Version: 1.0.0
Status: In force
Effective date: 2026-01-04
Entity: DigiVet sp. z o.o.
Scope: booking and provision of veterinary appointments at DigiVet clinics

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1. Purpose of the Terms and Conditions

These Booking Terms and Conditions (“Terms”) define the rules for booking, cancelling and attending appointments at DigiVet clinics.

The purpose of these Terms is to:

• ensure fair access to veterinary care for all patients,
• protect the working time of veterinarians and the medical team,
• prevent appointment slots from being blocked by visits that do not take place,
• maintain a high standard of care for animals.

Every unattended appointment means that another animal could not receive help at that time.

2. DigiVet Booking System

Appointments are booked exclusively via the DigiVet Booking System, available online.

The DigiVet Booking System:

• allows the selection of a service, date and veterinarian,
• displays cancellation rules applicable to a given service,
• indicates whether a deposit is required (if applicable),
• requires acceptance of these Terms before confirming a booking.

Booking an appointment constitutes entering into an agreement for the provision of veterinary services under the terms specified herein.

3. Nature of the appointment price

3.1 Informational price

The price shown in the DigiVet Booking System is informational and refers to the type of service booked.

3.2 Final price

The final price of the appointment:

• corresponds to the scope of services actually provided,
• includes administered medicines and preparations,
• is determined and settled in DigiVet’s medical and financial system,
• is always communicated to the client before any additional procedures are performed.

3.3 Change of service type

If, during the appointment, it turns out that the patient’s actual needs require a different type of service than originally booked:

• the veterinarian informs the client,
• the veterinarian presents the appropriate scope and price of the service,
• the client gives consent (or refuses).

Example:

• Booking: “Follow-up visit – 100 PLN”
• On-site: a new health issue is identified requiring full diagnostics
• The visit becomes: “Diagnostic visit – 180 PLN”
• The client is informed and gives consent before continuation.

3.4 Transparency principle

DigiVet operates on the basis of full price transparency:

• no procedure is performed without the client’s knowledge,
• no fee is charged without prior information,
• the client has the right to refuse any procedure for financial reasons.

4. Appointment cancellation – general rules

The ability to cancel an appointment depends on the type of service booked.

Cancellation rules are part of the DigiVet booking policy and are intended to:

• allow other patients to use freed appointment slots,
• enable rational planning of the medical team’s work,
• ensure continuity of veterinary care.

The exact deadline for cancelling an appointment:

• is displayed during the booking process,
• is confirmed in system notifications.

5. Cancellation windows by service type

5.1 Standard clinical services

(general consultations, follow-ups, vaccinations, preventive care)

Cancellation is possible up to 6 hours before the scheduled appointment time.

5.2 Specialist and high-cost services

(in particular diagnostic ultrasound examinations and cardiology diagnostics)

Cancellation is possible up to 24 hours before the scheduled appointment time.

The extended cancellation window results from:

• the involvement of specialist veterinarians,
• the high organisational cost of such appointments,
• limited ability to replace the patient at short notice.

6. No-Show – failure to attend an appointment

6.1 Definition of No-Show

A No-Show occurs when:

• the client does not attend the scheduled appointment, and
• does not cancel the appointment in accordance with the applicable rules.

6.2 Impact of a No-Show

Failure to attend an appointment:

• blocks a time slot that could have been used by another animal,
• disrupts the work of the medical team,
• reduces the availability of veterinary care for other patients.

7. No-Show policy and escalation

7.1 First No-Show

• no fee is charged,
• the client receives an educational notice explaining the booking rules.

7.2 Second No-Show

• the client becomes subject to a deposit requirement for future bookings.

7.3 Subsequent No-Shows

• each subsequent booking requires a deposit,
• DigiVet reserves the right to refuse bookings in extreme cases.

8. Deposit

The deposit:

• is not part of the service price,
• serves as a mechanism of responsibility for reserving an appointment slot,
• is credited towards the appointment if it takes place,
• is forfeited in the event of a No-Show.

The requirement to pay a deposit is always clearly communicated in the DigiVet Booking System before the booking is confirmed.

9. System notifications regarding cancellations

The DigiVet Booking System displays:

• confirmation of a successful cancellation, or
• information that cancellation is no longer possible, together with an explanation and a reference to these Terms.

The purpose of these notifications is to ensure full awareness of the booking rules.

10. Client obligations

The client undertakes to:

• provide accurate contact details,
• read and accept these Terms before making a booking,
• arrive on time for the appointment,
• inform DigiVet of inability to attend in accordance with the cancellation rules.

11. Final provisions

1. Booking an appointment constitutes acceptance of these Terms.
2. These Terms apply to all DigiVet clients.
3. DigiVet reserves the right to amend these Terms.
4. The current version of the Terms is available on the DigiVet website.