When taking out a Nova Pet Wellness Plan subscription, you are accepting these terms and conditions. It is important to read them carefully, and please ask a member of staff if you have any queries. If you would like a copy of these terms and conditions in larger print – please ask at reception.
Please read these Terms & Conditions carefully. If you have any questions about the Nova Pet Wellness Plan, please speak to a member of the Nova Veterinary Centre team.
When you take out a Nova Pet Wellness Plan subscription, you agree to these Terms & Conditions and our Terms and Conditions of General Sales.
If you would like a copy of these Terms & Conditions in larger print, please ask at reception.
1. The Nova Pet Wellness Plan
The Nova Pet Wellness Plan is a rolling annual preventative healthcare programme designed to help spread the cost of routine preventative healthcare for your pet.
The Nova Pet Wellness Plan is not an insurance policy and does not provide cover for illness, injury, emergencies, surgery or other veterinary treatment outside the benefits specifically included within your plan.
Home Delivery is an optional delivery service available for eligible pets and is subject to the additional Home Delivery charge and the terms set out below.
2. Your Agreement With Us
Your subscription constitutes an agreement between you and Brailey Apperley Baker Ltd, trading as Nova Veterinary Centre (“Nova”, “we”, “us” or “our”).
Membership and its associated benefits are personal to the pet named on the subscription and are not transferable to another pet or veterinary practice.
3. Plan Benefits
Nova Pet Wellness Plan members receive discounted products and services during the course of their membership.
Depending on your pet and the membership selected, benefits may include vaccinations, flea, tick and worming treatments, health checks and other preventative healthcare services.
The benefits applicable to your pet are those communicated to you when you join and as set out in our current published membership information.
Some benefits may be subject to clinical assessment, eligibility requirements, weight, age, vaccination status or other veterinary considerations.
We reserve the right to change the products or treatments included within the plan where reasonably necessary due to changes in veterinary guidance, product availability, licensing requirements or other circumstances beyond our reasonable control. Where a change materially affects your membership, we will take reasonable steps to notify you.
4. Payments
When you take out your subscription, your first month’s payment will be collected by cash or card.
Subsequent monthly payments will normally be collected by Direct Debit.
The monthly subscription fee applicable to your pet will be determined by the plan selected and, where applicable, your pet’s species and weight.
The current membership prices are available from the practice and on our website.
5. Direct Debit Payments
We use VetSuccess Limited to collect Direct Debits on our behalf.
Your bank statements may therefore show a payment to VetSuccess.
For the avoidance of doubt, your agreement for the provision of the Nova Pet Wellness Plan is with Brailey Apperley Baker Ltd trading as Nova Veterinary Centre. VetSuccess Limited provides administrative and payment support to the practice.
6. Failed Direct Debit Payments
If a Direct Debit payment fails, for example because there are insufficient funds available in your account, we may contact you to request payment.
We may charge a reasonable administration fee of £10 for each failed Direct Debit payment to reflect the administrative costs incurred by the practice, subject to applicable law.
Following a failed Direct Debit, we will normally re-present the payment request to your bank after approximately 3–5 working days.
If the second payment request also fails, a further administration charge may be added to your account and we will normally make a third and final payment request after a further 3–5 working days.
If the third payment request is unsuccessful, we may cancel your subscription.
If your subscription is cancelled because of unpaid membership fees, your account may be reviewed and you may be charged the difference between the full price of products and services received during your membership and the membership payments actually received, where applicable and permitted by law.
7. Your Responsibilities
You are responsible for following our veterinary surgeons’ and nurses’ advice and for ensuring that you apply or administer your pet’s prescribed preventative treatments as directed.
You are also responsible for ensuring that your pet attends the practice when required for health checks, vaccinations, prescription renewals, weight checks or other clinical assessments.
We may need to examine your pet at appropriate intervals before renewing or prescribing certain treatments.
We will endeavour to remind you when a health check or other appointment is due, but responsibility for arranging and attending appointments remains with you.
There is no additional charge for health checks included within your membership.
8. Home Delivery
Home Delivery is an optional service available for eligible adult cats and dogs at the additional monthly charge stated on our website or otherwise communicated to you.
Home Delivery is intended to provide a convenient way of receiving eligible preventative treatments by post.
Eligibility for Home Delivery may depend on your pet having a stable body weight and meeting any clinical or prescription requirements applicable to the products being supplied.
Where your subscription includes Home Delivery, you will normally collect your first Home Delivery pack from the practice when you join. Subsequent eligible products will be sent to the delivery address you have provided.
Failed or Lost Deliveries
We use a third-party postal or delivery service for Home Delivery. Although we will take reasonable steps to arrange and monitor deliveries, postal deliveries can occasionally be delayed, lost or otherwise fail to arrive.
If a scheduled Home Delivery does not arrive, please contact us as soon as reasonably possible.
Where appropriate, we will investigate the delivery and take reasonable steps to resolve the issue with the delivery provider.
If a Home Delivery fails to arrive, we will provide one replacement treatment free of charge for collection from the practice.
If a subsequent Home Delivery also fails to arrive, we may no longer send further replacement products by post under the Home Delivery service.
In those circumstances, your pet will continue to receive the relevant benefits of the Wellness Plan, but you will need to collect eligible products directly from the practice.
If you would like to ensure that your pet’s products are available for collection from the practice rather than being sent by post, we recommend that you switch from Home Delivery to Practice Collection.
Any change from Home Delivery to Practice Collection can be arranged by contacting the practice team.
Nothing in this section limits your statutory rights in relation to goods supplied under the Wellness Plan.
9. Treatment and Services Outside the Plan
Your pet can still receive veterinary treatment outside the scope of your membership.
Any treatment, consultation, medication, procedure or other service not included within your membership will be charged in accordance with Nova Veterinary Centre’s normal fees and Terms & Conditions.
10. Health Checks and Prescription Requirements
Some preventative treatments supplied under the Wellness Plan may require your pet to have an appropriate clinical examination or health check before they can be prescribed or dispensed.
We cannot guarantee that a particular medication or treatment will remain clinically appropriate for your pet throughout the duration of your membership.
Where a veterinary surgeon considers that a change in treatment is clinically appropriate, we may change the product or treatment supplied under the plan.
11. Membership Renewal
Membership is for an initial period of 12 months and will automatically renew for a further 12-month period on the anniversary of the date your pet’s subscription began, unless cancelled in accordance with these Terms & Conditions.
We will provide reasonable notice of the renewal and any applicable change to the membership fee.
12. Changes to Membership Fees
We will tell you in advance, in writing, if your membership fee is changing at your annual renewal.
We will normally provide at least 30 days’ notice of any change in membership fees resulting from our annual review.
Your monthly fee may also change between annual reviews where your pet’s weight changes and this moves your pet into a different pricing band.
Where a fee change is due to a change in your pet’s weight, the new fee will apply as soon as reasonably practicable following the change.
Changes in weight may result in either an increase or a decrease in your monthly fee.
13. Cancelling Your Membership
You may cancel your membership on your annual renewal date by giving us at least two weeks’ notice.
If you cancel your membership before the end of the initial 12-month period or before a subsequent renewal period has ended, we will review your account.
Where applicable and permitted by law, we may charge the difference between the full price of products and services you have received during your membership and the membership fees you have paid to date.
You should contact the practice if you are considering cancelling so that we can explain any charges that may apply to your individual account.
14. Ending the Agreement
We may end your membership by giving you reasonable written notice where there is a valid reason to do so, including where:
- membership payments remain unpaid;
- repeated Direct Debit payments have failed;
- the plan is no longer clinically appropriate for your pet;
- you no longer meet the eligibility requirements for a particular benefit; or
- we are no longer able to provide the relevant plan or benefit.
Where we end your membership because of unpaid fees, the provisions relating to outstanding balances and debt recovery will continue to apply.
15. Unpaid Accounts and Debt Recovery
Unpaid membership fees, medication charges or other amounts owed to Nova will be handled in accordance with Nova Veterinary Centre’s standard Terms & Conditions.
If an amount remains unpaid despite reasonable attempts to obtain payment, we may refer the outstanding debt to a third-party debt collection agency or other external debt recovery service.
Where an outstanding debt is referred to a third-party debt collection or debt recovery agency, reasonable fees, charges and costs incurred by us as a result of the recovery process may be added to your account and will be payable by you, to the extent permitted by law.
This may include reasonable fees charged by a third-party debt collection agency for recovering the outstanding debt.
We will not seek to recover costs from you which we are prohibited from recovering by law.
16. Notice
Where either party needs to give notice under these Terms & Conditions, notice should be provided in writing.
“In writing” includes email, letters sent by post or notices delivered by hand.
When we write to you by post, we will use the postal address most recently provided to us.
If you wish to write to us, please contact:
Nova Veterinary Centre
Unit 6C, Ni Park
Newport
Shropshire
TF10 9LH
Email: reception@novavets.co.uk
17. Complaints
If you have any concerns about the Nova Pet Wellness Plan or the service you have received, please contact us as soon as possible.
We will deal with complaints in accordance with the practice’s complaints procedure.
A copy of our complaints procedure is available on our website or from the practice on request.
18. Personal Information
Nova Veterinary Centre and VetSuccess Limited may collect, store and process your personal information for the purposes of administering your Wellness Plan, processing payments, communicating with you and providing veterinary services.
We will handle your personal information in accordance with applicable UK data protection legislation and our Privacy Notice.
Your information may be shared with third-party service providers where necessary to administer your membership, process payments, arrange deliveries, provide services to you or where required or permitted by law.
We may record and monitor telephone calls for training, quality and administrative purposes.
You have rights in relation to your personal information as set out in our Privacy Notice.
19. Changes to These Terms
We may update these Terms & Conditions from time to time where reasonably necessary, including to reflect changes in our services, legal or regulatory requirements, veterinary guidance, product availability or business processes.
Where a change materially affects your rights or obligations, we will take reasonable steps to notify you in advance where required by law.
The current version of these Terms & Conditions will be available on our website and at the practice.
20. General
Nothing in these Terms & Conditions affects your statutory rights as a consumer.
If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
These Terms & Conditions, together with the information provided to you when joining the plan and any specific written agreement with you, form the agreement between you and Nova Veterinary Centre in relation to your membership.
If there is any conflict between these Terms & Conditions and a specific written agreement with you, the specific written agreement will take precedence to the extent of the conflict.
These Terms & Conditions are governed by the law of England and Wales and any disputes will be subject to the jurisdiction of the courts of England and Wales.
