Last updated: October 6, 2026. This is a translation of the Bulgarian original; if the two versions differ, the Bulgarian version prevails.
1.1. These Terms of Use govern the use of the vetswise.com website (the “Website”) and of the VetsWise veterinary practice management software (the “Platform”), as well as the relationship between the provider of the Platform and its customers.
1.2. The provider is SmartVet OOD (the “Provider”), UIC 208259494, registered in the Commercial Register and Register of Non-Profit Legal Entities of the Bulgarian Registry Agency, with its registered office and management address at 23 Moryashka St., floor 7, apt. 55, Asparuhovo district, Varna 9000, Bulgaria, email [email protected], phone +359 895 003 162.
1.3. How the Provider processes the personal data of visitors, customers and users is described in the Privacy Policy.
1.4. By using the Platform or the Website, the Customer, its Users and Visitors accept these Terms of Use and agree to comply with them. Anyone who does not agree with them should stop using the Platform and the Website.
1.5. The Provider may amend these Terms of Use as set out in section 15. The current version is published in Bulgarian at https://vetswise.com/terms-of-use/, and this English translation at https://vetswise.com/en/terms/. The use of the Website and the Platform is governed by the version in effect at the time.
3.1. The Platform is intended for professional use by veterinary clinics, veterinarians, grooming salons and others in the course of their business or profession. Customers are not consumers within the meaning of the Bulgarian Consumer Protection Act, so its provisions, including the right to withdraw from a distance contract, do not apply to the Contract.
3.2. The Platform is a tool for organizing work. It does not give veterinary medical advice and does not replace a veterinarian’s professional judgment. The Customer is responsible for medical decisions, for the accuracy of the data entered and for meeting the requirements that apply to its practice, including veterinary records, the logs required by the Bulgarian Food Safety Agency (BFSA), veterinary prescriptions, fiscal devices and accounting.
4.1. Visitors may browse the Website freely and without registering.
4.2. It is prohibited to extract content from the Website automatically by means of scripts, bots or other programs without the Provider’s written consent, to interfere with the operation of the Website, to circumvent its security measures, or to use it in breach of the law.
4.3. The Website may contain links to third-party websites. The Provider is not responsible for their content or policies.
5.1. The Customer may request a free trial through a form on the Website, by email or by phone. The trial lasts 30 days, includes full access to all modules and requires no payment upfront. When it ends, a Subscription starts only if the Customer expressly chooses one.
5.2. If the Customer does not choose a Subscription by the end of the trial, access is suspended. The data entered during the trial is kept for another 30 days so that the Customer can continue working with it, and is then deleted.
5.3. The Contract is concluded when the Customer accepts these Terms of Use on registration, on choosing a Subscription or by signing an order or contract, and the Provider activates the Customer’s account. Acceptance by electronic means has the force of a written statement under the Bulgarian Electronic Document and Electronic Trust Services Act.
5.4. The person accepting these Terms of Use on behalf of the Customer represents that they are authorized to act for the Customer.
5.5. If the parties have signed an individual written contract, its terms take precedence over these Terms of Use.
6.1. The Provider makes the Platform available with the care of a prudent business and uses reasonable efforts to keep it available at all times. The Platform is hosted in data centers in the European Union, with a separate database for each clinic, an encrypted connection (HTTPS) and automatic daily backups.
6.2. The Provider may temporarily restrict access for scheduled maintenance and updates, carrying them out outside normal business hours where possible and notifying the Customer in advance. In the event of failures, attacks or other emergencies, access may be restricted without notice for as long as it takes to resolve them.
6.3. The Provider develops the Platform and may add, change or remove features. If a change materially limits a core feature that the Customer uses, the Customer may terminate the Contract with immediate effect and receive a refund of the amount paid for the unused period.
6.4. The Provider offers technical support in Bulgarian by email and phone on business days. As part of the Subscription, the Provider transfers the patients, their owners and their history from the Customer’s previous software into the Platform free of charge, to the extent the data can be exported from it.
6.5. The Provider’s staff access Customer Data only as far as necessary for support, troubleshooting, data transfer and security, or at the Customer’s request.
7.1. The Customer creates its Users’ accounts, sets their roles and permissions, and is responsible for the actions taken through them.
7.2. Login credentials are personal. The Customer and its Users must keep them secret and must not share them. The Customer must notify the Provider immediately if it suspects unauthorized access.
7.3. The Provider may temporarily block an account that it reasonably suspects has been compromised or is being used in breach of the Contract, and will notify the Customer.
8.1. Subscription prices are shown on the Website or in an individual quote, in euros. Prices do not include VAT. As long as the Provider is not registered under the Bulgarian Value Added Tax Act, no VAT is charged.
8.2. The Subscription is paid in advance for the chosen period, a month or a year, against an invoice, within the time limit and by the method stated on it. Promotional prices apply for the period and on the terms of the relevant offer, after which the regular price applies.
8.3. The Subscription renews automatically for a new period of the same length unless the Customer cancels it before the current period ends.
8.4. The Provider may change its prices by notifying the Customer by email at least 30 days in advance. The new price applies from the start of the next Subscription period, and the price of a period already paid for does not change. A Customer who does not accept the new price may terminate the Contract with effect from the end of the current period.
8.5. If a payment is more than 14 days late, the Provider may restrict access to the Platform after giving notice. Customer Data is preserved, and access is restored once payment is made. Statutory interest is due for the delay.
8.6. Amounts paid are not refunded if the Customer terminates the Contract before the end of the paid period. They are refunded pro rata for the unused period if the Contract is terminated by the Provider through no fault of the Customer, or because of a material breach by the Provider.
9.1. The Customer uses the Platform only for lawful purposes and in accordance with the Contract, and is responsible for its Users complying with these Terms of Use.
9.2. It is prohibited to: give access to the Platform to anyone outside the Customer’s organization or resell it; copy or decompile the Platform or attempt to extract its source code, except where permitted by the Bulgarian Copyright and Related Rights Act; carry out load or security testing without the Provider’s written consent; upload malware or content that breaks the law or infringes the rights of others; circumvent the Platform’s technical limits.
9.3. Some features work through third-party services that the Customer connects at its own choice, such as SMSAPI for SMS reminders. For these, the Customer contracts directly with the third party and pays its fees. The Provider is not responsible for the operation, prices or terms of these services.
10.1. Customer Data belongs to the Customer. The Provider uses it only to provide, maintain and protect the Platform, does not sell it, and does not share it with third parties for their own purposes.
10.2. The Provider may use aggregated, anonymized statistics on the use of the Platform, from which neither the Customer nor its clients or Users can be identified, to improve the service.
10.3. The Customer may download its data at any time through the reports in the Platform or request a copy by email. After the Contract ends, at the Customer’s request made within 90 days of termination, the Provider provides a free copy of the Customer Data in a common machine-readable format.
10.4. Customer Data is kept for 90 days after the Contract ends, during which the Customer may request a copy or renew its Subscription. At least 14 days before this period expires, the Provider sends the Customer a reminder by email. The data is then permanently deleted, and removed from backups as they are routinely overwritten, unless the law requires it to be kept.
11.1. For the personal data in the Customer Data, the Customer is the controller and the Provider is the processor. This section is the contract between them under Article 28(3) of Regulation (EU) 2016/679 (the “GDPR”).
11.2. Subject matter and duration. The Provider processes the data to provide the Platform: storage, backups, display, search, reports and documents, sending messages on the Customer’s instructions, technical support and data transfer. Processing lasts for as long as the Contract is in force and until the data is deleted under clause 10.4.
11.3. Types of data and data subjects. The Customer’s clients, the owners of patients, and their representatives: names, phone number, email address, postal address, identification data where the Customer enters it for documents, visit history, payments, outstanding balances and correspondence. The Customer’s staff: names, contact details, role, work schedule, vacation, sick leave and the action log. Other persons whose data the Customer enters.
11.4. Instructions. The Provider processes the data only on the Customer’s documented instructions, which are set out in the Contract and in the Customer’s actions and settings in the Platform, unless European Union or Bulgarian law requires otherwise. In that case, the Provider informs the Customer unless the law prohibits it. The Provider informs the Customer immediately if, in its opinion, an instruction infringes the GDPR.
11.5. Confidentiality and security. The Provider ensures that persons with access to the data have committed themselves to confidentiality, and applies the measures under Article 32 GDPR described in clause 6.1 and in the Privacy Policy.
11.6. Sub-processors. The Customer gives the Provider general authorization to engage sub-processors. As of the last update, these are Amazon Web Services EMEA SARL (hosting of the Platform in the European Union) and SuperHosting.BG EOOD (email). The Provider notifies the Customer at least 30 days before engaging a new sub-processor. The Customer may object and, if the objection is not accommodated, terminate the Contract before the change. The Provider imposes the same data protection obligations on its sub-processors and is liable for them as for its own acts.
11.7. Transfers outside the European Economic Area. Customer Data is stored in the European Union. Transfers to third countries are allowed only in compliance with Chapter V of the GDPR.
11.8. Assistance. Taking into account the nature of the processing, the Provider assists the Customer in responding to data subject requests and in meeting its obligations under Articles 32 to 36 GDPR. If a data subject contacts the Provider directly, the Provider forwards the request to the Customer without undue delay.
11.9. Security breaches. The Provider notifies the Customer without undue delay, and no later than 48 hours after becoming aware of a personal data breach, and provides the available information the Customer needs to notify the supervisory authority and the persons affected.
11.10. Return and deletion. After the Contract ends, the Provider returns and deletes the data in accordance with clauses 10.3 and 10.4.
11.11. Audits. The Provider makes available to the Customer the information needed to demonstrate compliance with this section, and allows audits by the Customer or an auditor it appoints, with at least 30 days’ notice, during business hours, no more than once a year except after a security breach, and at the Customer’s expense.
11.12. The Customer warrants that it has a legal basis for processing the data it enters and that it has informed the persons concerned in accordance with Articles 13 and 14 GDPR. When the Customer connects a third-party service (such as SMSAPI), it instructs the Provider to transmit the necessary data to that service, and the third party processes the data under its contract with the Customer.
12.1. The Platform, its software, design and documentation, the VetsWise name and logo, and the content of the Website belong to the Provider or its licensors and are protected by the Bulgarian Copyright and Related Rights Act and other applicable laws.
12.2. For the term of the Contract, the Customer receives a non-exclusive, non-transferable right to use the Platform through its Users for the needs of its own business. The Contract does not transfer any other rights.
12.3. The content of the Website may not be reproduced, distributed or used for commercial purposes without the Provider’s written consent, except where the law allows it.
12.4. The Provider may freely use the Customer’s suggestions and feedback to improve the Platform, without owing any compensation.
13.1. Each party is liable for failing to perform its obligations under the Contract in accordance with Bulgarian law and subject to the limitations in this section.
13.2. The Provider is not liable for damage caused by: inaccurate, incomplete or unlawfully entered Customer Data; medical, business or other decisions made on the basis of information in the Platform; actions of Users or of third parties who gained access with the Customer’s login credentials; faults in the Customer’s devices, internet connection, fiscal devices or software; the third-party services under clause 9.3; force majeure within the meaning of Article 306 of the Bulgarian Commerce Act.
13.3. If data is lost through the Provider’s fault, the Provider restores it from the latest available backup.
13.4. The Provider’s total liability under the Contract is limited to the amount paid by the Customer for the 12 months preceding the event giving rise to it. The Provider is not liable for lost profits or indirect damage.
13.5. The limitations in this section do not apply in cases of intent or gross negligence (Article 94(1) of the Bulgarian Obligations and Contracts Act), or in any other case where the law does not allow liability to be limited.
13.6. The Customer is responsible for the content of the Customer Data and indemnifies the Provider against third-party claims arising from the Customer’s unlawful entry or processing of that data.
14.1. The Contract is concluded for an indefinite term and runs for consecutive Subscription periods.
14.2. The Customer may terminate the Contract at any time by notice sent by email. Termination takes effect at the end of the current paid period, and access continues until then.
14.3. The Provider may terminate the Contract with 30 days’ written notice, refunding pro rata the amount paid for the period after termination.
14.4. Either party may terminate the Contract without notice if the other party fails to perform a material obligation and does not remedy the breach within 14 days of a written request. The Provider may also terminate the Contract without notice if a payment is more than 30 days late after the notice under clause 8.5, or if the Platform is used in breach of the law.
14.5. Upon termination, access to the Platform ends, and Customer Data is provided and deleted in accordance with clauses 10.3 and 10.4. Amounts due up to termination remain payable.
14.6. Notices between the parties may be sent by email to the addresses provided when the Contract was concluded or later, and are deemed to be in writing.
15.1. The Provider may amend these Terms of Use by notifying Customers by email and on the Website at least 30 days before the changes take effect.
15.2. A Customer who does not accept the changes may terminate the Contract before they take effect and receive a pro rata refund for the unused period. If the Customer continues to use the Platform after the changes take effect, it is deemed to have accepted them.
15.3. Changes required by law or by a decision of a competent authority, or changes that do not adversely affect Customers, may take effect sooner.
16.1. The Contract and these Terms of Use are governed by Bulgarian law.
16.2. The parties will try to settle any dispute between them through negotiation. If they cannot reach agreement, the dispute will be referred to the competent court in Varna, Bulgaria.
16.3. If these Terms of Use are also published in another language, the Bulgarian text prevails in case of any discrepancy.
17.1. Before SmartVet OOD, VetsWise was provided by the civil-law partnership DZZD Bratya Penchevi, UIC 177240354. Contracts concluded with DZZD Bratya Penchevi are transferred to SmartVet OOD, and Customers are notified of this by email. Continuing to use the Platform after the notice constitutes consent to the transfer. A Customer who does not agree may terminate the Contract within 30 days of the notice and receive a pro rata refund for the unused period.
17.2. These Terms of Use are in effect from October 6, 2026. For Customers who entered into a contract before that date, they take effect 30 days after the notice by email, unless the Customer expressly accepts them earlier.
17.3. If any provision of these Terms of Use is or becomes invalid, the remaining provisions are not affected. The mandatory provisions of the law apply in its place.