25 Mar 2019

Terms and conditions



Terms and conditions

iVet Data is a brand of PT iVet Data Global, a duly notarized limited liability company registered in Jakarta, whose registered office address is at Ruko Kebon Jeruk A9-3, Jakarta 11630. This document sets out the terms of registration established between us and you (the vets, or the registered animal owner, or individual requesting veterinary IT solution services) which comes into being when you register your animal in our database or when you ask us to provide veterinary IT solution services.

Should you have any queries regarding any aspect of these terms of business please do not hesitate to ask us for further clarification.

General terms (applying to the provision of all goods and services)

Estimates

Estimates are provided verbally either at the time of booking the appointment or during the consultation itself. Written estimates are available on request. All estimates given are only approximate, and the final fee could be higher or lower than this estimate depending on complications during treatment and patient response to treatment. We will endeavor to contact you as soon as we have reason to believe that the costs could be significantly higher than the estimate.

Fees

All fees for services including subscriptions and prices for goods are subject to VAT at the applicable rate (currently 10% for standard-rated items). Prices for goods are as marked or notified at the point of purchase. A full fee breakdown will appear on your invoice.

Fees for services include our professional fees in respect of the veterinary IT solution services provided along with the cost of any materials or consumables used in the provision of the services. Professional fees vary according to the time spent on a case, and the level of expertise required of the staff to provide best solution for your needs.

Payments

Please refer to the specific terms regarding payment for small animal and large animal and commercial work below.

The following general payment terms apply in all cases.

If you become unable to pay your subscription account according to the standard terms, this must be discussed with the us as soon as possible to avoid termination of your account after one month.

If you do not pay your goods purchases when they fall due we shall take such action as we consider appropriate to recover our fees which may include the suspension of any further goods and/or services until you have paid any outstanding sums in full. Where we consider it appropriate to do so we may require payment on account before goods and/or services are provided.

Client records

Client and clinical records, and other such similar documents (including, but not limited to, digital imaging results), are and shall remain the property of individual Vet member. Copies of clinical records may be passed to another veterinary clinic on request.

We never discuss or sell confidential records to any third party other than if you consent or are referred to another veterinary clinic.

Liability

Our liability in respect of all and any claims, damages or losses arising in respect of the digital subscription, goods and/or services provided by us shall be limited to the value of the goods and/or services to which the claim, damages or loss relates.

Data protection

When you register your client  or request that we provide veterinary IT services we will collect personal data about you and, where relevant, your employees and/or agents. We will only collect data that we need to perform the services, take payment or contact you such as names, contact details and possibly some financial details. Please note that we may pass your details to our legal advisers for the purpose of recovering unpaid fees if you do not pay invoices when they fall due. From time to time we may also use your contact details to provide you with information about new services or special offers offered by the iVet Data or selected third parties.

We comply with the Indonesian Minister of Communication and Informatics (MOCI) Regulation No. 20 of 2016 regarding Personal Data Protection in Electronic Systems (MOCI Regulation 20) and will take reasonable precautions to ensure that your data is kept securely, used appropriately and is not shared with third parties except as required for the purposes outlined above. You are entitled to be provided with details of the data that we hold about you upon request.

Complaints

We pride ourselves on offering a quality service, and take customer complaints seriously. Should we not meet your expectations on any aspect of our service, please let us know at the time where possible.

Alternatively, should you wish to raise a formal complaint, we ask that you contact us in person, by telephone or in writing within three months of the complaint event. Our manager will then investigate your complaint in accordance with our Complaints Procedure.

If you are not happy with the outcome of the investigation, you may ask for a review or re-investigation in accordance with our Complaints Procedure. Stage 2 complaints should be raised within three months of the outcome of the Stage 1 investigation.

If you are not happy with the outcome of a Stage 2 investigation, you may invoke Stage 3 of our Complaints Procedure. At Stage 3, we recommend that you refer your complaint for external mediation through BANI (Badan Arbitrase Nasional Indonesia) within three months of the outcome of the Stage 2 investigation.

Alternatively please feel free to email any feedback or complaints to contact@ivetdata.com.

Additional terms

Payment

You must pay for all goods at the point of purchase. You will be advised exactly when payments are due depending upon the nature of the goods that we provide to you but you should expect to make payments upon opening a Purchase Order. In the event of shortage in supply, we may require part payment in advance of any period of importation. We will be accessible to discuss the progress of your purchases and the fees incurred.

Coverage

Please note that if a pet is microchipped and registered in our database we will assume that any Vets other than the registered pet owner is duly authorized by the registered pet owner to record their microchip identification number into the database. Where a pet is not registered in our database, we will assume no responsibility for tracking the animals.

Visitation

In most cases you will be able to register and order our goods and services directly through digital channels including our website or mobile app. However, there are some cases when it may be preferable to provide demo at your home. We endeavor to come out to your clinic at your convenience. There is an additional charge for a visitation that requires extra days . You will be provided with an estimate of fees when calling to book a visit.

Out of hours customer support

We have provisions in place to provide emergency customer support for outside normal business hours. In circumstances where this is provided by a third party operating from our premises, any fees incurred during the out of hours times will be payable directly to that third party. Further details concerning the precise arrangements for emergency service are available on case to case basis.