Complete Care Club Terms & Conditions

We don’t like long and boring legal stuff, but when joining the Complete Care Club you are accepting these terms and conditions. It is important to read them carefully, and please ask a member of the team if you have any queries.

If you would like a copy of these terms and conditions in another format, or larger print then please do not hesitate to ask a member of our team.

These terms and conditions and the membership application form (“Terms”) form the basis of our contract with you, the pet owner (“you”, “your”) and Beacon View Vets Limited (“us, we, our, the practice”) for the Complete Care Club (“plan”, “your plan”). Membership and benefits are not transferable to another practice.

  1. The Beacon View Complete Care Club is available for dogs, cats and rabbits only. It entitles you to receive the treatment, discounts, services and medication as outlined in the information leaflet and our website. It is important to note that the Complete Care Club is not an insurance policy but works alongside the benefits of an insurance policy to help reduce the cost of essential preventative healthcare.
  2. VetsDeliver is a home delivery subscription service designed to make it easier to protect your pet from parasites. Where your subscription includes delivery of parasiticides to your home via VetsDeliver, you will collect your first VetsDeliver pack from the practice when you join. Subsequent VetsDeliver packages will be sent by post.
  3. The plan and plan items may not be used for any animal other than the registered pet which is noted on the registration form.
  4. Your pet can still receive treatment outside the scope of the Complete Care Club, and this will be charged in accordance with the practice’s normal fees, terms and conditions.
  5. The fee for your pet will be determined by its species, age and weight.
  6. If Your pet is not vaccinated or is not up to date with its vaccination boosters, a £20 supplement is payable for restart vaccinations (cats and dogs only).
  7. Complete Care Club inclusions cannot be redeemed in conjunction with any other Beacon View Vets offer, unless stated.
  8. You are responsible for following our vets’ and nurses’ guidance, and for ensuring Your pet attends the practice regularly for the preventative healthcare checks which are included as part of your membership of the Complete Care Club. If we are unable to maintain your pet’s health because you haven’t followed guidance or attended the practice, we may need to terminate your membership.
  9. It is Your responsibility to ensure that we have your correct contact details.
  10. Whilst the practice will endeavour to send regular reminders to clients, it remains Your responsibility to present your pet for all elements of the plan at the appropriate time.
  11. If You fail to collect a product or redeem a service, that product or service is lost and cannot be backdated.
  12. We reserve the right to change any of the products included within the Complete Care Club with the assurance that the Plan will continue to cover essential healthcare needs.
  13. Lifetime medication discount is subject to clinical diagnosis and will be advised by one of Our veterinary surgeons.
  14. The plan may not be transferred either from Your pet to another pet, or from You to a third party.
  15. You must be over 18 years of age to register for the Complete Care Club.
  16. The included unlimited complimentary veterinary consultations, with one out our vets or vet nurses, is subject to a fair usage policy. In extreme circumstances we reserve the right to limit the number of complimentary consultations available to you if we deem the service to have been abused. The included consultations do not cover home visits, out of hours consultations, treatments or other professional fees. Consultations with external veterinary surgeons or veterinary service providers are also not included and referral fees may still be applied.
  17. Your Plan is a monthly contract and will continue month to month, until ended by You or Beacon View Vets. Your liability to pay the monthly fee continues until the contract is ended in accordance with these terms and conditions.
  18. Membership for each pet will renew automatically on the anniversary of the date that your pet joined the Complete Care Club.
  19. We will tell you in advance, in writing, if there is to be a change in membership fees on Your Plan anniversary date. We will always give you at least 30 days’ notice of any change in fees as a result of our annual review.
  20. Please note that it is a condition of the Complete Care Club that You are up to date with all payments due to the practice and You shall not be entitled to any plan essentials or benefits whilst there are sums owing by You to the Practice. If You fail to make any payments due under Your plan, we reserve the right to terminate the contract and charge You for treatments Your pet has had.
  21. 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 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 Complete Care Club membership will be cancelled automatically, and your pet will no longer receive the associated benefits and discounts.
  22. If your Complete Care Club membership is cancelled automatically because of failed direct debits, your account will be reviewed and you will be charged the full price of any products and services received during the course of your membership, minus any membership fees received to date.
  23. Ending our agreement / cancelling your membership:
    - You may cancel your membership on your anniversary date (which is the yearly anniversary of the date you joined) by giving us not less than two weeks’ notice.
    - If you cancel your membership before your yearly anniversary date, we will review your account and, where applicable, charge you retrospectively the full price of any products and services received during the course of your membership, minus any membership fees received to date.
  24. In the sad event that your pet is lost or deceased you should notify us to cancel your Plan.
  25. Your membership fees will be collected by Direct Debit on a monthly basis.
  26. We use Easy Direct Debits Limited to collect Direct Debits on our behalf, and your bank statements will show a payment to Easy Direct Debits on behalf of Beacon View Vets Limited. For the avoidance of doubt, your agreement is with Beacon View Vets Limited. Easy Direct Debits Limited merely provides support to the practice, which includes transferring your payments.
  27. The Practice reserves the right to alter these terms and conditions at any time.
  28. We take data privacy seriously and Your personal information will only be used in line with our Privacy Policy which is available on our website. We will never sell personal data. Easy Direct Debits Limited and Beacon View Vets will hold and use your personal data (as defined by UK data protection laws) for the purpose of administering your preventative healthcare plan.
  29. 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 Beacon View Vets Limited, Eastry Surgery, High Street, Eastry, Sandwich CT13 0HE or Easy Direct Debits Limited, 99 Holdenhurst Road, Bournemouth BH8 8DY.
  30. Both Beacon View Vets Limited and Easy Direct Debits 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.

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