Frequently Asked Questions About Our Wellness Plans
1. Are the Wellness Plans pet insurance, and is there a deductible?
No. Our Wellness Plans are not insurance Plans, and no deductibles are involved. The Wellness Plans are meant to ensure that your pets receive the annual preventive care they need, which allows them to live a long and happy life.
2. What happens if I don’t use all the services included in the Wellness Plans?
If you don’t use all the services offered in the Wellness Plans, they will expire when the Plan expires. There are no substitutions or refunds given on unused services. 30 to 60 days before your Wellness Plan term ends, you will receive a notice of the Plan’s expiration, and it is up to you to bring your pet in for their unused services before the Plan ends. Any services and products not included in the Wellness Plans will be an added cost to the pet owner.
3. Do Wellness Plans cover all my pet’s needs?
Our Wellness Plans cover preventive care for your pets. If your pet becomes sick; injured; or requires any service, product, or medication not covered under the Wellness Plan; those extra services will be an additional cost to you, the pet owner. Please note that our Wellness Plans do not include flea and tick preventives, as we’ve found that the product dosage and type vary greatly according to your pet’s lifestyle.
4. Can I cancel my Plan, or transfer it to another owner if my pet gets lost, passes away, or I give my pet away?
Wellness Plans are not transferable until the end of the Plan’s contract period. Then you may transfer the Plan to a new owner. You may cancel your Wellness Plan before the end of its term. However, please note that you are responsible for paying the remaining balance on your Plan; or the full retail value of the services covered in the Plan, minus the payments you’ve already made – whichever ends up being less.
5. Am I able to pay for a Wellness Plan in full? And what forms of payment are accepted?
You can either pay for your Plan in full, or go with monthly payments. If you pay in full, you will save $45 of the enrollment fee. Monthly payments can be made with a Visa or MasterCard. Prepaid Visa or MasterCards and/or Visa debit cards are not accepted.
6. What happens if my credit card is declined or expired, and I miss a payment?
If for any reason you card is declined on the day your payment is scheduled, someone from our staff will notify you within 48 hours, and a $5.00 fee will be charged in addition to the amount of your monthly payment. We will continue to attempt to process payments on that same card if we don’t hear from you. If a second payment is missed, and we cannot reach anyone to update the payment method, the Plan will be terminated. You, the pet owner, are responsible for paying the remaining balance on your Plan; or the full retail value of the services covered in the Plan, minus the payments you’ve already made – whichever ends up being less. If the remaining balance of your Wellness Plan is not paid within 30 days of the Plan's date of termination, the balance due will be submitted to our collections department.
7. Do Wellness Plans renew automatically at the end of the 12-month term?
At the end of your Wellness Plan’s 12-month term, it will renew automatically for another 12-month term, unless the Plan has been terminated. 30 days prior to the end of your Wellness Plan’s term, you will receive a reminder notice stating the upcoming renewal and any pending changes or fees associated with your new Wellness Plan. If you do not wish to renew your Plan, please feel free to contact us at that time. If you do not contact us within the allotted time, your Plan will be automatically renewed for a consecutive 12-month term.
8. Can Wellness Plans be purchased and given as gifts?
Yes, if the recipient is a client, we can set up their Wellness Plan. However, the recipient of the Wellness Plan must be in agreement, and he or she is required to agree to the Terms and Conditions of our Wellness Plans.