Terms of service

Effective Date: [Mar 19th, 2026]

These Terms of Service (“Terms”) govern your access to and use of the PetMedsToYourHome website (the “Website”) and any purchases made through it. By accessing or using the Website, you agree to be legally bound by these Terms. If you do not agree, you must not use the Website.

1. Legal Identity and Regulatory Disclosure

PetMedsToYourHome is an online platform through which prescription medications are dispensed exclusively by:

Country Hills Pharmacy
Community Pharmacy – Accredited
Accreditation Number: 305301
2A-153 Country Hill Dr
Kitchener, ON N2E 2G7
Phone: +1 226-336-2296
Fax: +1 (519) 954-3776

All prescription medications are dispensed by pharmacists licensed in Ontario in accordance with applicable provincial and federal law.

Nothing in these Terms creates a partnership, joint venture, or agency relationship with any other affiliated entity or business.

2. Eligibility

You must be at least 18 years of age and legally capable of entering into binding contracts. By placing an order, you confirm that you are authorized to purchase products for the identified animal.

3. Veterinary Prescription Requirements

For prescription veterinary medications:

  • A valid prescription issued by a veterinarian licensed in Canada is required.

  • A valid Veterinarian-Client-Patient Relationship (VCPR) must exist.

  • Prescriptions are verified directly with the issuing veterinarian.

  • We may refuse, delay, or cancel any order if:

    • The prescription cannot be verified

    • It appears altered, incomplete, expired, or fraudulent

    • Dispensing would violate professional standards or applicable law

    • Safety concerns arise

We do not diagnose animals, prescribe medications, or establish a VCPR.

4. No Veterinary Advice

Content on this Website is for informational purposes only and does not constitute veterinary medical advice.

Pharmacists may provide medication-related counselling (e.g., storage, administration guidance), but this does not replace veterinary diagnosis or treatment.

All treatment decisions remain the responsibility of the prescribing veterinarian and the pet owner.

5. Distance Contract Disclosure (Ontario Compliance)

This Website constitutes a “distance contract” under Ontario consumer protection law.

Prior to checkout, you are provided with:

  • Product description

  • Total price including applicable taxes

  • Shipping fees

  • Accepted payment methods

  • Delivery method and estimated timeframe

  • Cancellation rights prior to dispensing

Prescription Orders:
You may cancel a prescription order at any time before it has been dispensed.

Once a prescription medication has been dispensed, it cannot be cancelled, returned, or refunded in accordance with Ontario pharmacy regulations and public health standards.

Nothing in these Terms limits statutory rights under applicable consumer protection legislation.

6. Pricing and Payment

  • All prices are in Canadian Dollars (CAD).

  • Payment is required prior to dispensing and shipping.

  • Prices are confirmed at checkout.

  • We reserve the right to correct pricing errors before order acceptance.

  • If a pricing error is identified before dispensing, you may cancel for a full refund.

7. Order Acceptance

An order is not deemed accepted until:

  1. Prescription verification (if required) is complete; and

  2. The medication has been approved for dispensing.

We may refuse or cancel orders due to:

  • Regulatory restrictions

  • Product unavailability

  • Payment authorization failure

  • Suspected fraud or misuse

  • Safety concerns

If an order is cancelled before dispensing, a full refund will be issued.

8. Shipping and Risk of Loss

We ship within Canada only.

Delivery timelines are estimates and not guaranteed.

Risk of loss transfers upon confirmed delivery to the address provided at checkout.

Temperature-Sensitive Products:

  • Certain medications require temperature control.

  • You are responsible for retrieving deliveries promptly.

  • We are not responsible for improper storage after confirmed delivery.

  • Express or insulated shipping may be required.

We are not liable for delays caused by carriers, weather events, supply disruptions, recalls, regulatory actions, or other events beyond our reasonable control.

9. Returns and Refunds

Prescription Medications:

Prescription medications cannot be returned once dispensed, in accordance with Ontario pharmacy regulations and public health standards.

Orders may be cancelled prior to dispensing.

Non-Prescription Products:

May be eligible for return if unopened, unused, and in original condition, subject to inspection and approval.

If a dispensing error is confirmed, we will correct the error and replace the affected product at no additional cost.

Nothing in this section limits rights that cannot be excluded by law.

10. Product Use and Assumption of Risk

Products are intended for animal use only.

We are not responsible for:

  • Misuse or incorrect administration

  • Failure to follow veterinary instructions

  • Off-label use directed by a veterinarian

  • Adverse reactions inherent to medications

  • Manufacturer defects

You assume responsibility for proper storage and administration after delivery.

11. Recalls and Regulatory Actions

If a product is subject to recall or regulatory action, we may contact affected customers using purchase records. You agree to comply with recall instructions where applicable.

12. Privacy and Health Information

We collect, use, and disclose personal information in accordance with applicable privacy legislation.

Prescription records are retained for a minimum of ten (10) years as required by regulation.

Information may be disclosed to:

  • The prescribing veterinarian

  • Payment processors

  • Shipping carriers

  • Regulatory authorities where required by law

While reasonable safeguards are used, no electronic system guarantees absolute security.

Use of the Website is also governed by our Privacy Policy.

13. Intellectual Property

All Website content, including text, images, logos, product descriptions, and design elements, is protected by applicable intellectual property laws.

Unauthorized reproduction, scraping, automated extraction, or commercial use is prohibited.

14. Limitation of Liability

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including liability that cannot be limited under Ontario or federal law.

Subject to the foregoing:

  1. Our total aggregate liability arising out of or relating to any product, order, or use of the Website shall not exceed the amount paid by you for the specific product giving rise to the claim.

  2. We shall not be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages, including but not limited to loss of profits, loss of business, loss of data, or veterinary expenses, even if advised of the possibility of such damages.

  3. We are not liable for:

    • Adverse reactions inherent to medications

    • Veterinary treatment decisions

    • Manufacturer defects

    • Improper storage after confirmed delivery

    • Misuse or deviation from veterinary instructions

  4. If a dispensing error is confirmed, our obligation is limited to correction and replacement of the affected product at no additional cost.

This section survives termination of these Terms.

15. Indemnification

You agree to indemnify and hold harmless Country Hills Pharmacy, PetMedsToYourHome, and their pharmacists, employees, officers, and contractors from claims, losses, or expenses arising from:

  • Misuse of products

  • Breach of these Terms

  • Violation of applicable laws

16. Governing Law and Jurisdiction

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada.

Any disputes shall be resolved exclusively in the courts of Ontario.

17. No Class Proceedings

To the extent permitted by law, disputes must be brought on an individual basis and not as part of any class or representative proceeding.

18. Severability

If any provision of these Terms is found unenforceable, the remaining provisions remain in full force and effect.

19. Entire Agreement

These Terms, together with any referenced policies, constitute the entire agreement between you and us regarding use of the Website.

20. Changes to Terms

We may update these Terms at any time. Updates take effect upon posting. Continued use of the Website constitutes acceptance of the revised Terms.

For questions regarding these Terms, contact us at support@petmedstoyourhome.ca