Membership terms and conditions
Effective Date: 2026-05-01
1. About these Terms
1.1 These Terms and Conditions ("Terms") apply to the Hello Vet Membership.
1.2 By purchasing the Membership, you agree to these Terms. Please read them carefully before joining.
1.3 The Membership is designed to help you access routine preventative veterinary care for your cat and/ or dog in a simple and cost-effective way.
1.4 The Membership is not pet insurance and is not intended to replace pet insurance. It does not cover accidents, illnesses, emergency care, surgery, hospitalisation, diagnostics, medication, or any treatment not expressly included in these Terms.
1.5 The Membership applies only to the named Pet registered when the Membership is purchased. It cannot be transferred to another Pet, another owner, or another person.
1.6 These Terms apply specifically to the Hello Vet Membership. They apply in addition to our Website Terms of Use and any other applicable Hello Vet terms, policies, or notices. If there is any conflict between these Terms and our Website Terms of Use in relation to the Membership, these Terms will apply to the Membership.
1.7 The Membership Benefits are those expressly set out in these Terms and confirmed at the point of purchase. General information on our Website is for information only and does not vary these Terms unless expressly stated.
2. Definitions
In these Terms:
"Annual Vaccination" means one annual booster vaccination Membership Benefit during each Membership Year for the vaccines included in the relevant Membership Type. If our veterinary team reasonably decides that a restart course is clinically required for one or more of those listed vaccines, we may treat that restart course as the Annual Vaccination Membership Benefit for that Membership Year.
"Annual Vet Consultation" means one standard daytime consultation for your Pet during each Membership Year, separate from and in addition to the Annual Vaccination appointment. The Annual Vet Consultation Membership Benefit covers the Consultation Fee only and excludes specialist consultations.
"Approved Clinic" means a clinic owned by Eve Animal Care Ltd, trading as Hello Vet.
"Canine Membership" means the Hello Vet Membership for a dog, including the Membership Benefits for dogs described in these Terms.
"Consultation Fee" means the standard fee charged by Hello Vet for a standard consultation with a vet or nurse during normal opening hours.
"Excluded Items" means products or services excluded from the Membership Benefits and for which additional charges will apply, as set out in clause 7 (What is not included).
"Feline Membership" means the Hello Vet Membership for a cat, including the Membership Benefits for cats described in these Terms.
"Hello Vet", "we", "us" or "our" means Eve Animal Care Ltd, trading as Hello Vet.
"Membership" means the Hello Vet Membership purchased for your Pet.
"Membership Benefits" means the benefits expressly included in your Membership and listed in section 5.
"Membership Type" means the Canine Membership or the Feline Membership, as applicable.
"Membership Year" means the 12-month period starting on the date your Membership becomes active.
"Pet" means the domestic cat or dog registered on your Membership.
"Services" means the standard in-clinic veterinary or nursing services we provide during normal opening hours. Services do not include the Excluded Items.
"Written Prescription" means two written prescriptions, one for flea and one for worm treatment for the Pet during each Membership Year, subject to clinical suitability and any legal, regulatory and professional requirements that apply to prescribing. The Written Prescriptions do not include the treatment product.
"you or your" means the person who buys the Membership.
3. Eligibility
3.1 The Membership is available only for domestic cats and dogs aged 12 months or over at the time of purchase.
3.3 The Membership does not include puppy or kitten primary vaccination courses.
3.4 You must be at least 18 years old to purchase the Membership.
3.5 You must be the legal owner of the Pet, or have the legal owner's authority to purchase the Membership and make decisions about the Pet's veterinary care.
3.6 We may refuse, delay, suspend, or amend Membership Benefits where we reasonably consider that the Membership is not clinically appropriate for your Pet or where incorrect information has been provided.
4. Membership term
4.1 The Membership lasts for 12 months from the date it becomes active.
4.2 The Membership becomes active only once we confirm in writing that it is active, which shall normally be after payment has been received in full by us.
4.3 Membership Benefits cannot be used before the Membership is active.
4.4 Membership Benefits cannot be used retrospectively. This means the Membership cannot be applied to appointments, Services, products, or charges that happened before the Membership became active.
4.5 Unused Membership Benefits expire at the end of the relevant Membership Year. They cannot be carried forward, exchanged for cash, refunded, transferred, or used for any other pet.
5. Membership Benefits
5.1 During each Membership Year, your Pet will be entitled to the Membership Benefits listed below.
5.2 All Membership Benefits are subject to appointment availability, clinical suitability, our booking and cancellation rules, applicable legal and regulatory requirements, and these Terms.
5.3 The Membership Benefits (and any connected discount) cannot be combined with any other offer, promotion, package, or discount unless we expressly agree otherwise.
5A. Canine Membership
5A.1 Annual Vaccination
5A.1.1 The Canine Membership includes one annual booster vaccination course during each Membership Year, consisting of:
- DHPPi, using Canigen or an equivalent product selected by Hello Vet;
- Lepto4, using Canigen or an equivalent product selected by Hello Vet.
5A.1.2 The Canine Membership does not include: puppy primary vaccination courses, rabies vaccination, kennel cough vaccination, or any vaccine not listed above.
5A.1.3 If our veterinary team reasonably decides that a restart course is clinically required for the canine vaccines listed above, we may, at our discretion, offer the restart course as the Annual Vaccination benefit for the Canine Membership during the relevant Membership Year.
5A.2 Annual Vet Consultation
5A.2.1 The Canine Membership includes one Annual Vet Consultation in addition to the Annual Vaccination during each Membership Year providing that where you seek a consultation at the same time as the Annual Vaccination for any matter other than the vaccination itself, that consultation shall count as the Annual Veterinary Consultation.
5A.2.2 The Annual Vet Consultation covers the Consultation Fee only and does not include the Excluded Items.
5A.3 Further Consultation Discount: Canine Membership
5A.3.1 Once the Annual Vet Consultation has been used in the relevant Membership Year, the Canine Membership gives you 30% off the Consultation Fee for any additional standard vet or nurse consultations during normal opening hours during the rest of that Membership Year.
5A.3.2 The above discount applies only to the Consultation Fee for eligible standard consultations.
5A.4 Flea and worm written prescription
5A.4.1 The Canine Membership includes two Written Prescriptions, one for flea and one for worm treatment during each Membership Year. The prescription may cover up to 12 months' treatment, where clinically appropriate.
5A.4.2 The Written Prescription Membership Benefit does not include the treatment products themselves, dispensing, postage, third-party pharmacy charges, parasite testing, or additional parasite consultations.
5A.4.3 If your Pet's weight changes during the Membership Year and our veterinary team considers that a different weight range is required, we will issue one replacement Written Prescription for the correct weight range free of charge during that Membership Year.
5A.4.4 If you choose to use a third-party pharmacy or supplier, that third party is responsible for its own products, pricing, delivery, stock, terms and service. Hello Vet is not responsible for any third-party pharmacy or supplier costs, delays, errors, availability, or service issues.
5B. Feline Membership
5B.1 Annual Vaccination
5B.1.1 The Feline Membership includes one annual booster vaccination course during each Membership Year, consisting of one clinically appropriate feline vaccination protocol selected by Hello Vet, which may include:
- RHP, using Feligen or an equivalent product selected by Hello Vet;
- FeLV, using Leucogen or an equivalent product selected by Hello Vet; and
- RCP/FeLV, using Leucofeligen or an equivalent product selected by Hello Vet.
5B.1.2 The Feline Membership does not include kitten primary vaccination courses, rabies vaccination, or any vaccine not listed above.
5B.1.3 If our veterinary team reasonably decides that a restart course is clinically required for the feline vaccines listed above, we may, at our discretion, offer the restart course as the Annual Vaccination benefit for the Feline Membership during the relevant Membership Year.
5B.2 Annual Vet Consultation
5B.2.1 The Feline Membership includes one Annual Vet Consultation, in addition to the Annual Vaccination, during each Membership Year providing that. where you seek a consultation at the same time as the Annual Vaccination for any matter other than the vaccination itself, that consultation shall count as the Annual Veterinary Consultation.
5B.2.2 The Annual Vet Consultation covers the Consultation Fee only and does not include the Excluded Items.
5B.3 Further Consultation Discounts: Feline Memberships
5B.3.1 Once the Annual Vet Consultation has been used in the relevant Membership Year, the Feline Membership gives you 30% off the Consultation Fee for any additional standard vet or nurse consultations during normal opening hours during the rest of that Membership Year.
5A.3.2 The above discount applies only to the Consultation Fee for eligible standard consultations.
5B.4 Flea and worm written prescription
5B.4.1 The Canine Membership includes two Written Prescriptions, one for flea and one for worm treatment during each Membership Year. The prescription may cover up to 12 months' treatment, where clinically appropriate.
5B.4.2 The Written Prescription Membership Benefit does not include the treatment products themselves, dispensing, postage, third-party pharmacy charges, parasite testing, or additional parasite consultations.
5B.4.3 If your Pet's weight changes during the Membership Year and our veterinary team considers that a different weight range is required, we will issue one replacement Written Prescription for the correct weight range free of charge during that Membership Year.
5B.4.4 If you choose to use a third-party pharmacy or supplier, that third party is responsible for its own products, pricing, delivery, stock, terms and service. Hello Vet is not responsible for any third-party pharmacy or supplier costs, delays, errors, availability, or service issues.
6. Approved Clinics
6.1 Your Membership is with Hello Vet. Membership Benefits are available only at Approved Clinics and are subject to appointment availability, clinical suitability and these Terms.
6.2 If you choose for your Pet to receive routine, preventative or other veterinary care from a clinic that is not an Approved Clinic, that care will not be covered by the Membership and you will be responsible for any charges made by that clinic.
6.3 Nothing in these Terms prevents you from using another veterinary practice for your Pet. However, unless we agree otherwise in writing, Services provided by a clinic that is not an Approved Clinic will not count as Membership Benefits and will not be reimbursed by us.
6.4 If you would like to move your main clinic to another Approved Clinic, please contact us.
6.5 We are not responsible for services, products, advice or charges provided by any other clinic or third party that is not acting on our behalf.
7. What is not included
7.1 The Membership includes only the Membership Benefits expressly listed in these Terms.
7.2 Unless expressly stated otherwise, the Membership does not include the following (Excluded Items):
- rabies vaccination;
- primary vaccination courses for puppies or kittens
- kennel cough vaccination;
- medication;
- bandaging and protective products;
- flea, worm, tick, or parasite treatment products;
- parasite testing;
- diagnostics;
- laboratory tests;
- blood tests;
- urine tests;
- nail clips;
- anal gland expression;
- imaging, including X-ray or ultrasound;
- procedures;
- surgery;
- dental treatment;
- hospitalisation;
- emergency care;
- out-of-hours care;
- referral services and letters;
- specialist services;
- home visits;
- food or prescription diets;
- insurance claim administration;
- repeat prescription checks, unless otherwise agreed;
- travel documentation including health or vaccination certificates;
- health certificates;
- euthanasia or cremation;
- third-party products or services; and
- any service or product not expressly listed as included.
8. Clinical discretion
8.1 All veterinary care and Membership Benefits are subject to the professional judgement of our veterinary and nursing team and any legal, regulatory and professional duties that apply to them.
8.2 We may delay, adapt, substitute or decline a Membership Benefit where this is reasonably necessary because it would otherwise be unsafe, clinically inappropriate, unlawful, unavailable, or not in your Pet's best interests. Examples include delaying a vaccination because your Pet is unwell, requiring a current weight or examination before issuing a Written Prescription, choosing an equivalent vaccine brand, or declining a prescription where prescribing requirements are not met.
8.3 If a Membership Benefit cannot be provided for clinical reasons, we will discuss the available options with you. This does not automatically entitle you to a refund, credit, alternative benefit, or cash equivalent.
9. Appointments and availability
9.1 Membership Benefits are subject to appointment availability.
9.2 The Membership does not guarantee:
- priority booking;
- appointment availability at a particular clinic, including same-day appointments;
- treatment by a particular vet or nurse;
- any specific clinical outcome.
9.3 We may prioritise appointments by clinical urgency.
9.4 You are responsible for booking appointments in good time so that you can use your Membership Benefits before the end of the Membership Year.
9.5 If you arrive late, miss an appointment or cancel without giving the notice required by our booking policy, our usual late cancellation or missed appointment policy may apply. We also have the right to deem the Membership Benefit related to the missed or cancelled booking as used, even if you have not received that Membership Benefit.
10. Payment
10.1 The Membership is paid as a single annual upfront payment unless we clearly offer a different payment option.
10.2 If we have applied a Membership Benefit before payment is completed, we may charge the standard non-Membership price.
10.3 If payment remains outstanding, we may cancel or suspend the Membership and recover any outstanding amounts owed.
11. Renewal
11.1 At the end of each Membership Year, the Membership will automatically renew for a further 12 months unless you cancel before the renewal date.
11.2 The renewal fee will be our then-current annual fee for the relevant Membership Type at the time of renewal.
11.3 We will send you a renewal reminder before your renewal. We aim to send the first reminder at least 30 days before the renewal date and, where reasonably practicable, a further reminder at least 7 days before the renewal date.
11.4 You can stop automatic renewal at any time before the renewal date by logging into the Membership portal and toggling off the auto-renewal for your pet.
11.6 If your Membership renews, you may cancel the renewed Membership within 14 days after the renewal date. If you do, we will refund the renewal payment less a fair amount for any Membership Benefits used during that renewal period.
12. Cancellation and refunds
12.1 Cooling-off period
12.1.1 You may cancel the Membership for any reason during the 14 day "cooling off" period. This period begins on the Membership start date and will apply from each renewal date onwards.
12.1.2 If you cancel within that 14-day period and no Membership Benefits have been used, we will refund the Membership fee in full.
12.1.3 If, during that 14-day period, you ask us to start providing the Membership immediately and you then cancel within that period, we may deduct a fair and proportionate amount for the Membership Benefits already supplied before cancellation. Where a Membership Benefit has been used, we may use our usual non-member price for that benefit where this fairly reflects the value already provided.
12.1.4 We may ask you to confirm at the point of purchase that you want the Membership to start immediately and that you understand deductions may be made if you cancel during the 14-day period.
12.2 Cancellation after the cooling-off period
12.2.1 After the cooling-off period, the Membership is intended to run for the full Membership Year and you will not be able to cancel the Membership.
12.2.2 You may cancel early if your Pet dies in accordance with clause 12.3 below, if we make a material adverse change to your Membership and you do not accept it, if we can no longer lawfully or safely provide the Membership, or if there is another exceptional circumstance and we agree to cancellation in our discretion.
12.2.3 If we agree to cancel early after the cooling-off period, in our discretion, any refund will be fair and proportionate. We may deduct: (a) the value of any Membership Benefits already used, normally using our standard non-member price at the time the benefit was supplied; and (b) any non-refundable third-party costs that we properly incurred for you with your agreement.
12.3 Bereavement
12.3.1 If your Pet dies during the Membership Year, you may cancel the Membership.
12.3.2 We will refund a fair amount of the Membership fee for the unused part of the Membership Year after deducting the value of any Membership Benefits already used based on the standard non-membership price for those services. We will not charge an administrative fee for bereavement cancellation.
12.4 Refund timing
12.4.1 Once a refund is agreed, we will make it without undue delay and, in any event, within 14 days.
12.4.2 Refunds will usually be made using the original payment method unless we agree another method with you or the original method is no longer available.
13. Suspension or termination by Hello Vet
13.1 We may suspend or terminate your Membership if:
- any payment due under the Membership has not been completed, is reversed, is disputed, or fails and is not resolved within a reasonable period after we contact you.
- you breach these Terms;
- you attempt to transfer or resell the Membership;
- you provide inaccurate or misleading information;
- you misuse the Membership;
- you behave abusively, threateningly, or inappropriately towards our staff;
- we reasonably believe there has been fraud or attempted fraud; and
- continuing the Membership would be unlawful, unsafe, or clinically inappropriate.
13.2 If we suspend your Membership, you will not be able to use Membership Benefits while the Membership is suspended.
13.3 If we terminate your Membership because of breach, misuse, fraud, or non-payment, we may refuse a refund and may charge the standard non-member price for any benefits already provided, less any amount you have already paid.
13.4 If we terminate your Membership because of breach, misuse, fraud, or non-payment, we may charge you the standard non-Membership price for any benefits used, less any amount already paid by you.
13.5 We may reactivate a suspended or terminated Membership at our sole discretion, subject to payment of any outstanding amounts and any conditions we reasonably require.
14. Providing your Pet's information
14.1 You must give us accurate, complete and up-to-date information about you and your Pet that is reasonably relevant to the Membership and the veterinary care we provide.
14.2 You must tell us if your contact details change or if your Pet's weight changes materially during the Membership Year, particularly where this may affect flea and worm prescribing.
15. Changes to the Membership
15.1 We may make changes to the Membership or these Terms where those changes do not materially reduce the Membership Benefits and do not increase the price you pay during the current Membership Year.
15.2 We may also make changes during the current Membership Year where this is reasonably necessary to reflect changes in law, regulation, professional guidance, clinical safety, or the availability of vaccines, medicines or other products. Where reasonably possible, we will use a clinically appropriate equivalent or make another reasonable substitute.
15.3 We will not increase the price during your current Membership Year. Any fee increase will apply from the next renewal only, and we will inform you prior to the renewal date.
15.4 If we make a material change during your current Membership Year that that materially and adversely affects your Membership we will give you reasonable notice, explain the change, and let you cancel before the change takes effect for a fair refund of the unused part of the Membership Year, taking into account any Membership Benefits already used.
16. Product availability and substitutions
16.1 We may use equivalent vaccine or product brands where the listed brand is unavailable or where our veterinary team considers an alternative clinically appropriate.
16.2 If a listed vaccine or product becomes unavailable, discontinued, subject to supply issues, or unsuitable, we may substitute an equivalent product where clinically appropriate.
16.3 Any substitution will be made at our clinical discretion and in accordance with the professional judgement of our veterinary team.
17. Communications
17.1 We may contact you by email, SMS, phone, post or through our usual client communication systems about your Membership, your Pet's care, appointments, payment, renewal, cancellation and important service updates.
17.2 These operational and service communications are part of the Membership and are not marketing.
17.3 We will only send you marketing communications where we are legally permitted to do so. You can opt out of our marketing communications at any time.
17.4 We will process your personal data in accordance with our Privacy Policy , which explains how we collect, use, store, share and protect your personal data, and how you can exercise your data protection rights.
18. Complaints
18.1 If you have any concern about your Membership or the care or Service you have received from us, please speak to a member of our team as soon as reasonably possible so that we can review the matter and, where appropriate, seek to resolve it.
18.2 If you wish to make a complaint, please put your concerns in writing to our care team at complaints@hellovet.co.uk.
18.3 When making a complaint, please include:
- a factual summary of the events that led to your complaint;
- what outcome or resolution you are seeking;
- your Pet and Membership details; and
- how you would like us to keep you updated.
18.4 Please raise any complaint as soon as reasonably possible and within 3 months of the relevant event, or within 3 months of the matter first coming to your attention. This helps us investigate effectively and reach a fair resolution. We may still consider complaints raised after that time where it is reasonable to do so.
18.5 We will acknowledge your complaint within 5 working days of receipt.
18.6 We will investigate your complaint thoroughly and aim to provide a full written response within 14 working days of acknowledging your complaint. If we cannot provide a full response within that timeframe, we will contact you to explain the reason for the delay and provide an updated timescale.
18.7 Where a complaint requires further investigation, we may provide holding updates every 14 working days until we are able to give a final response. Please allow up to 28 working days for an outcome response where a full and detailed investigation is required.
18.8 If you remain unhappy after our internal complaints process has been completed, you may contact the Veterinary Client Mediation Service, which offers a free mediation service for veterinary clients. Further information is available at vetmediation.co.uk/clients. You can contact VCMS by telephone on 0345 040 5834 or by email at enquiries@vetmediation.co.uk.
18.9 We ask that all clients communicate with our team patiently, courteously, and respectfully. We may take appropriate action if a client behaves abusively, threateningly, or inappropriately towards our team.
19. Liability
19.1 Nothing in these Terms limits or excludes liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and your statutory rights as a consumer.
19.2 We are legally required to provide our Services with reasonable care and skill. Nothing in these Terms affects that obligation or any rights you have under the Consumer Rights Act 2015 or other consumer laws.
19.3 The Membership does not guarantee any particular diagnosis, treatment result, health improvement or prevention of illness for your Pet and it does not replace pet insurance.
19.4 Subject to clauses 19.1, 19.3 and 19.6, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
19.5 We are not responsible for losses that are not foreseeable, that were not caused by our breach or negligence, or that arise because you did not give us accurate information or did not follow reasonable clinical advice.
19.6 We are also not responsible for acts or omissions of third parties that are not under our control, such as third-party pharmacies, courier companies or external referral providers, except where we are legally responsible for them.
20. Governing law
20.1 These Terms are governed by the laws of England and Wales.
20.2 The courts of England will have jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere.