The Buddy Club - TVH Pet Wellness Plan Terms & Conditions

Current as of 1 July 2024

These are the terms and conditions that apply to a membership of the TVH Pet Wellness Plan (the “Plan”).  The Plan is administered by Tooronga Veterinary Hospital GP Pty Ltd (“TVH”) and benefits under the Plan only relate to services provided by either TVH or Hawthorn East Animal Emergency Services Pty Ltd (“AES”).

These terms and conditions are current at the time of the commencement of your membership.  TVH reserves the right to amend or update these terms and conditions with respect to any matter, however any amended or updated terms will only apply to any renewal of your membership and we will provide you with a copy of the amended or updated terms as part of any renewal.

Note that membership of the Plan is currently only available for canine and feline pets.

Number of pets covered by the Plan

A membership of the Plan is restricted to one feline or canine pet.  If you have other pets that you would like to enrol in the Plan, then a separate membership must be taken out for each pet.

Period of Membership of the Plan

A membership of the Plan is for a 12 month period. 

TVH will make all efforts to send members a reminder at least one month prior to the expiry of each 12-month period with a request for the member to confirm the renewal of their membership and their agreement to any amendment or update to the membership terms (including the membership fees) that will apply for the renewed membership period.

Membership benefits under the Plan

Membership of the Plan provides the benefits attached to these terms and conditions during the 12 month membership period.  The benefits will only be provided to the extent that they are used during the 12 month period and will be provided only as the services provided (that is, they do not have a cash equivalent value).  Any services that are not used during the 12 month membership period will not be refunded or otherwise compensated for.

Membership benefits will be provided by a registered veterinarian and/or a veterinary nurse as appropriate.

Please note that the Plan is not pet insurance.

Membership fees

Membership fees for each 12 month period are set by TVH and are payable by the member.

There are currently two options for the membership fee, up front or by instalments.  Details of each option are attached to these terms and conditions.  Where you have chosen the instalment option a direct debit authority or other payment method satisfactory to TVH will be required.

On 1 July of each year the membership fee will be reviewed. You will be advised of any change to the membership fee prior to the end of your current membership period.  Any change to the membership fee will apply to any renewal of your membership that occurs following the date of the change. 

Cancellation of your membership

Each membership is for a 12 month period. 

Cancellation of membership during a 12-month membership period is not permitted unless otherwise agreed to by TVH as a result of extenuating circumstances applying to you or your pet.  Where TVH agrees to cancellation of a membership during a 12-month membership period TVH reserves the right to determine any refund of fees that may be applicable (where you have paid for the membership using the upfront payment method) or any cancellation fee that may be applicable (where you have paid for the membership using the instalment payment method) having regard to the remaining term of the membership and the reasonable value of the goods and services that you have obtained through the membership during the membership period.

Transfer of your membership

Transfer of a membership is not permitted unless otherwise agreed to by TVH as a result of a change in ownership or care of your pet.  Where TVH agrees to a transfer TVH reserves the right to require the new owner or carer to agree in writing to the terms and conditions of the membership (including to provide any direct debit authority or other acceptable payment arrangement where the membership is paid for using the instalment option).

Fair use policy

Membership benefit are limited to reasonable usage.  TVH reserves the right to provide the benefits of a membership consistent with this limitation.

Sharing of records and data with Hawthorn East - Animal Emergency Service

You understand that Tooronga Veterinary Hospital is co-located with Animal Emergency Service (AES) and that AES will have access to your pet’s medical records as part of this arrangement.