Elizavet Pet Healthcare Plans Terms & Conditions

Important Information

The Elizavet Pet Healthcare Plan is a subscription-based preventative healthcare service. It is not pet insurance and is not intended to replace pet insurance. Separate pet insurance is recommended for unexpected illness, accident, emergency treatment and other costs not included within the Plan.

Please read these Terms and Conditions carefully before enrolling. By joining an Elizavet Pet Healthcare Plan, the Member agrees to these Terms and Conditions together with the applicable Plan Benefits Schedule.

1. Definitions

1.1 In these Terms and Conditions, the following definitions shall apply:

“Elizavet”, “we”, “us” or “our” means Elizavet Veterinary Clinic.

“Member”, “you” or “your” means the person who has enrolled a Pet onto an Elizavet Pet Healthcare Plan and who is responsible for payment of the Subscription Fee.

“Pet” means the individual animal named on the membership.

“Plan” means the Essential, Complete or Ultimate Elizavet Pet Healthcare Plan selected by the Member.

“Plan Benefits” means the veterinary services, preventative healthcare products, discounts and other benefits specifically included within the selected Plan.

“Plan Benefits Schedule” means Elizavet’s current published schedule setting out the services and benefits included within each Plan.

“Plan Year” means the 12-month period commencing on the date the Pet is enrolled onto the Plan and each subsequent 12-month renewal period.

“Subscription Fee” means the recurring amount payable for membership of the selected Plan.

“Surgical Benefit Security Payment” means an advance payment equivalent to six months of the applicable Subscription Fee which may be required before certain surgical benefits or surgical discounts may be used.

2. Nature of the Healthcare Plan

2.1 The Elizavet Pet Healthcare Plan is a subscription-based preventative healthcare service designed to assist Members with spreading the cost of routine and preventative veterinary care.

2.2 The Plan is not an insurance policy and is not intended to replace pet insurance.

2.3 Elizavet strongly recommends that Members maintain appropriate pet insurance separately to protect against unexpected illness, accident, emergency treatment, diagnostic investigations, hospitalisation, referral treatment and other veterinary costs that may not be included within the Plan.

2.4 Membership of a Plan entitles the Member to receive the benefits specifically included within the selected Plan, subject to these Terms and Conditions.

2.5 These Terms and Conditions, together with the applicable Plan Benefits Schedule, form the agreement between Elizavet and the Member.

3. Eligibility and Membership

3.1 Each Plan applies to one named Pet only.

3.2 Plan membership and Plan Benefits are personal to the named Pet and may not be transferred to another animal unless expressly agreed by Elizavet in writing.

3.3 The Pet must remain registered with Elizavet for the duration of Plan membership.

3.4 The Member must provide accurate and up-to-date contact, payment and Pet information.

3.5 Elizavet reserves the right to apply reasonable clinical or eligibility requirements to particular Plan Benefits.

3.6 Membership does not guarantee that any particular treatment, medication or procedure will be clinically appropriate for the Pet.

4. Plan Term and Renewal

4.1 Each Plan runs for a period of 12 months from the date membership commences.

4.2 The Plan is intended to continue until cancelled in accordance with these Terms.

4.3 Unless cancelled, the Plan may renew for a further Plan Year.

4.4 Elizavet may review the Subscription Fee and Plan Benefits before renewal.

4.5 Where there is a material change to the Subscription Fee or Plan Benefits, Elizavet will provide reasonable notice before the change takes effect.

5. Subscription Payments

5.1 Subscription Fees are normally payable monthly by Direct Debit or by another payment method approved by Elizavet.

5.2 The Member is responsible for ensuring that sufficient funds are available for each payment.

5.3 Where a payment is missed, declined, reversed or cancelled, Elizavet may suspend access to Plan Benefits until the account has been brought up to date.

5.4 Cancelling a Direct Debit does not constitute formal cancellation of the Plan.

5.5 A Member wishing to cancel must contact Elizavet in accordance with Clause 17.

5.6 Any veterinary treatment charges that are not included within the Plan remain payable separately.

6. Plan Benefits

6.1 The benefits available to the Member depend on whether the Pet is enrolled on the Essential, Complete or Ultimate Plan.

6.2 The applicable benefits are those set out in Elizavet’s current Plan Benefits Schedule.

6.3 Plan Benefits:

1. have no cash value;
2. may not be exchanged for cash;
3. may not normally be transferred between Pets;
4. may not normally be carried forward into a future Plan Year; and
5. may only be used in accordance with the conditions applicable to the selected Plan.

6.4 Where a benefit is limited to a specified number per year, the allowance applies during the relevant Plan Year only.

6.5 Unused Plan Benefits are not refundable.

6.6 Unless expressly stated otherwise, benefits may only be redeemed at Elizavet.

7. Clinical Judgement

7.1 All veterinary treatment remains subject to the professional and clinical judgement of the attending veterinary surgeon.

7.2 Inclusion of a treatment or procedure within a Plan does not oblige Elizavet or any veterinary surgeon to perform that treatment where it is considered:

1. clinically inappropriate;
2. unnecessary;
3. unsafe; or
4. contrary to the welfare or best interests of the Pet.

7.3 Where an alternative treatment is clinically recommended, additional charges may apply.

8. Surgical Procedures and Surgical Benefit Security Payment

8.1 Where a Member wishes to redeem an included surgical procedure or use a Plan-specific surgical discount, Elizavet may require payment of a Surgical Benefit Security Payment equivalent to six months of the Member’s current Subscription Fee.

8.2 The Surgical Benefit Security Payment must be paid before the relevant procedure is booked or performed unless Elizavet agrees otherwise.

8.3 The Surgical Benefit Security Payment is intended to protect Elizavet where a high-value Plan Benefit is redeemed before sufficient Subscription Fees have been paid.

8.4 The Surgical Benefit Security Payment will be treated as an advance payment towards sums properly due under the Plan and will not be treated as an additional arbitrary fee.

8.5 Redemption of a surgical benefit may require the Member to continue paying for the Plan until the applicable renewal date, subject to the early cancellation provisions contained in Clause 9.

8.6 Where additional treatment is required that falls outside the advertised surgical benefit, those additional costs will be payable separately.

8.7 Where reasonably possible, any additional foreseeable charges will be discussed with the Member before treatment proceeds.

9. Redemption of Benefits and Early Cancellation

9.1 The monthly Subscription Fee is designed to spread the cost of Plan Benefits across the Plan Year.

9.2 Individual monthly payments should not be regarded as purchasing individual treatments on a month-by-month basis.

9.3 Where a Member redeems Plan Benefits and subsequently cancels before the end of the current Plan Year, Elizavet may calculate an Early Cancellation Adjustment.

9.4 An Early Cancellation Adjustment may apply where the value of the Plan Benefits already redeemed exceeds the total Subscription Fees paid at the date of cancellation.

9.5 The adjustment shall not exceed the lower of:

1. the difference between the normal Elizavet retail value of the Plan Benefits already received and the Subscription Fees already paid; or
2. the remaining Subscription Fees that would otherwise have become payable up to the Member’s next renewal date.

9.6 Where the value of the Plan Benefits redeemed is less than or equal to the Subscription Fees already paid, no benefit-recovery payment will ordinarily be required.

9.7 The purpose of this provision is to prevent a Member from obtaining substantial Plan Benefits, treatments or discounts and immediately cancelling membership before paying an appropriate proportion of the Plan cost.

9.8 Any amount properly due under this clause must be paid within the period specified by Elizavet.

10. Surgery, Dental and Other Procedural Benefits

10.1 Where a Plan includes neutering, dental treatment or another procedure, only the elements specifically described within the Plan Benefits Schedule are included.

10.2 Additional charges may apply for matters including, but not limited to:

1. additional medication;
2. laboratory testing;
3. additional diagnostic imaging;
4. treatment of unexpected findings;
5. additional dental extractions;
6. extended hospitalisation;
7. additional anaesthesia or monitoring requirements;
8. treatment of complications;
9. referral treatment; and
10. any service not expressly included within the Plan.

10.3 Any surgical pricing or discount advertised within a Plan applies only to the procedure specifically described.

11. Consultations

11.1 Where a Plan includes unlimited veterinary consultations, this means eligible consultations taking place at Elizavet during the applicable Plan Year.

11.2 Unlimited consultations are subject to:

1. reasonable use;
2. clinical necessity;
3. appointment availability;
4. practice opening hours; and
5. Elizavet’s normal appointment procedures.

11.3 An included consultation does not mean that any treatment arising from the consultation is automatically included.

11.4 Unless expressly specified in the applicable Plan, the following remain chargeable:

1. medication;
2. diagnostic testing;
3. laboratory fees;
4. imaging;
5. hospitalisation;
6. procedures;
7. surgery;
8. referral treatment; and
9. external or out-of-hours services.

12. Vaccinations and Preventative Treatment

12.1 Vaccinations and boosters will be provided according to the Pet’s individual clinical requirements and Elizavet’s vaccination protocols.

12.2 Where flea, worm or other preventative treatment is included or available as an additional subscription option, the product and frequency supplied will be determined by Elizavet according to factors including:

1. species;
2. weight;
3. age;
4. health status; and
5. clinical need.

12.3 Preventative medicines may not be accumulated indefinitely, transferred to another animal or exchanged for cash.

13. Microchipping

13.1 Where microchipping is included within the Plan, the benefit applies to the enrolled Pet only.

13.2 The Member remains responsible for ensuring that microchip registration information is accurate and kept up to date with the appropriate database provider.

14. Animal Health Certificates and Pet Travel

14.1 Where Animal Health Certificates are included within a Plan, the Member may receive up to the number specified within the applicable Plan Benefits Schedule.

14.2 The Pet must satisfy all applicable legal and veterinary requirements before an Animal Health Certificate can be issued.

14.3 Additional vaccinations, blood tests, parasite treatments, documentation or other travel requirements are not included unless expressly stated.

14.4 The Member is responsible for checking the current entry and travel requirements applicable to the destination country.

14.5 Issue of an Animal Health Certificate by Elizavet does not guarantee entry into another country.

15. Priority Appointments and Insurance Claim Support

15.1 Where a Plan includes priority or same-day consultation access, Elizavet will use reasonable efforts to offer an appropriate appointment subject to:

1. clinical urgency;
2. appointment availability;
3. staffing levels; and
4. normal opening hours.

15.2 Emergency patients will always be prioritised according to clinical need.

15.3 Where insurance or direct-claim assistance is included, this benefit relates to administrative assistance only.

15.4 Elizavet is not responsible for determining whether an insurer will accept or pay a claim.

15.5 The Member remains responsible for all veterinary fees where an insurer declines or only partially settles a claim.

16. Changes to Plans, Prices and Benefits

16.1 Elizavet may review and amend its Plans periodically.

16.2 Changes may be made for reasons including:

1. increases in veterinary or operating costs;
2. medication or supplier changes;
3. changes to clinical guidance;
4. changes in legislation or regulation;
5. changes to available veterinary services; and
6. changes necessary to ensure the Plan remains commercially sustainable.

16.3 Where a proposed change materially affects an existing Member’s Subscription Fee or benefits, Elizavet will provide reasonable advance notice wherever practicable.

16.4 Where a material change substantially reduces the benefits available or increases the cost during the current Plan Year, the Member will be given a reasonable opportunity to cancel before the change takes effect.

16.5 Any cancellation will remain subject to sums properly due in respect of Plan Benefits already redeemed.

16.6 Elizavet may make immediate or shorter-notice changes where reasonably necessary because of:

1. legislation;
2. regulatory requirements;
3. medicine or product availability;
4. product recalls;
5. clinical safety; or
6. animal welfare.

17. Cancellation by the Member

17.1 Members may request cancellation by contacting Elizavet.

17.2 Cancellation of the payment instruction alone does not cancel membership.

17.3 Where no benefits exceeding the value of Subscription Fees paid have been redeemed, cancellation will normally take effect in accordance with the notice provided by Elizavet.

17.4 Where Plan Benefits have already been redeemed, the provisions of Clause 9 may apply.

17.5 Any outstanding veterinary treatment charges remain payable irrespective of cancellation.

17.6 Any applicable statutory cancellation or cooling-off rights are unaffected.

18. Cooling-Off Rights

18.1 Where applicable law provides the Member with a statutory cancellation period, Elizavet will honour that right.

18.2 Where the Member expressly requests that services or Plan Benefits begin during a statutory cooling-off period, the Member may be required to pay for services already supplied where permitted by law.

18.3 Nothing in these Terms limits any statutory rights available to the Member.

19. Upgrading or Downgrading a Plan

19.1 Members may request to move to a different Plan tier.

19.2 Elizavet may allow upgrades to take effect immediately or from another agreed date.

19.3 Where an upgrade provides access to a significantly higher-value benefit, Elizavet may require:

1. an additional payment;
2. a waiting period;
3. a Surgical Benefit Security Payment; or
4. another reasonable adjustment before the new benefit may be redeemed.

19.4 Downgrades will normally take effect from the next renewal date unless Elizavet agrees otherwise.

19.5 Benefits already redeemed may be taken into account when determining any amount due.

20. Exclusions

20.1 Unless expressly listed as included within the selected Plan, the Plan does not cover:

1. accidents;
2. illness treatment;
3. emergency treatment;
4. hospitalisation;
5. diagnostic investigations;
6. prescription medication;
7. specialist treatment;
8. referral treatment;
9. external laboratory charges;
10. out-of-hours charges;
11. prescription diets; or
12. any veterinary service not specifically stated as a Plan Benefit.

20.2 Plan Benefits may not be applied retrospectively to treatment received before membership commenced.

20.3 Plan Benefits may not normally be combined with other Elizavet discounts, vouchers, promotional offers or packages unless expressly agreed.

21. Appointment Cancellations and Non-Attendance

21.1 Members remain subject to Elizavet’s normal appointment cancellation and non-attendance policies.

21.2 Elizavet reserves the right to charge a missed appointment fee where applicable.

21.3 Repeated misuse of included consultations or repeated failure to attend appointments may be treated as misuse of the Plan.

22. Death or Rehoming of a Pet

22.1 If the enrolled Pet dies, the Member should notify Elizavet as soon as reasonably practicable.

22.2 Elizavet will then arrange for future subscription payments to cease, subject to any treatment charges or other sums already properly due.

22.3 If a Pet is rehomed or sold, the Plan will not automatically transfer to the new owner.

22.4 The Member should contact Elizavet to discuss cancellation or alternative arrangements.

23. Suspension or Cancellation by Elizavet

23.1 Elizavet may suspend or cancel a Plan where:

1. Subscription Fees remain unpaid;
2. the Member repeatedly breaches these Terms;
3. Plan Benefits are used fraudulently or dishonestly;
4. the Plan is deliberately misused;
5. false or misleading information has been provided;
6. there is serious, threatening or abusive conduct towards Elizavet staff; or
7. continued membership is otherwise unreasonable due to a serious breach of the membership arrangements.

23.2 Where reasonably practicable, Elizavet will provide notice before cancelling membership.

23.3 Immediate suspension or cancellation may occur where necessary for staff safety, animal welfare or suspected fraud.

24. Pet Insurance

24.1 The Elizavet Pet Healthcare Plan is not pet insurance.

24.2 The Plan is principally intended to support routine and preventative healthcare.

24.3 The Plan does not provide general financial protection against unexpected veterinary costs.

24.4 Elizavet recommends that Members maintain suitable pet insurance in addition to Plan membership.

25. Personal Information

25.1 Elizavet will process personal information in accordance with its Privacy Notice and applicable data protection law.

25.2 The Member is responsible for keeping their contact information and payment details up to date.

25.3 Veterinary records relating to the enrolled Pet will be maintained in accordance with applicable professional and legal requirements.

26. Liability

26.1 Nothing in these Terms excludes or restricts any liability which cannot lawfully be excluded.

26.2 Nothing in these Terms affects the Member’s statutory consumer rights.

26.3 Veterinary services will be provided with reasonable care and skill and in accordance with applicable professional standards.

27. Complaints

27.1 Any complaint relating to the administration of a Plan should be directed to:

27.2 Elizavet will aim to investigate and respond to complaints fairly and within a reasonable period.

27.3 Complaints concerning clinical treatment will be handled under Elizavet’s clinical complaints procedure.

28. General Terms

28.1 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue to apply.

28.2 A failure by Elizavet to enforce a provision on one occasion does not prevent Elizavet from enforcing it subsequently.

28.3 No person other than the Member and Elizavet shall ordinarily have any right to enforce these Terms.

28.4 Headings are included for convenience and do not affect interpretation.

29. Governing Law

29.1 These Terms and Conditions are governed by the laws of England and Wales.

29.2 Nothing in this clause removes any mandatory consumer rights available to a Member according to their place of residence.

Member Acknowledgement

Please retain a copy of these Terms and Conditions for your records.