Koko Terms of Service

Effective date: 17 October 2026 · Previous version: 1 April 2024

These terms are an agreement between you and Caesars Planet Private Limited ("Koko", "we"), SF 221, JMD Megapolis IT Park, Sector 48, Gurugram, Haryana 122018, India. They cover:

• Koko for clinics: clinic management software for veterinary clinics and hospitals.
• Koko Labs: software for veterinary laboratories.
• Koko AI: AI features inside Koko.
• Koko Pet Parent App and website: for pet parents.
• koko.vet: our website.

By creating an account, signing an order form, or using any of these, you agree to these terms and to our Privacy Policy. If you use Koko for a clinic or lab, you confirm that you are authorised to accept these terms on its behalf.

1. The service

Koko is provided as online software ("the service") that you access through a browser or app. We may improve, add or change features over time. If we remove a feature that is central to your plan, we will tell you in advance.

2. Accounts

• Clinics and labs create staff logins and give each person a role and branch access. You are responsible for who you give access to, for keeping logins private, and for activity under your accounts.
• Tell us promptly at admin@koko.vet if you believe an account has been misused.
• Pet parents sign in to the Pet Parent App with their phone number (section 11).

3. Plans, fees and payment (clinics and labs)

• Your plan. Fees, included usage and any discounts are set out in your plan, order form or invoice. These terms do not list prices.
• Billing. We invoice monthly in advance or arrears as your plan states. Usage charges are billed for the month in which the usage happened, for example WhatsApp messages above your plan, extra branches, or Koko Labs reports. One-time fees, such as onboarding or lab setup, are billed once.
• Taxes. Fees exclude GST unless the invoice says otherwise. GST is added at the applicable rate.
• Payment due. Invoices are due within 7 days of the invoice date. Unpaid amounts are carried forward to the next invoice.
• Late payment. If an invoice is unpaid 15 days after it is due, we may restrict the service after giving you 7 days' notice. Your data is not deleted because of late payment while your account remains open.
• Prepaid terms. If you pay in advance for a term (for example 12 months), the plan fee for that term is covered. Usage beyond your plan is still billed monthly.
• Free trials. A trial gives you access for the period we agree, with limits on some usage. At the end of the trial you choose a plan, or the trial ends.
• Refunds. Fees already paid are not refundable, including for unused months of a prepaid term, except where Koko ends the service without cause (section 9), in which case we refund the unused part of any prepaid fee.
• Price changes. We will give you at least 30 days' notice of any change to your plan's price. A prepaid term keeps its price until the term ends.

4. Your data

• You own your data. The records your clinic or lab enters into Koko belong to you. This includes pet parents, pets, medical records, bills, stock and lab results.
• How we use it. We process your data only to provide and support the service for you, as described in our Privacy Policy. For your records, you are the data fiduciary and Koko is your data processor.
• Your responsibilities. You confirm that you have the right to enter this data into Koko, and that you have the consents needed to contact pet parents through Koko, for example by WhatsApp or SMS.
• Export. You can export your data while your account is active, and for 90 days after it ends (section 9).
• Aggregated statistics. We may use anonymised, aggregated statistics that do not identify you, a pet parent or a pet to run and improve Koko.

5. Acceptable use

You agree not to:

• send spam, or messages that pet parents have not agreed to receive, or anything that breaks WhatsApp's or other messaging providers' rules;
• use Koko for anything unlawful, misleading or harmful;
• try to access accounts or data that aren't yours, or to disrupt or overload the service;
• copy, resell, reverse engineer or build a competing product from Koko, except where the law allows it;
• upload malware or content you don't have the rights to.

We may suspend access that breaks these rules, telling you why unless the law or urgency prevents it.

6. Koko AI and clinical responsibility

• Koko AI features, such as patient summaries, prescription help, lab report summaries and bill reading, give suggestions, not decisions.
• The veterinarian is responsible for every clinical decision, including diagnosis, treatment and prescriptions, whether or not Koko AI was used. Check AI output before relying on it.
• Labs are responsible for their results. Koko records and delivers them but does not verify them.
• Koko does not provide veterinary or medical advice.

7. Third-party services

Parts of Koko rely on other providers, each with its own terms:

• WhatsApp (Meta) and SMS providers, for messages;
• delivery partners, for deliveries;
• payment processors, where a clinic accepts payment through Koko;
• AI model providers, for Koko AI.

We choose these providers carefully, but we are not responsible for their outages or changes. If a provider's rules change in a way that affects a feature, we will tell you.

8. Availability and support

• We work to keep Koko available and to fix problems quickly, but we don't guarantee uninterrupted service. Planned maintenance is scheduled for quiet hours where possible.
• Support is available by WhatsApp, phone and email at admin@koko.vet during business hours, Monday to Saturday.

9. Ending the agreement

• You can stop using Koko at any time by telling us in writing. Your plan continues until the end of the billing period or prepaid term you have paid for.
• We can end the agreement:
  • if you seriously or repeatedly break these terms, after giving you 15 days to fix the problem where it can be fixed;
  • without cause, with 60 days' notice, refunding the unused part of any prepaid fee.
• After the agreement ends: you can export your data for 90 days. After that we delete it, except what the law requires us to keep, such as invoices for tax.

10. Liability

• The service is provided "as is", to the extent the law allows.
• Neither side is liable to the other for indirect or consequential losses, such as lost profits or lost business.
• Koko's total liability for any claim is limited to the fees you paid Koko in the 12 months before the claim.
• These limits don't apply where the law does not allow them to, for example for fraud.
• You will cover Koko for claims arising from data you entered without the right to, from messages you sent through Koko, or from your clinical or lab decisions.

11. Koko Pet Parent App (pet parents)

• Who it's for: adults (18+) who are pet parents of a clinic that uses Koko.
• Your clinic provides your pet's care. Records in the app come from your clinic. Questions about treatment, records or bills go to your clinic.
• Appointment requests are requests. A visit is booked only when your clinic confirms it.
• Deleting your profile: you can delete it at any time in the app (Account → Delete profile). Your clinic keeps its own records of your pets' visits, as our Privacy Policy explains.
• The app is free for pet parents.

12. Koko Labs (laboratories)

• Labs are billed per report each month, and a one-time setup fee where it applies, as set out in the lab's agreement.
• Labs receive test orders from clinics through Koko and are responsible for their results and reports.
• A lab does not receive a pet parent's phone number through Koko.

13. koko.vet website and content

The website, blog and materials on it are owned by Koko. You may read and share them with attribution. You may not copy them for commercial use without our permission. Links to other sites are provided for convenience; we are not responsible for their content.

14. Changes to these terms

We may update these terms. For changes that materially affect clinics, labs or app users, we give at least 30 days' notice in the product or by email before they apply. Continuing to use Koko after that means you accept the updated terms.

15. Governing law and disputes

These terms are governed by the laws of India. The courts at Gurugram, Haryana have exclusive jurisdiction. We will first try to resolve any dispute by talking to you in good faith.

16. Contact

Caesars Planet Private Limited, SF 221, JMD Megapolis IT Park, Sector 48, Gurugram, Haryana 122018
Email: admin@koko.vet