Keep your pet happy and well and spread the cost of annual preventative treatment with our monthly direct debit plan. Available to new and existing clients, you could save up to 35% on treatment per year*
TERMS AND CONDITIONS
PAWS Veterinary Health Centre and Whitestone Veterinary Clinic are proud to provide top quality healthcare for your pet. As part of our commitment to preventative medicine, we provide a Lifetime Care Club (LCC) plan to help spread the cost of keeping your pet healthy.
PAWS and Whitestone are part of Midshire Veterinary Group Limited and therefore this plan is identical at both centres. Membership of the LCC is an agreement between you and Midshire Veterinary Group Ltd.
WHAT IS INCLUDED IN THE LIFETIME CARE CLUB?
Prevention is better than cure! The LCC covers the main preventative health issues of your pet to ensure a long and happy life. The Lifetime Care Club does not cover treatment for unexpected illnesses or accidents – you will need an Insurance Policy to be covered for these eventualities.
Please refer to the leaflet attached to your application form for details of what is included in the Lifetime Care Club. This leaflet also forms part of these terms and conditions. It is your responsibility to ensure that you receive all the treatments included. The Lifetime Care Club is not transferable to another pet. The fee for your pet will be determined by their species and weight. (NB:for dogs over 60kg, additional parasite products will need to be purchased separately to cover weight)
Both cats and dogs are eligible for the LCC, once they are at least 4 months of age, with each plan tailored to the specific species. The plan works on a 12 month basis, and includes:
For dogs, this covers against Distemper, Adenovirus, Parvovirus and Leptospirosis (using “Nobivac L2”).
For cats, this covers against Calicivirus, Herpes Virus, Panleucopenia Virus and FeLV.
An annual health check with a Veterinary Surgeon.
One additional annual health check with a Veterinary Nurse, including a free vital organ blood test.
One free nail clip per 12 months, and for dogs, one free anal gland check. (This may take place at PAWS if no Veterinary Nurse is available at the Whitestone Clinic.)
Free insurance form processing.
Comprehensive parasite control.
For dogs, monthly NexGard Spectra (tablet) or Advocate/Prinocate (spot-on) along with quarterly Droncit (tablet).
For cats, quarterly Bravecto (spot-on) along with quarterly Milbemycin (tablet) or Profendor (spot-on) or monthly NexGard Combo (spot-on)
25% off Identichip implantation, and 25% off Kennel Cough vaccinations for dogs.
10% off the cost of dental scaling.
5% off the cost of neutering.
The LCC is intended as a preventative health scheme, and therefore does not cover clinical issues, consultation charges, medications, operations, diagnostic procedures, assessments once hospitalised, hydrotherapy or physiotherapy. Nobivac L4 vaccination, Rabies vaccination and passport fees are not included in the policy. This does not replace an insurance policy and any treatments outside of the LCC will be charged in accordance with the practices’ normal fees, terms and conditions.
The medication provided over the course of 12 months will be “Prescription-only medications”, therefore it is important that pets attend their health checks to ensure that the medication is appropriate for them to continue to use. With parasite control, we will dispense up to 3 month’s worth of medication at one time. Medication collection must take place once a quarter, with timings based on the onset of the policy. It is the client’s responsibility to collect medication, and collection cannot be “back-dated”. We do not send reminders for medication. Return of medication will not be accepted. The medications offered are intended to offer complete parasite control, and alternatives will not be available within the scheme. This is an important consideration when determining whether the LCC is appropriate for you and your pet. Please note, Bravecto reward cards cannot be used in conjunction with the LCC.
In the case of pets’ weight changing while enrolled on the plan, it may be appropriate to alter either the medication dose, or even the price bracket of the plan. In these circumstances, the pet in question will need to be weighed at either of our branches, and the enrolment changed henceforth. The subsequent direct debit payment will require alteration. Once again, medication will not be refunded or exchanged. This applies to both increases and decreases in weight. (NB:for dogs over 60kg, additional parasite products will need to be purchased separately to cover weight)
We require animals to be weighed at all appointments throughout the year (eg each of the Vaccination, VN Health Check, Anal Gland Check & Nail Clips) to ensure that records and pricing are kept up to date. However, we would advise all owners to consider weighing their pets at either PAWS or Whitestone on at least a quarterly basis.
Since vaccinations need to be given every 12 months, there will be a limitation on the when they can be administered through the LCC. Animals may be presented for vaccination up to 2 weeks earlier than their due date, and up to 1 month afterwards. Animals presented outside these windows will be ineligible for their vaccinations through the LCC. Please note that animals with lapsed vaccines that are required to restart their vaccination course will be charged an annual vaccine as part of the LCC but will be required to pay the difference of a primary course.
SETTING UP A DIRECT DEBIT
We use Easy Direct Debits Limited to collect Direct Debits on our behalf. On enrolment, a direct debit will be created to allow regular subscription fees to be paid on a monthly basis (see the direct debit guarantee below). These payments will be taken on a monthly basis on the 5th of each calendar month. The creation of a direct debit requires processing by the banks of both yourself and Midshire Veterinary Group Ltd. Therefore if insufficient processing time is available prior to the direct debit date, then it will not be possible to take the first month’s payment until the Direct debit has been completed. In these instances, the first payment maybe taken on a later date during the first month. For clients wishing to sign up and benefit from the lifetime care club at the same time as an appointment may be asked to pay for the initial treatment until the first Direct Debit payment clears. After such time the initial payment will be refunded. It is the policy holder’s responsibility to request this refund.
For the avoidance of doubt, your agreement is with Midshire Veterinary Group Limited. Easy Direct Debits Limited merely provide support to the practice, which includes transferring your payments.
RENEWING YOUR LIFETIME CARE CLUB PLAN
At the end of the annual contract, we will write to you about renewing for another year. If you pay by Direct Debit, we will send you a renewal notice showing the amount we will automatically collect for the next year, unless you inform us otherwise. Membership for each pet will renew automatically on the anniversary of the date that your pet joined the LCC.
CANCELLING YOUR LIFETIME CARE CLUB PLAN DURING THE ANNUAL CONTRACT
Please note; cancellation of the LCC Plan during the annual contract will incur a fee of £12 for each pet.
You may cancel the Lifetime Care Club Plan by contacting us in writing at least 14 days prior to your next payment date. If you pay by Direct Debit, you must tell your Bank to cancel the Direct Debit Instruction/s. If your Lifetime Care Club Direct Debit is returned unpaid by your Bank or a Direct Debit Instruction is cancelled and a new Direct Debit Instruction is not set up immediately, the Lifetime Care Club will be deemed to be cancelled. Two attempts will be made by Midshire Veterinary Group to take any payment which fails to ensure that no procedural errors have occurred. Where possible we will contact you to discuss the failure of payment.
If the Lifetime Care Club is cancelled during the annual contract, we will charge you for any goods received under the LCC, plus the cancellation fee. Any payments you have already made towards the LCC will be offset against the charges. In the case of a pet passing away while enrolled in the LCC, this will be treated as an immediate cancellation of the policy. However in this circumstance, the cancellation fee will be waived.
Should the cancellation result in a balance owing to Midshire Veterinary Group, an invoice will be sent to you and payment will become due immediately. No credit will be given if the cost of goods received is less than the amount paid by Direct Debit at the time of cancellation. We may end our agreement by giving you written notice as outlined below.
Owners who wish to move their pets to the care of another practice will be deemed to have cancelled their policy. We will initiate cancellation of policies on receipt of client history requests from other practices unless instructed otherwise by the client.
Suspension of policies in the case of missing pets will be at the discretion of Midshire Veterinary Group’s management.
With regards to your LCC policy, 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 firstname.lastname@example.org, or send letters to:
Lifetime Care Club Administration,
PAWS Veterinary Health Centre,
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 LCC. 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 in these terms and conditions, and with immediate effect.
Failed direct debit payments (eg because of a lack of available funds), causa a significant increase in administration costs for the practice. We reserve the right to charge an administration fee of £24 for each failed payment. This administration charge will be added to your account. After a failed Direct Debit payment, we will re-present our payment request to your bank after 3-5 working days.
If the second payment request also fails, a second administration charge will be added to your account before a third and final payment request to your bank after a further 3-5 working days. If this payment request is unsuccessful, your LCC membership will be cancelled automatically and your pet will no longer receive the associated benefits and discounts.
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.
Should you ever have cause to complain about the service you receive, please contact the surgery in the first instance and speak to our Lifetime care Club team.
THE DIRECT DEBIT GUARANTEE
This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
If there are any changes to the amount, date or frequency of your Direct Debit, Midshire Veterinary Group will notify you five working days in advance of your account being debited or as otherwise agreed. If you request Midshire Veterinary Group to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
If an error is made in the payment of your Direct Debit by Midshire Veterinary Group or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
If you receive a refund you are not entitled to, you must pay it back when Midshire Veterinary Group asks you to. You can cancel a Direct Debit at any time, by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
GENERAL DATA PROTECTION REGULATION (GDPR)
You have the right to see your personal data. Please write to us at the above address, or contact Easy Direct Debits LTD at 99 Holdenhurst Road, Bournemouth, BH8 8DY.
Both Midshire Veterinary Group Ltd and Easy Direct Debits Ltd may record and monitor inbound and outbound telephone calls for training and monitoring purposes. These calls may also be referred to in relation to any future queries.
Easy Direct Debits Limited is a company registered in England & Wales with company number 09633942, whose registered office is at Ebenezer House, 5a Poole Road, Bournemouth, BH2 5QJ.
Midshire Veterinary Group Limited is a company registered in England & Wales with company number 08206073, whose registered office is at PAWS Veterinary Health Centre, Edward Street, Nuneaton, Warwickshire, CV11 5RP.
*savings based on a 4kg male cat and a 20kg male dog