E365 Terms and Conditions
By joining the E365, you agree to these terms and conditions. Please read them carefully and ask a member of staff if you have any questions.
If you would like a copy in larger print, please ask at reception.
1. General
1.1 The E365 is a rolling annual preventative healthcare programme. It is not an insurance policy.
1.2 Membership constitutes an agreement between you and Goonbell Holdings Ltd, trading as Edhen Veterinary Surgery.
1.3 Membership and benefits are not transferable to another practice.
1.4 These terms and conditions should be read alongside any additional literature provided by the practice, which also forms part of this agreement.
2. Benefits
2.1 Members will receive discounted products and services, including (but not limited to): Vaccinations, flea, worm, and tick treatments, a full health check with one of our vets
2.2 Full details of what is included are available from the practice.
2.3 Membership fees are based on your pet’s species, age, and weight.
2.4 Treatment outside the scope of the E365 will be charged in line with the practice’s standard fees, terms, and conditions.
3. Your Responsibilities
3.1 You must follow the guidance of our vets and nurses.
3.2 You must ensure your pet attends the practice regularly for the preventative healthcare checks included in the E365.
3.3 If you fail to follow guidance or attend appointments, and we are unable to maintain your pet’s health, we may terminate your membership with immediate effect (in writing).
4. Membership Fees
4.1 Membership fees are collected monthly by Direct Debit.
4.2 Direct Debits are processed by VetSuccess Limited on our behalf. Bank statements will show “VetSuccess on behalf of Edhen Veterinary Surgery.”
4.3 For clarity, your agreement is with Goonbell Holdings Ltd, trading as Edhen Veterinary Surgery. VetSuccess Limited only provides payment support.
5. Renewal and Fee Changes
5.1 Membership for each pet renews automatically on the anniversary of the date the pet joined the E365.
5.2 We will give you at least 30 days’ written notice of any change to membership fees following our annual fee review.
5.3 Between annual reviews, fees may also change if your pet’s age or weight changes. Such changes will take effect as soon as reasonably practical and may increase or decrease fees.
6. Failed Payments
6.1 Failed Direct Debit payments (e.g. insufficient funds) may incur a £10 administration fee. This will be added to your account.
6.2 Payment will be re-presented within 3–5 working days.
6.3 If the second attempt fails, a further £10 fee will be charged and a third and final attempt will be made after another 3–5 working days.
6.4 If the third attempt fails, your membership will be cancelled automatically and your pet will no longer receive E365 benefits.
6.5 If membership is cancelled due to failed payments, your account will be reviewed and you will be charged the full price of any products and services received, minus any membership fees already paid.
7. Ending the Agreement
7.1 You may cancel your membership on your anniversary date by giving at least two weeks’ notice.
7.2 If you cancel before your anniversary date, your account will be reviewed and you will be charged the full price of any products and services received, minus any membership fees already paid.
7.3 We may also end this agreement by giving you written notice.
7.4 Unpaid bills relating to membership fees, treatment, or medicines will be handled under our standard terms and conditions and may be referred to a third-party debt collection agency.
8. Notice
8.1 All notices under this agreement must be in writing.
8.2 “In writing” includes email, post, or delivery by hand.
8.3 When we write to you by post, we will use your most recently provided address.
8.4 To contact us, please use: email: info@edhenvets.co.uk or post to: E365 Administration, Edhen Veterinary Surgery, Edhen Kernyk House, Church Road, Shortlanesend, Truro, TR4 9DD
9. Complaints
9.1 If you wish to complain about the service you receive, please follow the practice’s standard complaints procedure (available on request).
How we use your information
- VetSuccess Limited and Edhen Veterinary Surgery will hold and use your personal data (as defined by UK data protection laws) for the purpose of administering your preventative healthcare plan.
- Both Edhen Veterinary Surgery and VetSuccess Ltd may record and monitor inbound and outbound telephone calls for training purposes. These calls may also be referred to in relation to any future queries.
- We will take all reasonable precautions to ensure the security of your data. Your data will not be shared with anyone else unless there is a legal requirement for us to do so.
- You have the right to see your personal data. If you have any queries about the data we hold, or how we use it, please write to either Edhen Veterinary Surgery, Edhen Kernyk House, Church Road, Shortlanesend, Truro TR4 9DD or VetSuccess Limited, The Chocolate Factory, Keynsham, Bristol, United Kingdom, BS31 2AU.
VetSuccess Limited is a company registered in England and Wales with company number 09633942 whose registered office is at The Chocolate Factory, Keynsham, Bristol, United Kingdom, BS31 2AU.
Goonbell Holdings is a limited company registered in England and Wales with company number 13056442 whose registered office is at 3 Goonbell, St.Agnes, TR5 0PH.