Terms & Conditions

By creating an account, buying a membership, or booking a consultation, you agree to these terms and to our Privacy Policy. If you do not agree, please do not use the service.

The service is operated by KNO Veterinary Care Network Private Limited, Mumbai. “KNO”, “we” and “us” mean that company; “you” means the account holder.

You must be at least 18 years old, capable of entering a contract under the Indian Contract Act, 1872, and resident in India. You must be the owner of the animal you register, or have the owner's permission to seek care for it.

One account belongs to one person. Do not share your login. You are responsible for everything done through your account.

KNO is a telehealth and health-records platform. It connects you to registered veterinarians for consultations by audio or video, and keeps your pet's medical history in one place. The veterinarian exercises their own clinical judgement; KNO does not practise veterinary medicine and does not direct the advice you receive.

KNO is not an emergency service. Remote consultation cannot substitute for physical examination, diagnostic imaging, laboratory testing or surgery. Do not use KNO in an emergency. Take your pet directly to the nearest 24-hour veterinary hospital if it shows any of the following:

• Trauma of any kind, including road accidents and falls.
• Difficulty breathing, choking, or blue or pale gums.
• Seizures, collapse, or loss of consciousness.
• Suspected poisoning, or ingestion of a foreign object.
• A distended, hard or painful abdomen, or unproductive retching.
• Inability to urinate, or straining without result.
• Continuous bleeding, or complications during whelping or queening.

If a KNO veterinarian believes your pet needs to be examined in person, they will tell you so and explain what to ask for at the clinic. Following that advice is your responsibility.

You must give accurate information about yourself and your animal, and keep it current. Age, weight, breed, existing conditions and current medication all change clinical advice - withholding or misstating them can lead to harm, and we cannot be responsible for advice given on wrong information.

Keep your password confidential and tell us at once if you think someone else has used your account.

Prices are in Indian Rupees and include applicable taxes unless stated otherwise at checkout. Membership renews automatically each month on the date you first subscribed, using the payment instrument you registered, until you cancel. All recurring billing is processed in compliance with Reserve Bank of India (RBI) guidelines on e-mandates and automated payment systems. You will receive pre-debit notifications from your bank or payment issuer prior to renewal, and you retain the right to modify or revoke your e-mandate at any time through your bank or account settings.

You can cancel at any time from your account. Cancellation stops the next renewal; your membership benefits continue until the end of the period you have already paid for. We do not charge a cancellation fee.

If a renewal payment fails, we will retry and notify you. If it remains unpaid, membership benefits pause until payment succeeds. Your pet's records stay intact and exportable throughout.

We may change prices with at least 30 days' notice by email. A price change never applies to a period you have already paid for, and you may cancel before it takes effect.

Consultations are charged separately from membership at the rates in section 5, and are payable when you book. Veterinary availability is offered around the clock, but a specific veterinarian, time slot or language cannot be guaranteed.

You may cancel or reschedule without charge up to one hour before the appointment. Cancellations inside that window, and appointments you do not attend, are charged in full because the slot is held for you.

If a consultation fails for a technical reason on our side, or the veterinarian does not appear, we will rebook it at no cost or refund the fee, whichever you prefer.

Do not record a consultation without the veterinarian's consent. The written note is added to your pet's timeline and is yours to keep.

A veterinarian may issue a prescription where, in their professional judgement and in strict compliance with the Drugs and Cosmetics Act, 1940 and applicable veterinary norms, it is appropriate to do so from a remote consultation. They may also decline, and will explain why. A prescription is never guaranteed by paying a consultation fee.

Certain medicines—including restricted, controlled, or prescription-only veterinary drugs—cannot responsibly or lawfully be prescribed without a physical examination. KNO does not sell or dispense medicines, and we do not receive commission from any pharmacy. Fill prescriptions at a licensed pharmacy and follow the dosage exactly.

The record of your pet's care is yours. You can view and export the full health timeline as a PDF at any time, including after you cancel, and share it with any clinic inside or outside our network.

Consultation notes written by a veterinarian are their clinical record and cannot be edited after the fact. If you believe a note contains a factual error, tell us and we will add a correction alongside it rather than rewrite history.

You agree not to:

• Use KNO to seek advice for an animal you do not own or care for.
• Abuse, threaten or harass a veterinarian or a member of our team.
• Upload, host, display, modify, publish, transmit, update, or share any information that belongs to another person and to which you do not have any right; is grossly harmful, harassing, blasphemous, defamatory, obscene, pornographic, pedophilic, libelous, invasive of another's privacy, hateful, or racially, ethnically objectionable, disparaging, relating or encouraging money laundering or gambling, or otherwise unlawful in any manner whatsoever.
• Harm minors in any way.
• Infringe any patent, trademark, copyright, or other proprietary rights.
• Violate any law for the time being in force.
• Deceive or mislead the addressee about the origin of such messages or communicate any information which is grossly offensive or menacing in nature.
• Attempt to access another user's account, records or consultations.
• Scrape, reverse-engineer, or interfere with the operation of the platform.
• Resell or commercially exploit consultations or content from the service.

We may suspend or close an account that breaks these rules, and will tell you why.

Payments are processed by regulated Indian payment gateways under their own terms. The platform also relies on third-party hosting and messaging providers. We choose these carefully, but we are not responsible for their independent acts or outages beyond our control.

The KNO name, logo, software, design and written content belong to us. You may use them only as needed to use the service. Content you upload - photographs, reports, notes about your pet - remains yours; you grant us the licence needed to store it, display it to you, and show it to the veterinarian treating your animal.

Veterinary advice given through KNO is based on the information you provide and on what can be observed remotely. It is guidance, not a diagnosis made after physical examination. Outcomes in medicine cannot be guaranteed, and we do not guarantee any particular result.

We provide the platform with reasonable skill and care, but we do not warrant that it will be uninterrupted or error-free.

To the extent Indian law permits, our total liability to you for any claim arising out of the service is limited to the amount you paid us in the twelve months before the claim arose. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

You agree to indemnify KNO against claims, losses and reasonable legal costs arising from your breach of these terms, your misuse of the service, or information you gave us that was materially false.

You may close your account at any time. We may suspend or close an account for breach of these terms, for non-payment, or where we are required to by law. Except in cases of serious misuse, we will give you notice and a chance to put things right.

On closure you keep the right to export your pet's records, and we retain user registration data and transaction records for up to 180 days (or such other period as mandated) following cancellation in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, alongside other data retained under our Privacy Policy.

Governing Law: These terms and any dispute or claim arising out of or in connection with them, their subject matter, or their formation shall be governed by and construed in accordance with the laws of India.

Amicable Resolution: If any dispute, controversy, or claim arises between you and KNO, please reach out to us first at support@kno.vet. We will attempt in good faith to resolve the matter informally within thirty (30) days of receiving written notice of the dispute.

Arbitration: If the dispute is not resolved amicably within the thirty (30) day period, it shall be referred to and finally resolved by binding arbitration in accordance with the Arbitration and Conciliation Act, 1996 (including any statutory modifications or re-enactments thereof for the time being in force):

• Arbitrator: The arbitration shall be conducted by a sole arbitrator mutually appointed by both parties. If the parties fail to agree on a sole arbitrator within thirty (30) days of the invocation of arbitration, the appointment shall be made in accordance with the provisions of the Arbitration and Conciliation Act, 1996.
• Seat and Venue: The seat and legal place of arbitration shall be Mumbai, Maharashtra, India. The arbitral proceedings may be conducted virtually or at a physical venue in Mumbai as determined by the arbitrator.
• Language: The language of the arbitral proceedings shall be English.
• Award: The arbitral award shall be final, reasoned, and binding upon both parties.

Court Jurisdiction & Consumer Rights: Subject to the arbitration agreement above, the competent courts at Mumbai, Maharashtra shall have exclusive jurisdiction over any proceedings seeking interim or injunctive relief under the Arbitration and Conciliation Act, 1996, or to enforce an arbitral award.

Nothing in this clause shall limit or impair any statutory right you may have under the Consumer Protection Act, 2019 to approach an appropriate Consumer Disputes Redressal Commission having jurisdiction.

In line with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, complaints or grievances may be sent to our designated Grievance Officer at support@kno.vet. We acknowledge every complaint within 24 hours and aim to resolve it within 15 days from the date of receipt.

The current name and contact details of our Grievance Officer are also prominently displayed on our Contact/Help page.

Postal address: KNO Veterinary Care Network Private Limited, Oberoi Garden City, Goregaon East, Mumbai - 400063, Maharashtra, India.

We may update these terms as the service develops or the law changes. The effective date above always reflects the current version. Material changes are notified by email or in the app at least 30 days before they take effect, and you may cancel before then if you do not accept them.