What these terms cover. These are the terms and conditions on which you may join and use Catmose Vets Practice Plan on its basic or premium form (referred to as “the practice plan”). These terms include important information – please read them carefully. We recommend that you print a copy of these terms for future reference. By joining and using the practice plan, you accept and agree to be bound and abide by these terms. If you do not agree to these terms, you must not join or use the practice plan basic or the practice plan premium. The terms for both plans are the same, except for the additional terms applying to the practice plan premium.

The practice plan is only available for pets that are registered at Catmose Vets. Your subscription to the practice plan is a contract between you and Catmose Vets and is subject to these terms. That contract comes into existence, and your subscription starts, when we confirm to you that we have accepted your application. You are responsible for ensuring your pet attends Catmose Vets regularly for health checks, vaccinations and parasite control and that you comply with the advice and treatment Catmose Vets prescribes.

The practice plan is a preventative pet healthcare plan. It is not a pet insurance policy or intended to be a replacement for a pet insurance policy. We recommend that our clients take out appropriate pet insurance for their pet with a reputable insurer.

Your subscription is specific to your pet identified in your application. When you apply to join the practice plan you will be asked to identify your pet. Your subscription is specific to that pet and cannot be used for any other pet or transferred to another pet.

Your subscription can only be used at Catmose Vets.

The veterinary services and benefits that you will receive depend on your chosen plan. These are limited to the routine preventative healthcare treatments and discounts set out in the published details of the plan. We will provide you with details of the plans available when you register to join the practice plan. Your subscription does not include any of the following:

The cost of consultations that may or may not precede clinical treatment (this does not apply to the practice plan premium).
Any treatment, drugs, medications or general health improvers (such as, but not limited to, vitamins or ‘nutraceuticals’) that is not expressly included in the published details of the plan.
Any food products (including, but not limited to, prescription and special dietary food).
Treatment provided by Catmose Vets outside of normal surgery hours and/or outside of the surgery; and any treatment that continues after your subscription has been cancelled.
We may make changes to the veterinary services and benefits under your subscription. We may do so annually when the contract automatically renews or during a contract year if any veterinary services or benefits under your subscription are no longer available and will let you know at least 30 days before the change will take effect. If you do not agree to the change, you may end the contract by letting us know at least 7 days before the date that the change will take effect.
Your subscription is an annual rolling contract. The price of your subscription is based on the provision of veterinary services and benefits over a 12-month period. Your subscription starts when we or the relevant practice confirms to you that we have accepted your application to join the practice plan, and continues for a 12-month period and then automatically renews for successive 12-month periods (each 12-month period being referred to in these terms as a “contract year”).

Ending your subscription when you have changed your mind (Consumer Contracts Regulations 2013).

If you apply to join the practice plan online, you have a legal right to change your mind and cancel your subscription immediately within 14 days of the date that we send you an email confirming that we have accepted your application. You do not have a right to change your mind where you have started using or you have received any benefits under your subscription, even if the cancellation period is still running.

Ending your subscription where your pet has died. You can end your subscription immediately if your pet dies.

Ending your subscription because you no longer wish to maintain your subscription. You can end your subscription at any time for any reason, including a change of services or a change of price.

Ending your subscription if you do not want it to automatically renew. If you do not want your subscription to automatically renew at the end of a contract year, you must let us know at least 7 days before the end of that contract year.

At the end of your subscription your contract with us will automatically terminate. You will no longer be entitled to any of the benefits or discounts under your subscription.

You will be entitled to a refund of the price paid for your subscription or to pay us additional charges as follows:

If you end your subscription because your pet has died, the subscription will be terminated free of charge.
If you end your subscription because you no longer wish to maintain it, or we end your subscription due to a breach of contract or due to unacceptable behaviour in your part, if the value of the veterinary services and discounts that you have received in that contract year is more than the amount that you have already paid us in that contract year, we reserve the right to charge the difference OR the remainder of the subscription fees for that contract year, whichever is less.

If you wish to end your subscription, you must tell us by email.

We can end your subscription immediately at any time for any of the following reasons:

If the information that you provided to us on registration is inaccurate, incomplete or misleading.
If you break any of the terms of the contract, including if you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due.
If you behave in a way which is intrusive, offensive, violent or aggressive. Examples of behaviour that we deem unacceptable are: Making malicious allegations about our staff or other clients; Derogatory racial or sexual remarks; Offensive sexual gestures or behaviour; Using violent, threatening or abusive language (including swearing and offensive remarks); Violent, threatening or abusive behaviour towards our staff, our clients or animals in our care; Theft and other criminal activity; and Non-compliance with the practice’s health and safety requirements.
You must pay the price for your subscription in advance in monthly instalments. You must pay the price for the first month to us by debit or credit card when we accept your application. After that, you must pay the price for each month to us by direct debit or by accepting a charge in your preferred card payment method. We are unable to accept payments by cash, cheque, electronic payment (such as paypal) or bank transfer unless we specifically agree to do so. You must let us know about any changes to your preferred payment method at least 14 days before your next payment is due. We may take further action if your payment method payment fails. If your payment method has failed, we may re-present the payment request to your bank within 3 – 5 working days. If your payment method fails, we reserve the right at our discretion to terminate the contract immediately. We may increase or decrease the price of your chosen plan. We may do so annually when your subscription automatically renews or may also do so during a contract year if the cost of providing the benefits under your chosen plan substantially increase and will let you know at least 30 days before the change will take effect. If you do not agree to the change, you may end the contract by letting us know at least 7 days before the date that the change will take effect.

We are responsible to you for foreseeable loss and damage caused by us. If we materially fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury to human beings caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

Our liability to you is limited. Subject to the above exceptions, our liability to you for any damages, losses, claims, costs or expenses arising out of our supply of any products or services shall not exceed the total fees payable by you for your practice plan subscription and the veterinary services in question, even if the amount of professional indemnity insurance that we carry is higher.

When you apply to join and participate in our practice plan, we will collect personal data about you. We will only use your personal information as set out in our cookies and privacy policy

We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later. 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 this 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. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.

We may amend these terms from time to time. We recommend that you check them each time you use our website or place an order to make sure that you are aware and understand the terms that apply at that time. These terms were most recently updated on 13th September 2024.

In regards to the unlimited consultations included in our practice plan premium:

The complementary unlimited consultations cover both healthy and unwell pets and can be conducted by either a vet or a nurse, including postoperative examinations. ​Additional investigations and procedures, prescriptions, or treatments beyond these consultations are charged at standard prices. Specialist, referral, or out-of-hours consultations, are not included.

As a practice plan premium member, you are entitled to an unlimited number of consultations with our clinical team. However, our clinical team’s time is finite, and subject to availability. Catmose Vets may have to move or re-book your appointment if the member of the clinical team you are booked to see is needed elsewhere for an emergency, or is unavailable on the day.

We expect you to act in good faith and our clinics reserve the right to prevent you from booking future consultations in the following circumstances:

You book or attempt to book repeat consultations for the same condition for your pet.
You act in a manner that is rude, harassing, abusive, discriminatory, or insulting to our practice staff.
Any of the vets in our practice, in the reasonable exercise of their clinical judgment, concludes that you are not acting in good faith or that your booking is frivolous.