Direct2Vet terms of use

1. Acceptance of Terms

2. Definitions

In these Terms: you means the veterinary practice and/or veterinary professional accessing the Portal; insurer means the insurance provider operating the Portal; insured means the insurer’s policyholder (pet owner); Policy means the relevant insurance policy issued to the insured; and Portal means Direct2Vet (including any related systems, functionality and content).

By accessing or using this portal (Portal), you agree to be bound by these Terms of Use (Terms).

3. Independent Status (No Agency)

You acknowledge and agree that:

You act as an independent veterinary provider.
You are not an agent, partner, or representative of the insurer.
You have no authority to bind the insurer, approve claims, confirm coverage, or vary policy terms.

4. Nature of the Service

The Portal enables you to submit invoices and supporting documentation to facilitate claims assessment and, where applicable, payment by the insurer.

The Portal does not:

Provide coverage advice;
Guarantee payment; or
Create any entitlement to payment.

5. No Coverage Representation / Estimates Only

Any information displayed in the Portal (including benefit estimates or claim status indicators):

Is provided for convenience only;
Is indicative and non-binding; and
Does not constitute a representation, pre-approval, or guarantee of coverage or payment.

All claims are assessed solely in accordance with the relevant insurance policy.

6. Claims Assessment and Payment Structure

6.1 No Obligation to Pay the Provider

You acknowledge and agree that:

The insurer’s obligation (if any) is to indemnify the insured in accordance with the policy.
The insurer does not owe you any independent payment obligation.

6.2 Payments Made on Behalf of the Insured

Where the insurer elects to make a payment to you:

That payment is made on behalf of the insured for convenience only;
It does not create a separate contract or debt between you and the insurer;
It does not constitute an assignment of rights unless expressly agreed in writing.

6.3 No Guarantee of Payment

Submission of an invoice:

Does not create any entitlement to payment;
Does not prevent the insurer from declining, reducing, or adjusting the claim.

6.4 Client Responsibility for Fees

You acknowledge that:

The pet owner (insured) remains solely responsible for all veterinary fees;
You must not represent to any client that the insurer will pay any amount;
Any unpaid amount (including where a claim is declined or reduced) remains recoverable from the client.

7. Portal Access and Account Security

You are responsible for maintaining the confidentiality of any usernames, passwords and access credentials used to access the Portal.
You must promptly notify the insurer if you become aware of any unauthorised access to, or use of, the Portal or your credentials.
You are responsible for all activity conducted through your account, except to the extent caused by the insurer.
The insurer may disable or revoke credentials at any time for security, maintenance, or suspected misuse.

8. Accuracy of Information

You warrant that all information submitted via the Portal:

Is true, accurate, complete, and not misleading;
Accurately reflects services provided; and
Is supported by proper clinical records.

The insurer may rely on this information in assessing claims.

9. Client Consent and Privacy

You warrant that you have obtained all necessary consents from the insured to:

Disclose personal and clinical information to the insurer; and
Allow the insurer to use that information for claims handling purposes.
The insurer handles personal information in accordance with the Privacy Act 1988 and its Privacy Policy.

10. Audit, Verification, and Withholding

The insurer may:

Request further information or clarification;
Verify invoices and clinical records;
Delay or withhold payment pending verification.
Failure to comply may result in claim denial or suspension of access.

11. Clinical Independence

All diagnosis, treatment, and clinical decisions remain solely your responsibility.

The insurer does not provide clinical advice or direct treatment.

12. Prohibited Conduct

You must not:

Submit false, inflated, or misleading claims;
Misrepresent coverage to clients;
Use the Portal in breach of any law.

The insurer may suspend or terminate access where misuse is suspected.

13. Platform Availability

The insurer does not guarantee uninterrupted or error-free operation of the Portal and is not liable for delays or system outages.

14. Limitation of Liability

To the maximum extent permitted by law:

The insurer excludes liability for any indirect or consequential loss;
The insurer is not liable for any reliance on indicative information displayed in the Portal.