Terms and Conditions (Total Wellness Plan)

TOTAL WELLNESS PLAN – TERMS & CONDITIONS

Our Total Wellness Plan is a rolling annual preventative healthcare programme, designed to provide preventative healthcare to maintain your pet’s health and wellbeing. We strongly recommend pet insurance for peace of mind and to assist with costs in the event of accident or illness.

When joining the Total Wellness Plan you are accepting the below terms and conditions.

It is important to read them carefully. Please ask a member of the team if you have any queries.

  1. There is no insured benefit. THIS IS NOT AN INSURANCE POLICY.
  2. The cost, content and delivery of the goods and/or services paid for by this Plan is agreed between you and Harrison Family Vets
  3. Your Plan only remains in force if you pay your monthly instalments, without default.
  1. Your Direct Debit is collected by: Vet Success Limited, 99 Holdenhurst Road, Bournemouth, BH8 8DY. “Vet Success Limited” will appear on your bank statement.
  2. If you need to change any collection dates, please contact your local practice at least 7 working days prior to the direct debit due date. We will not charge for this amendment.

However, you will be charged an administration charge of £10 if any of your direct debit instalments are returned to us unpaid.

  1. Your Plan is an annual contract and will be automatically renewed by us. If you wish NOT to renew for a subsequent year, then you should notify us 21 days prior to your expiry date.
  2. If a neuter or dental procedure is requested within 3 months of joining the Plan, pre-payment of the equivalent value of 3 months direct debit payments is required at time of your pet being admitted into the practice.
  3. You must be over 18 years of age to enrol your pet on the Total Wellness Plan.
  4. The Plan is not transferable between pets.
  5. Membership of the agreement constitutes an agreement between you and Harrison Family Vets.
  6. You will receive discounted products and services during your membership including, but not limited to:
    a. Annual core vaccinations, with the kennel cough vaccination also available. Please discuss with our teams whether this is appropriate for your pet.
  7. Treatment for the prevention of Roundworms, Tapeworms (and Lung worms in dogs).
    c. UNLIMITED consultations with a Veterinary Surgeon or a Registered Veterinary Nurse (including post-operative check-ups).
    d. Discounts on Pet Foods, Dental Procedures, Neutering (does not include chemical castration medication or additional laparascopic spay fees).
    e. Microchip.
    f. Nail trims.
    g. Anal gland expression.
    h. 25% discount on a range of lifetime medications, excluding injectable medications.
  8. Your pet will receive an annual Comprehensive Physical Examination including inhouse blood and urine tests. Please note, these tests are part of a routine wellness examination and cannot be used for diagnosing a poorly pet presented as such in a normal 15-minute veterinary consultation.
  9. The monthly fee for your pet will be determined by its species.
  10. Treatment received by your pet outside of the scope of the Total Wellness Plan will be charged in accordance with the practice’s normal fees, terms, and conditions.
  11. The Total Wellness Plan 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 Total Wellness Plan. Such literature forms part of these terms and conditions.
  12. Your 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 in your membership of the Total Wellness Plan.
  13. Your membership fees will be collected by monthly Direct Debit.
  14. We use Vet Success Limited to collect Direct Debits on our behalf, and your bank statements will show a payment to Vet Success Limited on behalf of Harrison Family Vets. For the avoidance of doubt, your agreement is with Harrison Family Vets. Vet Success Limited merely provide support to the practice, which includes transferring your payments.
  15. Membership for each pet will renew automatically on the anniversary of the date that your pet joined the Total Wellness Plan. If you wish NOT to renew for a subsequent year, then you should notify us 21 days prior to your expiry date.
  16. Any price increases in line with the cost of delivering products and services will be notified in writing within 30 days of such changes.
  17. In between our annual fees review, your pet’s monthly fees may also be increased.
  18. Failed Direct Debit payments, e.g. because of a lack of available funds, cause a significant increase in administration costs for the practice. We reserve the right to charge an administration fee of £10 for each failed payment. This administration charge will be added to your account.
  19. After a failed Direct Debit payment, we will re-present our payment request to your bank after 3-5 working days.
  20. If the second payment request also fails, a second administration charge may be added to your account. 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 Total Wellness Plan membership will be cancelled automatically, and your pet will no longer receive the associated benefits and discounts.
  21. If your Total Wellness 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 your membership, minus any membership fees received to date.

 

Cancellation of Total Wellness Plan Membership

  1. 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.
  2. If for any reason you cancel your membership mid-term before your anniversary date, we will review your account. Where applicable, we will retrospectively charge you the full price of any products and services received during your membership, minus any membership fees received to date. Such cancellation circumstances include the sad loss of a pet, which will be handled sensitively and compassionately.
  3. We may end our agreement at any time by giving you written notice.
  4. Unpaid bills relating to your membership fees, treatment received, or medicines dispensed will be handled in accordance with our standard terms and conditions (available upon request) and may be referred to a third party debt collection agency.
  5. Regarding this agreement, either party wishing to give notice to the other should do so in writing.
  6. ‘In writing’ includes emails, letters sent by post, or delivered by hand.
  7. When we write to you by post, we will use the address most recently provided.
  8. If you wish to write to us, please use the email address enquiries@harrisonfamilyvets.co.uk or contact us.

How we use your information

  1. Vet Success Limited and Harrison Family Vets will hold and use your personal data (as defined by UK data protection laws) for the purpose of administering your preventative healthcare plan.
  2. Both Harrison Family Vets and Vet Success Limited 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.
  3. 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.
  4. 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 Harrison Family Vets or Vet Success Limited, 99 Holdenhurst Road, Bournemouth BH8 8DY.

Complaints Procedure

Should you have any cause for complaint on any aspect of the administration of your direct debit, you should contact:-

The Managing Director, Vet Success Limited, 99 Holdenhurst Road, Bournemouth, BH88DY

Telephone:- 01202 022336 Email:- help@easydirectdebits.co.uk

Should you have any cause for complaint on any aspect of the administration of your direct debit delivery of goods and services of the plan you should contact in the first instance the Clinic Director at your local practice.