Lifetime Care Club Essentials and Lifetime Care Club Extra
When joining the Lifetime Care Club Plans you are accepting these terms and conditions. It is important to read them carefully. Please ask a member of staff if you have any queries.
St Boniface Veterinary Clinic may change the terms, adjust benefits, or cancel the plan at any time, with one month’s written notice. Notice will be provided by email, letter, or on our website. If you don’t cancel your plan before the notice period ends, you’ll be considered to have accepted the changes.
WHAT IS LIFETIME CARE CLUB ESSENTIALS, LIFETIME CARE CLUB EXTRA & VETS DELIVER and VET SUCCESS?
Prevention is better than cure!
Lifetime Care Club Essentials is a comprehensive preventative health care package including vaccines, nurse checks, 2 yearly health assessments with a vet (one at the time of vaccination) and year round parasite assessment and treatments delivered directly to your door via VetsDeliver - our home delivery subscription service designed to make it easier to protect your pet from parasites.
In addition, Lifetime Care Club Extra includes Unlimited free consultations. This means that there is no consultation fee charged for nurse and vet appointments between 9am - 5:30pm Monday to Friday and 9am - 12:30pm on Saturdays. Consultations will need to be booked in advance and are subject to availability and our fair usage policy. Appointments may be carried out by a vet or nurse when deemed appropriate.
Please note ‘Unlimited free consultations’ does not include in-house or visiting referral services, out-of-hours appointments, house visits, euthanasia and appointments on public holidays and Sundays, which are charged as normal.
Any medications administered, treatments, diagnostics or procedures carried out during consultations or after admission to the clinic, will remain chargeable as normal. Here at St Boniface Vets, we strongly recommend an insurance policy to cover treatment for unexpected illnesses or accidents.
This plan is not an insurance policy and does not include cover for pre-existing conditions, illnesses, accidents, hospitalisation, or emergency treatment.
Please refer to our information leaflet or view our website for full details of treatments and services that are included in the Lifetime Care Club plan you have chosen.
Puppies and Kittens
Due to rapid growth and the importance of accurate dosing, we recommend that puppy and kitten treatments are collected directly from the practice so we can assess and weight your pet. As soon as an expected weight bracket is reached, we will swap your subscription onto home delivery.
Parasite treatment Selection
For parasite prevention, our goal is to make sure pets are neither under or over-treated. For dogs, we aim to personalise parasite prevention using the Parassess tool www.petparasiteprotection.co.uk/dog/risk-checker.
For dogs, based on local risk as well as clinical and environmental considerations, our preferred treatments and preventatives are Bravecto every 3 months on Dog plans to treat fleas and ticks alongside Milpro every month to treat worms. This ensures your dog receives the most comprehensive treatment available.
For cats, Bravecto should be administered every 3 months on all plans to treat fleas and ticks alongside Milpro every 3 months to treat worms. We advise kittens are wormed monthly up until 6 months of age and then every 3 months. This is to ensure your cat receives the most comprehensive treatment available. There is an option with Cat plans to have a Programme injection. Please note, that the Programme injection does not provide any tick cover and will not kill adult fleas - it works by sterilising fleas to prevent eggs hatching so occasional adulticide flea treatment may be necessary at an additional cost.
Please discuss with your vet or nurse if you have any questions regarding these treatments.
Reminders may be sent out via Petsapp, text or post for when flea and worming is due, vaccinations and 6 monthly health checks.
Joining Lifetime Care Club
You can join either plan at any time. Vaccinations are a great time to discuss joining Lifetime Care Club Essentials or Lifetime Care Club Extra. If you join within 2 weeks after a vaccination, the vaccination (and any parasite treatment given) will be credited as part of your membership.
Your responsibilities
You are responsible for following our vets’ and nurses’ guidance, and for ensuring you apply/administer your pet’s treatment to ensure they remain free of common parasites.
Change of address notifications need to be made 10 working days before your next dose of treatment is due to be posted. This is so we can make the amendments with our supplier.
We will need to see your pet at regular intervals so that we can check their health and renew their prescription. We will send you a reminder nearer the time. Please book your pet’s health check as soon as you can, to ensure there are no unnecessary gaps in their protection against parasites.
The plans include 2 free health checks per year, one at the time of vaccinations and the other is set 6 months from date of vaccination.
All anal gland emptying and nail clipping, will be carried out by a nurse in the allocated appointments slots. If for any reason this appointment needs to be upgraded to a Vet, then a consultation fee will apply if booked via LCC Essentials.
The Lifetime Care Club is not transferable to another pet. If your pet unfortunately dies during the 12 months contract, we will cancel the contract from the date of death.
We will tell you in advance, in writing, if there is to be a change in membership fees. We will always give you at least 30 days’ notice of any change in fees as a result of our annual review.
RENEWING YOUR LIFETIME CARE CLUB
All adult plans will automatically renew. As you pay by direct debit, we will send you a renewal notice showing the amount that will be collected for the next 12 months. Should you wish to not renew, you will need to notify us in writing at least 10 days before the end of your contract.
CANCELLING YOUR LIFETIME CARE CLUB DURING THE ANNUAL CONTRACT.
PLEASE NOTE – CANCELLATION OF THE LIFETIME CARE CLUB DURING THE ANNUAL CONTRACT WILL INCUR A FEE OF £12 (£10 + VAT) for each pet.
You may cancel the Lifetime Care Club plan by telephoning or writing to us at least 14 days prior to your next payment date. As you pay by Direct Debit, you must tell your bank to cancel the Direct Debit instruction.
Failed Direct Debit payments, eg because of a lack of available funds. 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, we will make a third and final payment request to your bank after a further 3-5 working days. If this payment request is unsuccessful, your Practice Plan membership will be cancelled automatically and your pet will no longer receive the associated benefits and discounts.
If your Practice Plan 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.
To reinstate a plan once it has been cancelled, will incur an administration cost of £12 (£10 + VAT) This reflects the not insignificant amount of administration involved. This administration charge will be added to your account.
If you cancel your Lifetime Care Club during the annual contract, we will charge you for any goods received under the Lifetime Care Club, plus the cancellation fees. We will offset any payments you have already made towards the Lifetime Care Club.
Should the cancellation result in a balance owing to St Boniface Veterinary Clinic, 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 a Direct Debit at the time of cancellation.
If you have an unpaid debt for treatment that we haven’t been able to resolve with you, and we’ve had to refer it to a debt collection agency, we may cancel your plan. 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.
HOW WE USE YOUR INFORMATION
We use Vet Success Limited to collect Direct Debits on our behalf, and your bank statements will show a payment Vet Success Limited on behalf of St Boniface Veterinary Clinic. For the avoidance of doubt, your agreement is with St Boniface Veterinary Clinic Ltd. Vet Success Limited merely provide support to the practice, which includes transferring your payments.
Vet Success Limited and St Boniface Veterinary Clinic will hold and use your personal data (as defined by UK data protection laws) for the purpose of administering your preventative healthcare plan.
Both St Boniface Veterinary Clinic and Vet Success Limited 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.
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.
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 either St Boniface Veterinary Clinic, Exeter Road, Crediton, Devon, EX17 3BN or Vet Success Limited, 99 Holdenhurst Road, Bournemouth BH8 8DY.
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, St Boniface Veterinary Clinic Ltd will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request St Boniface Veterinary Clinic Ltd 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 St Boniface Veterinary Clinic Ltd 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 back when St Boniface Veterinary Clinic Ltd asks you to.
You can cancel the Direct Debit at any time, by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
Vet Success 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
St Boniface Veterinary Clinic Ltd is a limited company registered in England and Wales with company number 05516945 whose registered office is at Exeter Road, Crediton. Devon EX17 3BN