These Terms of Service govern your use of the CCVC website and the veterinary services we provide. They include important provisions about emergencies, payment, how we communicate with you by email, phone, and text message, and — in Section 19 — an agreement to resolve disputes through binding arbitration and a waiver of class actions. Please read them carefully.

1. Acceptance of these terms

By visiting ccvc.vet, submitting a form, booking an appointment, communicating with us by email, phone, or text message, or receiving veterinary services from us, you agree to these Terms of Service and to our Privacy Policy, which is incorporated here by reference. If you do not agree, please do not use our website or services.

2. Who we are

Calabasas Community Veterinary Center ("CCVC," "we," "us," or "our") is an independently owned veterinary hospital operated by CCVC Inc., located at 4937 Las Virgenes Road, Suite 101, Calabasas, California 91302. We are licensed as a veterinary premises by the California Veterinary Medical Board, and our veterinarians are licensed to practice veterinary medicine in the State of California.

3. Eligibility and authority

You must be at least eighteen years old to book an appointment, authorize treatment, enter into a wellness plan, or create an account with us. By presenting an animal for care, you represent that you are the owner of that animal or are authorized by the owner to consent to its treatment and to accept financial responsibility for that treatment.

4. Emergencies and urgent care

We are open every day from 9:00 a.m. to 7:00 p.m. Outside those hours we are closed and unable to respond to messages or provide care. Please make arrangements in advance to know where your nearest overnight emergency facility is.

5. The website is not veterinary advice

The educational content on our website — articles, service descriptions, frequently asked questions, blog posts, and downloadable resources — is provided for general information only. It is not a diagnosis, a prescription, a treatment plan, or veterinary advice for your individual animal. Every animal is different, and general information cannot account for your pet's history, breed, age, medications, or presenting signs.

Never disregard or delay seeking professional veterinary advice because of something you read on our website. Always consult a licensed veterinarian who has examined your pet before starting, stopping, or changing any treatment. We make no representation that the content on our website is complete, current, or applicable to your pet's situation.

6. The veterinarian-client-patient relationship

Under California law, a veterinarian must establish a veterinarian-client-patient relationship before diagnosing, prescribing, or treating an animal. That relationship generally requires that our veterinarian has examined your pet in person, or has made medically appropriate and timely visits to the premises where your pet is kept, and has assumed responsibility for making clinical judgments about your pet's health.

Using our website, submitting a form, sending an email or text, or speaking with our reception team does not create a veterinarian-client-patient relationship. Our team cannot diagnose your pet, recommend a prescription medication, or advise on treatment over the phone or by message in the absence of that relationship. Once a relationship is established, follow-up questions about an ongoing case may be handled remotely at our veterinarian's professional discretion.

7. Appointments and cancellations

Booking

Appointments may be requested by phone, through our website, or through the booking tools we make available. An online request is a request, not a confirmed booking. Your appointment is confirmed only when you receive a confirmation from us by phone, email, or text message.

Arrival

Please arrive at the time given in your confirmation, with any paperwork we have asked you to complete. Arriving late may mean we have to shorten your visit or reschedule it, so that the clients booked after you are not delayed.

Cancellations, rescheduling, and missed appointments

We ask that you give us as much notice as possible if you need to cancel or reschedule, so that we can offer the time to another pet who needs it. Our current advance-notice window, and any fee that may apply to a late cancellation or a missed appointment, are disclosed to you at the time you book and in your appointment confirmation. We do not charge a fee that has not been disclosed to you in advance.

Certain appointment types — including surgical procedures, dental procedures, and extended diagnostic appointments — may require a deposit to hold the reservation. Deposit and refund conditions are explained to you before the deposit is taken and are applied to your invoice for the procedure.

We reserve the right to decline future scheduling for repeated missed appointments.

When we have to change your appointment

Veterinary medicine is unpredictable. An emergency arriving before you may delay your appointment, and on rare occasions we may need to reschedule. We will notify you as early as we can. We are not liable for costs or losses arising from a delayed or rescheduled appointment.

8. Estimates, consent, and treatment decisions

Before we perform a procedure, we provide a written estimate of the anticipated cost. An estimate is a good-faith projection based on the information available at the time, not a fixed quote. Findings during a procedure can change what is medically necessary. Where a material change to the estimate is required, we will make reasonable efforts to reach you at the contact numbers you have given us before proceeding.

You authorize us to provide emergency or life-saving treatment, and to relieve pain, if we are unable to reach you at the numbers you provided and our veterinarian determines in their professional judgment that immediate intervention is necessary. You remain financially responsible for care provided under this authorization.

You have the right to decline any recommended treatment. Where you decline care that our veterinarian believes is medically necessary, we may ask you to sign an acknowledgment that the recommendation was made and declined, and we will document it in your pet's record.

Veterinary medicine is not an exact science. We make no guarantee, express or implied, as to the outcome of any examination, procedure, treatment, or medication. Results depend on many factors outside our control.

9. Payment terms

• Payment is due in full at the time services are rendered or when your pet is discharged, unless we have agreed otherwise in writing.
• We accept the payment methods posted at our front desk and on our website. Payment card transactions are processed by a third-party payment processor subject to its own terms.
• Where a deposit is required, it is applied to your final invoice.
• Pet insurance is a contract between you and your insurer. Unless we have expressly agreed to direct billing, you pay us at the time of service and submit your own claim. We will provide the itemized invoice and records your insurer requires.
• We may use third-party financing or payment plan providers. Any credit arrangement is between you and that provider.
• Past-due balances may accrue interest at the maximum rate permitted by California law and may be referred to a collections agency. You are responsible for reasonable collection costs and attorneys' fees actually incurred, to the extent permitted by law.
• Returned payments may incur a fee, disclosed to you at the time of the transaction.
• Fees for services are subject to change. The fee applicable to your visit is the fee in effect on the date of service.

Abandoned animals

An animal left in our care beyond the agreed discharge time, without contact from you and without payment arrangements, may be treated as abandoned under California Civil Code section 1834.5 after the statutory period has elapsed and after we have made reasonable efforts to reach you at the contact information on file. You remain responsible for all charges incurred, including boarding and care during that period. This is a last resort and we would always rather reach you.

10. Wellness plan memberships

CCVC offers tiered wellness plan memberships. A wellness plan is a payment program that spreads the cost of a defined set of preventive services across the year. A wellness plan is not pet insurance and does not cover illness, injury, emergency treatment, or any service not expressly listed in the plan you select.

Each membership is governed by a separate wellness plan agreement that you sign at enrollment. That agreement sets out the services included, the monthly or annual payment amount, the term, automatic renewal terms, and cancellation rights. Where the wellness plan agreement conflicts with these Terms of Service, the wellness plan agreement controls for matters within its scope.

Memberships that renew automatically are subject to California's automatic renewal law. We will give you clear notice of the renewal terms before you enroll, send renewal reminders where required, and provide a straightforward way to cancel — including online or by contacting us at (818) 722-1336 or [email protected].

Membership benefits are for the enrolled pet only and are not transferable to another animal or another person.

11. Prescriptions and refills

Prescription medications are dispensed only where a valid veterinarian-client-patient relationship exists and our veterinarian has determined the medication is appropriate for your pet. Refill requests are reviewed by a veterinarian and are not automatic. Some medications require a current examination or recent laboratory work before a refill can be authorized.

Please allow reasonable time for refill requests. We will let you know when a prescription is ready or if a veterinarian needs to see your pet first. We will provide a written prescription on request so that you can fill it elsewhere, as California law requires. We are not responsible for medications obtained from third-party or online pharmacies, including their authenticity, storage, handling, or dosing.

Medications and prescription diets are not returnable once dispensed, except where required by law or where a product is defective.

12. Communications consent

How we will contact you

By giving us your contact details, you consent to receive communications from us related to your pet's care and your account — including appointment confirmations and reminders, arrival instructions, updates while your pet is with us, results, estimates, discharge instructions, prescription notices, invoices and receipts, and wellness plan notices — by telephone, voicemail, email, and text message at the numbers and addresses you provide. These communications are part of the service you have asked us to provide.

Text messaging

You may stop text messages at any time by replying STOP, QUIT, END, CANCEL, UNSUBSCRIBE, REVOKE, or OPT OUT; by replying in your own words; or by calling, emailing, or telling any member of our team. We honor opt-outs as soon as practicable and no later than ten business days after receipt. Full details are in Section 8 of our Privacy Policy.

Marketing communications

Promotional email and text messages — offers, events, giveaways, and practice news — are sent only with your consent, and you can withdraw that consent at any time without affecting your pet's care. Marketing email includes an unsubscribe link in every message.

Automated and recorded calls

Some appointment reminders and notices may be delivered by an automated dialing system or a prerecorded voice. Where a call is recorded or monitored, you will be notified at the start of the call and may decline. You may opt out of marketing calls at any time; we may still contact you about urgent matters concerning your pet.

Keeping your details current

You are responsible for keeping your phone number, email address, and mailing address current with us. We are not responsible for a message that does not reach you because your contact information is out of date, because your carrier or email provider failed to deliver it, or because it was filtered as spam. Please add our number and email address to your contacts.

Security

Email and text messaging are not secure or encrypted. Do not send payment card numbers or other highly sensitive information by email or text. If someone else has access to your phone or email account, they may see messages we send about your pet.

13. Your responsibilities as a client

• Give us accurate and complete information about your pet's history, current medications, supplements, diet, known allergies or reactions, and behavior.
• Tell us in advance if your pet has ever bitten, scratched, or shown aggression toward a person or another animal, or is fearful or reactive in clinical settings. This protects our team and lets us plan a lower-stress visit.
• Keep dogs on a short leash and cats and small animals in secure carriers at all times in our lobby and parking area.
• Keep your pet's rabies vaccination current as required by Los Angeles County.
• Follow the discharge and home-care instructions we give you, and contact us if you are unsure about any of them or if your pet's condition changes.
• Supervise any children you bring with you.

You are responsible for the behavior of your animal on our premises and for any injury or damage it causes, to the extent permitted by California law.

14. Conduct on our premises

Our team is here to care for your pet, and they are entitled to a safe and respectful workplace. We do not tolerate threatening, abusive, harassing, or discriminatory behavior toward our staff, other clients, or animals in our care. We reserve the right to refuse or discontinue service, to ask a person to leave, and to terminate the client relationship where such behavior occurs. Where we terminate a relationship, we will provide your pet's records on request and, where medically appropriate, reasonable notice and assistance in transferring care.

Consistent with California law, we may decline non-emergency service for any lawful reason, including capacity, scope of practice, and safety.

15. Reviews and content you submit

If you post a review, comment, photograph, testimonial, or other content to our website or social media profiles, you represent that it is your own, that it is accurate, and that you have the right to share it. You grant CCVC a non-exclusive, royalty-free, worldwide, perpetual license to use, reproduce, adapt, and display that content in connection with promoting the practice, with attribution to the first name and last initial you provide unless you tell us otherwise.

You may withdraw permission for future use of your content at any time by contacting us; we will stop using it in new materials, though we may be unable to recall materials already printed or distributed.

We may remove content that is unlawful, defamatory, harassing, obscene, misleading, or that discloses another person's private information. Removing or declining to remove content is not an endorsement of it. We will never condition a discount, benefit, or service on your writing a positive review, and we will not ask you to remove or refrain from posting a negative one.

16. Intellectual property

The CCVC name, logo, and all text, photographs, video, illustrations, layouts, and design elements on ccvc.vet are owned by CCVC Inc. or licensed to us, and are protected by copyright, trademark, and other laws. You may view, download, and print pages for your own personal, non-commercial use. You may not copy, republish, distribute, scrape, or create derivative works from our content without our prior written permission.

Any feedback or suggestions you send us may be used without obligation or compensation to you.

17. Prohibited uses of the website

You agree not to:

• use the website for any unlawful purpose or in violation of these terms;
• attempt to gain unauthorized access to any part of the website, our systems, or any account;
• interfere with or disrupt the website, including by introducing malicious code or overwhelming our servers;
• use automated tools to scrape, harvest, or index our content, except for search engines operating within our published robots directives;
• harvest email addresses or phone numbers from the website;
• submit false, misleading, or fraudulent information, including booking appointments you do not intend to keep; or
• impersonate any person or misrepresent your affiliation with any person or entity.

18. Disclaimers and limitation of liability

Website disclaimer

The website and its content are provided "as is" and "as available," without warranties of any kind, express or implied, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, and uninterrupted or error-free operation. We do not warrant that the website will be available at all times, that defects will be corrected, or that the website is free of viruses or other harmful components.

Limitation of liability

To the fullest extent permitted by California law, CCVC Inc., its owners, officers, employees, veterinarians, technicians, contractors, and agents will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost data, loss of goodwill, or loss of use, arising out of or relating to your use of the website or these terms, whether based in contract, tort, negligence, strict liability, or otherwise, even if we have been advised of the possibility of such damages.

To the fullest extent permitted by law, our total aggregate liability arising out of or relating to your use of the website, or to these terms, will not exceed one hundred dollars ($100) or the amount you paid us for the service giving rise to the claim in the twelve months preceding the claim, whichever is greater.

Indemnification

You agree to indemnify and hold harmless CCVC Inc. and its personnel from claims, damages, losses, and reasonable expenses arising out of your breach of these terms, your misuse of the website, content you submit, or injury or damage caused by your animal, except to the extent caused by our own negligence or misconduct.

19. Dispute resolution and arbitration

19.1 Talk to us first

Most concerns can be resolved by a conversation. Before starting any formal proceeding, please contact us at [email protected] or (818) 722-1336 and describe the issue and the resolution you are seeking. We will do the same if we have a concern. Both parties agree to attempt in good faith to resolve the dispute informally for at least thirty days from the date of that written notice.

19.2 Agreement to arbitrate

If a dispute is not resolved informally, you and CCVC Inc. agree that any dispute, claim, or controversy arising out of or relating to these terms, the website, our communications with you, or the services we provide — including the validity, enforceability, or scope of this arbitration agreement — will be resolved by final and binding individual arbitration rather than in court, except as stated in Section 19.5.

Arbitration will be administered by JAMS under its Streamlined Arbitration Rules and Procedures, or by another established arbitration provider the parties agree on in writing. The arbitration will be conducted by a single neutral arbitrator, will take place in Los Angeles County, California, or by videoconference or on documents alone at your election, and will apply California substantive law. The arbitrator's award may be entered as a judgment in any court of competent jurisdiction.

This arbitration agreement is governed by the Federal Arbitration Act.

19.3 Class action waiver

You and CCVC Inc. agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding. The arbitrator may not consolidate more than one person's claims and may not preside over any form of class or representative proceeding. If this class action waiver is found unenforceable as to a particular claim, that claim — and only that claim — will proceed in court, and the remainder of this Section 19 will continue to apply to all other claims.

19.4 Costs

For claims brought by a consumer, CCVC Inc. will pay all arbitration filing, administration, and arbitrator fees that exceed what you would have paid to file the claim in a California state court, as required by California law. Each party otherwise bears its own attorneys' fees unless a statute or the arbitrator's award provides otherwise.

19.5 What is excluded from arbitration

The following are not subject to arbitration:

• claims that qualify for and are brought in small claims court, provided they remain individual claims in that court;
• requests for temporary or preliminary injunctive relief in aid of arbitration, or to protect intellectual property or confidential information;
• claims for public injunctive relief to the extent such relief cannot be waived under California law, which will be severed and heard in a court of competent jurisdiction while all other claims are arbitrated; and
• any claim that applicable law provides may not be subject to a pre-dispute arbitration agreement.

19.6 Time to bring a claim

To the extent permitted by law, any claim arising out of your use of the website must be brought within one year after the claim arises. This limitation does not apply to claims relating to professional veterinary care, which are governed by the applicable California statute of limitations.

20. Governing law and venue

These terms and any dispute arising from them are governed by the laws of the State of California, without regard to its conflict of laws rules. For any matter not subject to arbitration under Section 19, you and CCVC Inc. consent to the exclusive jurisdiction and venue of the state and federal courts located in Los Angeles County, California.

Our website is operated from California and directed to residents of the United States. If you access it from elsewhere, you do so on your own initiative and are responsible for compliance with local law.

21. Accessibility

We want our website to be usable by everyone, and we work toward conformance with the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA. If you encounter a barrier on our website, or need information from it in another format, contact us at [email protected] or (818) 722-1336 and we will work with you to provide the information you need.

22. General provisions

• Entire agreement. These terms, our Privacy Policy, and any signed treatment authorization, estimate, or wellness plan agreement together form the entire agreement between you and CCVC Inc. regarding their subject matter.
• Order of precedence. Where a signed treatment authorization or wellness plan agreement conflicts with these terms, the signed document controls for matters within its scope.
• Severability. If a provision is found unenforceable, it will be modified to the minimum extent necessary or severed, and the rest of these terms remain in effect.
• No waiver. Our failure to enforce a provision is not a waiver of our right to enforce it later.
• Assignment. You may not assign these terms. We may assign them to a successor in connection with a merger, acquisition, or sale of the practice.
• Force majeure. We are not liable for delay or failure to perform caused by events beyond our reasonable control, including natural disasters, wildfire, power or network failure, public health emergencies, and government orders.
• Headings. Section headings are for convenience only and do not affect interpretation.
• Survival. Sections 15 through 20 survive termination of your relationship with us.

23. Changes to these terms

We may update these terms from time to time. When we do, we will revise the "Last updated" date at the top of this page. For material changes, we will provide reasonable advance notice by posting a notice on our website and, where appropriate, by email or text message to clients enrolled in those channels. Changes do not apply retroactively to a dispute that arose before the change took effect. Your continued use of our website or services after a change takes effect means you accept the updated terms.

24. How to contact us

Questions about these terms, or about anything on this page, are welcome.

See also our Privacy Policy, which explains what information we collect and how our email, telephone, and text messaging programs work.