Complete Care terms and conditions

COMPLETE CARE HEALTH PLAN TERMS AND CONDITIONS

  1. Introduction

Welcome to Your Complete Care Health Plan. This document (the “Terms”) together with the Membership Application Form constitute the entire agreement, understanding and contract between you and Your Practice in relation to the provision of the Complete Care Health Plan to Your Pet (the “Agreement”).

In the event of any conflict or ambiguity between these Terms or the Membership Application Form, these Terms shall prevail.

Key points about your plan

By registering for and purchasing a Complete Care Health Plan and completing the Membership Application Form you accept the Terms and by signing the Membership Application Form you confirm that:

a) You are over 18 years of age;
b) You understand that a Complete Care Health Plan is a preventative health care plan and not a substitute for insurance;
c) A Complete Care Health Plan only entitles you to the treatments and medicines recommended by Your Practice and as set out in these Terms and not to any other or additional products or services;
d) If you opt to pay for Your Complete Care Health Plan by monthly sums, you will make a First Payment in Your Practice and then pay a monthly amount by direct debit (“Direct Debit”) at the amounts set out in Membership Application Form and as set out in writing to you by Animal Healthcare Company Limited.
e) You understand that the Animal Healthcare Company Limited (“AHC”) administers all Direct Debit payments on behalf of the Practice;
f) You understand that the Complete Care Health Plan lasts for a minimum 6 month term (the “Minimum Term”) and that a £30 charge will apply for early cancellation (“Early Cancellation Charge”).
g) You understand, that by providing your email address and mobile telephone number within your Membership Application Form you consent to receiving email and SMS correspondence relating to your Plan and Your Pet, including specific email only Benefits, gifts and discretionary offers. Service reminders will also be emailed and sent by SMS. You understand that if you withdraw email consent you will not be able to receive the full Benefits available to you under the Plan as some of the Benefits are email only.

  1. Definitions

2.1. In these Terms, unless the context otherwise requires, the following words have the following meanings:

“AHC”                                                     means the Animal Healthcare Company Limited (company number 03302348) whose registered address is New Bond House, Bond Street, Bristol, BS2 9AG.  AHC administer Direct Debit payments on behalf of Your Practice.

 “Benefits”                                             the preventative healthcare, services and products, specialist products and WOW Moments which may be available under Your Plan to Your Pet as detailed and defined in Schedule 1.

“Collection Date”                                 means the date for collection of Your monthly Direct Debit payment as chosen by you on Your Membership Application Form.

“Start Date”                                          means the date the First Payment is received from you by Your Practice if you pay by Direct Debit, or the date the full sum is paid for Your Plan if you make a one off payment.

“Complete Care”                                 means the preventative health care plan designed for the needs of adult pets.

“Complete Care Junior”                     means the preventative health care plan designed for the needs of puppies and kittens.

“Complete Care Health Plan”           means the range of preventative health care plans offered by Your Practice including, but not limited to, Compete Care Junior, Complete Care and Complete Care Senior.

“Complete Care Senior”                    means the preventative health care plan designed for the needs of older pets.

“First Payment”                                   means the first payment taken from you at Your Practice at the time of signing up to Your Plan if opting to pay monthly.  The Pricing Schedule (Schedule 1) contains detail of indicative costs.

“Membership Application Form”    means the application form completed by you in order to sign up to Your selected Complete Care Health Plan.

“Minimum Term”                                means the period of six months from the Start Date

 “Party”, Parties”                                 means you and Your Practice.

“Payment Account”                           means the bank account you have nominated to make Direct Debit payments from.

 “Personal Details”                              means Your full name, mobile number, address, email address and bank details (for Direct Debit clients).

 “Your Pet” and “Pet”                         means the pet you registered with the Practice and which is named on Your Membership Application Form to receive Your Plan.

 “Your Plan”                                          means the Complete Care Health Plan you have selected for Your Pet (as set out in Your Membership Application Form) which you pay for either by Direct Debit or as a one off payment.

“Your Practice”, “we”, “us”, “our” means the Vets4Pets or Companion Care veterinary practice where you are registered for Your Plan as detailed on the Membership Application Form.

“Reminders”                                         means any communication (whether by phone, email, letter, or text message) from Your Practice reminding you of any appointment or treatment due.

 “Terms”                                                 means the terms and conditions contained within this document.

“Working Days”                                   means Monday to Friday between 9.00am and 5.00pm.

“you”,”Your”                                        means the client who is named as the registered owner of the Pet and who has completed the Membership Application and agreed to the Terms.

  1. Your benefits

3.1 The Benefits available to Your Pet in Your Plan will vary depending whether Your Pet is a dog, cat or rabbit and which Complete Care Health Plan you have signed up to (as detailed in Your Membership Application Form).
3.2 Each Complete Care Health Plan entitles You to receive:

3.2.1 Essential preventative healthcare treatments and relevant veterinary advice relevant to Your Plan;
3.2.2 A tailored set of clinical and lifestyle additional benefits;
3.2.3 tailored and guided support and education to support Your Pet’s life journey;
3.2.4 A series of discretionary tailored offers

3.3 An example of the Benefits available under Your Complete Care Health Plan is set out in Schedule 1 to these Terms.
3.4 You are only entitled to receive the Benefits detailed and as prescribed by Your Practice. If you ask for, or Your Pet needs a service or treatment that is not covered by Your Practice under Your Plan you will need to pay for this service or product separately.
3.5 As set out further in paragraph 10 below, Your Plan only entitles Your Pet to receive Benefits at Your Practice and Your Plan is not transferable.
3.6 If Your Pet is sensitive or allergic to the products prescribed under Your Plan then Your Practice may recommend that alternative products are used. These substitute products may incur additional charges. Please discuss Your Pet’s clinical requirements with Your Practice.
3.7 Under the Complete Care Junior Plan there are a number of discretionary Benefits which will be notified to you by email only throughout the fourteen month duration of the Complete Care Junior Plan.

  1. Term

4.1. Your Plan will begin on the Start Date and will last for a minimum of 6 months (“the Minimum Term”).
4.2. Following the end of the Minimum Term, Your Plan and associated Benefits will continue until cancelled (see paragraph 7 below). During the continued term monthly Direct Debit payments (if applicable) will be taken from Your nominated Payment Account.
4.3. If you pay for Your Plan as a one-off payment Your Practice will write to you prior to the expiry of Your Pet’s Plan and offer you continuation terms. If you wish to continue Your Plan you should visit Your Practice to make sure the Plan you are on remains appropriate for Your Pet and make the next one-off payment or sign up to pay by monthly Direct Debit.

  1. Price

5.1 The Price You pay for Your Plan will vary depending whether Your Pet is a dog, cat or rabbit and which Complete Care Health Plan you have signed up to (as detailed in Your Membership Application Form).
5.2 The size, breed and clinical factors relevant to Your Pet may impact Price. The Price you pay for Your Plan will be written in Your Membership Application Form and recorded by Your Practice.
5.3 A full pricing schedule showing the potential price deviations for the Complete Care Health Plans is attached at Schedule 1. Please note the pricing schedule is correct as at January 2021 but may be subject to change in accordance with these Terms.
5.4 The Price of Your Plan may vary and Your Practice reserves the right to adjust the Price:

5.4.1 If Your Pet’s weight or clinical requirements change meaning that they fall into a different weight band or require different Benefits, or a different Plan, this may require an adjustment to the cost of the Plan;
5.4.2 If the cost of supplying the Plan or providing the Benefits change (for whatever reason including but not limited to changes in law, regulatory requirements, RPI rate changes)

5.5 In the event of a Price change under paragraph 5.4 if you pay by Direct Debit Your Practice will give you a minimum of 15 Working Days’ notice prior to the planned price change
5.6 Any agreed refund due to you for any reason in respect of Your Plan will be refunded into the same Payment Account that You use to make payments for Your Plan.
5.7 No refunds will be available for missed Benefits.
5.8 In the event of a price variation per paragraph 5.4.1 and notification under paragraph 5.5 if this is within the Minimum Term you are entitled to cancel Your plan within 10 Working Days or receipt of the notification. If applicable, no Early Cancellation Charge will apply for cancellations due to a price variation.

  1. Payment

6.1 Your Plan can be paid for:

6.1.1 By setting up a Direct Debit payment plan where You will make a First Payment to Your Practice at the time of completion of Your Membership Application Form and thereafter by monthly Direct Debit payment which will be taken from Your nominated Payment Account on the billing date indicated in Your Membership Application Form; OR
6.1.2 By paying an upfront one-off payment at Your Practice.

6.2 The Direct Debit payment plan will continue for the Minimum Term and thereafter until cancelled (subject to paragraph 7 below).
6.3 If you require an amendment to Your Direct Debit Collection Date at any time during Your Plan, please contact AHC either by telephone: 0800 587 1019 or by email: ahcvets4pets@simplyhealth.co.uk at least 3 Working Days prior to the due date for collection. You will not be charged to change Your Collection Date.

  1. Cancellation

Cancellation by You:
7.1 If you cancel Your Plan / the Direct Debit payment plan before the end of the Minimum Term the Early Cancellation Charge of £30 will be applied to Your account.
7.2 After the expiry of the Minimum Term you can cancel Your Plan by giving notice in writing to Your Practice or by contacting AHC to cancel the Direct Debit. Your Plan will remain active until the end of the monthly billing period in which you gave notice to cancel. We do not provide refunds or credits for any partial months or unused or missed Benefits.
7.3 To ensure a Direct Debit payment is cancelled in time written notice must be received 10 Working Days before the next due Direct Debit payment.
7.4 Your Plan may also be cancelled in accordance with paragraph 5.8 above.
Cancellation or suspension by Your Practice:
7.5 Your Practice reserves the right to cancel Your Plan in the following circumstances:

7.5.1 Non-payment – if any Direct Debit payments are returned unpaid by Your bank you will be contacted to agree an alternative Payment Method. If it is not possible to collect payment on 3 successive occasions then Your Plan will be terminated and AHC will charge a fee of £10 for seeking to collect.
7.5.2 Your Practice may suspend and /or cancel Your Plan if you owe any amounts to Your Practice for any treatments or medications which are outside of Your Plan and which are more than 7 days overdue. Your Plan will be reactivated once you pay this outstanding amount in full. Direct Debit payments (if applicable) will continue to be taken during any period of suspension.
7.5.3 During any period of non-payment for any reason whatsoever, Your Plan shall be suspended and Your Practice will not be obliged to provide any further Benefits to Your Pet.
7.5.4 Your Practice reserve the right to cancel Your Plan by giving you one month written notice of cancellation at their discretion.

Cancellation by either Party
7.6 Either Party may cancel this Agreement in the event of the liquidation, (voluntary or not) administration, appointment of administrative receiver, bankruptcy or petition for bankruptcy of the other Party.
7.7 Any cancellation of this Agreement shall be without prejudice to any accrued rights and obligations of both Parties. The right to raise a dispute or claim losses survives termination providing the event complained of occurred on or before the cancellation of this Agreement.
If Your Plan is cancelled, do You need to do anything else?
7.8 You must collect all products prescribed under Your Plan within 3 months of the end of Your Plan. If you fail to collect any prescribed products in this time, you will not be entitled to collect any prescribed products afterwards.
7.9 In order to comply with dispensing regulations Your Pet will need to have been examined by a veterinary surgeon within 12 months prior to collection of the prescribed product, if this examination falls outside of the Your Plan Benefits (see schedule 1) you will be required to book a consultation which will be charged at Your Practice’s normal rates.

  1. Your obligations and responsibilities

8.1. You confirm you are the legal owner of the pet listed on your registration form and that you are over 18.
8.2. You shall ensure that all information provided by you in the Membership Application Form and to Your Practice is complete and accurate in all material respects.
8.3. You shall notify Your Practice if any information relevant to Your Plan requires updating including, but not limited to:

a) Your Personal Details
b) If Your Pet has fallen ill or has developed any conditions which could affect the health of Your Pet;
c) Whether Your Pet is sensitive or allergic to any treatments included as Benefits in Your Plan;
d) If Your Pet is lost or deceased;

8.4. You shall use Benefits in accordance with Your Practice’s instructions and collect any treatments included as Benefits promptly when directed by Your Practice.
8.5. You agree to attend a consultation with Your Pet as directed by Your Practice at any time during Your Plan, if this consultation falls outside of your Plan Benefits (see schedule 1) the cost may be additional and charged at Your Practice’s normal rates. Your Practice reserves the right to refuse to provide You with any Benefits until you have attended such consultations. In accordance with Your Practice’s regulatory obligations under The Veterinary Medicines Regulations 2013 SI2033.
8.6. You shall not sell or make available for use any Benefits other than for Your Pet;
8.7. Your Plan is personal to Your Pet and is non-transferable between any other pets not listed in the Membership Application Form
8.8. It is Your sole responsibility to utilise the Benefits applicable to Your Plan and you shall not be entitled to any refund in respect of any unutilised Benefits or returned medications.
8.9. You must let Your Practice know that you are a member of the Complete Care Health Plan when arranging treatments or utilising Benefits applicable to Your Plan.
8.10. You shall pay for any goods or treatments not covered by Your Plan at the time of receiving such goods or treatments.
8.11. You shall co-operate with Your Practice and act responsibly in all matters relating to Your Plan.

  1. Your practice’s obligations

9.1 On successful completion of the Membership Application Form and agreement to these Terms, Your Practice shall provide the services and Benefits applicable to Your Pet from the Start Date or until cancellation (in accordance with paragraph 7 above) or until the Plan end date (if paid for up front).
9.2 The Practice shall have no obligation to provide services or Benefits to you if Your account is in arrears or it has not been possible to collect a Direct Debit payment.
9.3 Your Practice reserves the right to refuse to provide you with any Benefits where Your Practice considers it is not in Your Pet’s best interests to supply such Benefits (for example where a lot of time has elapsed since Your Pet’s previous veterinary consultation).
9.4 Whilst the practice will endeavour to send regular Reminders, Your Practice accepts no liability for any missed Benefits and it is Your responsibility to ensure that any Benefits under Your Plan are collected regularly and it remains Your responsibility to present Your Pet for all elements of Your Plan at the appropriate time.

  1. Transferring your plan (practice)

10.1. Your Plan and the Agreement is with Your Practice. There is no automatic right to transfer Your Plan to another Practice. In the event that you request for Your Plan to be transferred to another Vets4Pets or Companion Care branded veterinary practice then Your Practice may, at their absolute discretion, transfer, novate, assign or subcontract any of its rights under this Agreement to an alternative entity (“the Practice Transfer”).
10.2. For the avoidance of doubt, if you pay by Direct Debit, then any Practice Transfer will require that you complete a new Membership Application Form which resets the start date of Your Plan, meaning that a new 6 month Minimum Term will apply from the Practice Transfer date.
10.3. As a prior condition to any Practice Transfer, Your Practice will require payment of any amounts you owe to Your Practice for any treatments or medication which are outside of Your Plan and which are due for payment. Any Practice Transfer (that is agreed at the discretion of the Practice) may be delayed or suspended until any such sums are paid in full.
10.4. For the avoidance of doubt, Plans which are paid for up front cannot be transferred between Practices.
10.5. A practice will not charge the cancellation fee when a client is transferring to another Vets4Pets or companion Care branded veterinary practice, even if the transfer is within the Minimum Term.

  1. Transferring to a different Complete Care Health Plan

11.1. From time to time it may be recommended by Your Practice that Your Pet goes onto a different Complete Care Health Plan. This could be for a range of clinical factors (not limited to but including: Your Pet’s age, weight or any long term health conditions) or because your Pet has ‘graduated’ from their Plan (for example has been on the Complete Care Junior Plan for 14 months so should move to Complete Care. (“the Care Plan Transfer”).
11.2 In the event of a Care Plan Transfer Your Practice will write to you to inform you of the details of the new Plan including the Benefits and Price. Your Practice will write to you a minimum of 15 Working Days before any proposed change will take effect.
11.3 Any Care Plan Transfer will be subject to agreeing the details of the new Plan with You. In the event of any Price variation Your Direct Debit Payments will be amended to reflect the amended Price from Your next monthly billing cycle.
11.4 If you pay for Your Plan upfront it is non-transferrable.
11.5 If Your Practice recommends that you complete a Care Plan Transfer the start date of Your Plan will not reset but will continue from Your original Start Date.
11.6 If you want Your Pet to move to a different Complete Care Health Plan this might be possible at the discretion of Your Practice based upon what is in the best interests of Your Pet. Your Practice is under no obligation to agree to a Care Plan Transfer if not deemed clinically necessary or in Your Pet’s best interests.

  1. Complaints and Disputes Resolution

12.1. If you have any questions or cause for complaint about your direct debit payments, please contact AHC by telephone: 0800 587 1019 or by email: ahcvets4pets@simplyhealth.co.uk or write to AHC at: The Animal Healthcare Company Limited, New Bond House, Bond Street, Bristol, BS2 9AG. Quoting Your Health Plan reference number.
12.2. If you are unhappy with the Benefits or any aspect of Your Pet’s veterinary care, please contact Your Practice.
12.3. If the Parties cannot resolve a dispute using Your Practice’s internal complaint handling procedure, Your Practice will:

12.3.1. let you know that it cannot settle the dispute with you; and
12.3.2. provide you with information about alternative dispute resolution methods to assist with the settlement of the dispute.

  1. Your Personal Information

13.1. Subject to clause 13.2 below, Your Practice will use Your Personal Details as set out in the Vets4Pets/ Companion Care Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, Your rights in relation to personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of personal information. You can find our Privacy Policy online at https://www.vets4pets.com/about-us/privacy-policy/.
13.2. Your Practice will use Your Personal Details in order to send you correspondence by email and SMS relating to Your Plan including (but not limited to) advice for Your Pet, information, services, Reminders, Benefits. If data consent has been provided Your Practice may send you discretionary offers which may be of interest and, for Complete Care Junior may email gift opportunities. In the event that you do not consent to receive communications by email then Benefits relevant to your Plan (which are only emailed) will not be available to you.
13.3. In the process of administering the Direct Debit payments AHC will hold and use Your Personal Details in accordance with their internal procedures and only in so far as is necessary to administer Your Plan, and to comply with legal obligations which they are subject to, to protect their interests and for fraud detection and prevention. You can view their Privacy Policy online at https://premiervetalliance.com/privacy-policy/.
13.4. AHC operates strict procedures to ensure that Your personal data is kept safe and secure.
13.5. Whilst administering Your Plan, AHC and Your Practice may receive and share personal information with:

13.5.1. other relevant persons involved in dealing with Your Plan and Your Practice;
13.5.2. persons appointed by you and / or under power of attorney for a period of time, e.g. the pet’s owner when different to the Plan holder.

  1. Variation

14.1. Your Practice may unilaterally vary these Terms at any time during the Term of Your Plan. You will be given a minimum of 30 days written notice of any such material variation.
14.2. Updated Terms will be available to be viewed on our website: www.vets4pets.com/completecarejunior-terms-and-conditions.
14.3. No one other than a party to this Agreement has any right to enforce any Term of this Agreement.

  1. Liability

15.1. AHC administers Complete Care Health Plan registrations and collects Direct Debit payments on Your Practice’s behalf. AHC is excluded from any liability in respect of the provision or quality of the Benefits or veterinary services.
15.2. Your Practice is responsible for the provision of the Benefits and veterinary services (subject to the Terms of the Agreement). Your Practice’s liability under or in connection with this Agreement shall be limited to an aggregate limit equivalent to the amount paid by you under or in connection with Your Plan during the Minimum Term.
15.3. Your Practice shall not limit its liability under clause 15.2 for:

15.3.1. fraud or theft by it or its employees;
15.3.2. death and/ or personal injury of Your Pet caused by its negligence or that of its employees, agents or subcontractors as applicable;
15.3.3. reasons of law or regulation for which liability may not otherwise lawfully be limited or excluded.

  1. Governing Law and Jurisdiction

16.1. The courts of England and Wales will have exclusive jurisdiction in relation to this Agreement.
16.2. The laws of England and Wales will apply to this Agreement.

Schedule  1 - Benefits

Plan types Complete Care Junior (14 month plan) Complete Care Junior (6 month plan) Complete Care Complete Care Senior
Eligible species

Puppy or kitten

Puppy or kitten

Dog, cat or rabbit

Dog or cat

Payment methods

Monthly or upfront payment

Upfront payment

Monthly or upfront payment

Monthly or upfront payment

Pricing

All weights and species:
Monthly payment: £30 initial payment + £15 x 13 monthly payments
Upfront payment: £225

 - All pets and species: £105

Dog
  Small (<10kg):
£12 p.m. / £144 p.a.
  Medium (10kg-25kg):
£14 p.m. / £168 p.a.
  Large (25kg - 40kg):
£16 p.m. / £192 p.a.
  XL (40kg - 65kg):
£23 p.m. / £276 p.a.
  Giant (>65kg):
£26 p.m. / £312 p.a.
Cat
  Cat (<8kg):
£10 p.m. / £120 p.a.
  Giant (>8kg):
£16 p.m. / £192 p.a.
Rabbit:
£8 p.m. / 96 p.a.

Dog
  Small (<10kg): £18 p.m. / £216 p.a.
  Medium (10kg-25kg): £20 p.m. / £240 p.a.
  Large (25kg - 40kg): £22 p.m. / £264 p.a.
  XL (40kg - 65kg): £29 p.m. / £348 p.a.
  Giant (>65kg): £32 p.m. / £384 p.a.
Cat
  Cat (<8kg): £17 p.m. / £204 p.a.
  Giant (>8kg): £22 p.m. / £264 p.a.

Core components

 

 

   

Primary Course of Vaccinations including full clinical exam with your vet

   

Annual Booster vaccination including full clinical exam with your vet

 

✓ (£20 Supplement payable if primary course required)

(£20 Supplement payable if primary course required)

Annual vet consultation

   

Canine Infectious Tracheobronchitis  Vaccine (Kennel Cough)

Feline Leukaemia vaccination

Year round flea & worm treatment (Incl. Angiostrongylus lungworm - dogs only)

(6 months only)

Seasonal tick prevention

Nurse consultation (e.g. 6 month health check)

 

✓ x2

Nurse consultation - weigh and worm

✓ (to be agreed with practice)

(to be agreed with practice)

   

Seasonal Flystrike protection (rabbits only)

   

 

Annual blood screening

     

2 x urine screening

     

10% discount on prescribed medications

     

10% off voucher at Pets at Home (VIP members only)

% off voucher at The Groom Room (VIP members only and dogs only)

50%

50%

20%

20%

4 weeks free insurance

   

£20 Tailster voucher

   

Pre-anaesthetic blood screening at time of neutering  (where indicated and at the discretion of your veterinary surgeon)

 

 

 

Access to the Complete Care Junior Support line (Tel: 0333 332 4472)

 

 

Additional treatments or savings 

Includes all indicated additional treatments or savings

Includes all indicated additional treatments or savings

Up to 6 per year for Complete Care

Up to 6 per year for Complete Care Senior

% off neutering

10%

10%

10%

20%

% off dental procedure

   

10%

15%

£ off vet consultation

£5 (Up to 6 consultations)

£5 (Up to 6 consultations)

£5

£10

Microchip

Free

Free

£10

£10

10% off in house lab work

   

Blood wellness test for £30

   

Nurse consult (may include Dental consultation, anal gland Expression, nail clip or nutrition consultation. Please speak to your practice for further details)

   

% off second Seresto collar (flea and ticks)

30%

30%

30%

10%

10% off Adaptil/Feliway

     

10% off Rabbit parasite treatment

   

 

10% off faecal worm egg testing (rabbits only)

   

 

10% off hair pluck or acetate strip skin test (rabbits only)

   

 

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