What ‘Transparency’ Really Looks Like in the Vet Tech Space
In recent years, the veterinary industry has experienced rapid growth in the number of technology providers offering tools to support everything from practice management and communication to cyber security and data storage. This innovation has brought many benefits – but also a new set of challenges. Among them, one issue consistently raised by veterinary professionals is a lack of clarity and openness from some technology providers.
So, what does true transparency actually look like in the veterinary tech space – and how can practices recognise it when they see it?
Why Transparency Matters More Than Ever
Veterinary professionals are increasingly expected to be tech-literate, financially savvy, and operationally agile – all while delivering exceptional patient care. With such pressure, the last thing a practice needs is to be caught off guard by unclear pricing structures, unrealistic service promises, or hidden limitations buried in the fine print.
Lack of transparency can lead to:
- Misallocated budgets
- Frustrated teams
- Interrupted workflows
- Unplanned system changes
- Strained client relationships
Trust is the foundation of any partnership – and in technology, trust begins with transparency.
What Transparency Really Looks Like
1. Clear, Honest Pricing
Transparent providers offer detailed quotes with no hidden fees or vague terms like “starting from”. They are upfront about:
- Monthly/annual costs
- Onboarding and setup charges
- Renewal dates and terms
- Any optional extras or future upgrade paths
Look for providers who are happy to walk you through the pricing line by line – and can explain what value each element brings to your practice.
2. Defined Scope of Service
What’s included, and what isn’t? Transparent providers give practices a clear breakdown of:
- What services are delivered during onboarding
- The level of support available (and when)
- How implementation is managed, with realistic timelines
This avoids the all-too-common scenario of discovering that key features, data migration, or training weren’t actually covered – after the agreement has been signed.
3. Upfront Limitations
Every tool and service has its boundaries. Transparency means being honest about:
- What the system can’t do
- Where third-party integration may be needed
- Any usage limits, capacity caps, or system requirements
Providers should help practices make the right choice – even if it means acknowledging that another solution may suit better.
4. Data Ownership & Exit Policies
Veterinary practices must have control over their data – full stop. Transparent providers make it clear:
- Who owns your data (you should)
- How you can access, back up, or export it
- What happens to your data if you choose to move on
If these policies aren’t easily accessible or clearly explained, it’s a red flag.
5. Authentic Communication
Transparency is also about tone. Do the provider’s sales and support teams communicate openly, avoid jargon, and respond to tough questions with substance – or do they gloss over details with vague assurances?
Trustworthy companies don’t just tell you what you want to hear. They help you understand what’s happening behind the scenes, even when it’s complex or inconvenient.
Red Flags to Watch Out For
Not all providers fall short intentionally – but as a busy practice, it’s worth staying alert for the signs of potential gaps in transparency:
- Unclear contract terms or renewal clauses
- Sales teams who can’t explain the service in plain language
- Promises made during demos that aren’t backed up in writing
- Reluctance to provide references or case studies
- “Surprise” charges post-onboarding
If something feels vague or evasive, dig deeper. A confident provider should welcome your questions.
Raising the Standard, Together
The veterinary industry deserves tech providers that value honesty, clarity, and mutual respect. That’s why we’ve launched our Transparency Pledge – a commitment to doing business openly and ethically, and encouraging others to do the same.
Because raising the standard isn’t a one-time effort. It’s a choice we make with every conversation, contract, and commitment.
