ProActive Pets Terms and Conditions of Business

ProActive Pets, hereafter known as the ‘Plan’ is designed to allow for monthly payments to spread the cost of treatment administered at intervals over a 12-month period. In consideration of the payment by the signatory, hereafter known as the ‘Pet Owner’, Goddard Veterinary Group agrees to provide services under this ‘Agreement’ as described in practice literature and in accordance with the Goddard Veterinary Group’s terms and conditions. The Plan is for preventative healthcare only as described in practice literature and does NOT replace the need for a comprehensive pet health insurance policy for all treatments/medications/services not included in the Plan. This Agreement is exclusive to the Pet Owner and is non-transferable between pet owners. It does not cover the services of any other veterinary practice.

1. Period of commitment

1.1 You are agreeing to subscribe annually for the services offered under the Plan as provided by Goddard Veterinary Group and contracting to remain a subscriber for a minimum period of 12 months (“Minimum Period”). You agree to be bound by these terms and conditions of business.

1.2 On the expiry of the Minimum Period, you agree that your annual subscription shall be automatically renewed on the same terms and conditions for further successive periods of one month unless either party has, not later than one month prior to expiry of the then current term, given written notice to the other that the term is not to be automatically renewed.

2 Services

2.1 The Pet Owner acknowledges that medications for the prevention/treatment of parasites are included as a benefit of the plan, and that for convenience several months’ worth of treatment will usually be dispensed. In the event that the number of months’ treatment dispensed exceeds the number of monthly payments made at the point of termination of membership, the pet owner shall be liable to pay the value of discounts from usual retail price that were applied to the dispensed medications as a result of membership.

2.2 Products and services included in the Plan will only be provided at the mandatory examinations in accordance with Condition 3.1 at your Agreement Venue.

2.3 Goddard Veterinary Group is entitled to suspend the provision of products and services should any payments remain outstanding.

2.4 Products, services and discounts offered under the Plan have no cash alternative.

2.5 Any additional services or discounts offered may only be available for a limited period and may be withdrawn at any time without prior notice.

2.6 Prices for neutering offered under the Plan cover the routine surgical procedure only and will exclude any complications that might arise including: due to pregnancy, disease or developmental abnormality. Similarly, any additional procedures offered under the Plan will cover the cost of specific routine procedures only and will exclude any additional cost associated with the investigation and treatment of any underlying disease/condition or complication.

2.7 The discounted price for Kennel Cough vaccination offered under the Plan requires a risk assessment by the Veterinary Surgeon, in order to comply with current vaccination guidelines.

2.8 Additional flea and worming treatments for puppies and kittens included in the Plan will only be dispensed at the discretion of the veterinary surgeon and will only be included in the Plan for members under the age of six months.

2.9 The Plan will cover only products on the Group’s preferred vaccine and parasite product list that have been carefully selected and which are reviewed from time-to-time.

2.10 Goddard Veterinary Group is entitled to suspend the provision of products and services should any payments remain outstanding.

3 Pet owner’s responsibilities

3.1 To attend the Goddard Veterinary Group practice for your pet’s mandatory examinations and check-ups as provided by the Plan, within one month of the due date of examination.

3.2 To utilise the benefits included with the Plan and be aware you shall not be entitled to any refund in respect of unutilised benefits.

3.3 To inform the Veterinary Surgeon of any injury, conditions or other relevant matters affecting the pet’s health generally.

3.4 To notify us immediately at of any change of contact details or intended cancellation of your contract.

4 Cooling-off period

4.1 This contract commences on the date you sign or indicate your acceptance in the Declaration section of this Contract (Online or via a paper contract). You have 14 full days after signup to cancel this contract for any reason (“Cooling-Off Period”).

4.2 To exercise this right, you must inform us of this by post, email or telephone using the details provided. Alternatively, you can notify DFC by email to If you exercise this right to cancel, we will reimburse you all joining and subscription fee payments received from you using the same means of payment you used for the initial transaction.

4.3 If you have received any discounted products or services during the Cooling-Off Period, your Goddard Veterinary Group branch will invoice you the full cost of these products and services with the balance payable directly to your branch as per Goddard Veterinary Group Settlement Terms.

5 Cancellation

5.1 Membership of the plan is for an initial minimum term of 12 monthly payments. Membership of the plan will thereafter continue on a rolling basis and is terminable by giving one months’ notice in writing to the registered office of the plan or by email to

5.2 During the Minimum Period, you may notify us that you wish to cancel the contract. However, you will be invoiced for the value of the remainder of your uncollected payments for the Minimum Period.

5.3 If you cancel your Direct Debit instruction during the Contract period and without providing a minimum one-month notification of cancelation and thus failing to make a payment on time, you will incur termination charges as set out in 7.1 and 7.2:

6 Collecting your monthly subscriptions

6.1 Debit Finance Collections known as “DFC” is our agent for the collection of your payments due under this Contract. DFC will collect your subscription by monthly instalments on our behalf by Direct Debit (each a “Monthly Payment”). The Pet Owner will be liable for the monthly fee until this Agreement is terminated in accordance with these Terms and Conditions.

6.2 DFC reserves the right to re-present the Direct Debit Instruction for any missed payments for collection if a Monthly Payment remains unpaid for at least 5 working days after the original collection attempt.

6.3 Should a Monthly Payment remain outstanding 5 days after it has become due, Goddard Veterinary Group and DFC may deem you to have breached the contract, which will result in us having the right to immediately cancel. Where this occurs, we shall be entitled to a Termination Payment as detailed in section 7.

7 Termination of contract

7.1 In the event that during the initial term of membership the pet owner defaults on one or more of the agreed monthly payments then the pet owner will be deemed to be in breach of contract and the Contract may be terminated. In this event the full cost of the remaining monthly payments owed during the initial term will become payable.

7.2 In the event that the pet owner defaults on one or more of the agreed monthly payments after the initial term has expired then the pet owner will be deemed to be in breach of contract and the Contract may be terminated to the value of any discounts from usual retail prices.

7.3 Material Failure – If we materially fail to provide the contracted service. Where such notice to cancel for material failure is provided, the Contract will terminate with immediate effect once all payments due and owing up to the date of such notice are paid by you

7.4 Goddard Veterinary Group may terminate your membership immediately should your account at any Goddard Veterinary Group practice fall into arrears.

7.5 Goddard Veterinary Group may amend or terminate this Agreement by giving to the Pet Owner not less than one month’s notice.

7.6 In the event of cancellation or termination of the Contract, resulting in outstanding monthly payments due or repayment of discounts, should you fail to pay any amount due under this Contract for a period of more than 60 days, you agree that we may apply an administration charge and also pass the debt to a third-party company for collection. The costs incurred in employing the third party will be borne by you including the costs in tracing you, should you have changed address without telling us.

8 Fees

8.1 Goddard Veterinary Group may increase the monthly fee on a periodic basis and will give one month’s notice of such increase.

8.2 Value Added Tax will be charged at the prevailing rate.

8.3 The Pet Owner acknowledges that monthly plan fees relating to dogs may need to be changed by the Practice should the pet moves from one adult weight-determined plan to another as a result of a weight check.

8.4 Goddard Veterinary Group may increase its charges on products and services outside of the Plan at any time.

9 Complaints

9.1 We hope to ensure you never have reason to complain about the standards of service received from us. However, if you wish to make a complaint regarding the service you have received from ProActive Pets, this should be by emailing You may also request a copy of our complaints handling policy.

9.2 Any dispute arising under this Agreement will be submitted to arbitration under the Arbitration Act 1996 at the joint cost of both parties.

9.3 If you would like to make a complaint regarding the service you have received from DFC, this should be in writing to the address set out below or by e-mail to

Debit Finance Collections Plc
16 Davy Avenue
Milton Keynes

10 All Notices served under the provisions of this Agreement must be in writing and sent to Goddard Veterinary Group or the last known address of the Pet Owner by recorded delivery post.

11 Goddard Veterinary Group reserves the right to make reasonable changes to these terms and conditions.

These Terms and Conditions were updated in October 2023