Medical & Veterinary Notice
What Nexiv Health and Nexiv Vet can and cannot do, who is clinically responsible, prescribing limits, and what to do in an emergency.
If this is an emergency, do not use this platform.
Call your local emergency number immediately (999 in the UK, 112 across the EU, 911 in the US). For an animal emergency, contact an emergency veterinary service directly. Our platform is not monitored for emergencies and waiting for a remote consultation may cause harm.
1. Emergencies — human
Seek immediate in-person emergency care for any of the following:
- chest pain, pressure or tightness, or pain spreading to the arm, neck or jaw;
- difficulty breathing or shortness of breath at rest;
- sudden weakness, numbness, facial drooping, confusion or difficulty speaking;
- severe or uncontrolled bleeding;
- loss of consciousness, seizure, or unresponsiveness;
- severe allergic reaction — swelling of the face, lips or throat;
- suspected poisoning or overdose;
- severe abdominal pain, severe injury, or a suspected fracture;
- thoughts of harming yourself or someone else.
This list is not exhaustive. If you are unsure whether something is an emergency, treat it as one.
1.1 Emergencies — animal
Contact an emergency veterinary service immediately if an animal is:
- collapsed, unresponsive or having seizures;
- struggling to breathe, choking, or breathing with obvious effort;
- bleeding heavily, or has an open wound or major trauma;
- showing signs of bloat — a swollen, hard abdomen with unproductive retching (a surgical emergency in deep-chested dogs);
- unable to urinate, or straining without producing urine (particularly male cats);
- suspected of ingesting something toxic — chocolate, xylitol, antifreeze, grapes, lilies, human medication, rodenticide;
- in obvious severe pain, or has suffered heatstroke;
- a pregnant animal in prolonged or unproductive labour.
2. Our role, and who is clinically responsible
Nexiv Labs is a technology company, not a healthcare or veterinary provider. We build and operate the platforms that Nexiv Health and Nexiv Vet run on.
- Clinical decisions are made by registered professionals — doctors, nurses, pharmacists, veterinary surgeons and veterinary nurses — using their own judgement within their own scope of practice.
- Clinical responsibility and governance rest with those professionals and with the healthcare or veterinary organisation responsible for them. That organisation defines protocols, escalation policy and scope of practice.
- We provide the software, the security controls, the audit trail and configurable guardrails. We do not provide, supervise or override clinical care.
Nothing produced by our platform, and nothing on this website, constitutes medical or veterinary advice from Nexiv Labs.
3. What telehealth can and cannot do
| Telehealth works well for | Telehealth cannot do |
|---|---|
| Follow-up after an in-person appointment | Physical examination — palpation, auscultation, percussion |
| Reviewing test results and adjusting a care plan | Taking bloods, swabs or samples |
| Repeat medication review for a stable condition | Imaging — X-ray, ultrasound, scans |
| Triage — deciding what needs to be seen and how urgently | Any procedure, dressing, injection or intervention |
| Advice on self-care and safety-netting | Assessing anything that needs to be touched, smelled or measured directly |
| Monitoring a known condition between appointments | Emergency stabilisation of any kind |
A remote assessment is made on limited information. The clinician may reasonably conclude that they cannot safely assess you or your animal remotely and direct you to an in-person appointment. That is a correct clinical outcome, not a service failure — and it is not grounds for a refund under the Refunds & Cancellations Policy.
4. When you should not use the platform
- In any emergency, as described in section 1.
- Where a physical examination is clearly required.
- To obtain medication for another person, or under a false identity.
- To seek a second opinion for the purpose of obtaining a prescription another clinician has already declined.
- Where you cannot provide accurate history — for example on behalf of someone whose condition you do not know.
- Where you are outside the jurisdiction the service covers (see section 10).
Providing inaccurate or incomplete information materially affects clinical judgement. Neither Nexiv Labs nor the clinician is responsible for outcomes arising from information that was withheld or misstated.
5. Prescribing
- A prescription is issued only where a clinician judges it clinically appropriate after assessment. There is no entitlement to one, and requesting a specific medicine does not oblige a clinician to provide it.
- Controlled drugs and certain restricted medicines are generally not prescribed remotely, and the platform gates them accordingly.
- Prescribing is subject to the rules of the jurisdiction in which the clinician is registered and in which you are located. These rules differ and the platform enforces them.
- Antimicrobials are prescribed under stewardship principles. A clinician may decline to prescribe an antibiotic where it is not indicated, and that decision is a clinical one.
- Dispensed medicines cannot be returned or refunded once they have left the dispensing pharmacy's control, except where faulty, incorrectly dispensed or recalled.
6. Veterinary-specific matters
In many jurisdictions, a veterinary surgeon may only prescribe for an animal under their care, which usually requires a recent physical examination or genuine knowledge of the animal and its environment. Remote consultation alone is often not sufficient to establish that relationship.
- Nexiv Vet supports triage, advice and follow-up. It supplements the relationship with your own practice; it does not replace it.
- Where an animal is not under a prescribing practice's care, the outcome of a remote consultation will usually be advice plus a recommendation to attend in person.
- Veterinary professionals on the platform hold current registration with the relevant professional body, verified at onboarding and re-checked on a schedule. A lapsed registration automatically removes them from the rota.
- Triage severity scoring orders a queue and flags red flags. It is a decision-support tool. A registered professional makes every clinical decision.
- Animal owners remain responsible for their animal's welfare, including seeking in-person care when advised to.
7. AI-assisted features
Where the platform uses AI, it does so under strict constraints:
- No AI system makes a clinical decision. AI may draft a note, summarise a history or highlight a possible red flag. A qualified human reviews, edits and takes responsibility for it.
- AI-generated text is clearly identified as a draft within the clinician's workflow before approval.
- AI features do not diagnose, do not prescribe, and are not presented to patients or animal owners as clinical assessment.
- Model, prompt and dataset versions are recorded per inference so any output can be reconstructed and audited.
- Health data is never used to train general-purpose AI models.
8. Remote monitoring
- Monitoring data is reviewed within defined service hours, which are set by the operating healthcare organisation. It is not continuously monitored in real time.
- Do not rely on an alert being seen immediately. If you feel unwell or a reading alarms you, seek care directly — do not wait for the platform to contact you.
- Consumer devices and wearables vary in accuracy. Readings support clinical judgement; they do not replace it.
- Connectivity, battery or device failure can interrupt data flow. Absence of an alert never means absence of a problem.
9. Records and continuity of care
Consultation records are written to the clinical record and, where the integration exists, back into your practice or provider system. Sharing with your regular GP or veterinary practice is important for continuity, and we strongly encourage it.
Where no integration exists, you are responsible for passing the consultation summary to your regular provider. A clinician working without your full history is working with less information — say so if you know your record is incomplete.
10. Jurisdiction and availability
Telehealth is regulated locally. Services are offered only in jurisdictions where the operating organisation and its clinicians are authorised to provide them. You must be physically located in a covered jurisdiction at the time of the consultation, and you must tell the clinician where you are.
Accessing the service from outside a covered jurisdiction may mean a consultation cannot proceed, or that a prescription cannot be issued or dispensed locally.
11. Website and marketing content
Content on nexivlabs.com — including any description of conditions, treatments or clinical workflow — is provided for general information about our technology. It is not medical or veterinary advice, is not tailored to any individual or animal, and must not be relied on to make a health decision.
Illustrative figures, metrics and example records shown on this site demonstrate platform capability. They are not real patient or animal data.
12. Raising a clinical concern
If you are concerned about the clinical care you or your animal received:
- Raise it with the healthcare or veterinary organisation responsible for the clinician — they hold clinical governance and are the correct route for a clinical complaint.
- Tell us at support@nexivlabs.com. We will pass the concern to that organisation, preserve the relevant records and audit trail, and assist their investigation.
- You may also complain to the relevant professional regulator or health service ombudsman in your jurisdiction. Using our process does not affect that right.
Where a concern suggests immediate risk to a person or an animal, tell us immediately by phone on +1 (323) 289-0039 and we will escalate the same day.
Related reading: Terms of Service · Privacy Policy · Acceptable Use Policy