Membership Terms & Conditions
TERMS AND CONDITIONS OF VIRTUE VETS VETERINARY CARE SUBSCRIPTION PLAN
VIRTUE VETS
1. THESE TERMS
1.1. What these terms cover. These terms and conditions (“Terms”) govern the subscription plan for veterinary care services provided by us (“Plan”). By subscribing to the Plan, you agree to be bound by these Terms.
1.2. Why you should read them. Please read these Terms carefully before you subscribe to the Plan. These Terms tell you who we are, how we will provide services to you, how you and we may end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms, please contact us to discuss.
1.3. These terms may have changed since you last reviewed them. We may amend these Terms from time to time. We recommend that you check them each time you use our website or subscribe to the Plan to make sure that you are aware and understand the terms that apply. These Terms were most recently updated on 6th February 2026.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1. Who we are. We are Virtue Petco Limited, a company registered in England and Wales. Our company registration number is 15720054 and our registered office is at 17 Nottingham Street, 2nd Floor East, London, England, W1U 5EW. We operate the website https://virtuevets.com/.
2.2. How to contact us. You can contact us by telephone at 020 3011 1032 or by writing to us at hello@virtuevets.com or 17 Nottingham Street, 2nd Floor East, London, England, W1U 5EW.
2.3. How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us when you subscribed to the Plan.
2.4. “Writing” includes emails. When we use the words “writing” or “written” in these Terms, this includes emails.
3. OUR CONTRACT WITH YOU
3.1. The Plan is only available for pets that are registered with us. Your pet must be registered at one of our practices. A list of our practices is available on our website.
3.2. You can apply for subscription to the Plan in a practice or online at our website. Your subscription to the Plan is a contract between you and us and is subject to these Terms. That contract comes into existence when we confirm to you in writing that we have accepted your application.
3.3. You must not be a minor to subscribe to the Plan. By applying for subscription to the Plan, you confirm and warrant that you are 18 years of age or older. If we believe or discover that you are under 18 years of age, we reserve the right to reject your application or cancel your subscription to the Plan accordingly.
3.4. Veterinary services under your subscription will be provided by the practice. The contract for the performance of veterinary services will be between you and the practice at which your pet is registered and is subject to their terms and conditions. Please read them carefully before you agree to receive the veterinary services from them. You will not be required to pay the practice for those veterinary services included in your subscription, subject to any limits set out in your chosen package. You will, however, be responsible for paying the practice directly for veterinary services not included in your subscription and where the subscription provides for a discounted rate only. We also reserve the right to provide different services at different clinics (e.g. CT scans).
4. THE VETERINARY CARE SUBSCRIPTION PLAN
4.1. The Plan is a veterinary care services plan. It is not a pet insurance policy or intended to be a replacement for a pet insurance policy. We recommend that you take out appropriate pet insurance for your pet with a reputable insurer.
4.2. Your subscription is specific to your pet identified in your application. When you apply for subscription to the Plan, you will be asked to identify your pet. Your subscription is specific to that pet and cannot be used for, or transferred to, any other pet.
4.3. The veterinary services and benefits that you will receive depend on your chosen package. We will provide you with details of the packages available when you apply for subscription to the Plan. If you have also purchased the flea and worming add-on package, then this is bound by the same terms and conditions outlined here and, by signing this document, you agree to be bound by these same terms.
4.4. You must claim the veterinary services and benefits under your subscription in a timely manner. That is, within 3 months of eligibility, unless otherwise decided by us. Veterinary services and benefits not claimed within such period will be forfeited and cannot be backdated or redeemed retroactively. You are also responsible for claiming the available veterinary services and benefits under your subscription within the relevant contract year as they cannot be rolled forward into the following contract year.
4.5. Fair usage. This is particularly relevant for veterinary consultations and travel paperwork. If we, in our sole opinion, decide that your usage of the Plan does not reflect the subscription paid for, we will contact you to let you know and discuss your alternatives. This may require the payment of additional fees or result in a request to limit what we consider to be excess usage of the Plan.
4.6. Changes we can always make. We can always change the veterinary services and benefits under your subscription to reflect changes in relevant laws and regulatory requirements and to make minor technical adjustments and improvements. These are changes that do not affect the veterinary services and benefits under your subscription.
4.7. Changes we can only make if we give you notice and an option to end your subscription. We may also make substantive changes to the veterinary services and benefits under your subscription annually upon renewal of the contract, or during the contract year (as defined at paragraph 5 below) if any such service or benefit is no longer available. We will notify you at least 30 days before the change will take effect. If you do not agree to the change, you may end the contract by contacting us at least 30 days before the change is to take effect.
5. TERM OF YOUR SUBSCRIPTION
Your subscription is an annual rolling contract. Your subscription will start when we confirm to you in writing that we have accepted your application to subscribe to the Plan and will continue for a period of 12 months and, thereafter, automatically renew for successive periods of 12 months (each 12-month period being referred to in these Terms as a “contract year”).
6. YOUR RIGHTS TO END YOUR SUBSCRIPTION
6.1. Your legal right to change your mind (Consumer Contracts Regulations 2013). If you apply to subscribe to the Plan online, you have 14 days after the date we confirm our acceptance of your application, to change your mind and cancel the subscription immediately, but you lose the right to change your mind where you have started receiving the veterinary services and benefits under your subscription.
6.2. You may also end your subscription if:
6.2.1. Your pet has passed away (perished). You can end your subscription immediately if your pet dies.
6.2.2. You no longer wish to maintain it. You can end your subscription at any time for any reason, for example as a result of a change to the services or an increase in the subscription fees (see paragraphs 4.7 and 10.3 for more details), by giving us at least 30 days’ notice in writing.
6.2.3. If you do not want it to renew automatically. If you do not want your subscription to renew automatically at the end of a contract year in accordance with paragraph 5 above, you must tell us in writing at least 30 days before the end of that contract year.
6.3. How to end your subscription. You must tell us that you want to end your subscription by writing to us at the email address at paragraph 2.2 above. Please provide your name, postal address, details of your pet, details of the practice at which your pet is registered and your contact details.
7. CONSEQUENCES OF ENDING YOUR SUBSCRIPTION
7.1 If you end your subscription, your contract with us will terminate automatically. You will no longer be entitled to any of the benefits or discounts under your subscription, but this will not affect your contract with the practice.
7.2. You will be entitled to a refund of the subscription fees paid or to pay us additional sums, as follows:
7.2.1. If you end your subscription under paragraph 6.1, we will refund any subscription fees that you have already paid.
7.2.2. If you end your subscription under paragraph 6.2.1, your subscription will be terminated free of charge but we will not refund any subscription fees that you have already paid and for which you have received the veterinary services and benefits under your subscription whilst your pet was alive.
7.2.3 If you end your subscription under paragraph 6.2.2, or we end your subscription under paragraphs 8.1 or 8.2, refunds of any subscription fees that you have already paid are at our sole discretion and, if the value of the veterinary services and benefits that you have received in that contract year is more than the amount that you have already paid us in that contract year, we reserve the right to charge the difference or the remainder of the subscription fees for that contract year, whichever is less. Such sums will be invoiced to you upon cancellation and must be paid in full within 14 days of the date of the invoice.
8. OUR RIGHTS TO END YOUR SUBSCRIPTION
8.1. Ending your subscription because of something you have done or not done. We can end your subscription immediately at any time if:
8.1.1. You do not make any payment to us when it is due and you still do not make payment within 14 days of our reminding you that payment is due;
8.1.2. The information that you provided to us on subscription is inaccurate, incomplete or misleading;
8.1.3. Your pet ceases to be registered with any of our practices, except where your pet has died;
8.1.4. You repeatedly do not show up, or cancel without notice, appointments for the veterinary services under your subscription;
8.1.5. You are disrespectful, behave inappropriately towards our staff or put the safety and wellbeing of our staff and/or other clients in jeopardy; or
8.1.6. We are concerned about your pet’s welfare, for example due to your decisions that contradict veterinary advice and endanger the pet.
8.2. Ending you subscription in any other circumstances. We may end your subscription at any time for any other reason. We will write to you to let you know at least 30 days before the contract ends.
9. IF THERE IS A PROBLEM WITH THE SERVICES
9.1. How to tell us about problems. If you have any questions or complaints about your subscription, please speak to the Lead Vet at your practice by contacting us in writing or at our email address at paragraph 2.2 above.
9.2. How to tell us about problems with payments. If you have any questions or complaints about any payments under your subscription or direct debit mandate, you can contact us at the email address or telephone number at paragraph 2.2 above.
9.3 You have rights if there is something wrong with your service. If you think there is something wrong with your service, you must contact us at the telephone number or email address at paragraph 2.2 above. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us (see paragraph 13 below).
Summary of your key legal rights
If your product is services, for example veterinary services, the Consumer Rights Act 2015 says:
You can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or get some money back if we cannot fix it.
If a price has not been agreed upfront, what you are asked to pay must be reasonable.
If a time has not been agreed upfront, it must be carried out within a reasonable time.
10. FEES AND PAYMENT
10.01 You must pay the subscription fees in advance for the contract year in full or in monthly instalments. You must pay the subscription fees for the contract year in full to us by debit or credit card when your application to subscribe to the Plan is accepted or for each calendar month by direct debit linked to a payment card. We are unable to accept payments by cash, cheque, electronic payment such as PayPal or bank transfer. If you are paying the subscription fees by direct debit, you must provide valid, up-to-date and complete debit card details when your application to subscribe to the Plan is accepted. In doing so, you authorise us to bill such debit card at the start of the contract for the first month and, thereafter, on the last day of each month for the subscription fees payable in respect of the next month. You must notify us of any changes to your direct debit details at least 7 days before your next payment is due.
10.2. We may take further action if your direct debit payment fails. If we are unable to collect any payment you owe us, we will contact you and you will have a specified period to update your direct debit details. If the payment fails again, or if we are unable to resolve any such payment issues within a reasonable time, then we reserve the right to end the contract immediately or seek collection of debt by a third-party organisation. We also reserve the right to charge you additional sums for each failed direct debit payment to cover our administration costs.
10.3 We may increase the subscription fees. We may do so annually upon renewal of the contract, or during the contract year if the cost of providing the veterinary services and benefits under your subscription increases substantially. We will notify you at least 30 days before the increase will take effect. If you do not agree to the increase, you may end the contract by contacting us at least 30 days before the increase is to take effect.
11. WE DO NOT COMPENSATE YOU FOR ALL LOSSES CAUSED BY US
11.1 We are responsible for losses you suffer caused by us breaking the contract unless the loss is:
11.1.1. Unexpected. That is, it was not obvious that it would happen and nothing you said to us before we accepted your application to subscribe to the Plan meant we should have expected it (so, in the law, the loss was unforeseeable).
11.1.2. Caused by a preventative or delaying event outside our control. If our supply of the veterinary services and benefits under your subscription is prevented or delayed by an event outside our control, such as a natural disaster, pandemic or staff shortages, we will contact you as soon as possible to let you know and do what we can to reduce the delay or accommodate your pet with an alternative solution. As long as we do this, we will not be liable to you for failure to supply the veterinary services and benefits at a particular time and we will not compensate you for any delay.
11.1.3. Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions.
11.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury to human beings caused by our negligence or the negligence of our employees, agents or subcontractors, or for fraud or fraudulent misrepresentation.
11.3. Our liability to you is limited. Subject to the above exceptions, our liability to you for any losses you suffer caused by us breaking the contract shall not exceed the total subscription fees payable by you within that contract year. Our liability to you for any losses you suffer as a result of the veterinary services we have provided to you is as described in the terms and conditions governing your contract with the practice at which your pet is registered.
12. HOW WE MAY USE YOUR PERSONAL INFORMATION
We will only use your personal information as set out in our Privacy Policy.
13. YOU HAVE SEVERAL OPTIONS FOR RESOLVING DISPUTES WITH US
13.1 Our complaints policy. We will do our best to resolve any problems you have with us or our services as per our Complaints Policy.
13.2. Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to The Royal College of Veterinary Surgeons (RCVS) through their website at https://www.rcvs.org.uk/home/. If you are not satisfied with the outcome you can still go to court.
13.3 You can go to court. These Terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
14. OTHER IMPORTANT TERMS
14.1 We may transfer our contract with you to a different organisation. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
14.2 You need our consent to transfer your contract with us to someone else. You can only transfer your rights or obligations under the contract to another person if we agree to this in writing.
14.3 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
14.4 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these Terms are unlawful, the rest will continue to apply.
14.5 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something or for doing something you are not allowed to do, but that does not mean we cannot do it later. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.