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Effective date: 11th November 2025

Please read the full Terms and Conditions (the “Terms”), as set out below, carefully before signing up for the Best for Pet Wellness Plan. To help you, we’ve highlighted some key points below. These are a summary only and do not replace the full Terms, which prevail if there is any inconsistency.

Limitation of Liability

We are not responsible for delays or failures in providing services or membership benefits caused by events outside our reasonable control (including but not limited to, pandemics, government or regulatory action, failure of utilities, power or technology outages, or flooding). If this happens, we may suspend some or all services or benefits, and in extreme cases, end the Best for Pet Wellness Plan. If we end the plan for this reason, we will refund any prepaid Membership Fees on a pro rata basis.

We may disclose your personal information

We may disclose your personal information to third parties (for example, payment processors, data entry service providers, marketing agencies, market researchers, mailing houses, network administrators, virtual and online veterinary medicine consultation providers, debt collectors, insurers, regulatory bodies and professional advisers) and, where relevant, to overseas recipients in countries where our service providers are located or store data. While we take reasonable steps to ensure such recipients handle personal information in accordance with applicable law, each recipient may have their own privacy policies outlining how they handle personal information.

Please read our privacy policy before signing up to the Best for Pet Wellness Plan. The policy includes important information about how we collect, hold, use and disclose personal information, how you may access your personal information, and how to complain about our privacy handling practices.

To review our third-parties’ policies, or direct any complaints directly to them, please view their company websites:

Asperato – Payment gateway platform

Gocardless – Direct debit provider

Braintree – Credit card payment provider

You may be required to pay fees for payment issues and cancellations

Cancelling your membership early may attract an additional payment, calculated against the savings you have made by using the membership benefits. Refer to clauses 26 to 34 of these Terms for further details on how this is calculated. For the avoidance of doubt, you will not be required to pay more than the annual Membership fee. If you have any questions regarding cancellations, please contact the Best for Pet Wellness Plan support team on [email protected]

We may, directly or through a third-party provider, recover (at the member’s cost) any outstanding Membership Fees, including any reasonable and actually incurred administrative, service or legal costs, and applicable interest associated with the outstanding membership fee or the recovery process.

Annual fee increases

The Membership Fees are specified on our website and will be reviewed annually. If we decide to increase the Membership Fees, we will notify you in writing before the increase takes effect, and any increase in the Membership Fees will not come into effect until your annual membership is renewed. For example, if you joined on 1 June your fee will remain the same until 31 May of the following year and will only increase to the new fee from 1 June of your new annual membership term. If you do not accept the increased Membership Fees, you may opt not to renew your membership.

Changes to the Terms

We may from time to time make changes to these Terms. If we do, we will bring the changes to your attention by sending you an email. If we make change to the Terms, you will have the option of cancelling your membership in accordance with clauses 26 to 34. However, if you continue to use your membership benefits, or you don’t cancel within 30 days, after we have notified you of the changes, we will assume you have accepted them.

Promotions

From time to time we may run promotions in relation to the Program. Promotions and their applicable terms and conditions will be published as a separate terms and conditions URL in addition to these Terms. Promotions cannot be applied retrospectively unless specified in the Promotional terms and conditions.

GENERAL TERMS AND CONDITIONS

INTRODUCTION

  1. Best for Pet Wellness Plan (also, the “Program”) refers to an annual preventative health and wellness program provided by Australian Veterinary Owners League Pty Ltd ACN 601 874 588 (“VetPartners or VP”).*
  2. The Best for Pet Wellness Plan grants Members (in these terms and conditions includes where applicable “Member” or “You”) access to select veterinary services and discounts (the “Benefits”) on an annual basis at a veterinary clinic that is part of the Best for Pet Wellness Plan network (a “Participating Clinic”).
  3. The Program is designed to be preventative care to help keep pets healthy, it is not an insurance program or a substitute for pet insurance.
  4. By joining the Program, Members agree to be bound by these Terms as between VP, the Member and the Participating Clinics.
  5. Members may use their membership only at Participating Clinics. Each Member must nominate a ‘preferred clinic’ as their primary clinic but may book appointments at other Participating Clinics, subject to those clinics’ service availability and appointment capacity.
  6. Members can contact any Participating Clinic, the Best for Pet Wellness Plan support team [email protected] or seek your own independent advice about these Terms.

MEMBERSHIP

  1. Best for Pet Wellness Plan is an annual program. Accordingly, all memberships are for a 12-month period (“Membership Period”), unless you chose to cancel in accordance with clauses 26 to 34.
  2. Your membership will automatically renew for consecutive 12-month periods unless you notify VP that you do not wish for your membership to renew in accordance with clause 9. VP will provide at least 30 days’ prior written notice to Your registered email address before any auto‑renewal, including any changes to Membership Fees or key terms that will apply in the next period.
  3. If You do not wish Your membership to renew for consecutive period 12-month periods (each a “New Term”):
    1. Opting out before renewal – Before the New Term starts, You may opt out of auto-renewal by:
      1. switching off the ‘Autorenew’ setting when You log in to the Best for Pet Wellness Plan online platform; or
      2. emailing the Best for Pet Wellness Plan support team at [email protected].
    2. Cooling‑off after renewal (no benefits used) – If the New Term has started and You have not used any Benefits, You may cancel within 30 days of the start of the New Term (the “Cooling‑off Period”). We will refund Your first monthly membership instalment (or, if paid annually, the Membership Fees for the Renewed Period already paid).
    3. Benefits used or cancellation after 30 days – If You use any Benefits during the New Term, or if You cancel more than 30 days after the New Term starts, the cancellation will be handled under clauses 26 to 34 of these Terms.
  4. Membership is subject to the following conditions:
    1. Eligible pets – Only dogs and cats owned by the Member are eligible. The program does not cover any other species (for example, rabbits) or pets the Member does not own.
    2. One pet per membership – Each membership applies to a single nominated pet.
    3. Separate memberships – A separate membership is required for each additional pet.
    4. Non‑transferable – Memberships cannot be transferred to another owner. If a pet is rehomed, the membership will be subject to the cancellation terms in these Terms.
  5. Members are solely responsible for ensuring their contact details, including their email address and phone number are correct and up to date. Members may update their contact details:
    1. in the Best for Pet Wellness Plan online platform; or
    2. by emailing the Best for Pet Wellness Plan support team at [email protected]
  6. VP accepts no liability for any delay, error, or failure in delivering notices or communications where this results from the Member providing incorrect or outdated contact information.
  7. Memberships cannot be paused, suspended, or placed on hold by Members under any circumstances. If a Member no longer wishes to continue, the cancellation terms in these Terms will apply.

ANNUAL MEMBERSHIP FEES

  1. The annual membership fees are published on the Best for Pet website (https://bestforpet.co.nz) and are subject to annual review (the Membership Fees).
  2. If VP decides to increase the Membership Fees, we will notify you in accordance with clause 8. The increase will only apply when your membership renews for the next term. You are not obliged to accept the new fee. If you choose not to renew, you may notify VP using any of the options set out in clause 9.

For example, if You joined on 1 June your fee will remain the same until 31 May of the following year and will only increase to the new fee from 1 June of Your new annual membership term. If You do not accept the increased membership fees, You can cancel Your membership in accordance with clause 8.

  1. Members may pay the Membership Fees either in full upfront or in 12 equal monthly instalments.
  2. Monthly membership payments are scheduled based on the original sign-up date. This payment date is fixed and cannot be changed. If a payment fails, the system will automatically attempt to retry it.
  3. Members authorize VP to collect all payments due under these Terms by debiting the Member’s nominated bank account via direct debit or charging the Member’s nominated credit card. For the avoidance of doubt, no other method of payment will be accepted. Members must ensure their payment details remain current and that sufficient cleared funds or available credit are maintained to allow each payment to be processed.
  4. If a Member fails to pay an instalment of their annual membership fee, VP may, directly or through a third-party provider, recover (at the member’s cost) any outstanding Membership Fees, including any administrative, service, or legal fees, and applicable interest associated with the outstanding membership fee or the recovery process.

THIRD-PARTY SERVICE PROVIDERS

  1. VP may engage third-party service providers to assist with the administration of the Program, including but not limited to facilitating payments and tracking of Benefit use.
  2. You may be required to comply with the terms and conditions of VP’s third-party service providers. If so, You will be asked to agree with those terms either:
    1. before joining the Program;
    2. upon commencement of the third-party service provider’s engagement by VP; or
    3. if the third-party service provider subsequently amends or updates their terms and conditions in a way that materially affects Your membership or use of the Program.
  3. After You have joined the Program, VP may request Your agreement to a third-party service provider’s terms and conditions (an “Acceptance Request”), VP will identify the third-party provider and include a link to their terms and conditions. If this occurs, the following applies:
    1. If You do not wish to accept the third-party service provider’s terms and conditions, You may cancel Your membership at any time in accordance with Clauses 26 to 34 of these Terms.
    2. If You do not respond to an Acceptance Request within 30 days, VP may reasonably assume that You have accepted the third-party service provider’s terms and conditions, unless You notify VP otherwise in writing.

ADDITIONAL PET MEMBERSHIPS

  1. Members with an active pet subscription are eligible for a 10% discount on the membership of each additional pet. No discount will be applied to the original pet’s membership. Discounts will not apply if any associated membership is inactive, suspended, or cancelled.
  2. In the case that a Member cancels or does not renew a membership for 1 pet, and therefore does not have any ‘additional pets,’ their monthly charge reverts to the full membership price at time of renewal. The additional pet discount of 10% no longer applies.
  3. Cannot be used in conjunction with any other membership discount or promotional code.

CANCELLATIONS

  1. A Member may cancel their membership at any time by providing 30 days’ notice (the “Notice Period”), subject to the conditions outlined below.
  2. Notice of cancellation may be provided by either:
    1. Submitting a cancellation request via the Best for Pet Wellness Plan online platform; or
    2. Informing the Best for Pet Wellness Plan support team at [email protected].
  3. If a Member cancels their Membership before the end of the Membership Period and has not used any Benefits:
    1. Where the Member has paid the Membership Fees in advance, the Member will be entitled to a refund, calculated on a pro-rata basis for the unused portion of the Membership Period; or
    2. Where the Member pays on a month-to-month basis, they will not be entitled to any refund and will be required to pay for the final month of their Membership, which serves as the Notice Period.
  4. If a Member cancels their membership before the end of the Membership Period and has received Benefits under the Program (e.g. discounted veterinary services), the Member must pay the lesser of:
    1. The Remaining Membership Fees for the unused portion of the Membership Period; or
    2. A Reconciliation Fee, calculated as:
      1. The total value of Savings received under the Program, minus
      2. The Membership Fees already paid for the elapsed portion of the Membership Period.

Savings means the difference between:

  • The Participating Clinic’s standard retail price list for the relevant goods or services at the time they were provided (excluding any time-limited promotions); and
  • The amount actually paid by the Member after applying Program discounts.
  1. All calculations under Clauses 28 and 29 will be performed at the end of the Notice Period, once cancellation takes effect and all relevant usage and payment data is available.
  2. The Member may be required to reimburse VP for reasonable and direct costs incurred in processing the cancellation, provided such costs are disclosed to the Member in advance.
  3. Any amount owing by the Member under clauses 28, 29 and 30 must be paid by direct debit or credit card within 30 days of the cancellation becoming effective.
  4. If the Member has paid Membership Fees upfront, VP may set off any amount owing against any refund due under clause 28 or 29.
  5. If any refund is due to the Member under clauses 28 or 29, VP will use reasonable endeavours to process the refund within 30 days of the cancellation becoming effective.

NEW ZEALAND CONSUMER LAW

  1. Nothing in these Terms excludes, restricts or modifies any rights, remedies, guarantees or other obligations that cannot be excluded under the Consumer Guarantees Act 1993 (NZ) (“CGA”), the Fair Trading Act 1986 (NZ), or any other applicable law (“Non-excludable Obligations”), including a Member’s right to cancel immediately if the services fail to meet consumer guarantees.
  2. If there is a failure of a substantial character in the services provided (as defined under the CGA), the Member is entitled to:
    1. cancel the agreement and receive a refund for the unused portion; or
    2. receive compensation for any difference in value between the services provided and the amount paid.

If the failure is not substantial, the Participating Clinic will remedy it within a reasonable time. If not remedied, the Member may seek services elsewhere and recover reasonable costs from VP.

  1. If there is a failure of a substantial character in goods provided (as defined under the CGA), the Member is entitled to:
    1. refund or replacement; or
    2. compensation for the difference in value between the goods provided and the amount paid.

If the failure is not substantial, the goods will be repaired within a reasonable time. If not repaired, the Member may choose a refund or replacement.

MEMBERSHIP BENEFITS

  1. Benefits may vary depending on the version of the plan you have signed up for. Below are links to each plan, including their respective benefits and exclusions:
    1. Cat/Dog Plan – For memberships activated or renewed before 15th December 2025
    2. Cat/Dog Plan – For memberships activated or renewed on or after 15th December 2025
  1. Benefits may only be used appropriately for the covered pet.
  2. All Benefits will be subject to availability and the professional recommendation of the treating veterinarian at the Participating Clinic.
  3. Benefits are not to be used in conjunction with any other offer and cannot be exchanged or redeemed for cash or other consideration.
  4. Benefits:
    1. expire at the end of the Membership Period;
    2. may only be redeemed within the Membership Period (or prior to the termination of the membership for any reason); and
    3. do not accumulate.
  5. Any additional goods, services, consultations and/or treatments not covered by the program (including any additional consultation hours, diagnostic work and medications) will be payable at the Participating Clinic’s standard current fee schedule. Members should contact their Participating Clinic to obtain their current fee schedule.
  6. If a membership is suspended or has outstanding payments, no Benefits can be claimed for that period, and no claims will be backdated. All Benefits during the affected time are forfeited.

MEMBER CONDUCT

  1. The on-going provision of Benefits is subject to a Member’s compliance with the following conduct terms.
  2. Members must at all times in connection with Program conduct themselves in a safe, lawful, honest, respectful, and appropriate manner. Abuse, harassment, threatening behaviour, and other misconduct towards or around veterinary clinic staff, customers, patients, or other person or animal in connection with Program will not be tolerated.

TERMINATION

For Breach

  1. In addition to any other rights under these Terms, if a Member breaches these Terms then VP will provide written notice of the breach and request that the Member remedy it within 14 days.
  2. If the breach relates to clause 10, 16, 18, 19, 21 or 46 (each being a material term) and is not remedied within 14 days of written notice under clause 47, VP may suspend or terminate the membership. For the purpose of calculating and recovering any outstanding fees (the “Debt”), the membership will be treated as cancelled in accordance with clauses 26 to 34.
  3. A Member will not be permitted to re-join the program until the Debt has been paid in full.
  4. In the event of early termination for a monthly member, access to services and benefits will cease immediately. Payments made for the current billing cycle are non-refundable and do not entitle the Member to continued access after termination.

For Convenience

  1. VP may discontinue the Program at any time by providing written notice to Members (including via email to the Member’s registered address). Where reasonably practicable, VP will provide at least 30 days’ notice and use commercially reasonable efforts to allow Members to use some or all of their benefits before discontinuation. In such cases, VP will provide a pro-rata refund of any prepaid Membership Fees for the remaining term.
  2. If VP’s or a Participating Clinic’s performance is prevented, delayed or impacted by events beyond its reasonable control (Force Majeure Events), including pandemics, government action, industrial action, utility or technology failures, or natural disasters, VP may suspend affected obligations by written notice to the Member. VP will take reasonable steps to mitigate the impact, resume performance as soon as practicable, and keep Members informed of material developments. If the Program is terminated due to a Force Majeure Event lasting more than 30 days, VP will refund any prepaid Membership Fees on a pro-rata basis.

LIMITATION OF LIABILITY

  1. To the maximum extent permitted by law and except in relation to Non-excludable Obligations under the CGA or any other applicable legislation, VP excludes all liability for any indirect, incidental, special, exemplary, punitive or consequential loss or damage, including but not limited to loss of profits, revenue, goodwill, anticipated savings, business opportunity, or emotional distress, whether arising in contract, tort (including negligence), equity, statute or otherwise.
  2. VP is not liable for any loss, damage, injury or harm (including harm to a Member’s pet) arising from or in connection with services provided by a Participating Clinic. VP’s liability (if any) is further reduced to the extent that such loss or damage is caused or contributed to by the Member, any third party, or any event beyond VP’s reasonable control.
  3. All other conditions, warranties, guarantees, rights, remedies, liabilities or terms implied by custom, statute or general law are expressly excluded to the maximum extent permitted by law.
  4. Any right, benefit, exclusion or limitation of liability in these Terms in favour of VP is also held on trust for the benefit of each Participating Clinic and may be relied upon and enforced by them to the extent permitted by law.

GENERAL

  1. Program Administration and Complaints
    1. VP administers the Program and facilitates access to Participating Clinics.
    2. If a Member has a complaint regarding the Program, they should contact the Best for Pet Wellness Plan support team at [email protected].
    3. For complaints relating to veterinary services provided by a Participating Clinic, Members should contact the clinic directly.
  2. Governing Law and Jurisdiction
    1. These Terms are governed by the laws of New South Wales, Australia.
    2. Members irrevocably and unconditionally submit to the non-exclusive jurisdiction of the courts of New South Wales and any appellate courts thereof.
  3. Severability and Waiver
    1. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
    2. Any delay or failure by VP to enforce any right or provision under these Terms will not constitute a waiver of that right or provision.
  4. Privacy and Data Use
    1. VP handles personal information in accordance with VetPartners’ Group Privacy Policy, which explains how personal information is collect, held, used and disclosed, and how Members can access their personal information or make a privacy-related complaint
    2. By joining the Program, Members consent to VP handling their personal information:
      1. as reasonably necessary to deliver and operate the Program;
      2. By disclosing personal information to related entities within the VetPartners Group and to VP’s service providers for the purposes set out in this clause;
      3. subject to Members’ right to opt-out at any time:
        1. for product research and development, including customer surveys;
        2. for direct marketing communications via email, social media, SMS, telephone or other permitted channels.
  5. Changes to Terms
    1. VP may, from time to time, make changes to these Terms. If we do, we will notify you of the changes by sending an email to your registered email address.
    2. If this occurs, the following applies:
      1. If You do not wish to accept the amended Terms, You may cancel Your membership at any time in accordance with clauses 26 to 34 of these Terms.
      2. If You do not respond within 30 days, VP may reasonably assume that You have accepted the amended Terms, unless You notify VP otherwise in writing.

Version: 11th November 2025