Terms of service

1. Who we are

Mello is provided by Lanayr Ltd, a company registered in Scotland (company number SC689824). In these terms, “we”, “us” and “our” mean Lanayr Ltd, and “you” means the person using Mello. You can contact us at hello@mello.vet, or write to us at 74 Union Street, Hamilton, ML3 6NE.

2. These terms

By creating an account or using Mello you agree to these terms. If you do not agree to them, please do not use Mello. We recommend you keep a copy.

3. What Mello is, and what it is not

Mello is a record-keeping and communication tool. It helps you write down what you observe about your pet and turn it into something your vet can read.

Mello does not practise veterinary medicine. Specifically:

• It does not diagnose your pet, and it does not tell you what is wrong.
• It does not interpret readings or decide whether your pet is well. Where it shows that a reading sits outside a range, that range is one your vet gave you or a general reference range, and the comparison is arithmetic — not an opinion about your animal.
• It will never calculate, suggest or imply an insulin dose. Not in any circumstance, and not in any future version.
• It is not a medical device and it is not monitoring equipment. It does not watch your pet and it cannot alert anyone on your behalf.

Only a registered veterinary surgeon can diagnose your animal or advise you on its treatment. Always follow your vet’s instructions. If you think your pet needs help, contact your vet or an emergency practice — do not wait for, or rely on, anything in Mello.

The guides on this site are general information drawn from published veterinary sources. They are not advice about your own animal.

4. Your account

You must be 18 or over to use Mello. Give us accurate information when you sign up, keep your password to yourself, and tell us promptly if you think someone else has got into your account. You are responsible for what happens under your account.

5. Sharing your pet’s record

Shared care is a Premium feature. Section 7 sets out what Premium costs. If you invite another person — a partner, a family member, a pet sitter — to share your pet’s record:

• They will be able to see the records for that pet and add their own entries.
• Entries show who made them, so you can both tell who recorded what. An entry we have no author for says so rather than naming anyone.
• If two people share one login, Mello cannot tell you apart — every entry will show the same name, and "who gave it" stops meaning anything. Use an invitation instead.
• You are responsible for deciding who to invite. Only invite people you trust with that information.
• You can remove their access at any time, from within the app. They stop being able to see the record or add to it from that moment.
• Entries they already made stay in the record, because removing them would leave gaps in your pet’s history.
• If your Premium subscription ends, anyone you have already invited keeps the access they have. We take nothing away from them, because a carer who believes they can see the record and cannot is the situation this feature exists to prevent. What stops is inviting anyone else, until you subscribe again.
• If you delete your account, the pets you own and their records are deleted, and the people you invited lose access to them. Entries they made in your record go with it.

6. Your records are yours

You keep ownership of everything you put into Mello. You give us only the permission we need to store it, show it back to you and anyone you have invited, and produce the reports you ask for. We do not use your records for anything else.

You can export everything at any time, and you can delete your account from within the app. What happens to deleted information is set out in our privacy policy.

7. Free tier, trial and Premium

Mello has a free tier that stays free, and which includes your pet’s full history. Premium adds trends and charts, vet-ready PDF reports, shared care and advanced reminders. New users get 28 days of Premium without giving a card; when that ends you move to the free tier automatically unless you choose to subscribe. You are not locked out of your pet’s records at any point. Your first vet report is free whenever you generate it, whether or not you are in the trial.

Current prices are shown on our pricing page and in the app before you buy. If we change the price of a subscription you already hold, we will tell you first and the change will not apply until your next renewal.

8. How payment works, and who you are buying from

Premium is sold through the Apple App Store and Google Play. When you subscribe, your contract for that purchase is with Apple or Google, not with us. They take the payment, they hold your payment details, and they handle renewals, cancellations and refunds under their own terms.

That means you cancel your subscription through your App Store or Google Play account, not through us, and refund requests go to them. If you have trouble, tell us and we will help where we can.

Subscriptions renew automatically until you cancel. Cancel at least 24 hours before the renewal date to avoid being charged for the next period.

9. Your right to change your mind

As a consumer you normally have 14 days to cancel a distance contract for digital content and get a refund, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right is lost once the digital content has been supplied, if you asked for it to be supplied immediately and acknowledged that you would lose the right.

Because Premium is sold through the app stores, the practical route for a refund is the store’s own process, and Apple and Google each operate a policy that may be more generous than the law requires. Nothing in these terms takes away your statutory rights.

10. Our responsibility to you

We do not exclude or limit our liability to you where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for anything else that cannot lawfully be excluded.

Beyond that:

• Mello is a record of what you entered. Decisions about your pet’s treatment are for you and your vet, and we are not responsible for the outcome of those decisions.
• We are not liable for loss caused by relying on Mello instead of contacting a vet.
• We are not liable for business losses. Mello is for personal use; if you use it for any business purpose we have no liability for loss of profit, business or opportunity.
• Where we are liable, our total liability to you is limited to the greater of the amount you paid us in the previous 12 months, or £100.

We take backups and we work to keep your records safe, but you should not treat Mello as the only copy of anything you cannot afford to lose. The export function exists for that reason.

11. What you must not do

• Use Mello for anything unlawful, or to harass anyone.
• Try to get into someone else’s account, or into parts of the service you have no right to.
• Copy, scrape, resell or redistribute our content or the service.
• Reverse engineer the app, except where the law says you may.
• Upload anything malicious, or anything you have no right to upload.

We may suspend or close an account that breaks these rules. Where it is reasonable to do so we will warn you first and give you a chance to export your records.

12. Our content

The Mello name, logo, software, guides and design belong to us or our licensors. You may read and use the guides for your own purposes. You may not republish them, or use our name or branding, without our permission.

13. Affiliate links

Some links to products on this site are affiliate links, which means we may earn a commission if you buy through them, at no extra cost to you. This is disclosed on the pages where those links appear. It does not change what we choose to feature, and we have no commercial relationship with any veterinary practice. Prices, availability and the terms of sale are the retailer’s, not ours, and your purchase contract is with them.

14. Availability and changes

We aim to keep Mello working but we cannot promise it will always be available or uninterrupted. We may change, suspend or withdraw features. If we make a change that significantly reduces what you get from a subscription you are paying for, we will tell you, and you may cancel and seek a proportionate refund for the unused period through the store you bought from.

We may update these terms. If a change matters to you we will give you reasonable notice before it takes effect, and you can close your account if you do not accept it.

15. Ending this agreement

You can stop using Mello and delete your account at any time. We may end this agreement if you seriously or repeatedly break these terms, or if we stop offering the service — in which case we will give you reasonable notice and time to export your records.

16. Law and where disputes are heard

These terms are governed by the law of Scotland. You and we both agree that the Scottish courts will deal with any dispute, except that if you live in England and Wales or Northern Ireland you may also bring proceedings in the courts of the place where you live. Nothing here affects your rights as a consumer, including under the Consumer Rights Act 2015.

17. Complaints

Email hello@mello.vet and tell us what went wrong. We will acknowledge within five working days.