FAQs

Your Healthy Pet Club questions answered

Signing up and using your pet health plan

I have a question about what’s included in my Healthy Pet Club membership

If you have a question about any of the products or benefits included in your plan, please contact your veterinary practice where you have your Healthy Pet Club membership and the team will be able to help.

Which pets can join The Healthy Pet Club?

Cats, dogs and rabbits can join.

Can I get a plan for my puppy or kitten?

Yes, we have a puppy and kitten pet health care plan. Find your local veterinary practice and register online to get started.

Does the plan cover me for multiple pets?

You can get memberships for all your pets and we even offer a multi pet discount (£1 discount per additional pet, per month). Treatments and benefits will only apply to the pet named on each plan.

Will I get a reminder to use my benefits?

Almost all of our participating veterinary practices offer a free text and email reminder service. Please enquire with your practice for more information.

Can I use all the benefits as soon as I join?

Your pet will need to be checked by a vet, who will then advise which benefits/treatments to use at the time of consultation. The flea and worming treatments will be dispensed throughout the year (a maximum of 3 months’ worth of treatment will be given at any one time).

Your pet may start the vaccination course, be microchipped and receive their first flea and worming treatment during their initial visit. There’s also a range of other benefits, such as discounts on food, a number of veterinary services and medications that you can use all year round as many times as you wish.  We also offer a ‘Fixed Price Dental’ benefit, which can save you money. Your practice will be able to discuss this with you.

Is The Healthy Pet Club pet insurance?

The Healthy Pet Club covers preventative health care treatment. It is not pet insurance and will not cover treatment for accidents and/or illnesses. To cover accident or illness treatment for your pet, we recommend that you take out insurance. Please speak to your veterinary practice for further advice or visit mipetcover.co.uk for a free pet insurance quote in minutes.

Prices and payment

How do I update my Direct Debit details?

If you require to update your Direct Debit details, please contact The Healthy Pet Club support team on 01379 671800 or by email at hpc@cvsvets.com and a member of the team will be able to arrange this for you.

If you’d like to amend your Direct Debit date, The Healthy Pet Club support team can also update which day of the month you would like your DD payment to leave your account.  The available dates are the 1st, 8th, 15th, 22nd and 28th of the month.

How is the cost of the plan calculated?

The cost of each plan is calculated based on what your pet needs each year to keep them in tip-top condition, including their vaccinations, flea & worm treatment, and bi-annual health checks. As we provide preventative health care for hundreds of thousands of pets across the UK, we’re able to obtain discounts on products and pass these savings on to you.

How do I pay for a plan?

Your chosen participating veterinary practice will take an initial card payment on the day you join and your first Direct Debit will be taken on the same date the following month. If you’d rather pay annually, you can do this at your practice or by contacting The Healthy Pet Club Support Team on 01379 671800.

What happens if I miss a payment or have a problem with my Direct Debit?

If you have missed a Direct Debit, the payment will be re-attempted after 14 days of the failed attempt. After two failed attempted payment collections, your plan will be cancelled.

If your membership has been cancelled due to failed payments, please contact the Support Team on 01379 671800.

Why do I have to pay my first month’s payment upfront?

This is so you can enjoy the benefits and savings your plan has to offer you and your pet as soon as you join.

Will I get a discount for registering more than one pet with The Healthy Pet Club?

Yes we offer a Multi Pet Discount of £1 per additional pet signed up to the scheme.  This is automatically in place from signing up additional pets.

Who is the Direct Debit administrator?

Your Direct Debit is administered by CVS UK Ltd.

Changing your plan

How do I amend or update my personal details?

If you would like to update or amend the following details:

  • address
  • telephone number
  • email address
  • surname

Please contact the veterinary practice where your membership is held or The Healthy Pet Club support team via email at hpc@cvsvets.co.uk.

If I don’t use all the benefits in one year, can I carry them forward into the next?

No, you won’t be able to carry any unused benefits over into the next year. It’s your responsibility to make use of all the benefits included in your 12 month membership.  No refund is given for unused benefits.

Is my plan transferable between pets?

The plan is non-transferable.

I'm moving. Can I continue my plan at a different practice?

Yes, you can transfer your Healthy Pet Club membership to another participating CVS practice. You’ll need to contact your new veterinary practice and they’ll sort this out for you.

If my pet becomes ill or is injured, will this be covered by The Healthy Pet Club?

The Healthy Pet Club provides preventative healthcare treatment only. It is not insurance and will not cover treatment for accidents and/or Illnesses. We recommend that you take out insurance to cover accident or illness treatment for your pet. Please speak to your veterinary practice for further advice. You can also compare pet insurance cover and get a free quote at mipetcover.co.uk.

Cancellations, Complaints and Reinstatements

How do I cancel the plan and will there be a cancellation fee?

You can cancel at any time, but if you decide to cancel part-way through a plan year, we’ll calculate what you’ve already paid and the cost of the treatments you’ve received so far. If you have used more benefits than the cost of your membership so far, you’ll need to pay the difference or settle the cost of the remainder of your plan year.

If you’d like to go ahead with cancellation, please contact the veterinary practice where your plan is held or contact The Healthy Pet Club Support Team by email on hpc@cvsvets.com

I have a complaint/query. Who should I contact?

If you have queries about your Healthy Pet Club plan, or if you’d like to make a complaint, contact the vet practice your plan is with. If your complaint relates to the Direct Debit on your plan, please contact hpc@cvsvets.com

What if I have missed a payment or I have a problem with my Direct Debit?

If you have missed a Direct Debit, the payment will be re-attempted after 14 days of the failed attempt. After two failed re-attempted payments, your plan will be cancelled.

If your membership has been cancelled due to failed payments, please contact your veterinary practice directly.

How can I reinstate my membership?

If you would like to reinstate an existing membership that has been cancelled, please contact the support team on 01379 671800.

Please note, if you have missed any Direct Debit payments, you will need to make payment for these upon reinstating your plan.

Get in touch

If you have any questions or queries that haven’t been answered for you here, you can email:

hpc@cvsvets.com

Simply provide us with your name and contact details, and our team will get back to you within three working days.

The best health care for your pet.

Join to spread the cost.