2 INFORMATION ABOUT US
2.1 We are CVS (UK) Limited, a company registered in England and Wales under company number: 03777473. Our registered office is at CVS House, Owen Road, Diss, Norfolk, England, IP22 4ER. Our VAT number is: GB737145235.
2.2 You can contact us by telephoning our customer service team at 01379-671800 or by writing to us at email@example.com
2.3 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. ”Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3 HPC BENEFITS
3.1 On becoming a member of HPC in accordance with section 4 below, you will be entitled to receive the benefits listed at Annex 1 (“HPC Benefits”) for the pet(s) named on your application form.
3.2 It is your responsibility to let the relevant CVS veterinary practice know that you are a member of the Healthy Pet Club prior to you arranging any treatment or purchasing any goods covered by HPC benefits, as these will not be applied automatically to your account. No refund is due for monthly payments where benefits have not been taken/received.
3.3 Please note that this contract does not cover the provision of veterinary services to you by our practices, and instead affords you access to HPC Benefits only. You will have a separate contract with your local practice for the provision of veterinary services, and any issues relating to the care your animal receives will need to be resolved in accordance with the terms of that separate contract.
4 OUR CONTRACT WITH YOU
Registering an interest to join
4.1 You can register an interest to become a member of HPC by either registering on our website (www.thehealthypetclub.co.uk) or by filling in or returning a copy of our HPC application form (which is available from our veterinary practices). No contract will be formed between us until you have applied for HPC as described below AND we have accepted your application as described in clause 4.5.
Applying to join the HPC
4.2 Although you may already have registered an interest to join HPC, in order to join and sign your contract with us, you will need to visit one of our veterinary practices in person. We cannot enter into contracts online or by telephone. We ask that you make an appointment to do this. When attending one of our veterinary practices you will need to bring along the pet(s) you would like to be covered by HPC, your bank details and a copy of some ID (we accept photocard driving licences and passports ). The purpose of this visit is so that we may provide you with additional information about HPC including a copy of these terms, and we will also need to assess your animal’s eligibility for HPC which we will do as part of the initial appointment.
4.3 Subject to you bringing along everything required (as detailed above) and your pet being eligible to join, you can apply to join the HPC. You will be asked to read, complete and sign a copy of the HPC Contract (which incorporates these terms and conditions) at this time. You will also be given the chance to ask us about anything relating to HPC before you make your application.
4.4 When applying to join HPC, you will be required to make a one-off annual payment or in the case of direct debit payers, the first monthly payment will be required to be made in practice by Cash or Card and the monthly direct debit payments set up in accordance with clause 5.1. We cannot process your application without this information.
Acceptance into the HPC
4.5 A contract will come into existence between you and us when we have received payment from you and we have emailed you to confirm that your application has been successfully processed and that payment has been received
4.6 Sometimes we reject applications, for example, because we can’t verify your bank details or identity or the relevant pet does not meet the eligibility requirements. When this happens, we will let you know as soon as possible and refund any sums you may have already paid.
5.1 When we have accepted you onto the HPC as described above, you acknowledge and agree that you will be required to make your agreed payment(s) in accordance with this contract, depending on your preferred payment option:
- 5.1.1 Annual payments. A one-off annual advance payment to the value shown on your application form will be taken at the time you submit your application form to join HPC. This payment is payable by cash, debit or credit card.
- 5.1.2 Monthly payments. If you do not decide to make an advanced annual payment, you will be required to pay for HPC equally over 12 months by direct debit. The monthly payments will be shown on your application form, the first payment will be taken at the time you submit your application form in our practice. Details of how you can change the payment dates are set out on the application form.
5.2 If the rate of VAT changes after you become a member of the HPC, we will adjust the rate of VAT that you pay in relation to all future payments you are required to make.
5.3 If you fail to make any monthly payment on the due date for payment (for example, if your Direct Debit is not paid by your bank) we shall be entitled, acting reasonably, to suspend your ability to access any HPC Benefits until you have paid the overdue sum in full or, if applicable, updated your direct debit mandate. Should you fail to do so within 30 days of us requesting you to make a payment due, we shall also be entitled to terminate your membership in accordance with clause 7 below.
5.4 All payments made to CVS are inclusive of VAT and for the avoidance of doubt no interest is charged on payments made under this contract.
6 TERM & ROLLOVER OF YOUR SUBSCRIPTION
6.1 Unless terminated earlier in accordance with clause 7, or renewed as described below, your membership of HPC will continue for 12 months (“Membership Year”).
6.2 For monthly payments: Subject to clause 6.4 below, we will write to you no later than six (6) weeks before the end of the Membership Year advising you that your contract is due for renewal. We will send this notification to the email address assigned to your membership or, if no email address has been provided, to your postal address. If you:
- 6.2.1 do not expressly instruct us to end this contract (e.g. you do not respond to our notice); or
- 6.2.2 if you expressly ask us to renew the Membership Year, (in accordance with any instructions included within the notice), your access to HPC Benefits will continue for a further period of 12 months and/or until such time as it is terminated by you or us in accordance with clause 7 below.
- 6.2.3 Please note that, for the avoidance of doubt, we are not under any obligation to renew our contract for further Membership Years, and where we do not propose continuing with HPC Benefits after the expiry of the relevant Membership Year, we will write to you informing you that this is the case, and your contract will end on the expiry of the relevant Membership Year.
6.3 For one-off annual payments: Subject to clause 6.4 below, we will write to you no later than six (6) weeks before the expiry of the Membership Year advising you that your contract is due for renewal. We will send this notification to the email address assigned to your membership or, if no email address has been provided, to your postal address.
- 6.3.1 If you do not expressly ask us to renew our contract for a further Membership Year (in accordance with any instructions included within the notice), your membership to HPC will terminate on the expiration of the relevant Membership Year. If you expressly ask us to renew the Membership Year, your access to HPC Benefits will continue for a further period of 12 months.
- 6.3.2 Please note that, for the avoidance of doubt, we are not under any obligation to renew our contract for further Membership Years, and where we do not propose continuing with HPC Benefits after the expiry of the relevant Membership Year, we will write to you informing you that this is the case, and your contract will end on the expiry of the relevant Membership Year.
6.4 Please see clause 7 for details about what happens if this contract is ended early.
7 EXPIRY/TERMINATION OF OUR CONTRACT
Expiry of our contract
7.1 Our contract will expire at the end of the relevant Membership Year as described in clause 6 above.
Our right to terminate
7.2 We may terminate our contract (and therefore your HPC membership) at any time, including during the relevant Membership Year, by giving you notice of termination (to take immediate effect) if you commit any serious breach of these terms and conditions, which shall include failure to meet your payment obligations as set out at clause 5 and where you have failed to remedy any such payment issue as described in clause 5.
7.3 We reserve the right to terminate our contract (and therefore your HPC membership) immediately should your account at any CVS veterinary practice go into arrears for longer than 30 days after receiving notice by that practice requesting such arrears to be fully settled. We will always contact you if you have an account in arrears and discuss payment options available to you.
Your right to terminate
7.4 You may terminate our contract (and therefore your membership of the Healthy Pet Club) during each Membership Year by giving us notice of termination to take immediate effect if:
- 7.4.1 the Pet(s) named on your application form die(s), or
- 7.4.2 if we otherwise fail to comply with these terms and conditions.
7.5 You may also terminate our contract (and therefore your membership) by giving at least one month’s written notice at any time during the life of your membership or at the end of your membership.
Consequences of termination
7.6 Upon expiry or termination of our contract (and therefore your HPC membership) in accordance with the terms:
- 7.6.1 if you pay monthly by direct debit, you will no longer be liable to make any further payments to us and will no longer be eligible to receive any of the HPC Benefits; or
- 7.6.2 if you pay annually in advance you may be eligible for a refund. Your practice will calculate this based on the products and services taken in the year to date. Your practice will refund you directly if any refund is due.
7.7 If you terminate our contract at any time other than at the end of a relevant Membership Year or do not provide sufficient notice in line with clause 7.5, unless the reason for termination is due to something we have done, or we otherwise agree a change with you, you will be required to pay us the outstanding amount for treatment or services received in the period between the start of the first membership year or the subsequent Membership Year Start Date (Renewal Date) (as applicable) and the termination date versus the payments received into your membership. This is known as shortfall (payments made versus benefits taken).
8 LIMITATIONS ON OUR LIABILITY TO YOU
8.1 If we breach these terms or fail to provide the HPC with reasonable skill and care, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).
8.2 We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.
8.3 Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.
9 YOUR RIGHT TO COMPLAIN
9.1 If you have any questions or cause for complaint about this contract and your HPC Benefits, or your direct debit payments, please contact The Healthy Pet Club support team by telephone on: 01379 671800, or by email: firstname.lastname@example.org or write to: The Healthy Pet Club, CVS House, Owen Road, Diss, Norfolk,IP22 4ER quoting your Health Plan reference number.
9.2 If you are unhappy with any aspect of your pet’s veterinary care, please contact your practice directly. This contract does not cover the provision of veterinary care, and you will have a separate contract with your local practice in addition to this contract. If a dispute cannot be resolved using your practice’s internal complaint handling procedure, your practice will let you know that it cannot settle the dispute with you and provide you with information about alternative dispute resolution methods.
10 DATA PROTECTION
10.1 CVS, as administrators of the Healthy Pet Club, take your privacy very seriously and take great care to comply with its obligations under the General Data Protection Regulation and to protect your personal information including any financial details that you provide. We will use your personal information to administer the Healthy Pet Club. It may need to disclose or share your personal information with regulatory authorities for the purpose of fraud preventions and/or to comply with any legal or regulatory requirement. To read the latest version of our Privacy Notice and understand more about how we safeguard your data please visit www.thehealthypetclub.co.uk/privacy-notice/
10.2 If you have any questions about the way we use your personal information, you should contact our Data Protection Officer via email: email@example.com
10.3 From time to time we may wish to use the details you have provided to advise you of associated products and pet health advice important to your animal’s welfare and of potential interest as a pet owner. If you wish to be informed of these please tick the direct marketing box on the application form, talk to staff in your practice or contact us at firstname.lastname@example.org.
11 OTHER IMPORTANT TERMS
11.1 Junior puppy and kitten membership is available to join up to and including the age of 6 months. Once a dog or cat reaches 7 months of age or older they are eligible for the adult membership. Rabbits can join the rabbit membership at any age. All other species are excluded from the scheme.
11.2 All notices given to CVS under the provisions of our contract must be in writing and sent to The Healthy Pet Club, CVS House, Owen Road, Diss, Norfolk IP22 4ER.
11.3 This contract is between you and us. No other person shall have any right to enforce any of its terms.
11.4 We may transfer our rights and obligations under our contract to another organisation, but this will not affect your rights or our obligations under these terms. We will always notify you in writing if this happens.
11.5 You cannot transfer your rights or your obligations under these terms to any other person.
11.6 Where you have provided us with an email address, you agree to accept service of correspondence by email to that address. If you require correspondence to be sent by post then please notify us of your preference by writing to it at the address above.
11.7 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
11.8 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking our contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
11.9 These terms are governed by English law. This means our contract and any dispute or claim arising out of or in connection with it will be governed by English law. We mutually agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
The following represents our current HPC Benefit offering.