T&Cs
Healthy Pet Club
Membership of the Healthy Pet Club is subject to the following terms and conditions
Welcome to your Pet Health Plan (your Plan) from your Veterinary Practice. This contract is between You and Your Veterinary Practice. Your Plan is administered by VetSuccess Limited for and on behalf of Your Veterinary Practice. This includes passing the fees on to Your Veterinary Practice on a monthly basis.
The following points make up the terms and conditions of the Contract between You and Your Veterinary Practice. These are very important and we recommend that You read through them carefully at the start of Your Pet’s Plan.
1. Definitions of terms used
Contract means the Plan agreement between You and Your Veterinary Practice which You have signed and which comprises these terms and conditions.
Your Veterinary Practice means the veterinary practice named as the provider of Your Pet’s treatment on the Plan application form.
You means the holder of the Plan who has signed the application form and who is named as the primary contact for the Plan in our records.
Your Pet means the animal named on the application form as beneficiary of the Plan.
Plan means the pet health plan offered by Your Veterinary Practice that covers specified treatment required to maintain Your Pet’s health.
Plan Year means an iterative cycle of twelve consecutive months starting from the beginning of the Contract and any 12 month period thereafter.
Your Monthly Plan Fee is the monthly amount charged by Your Veterinary Practice to cover the cost of the treatment provided to Your Pet under the terms of this Contract.
The Application Form is the document that is completed by Your Veterinary Practice at the start of the Plan which sets out the Plan category and Monthly Plan Fee.
An Approved Practice is a practice owned by Independent Vetcare Ltd.
2. Treatment to which Your Pet is entitled
The Contract entitles Your Pet to receive the routine and preventive treatment required to maintain Your Pet’s health as prescribed by Your Veterinary Practice. This includes twice-yearly health assessments, routine vaccinations and regular control of parasites. A full list of inclusions are available from Your Veterinary Practice, which may include any references to discounts on other items of treatment and retail goods. These terms and conditions should be read in conjunction with Your Veterinary Practice’s specific Plan details.
3. Treatment to which Your Pet is not entitled
This Contract is limited to the provision of routine preventive health care and only entitles your pet to the treatment required to monitor its health, as specified by your practice. There is no insured benefit under The Contract, and this Contract is not a substitute for pet insurance. The Contract does not entitle Your Pet to:
- The cost of consultations that may or may not precede clinical treatment
- Any treatment that is deemed clinically necessary by Your Veterinary Practice in the event of illness (short-term or long-term) and injury
- Any drugs or general health improvers (such as vitamins or ‘neutraceuticals’) which are not clinically necessary in the opinion of Your Veterinary Practice
- The cost of food, including prescription and special dietary food
- Treatment provided by Your Veterinary Practice outside of normal surgery hours and/or outside of the surgery, including home visits
- Any treatment that continues after the Contract has been cancelled
4. Treatment of other animals
The Contract is for Your Pet named on the Application Form and is not transferable between animals.
5. Treatment at another surgery
Your Contract is between You and Independent Vetcare Ltd as the owners of Your Veterinary Practice. Your plan can only be transferred to an Approved Practice that is owned by Independent Vetcare Ltd (trading as IVC Evidensia) but cannot be transferred to another practice outside of the Independent Vetcare Ltd Group. Where you choose for your pet to have routine preventive treatment anywhere other than an Approved Practice, Your Pet will not be covered by this Contract. If you wish to transfer Your Contract to another Approved Practice, please ask Your Veterinary Practice for details.
6. Monthly Plan Fee
Your Monthly Plan Fee will be determined by your pet’s species. Your Veterinary Practice reserve the right to make changes to the plan and monthly fee with no less than 4 weeks’ notice.
7. Payment of fees
Your Contract is a monthly contract and will continue from month to month until it is ended by either You or Your Veterinary Practice. You must pay the monthly fee by Direct Debit in favour of VetSuccess Limited as collecting agent for Your Veterinary Practice. Any other amounts due to Your Veterinary Practice for treatment not covered by this Contract are payable directly to Your Veterinary Practice. Your liability to pay the monthly fee continues until the Contract is ended in accordance with these terms and conditions (see sections 10 and 11). No refund of fees will be allowed except in the case of administrative error or death of Your Pet or client.
8. Alteration of Monthly Plan Fee
Your Veterinary Practice will normally review Your Pet’s Monthly Plan Fee once a year and Your Monthly Plan Fee may change as a result. You will be given at least 4 weeks’ notice of any changes to your monthly fee and any notice sent to the payer’s email address (if provided) or last known postal address will be treated as adequate notice.You will be entitled to terminate if you do not accept the increased Monthly Plan Fee pursuant to Section 11. If you tell us you want to terminate during the 4 week notice period detailed in this Section, you will not be charged the increased Monthly Plan Fee.
9. Direct Debit Changes
Following a decrease in your monthly fee, your Monthly Plan Fee will be changed at the next available Direct Debit collection date. Where You are given notice of an increase in your monthly fee, your Monthly Plan Fee will be increased at the end of the notice period. If You need to change your bank details or Direct Debit collection date, please contact your veterinary practice at least 10 working days before the next collection is due.
10. Your Responsibilities
You are responsible for ensuring Your Pet attends Your Veterinary Practice regularly for health checks, vaccinations and parasite control and that You comply with the advice and treatment Your Veterinary Practice prescribes. If in the reasonable opinion of Your Veterinary Practice, they are not able to maintain Your Pet’s health due to any act or omission on your part, your practice may end the Contract with immediate effect.
11. Ending the Contract
You may cancel the Contract by giving no less than one calendar months’ notice in writing to Your Veterinary Practice or VetSuccess Limited expiring on the last payment date. If you cancel at any time other than on an anniversary of joining the plan, your practice may charge you either the outstanding amount for treatment received, or the monthly payments due until the anniversary of your plan, whichever is lower.
Your Veterinary Practice may end your Contract for any reason by giving You not less than one month’s notice and notice given will be deemed valid if sent to the payer’s last known postal address.
If in the reasonable opinion of Your Veterinary Practice, they are not able to maintain Your Pet’s health due to any act or omission on your part, our practice may end the Contract with immediate effect. Your Practice may also end this Contract if in our reasonable opinion You, and or any person who brings Your Pet to Your Veterinary Practice in relation to Your Pet’s care, are aggressive and/or abusive to any of Your Veterinary Practice’s staff.
12. Non-payment
Failed Direct Debit payments cause a significant increase in administration costs for the practice. Your Veterinary Practice therefore reserves the right to charge an administration fee of £10 for each failed payment. This administration charge will be added to your account.
After a failed Direct Debit payment, VetSuccess Limited will re-present the payment request to your bank after 3-5 working days. If the second payment request also fails, a second administration charge may be added to your account. A third and final payment request will be made to your bank after a further 3-5 working days. If this payment request is unsuccessful your Plan membership will be cancelled automatically, and your pet will no longer receive the associated benefits and discounts.
If your Plan membership is cancelled automatically because of failed direct debits, your account will be reviewed and you will be charged the full price of any products and services received during the course of your membership, minus any membership fees received to date.
13. Refunds
If your monthly payment is refunded by VetSuccess Limited for whatever reason, the plan will be subject to the conditions of Non-Payment (see Section 12) for those months that have been refunded.
14. Variation of these terms and conditions
The terms and conditions of your Contract may be varied by Your Veterinary Practice or by VetSuccess Limited on Your Veterinary Practice’s behalf. You will be given at least one month’s written notice of any changes. Details of the variation will be sent to the Plan Fee payer’s last known postal address. If you don’t want to accept the changes you have the right to cancel – in line with Section 11 of these Terms and Conditions You will not have to pay any more than one month’s Plan Fee if you are cancelling because of the variations to the terms. You will be deemed to have accepted the variations to the terms if you have not cancelled your Plan membership within one month of receiving written notice of those changes.
15. Liabilities
VetSuccess Limited administers Your Pet’s Plan on behalf of Your Veterinary Practice. The Contract is not with VetSuccess Limited, and to the extent permitted by law VetSuccess Limited has no liability to You whether in respect of tort (including negligence), breach of contract, defective or unsatisfactory treatment in connection with any Plan it administers on behalf of Your Veterinary Practice. This does not affect any right or remedy You may have against Your Veterinary Practice. VetSuccess Limited has no obligation to pay to Your Veterinary Practice any fees not received by us from You, or any monies owed to You by Your Veterinary Practice.
Your practice’s liability to you in respect of the Plan shall not exceed 12 times the Monthly Plan Fee.
16. Your personal data
VetSuccess Limited and Your Veterinary Practice will hold and use your personal data (as defined by UK data protection laws) for the purpose of administering your preventative healthcare plan.
Both Your Veterinary Practice 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.
Your Veterinary Practice and VetSuccess Limited 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.
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 either Your Veterinary Practice or VetSuccess Limited, The Chocolate Factory, Keynsham, Bristol, United Kingdom, BS31 2AU.
Your Practice will only use your personal information as set out in its privacy policy, which can be found here: https://ivcevidensia.co.uk/privacy-policy
17. Complaints and disputes
All disputes relating to treatment should be directed to Your Veterinary Practice in accordance with their in-house complaints procedure.
Should You have a complaint about the administration of your Plan please contact VetSuccess Limited, The Chocolate Factory, Keynsham, Bristol, United Kingdom, BS31 2AU or email at help@vetsuccess.co.uk
18. Governing law and jurisdiction
This contract shall be governed by and construed exclusively in accordance with the Law of England and Wales.
1. The Healthy Pet Club is a rolling annual preventative healthcare programme. The Healthy Pet Club is not an insurance policy.
2. Membership of the agreement constitutes an agreement between you and IVC Evidensia trading as Heathside Veterinary Practice Limited. Membership and benefits are not transferable to another practice.
3. You will receive discounted products and services during the course of your membership including, but not limited to, vaccines and flea / worming / tick treatments and a full health check. Full details of what is included are available from the practice.
• The full health check must take place within the 6th month after the annual vaccination date. Consultations outside this time will attract a fee.
• All HPC treatments are to be carried out in the surgery.
4. The fee for your pet will be determined by its species, age and weight.
5. Of course, your pet can still receive treatment outside the scope of the Healthy Pet Club and this will be charged in accordance with the practice’s normal fees, terms and conditions.
6. These Healthy Pet Club 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 the Healthy Pet Club. That literature forms part of these terms and conditions.
7. Your responsibilities – you are responsible for following our vets’ and nurses’ guidance, and for ensuring your pet attends the practice regularly for the preventative healthcare checks which are included as part of your membership of the Healthy Pet Club. If we are unable to maintain your pet’s health because you haven’t followed guidance or attended the practice we may need to terminate your membership. Termination would be in writing as outlined below, and with immediate effect.
8. Your membership fees will be collected by Direct Debit on a monthly basis.
9. We use Easy Direct Debits Limited to collect Direct Debits on our behalf, and your bank statements will show a payment to Easy Direct Debits on behalf of IVC Evidensia trading as Heathside Veterinary Practice Limited. For the avoidance of doubt, your agreement is with IVC Evidensia trading as Heathside Veterinary Practice Limited. Easy Direct Debits Limited merely provide support to the practice, which includes transferring your payments.
10. Membership for each pet will renew automatically on the anniversary of the date that your pet joined the Healthy Pet Club.
11. 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.
12. In between our annual fees review, your pet’s monthly fees may also change as your pet’s age / weight change. A change in fees due to a change in weight / age will take effect as soon as is reasonably practical. This applies to both increases and decreases in weight.
13. After a failed Direct Debit payment, we will re-present our payment request to your bank after 3-5 working days.
14. If the second payment request also fails, 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 Healthy Pet Club membership will be cancelled automatically and your pet will no longer receive the associated benefits and discounts.
15. If your Healthy Pet Club membership is cancelled automatically because of failed direct debits, your account will be reviewed and you will be charged the full price of any products and services received during the course of your membership, minus any membership fees received to date.
16. 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 weeks’ 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.
17. Unpaid bills relating to your membership fees, treatment received 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.
18. Notice:
• With regard to this agreement, either party wishing to give notice to the other should do so in writing.
• ‘In writing’ includes emails, 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 the email address manager@heathsidevets.co.uk or send letters to Healthy Pet Club, Administration, Heathside Veterinary Surgery, 178 Locks Road, Locks Heath, SO31 6LE.
19. 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
20. Easy Direct Debits Limited and IVC Evidensia trading as Heathside Veterinary Practice Limited will hold and use your personal data (as defined by UK data protection laws) for the purpose of administering your preventative healthcare plan.
21. Both IVC Evidensia trading as Heathside Veterinary Practice Limited and Easy Direct Debits 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.
22. 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.
23. You have the right to see your personal data. Please note that there may be a charge if you wish to do this. If you have any queries about the data we hold, or how we use it, please write to either Heathside Veterinary Surgery, 178 Locks Road, Locks Heath, SO31 6LE or Easy Direct Debits Limited, 99 Holdenhurst Road, Bournemouth BH8 8DY.
Easy Direct Debits Limited is a company registered in England and Wales with company number 09633942 whose registered office is at Ebenezer House, 5a Poole Road, Bournemouth, BH2 5QJ
IVC Evidensia trading as Heathside Veterinary Practice Limited is a limited company registered in England and Wales with company number 04335775 whose registered office is at Wellesley House, 204 London Road, Waterlooville, Hampshire, PO7 7AN.