Rowan House Vets Pet Health Scheme Terms and Conditions of Membership

This document sets out the terms and conditions of your membership with the Pet Health Schemes. By completing and submitting your Pet Health Scheme registration, you confirm that you are the legal owner of the pet(s) listed on your registration form and that you wish to enter into a contract for membership of the Pet Health Schemes with Rowan House Vets subject to these terms and conditions.

1. The Annual Services

   On submission of your completed registration, we would require a one-off three monthly joining fees, and then you will be entitled to receive the following benefits for the pet(s) named on your registration form:
   1. This Pet Health Scheme is a rolling annual preventative healthcare programme for Cats, Dogs & Rabbits only. All other species are excluded from the scheme. The Pet Health Scheme is not an insurance policy.
   2. Membership of the agreement constitutes an agreement between you and Rowan House Vets}. Membership and benefits are not transferable to another practice.
   3. You will receive discounted products and services during the course of your membership including, but not limited to, vaccines and flea/worming/tick treatments and a full health check with one of our vets. Full details of what is included are available from the practice.
   4. The fee for your pet will be determined by its species, age and weight. Of course, your pet can still receive treatment outside the scope of the Pet Health Scheme, and this will be charged in accordance with the practice’s normal fees, terms and conditions.
   5. These the Pet Health Scheme 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 Pet Health Scheme. That literature forms part of these terms and conditions.
   6. Dogs, Cats and Rabbits can be signed up immediately. All other species are excluded from the scheme.
   7. It is your responsibility to let Rowan House Vets know that you are a member of the Pet Health Scheme when you arrange treatment or purchase goods.
   8. All notices given to Rowan House Vets under the provisions of this agreement must be in writing and sent to Rowan House Vets , 11 Market Place, Wymondham, Norfolk, NR18 0AS.
   9. For the purposes of the Contracts (Rights of Third Parties) Act 1999 this agreement is not intended to, and does not, give any person who is not a party to it any right to enforce any of its provisions.
   10. Rowan House Vets shall only be liable for any loss of damage suffered by you which are a reasonably foreseeable consequence of a breach of this Agreement.
   11. For the avoidance of doubt the Rowan House Vets veterinary practices have absolute discretion as to the medications and treatments provided under the terms of this agreement.
   12. Your Pet Health Scheme is not transferrable.
   13. 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 Rowan House Vets of your preference by writing to it at the address above.

2. Your Responsibilities

   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 {scheme name}. 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 below, and with immediate effect.

3. Payments & Refunds

   1. Your membership fees will be collected by Direct Debit on a monthly basis.
   2. We use Easy Direct Debits Limited to collect Direct Debits on our behalf, and your bank statements will show a payment to Easy Direct Debits on behalf of Rowan House Vets . For the avoidance of doubt, your agreement is with Rowan House Vets . Easy Direct Debits Limited merely provides support to the practice, which includes transferring your payments.
   3. Membership for each pet will renew automatically on the anniversary of the date that your pet joined the Pet Health Scheme.
   4. We will tell you in advance, in writing, if there is to be a change in membership fees on your renewal date. We will always give you at least 30 days’ notice of any change in fees as a result of our annual review.
   5. In between our annual fees review, your pet’s monthly fees may also change as your pet’s age/weight change. A change in fees due to a change in weight/age will take effect as soon as is reasonably practical. This applies to both increases and decreases in weight.
   6. 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 £15 for each failed payment. This administration charge will be added to your account.
   7. After a failed Direct Debit payment, we will re-present our payment request to your bank after 3-5 working days.
   8. If the second payment request also fails, a second administration charge will / may {delete as appropriate} be added to your account. We will make a third and final payment request to your bank after a further 3-5 working day. If this payment request is unsuccessful your {scheme name} membership will be cancelled automatically, and your pet will no longer receive the associated benefits and discounts.
   9. If your Pet Health Scheme 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 the course of your membership, minus any membership fees received to date.
   10. All payments made to Rowan House Vets are inclusive of VAT, and for the avoidance of doubt, no interest is charged on payments made under this agreement.

4. Terms

   1. Unless terminated earlier, in accordance with clause 5, your membership of the Pet Health Scheme will continue for an initial term of one year. If you do not opt to cancel before the expiry of the initial term of one year, your membership shall renew for a new 12 month period and/or until such time as it is terminated by you or Rowan House Vets in accordance with clause 5.
   2. Variation of these terms and conditions. The terms and conditions of this contract may be varied on one month’s written notice given to you by Rowan House Vets . If you do not wish the contract to continue having regard to any variation notified to you, you may end it as detailed in clause 5. If you do not do this by the time the notice expires, you will be deemed to have accepted the variation.
   3. The date of birth and weight of your pet(s) entered on your Pet Health Scheme Registration Form will be the date of birth and weight used to determine the fee category your pet(s) falls into. If the month of birth is unknown, we will use 1st January of the specified year for this purpose. If the year of birth is unknown, an estimate should be made. You are responsible for ensuring your pet(s) attend(s) the practice regularly and that you comply with the advice and treatment your veterinary practice prescribes for your pet(s). If in the reasonable opinion of your practice, they are not able to maintain your pet’s health due to any act or omission on your part, your practice may end the Contract immediately by giving notice to that effect.
   4. If your personal details change, you should notify Rowan House Vets in writing. If your pet is lost or deceased, you should notify Rowan House Vets immediately.
   5. Alteration of monthly fees and categories. Rowan House Vets will normally review your pet’s monthly fee once a year. Your pet’s monthly fee may also change as a different age, and weight thresholds are reached. Should your pet’s fees change, you will be given at least one month’s written notice (correspondence sent to the last known address by ordinary post will be treated as adequate notice).

5. Termination of this agreement

   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 FOURTEEN days notice.
   2. If you cancel your membership before your anniversary date, we will review your account and, where applicable, charge you retrospectively the full price of any products and services received during the course of your membership, minus any membership fees received to date.
   3. Rowan House Vets may terminate your membership of the Pet Health Scheme at any time (including during the initial term) 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 3.
   4. You may terminate your membership of the Pet Health Scheme during the initial term of one year by giving Rowan House Vets notice of termination to take immediate effect if you wish to cancel within FOURTEEN days from the date you joined the Pet Health Scheme.
   5. For the avoidance of any doubt, upon the termination of your membership in accordance with the terms of this agreement you will no longer be liable to make any further payments to Rowan House Vets and will no longer be eligible receive any of the entitlements listed at clause 1 from Rowan House Vets .
   6. If you cancel at any time other than on an anniversary of joining the Pet Health Scheme or in accordance with clause 3, you will be required to pay to Rowan House Vets either the outstanding amount for treatment received in the period between the joining date or anniversary of joining (as applicable) and the cancellation or the monthly payments due until the anniversary of your plan, whichever is lower.
   7. 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.
   8. With regard to this agreement, 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.
   9. When we write to you by post, we will use the address most recently provided.
   10. If you wish to write to us, please use the email address reception@wymondhamvets.co.uk or send letters to Practice Manager, Rowan House Vets , 11 Market Place, Wymondham, Norfolk, NR18 0AS.

6. Right of Early Repayment

   You are entitled to pay the sums due under this Agreement early. If you wish to make an early repayment, please contact Rowan House Vets to make arrangements to pay the balance of the payments due under this Agreement. In the event of early repayment, you will remain entitled to access the Services and benefits listed above until expiry of the Agreement.

7. Data Protection

   Rowan House Vets , as administrators of the Pet Health Scheme, take your privacy very seriously and take great care to comply with its obligations under the Data Protection Act 1998 and to protect your personal information including any financial details that you provide. Rowan House Vets will use your personal information to administer the Pet Health Scheme. 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.
   1. Easy Direct Debits Limited and Rowan House Vets will hold and use your personal data (as defined by UK data protection laws) to administer your preventative healthcare plan.
   2. Both Rowan House Vets and Easy Direct Debits Ltd 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 Practice Manager, Rowan House Vets , 11 Market Place, Wymondham, Norfolk, NR18 0AS or Easy Direct Debits Limited, 99 Holdenhurst Road, Bournemouth BH8 8DY.
   5. Easy Direct Debits Limited is a company registered in England and Wales with company number 09633942 whose registered office is at Ebenezer House, 5a Poole Road, Bournemouth, BH2 5QJ.
   6. Rowan House Vets is a limited company registered in England and Wales with company number {Co Reg No 07409697} whose registered office is at 11 Market Place, Wymondham, Norfolk, NR18 0AS.
   7. Rowan House Vets is a limited company whose director is Dr Annalisa Birchenall and whose trading address is at 11 Market Place, Wymondham, Norfolk, NR18 0AS.

8. Disputes

   Rowan House Vets has an in-house complaints procedure. If you are unhappy with any aspect of your pet’s veterinary care, you should write to Rowan House Vets at the earliest opportunity.

9. Governing Law and Jurisdiction

   Both parties agree that this Agreement shall be governed by and construed in accordance with the Law of England and Wales and the parties hereby irrevocably submit to the exclusive jurisdiction of the English Courts.