4.3. Owner vs. Client

Owner vs. Client in HQ

Understanding the difference between a client and an owner is important, because while they are often the same, they are not always interchangeable.

• Client: The individual or organization booking the appointment and responsible for payment or billing.
• Owner: The person or entity who legally owns the animal.

Scenario 1: Public Client Example

• Case: Jane Smith, a public client, brings in her cat.
• Result: Jane Smith is both the client and the owner.

Scenario 2: Volume Client Example

• Case: Beagle Rescue, a volume client, brings in an animal from their organization.
• Result: Beagle Rescue is both the client and the owner, since the rescue legally owns the animal.

Scenario 3: Differentiation Case

• Case: Beagle Rescue, the volume client, brings in an animal that actually has a separate private owner (e.g., the animal arrived through a transport program).
• Result: ** Client: Beagle Rescue (responsible for scheduling and billing). ** Owner: The individual pet owner, recorded in HQ as the Volume Client Owner (VCO). ** This distinction ensures proper tracking of who is financially responsible (the client) versus who is the animal’s legal guardian (the owner).

Key Takeaway

• Public cases → owner = client.
• Rescue/shelter-owned animals → owner = client.
• Transported animals under a volume client → client ≠ owner → use VCO to document the true owner.