GoldPlan and GoldPlan Plus T&Cs

Terms & Conditions for Knutsford Veterinary Surgery’s GoldPlan & GoldPlan Plus

1. These Terms

a) These terms and conditions set out the basis by which we provide the GoldPlan and GoldPlan Plus services (as further described below).
b) By submitting payment to us in respect of any part of the services, or otherwise using any part of our services, you agree to be bound by these terms. If you do not agree to be bound by these terms, you must not use those services.

2. Who we are

We are Paws Direct Limited (trading as ‘Knutsford Veterinary Surgery’, ‘Knutsford Vet Surgery’ and ‘Knutsford Vets’). We are a private limited company incorporated in England and Wales with registered company number 07856473.

3. How to contact us

a) The best way to contact us is via WhatsApp or SMS/iMessage, by sending a message to 07403 939546.
b) If you do not have access to WhatsApp, please feel free to contact us via any of the following alternative methods:
Phone call: 01565 337999
Email: hello@knutsford.vets
Post: Knutsford Veterinary Surgery, Fryers Nursery, Manchester Road, Knutsford, Cheshire, WA16 0SX
Our website: www.knutsfordvetsurgery.co.uk

4. Where to find further information

You can find further information about us and the services we offer from our website, in our promotional materials, and from our wonderful staff. Should you have any questions which have not been address, please feel free to contact us.

5. Our GoldPlan Subscriptions

GoldPlan

Our GoldPlan Subscription is a 12-month fixed term annual subscription service entitling the pet registered to the Subscription to the following benefits for the duration of the Subscription:

*the Core Vaccines will also entitle your puppy or kitten (under six months’ of age) to a secondary vaccination 3-4 weeks’ after administration of the initial vaccines.

A general physical examination of your pet, to be provided at time of delivery of the Core Vaccinations.
5% discount in respect of the cost of our Dental Investigation Services (which shall include the following: One hour of general anaesthesia with intravenous fluids (if needed), oral examination, dental charting with dental radiography (where required) plus dental scale and polish).
1x Free microchip.
Parasite treatments:

Note: these parasite treatments can be claimed no more than once during each calendar month throughout the Subscription term. In the event that a treatment is not claimed during any calendar month, you shall not be entitled to claim that treatment later on.

Tapeworm treatment (Anthelmin) included – once every 12 months for dogs and once every 3 months for cats
Nail Clipping and Anal Gland Expression with our skilled nurses (subject to fair and reasonable use, as determined by us acting reasonably).
10% Off Neutering, Rabies Vaccine, Leishmania Vaccine, selected Waiting Room Sales (including selected toys and food products sold via our surgery) and additional parasite treatments.
Up to four weeks’ of our chosen pet insurance, at no cost to you.

GoldPlan Plus

Our GoldPlan Plus Subscription is a 12-month fixed term subscription service entitling your pet to all of the benefits of the GoldPlan Subscription, in addition to the following enhanced benefits to be provided during a single surgery appointment, booked on a day available to us, at any time during a Subscription year (but being at least 6 months after delivery of core booster vaccines):

A veterinary examination available 6 months after core vaccination with complete blood count, Chem 17, SDMA and Electrolytes blood test, urine analysis test and faecal antigen test.
Nurse-led health questionnaire.
A nurse-led blood pressure test.
A nurse-led Schirmer tear test (for at-risk breeds).
Please note: these services do not include any consultation with a vet following performance of such examinations and tests. Likewise, in some instances, we may deem these services to be inappropriate in respect of pets which are too ill and, on that basis, reserve the right to not provide those services where we deem it in the best interests of your pet.

You are also entitled to the following services, at any time during the term of the GoldPlan Plus Subscription:

1x general consultation with a nurse for ongoing support. Please note: a consultation can be provided no more than once during each calendar month throughout the Subscription term. In the event that a consultation is not to be provided during any calendar month, you shall not be entitled to claim that consultation later on.
5% off specific follow-up tests, including cTSH, Bile acid stimulation test, NTProBNP, Bile Acids, Cortisol, cPL, fPL, CRP

10% off the Dental Investigation Services (as defined above)

c) All Subscriptions are pet-specific, meaning that you are only entitled to the services falling under that Subscription in respect of the individual pet registered to that Subscription. Unless we otherwise agree in writing with you, Subscriptions cannot be transferred to a different pet.
d) Any and all treatments and consultations available under a Subscription are to be provided in-person and are subject always to an appointment to receive such services being available and being booked by you in advance.
e) Please note: the Subscriptions are not a replacement for, and are not intended to operate as, an insurance policy for your pet. The Subscriptions are a healthcare plan intended to enhance and improve the overall well-being of your pet, through the provision of the services set out in this document.
f) The Subscriptions do not include goods or services which are not expressly specified in this agreement. For the avoidance of doubt, the following goods and services are excluded from the Subscription (without limitation):

i) Any treatment included within the Subscription which you choose to continue after the effective date of cancellation of the Subscription.
ii) The cost of consultations that may or may not precede clinical treatment;
iii) All food products, toys, cleaning treatments etc.;
iv) All treatments or medications of whatever nature which are not expressly stated within this agreement as being included with your Subscription (including, without limitation, general health improvers such as vitamins or ‘nutraceuticals’); and
v) Consultations, services and treatments provided by us outside of normal surgery hours and/or away from the surgery.

6. Choosing your subscription

a) Please note, you are ineligible for a Subscription until your pet is registered with us. If your pet is not registered and you wish to receive a Subscription, you are free to apply to register you pet via our website or in person at our surgery.
b) Once your pet is registered with us, you may apply for a Subscription via our website, or in person at our surgery.
c) No application for a Subscription shall be deemed accepted unless and until we write to you to confirm that the application has been accepted and that the requirements further described at clause 6 have been fulfilled.
d) Sometimes we reject applications (for example, where your pet is not registered with us, or where we do not have capacity to provide the Subscription(s) to you). When this happens, we let you know as soon as possible and let you know why the application has been rejected.
e) No contract shall commence or come into effect unless and until we provide written confirmation to you of acceptance of your application and key details relating to the Subscription. Such details may include, but are not limited to: a) the Subscription you have selected; b) the date on which the Subscription commences; and c) the charges payable in respect of the Subscription (the Subscription Charges).
f) By making an application for a Subscription you acknowledge and agree that:

7. Renewal of your subscription

8. Our standards of service

a) We will deliver all Subscription services to you in accordance with your statutory rights as a consumer, including by providing those services with reasonable skill and care, agreeing a price with you up front, and either agreeing a time and date for delivery of services or, where such timing has not been agreed, carrying out those services within a reasonable period of time.
b) Where we do not provide our services to you with reasonable skill and care, you may ask us to repeat those services at no additional cost or, if we are unable to repeat those services, you may be entitled to ask for a refund of a reasonable proportion of the Subscription Charges.

9. Subscription charges

a) During the Subscription Term, you shall pay the applicable Subscription Charges monthly in advance by direct debit, using the direct debit mandate (direct debit set-up link) we provide to you when you apply for the Subscription.
b) We do not accept payment by cash, cheque, electronic payment, or bank transfer.
c) Any changes to your direct debit details must be made known to us in writing no less than 14 days prior to your next payment date. In the event that payment of the Subscription Charges cannot be taken in advance, we reserve the right to suspend the provision of services under the Subscription and charge a reasonable administration fee in respect of each failed attempt.

10. Changes to your subscription

c) The new and separate Subscription shall immediately commence on the date our written acceptance of that Upgrade Request and, unless otherwise expressly stated by us, shall be governed by terms identical to those set out herein.
d) For the avoidance of doubt, the Initial Subscription Term of any new Subscription under this clause 10 shall be deemed to commence on the date of our written acceptance of that Upgrade Request.
e) You acknowledge and agree that:

i) we may make changes to the scope and extent of the services offered to you under the Subscription at any time, subject to us providing no less than 30 days prior written notice to you in advance of such change coming into effect. In the event that you do not agree to such change, you may terminate the Subscription with immediate effect by giving no less than seven (7) days prior written notice to us prior to the date of such change coming into effect; and
ii) we may increase the Subscription Charges at any time during the Subscription Term, subject to us giving no less than 30 days’ prior written notice to you before those changes take effect. In the event that you do not agree to such changes, you may terminate the Subscription (effective at the end of the then current month for which the Subscription Charge has been made) by giving written notice to us no less than seven (7) days before the date we have specified for those Subscription Charges to come into effect.

11. Cancellation

b) You may also cancel any Renewal Subscription at any time during the 14 days immediately following commencement of the Renewal Subscription Term;
c) You may exercise your rights of cancellation under this clause 11 by notifying us via any of the methods of communication detailed at clause 3;
d) You will remain liable for the cost of services provided to you up to the date of you providing notice of your cancellation. Please be aware: where you cancel your Subscription during the statutory 14 day cooling-off period, you will remain liable for payment under s. 36(4) Consumer Contract Regulations 2013 in respect of services provided under that Subscription up to the effective date of cancellation, such fees being calculated proportionately to the benefit you have received for those services in comparison to the full coverage of the Subscription, ,. For example, if your pet receives its Core Vaccines within 14 days of commencement of the Subscription, and you then cancel the Subscription during that 14 day period (in accordance with your statutory rights), you will be liable for the cost of the Core Vaccines and any other services provided to you during that time.

12. Our right to suspend services provided under the subscription

a) We may suspend the supply of services to you under the Subscription should we deem it necessary in order to reflect changes in relevant laws or regulatory requirements, or to comply with applicable laws or regulations, or to make improvements to the services.
b) Where the suspension of the services continues for a period of seven (7) days or longer, we will adjust the Subscription Fees so as to ensure that you don’t pay for the services whilst they have has been suspended.

13. Our right to cancel the subscription

i) the information that you provided to us on registration is inaccurate, incomplete or misleading;
ii) you fail to provide to us, within a reasonable time of us asking for it, information or cooperation that we need to provide the Subscription services to you;
iii) your pet ceases to be registered with our surgery; or
iv) you do not make any payment to us when it is due and you still do not make payment within seven (7) days of us reminding you that payment is due.

14. We don’t compensate you for all losses caused by us

We’re responsible for losses you suffer caused by us breaking this agreement unless the loss is:

i) Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your application meant we should have expected it (so, in the law, the loss was unforeseeable).
ii) Caused by a delaying event outside our control. As long as we have notified you as soon as possible to let you know of the delay and do what is commercially reasonable to reduce the delay, we won’t be liable to you for losses resulting from that delay.
iii) Avoidable. Something you could have avoided by taking reasonable action.
iv) A business loss. The Subscription services are provided to you in your capacity as a consumer (within the meaning of the Consumer Rights Act 2015). As such, our liability for any loss you suffer in connection with your trade, business, craft or profession is entirely excluded under this agreement.

15. We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice:

16. Other important terms

a) These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
b) We can transfer our contract with you, so that a different organisation is responsible for supplying the Subscription services to you. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.
c) You can only transfer your contract with us to someone else if we agree to this in advance in writing.
d) Nobody else has any rights under this agreement. This agreement is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
e) If a court invalidates some of this agreement, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
f) Even if we delay in enforcing this agreement, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
g) This is the entire agreement between us. This agreement supersedes and extinguishes all prior agreements entered into between us which relate to its subject matter.
h) Unless this agreement otherwise permits, no variation to this agreement shall be effective unless we mutually agree to vary the terms in writing, by way of written formal agreement.