Voyager Pet Owner Terms and Conditions

1. Explanation of terms

In these terms and conditions: 'Contract' means the Terms and Conditions for Voyager Pet Care Plan. 'Home visit' means a visit by your practice to your home or they may ask you to attend the practice. Prices and content of the plan may vary across practices.

2. Treatment Entitlements

Subject to payment of the appropriate fees, your pet will be enrolled on a plan as agreed with your practice. Your pet is entitled to receive the home visit, vaccination regime or other treatment during the 12 month period after joining the plan as advised by your practice. The entitlements will be items such as regular visits (usually annually) for complete health check, vaccines, parasite control, nail cutting, anal gland expressing, nutritional advice, weight advice and general wellbeing advice; additional visits may include a 6 month health check, parasite control, weight check and general advice.

3. Practice Protocol

The practice protocol can be obtained from your practice; this is the procedure that your practice follows, and it will vary from practice to practice. It is your responsibility to ensure that your pet is brought into the practice regularly for health checks, vaccinations and/or attend visits made to your home. Any missed visits or failure to contact your practice to arrange for required visit or examination are non-refundable.

4. Treatment outside the Plan

Treatment outside of the plan will be charged at rates as published by your practice at the time of treatment.

5. Payment

You agree to pay for the Contract by monthly direct debit payment to The Animal Healthcare Company ('AHC') as collecting agent for your practice. Your first payment may include a one-off joining fee if advised by your practice. The AHC will advise you from time to time of any changes to the charges payable by you. Please note that there is no insured benefit. THE PLAN IS NOT AN INSURANCE POLICY.

6. Direct Debit Changes

Following a decrease in monthly fee or variation in the discount available to you, your direct debit will be changed at the next available collection date. Where you are given notice of an increase in your monthly fee, your direct debit will be changed at the end of the notice period, unless in the meantime you end your Contract.

7. Your Responsibilities

You are responsible for ensuring your pet attends your practice regularly for check-ups, vaccinations and/or attend visits made to your home. Your practice may contact you and request that you contact them to arrange for your pet to receive health check, vaccinations or other treatment. It is your responsibility to ensure that you keep those appointments or arrange new ones if you cannot keep the appointments arranged. If in the reasonable opinion of your practice your pet's health is being neglected because your pet is not getting the healthcare it needs, your Contract may be ended. Any missed visits or failure to get your pet to the practice for treatment required are non-refundable.

8. Your Personal Details

You must inform AHC and your Practice immediately of any changes to your title, name, address, email address, telephone numbers or bank account details.

9. Ending the Contract

You may cancel your Contract by contacting The AHC Ltd or your practice within the cancellation period, which is 14 days following the start of your contract. Following this period, you may end the Contract by giving not less than 21 days' notice to your practice, expiring on the last day of a month. The practice may end the Contract by giving you written notice expiring on the last day of a month, after noless than onemonth's notice. If you cancel at any time other than on an anniversary of joining the plan, your practice may charge you either the outstanding amount for treatment received, or the monthly payments due until the anniversary of your plan, whichever islower.

10. Consumer Rights

This Contract is subject to the Consumer Rights Act 2015. You may also have other rights in law. Please contact Citizens Advice or seek professional advice to find outmore about yourlegal rights.

11. Ending the Contract

You may cancel your Contract by contacting The AHC Ltd or your practice within the cancellation period, which is 14 days following the start of your contract. Following this period, you may end the Contract by giving not less than 21 days' notice to your practice, expiring on the last day of a month. The practice may end the Contract by giving you written notice expiring on the last day of a month, after noless than onemonth's notice. If you cancel at any time other than on an anniversary of joining the plan, your practice may charge you either the outstanding amount for treatment received, or the monthly payments due until the anniversary of your plan, whichever islower.

12. Non-payment

Non-payment of fees: If we attempt but are unable to collect a monthly payment The AHC Ltd will automatically attempt to collect that payment 10 working dayslater. If the payment fails at the second attempt then your veterinary practice will need to collect the outstanding debt from you. The AHC Ltd will continue to collect the standard monthly amount on the usual date the following month and in subsequent months and your Contract will remain in place.

13. Clinical Records

By signing the Application Form, you consent to the disclosure of your pet's medical notes and other records for the purpose of any review, assessment or consideration of the care provided by your practice, which may take place under the terms of their pet health plan; but not for any other purpose without your further consent.

14. Variation of these terms and conditions

The terms and conditions of this Contract may be varied on one month's written notice given to you by your practice. If you do not wish the Contract to continue having regard to any variation notified to you, you may end it as detailed in condition 10. If you do not do this by the time the notice expires, you will be deemed to have accepted the variation.

15. Contract not transferable

As your Contract is between you and your practice alone, you may not transfer it to another practice. If you need to change to another participating practice, a new Contract will be required and the monthly fees may be different. If the practice is sold, this contract may be transferred to a new owner by notice in writing from a partner of the practice to you.

16. Treatment outside the Contract

This Contract does not prevent you and your practice agreeing that they will provide treatment outside your entitlement under the Contract. You will be responsible for paying for such treatment.

17. Liability

Our role is to provide administration services relating to your Payment Plan on behalf of your practice, specifically registering and collecting your payments. As such we accept no liability to you (whether in respect of negligence, breach of contract, defective or unsatisfactory treatment, or otherwise) in connection with your Payment Plan or any goods or services provided under it to you by your practice. We have no obligation to pay to your practice any monies not received from you, even if treatment has been received.

18. Disputes

If you are unhappy with any aspect of your pet's veterinary care, you should approach your practice directly.

19. Notices

Any notice given to you by your practice under these terms and conditions is considered valid if The AHC Ltd gives it to you on your practice's behalf. Any notice given by your practice or The AHC Ltd is valid if sent to you as per the communications preference overleaf.

20. How we use the information we hold about you

If you have a Contract, we need to know, for example, your name, address, date of birth. We may also take your phone number and email address. In order to take payments and to pay claims, we will need your bank account details.

The AHC Ltd may record and monitor telephone calls for training purposes and for use in the event of any subsequent queries.

We will hold and use information relating to you. We call this information personal data. The main purpose which we hold and use personal data for is to enable us to service the contract that you have purchased and to administer your plan. Other purposes which we use personal data for are to improve our services to you and our other clients, to comply with legal obligations which we are subject to, to protect our interests and for fraud detection and prevention.

We may also share your personal data with persons who provide a service to us or act as our agents, and where we have a duty to provide that data (such as to regulatory bodies), or if the law allows us to do so, or if the person who asks for the data has a lawful interest in seeing the data.

Sometimes we may use automation and profiling to evaluate information about you, which may include to determine whether an application for a product is accepted by us, to tailor our marketing material to your needs, to identify and investigate fraudulent activity, to understand claiming behaviour and patterns, or to tailor our products and services to provide you with a more efficient, consistent and fair customer experience. If you want to know more please contact us.

By law we must have measures in place to protect data. As a result we have strict rules to protect the storage and use of all data. These rules apply to anyone who uses the data (we make sure that our contracts include clauses to protect data). We may send your personal data outside the European Economic Area. If we do this, we put contracts in place to ensure that the data will be kept confidential. Our processes also include protection for our buildings and IT systems. To check that these measures work we run independent audits on a regular basis.

The AHC Ltd is registered as a data controller with the Information Commissioner's Office, number ZA81780l If you have any questions about the personal data that we hold and how we use it, please write to: The Data Protection Officer, The Animal Healthcare Company Ltd,

We keep your personal data for seven years after the policy has been cancelled. You have the right to see your personal data that we hold. You also have the right to ask us to amend data that is incorrect. You can ask us to delete data, or not use it in certain ways. You have the right to move, copy or transfer your personal data. We will agree to any reasonable request unless it means that we cannot service your Contract. You'll need to contact the Data Protection Officer to do this. If we have relied on your consent to process your data at any point, you can change your mind at any time. But if this means that we cannot service the Contract, we may have to cancel it.

We and other companies within the The AHC Ltd group may use your information to keep you informed about products and services that may be of interest to you. You can contact our Data Protection Officer, or the Information Commissioner's Office (ICO) for the United Kingdom. You can call the ICO on 0303 123 1113 or 01625 545 745, or email the ICO at icocasework@ico.org.uk

21. Governing Law and Jurisdiction Both parties agree that this Agreement shall be governed by and construed in accordance with the Law of England and Wales and the parties hereby irrevocably submit to the exclusive jurisdiction of the English Courts.