by:

• Contacting our support team to request account closure

• Following account deletion procedures in your account settings

Termination does not entitle you to refunds for Services already provided.

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Termination by Us

We may suspend or terminate your access to Services immediately, without notice, if:

• You breach these Terms

• You engage in fraudulent, abusive, or illegal activity

• Your account has been inactive for more than 24 months

• We are required to do so by law or regulatory authority

• We cease providing Services

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Effects of Termination

Upon termination:

• Your right to access and use Services immediately ceases

• We may delete your account and associated data (subject to legal retention requirements)

• You remain liable for all fees and charges incurred before termination

• Sections of these Terms that by their nature should survive will continue to apply

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Data After Termination

We will retain your data for legal and regulatory compliance purposes as outlined in our Privacy Policy, typically for 7 years after termination. You may request a copy of your data before account deletion.

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Dispute Resolution

Governing Law

• For Australian clients: These Terms are governed by the laws of New South Wales, Australia

• For Canadian clients: These Terms are governed by the laws of the province in which you reside

• You submit to the non-exclusive jurisdiction of the courts in the applicable jurisdiction

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Pre-Action Notice

Before commencing any legal proceedings, you must:

1. Provide written notice of your dispute to our Legal Department

2. Allow us 30 days to investigate and respond

3. Participate in good faith negotiations to resolve the dispute

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Dispute Resolution Process

If negotiations fail, disputes should be resolved through:

1. Mediation: The parties will attempt to resolve the dispute through mediation before commencing legal proceedings

2. Small Claims: Disputes involving amounts within small claims court jurisdictional limits may be brought in small claims court

3. Court Proceedings: If mediation fails, either party may commence court proceedings in the appropriate jurisdiction

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Consumer Dispute Resolution

Nothing in this section prevents you from:

• Seeking resolution through consumer protection agencies

• Filing complaints with regulatory authorities

• Pursuing statutory rights under consumer protection laws

• Accessing industry ombudsman schemes where applicable

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General Provisions

Entire Agreement

These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Charlie Pet Health regarding our Services and supersede all prior agreements and understandings.

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Amendment of Terms

We may update these Terms at any time by:

• Posting the updated Terms on our Platform with a new effective date

• Notifying registered users by email

• Displaying a prominent notice on our Platform

Your continued use of Services after changes take effect constitutes acceptance of the updated Terms. If you do not agree to changes, you must stop using our Services.

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Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision will be modified to the minimum extent necessary to make it valid and enforceable, or if modification is not possible, severed from these Terms. The remaining provisions will continue in full force and effect.

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Waiver

Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision. Any waiver must be in writing and signed by an authorized representative of Charlie Pet Health.

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Assignment

You may not assign or transfer these Terms or your account without our prior written consent. We may assign these Terms to any affiliate or in connection with a merger, acquisition, or sale of assets with notice to you.

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Force Majeure

We are not liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including:

• Natural disasters, pandemics, or public health emergencies

• War, terrorism, civil unrest, or government actions

• Strikes, labor disputes, or supply chain disruptions

• Internet, telecommunications, or power failures

• Laboratory closures or equipment failures

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Relationship of Parties

Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between you and Charlie Pet Health. You have no authority to bind Charlie Pet Health or make commitments on our behalf.

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Third-Party Beneficiaries

These Terms are for the benefit of the parties only. No third party has the right to enforce any provision of these Terms.

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Survival

Provisions of these Terms that by their nature should survive termination will survive, including but not limited to: Intellectual Property Rights, Limitation of Liability, Indemnification, Dispute Resolution, and General Provisions.

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Notices and Communications

How to Contact Us

For questions, concerns, or notices regarding these Terms:

Charlie Pet Health

Vita Spot Operations Pty Ltd

Email: info@charliepethealth.com

Phone: +61 409 043 946

Australia Operations:
116/810 Elizabeth Street, Waterloo NSW 2017

Canada Operations:
135 17^TH Street East

Unit 1401

North Vancouver, BC

V7L 0C4

Service of Legal Notices

Legal notices must be sent by registered mail or email to the addresses above. Notices are deemed received:

• If sent by email: When sent to the specified email address

• If sent by mail: 5 business days after posting (Australia), 7 business days (Canada)

Customer Support

For non-legal inquiries, technical support, or service questions:

Email: info@charliepethealth.com

Acknowledgment and Acceptance

By creating an account, submitting a Sample, or using our Services, you acknowledge that:

• You have read and understood these Terms

• You agree to be bound by these Terms

• You understand the limitations and disclaimers regarding our Services

• You acknowledge that our Services supplement but do not replace veterinary care

• You will use Services responsibly and in accordance with these Terms

• You understand your rights under consumer protection laws

If you have questions about these Terms, please contact us before using our Services.

Last Updated: March 25, 2026

Vita Spot Pty Ltd (ABN: [Insert ABN])
Trading as Charlie Pet Health

These Terms and Conditions comply with the Australian Consumer Law, Canadian consumer protection legislation, and applicable veterinary practice regulations in Australia and Canada.