1
Introduction
North Maclean Family Vet ("the Clinic", "We", "Us", "Our") ABN 38627539806.
These Terms & Conditions govern your enrolment in any of the Little Paws, Big Paws, Old Paws, Big Claws, or Old Claws Protection Plans ("Care Plan", "the Plan"). By enrolling, you ("the Client", "You", “Your”) agree to be bound by these terms.
2
About Care Plans
2.1 A Care Plan is a preventative healthcare subscription that bundles a set of veterinary services and/or products for Your pet over a fixed membership period, in exchange for a recurring or upfront fee.
2.2 Our Care Plans help owners maintain and improve the health of their pets with comprehensive preventative and health check services. Our goal is ensuring on-going owner education in relation to animal health and wellness, and promote pet health, comfort and longevity where possible.
2.3 Our Care Plans are not pet insurance and do not cover illness, injury, emergency treatment, surgery, or any condition not expressly listed as included in Your chosen Plan. We recommend You consider separate pet insurance for unexpected veterinary costs.
2.4 Plan inclusions, pricing, and eligible pets are set out in Your Plan Summary provided at sign-up, which forms part of these Terms.
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Eligibility & Enrolment
3.1 Plans are available for dogs and cats of specified age ranges (see Plan Summary); age limits may apply for enrolment and renewal.
3.2 One Plan applies to one named pet and is not transferable to another animal.
3.3 Enrolment is confirmed once Your first payment is successfully processed.
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Fees & Payment
4.1 Payment options: Care Plans may be paid via monthly direct debit or as a single annual payment, as selected at enrolment.
4.2 Direct debit authority: By enrolling in monthly payments, You authorise the Clinic (or its nominated payment processor) to debit Your nominated card or account on the agreed date each month.
4.3 Failed payments: If a payment fails, We will attempt to notify you and may retry the debit. Continued non-payment may result in suspension of Plan benefits and/or referral to a debt collection agency. A dishonour or late payment fee may apply, consistent with Your card provider's or our processor's standard fees.
4.4 No refunds for unused services: Fees paid are for access to the Plan and its benefits during the membership period. Unused inclusions do not entitle You to a refund, credit, or cash equivalent, except as required by the Australian Consumer Law (see Section 9).
4.5 Price changes: We may vary Plan pricing on renewal or with at least 30 days' written notice during Your membership term. Continued use of the Plan after notice constitutes acceptance of the new pricing.
5
Term, Renewal & Cancellation
5.1 Minimum term: Care Plans are offered on a minimum 12-month term unless otherwise stated in Your Plan Summary.
5.2 Automatic renewal: Unless cancelled in accordance with clause 4.3, Your Plan will automatically renew for a further 12-month term at the then-current price.
5.3 Cancellation by you: You may cancel at the end of your current term by providing at least 30 days' written notice before the renewal date. Early cancellation during the minimum term will require repayment of the discount value of services already used in excess of fees paid to date (see clause 4.5).
5.4 Cancellation by us: We may suspend or cancel your Plan if:
- payments remain overdue after reasonable attempts to collect
- You provide false information at enrolment; or
- Your pet passes away, is rehomed, or is no longer eligible (see clause 4.6).
Fees paid are for access to the Plan and its benefits during the membership period.
5.5 Early exit — reconciliation of benefits used: If You cancel before completing the minimum term, We may calculate the value of services already received at full non-Plan pricing and offset this against fees paid, with any shortfall payable by you, or any credit balance refunded to You.
5.6 Death or loss of pet: If your pet passes away or is permanently rehomed during the term, please notify Us as soon as possible. We will cancel the Plan and:
- cease future payments from the date of notification; and
- assess any past benefit usage in line with clause 4.5, at our discretion, taking into account the circumstances.
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What's Included/Excluded
6.1 Inclusions are specific to Your selected Plan tier and are listed in Your Plan Summary. Typical inclusions may be but are not limited to:
- annual health examination & vaccination
- flea, tick and worming prevention
- nail clips
6.2 Exclusions are typically (unless stated otherwise):
- illness or injury treatment
- surgery, anaesthesia, or hospitalisation
- medications not listed in the Plan
- diagnostic imaging or pathology outside routine wellness checks
6.3 Benefits are non-transferable between pets and do not roll over to the next membership year unless expressly stated.
6.4 Memberships are ongoing and cannot be paused or placed on hold. Membership benefits and entitlements are designed to provide consistent preventative care for Your pet. If a membership is not actively utilised, monthly payments will still apply to maintain the plan, or, cancellation can be requested.
6.5 Some inclusions may only be redeemed a set number of times per year (e.g., "one vaccination per annum"); unused entitlements are forfeited at the end of the Plan year.
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Using Your Care Plan
7.1 Bookings for Plan services are subject to normal appointment availability.
7.2 Failure to comply with our Bookings & Cancellations Policy may result in deposits being taken prior to re-booking. This applies to all clients, including Care Plan members.
7.3 Proof of current Plan membership (e.g. account lookup) may be required at each visit.
7.4 Our veterinarians retain full clinical discretion; if a pet's condition requires care beyond the Plan's scope, additional charges will apply and will be discussed with You before treatment.
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Changes To The Plan
8.1 We may update these Terms, Plan inclusions, or pricing from time to time. Material changes will be notified to You by email or SMS at least 30 days before they take effect. Your continued participation after that date constitutes acceptance.
8.2 We strive to maintain an updated inventory of products and services offered. However, in certain circumstances, products or services may become unavailable due to factors beyond Our control and We will make every effort to source a suitable alternative of comparable value and quality. We do not offer financial compensation for products that are unavailable or substituted and cannot be held liable for any losses, damages or inconvenience resulting from the substitution of products or services.
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Liability
9.1 Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) that cannot lawfully be excluded.
9.2 To the extent permitted by law, Our liability for any claim arising from these Terms or Your Care Plan is limited to the resupply of the relevant service or the cost of resupplying it.
9.3 We are not liable for any indirect or consequential loss arising from Your participation in a Care Plan.
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Your Rights Under Australian Consumer Law
10.1 Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for other reasonably foreseeable loss or damage. You are also entitled to have services re-supplied if they fail to be of acceptable quality, where the failure does not amount to a major failure.
11
Privacy
11.1 Personal information collected in connection with your Care Plan is handled in accordance with our Privacy Policy, available at www.nmfv.com.au and in compliance with the Privacy Act 1988 (Cth).
11.2 Each plan has been designed by Us and is administered by Stripe Payments Australia Pty Ltd (ABN 66160180343). Veterinary services are provided by North Maclean Family Vet and Stripe Pty Ltd supplies Your payment management and online system.
11.3 You authorise the Clinic to share your personal contact details, details of your pet(s) and payment information with Stripe for the purpose of managing Your membership.
11.4 You agree to receive communication from Stripe and the Clinic regarding Your membership.
12
General
12.1 Governing law: These Terms are governed by the laws of Queensland, Australia.
12.2 Severability: If any provision is found invalid, the remainder continues in effect.
12.3 Entire agreement: These Terms, together with your Plan Summary, constitute the entire agreement between You and the Clinic regarding Your Care Plan.
12.4 Contact: Questions about Your Plan can be directed to Our Management team either by phone on 0732970803 or email to admin@northmacleanfamilyvet.com.au