Terms of service
Last updated: 28 August 2026
These terms govern use of PAWS (Portal for Access, Workflows & Support), the client portal operated by Our IT Services Ltd, trading as Veterinary IT Services ("we", "us"), company number 05210896, registered office 7 College Farm, Tetbury Road, Cirencester, Gloucestershire, GL7 6PY. By signing in to the portal you agree to them.
1. The portal and your practice's agreement
PAWS is provided to veterinary practices we support under a services agreement between us and the practice. These terms supplement that agreement; if they conflict with it, the services agreement takes priority. The portal is for business use by authorised members of a client practice - it is not a consumer service.
2. Accounts and access
- Access is granted through your practice's own Microsoft 365 or Google Workspace account. Your practice controls who can sign in by managing its directory, and we assign portal roles (user or manager) with the practice.
- Keep your work account secure and tell your practice manager or us promptly if you believe it has been compromised.
- We may suspend or remove access where your practice asks us to, where your directory account is disabled, where these terms are breached, or where our agreement with your practice ends.
3. Support tickets - not for emergencies
The portal is for raising and tracking routine support requests. If an issue is urgent or your practice cannot operate, call us on 0808 196 2041 - response targets in your practice's services agreement are driven by our service desk, not by portal submission alone. Information you add to tickets is shared with our service team and recorded in our service management systems; do not include clinical records or other sensitive information unless it is genuinely needed to resolve the issue.
4. Acceptable use
You agree not to:
- access or attempt to access data belonging to another practice or another user;
- probe, scan or test the portal's security, or attempt to bypass access controls;
- use the portal to store or transmit unlawful, infringing or malicious content;
- use automated means to access the portal at a volume that degrades the service for others.
5. Device information and removal requests
Device details shown to managers come from our monitoring platforms and are provided for information; they may lag reality by a short period. A device removal request raised in the portal is a request only - we will confirm scope, timing and any data-handling steps with your practice before decommissioning anything.
6. Forms and automations
Forms available in the portal trigger automated workflows (for example starter and leaver processes). Submitting a form is an instruction from your practice to carry out that change; managers should ensure they are authorised to make it. Charges, where they apply, are governed by your practice's services agreement.
7. Availability and changes
We aim to keep the portal available at all times but do not guarantee uninterrupted access; we may suspend it for maintenance, security or operational reasons. We may add, change or withdraw features, and will keep these terms and the portal's privacy policy up to date as we do.
8. Intellectual property
The portal, its design and its branding belong to us or our licensors. We grant your practice and its authorised users a non-exclusive, non-transferable right to use the portal for its intended purpose while our services agreement is in force. Your practice's data remains your practice's.
9. Liability
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be excluded under English law. Subject to that, the portal is provided "as is"; we are not liable for loss of profits, business or data arising from use of the portal itself, and any liability we do have in connection with the portal is subject to the caps and exclusions in your practice's services agreement.
10. General
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If any part of these terms is found unenforceable, the rest continues in force. A person who is not a party has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce them.
11. Contact
Questions about these terms: hello@veterinaryit.services · 0808 196 2041.