Terms and conditions of The Pet Practice HealthPlan and VetsDeliver subscriptions

When taking out a HealthPlan or VetsDeliver subscription, you are accepting these terms and conditions. It is important to read them carefully, and please ask a member of staff if you have any queries.

1. The HealthPlan is a rolling annual preventative healthcare programme. HealthPlan Plus is an addition to the HealthPlan which includes Veterinary Consultations. VetsDeliver is a home delivery subscription service designed to make it easier to protect your pet from parasites. Neither VetsDeliver, Healthplan nor HealthPlan Plus are insurance policies.
2. Your subscription constitutes an agreement between you and The Pet Practice Ltd. Membership and benefits are not transferable to other practices including our out-of-hours providers.
3. HealthPlan members will receive discounted products and services during the course of their membership including, but not limited to, vaccines and flea / worming / tick treatments and a full health check with one of our vets. Full details of what is included are available from the practice.
4. When you take out your subscription, Pet Practice will collect your first two month's payment by cash or card. Subsequent payments will be collected via monthly Direct Debit.
5. Where your subscription includes delivery of parasiticides to your home via VetsDeliver, you will collect your first VetsDeliver pack from the practice when you join. Subsequent VetsDeliver packages will be sent by post.
6. We use VetSuccess Limited to collect Direct Debits on our behalf, and your bank statements will show a payment to VetSuccess . For the avoidance of doubt, your agreement is with The Pet Practice Ltd. VetSuccess Limited merely provide support to the practice, which includes transferring your payments.
7. Unless you tell us you would prefer not to, you may receive text message reminders during the course of your subscription.
8. The monthly subscription fee for your pet will be determined by its species and weight.
9. Of course, your pet can still receive treatment outside the scope of your membership and this will be charged in accordance with the practice's normal fees, terms and conditions.
10. These terms and conditions should be read in conjunction with any additional information including, but not limited to, literature provided by the practice detailing what is included in your membership. That literature forms part of these terms and conditions.
11. Your responsibilities - you are responsible for following our vets' and nurses' guidance, and for ensuring you apply / administer your pet's treatment to ensure they remain free of parasites. Aside from at the time of your pet's annual vaccination we will need to see your pet six months later. We will send you a reminder nearer the time. Please book your pet's health check as soon as you can, to ensure there are no unnecessary gaps in their protection against parasites. There is no additional charge for this nurse health check.
12. Membership for each pet will renew automatically on the anniversary of the date that your pet's subscription began, unless your vet advises that there should be a change in your pet's treatment.
13. We will tell you in advance, in writing, if there is to be a change in membership fees on your renewal date. We will always give you at least 30 days' notice of any change in fees as a result of our annual review.
14. In between our annual fees review, your pet's monthly fees may also change as your pet's weight changes. A change in fees due to a change in weight will take effect as soon as is reasonably practical. This applies to both increases and decreases in weight.
15. Failed Direct Debit payments, eg because of a lack of available funds, cause a significant increase in administration costs for the practice. We reserve the right to cancel your subscription and your pet will no longer receive the associated benefits or any discounts which have been applied. Your account will be reviewed and you will be charged the full price of any products or services received during the course of your subscription, minus any subscription payments received to date.
16. After a failed Direct Debit payment, we will re-present our payment request to your bank after 3-5 working days. We will make a third and final payment request to your bank after a further 3-5 working days. If this payment request is unsuccessful your subscription will be cancelled automatically and your pet will no longer receive the associated benefits or any discounts which have been applied
17. If your subscription is cancelled automatically because of failed direct debits, your account will be reviewed and you will be charged the full price of any products or services received during the course of your subscription, minus any subscription payments received to date.
18. Ending our agreement / cancelling your membership:
    • You may cancel your membership on your anniversary date (which is the anniversary of the date you joined) by giving us not less than two week's notice.
    • If you cancel your membership before your anniversary date, we will review your account and, where applicable, charge you retrospectively the full price of any products and services received during the course of your membership, minus any membership fees received to date.
    • We may end our agreement by giving you written notice as outlined below.
19. Unpaid bills relating to your subscription fees or medicines dispensed will be handled in accordance with our standard terms and conditions (available on request) and may be referred to a third-party debt collection agency.
20. Notice:
    • With regard to this agreement, either party wishing to give notice to the other should do so in writing.
    • 'In writing' includes emails, text messages from Pet Practice Ltd, letters sent by post, or delivered by hand.
    • When we write to you by post, we will use the address most recently provided.
    • If you wish to write to us, please use our email address or send letters direct to the practice.
21. Should you ever have cause to complain about the service you receive, please follow the practice's normal complaints procedure (available on request).

How we use your information

22. VetSuccess Limited and The Pet Practice Ltd will hold and use your personal data (as defined by UK data protection laws) for the purpose of administering your subscription.
23. Both The Pet Practice Ltd and VetSuccess Ltd may record and monitor inbound and outbound telephone calls for training purposes. These calls may also be referred to in relation to any future queries.
24. We will take all reasonable precautions to ensure the security of your data. Your data will not be shared with anyone else unless there is a legal requirement for us to do so.
25. You have the right to see your personal data. If you have any queries about the data we hold, or how we use it, please write to your local Pet Practice branch or VetSuccess Limited, 18 Albert Road, Bournemouth BH1 1 BZ.

HealthPlan Plus Consultation Rights

26. You are entitled to an unlimited number of routine consultations as part of this plan. Specialist, referral, or out-of-hours consultations, are not included. The booking is subject to availability of our clinicians and the triaging of caseload at the time. Health Plan Plus members will neither receive preferential nor deferential booking compared to non-plan clients. We expect you to book reasonably and responsibly and reserve the right to cancel your HealthPlan Plus membership should this not be the case.