The ProActive Pets Plan Terms and Conditions 

Welcome to the ProActive Pets Plan! We are excited to offer this Plan which provides your pets with essential preventative care to help them stay healthy. 

These terms and conditions outline the benefits, exclusions, and responsibilities associated with the Plan. Please read them carefully before enrolling your pet. 

These terms and conditions are governed by the laws of England & Wales.  You and your Practice also submit to the exclusive jurisdiction of the English Courts.  

In addition to these terms, you agree to the Payment Administration Terms and Conditions as referenced in section 3.2 of these terms.  

  1. ELIGIBILITY AND MEMBERSHIP 
    1. This Plan is available for dogs and cats that are (or will be post first vaccinations) fully vaccinated and registered with Goddard Veterinary Group.  Pets with pre-existing conditions may not be eligible. 
    2. Plan membership is exclusive to the registered pet and your primary registered Practice (the Practice). It is not transferable to any third party, and/or between pets.  
    3. Information setting out what is included in the Plan can be found in leaflets at the Practice or on the Practice website (www.proactivepets.co.uk).  
    4. Any price comparisons or savings information provided in promotional materials are for illustrative purposes only.  
    5. Any price comparisons or savings information provided in promotional materials are for illustrative purposes only.  
    6. THE PLAN IS NOT AN INSURANCE POLICY AND DOES NOT COVER FOR EXISTING CONDITIONS, ILLNESSES, ACCIDENTS, HOSPITALISATION OR EMERGENCY CARE.  
    7. The Practice reserves the right to refuse applications for the Plan and its benefits.  
    8. Treatments, goods and services included in the Plan are subject to availability. We reserve the right to temporarily vary the Plan and, where possible, provide reasonable alternatives in the event of supply shortages or other circumstances beyond our control. 
    9. The direct debit payer must be named on the account with us at the Practice. Please note that this will provide full consent for the direct debit payer to discuss the pet’s treatment with us, authorise treatment (including treatment not related to the Plan) and order/book services when required.  
    10. The Practice reserves the right to alter the terms or benefits of the Plan in its reasonable discretion at any time, including for legal or regulatory reasons or any other reason which is beyond our reasonable control, on the provision of one month’s written notice.  The Practice also reserves the right to withdraw the Plan entirely from the market at any time for any reason on the provision of three months’ written notice. Such notices may be given by email, letter, or by way of an update posted on our website. You will be deemed to have accepted any changes on expiry of the notice unless you cancel your Plan (see section 6).  
    11. The Practice may cancel your Plan if you are in serious breach of the Practice’s general client terms and conditions (available on request or at www.goddardvetgroup.co.uk/terms-and-conditions). In particular, the Practice may cancel your Plan if you do not pay for any non-Plan related treatments, services or products you choose to buy from the Practice. In these circumstances a cancellation fee may apply (see section 6). 
    12. If the Plan is withdrawn during your Plan year, any goods and services paid for but not yet received will be supplied within one month of closure of the Plan.  
    13. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which can be found via the Practice website (https://www.goddardvetgroup.co.uk/privacy-notice/).  
    14. You must be aged 18 or over to take out the Plan.  
  2. TERM AND RENEWAL 
    1. YOU ARE AGREEING TO SUBSCRIBE ANNUALLY TO THE PLAN AND CONTRACTING TO REMAIN A SUBSCRIBER FOR A MINIMUM PERIOD OF 12 MONTHS unless we receive a request to cancel as per our cancellation policy (see section 6 below). Please note that a cancellation fee may apply if the Plan is cancelled mid-year in accordance with these terms.  
  3. COST AND PAYMENTS  
    1. The Plan fee varies depending on your pet’s species and the expected weight of your pet as an adult. If your pet’s weight exceeds the weight bracket of your current Plan, the direct debit fee will be changed to reflect your pet’s actual weight. This may result in an increase of your direct debit each month. 
    2. Monthly payments are administered by Harlands Services Limited (HSL), our agent for the collection of your payments due for the Plan. Full Payment Administration Terms and Conditions relating to payments, including information on admin fees and direct debit guarantees will be provided by HSL on signup.   
    3. Late and missed payment charge details can be obtained by contacting enquiries@proactivepets.co.uk 
    4. HSL 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.  
    5. The Plan fees are reviewed once a year. This may result in a mid-year increase in your direct debit payments if you started the Plan midway through our review cycle. The administrators will contact you via email or post to provide you with one month’s notice of the price increase. If you choose to cancel the Plan following notification of a price increase, a cancellation fee as per section 6 may apply.  
    6. Unpaid bills relating to fees may be referred to a third-party debt collection agency and administration and late payment interest may be applied.  
  4. GOODS AND SERVICES 
    1. The provision of goods and services under the Plan shall be subject to our general client terms and conditions which can be found at: www.goddardvetgroup.co.uk/terms-and-conditions 
    2. We will make every effort to dispense parasite treatments that takes into consideration regulatory requirements, availability, regional risks, effectiveness, your pet’s lifestyle and your personal preferences. Any special requests (such as changing to a different product) must be requested at the time of ordering your pet’s treatment, however for the avoidance of doubt we have absolute discretion as to whether we can accommodate any special requests as to the parasite treatments provided as part of the Plan.  
    3. Once you have requested your pet’s parasite treatment/s, these can be collected from the Practice. You will be informed that these are available to collect verbally or via text or email, and collections must be made within 10 working days.  Home delivery is not included as standard on our Plans.  This may be agreed on an individual basis at the Practice’s sole discretion and subject to additional terms and conditions and charges that will be confirmed to you.  In this event, (i) we are not responsible for any treatment/s going missing in the post, and (ii) it is your responsibility to ensure the product can be delivered safely to your address (i.e. away from children and pets) and once delivered is stored safely and used as directed. 
    4. The vast majority of our parasite treatment is POM-V medication, which can only be dispensed by veterinary practices and will not be available to buy over the counter at other outlets (such as pet shops/supermarkets). POM-V medications can only be dispensed by us if your pet has been seen for a general health check with one of our veterinary surgeons within the last 12 months. We may decline a prescription request and ask to see your pet if your pet is due for a general health check. We may also decline your request if treatment has already been provided. Parasite treatment can only be dispensed up to 1 week in advance of its due date, based on the last date we dispensed them.  
    5. Any treatments prescribed by the Practice must be used in accordance with their instructions and must not be used on any pet other than the pet registered under the Plan.  
  5. YOUR RESPONSIBILITIES
    In applying for membership to the Plan you agree that you will:
    1. Ensure all contact details including home address, email address and contact numbers registered with the Practice are kept up to date by notifying us at enquiries@proactivepets.co.uk  
    2. Inform us of any changes in your pet’s health. 
    3. Let us know that you are a member of the Plan when you arrange treatment or purchase goods.  
    4. Keep your pet’s vaccinations and parasite prevention up to date as recommended by your vet. The Practice is not responsible for any late or missed treatments. Missed or late treatments cannot be backdated. There will be no refunds issued for Plan benefits not used within the Plan year and goods and services cannot be claimed after the end of the Plan year during which they were due.  
    5. Request parasite treatments (these will not be automatically processed by the Practice). We require 3-5 working days’ notice for treatment requests. Prescription requests are monitored Monday to Friday, and requests will not be processed on weekends or Bank Holidays. Delays are likely during festive periods.  
    6. Ensure your bank or building society is authorised to have direct debits set up. The Practice is not responsible for cancellations outside of its control (such as banks or building societies declining the direct debit set up).  
    7. Ensure all Plan direct debits are paid on time. We may contact you for payment for any missed direct debits, and these must be paid within 5 working days. You may also be charged a missed payment administration fee by the direct debit administrator. If you default on a monthly payment or you fail to bring any missed payments up to date, the Practice may at its absolute discretion cancel the Plan. You may be required to pay a cancellation fee as a result (see section 6).
  6. CANCELLATIONS
    1. The Plan represents a contract between you and the Practice. If you change your mind, you may cancel this contract by contacting the Practice or HSL   in writing within 14 days from the day after the day on which your contract first starts (‘cooling off period’).  If you cancel within the cooling off period, you will be entitled to a refund of any sums you have paid to us in relation to the Plan in accordance with section 3.3, but we may deduct an amount which represents a fair proportion of the services already provided to you, based on the length of your membership and the value or cost of any treatments and services received up to the cancellation date. In the event this amount exceeds any refund due to you, we will require you to pay the difference to us.  
    2. After the cooling off period, if you would like to cancel the plan, please contact the practice in writing to enquiries@proactivepets.co.uk, giving no less than one month’s notice expiring on the last day for which payment has been made.  An early cancellation fee may apply, as set out in section 6.4.  Any direct debits that are currently processing may still be debited from your account. 
    3. You may cancel the Plan with immediate effect by giving the Practice notice in writing, if the Practice is in serious breach of the Plan terms or its general client terms and conditions (available at www.goddardvetgroup.co.uk/terms-and-conditions). 
    4. IF YOU CANCEL AT ANY TIME OTHER THAN THE ANNIVERSARY OF JOINING THE PLAN (AND OTHER THAN IN ACCORDANCE WITH SECTION 6.3) OR  IF THE PRACTICE TERMINATES THE PLAN IN ACCORDANCE WITH SECTIONS 1.10 OR 5.7, WE MAY CHARGE YOU FOR EITHER THE COST OF TREATMENTS AND SERVICES WHICH HAVE ALREADY BEEN USED UNDER THE PLAN (TO THE EXTENT THIS COST EXCEEDS THE AMOUNT ALREADY PAID UNDER THE PLAN AT THE DATE OF CANCELLATION), OR THE VALUE OF MONTHLY PAYMENTS DUE UNTIL THE ANNIVERSARY OF THE PLAN, WHICHEVER IS LOWER.  
    5. Cancellation fees must be paid within 7 days of being notified to you. You will be informed of the cancellation fee by email or post.  
    6. No refunds will be issued for unused portions of the Plan at the date of cancellation. 
    7. Paying the cancellation fee will not reinstate the Plan benefits. If the Plan is cancelled, the benefits can only be reinstated at the Practice’s discretion. Reinstatement must be requested by email within 7 days of the cancellation fee being processed. Please note, the Plan can only be reinstated once at the Practice’s discretion, and if cancelled again, there will not be an option for further reinstatement.  
    8. In the event your pet dies, your membership will be cancelled as soon as reasonably practicable subject to you notifying the Practice of the same. In that case, the Practice will discuss with you any outstanding amounts due from you under the Plan.
  7. VARIATION OF THESE TERMS
    These terms and conditions and any associated terms, including the Payment Administration Terms and Conditions, may be varied by the Practice on giving you at least one month’s notice.
  8. SEVERANCE
    If any provision of these and conditions are found to be invalid, unlawful or unenforceable by a court to any extent, such provision will to that extent be severed from the remaining provisions, which will continue to be valid to the fullest extent permitted by law. 

If you have any questions about the ProActive Pets Plan, please do not hesitate to contact us at enquiries@proactivepets.co.uk 

If you would like to make a complaint regarding the service you have received from HSL, this should be in writing to the address set out below or by e-mail to proactivepets@harlandsgroup.co.uk 

Harlands Services Group 
1st Floor 
Central Square South 
Orchard Street 
Newcastle Upon Tyne 
NE1 3AZ 

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