Vet At Your Door Concierge Club Membership Agreement
This agreement ("Agreement") is entered into between Vet At Your Door ("we," "us," or "our") and the undersigned client ("you") for {typeA17} on the date of signature below. By enrolling {typeA17} in the Concierge Club, you agree to the following terms and conditions:
1. Membership Benefits and Limitations
As a pet parent of {typeA17}, you will receive:
✅ Off-Hours Concierge Club Triage Chat Service
As a Concierge Club member, you'll have access to our exclusive virtual triage service outside of regular business hours (hours listed below). A Vet At Your Door Triage Technician will review {typeA17}’s medical history and guide you on next steps. If needed, the Triage Tech may consult with our On-Call Tele-Triage Veterinarian. All communication goes through the Triage Tech, and if appropriate, the conversation may be escalated to a phone call.
Please note:
- No house calls are performed after-hours—triage is virtual only.
- Our goal is to help you avoid unnecessary ER visits when safe to do so. However, if your pet’s condition requires urgent or emergent care, we will advise you to seek emergency services.
Chat Availability:
- Monday-Friday: 5:00pm - 9:00pm
- Saturday and Sunday: 8:00am - 5:00pm
- Holidays that chat services are NOT available: New Years Eve, New Years Day, Memorial Day, Juneteenth, 4th of July, Labor Day, Halloween, Thanksgiving, Day After Thanksgiving, Christmas Eve, Christmas Day, Day After Christmas, Day of VAYD Holiday Party, Day of VAYD Summer Party.
- We reserve the right to modify chat hours or blackout dates with at least 30 days’ notice.
✅ $20 Off Every Trip Fee
- Each Concierge Club pet receives $20 off every trip fee, regardless of how many pets we are seeing.
✅ 10% Discount on Our Online Store
- A discount code will be emailed to you right after sign-up within your Welcome Email.
- This discount applies only to your household and only for {typeA17}.
✅ Extra Savings During Our Annual Gift Card Sale
- Pet parents of Concierge Club patients will receive our highest gift card sale discount offer of 15% off. Non-members get 10%.
- Discounts on gift cards are only available during gift card sale periods, typically once a year and is at the sole discretion of Vet At Your Door.
- Vet At Your Door gift cards cannot be used to pay for Concierge Club Membership/Monthly Fees or Auto-ship (i.e. subscriptions) on the online store. They are good for everything else we offer.
- These gift cards are non-transferable to other households or pets. They can only be used for {typeA17}.
- These gift cards can be bought ONLY for a pet in your household that is enrolled in the Concierge Club membership at the time of the Gift Card sale.
- Please note: Lost or misplaced gift cards cannot be reissued or refunded.
- VAYD reserves the right to change the discount percentage. More than 30 days notice of this change will be given.
2. Non-Transferability on Benefits
Concierge Club benefits are exclusive to the enrolled pet(s) listed under your membership—namely, {typeA17}. These benefits are not transferable to other pets in your household (if you do not have the household plan) or to pets in other households.
This includes—but is not limited to:
- Use of the online store discount
- Use of the $20 off the trip fee.
- Access to after-hours triage chat
- Payment for services using gift cards that were bought at 15% off.
To maintain fairness and protect the integrity of the program, misuse of benefits may result in termination of your membership and repayment of any improperly applied discounts, including applicable interest and administrative penalties.
We’ve built the Concierge Club as a way to offer exceptional, deeply personal care—and to ensure that experience stays consistent, we kindly ask that all members honor the spirit and terms of the program.
3. Membership Requirements
- A valid Veterinarian-Client-Patient Relationship (VCPR) must be established with Vet At Your Door for each patient in the Concierge Club in order for us to provide medical guidance (triage chat or otherwise) and prescribe medications for that patient.
- To have a valid VCPR, a Vet At Your Door veterinarian must have physically examined your pet within the last 365 days.
- We do not automatically cancel once the VCPR ceases to exist (if we haven't seen you in over 365 days). It is up to you to know when your pet is due for an in-person exam or to cancel if you wish.
4. Scheduling for Appointments
- We encourage pet parents of Concierge Club members to schedule appointments in advance for better availability. It is your responsibility to contact us to schedule your pet’s wellness exams and other appointments.
- While we will make every effort to accommodate your preferred appointment times, especially in light of your pet's Concierge Club status, availability is not guaranteed.
- If your primary veterinary team is unavailable, you may need to see another team.
- Urgent Care: We will strive to accommodate urgent visits. If we cannot accommodate your pet or if the situation exceeds our capabilities, we reserve the right to refer your pet to an urgent care or emergency facility.
- We can only provide house call visits to clients within our service area and during normal doctor appointment hours.
5. Accessing Concierge Club Triage Chat and Online Store
- You need to have access to the internet and an electronic device (e.g. phone, tablet, computer) to use the chat service and the online store. There is no way to "call in" to the triage. The Welcome Email explains how to connect to chat.
6. Payment and Refund Policy
- A registration fee will be charged upon sign-up, which will be put into our Angel Fund to help provide veterinary services to those animals and pet owners in need.
- Membership is charged monthly and will be charged until canceled.
- We reserve the right to change the monthly fee and/or triage chat hours and/or other benefits provided in the Concierge Club and will provide 30-day written notice of any said changes.
- In the unfortunate circumstance where Vet At Your Door discontinues the Concierge Club, we will provide 30 days' written notice. No refunds or pro-rated credits will be issued if the program is discontinued.
- You may cancel your membership at any time. To cancel membership, simply call us at (207) 536-8387 or email us at info@vetatyourdoor.com.
- There are no refunds or pro-rated credits for partial months if you cancel mid-month.
- If you re-enroll your pet or household after canceling, the registration fee applies again.
7. Client Responsibilities
- Vet At Your Door is committed to providing compassionate, high-quality care, and we ask that you treat our team with the same kindness and respect.
- A pattern of or incident relating to disrespectful behavior may result in membership revocation without refund.
- Membership does not guarantee immediate or emergency care but prioritizes proactive and routine services.
By signing below, you acknowledge that you have read, understood, and agree to the terms outlined in this Agreement.