Healthy Pet Club Terms & Conditions
1. THESE TERMS
1.1 This document sets out the terms and conditions of membership of the Healthy Pet Club Core ("HPCC") and Healthy Pet Club Advanced ("HPCA"), both being tiers of The Healthy Pet Club. By completing and submitting your HPCC or HPCA application form to us, you confirm that you are the legal owner of the pet(s) listed on your application form and that you wish to enter a contract for membership of HPCC or HPCA with CVS (UK) Limited ("CVS") subject to these terms and conditions.
1.2 Please read the terms and conditions carefully before you apply to become a member of HPCC or HPCA, as they set out important information about the rights and obligations as well as other key information required by law. If you have questions concerning them, please raise these with CVS before submitting your completed application form.
1.3 Any reference to 'we', 'us' or 'our' in these terms is to CVS, and any reference to 'you' or 'your' is to the person agreeing to these terms and conditions and becoming a member of The Healthy Pet Club.
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 hpc@cvsvets.com.
2.3 If we need to contact you, we will do so by telephone or by writing to you at the email or postal address you provided to us in your sign-up form.
2.4 When we use the words “writing” or “written” in these terms, this includes emails.
3. HPC BENEFITS
3.1 On becoming a member of HPCC or HPCA in accordance with clause 4 below, you will be entitled to receive the benefits listed at Annex 1 (“HPCC Benefits”) and/or Annex 2 (“HPCA Benefits”) as appropriate 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 IF BENEFITS ARE NOT 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 HPCC Benefits and/or HPCA 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
4.1 The Healthy Pet Club is only available for pets that are registered at a participating practice. A list of our participating practices is available on our website: https://www.cvsvets.com/practice-finder. By signing up, you confirm that you are at least 18 years old and that the pet you are registering is legally owned by you. You acknowledge that we reserve the right to cancel your membership immediately and without refund if it is found that either of these conditions are not met.
4.2 You can apply to join The Healthy Pet Club in a participating practice, by telephone, or online at our website and shall be subject to clause 4.4.
4.3 When applying to join HPCC or HPCA, you will be required to make a one-off annual payment or in the case of direct debit payers, the first monthly payment and the monthly direct debit payments set up in accordance with clause 5.1.
Acceptance into The Healthy Pet Club
4.4 A contract will only come into existence between you and us when we have received payment from you and have sent confirmation in writing that your application has been successfully processed with payment received.
4.5 We may reject applications, for example, because we can't verify your bank details, 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.
4.6 Cooling‑Off Period (14 Days)
If you join The Healthy Pet Club online or by telephone, you have the right to cancel your subscription within 14 days of the date we confirm acceptance of your application (“Cooling‑Off Period”). If you cancel during this period, we will refund any membership fees you have paid, except where you have already used any benefits during this time.
If any Healthy Pet Club benefits have been used within the Cooling‑Off Period — including vaccinations, parasite treatments, consultations, discounts or any other applicable benefits — we reserve the right to deduct the value of those benefits from the refund due, or, where the value of benefits received exceeds the fees paid, to require payment of the difference.
To cancel within the Cooling‑Off Period, you must contact us by phone or in writing using the contact details in clause 2.
5. PAYMENT
5.1 When we have accepted you onto HPCC or HPCA, 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 HPCC or HPCA. This payment is payable by cash, debit or credit card.
5.1.2 Monthly payments. If you do not decide to make an advanced payment, you will be required to pay for HPCC or HPCA equally over 12 months by direct debit. The first payment will be taken at the time you submit your application form.
5.2 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. If the rate of VAT changes after you become a member of the HPCC or HPCA, 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 HPCC or HPCA 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.
6. TERM & ROLLOVER OF YOUR SUBSCRIPTION
6.1 Unless terminated earlier in accordance with clause 7, or renewed as described below, your membership of HPCC or HPCA will continue for 12 months (“Membership Year”).
6.2 For monthly payments, 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. 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 HPCC or HPCA 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.
6.3 For one-off annual payments, 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. 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 HPCC or HPCA will terminate on the expiration of the relevant Membership Year. If you expressly ask us to renew the Membership Year, your access to HPCC or HPCA Benefits will continue for a further period of 12 months.
6.4 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 HPCC or HPCA 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.
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 HPCC or HPCA 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 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 HPCC or HPCA membership) immediately should your account at any CVS veterinary practice go into arrears for longer than 30 days after receiving notice 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 Should we have failed to adhere to these terms and conditions; you may terminate our contract (and therefore your membership of HPCC or HPCA) during the Membership Year by giving us notice of termination to take immediate effect.
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 (subject to any remaining membership fees per clause 7.7) or at the end of your membership.
Consequences of termination of our contract (your HPCC or HPCA membership)
7.6 Subject to clause 7.7, upon expiry or termination of our contract, you will no longer be liable to make any further payments to us and will no longer be eligible to receive any of the HPCC or HPCA Benefits.
7.7 If you terminate our contract at any time other than at the end of a relevant Membership Year, unless the reason for termination is due to our fault, you will be required to pay us the remainder of the subscription fees for that Membership Year.
7.7.1 For the avoidance of doubt, this includes where you have upgraded from HPCC to HPCA and then terminate your HPCA membership before the end of your contract year. In such circumstances, you shall be liable for the remainder of the HPCA membership year fees.
7.8 It is your responsibility to cancel any direct debit relating to your HPCC or HPCA membership directly with your bank and you must notify us using the contact details in clause 2 to confirm your cancellation.
8. LIMITATIONS ON OUR LIABILITY TO YOU
8.1 If we breach these terms or fail to provide The Healthy Pet Club 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, because 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 HPCC or HPCA Benefits, or your direct debit payments, please contact us per the contact details in clause 2, quoting your membership reference number.
9.2 If you are unhappy with any aspect of your pet’s veterinary care, please contact your practice directly.
10. DATA PROTECTION
10.1 CVS, as the data controller 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 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 https://www.cvsvets.com/privacy-notice.
10.2 If you have any questions about the way we use your personal information, you should contact our Data Protection Team via email: dataprotection@cvsvets.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 hpc@cvsvets.com.
11. OTHER IMPORTANT TERMS
11.1 Cats, dogs and rabbits can join 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 hpc@cvsvets.com.
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. 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.
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.
11.10 This membership is only valid for the pet(s) named on the application form. You cannot transfer this membership and its benefits to another pet.
12. WE CAN CHANGE THE HPCC and HPCA BENEFITS AND THESE TERMS
12.1. We can always change any HPCC or HPCA Benefits:
12.1.1 to reflect changes in relevant laws and regulatory requirements or to address an identified health and safety risk; or
12.1.2 to make technical adjustments and improvements to the HPCC or HPCA, for example to add new benefits. These are changes that don't adversely affect your use of the HPCC or HPCA and we will share with you any new or updated versions of our terms and conditions where such changes are made. If you require a copy of our previous terms and conditions, please contact us at hpc@cvsvets.com.
12.2 We may agree to make changes to the contract where we need to reflect changes in your membership, for example, in respect of the number or type of pet(s) covered on a multi-pet membership arrangement, if you wish to add to or swap out any elements of your HPCC or HPCA Benefits as we make available from time to time, or if a pet named on your registration form dies. In these cases, we will discuss the changes with you, including letting you know how the price may change.
12.3 We may withdraw the HPCA Benefits (Unlimited consultations) if the practice can no longer support this benefit. Members shall be notified in writing of any change, including letting you know how the membership price may change.
Annex 1
The following represents our current Healthy Pet Club Core offer:
Cat/Dog (junior/adult/senior) entitlements:
- Primary Course of Vaccinations or annual booster vaccination (including kennel cough for dogs) and a clinical examination with your veterinary surgeon.
- Vet-prescribed parasite protection, tailored to your pet's lifestyle.
- Health check conducted by a veterinary nurse (6 months after annual vaccination).
- 10% discount on services and products at any CVS veterinary practice where your pet is registered, except CVS specialist‑led referral centres and third-party services and products. *
- 10% discount on CVS Vets emergency out of hours veterinary care.
- Microchipping
- Unlimited nail clipping.
- 20% off Well Pet Health Screening.
- 20% discount on selected behaviour support products.
- 20% discount on selected medications for long-term conditions.
- 20% discount on neutering, including pre-operative blood test.
- Fixed price dental (oral examination dental scaling, polishing and charting).
- Food offer: Buy 5 bags of food to receive the 6th bag free of charge.
- Multi pet discount (£1 discount per month) for each additional pet.
Rabbit (junior/adult) entitlements:
- Complete myxomatosis & VHD vaccination and a clinical examination with your veterinary surgeon.
- One bag of hay or one bag of food every month.
- Unlimited nail clipping.
- Microchipping
- Health check conducted by a veterinary nurse (6 months after annual vaccination).
- 1 Rearguard treatment (to prevent flystrike in the warmer months).
- 20% discount on neutering.
- 20% discount on dentals.
- 10% discount on services and products at any CVS veterinary practice where your pet is registered, except CVS specialist‑led referral centres and third-party services and products. *
- 10% discount on CVS Vets 24/7 emergency out of hours veterinary care.
- Multi pet discount (£1 discount per month) for each additional pet.
*10% discount does not apply to third party products sold by your practice or products and services provided at any of the CVS specialist‑led referral centres, such as those listed below:
- Bristol Vet Specialists
- ChesterGates Veterinary Specialists
- Dovecote Veterinary Referrals
- East of England Veterinary Specialists
- Grove Referrals
- Lumbry Park Veterinary Specialists
- Manchester Veterinary Specialists
- Northern Ireland Veterinary Specialists
- Weighbridge Referral Centre
See https://cvs-referrals.com/ for a full list of excluded practices.
** extractions, endodontics, dental radiography, pre-anaesthetic bloods, additional medications and other advanced dental procedures are not included in the fixed price but are subject to 10% Healthy Pet Club discount.
Annex 2
Additional Terms for HPCA (exclusive to select veterinary clinics)
1. Application of Terms: These additional terms apply to clients subscribing to HPCA only. Unless otherwise stated, the general Terms and conditions applicable to HPCC also apply to the HPCA. Where the terms of this Annex conflict with those of the general terms and conditions above, this Annex shall take priority.
2. Additional Benefits: Clients subscribing to HPCA are entitled to the following additional benefits:
Unlimited Consultations: Clients enrolled in HPCA are entitled to an unlimited number of consultations with a veterinary surgeon or veterinary nurse, without incurring a consultation fee for each visit. This includes appointments for both healthy and unwell pets, as well as postoperative check-ups. All consultations are subject to our Fair Use Policy below.
The following consultations are included in the ‘unlimited consultations’ benefit:
- Consultation - Initial
- Consultation - Repeat
- Consultation - Sign Off
- Consultation - Immunotherapy/Injection only
- Consultation - Nails/Burr Teeth/Anal Glands only
- Consultation - Small Pet Initial
- Consultation - Small Pet Repeat
- Consultation Extra - Express Anal Glands*
- Nurse Consultation
- Nurse Consultation - Clip Nails
- Nurse Consultation - Express Anal Glands*
- Nurse Consultation - Free of Charge
- Nurse Consultation - Remove Tick
- Nurse Consultation – Repeat
*As clinically recommended by your veterinary surgeon.
The following are not included in the ‘unlimited consultations’ benefit:
- Investigations performed in consult room (consults extras)
- Procedures, diagnostics, and treatments recommended as follow up to a consultation (e.g., blood tests, x-rays or surgery)
- Specialist, referral, peripatetic, second opinion and out-of-hours consultations
3. Consultation Usage Policy
Consultations are subject to clinical team availability and will be scheduled or rescheduled as determined by clinical need. The Veterinary Practice reserves the right to rebook appointments if the assigned clinical team member is unavailable, including in cases of emergency. We will aim to notify you as soon as possible and offer an alternative appointment where appropriate.
4. Fair Use Policy
Providing the best possible care and outcomes for your pet is the Practice’s priority, and in this respect, the Practice reserves the right to review and, where clinically appropriate, limit the number or frequency of consultations if considered to be detrimental to your pet’s welfare (our “Fair Use Policy”). This is to avoid unnecessary stress and to focus on what is genuinely in your pet’s best interest.
Our Fair Use Policy applies to all consultations as defined in the membership and we require all members to adhere to it.
In cases of suspected misuse, the Practice may suspend or terminate the membership with immediate effect.
5. Changing your membership
The following additional terms apply to customers wishing to upgrade from HPCC to HPCA or downgrade from HPCA to HPCC.
1. Upgrading from HPCC to HPCA
- Direct debit changes - The direct debit date will change to your new HPCA membership start date and membership fee.
- Your old HPCC membership shall be cancelled.
- If you upgrade or alter your plan, we will adjust your payments accordingly. Where this results in overpayment, the amount will be applied as credit and deducted from your next direct debit payment, rather than refunded. If your membership ends before the credit has been applied, we will review your account and process any remaining balance in line with our cancellation terms.
- Your HPA renewal notice shall be sent to you in advance of your new renewal date (i.e. the anniversary of the start date of your upgraded HPCA membership).
How to upgrade– please speak to your veterinary practice to discuss upgrading to a HPA membership.
2. Downgrading from HPCA to HPCC
You can only downgrade to HPCC fromHPCAat the end of your contract year. To do this, contact our Customer Support Team at least 14 days before your renewal date. It is not possible to downgrade your HPCAonline.
At renewal all benefits relating to HPCA that are not included in HPCC will be removed from that date.
HEALTHY PET CLUB CANCELLATION FORM
Whilst we do not want to lose you, in the event that you need to cancel, please complete the form below and return this to us at the address below or by email to hpc@cvsvets.com. Please note we can only action cancellations received by the registered client.
To: CVS (UK) Limited, CVS House, Owen Road, Diss, Norfolk IP22 4ER
I hereby give notice that I cancel my Healthy Pet Club Membership
Your Membership Number: ………………………………
Your Full Name: ..............................................
Your Address: .............................................. ..............................................
.............................................. .............................................. .....................
Your telephone and email: ...............................................
Cancel policy for pets (insert names): .............................................
Cancellation reason: ..............................................
We will only use your data for the purpose of cancelling your Policy and to contact you in this regard.
Signature: ………………………… Date: ……………
Print name: ……………………………………………...