Terms and conditions of Health plan membership

The definition of the terms

​Terms and conditions of veterinary services which together with our privacy policy, terms and conditions of veterinary services and terms and conditions of website use govern Zoomies Mobile Vet Care Ltd relationship with you in relation to this website and Terms and conditions. The term ‘Zoomies Mobile Vet Care Ltd ’ or ‘us’ or ‘we’ refers to the owners of the website and the business. The term ‘you’ refers to the user or viewer of our website. We may abbreviate our company name to “Zoomies MVC” throughout out terms and conditions.

 

What do the terms and conditions cover

​These are the terms and conditions on which you may join and use our internal practice Health Plans. 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 our Health Plan services you accept and agree to be bound and abide by these terms.

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Health plans

​A health 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.

Your subscription is specific to your pet identified in your membership. When you apply to join the health plan we will identify your pet based on your registration details and pets’ breed standards. Your subscription is specific to that pet and cannot be used for any other pet or transferred to another pet. You also confirm that you are the legal owner of the pet and you wish to join into a 12 month contractual agreement for the membership. By accepting our services and treatments you are agreeing to all of our practices terms and conditions.

You must be at least 18 years of age to enter into this agreement.

The veterinary services and benefits that you will receive depend on your chosen plan.

The veterinary services and benefits are bound to the chosen plan. It will include two consultations every year (Half yearly, of which one will include vaccinations as detailed below), up to a 12 month supply of flea and worming treatment dispensed in 6 monthly intervals.

The health plan also includes primary vaccination course and/or annual booster vaccinations (including kennel cough vaccine for dogs).

Nail clipping and anal glands expression is included only if performed during a wider visit. If a visit is required only for one of these services, it will be chargeable at our normal rates.

The health plan available to your pet will be based on their species and their expected matured adult weight based on their breed. If your pet’s weight changes and as a result it moves into a higher or lower weight threshold, we will contact you to amend your plan and you may be charged higher or have reduced future fee accordingly.

We do not offer group discounts to multiple pets in a single household on any of our health plans.

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.

We may make changes to the wording of the T&Cs in order to better our services. It may not always be possible to notify you of these changes if they are made during your mid-year plan as each customers plans will be on different dates.

You are responsible for following our vets’ and nurses’ guidance, and for ensuring your pet is booked in for a home consultation for the preventative healthcare checks which are included as part of the Health Plan. If we are unable to maintain your pet’s health because you haven’t followed guidance or arranged a home visit consultation with us we may need to terminate your membership. Termination would be in writing (Either email, text, whatsapp message or letter) as outlined below, and with immediate effect.

Zoomies MVC will not be responsible for any missed appointments or medications not fully utilised in each health plan. Where we experience delays in the provision of the Services to you for reasons beyond our control (Such as staff illness or supplier medication shortages) we will do what we reasonably can to minimise these delays and accommodate you and your Pet as appropriate. However, we will not be liable to you for a failure to deliver the services in these circumstances.

 

Term of your subscription

​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. Each 12-month period being referred to in these terms as a “contract year”. This applies to health plans paid monthly or annually.

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Your rights to end your subscription

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

If you join any of our Health plans, you have a legal right to change your mind and cancel your subscription immediately within 14 days of the date your contract started. If you have received any services or treatments included in the Health Plans, you will need to pay the outstanding balance priced by our usual charge out rate minus the price already paid.

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. As each health plan is for a 12-month contract period, you will be liable to pay the remaining months of the health plan which are outstanding, regardless of whether you have received 12 months of services and/or treatments. It will be at the practices discretion if an alternative amount is payable.

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 14 days before the end of your contract year.

​Ending your subscription where your pet has died

Your health plan subscription will end immediately if your pet dies.

If you have any unused medications, we are not able to return you for this but we can help dispose of them on your behalf.

If you are on one of our annual health plans, depending on the plan type and services and treatments already provided,  Zoomies MVC will have sole discretion to determine if any amount is due to be refunded to you.

 

How to end your subscription

​You must tell us that you would like to end your subscription by email or phone call at least 14 working days before you wish to cancel. Please provide your name, home address, details of your pet, phone number,  your email address and the reason you would like to end your subscription.

Our rights to end your subscription

Ending your subscription because of something you have done or not done, 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 your pet ceases to be registered with our practice;

• 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 pet has passed away

• If you have violated any of our practice terms and conditions

Ending your subscription in any other circumstances.

We may end your subscription at any time for any other reason which we deem appropriate. We will write to you to let you know at least 30 days before the contract ends and will let you know if there is any outstanding balance which is to be paid.

  

Price and payment

​You must pay the price for your subscription in advance in monthly instalments or in a single annual payment, dependent on your choice of plan.

If you have chosen to pay in monthly instalments, you must pay the price for the first month to us by bank transfer, debit card, credit card or cash when we accept your application. After that, you must pay the price for each month to us by direct debit only. We are unable to accept any other form of regular payments. We will provide you with a direct debit mandate (or a link to set up your direct debit online) when you apply to join any of the Health Plans. You must let us know about any changes to your direct debit details at least 14 days before your next payment is due.

Annual health plan payments can be made by cash, bank transfer, debit card or credit card.

Failed Direct Debit payments, e.g. because of a lack of available funds, cause a significant increase in administration costs for the practice. We reserve the right to charge an administration fee of £5.00 for each failed payment. This administration charge will be added to your account.

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, a second administration charge may be added to your account. 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 Health plan membership will be cancelled automatically and your pet will no longer receive the associated benefits and discounts.

If your Health plan membership is cancelled automatically because of failed direct debits, your account will be reviewed and you will be charged the appropriate number of failed direct debit payment fees and the outstanding balance of your membership without receiving further service or treatments.

If any outstanding balance has still not been received after reinstating the direct debits or arranging a payment plan which has not been fully received, we reserve the right to escalate the matter to higher authorities. All costs associated with engaging another party (such as small claims courts or debt collectors) will be payable be the customer.

We may increase or decrease the price of your chosen plan. We may do so annually when your subscription automatically renews, or if the prices of supplying veterinary treatments changes out of our control during your contractual period. We 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 14 days before the date that the change will take effect.

When to sign up to a health plan

In order to provide the services and treatments included in our health plans, you and your pet must be registered clients of the practice.

A veterinary surgeon of the practice must have provided a health check examination on your pet for them to be under our care. Once they are under the care of our practice, they will then be eligible to join one of our health plans.

A plan can be joined at any time to existing clients, however we recommend the annual fee to be aligned when your pets annual vaccinations are due as one of the plan visits is for annual vaccinations.

If you would like to join a monthly health plan after an initial visit, it is not possible to refund you for the services and treatments provided on the initial visit if you change your mind. You may join the monthly plan going forward, or we may honour your pet to join an annual plan by paying the difference of the annual plan fee less what you have already paid (excluding any home visit fees) however this is at the practice manager and/or vets discretion.

 

How we use your information

​Vetsuccess Limited and Zoomies Mobile Vet Care Ltd will hold and use your personal data (as defined by UK data protection laws and GDPR regulations) for the purpose of administering your preventative healthcare plan.

Both Zoomies Mobile Vet Care Ltd and Vetsuccess Ltd 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 Zoomies Mobile Vet Care Ltd, or Vetsuccess, The Chocolate Factory, Keynsham, Bristol, England, BS31 2AU

Vetsuccess Limited is a company registered in England and Wales with company number 09633942 whose registered office is at The Chocolate Factory, Keynsham, Bristol, England, BS31 2AU

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​Complaints

If you have any cause or reason to complain about your current health plan, please see our complaints policy on our website for details on how to make a complaint. These can also be provided to you upon request.

 

We may make changes to these terms

​We may amend these terms from time to time, and it may not be possible to notify you until your membership renews due to each pet having different renewal dates. 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 17th December 2025.