Terms and Conditions of Use – HorseLine Pty Ltd

Business Location: Australian Capital Territory, Australia
Effective Date: 01/07/2025
ABN: 42 688 003 009

Please read these Terms and Conditions carefully before using HorseLine ("the Service"). By using this Service, you agree to the terms outlined below.

1. Purpose of the Service

This triage line is operated by a business located in the ACT, Australia. Its sole purpose is to:

• Collect relevant information about your horse's condition.
• Connect your case to an on-call veterinarian when one is available.
• Process prepayment to facilitate referral to an independent veterinarian.

2. Not a Free Advice Line

This is a paid referral coordination service. By using the Service, you acknowledge that:

• The triage staff are non-veterinary personnel.
• No medical or treatment advice will be given over the phone.

3. Limited Service Availability

While every effort will be made to assist you:

• This phone line is not a guaranteed after-hours emergency service.
• Veterinarian availability is not guaranteed at all times.
• If no veterinarian is available at the time of your call, the case will not be escalated and no payment will be processed.

4. Fees and Prepayment

If a veterinarian is available and agrees to take your case:

• You will be required to make prepayment over the phone before the case is referred.

The prepayment includes:

• A triage service fee payable to the phone line operator.
• An initial veterinary fee, covering the call-out, travel, and basic consultation (set by the individual veterinarian).

Once a case has been dispatched to a veterinarian:

• The triage service fee is non-refundable.
• The prepayment is only refundable if no veterinarian assesses the case resulting in no phone or in person consultation.
• Any additional costs (e.g. sedation, treatments, medications, diagnostics) are billed separately by the veterinarian at the time of the visit.

5. Independent Veterinarians

All veterinarians referred through this Service:

• Are independent practitioners operating as their own businesses.
• Are not employed by or contracted to the triage service.
• Are solely responsible for their clinical decisions, services, professional conduct, and fees.

The triage service:

• Does not set or control veterinary pricing or scope of care.
• Is not liable for the performance, outcomes, or conduct of any veterinarian referred.

6. Limitation of Liability

By using this Service, you agree:

• That the triage line is an administrative referral service only.
• To release the triage provider from any liability for veterinary care outcomes or any loss, damage, or injury arising from the use of the referred veterinarian's services.
• The Service is provided "as is" and "as available." No guarantees are made regarding the suitability, availability, or results of any referred veterinarian.

7. Privacy and Data Use

Your personal and horse-related information is collected and stored in accordance with the Privacy Act 1988 (Cth) and applicable ACT regulations.

We collect and store:

• Contact details
• Horse's details and presenting concern
• Payment information (processed securely)

This information is shared only with:

• The attending veterinarian for the purpose of clinical response.
• Our internal administrative records.

We will not sell or distribute your information to third parties.

8. Payments and Refund Policy

• Payments are taken securely via phone using a third-party processor.
• Once a case has been referred to a veterinarian, the payment is final and non-refundable.
• If no veterinarian is available, no charge will be made.

9. Governing Law

These terms are governed by the laws of the Australian Capital Territory, and the parties submit to the exclusive jurisdiction of ACT courts and tribunals.

10. Contact Details

For questions, support or feedback: