Terms of Subscription to Pet Health Club® and Pet Health Club Plus

Terms of Subscription to Pet Health Club®

Welcome to IVC’s Pet Health Club®! Pet Health Club® is our subscription service under which you will receive a bundle of veterinary healthcare benefits from your IVC veterinary practice.

Updated Terms of Subscription

The following Pet Health Club® Terms of Subscription apply:

From 1st October 2025: to all new Pet Health Club® subscriptions starting on or after this date.
From 1st November 2025: to all Pet Health Club® subscriptions that began before 1st October 2025.

Until 31st October 2025, the current terms of subscription for Pet Health Club® and Pet Health Club® (including the additional terms applicable to Pet Health Club® Plus plans) will continue to apply to subscriptions that started before 1st October 2025 – the current terms are available at the bottom of this page.

TERMS OF SUBSCRIPTION TO PET HEALTH CLUB® - FOR SUBSCRIPTIONS STARTING ON OR AFTER 1^ST OCTOBER 2025

Please read these Pet Health Club® terms of subscription (“terms”) carefully as they contain details about how Pet Health Club® subscriptions work, the enrolment process, contract term and cancellations, payment information, what’s included and what’s not and other important information.

What you need to know	Details
Subscription type	Annual subscription plan with monthly payments.
Contract length	12 months, automatically renews each year for another 12 months unless you cancel. Each 12-month period is a contract year.
Early Cancellation	A £60 cancellation fee applies if you end your subscription before the end of your contract year – unless you’re cancelling for specific reasons, such as during the 14-day cooling off period or your pet dies. See clauses 6 and 7 for more information.
Our veterinary practices	You must register your pet at one of our participating veterinary practices to receive your Pet Health Club® services and benefits. Find a participating practice here. The participating practice at which your pet is registered will be your registered practice.
Your services and benefits	The Pet Health Club® services and benefits you’ll receive depends on the Plan you choose. See our Plans here. Please make the most of your subscription as you won’t receive a refund for unused services and benefits.

1. Terms and Conditions

What these Terms cover. These are the terms and conditions on which you may join and use Pet Health Club®. Pet Health Club® is a subscription service under which you will receive a bundle of veterinary healthcare benefits from your registered practice. These terms apply to all types of Pet Health Club® plan and additional terms also apply to Pet Health Club® Plus plans, as detailed below. 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 Pet Health Club®, you accept and agree to be bound and abide by these terms. If you do not agree to these terms, you must not join or use Pet Health Club®.

2. Information about us and how to contact us

2.1 Who we are. We are Independent Vetcare Limited, trading as Pet Health Club® to provide our Pet Health Club® subscription scheme. We are part of the IVC Evidensia group of companies, together with all of the participating practices and VetSuccess Limited. VetSuccess Limited acts as our agent to process your payments of subscription fees by Direct Debit and provide customer support services. If you have any questions or issues, please contact our Customer Support Team using the contact details below or ask our staff at your registered practice.

2.2 Our company details. Our company details are as follows:

Company Name	Independent Vetcare Limited, trading as Pet Health Club.
Registered Address	The Chocolate Factory, Keynsham, Bristol, BS31 2AU
Place of Registration	England and Wales
Company Number	07746795
VAT Number	115141658

How to contact us. You can contact our Customer Support Team by post, email or telephone as follows:

Address	Pet Health Club®, The Chocolate Factory, Keynsham, Bristol, BS31 2AU
Email	info@pethealthclub.com
Telephone	01225 489821

2.3 How we may contact you. We will usually contact you by email although we may get in touch via SMS, WhatsApp, post or phone call if we need to. Please note it is your responsibility to keep your contact details (such as email address, home address, and phone number) up to date throughout your subscription. If you don’t, you may miss important information about your subscription. If we contact you by email or text, we’ll treat you as notified as soon as the message is sent, provided we use the most recent details you’ve given us. We’re not responsible for any issues caused by incorrect or outdated contact details. Updating your details is easy—just contact our Customer Support Team or your registered practice.

3. Our contract with you

3.1 Pet Health Club® is only available for pets that are registered at a participating practice. A list of our participating practices is available on our website. By signing up to this subscription, you confirm that you are at least 18 years old and that the pet you are registering is legally owned by you. You acknowledge that we reserve the right to cancel the service without refund if it is found that either of these conditions is not met.

3.2 You can apply to join Pet Health Club® in a participating practice or online at our website. Your subscription with Pet Health Club® is a contract between you and Independent Vetcare Limited and is subject to these terms. Our contract with you comes into existence, and your subscription starts, when we confirm acceptance of your application. This confirmation may be provided by email to the address you supplied, by letter sent to your postal address, or handed to you in person at your registered practice. If you are unable to join Pet Health Club® either online or at a participating practice for accessibility reasons, please contact our Customer Support Team for assistance.

3.3 You are responsible for registering your pet at a participating practice. This is a separate and essential step that must be completed in order to access the services and benefits of your Pet Health Club® subscription. If your pet is not already registered with a participating practice, you must select one and apply to register your pet with them within 30 days of us accepting your application to join Pet Health Club®. The veterinary services provided to you (as part of Pet Health Club® and otherwise) will also be governed by separate terms and conditions and policies (details are available from practice staff and on the practice website), so please read them carefully before you agree to register with the veterinary practice. On rare occasions a particular participating practice may not accept your registration. If this happens, please contact our Customer Support Team for assistance. For more information about your rights and our rights to cancel the contract if you’re unable to find a participating practice, please refer to clauses 6 and 9 of these terms.

3.4 If you jointly own your pet and your co-owner has registered them with the registered practice, we may, at our discretion, permit the co-owner (“registered owner”) to use the services and benefits of your Pet Health Club® subscription in relation to your pet. By signing up, you agree and authorise us to:

(a) make the services and benefits of your Pet Health Club® plan available to the registered owner for the benefit of your pet; and

(b) share relevant details of your subscription with the registered owner (including your subscription status and details of payments due) to the extent necessary for us to deliver the Pet Health Club® services and to manage and administer your subscription.

Use by the registered owner of your Pet Health Club® plan services and benefits will be subject to these terms. You will be responsible to us for ensuring their compliance with these terms together with any costs and charges arising in connection with their use of your Pet Health Club® plan services and benefits. If ownership of your pet changes, or if you no longer wish the registered owner to access the services and benefits of your Pet Health Club® plan, you must notify us as soon as possible. Upon receiving your notification, we will advise you of your available options, which may include transferring or cancelling your subscription, and we will inform you of any applicable costs or implications.

3.5 You are responsible for ensuring your pet attends your registered practice regularly for health checks, vaccinations and parasite control and that you comply with the advice and treatment your veterinary practice prescribes. It is important to note that all pets are different and the veterinary practitioners in your registered practice will advise you what procedures your pet should and should not have. The veterinary practitioners will not take responsibility for any decisions you make contrary to their advice.

3.6 You are responsible for using your Pet Health Club® services and benefits. Please note that no refunds will be issued for any services or benefits that are unused during the term of your subscription, regardless of the reason. You should familiarise yourself with your registered practice's opening hours, booking procedures and cancellation policies, and ensure you comply with them. If you miss an appointment without cancelling in accordance with the relevant policy, your registered practice may treat that missed appointment as a redeemed service or benefit under your subscription.

4. Pet Health Club®

4.1 Pet Health Club® is a preventative pet healthcare plan. It is NOT A PET INSURANCE POLICY or intended to be a replacement for a pet insurance policy. We recommend that our clients take out appropriate pet insurance for their pet with a reputable insurer. We do not provide pet insurance or arrange pet insurance for our clients.

4.2 Your subscription is specific to your pet identified in your application. When you apply to join Pet Health Club® you will be asked to identify your pet. Your subscription is specific to that pet and cannot be used for any other pet or transferred to another pet.

4.3 The veterinary services and benefits that you will receive depend on your chosen plan. These are limited to the routine preventative healthcare treatments and discounts set out in the published details of the plan. We will provide you with details of the plans available when you register to join Pet Health Club®. Your subscription does not include any of the following:

(a) The cost of consultations that may or may not precede clinical treatment (although please see the additional terms for Pet Health Club® Plus plan below); (b) Any treatment, drugs, medications or general health improvers (such as, but not limited to, vitamins or ‘nutraceuticals’) that is not expressly included in the published details of the plan that is deemed clinically necessary by your registered practice in the event of illness (short-term or long-term) and injury; (c) Any food products (including, but not limited to, prescription and special dietary food); (d) Treatment provided by your registered practice outside of normal surgery hours and/or outside of the surgery; and (e) Any treatment that continues after your subscription has been cancelled.

4.4 Veterinary services under your subscription will be provided by your registered practice. If you have any questions about or issues with your pet's health or the care they have received, you should speak to your registered practice directly and they will be able to assist you. You will not be required to pay the practice for those veterinary services covered under your subscription (up to any limits set out in your chosen plan). You will be responsible for paying your registered practice directly for veterinary services not included in your subscription.

4.5 Changing your registered practice. We may at our discretion agree to change your registered practice to another practice. If you are moving house and wish to change your registered practice, please contact our Customer Support Team. They can assist you in finding an alternative practice. If no suitable alternative is available, you may cancel your subscription in accordance with clause 6.3 (please note that cancellation charges may apply). If your registered practice no longer participates in Pet Health Club®, we will let you know and provide details of alternative participating practices in your area and your rights to cancel your subscription.

4.6 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, for example, we may add an additional vaccination to the plan you have selected or we may remove a procedure or service which is no longer recommended for pets such as yours or no longer available for other reasons. If the change we are making will remove or substantially reduce or change a service or benefit that was included in your plan, 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. Please see clauses 6 and 7 for information about your cancellation rights.

5. 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 included within your plan over a 12-month period. Your subscription starts when we or the relevant practice confirms to you that we have accepted your application to join Pet Health Club® and continues for a 12-month period and then automatically renews for successive 12-month periods (each 12-month period being referred to in these terms as a contract year), subject to your and our rights to terminate the contract and your right to elect for it to not be renewed. Please note that we will contact you when your subscription is due to automatically renew and you will have a period of time, as communicated to you, in which to elect to cancel that renewal.

6. Your rights to end your subscription

6.1 Ending your subscription during the "cooling-off" period. If you apply to join Pet Health Club® online or by telephone, you have a legal right to change your mind and cancel your subscription immediately by giving us written notice in accordance with these terms within 14 days of the date after the day when we send you an email, letter or SMS confirming that we have accepted your application. If you cancel your subscription during the cooling-off period, we will (subject to clause 7.4 below) take no further subscription fees AND we will refund any subscription fees that you have already paid. HOWEVER, please note that if you have used any services or benefits prior to us receiving notice of your cancellation and: (a) if the value of the veterinary services and discounts that you have received during the cooling off period is less than the amount that you have already paid us for subscription fees since the start of your contract year, we will refund the difference to you; and (b) if the value of the veterinary services and discounts that you have received during the cooling off period is more than the amount that you have already paid us in that contract year, we reserve the right to deduct the value from your refund and charge you the excess up to an additional £60.

6.2 Ending your subscription if your pet is not registered with a practice within 30 days. You can end your subscription by giving written notice in accordance with these terms if your pet is not accepted for registration at a participating practice and you are unable to get your pet registered at a practice that is a reasonable distance from your home within 30 days of us accepting your application to join Pet Health Club™. We will take no further payments for the subscription and we will refund any subscription fees that you have already paid for that subscription.

6.3 Ending your subscription because you no longer wish to maintain your subscription. You can end your subscription at any time during the term of your subscription (for example because you are no longer the legal owner of your pet or because you simply no longer want the service) by giving written notice in accordance with these terms. A CANCELLATION FEE OF £60 will be due and payable immediately upon cancellation of the subscription taking effect as will the amount of any outstanding subscription fees which relate to the period up to and including the date of the cancellation.

6.4 Ending your subscription if you do not want it to automatically renew. We will tell you about any changes to the nature and extent of the services and benefits that will be included and any changes to the price and any other key terms of the contract that will apply during the renewal term at least 30 days prior to the date of renewal. If you do not want your subscription to automatically renew at the end of a contract year, please contact our Customer Support Team to let us know. Please note that if you give us notice of your decision to cancel the renewal too close to the date when your next direct debit payment is due to be paid, we may not be able to stop that payment in time (please see clause 7.4 for what to do if this happens).

6.5 Ending your subscription for other reasons. You can end your subscription at any time by giving written notice:

(a) where your pet has died; (b) if your registered practice closes permanently or endures a Force Majure Event for more than 2 months during the term of your subscription and a suitable alternative practice is not available; (c) we or your registered practice make(s) a substantial change to the nature or extent of the services or benefits being provided under your Plan and the change is detrimental to you or your pet (this right would not apply if the change is made to reflect a change in the law or is a minor, technical change such as a change in the practice's opening hours); (d) we increase your monthly subscription fee part way through your then-current contract year; (e) we make a substantial change to these terms or to the terms on which the registered practice provides veterinary services to you and that change is detrimental to you as the customer.

If you end your subscription in any of these circumstances (subject to clause 7.4) you won't pay any further monthly fees. However, we do not refund any subscription fees you paid prior to giving notice to terminate.

6.6 Ending your subscription for material failure. You can end your subscription at any time by giving us written notice (which must set out full written details of the failure) if your registered practice materially fails to provide the benefits and services to which you are entitled under your Pet Health Club® plan to a reasonable standard of care, and does not remedy that failure within 30 days of written notice from you in which you set out the nature of the failure.

7. Consequences of ending your subscription.

7.1 When the termination or non-renewal of your contract takes effect, you can no longer use or access the services or benefits. You will no longer be entitled to any of the benefits or discounts under your subscription when it ends.

7.2 When your subscription ends (for any reason) you have no further obligation to pay monthly payments BUT YOU MAY INCUR OTHER CHARGES depending on the reasons for and circumstances of your subscription terminating OR YOU MAY BE ENTITLED TO A REFUND of some amounts you have already paid as explained in clauses 6 and 9 of these terms.

7.3 Ending of your subscription and your contract with us does not automatically end your registration and contract with your practice. You may still access veterinary services at your registered practice, including treatments which were previously covered by your Pet Health Club® subscription by paying the practice’s standard prices. Your rights to end your registration and contract with your practice depends on the terms of that contract.

7.4 Timing of termination or cancellation. If you or we terminate or cancel your subscription in accordance with the terms of this contract at a date which is close to the date when a direct debit is due to be taken from your account, the amount due to be taken may go ahead. If the nature of the termination or cancellation is such that you were not liable for further monthly payments, this amount will be refunded to you, less any amounts which are owed to us by you at that time.

8. How to end your subscription

8.1 You must tell us that you want to end your subscription by calling or giving written notice to the Customer Support Team or by email to your registered practice. The end of your subscription will take effect when we receive your request to cancel and we will contact you to acknowledge receipt and confirm the date the subscription ended. If you do not hear from us within a few days, please contact our Customer Support Team by email or telephone. When telling us you want to end your subscription, please provide your name, home address, details of your pet, details of your registered practice and, where available, your phone number and email address.

8.2 Please DO NOT CANCEL YOUR DIRECT DEBIT with your bank to end your subscription. If you do, we may treat this as a request to cancel your subscription under clause 6.3 and a £60 CANCELLATION FEE will be due and payable immediately.

9. Our rights to end your subscription

9.1 Ending your subscription if you don’t or are unable to register your pet with a participating practice. We can end your subscription immediately if your pet is not registered at a participating practice and you don’t or are unable to do so within 30 days of us accepting your application to join Pet Health Club®. We will take no further payments for the subscription (subject to clause 7.4) AND we will refund any subscription fees that you have already paid for that subscription.

9.2 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: (a) if the information that you provided to us on registration is inaccurate, incomplete or misleading; (b) if your pet ceases to be registered with your registered practice (or another participating practice that we have approved under these terms) except where your pet has died; (c) if you break (or, as explained in clause 3.4, if the person registered with the relevant practice as the owner of your pet breaks) 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 (or if any direct debit payment from you fails when presented 3 or more times); (d) if there are any amounts outstanding to your registered practice in relation to the pet which is the subject of the Pet Health Club® plan and these are not paid within 7 days of the practice’s reminder that payment is due; or (e) if we have any reason to believe you are deliberately harming your pet through your actions or inactions. Please note that we may also notify the authorities in this regard.

If we terminate your subscription for any of the above reasons (a) to (e), A CANCELLATION FEE OF £60 will be due and payable immediately as will the amount of any outstanding subscription fees which relate to the period up to and including the date of the cancellation. Additional charges for late payment may also apply as explained in clauses 11.2 and 11.3.

9.3 Ending your subscription in any other circumstances. We may end your subscription at any time for any other reason.We will write to you to let you know at least 30 days before the contract ends.

10. If there is a problem with the services.

10.1 How to tell us about problems. If you have any questions or complaints about your subscription, please contact the Customer Support Team or your registered practice. If you have any questions or complaint about the veterinary services that your registered practice has provided, please speak to the veterinary practice directly.

10.2 How to tell us about problems with payments. If you have any questions or complaints about any payments under your subscription or your direct debit mandate, please contact our Customer Support Team.

11 Price and payment

11.1 You must pay the price for your subscription in advance in monthly instalments. You must pay the price for the first month to us by debit or credit card when we accept your application. After that, you must pay the price for each month to us by direct debit. You must also pay all other sums and charges payable to us in accordance with these terms by direct debit or such other payment method as we may make available at the time payment is due. We are unable to accept payments by cash, cheque, electronic payment (such as paypal) or bank transfer. We will provide you with a direct debit mandate (or a link to set up your direct debit online) when you apply to join Pet Health Club®. You must let us know about any changes to your direct debit details at least 14 days before your next payment is due.

11.2 What happens if your direct debit payment fails. If your direct debit payment has failed, we will re-present the payment request to your bank within 3 - 5 working days. If your direct debit payment has failed 3 times, we reserve the right at our discretion to terminate the contract immediately in accordance with clause 9.2(c) and a £60 CANCELLATION FEE may apply. You may receive a notification via email, phone call or SMS that a direct debit payment has failed. We reserve the right to charge our administration costs including an administration fee of £10 for each failed direct debit payment.

11.3 We may take further action to recover overdue payments and additional charges may apply. If you do not pay any amount due and payable under your contract with us on time, we may take further action to recover the outstanding amounts payable to us. Without limiting any other rights we may have, we may at any time: (a) refer any overdue accounts to our debt collection department or external agencies for recovery; and (b) charge and/or recover fees in connection with the collection of the amount you owe, including but not limited to an administration fee of £25, late payment fees of a maximum of 8% of the overdue amount, as well as any third party debt collection agency fees, legal fees and court costs. We will notify you in advance of any fees or charges that may be levied in respect of costs incurred in collecting the amount you owe.

11.4 Processing refunds and payment of cancellation fees and other charges.

(a) Where you are due a refund, these will be processed by our Customer Support Team and will be paid directly to the account used to pay for your subscription. (b) If you need to pay any amount when your subscription ends (for example, the £60 cancellation fee under clauses 6.3 or 9.2 or the value of services used under clause 6.1(b)) or charges for failed or overdue payments under clauses 11.2 and 11.3, these must be paid as follows: (i) we will deduct them from any amount which is owed to you and pay you the remainder (if any) or (ii) by direct debit (you authorise this when you set up your direct debit or at the time of payment) or (iii) by another method we make available, such as an emailed invoice with a secure payment link.

11.5 We may increase or decrease the price of your chosen plan. We may do so annually when your subscription automatically renews or may also do so during a contract year if the cost of providing the benefits under your chosen plan substantially increase. 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 (see clause 6 and 7 above).

12. Our responsibility for loss or damage suffered by you

12.1 Notwithstanding any other term of this contract, we do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury to human beings caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

12.2 We are responsible to you for foreseeable loss and damage caused by us. Subject to clauses 12.3 and 12.4 below, if we materially fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

12.3 Our liability to you is limited. Subject to clause 12.1 above, our liability to you (whether it arises in contract, tort (including negligence) or otherwise) for any damages, losses, claims, costs or expenses arising out of the supply of any products or services to you by us or any part of the IVC Evidensia group during a contract year shall not exceed the total fees paid and payable by you for your Pet Health Club® subscription and the veterinary services in question in respect of that contract year, even if the amount of professional indemnity insurance that we carry is higher.

12.4 Types of loss which are excluded from our liability to you. Subject to clause 12.1 above, we are not liable to you or any party connected with you (whether such liability arises in contract, tort (including negligence) or otherwise) for any loss of profit or business, loss of or damage to data, loss of anticipated savings or interest, loss of or damage to goodwill (in each case whether direct or indirect) or for any indirect, special or consequential damages, losses, claims, costs or expenses of any kind.

13. How we may use your personal information

When you apply to join and participate in Pet Health Club®, we will collect personal data about you. We will only use your personal information as explained in these Terms and as set out in our Privacy Policy (available on our website). Please also refer to our Privacy Policy for information about when and how we will use your contact details to send you marketing about our other products and services.

14. Other important terms

14.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

14.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

14.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms and shall have no rights against us or any other IVC Evidensia group company.

14.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the subscription benefits and services, we can still require you to make the payment at a later date.

14.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by the laws of England and Wales, and the parties can bring legal proceedings in respect of your Pet Health Club® subscription in the courts of England and Wales exclusively, unless you live in Scotland or the relevant registered practice is in Scotland, in which case you or we can bring legal proceedings in respect of your subscription in either the Scottish courts or the courts of England and Wales.

14.7 Force majeure. We are not liable to you for any failure or delay in performing these terms or any part of them to the extent that such failure or delay is caused by an event which is beyond our reasonable control, including flood, lightning, fire, war, epidemic, terrorist act, failure or shortage of power supplies, nationwide or regional shortages of any medicines or delays in supply chains for medicines and clinical equipment (each a "Force Majeure Event") and shall be entitled to a reasonable extension of time for performing our relevant obligations.

15. We may make changes to these terms

We may make minor amendments or changes that are required to facilitate compliance with law to these terms from time to time. We recommend that you check them each time you use the Pet Health Club® service to make sure that you are aware and understand the terms that apply at that time. If we need to make a major amendment to these terms we will contact you via email (or SMS or post) to explain the changes and will give at least 30 days' notice of those changes. If you do not agree to the change, you may end the contract. Please see clauses 6 and 7 for information about your cancellation rights.

These terms were most recently updated on 1^st October 2025.

ADDITIONAL TERMS

The above Pet Health Club® Terms of Subscription apply both to Pet Health Club® Essential plan (“PHC Essential”) and the Pet Health Club® Plus plan (“PHC Plus”).

Additional Terms for PHC Plus Plans

The following additional terms of sale apply to customers subscribing to Pet Health Club® Plus plan

1. Unlimited consultations

As a PHC Plus member, you are entitled to an unlimited number of consultations with our clinical team. The complimentary unlimited consultations cover both healthy and unwell pets and can be conducted by either a vet or a nurse, including postoperative examinations. Additional investigations and procedures, prescriptions, or treatments beyond these consultations are charged at standard prices. Specialist, referral, or out-of-hours consultations are not included. Consultation fees associated with administering injections for chronic conditions are not included but discounted for PHC Plus members.

Consultation Fair Usage Policy: Please note, our clinical team’s time is finite, and subject to availability. We expect you to act in good faith and our clinics reserve the right to move or cancel your consultations or even to prevent you from booking future consultations if any of the following happen:

(a) You book or attempt to book repeat consultations for the same condition for your pet (b) You act in a manner that is rude, harassing, abusive, discriminatory, or insulting to our practice staff (c) Any of the vets in our practice, in the reasonable exercise of their clinical judgment, concludes that you are not acting in good faith or that your booking is frivolous

2. Unlimited access to PawSquad

Access to online consultations 24/7 telehealth service operated by PawSquad are included as part of your subscription to PHC Plus. PawSquad provides high-level advice in relation to emergency care for your pet, in accordance with its terms and conditions, available here: https://pawsquad.com/home . Pawsquad is a trading name of Pawz Limited, which is also a member of the IVC Evidensia Group of companies. Your contract for the PawSquad services will be with Pawz Limited as a third party provider and we (Pet Health Club) will not be responsible for any advice given by any member of the PawSquad team.

Changing your plan

The following additional terms apply to customers wishing to upgrade from PHC Essential to PHC Plus or downgrade from PHC Plus to PHC Essential plan

1. Upgrading from PHC Essential to PHC Plus

You can upgrade from the PHC Essential plan to the PHC Plus plan at any time during your contract year.

(a) What changes when you upgrade. Your upgrade changes the price and benefits within your current contract year. Your renewal date and monthly payment date stay the same, but your monthly Direct Debit will increase to the PHC Plus price. A one-off upgrade charge will also apply.

(b) One-off upgrade cost. This cost is calculated on a pro-rata basis for the rest of your current month’s billing period. It equals the price difference between the two plans for that period, minus any credit for what you’ve already paid. If your next monthly payment has already been taken or scheduled, it will remain at the original plan price, and the one-off upgrade cost will include any additional amount due.

(d) How to upgrade. Visit www.pethealthclub.com/uk, click Join/Upgrade, and follow the on-screen steps. If you need help, contact our Customer Support Team on 01225 489821.

2. Downgrading from PHC Plus to PHC Essential

You can downgrade to the PHC Essential plan at the end of your contract year. To do this, contact our Customer Support Team at least 14 days before your renewal date. It is not possible to downgrade your PHC Plus plan online.

If you want to downgrade before the end of your contract year, you’ll need to:

(a) Cancel your current subscription in line with clause 6.3 and pay the £60 cancellation fee; and

(b) Sign up for a new annual subscription on the PHC Essentials plan.

For help, call our Customer Support Team on 01225 489821.

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TERMS OF SUBSCRIPTION TO PET HEALTH CLUB® - FOR SUBSCRIPTIONS STARTING BEFORE 1ST OCTOBER 2025

Until 31st October 2025, the current Terms of Subscription for Pet Health Club® and Pet Health Club® Plus (see below) will continue to apply to subscriptions that began before 1st October 2025.

From 1st November 2025, the updated Terms of Subscription outlined above will apply to all existing Pet Health Club® subscriptions.

1. Terms and conditions

1.1 What these terms cover. These are the terms and conditions on which you may join and use Pet Health Club® and Pet Health Club Plus ("PHC Plus"). 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 Pet Health Club® and PHC Plus, you accept and agree to be bound and abide by these terms. If you do not agree to these terms, you must not join or use Pet Health Club® and PHC Plus. The terms for both plans are the same, except for the additional terms applying to PHC Plus.

2. Information about us and how to contact us

2.1 Who we are. We are Independent Vetcare Limited, trading under the name below.

2.2 Our company details. Our company details are as follows:

Business Name	Pet Health Club®
Company Name	Independent Vetcare Limited
Registered Address	The Chocolate Factory, Keynsham, Bristol, BS31 2AU
Place of Registration	England and Wales
Company Number	07746795
VAT Number	115141658

2.3 How to contact us. You can contact us by post, email or telephone as follows:

Address

Pet Health Club®, The Chocolate Factory, Keynsham, Bristol,

BS31 2AU

info@thepethealthclub.co.uk

Telephone

01225 489821

2.4 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us when you register with us.

3. Our contract with you

3.1 Pet Health Club® is only available for pets that are registered at a participating practice. A list of participating practices is available on our website.

3.2 You can apply to join Pet Health Club® in a participating practice or online at our website. Your subscription with Pet Health Club® is a contract between you and us (not between you and the participating practice) and is subject to these terms. That contract comes into existence, and your subscription starts, when we or the practice confirms to you that we have accepted your application.

3.3 You are responsible for registering your pet at a participating practice. Your registration with a participating practice is a contract between you and that practice (not between you and us) and is subject to their terms and conditions - please read them carefully before you agree to register with them. If your pet is not registered at a participating practice, you must do so within 30 days of us accepting your application to join Pet Health Club®. We do not promise that a participating practice will accept your registration.

3.4 You are responsible for ensuring your pet attends your chosen veterinary practice regularly for health checks, vaccinations and parasite control and that you comply with the advice and treatment your veterinary practice prescribes.

4. Pet Health Club®

4.1 Pet Health Club® is a preventative pet healthcare plan. It is not a pet insurance policy or intended to be a replacement for a pet insurance policy. We recommend that our clients take out appropriate pet insurance for their pet with a reputable insurer. We do not provide pet insurance or arrange pet insurance for our clients.

4.2 Your subscription is specific to your pet identified in your application. When you apply to join Pet Health Club® you will be asked to identify your pet. Your subscription is specific to that pet and cannot be used for any other pet or transferred to another pet.

4.3 Your subscription can only be used at your chosen practice. We may at our discretion agree to change your chosen practice to another participating practice (such as when you are moving house). You can request a change in your chosen practice. We will endeavour to deal with your request within 14 days. If your chosen practice no longer participates in Pet Health Club®, we will let you know by post or email (including details of alternative participating practices in your area and your rights to cancel your registration).

4.4 The veterinary services and benefits that you will receive depend on your chosen plan. These are limited to the routine preventative healthcare treatments and discounts set out in the published details of the plan. We will provide you with details of the plans available when you register to join Pet Health Club®. Your subscription does not include any of the following:

4.4.1 The cost of consultations that may or may not precede clinical treatment;
4.4.2 Any treatment, drugs, medications or general health improvers (such as, but not limited to, vitamins or ‘nutraceuticals’) that is not expressly included in the published details of the plan that is deemed clinically necessary by your chosen practice in the event of illness (short-term or long-term) and injury;
4.4.3 Any food products (including, but not limited to, prescription and special dietary food);
4.4.4 Treatment provided by your chosen practice outside of normal surgery hours and/or outside of the surgery; and
4.4.5 Any treatment that continues after your subscription has been cancelled.

4.5 Veterinary services under your subscription will be provided by your chosen practice. Your contract for the performance of veterinary services will be between you and your chosen practice and is subject to their terms and conditions - please read their terms carefully before you agree to receive services from them. You will not be required to pay the practice for those veterinary services covered under your subscription (up to any limits set out in your chosen plan). You will be responsible for paying your chosen practice directly for veterinary services not included in your subscription.

4.6 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.

5. Term of your subscription

5.1 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. Your subscription starts when we or the relevant practice confirms to you that we have accepted your application to join Pet Health Club® and continues for a 12-month period and then automatically renews for successive 12-month periods (each 12-month period being referred to in these terms as a “contract year”).

6. Your rights to end your subscription

6.1 Ending your subscription when you have changed your mind (Consumer Contracts Regulations 2013). If you apply to join Pet Health Club® online, you have a legal right to change your mind and cancel your subscription immediately within 14 days of the date that we send you an email confirming that we have accepted your application. You do not have a right to change your mind where you have started using or you have received any benefits under your subscription, even if the cancellation period is still running.

6.2 Ending your subscription if you are unable to register your pet with a participating practice. You can end your subscription immediately if your pet is not registered at a participating practice and you are unable to do so within 30 days of us accepting your application to join Pet Health Club®.

6.3 Ending your subscription where your pet has died. You can end your subscription immediately if your pet dies.

6.4 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.

6.5 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 7 days before the end of that contract year.

7. Consequences of ending your subscription

7.1 At the end of your subscription your contract with us will automatically terminate. You will no longer be entitled to any of the benefits or discounts under your subscription.

7.2 You will be entitled to a refund of the price paid for your subscription or to pay us additional charges as follows:

7.2.1 If you end your subscription under clause 6.1 or clause 6.2, or we end your plan under clause 9.1, we will refund any subscription fees that you have already paid for that subscription.
7.2.2 If you end your subscription under clause 6.3, the subscription will be terminated free of charge.
7.2.3 If you end your subscription under clause 6.4 or we end your subscription under clauses 9.2 or 9.3: (i) if the value of the veterinary services and discounts that you have received in that contract year is

less

than the amount that you have already paid us in that contract year, we will refund the difference to you; and (ii) if the value of the veterinary services and discounts that you have received in that contract year is

more

than the amount that you have already paid us in that contract year, we reserve the right to charge the difference OR the remainder of the subscription fees for that contract year, whichever is less.

7.3 Ending of your subscription and your contract with us does not affect your registration and contract with your practice. Your rights to end your registration and contract with your practice depends on the terms of that contract.

8. How to end your subscription

8.1 You must tell us that you want to end your subscription by email to your chosen practice. Please provide your name, home address, details of your pet, details of the practice at which your pet is registered and, where available, your phone number and email address.

9. Our rights to end your subscription

9.1 Ending your subscription if you don’t or are unable to register your pet with a participating practice. We can end your subscription immediately if your pet is not registered at a participating practice and you don’t or are unable to do so within 30 days of us accepting your application to join Pet Health Club®.

9.2 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:

9.2.1 if the information that you provided to us on registration is inaccurate, incomplete or misleading;
9.2.2 if your pet ceases to be registered with your chosen practice (or alternative practice that we have approved under these terms) except where your pet has died; or
9.2.3 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.

9.3 Ending your subscription in any other circumstances. We may end your subscription at any time for any other reason. We will write to you to let you know at least 30 days before the contract ends.

10. If there is a problem with the services

10.1 How to tell us about problems. If you have any questions or complaints about your subscription or the veterinary services that your chosen practice has provided to you or about any of our staff, please speak to the veterinary practice directly or contact us at our email address or telephone number above.

10.2 How to tell us about problems with payments. If you have any questions or complaints about any payments under your subscription or your direct debit mandate, you can contact us at the e mail address or telephone number above.

10.3 Summary of your legal rights. We are under a legal duty to supply services that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to services product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

If your product is services, for example veterinary services, the Consumer Rights Act 2015 says:

a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.

c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.

11. Price and payment

11.1 You must pay the price for your subscription in advance in monthly instalments. You must pay the price for the first month to us by debit or credit card when we accept your application. After that, you must pay the price for each month to us by direct debit. We are unable to accept payments by cash, cheque, electronic payment (such as paypal) or bank transfer. We will provide you with a direct debit mandate (or a link to set up your direct debit online) when you apply to join Pet Health Club®. You must let us know about any changes to your direct debit details at least 14 days before your next payment is due.

11.2 We may take further action if your direct debit payment fails. If your direct debit payment has failed, we will re-present the payment request to your bank within 3 - 5 working days. If your direct debit payment has failed 3 times, we reserve the right at our discretion to terminate the contract immediately. We reserve the right to charge an administration fee of £10 for each failed direct debit payment to cover our additional administration costs.

11.3 We may increase or decrease the price of your chosen plan. We may do so annually when your subscription automatically renews or may also do so during a contract year if the cost of providing the benefits under your chosen plan substantially increase 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.

12. Our responsibility for loss or damage suffered by you

12.1 We are responsible to you for foreseeable loss and damage caused by us. If we materially fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury to human beings caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

12.3 Our liability to you is limited. Subject to the above exceptions, our liability to you for any damages, losses, claims, costs or expenses arising out of our supply of any products or services shall not exceed the total fees payable by you for your Pet Health Club® subscription and the veterinary services in question, even if the amount of professional indemnity insurance that we carry is higher.

13. How we may use your personal information

13.1 When you apply to join and participate in Pet Health Club®, we will collect personal data about you. We will only use your personal information as set out in our Privacy Notice.

14. Other important terms

14.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

14.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

14.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

14.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts.

15. We may make changes to these terms

15.1 We may amend these terms from time to time. 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.

15.2 These terms were most recently updated on 14^th May 2024.

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Additional Terms for customers subscribing to PHC Plus plan

The above terms of sale apply both to PHC Essentials plan and the PHC Plus plan. Due to the different plan content additional terms of sale apply to client subscribing to PHC Plus.

These are the additional benefits of a PHC Plus health plan :

Unlimited consultations

The complementary unlimited consultations cover both healthy and unwell pets and can be conducted by either a vet or a nurse, including postoperative examinations. Additional investigations and procedures, prescriptions, or treatments beyond these consultations are charged at standard prices. Specialist, referral, or out-of-hours consultations, are not included. Consultation fees associated with administering injections for chronic conditions are not included but discounted for PHC Plus members.

Unlimited access to PawSquad

Access to online consultations 24/7 telehealth service operated by PawSquad included as part of your subscription to PHC Plus. PawSquad provides high-level advice in relation to emergency care for your pet, in accordance with its terms and conditions, available here: https://pawsquad.com/home . PawSquad is a third party provider and PHC cannot be responsible for any advice given by any member of the PawSquad team.

Upgrade or downgrade PHC Plus

Your upgrade is a change to pricing and benefits within your existing contract year. The subscription and renewal date remains the same. Your plan automatically renews for successive 12-month periods on the subscription plan to which you have upgraded.

One-off costs of your upgrade

Subscription upgrades are charged on a pro-rated basis. The price for upgrading will always be shared at the point of purchase before you confirm your upgrade.

The one-off payment of your upgrade is based on the cost of the upgrade for the remainder of the current billing period. This is calculated as the cost of upgrading for the remaining billing period minus any credit owed for what has already been paid for your original subscription plan for that same period.

If you already have already paid for the next month or have a direct debit payment scheduled at the bank for your next subscription payment, the payment cannot be amended and will be the price of the original subscription plan that you had.
The one-off cost for upgrading in these circumstances will include the additional fee of the price difference of the plan you upgrade to minus the cost of the original plan.

If you are unclear, on the one-off fee or upgrade cost, please contact customer service on 01225 489821.

Downgrade

You can downgrade from PHC Plus to PHC Essentials at least 14 days before the renewal of the plan to be downgraded. If you want to downgrade before the end of the 12-month contract period, the cancellation process in paragraph 7.2 applies. Call customer service on 01225 489821 if you wish to downgrade from PHC Plus to PHC Essentials.

Consultation Usage Policy

As a PHC Plus member, you are entitled to an unlimited number of consultations with our clinical team. However, our clinical team's time is finite, and subject to availability. The clinic may have to move or re-book your appointment if the member of the clinical team you are booked to see is needed elsewhere for an emergency, or is unavailable on the day.

We expect you to act in good faith and our clinics reserve the right to prevent you from booking future consultations in the following circumstances:

You book or attempt to book repeat consultations for the same condition for your pet
You act in a manner that is rude, harassing, abusive, discriminatory, or insulting to our practice staff
Any of the vets in our practice, in the reasonable exercise of their clinical judgment, concludes that you are not acting in good faith or that your booking is frivolous.

For customers with PawSquad included as part of their Plan

OFFER TERMS AND CONDITIONS 1. These terms

1.1 What these terms cover. These are the terms and conditions on which we operate, and you may participate in, the offer. 1.2 Other terms that apply. The following terms also apply in the following circumstances:

Our Privacy Policy	This applies when you provide us with any personal data. It explains what personal data we collect and how we use it.
PawSquad Terms and Conditions	The terms and conditions that apply to the Free Membership (as defined below).

2. Information about us and how to contact us

2.1 Who we are. We are Independent Vetcare Limited, trading under the business name below. 2.2 Our company details. Our company details are as follows:

Business Name	Pet Health Club®
Company Name	Independent Vetcare Limited
Registered Address	The Chocolate Factory, Keynsham, Bristol, BS31 2AU
Place of Registration	England and Wales
Company Number	07746795
VAT Number	115141658

2.3 How to contact us. You can contact us by post, email or telephone as follows:

Address	The Chocolate Factory, Keynsham, Bristol, BS31 2AU
Email	info@thepethealthclub.co.uk
Telephone	01225 489821

3. Your acceptance of these terms. By participating in the offer, you accept and agree to be bound and abide by these terms. If you do not agree to these terms, you must not participate in the offer. 4. Terms and conditions.

4.1 This offer entitles you to the added benefit of one 12-month free membership of PawSquad per household (the ‘Free Membership’) when you purchase a Pet Health Club plan before [ 11 April 2024 ]. 4.2 The Free Membership will remain valid for 12 months from the date of activation of the Free Membership with PawSquad in all circumstances. 4.3 You must activate the Free Membership within 30 days of the commencement date of your Pet Health Club Plan. 4.4 You will receive details of how to activate the Free Membership via email subsequently to your purchase of a Pet Health Club plan. You are required to activate the Free Membership via the PawSquad website using the website link provided in such email. No payment details are required when signing up to the Free Membership and the Free Membership does not auto renew when it expires. Establishing a PawSquad account via any other method will not apply the Free Membership from this offer. 4.5 We reserve in all respects the right to discontinue at any time, for any reason and without notice this offer of Free Membership to Pet Health Club Plus members. 4.6 Users of the PawSquad service are subject to the PawSquad Terms and Conditions, Privacy Policy and Acceptable Use Policy, available here: https://pawsquad.com/home 4.7 The offer will be governed by English law and participants submit to the jurisdiction of the English courts.

For customers signing up with Cats Protection offer

OFFER TERMS AND CONDITIONS

These terms and conditions apply to the Cats Protection ‘12 months for the price of 10’ offer (“the Offer”)
The offer entitles you to 12 months’ membership to our Pet Health Club Essential plan for the price of 10 months. (For plans registered before 23:59 30th June 2025, discounts are applied to months 6 and 7 of the first year of your membership only. For plans registered from 1st July 2025 onwards, discounts are applied monthly, with the savings spread over the full first year of membership only.)
This offer applies to cat and dog Pet Health Club Essential plans.
The offer is not applicable to our Pet Health Club Plus plan.
To redeem the offer, you must sign up to a Pet Health Club Essential plan through our online website checkout.
You are then required to, within 14 days of signup, email partners@pethealthclub.com with the following details to claim the offer: a) Full discount code b) Full name of pet owner c) Name and breed of pet d) Where you heard about the offer Pet Health Club will then verify and confirm your receipt of the discount pursuant to the Offer via email, which will include your updated payment terms.
You are also able to call 01225 489821 to complete these steps.
The offer, where granted, will be done so subject to you remaining on the discounted Pet Health Club Essential plan for the full duration of the initial 12-month term of your subscription. If you cancel your subscription before the completion of the 12-month term, Pet Health Club reserves the right to charge you for the 12-month term in full without any discounts being applied.
Should you upgrade to a Pet Health Club Plus plan during the first 12 months, the discount will no longer be applied and you will then be required to pay the full price of the Pet Health Club Plus plan.
If IVC deem the offer to be abused in any way we reserve the right to discontinue your discount and collect full payment.
A customer may only redeem the offer once. The offer shall not apply to multiple subscriptions held by the same customer.
Pet Health Club reserves the right to withdraw, terminate, modify and/or suspend the Offer at any time, for any reason and without notice. Pet Health Club (including its affiliates) shall not be liable for any losses (whether financial or otherwise) arising out of the refusal, cancellation, suspension or withdrawal of the Offer or for any failure or inability of a customer to take advantage of the Offer for any reason.
In the event that the Offer is withdrawn, terminated, modified or suspended within 14 days of a customer signup, resulting in a customer being unable to redeem the Offer (in circumstances where the customer has contacted Pet Health Club to do so pursuant to steps 5 or 7 above), Pet Health Club may, at its sole discretion, cancel the customer’s relevant Pet Health Club Essential subscription (upon request by the customer). Where Pet Health Club does elect to cancel the relevant subscription, the affected customer shall still be liable for any services which it has utilised/accessed pursuant to the Pet Health Club Essential subscription up until the point of the cancellation taking affect. Pet Health Club may debit the customer’s account accordingly.

Independent Vetcare Limited will pay £10 plus VAT for every Pet Health Club Essential Plan sold (using the partnership discount code) to Cats Protection, a registered charity with charity numbers 203644 (England and Wales) and SC037711 (Scotland), and which is listed as a Section 167 institution by the Charity Commission of Northern Ireland.