Hugo Terms & Privacy Policy
Hugo Terms & Privacy Policy
Last updated: January 2026
Welcome to Hugo, a pet preventive health and longevity service.
By continuing with your purchase or booking, you agree to these Terms of Service and our Privacy Policy.
This Agreement is entered into between:
Hugo Health Operations Pty Ltd ACN 691 320 571 ("Hugo") and You, representing the individual purchasing or enrolling in a Hugo membership or purchasing any other product or service from Hugo.
1. Acceptance of Terms
By completing your purchase or booking, you confirm that:
You are over 18 years of age and legally able to enter into this agreement.
You are the lawful owner or custodian of the pet for which the service is being purchased.
You understand that Hugo is not a veterinary provider, and merely facilitates veterinary health services but does not itself perform, supervise or control veterinary procedures or any clinical decision-making.
2. About Hugo/Nature of Hugo’s Role
Hugo is not a veterinary practice, clinic, laboratory, or medical provider. Hugo acts solely as a technology-enabled booking and coordination platform connecting users with independent third-party veterinary professionals and facilities. Hugo does not provide veterinary advice, diagnosis or treatment. Hugo does not supervise or control veterinary professionals.
All veterinary examinations, diagnostics, consultations, advice, treatments, and procedures are performed exclusively by licensed third-party veterinarians and entities.
All services are coordinated by Hugo but performed exclusively by independent licensed veterinarians or veterinary partners who are not agents or employees of Hugo.
Hugo makes no representations, warranties, or guarantees regarding the accuracy, completeness, timeliness, or outcomes of any third-party services.
3. Service Description
The Hugo Health Assessment Program includes:
A comprehensive in-home health examination and sample collection, facilitated by third-party providers.
Diagnostic testing and analysis performed by qualified professionals at third-party laboratories and vet partner, Hugo does not perform and cannot review testing for accuracy and thus does not endorse or warrant the accuracy and reliability of such testing/analysis/results.
A report aggregating information provided by third-party providers, which is for general informational purposes only. This report does not constitute veterinary advice, diagnosis or a treatment plan. Any recommendations made are those of the independent veterinarian and not Hugo.
After payment, Hugo will contact you to arrange an in-home consultation from one of our mobile vet partners.
Hugo is not suitable for veterinary emergencies. If your pet experiences pain, distress, sudden illness, or deterioration, you must seek immediate in-person veterinary or emergency care. You agree not to delay veterinary treatment based on Hugo information.
4. Payment and Refunds
Payment is processed securely through Stripe.
The program fee is displayed at checkout and includes all diagnostic and consultation costs unless otherwise stated.
Refunds are available if you cancel prior to your appointment being confirmed with a partner vet. Once testing or consultations have commenced, refunds cannot be issued.
If a clinic is unable to accommodate you within a reasonable timeframe, Hugo will use commercially reasonable efforts to assist in rescheduling, but shall have no liability if rescheduling is not possible. Any refund is at Hugo’s sole discretion and limited to the program fee paid with no requirement for other compensation to be provided.
5. Scheduling and Attendance
Appointments are subject to the availability of our mobile vet partners.
You are responsible for attending your booked appointment or rescheduling with at least 24 hours’ notice.
Missed appointments without notice will result in automatic forfeiture of the entire booking fee, which is non-refundable and constitutes liquidated damages for administrative cost, and lost clinic capacity.
Hugo is not liable for any clinic cancellations, no-shows, delays or failures to provide services. You release Hugo from any claims arising from third-party performance.
6. Health Information and Results
Diagnostic reports and results will be securely shared with you via Hugo’s email.
All information, reports, results, communications, or materials provided through Hugo (collectively "Materials") are for general informational purposes only, are not veterinary advice, and do not replace professional medical advice, diagnosis, or treatment. You agree not to rely on any Materials and to consult independent veterinarians for all pet health decisions. Hugo disclaims all liability for any reliance on Materials.
You agree that you will always seek direct advice from a licensed veterinarian of your choice regarding any medical condition or treatment for your pet and that Hugo has no responsibility for your pet's health outcomes.
7. Data Collection and Privacy
Hugo respects your privacy and is committed to protecting your personal and pet information.
We collect and use personal data (such as your name, contact details, address, and your pet’s information) to:
Schedule appointments with partner vets.
Deliver diagnostic testing and reports.
Communicate updates, results, and service-related information.
Improve our services and customer experience.
Your data is stored securely and never sold to third parties. We may share necessary information with:
Independent, licensed veterinary clinics and diagnostic laboratories for the purpose of providing your service.
Secure technology providers (e.g., payment processors, CRM platforms) who support our operations.
All data is handled in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) to the extent such principles apply to Hugo as a facilitator. Third-party partners are independently responsible for their own compliance. Hugo shall not be liable for third-party non-compliance.
8. Security
Hugo uses industry-standard encryption and secure platforms (including Stripe, Klaviyo, and Google Workspace) to protect your information. Access to your data is restricted to authorised personnel only.
9. Communications
By using Hugo’s services, you consent to receive transactional and service-related communications (e.g., appointment reminders, reports). You may also opt-in to receive educational or promotional emails, which you can unsubscribe from at any time.
10. Limitation of Liability
Hugo acts as a coordination platform between pet owners and veterinary providers. While we partner with qualified professionals, Hugo is not responsible for the clinical outcomes of services delivered by independent veterinary practitioners.
To the fullest extent permitted by law, Hugo disclaims all liability whatsoever. Hugo shall not be liable for any failure or delay due to events beyond its reasonable control, including clinic unavailability or supplier failures.
11. Dispute Resolution
Mandatory Binding Arbitration: Any dispute, claim, or controversy arising out of or relating to these Terms, the Privacy Policy, Hugo's services, or your pet's health outcomes, including but not limited to claims for breach of contract, negligence, misrepresentation, or statutory violations shall be resolved exclusively through final and binding arbitration administered by the Australian Disputes Centre (ADC) in accordance with its Commercial Arbitration Rules then in effect.
Arbitration Location and Procedure: Arbitration shall take place in Melbourne, Victoria, Australia, before a single arbitrator with expertise in commercial and consumer disputes. The arbitrator's decision shall be final, binding, and enforceable in any court of competent jurisdiction.
Waiver of Court and Jury Rights: By agreeing to these Terms, you waive the right to litigate disputes in court, to have a judge or jury decide the case, or to participate in a class action, class arbitration, or representative proceeding.
Costs and Fees: Each party shall bear its own costs and attorneys' fees. The arbitrator may award the prevailing party reasonable arbitration fees and costs if permitted by applicable law.
Severability: If any part of this arbitration provision is deemed invalid, the remainder shall remain enforceable.
Severability: If any part of this arbitration provision is deemed invalid, the remainder shall remain enforceable.
12. User Indemnity
You agree to indemnify, defend and hold harmless Hugo, its officers, directors and agents from any claims, losses or damages arising from:
reliance on Hugo content or information;
failure to seek veterinary care;
inaccurate information that you provide;
third-party services or products;
any breach of this Agreement by You.
13. Updates to These Terms
Hugo may update these Terms and the Privacy Policy from time to time. Continued use of services after notice (via email or website) constitutes acceptance of updates, with the most current version will always be available on our website.
14. Contact Us
If you have any questions about these Terms or how your information is handled, please contact:
Hugo Customer Support
Email: hello@hugohealth.com.au
L 16 80 Collins street, Melbourne VIC 3000
All communications are informational only and not advice. These Terms are governed by the laws of Victoria, Australia, with exclusive jurisdiction.