Last Updated/Effective Date: Juy 8, 2026
These Membership Terms (the “Agreement”) apply to the Companion Care by Tandem’s Pet Hero Plan (the “Plan”), a membership-based pet health and wellness discount program offered by Animal Care Innovations, Ltd. d/b/a Tandem (“Tandem,” “we,” “us,” or “our”). By enrolling in the Pet Hero Plan, you (the “Member,” “you”) agree to be bound by the terms of this Agreement.If two or more individuals enroll under the same account, each of them is considered a Member under this Agreement. Any Member listed on the same account may independently cancel, alter, or modify the subscription without the consent of the other Member(s), and any such cancellation, alteration, modification, or associated fees shall apply equally to all Members on that account.
1. Membership Benefits and Terms
Tandem now offers four membership plans designed to provide preventative care for your pet at every life stage: the SidekickPlan, the Avenger Plan, the Champion Plan, and the Origin Story Plan (each, a “Plan” or, collectively, the “Plans”). TheLegacy Plan (formerly known as the Pet Hero Plan) remains in effect for existing Members but is no longer available for newenrollment, as described below. Plan benefits, services, and pricing are species-specific (dogs versus cats) and reflect whatis included on an annual Plan basis unless otherwise stated. Pricing for each Plan is set forth in Section 3 (Payments).
Sidekick Plan. Essential preventative care for everyday wellness and protection.
Avenger Plan. Expanded preventative care for pets who need more comprehensive protection.
Champion Plan. Our most complete preventative care plan for proactive, year-round wellness.
Origin Story Plan. Essential preventative care for newborn pets during their first year of life.
The Origin Story Plan is intended to cover newborn pets and is offered for a single, non-renewing one (1) year term. TheOrigin Story Plan will not auto-renew at the end of its term. Eligibility for the Origin Story Plan requires that the pet be undersix (6) months of age at the time of enrollment. To continue receiving preventative care benefits after the Origin Story Planterm ends, Members may enroll in the Sidekick, Avenger, or Champion Plan in accordance with Section 2 (Eligibility andEnrollment).
Legacy Plan. The Legacy Plan (formerly known as the “Pet Hero Plan”) is no longer available for new enrollment. Membersenrolled in the Legacy Plan as of the Last Updated/Effective Date of this Agreement, may continue their Legacy Planmembership on the terms set forth in this paragraph and in the remainder of this Agreement.
Plan Exclusions. Except as expressly included in a specific Plan above, no Plan covers emergency care, surgicalprocedures, or any specialized treatments not listed in the included benefits for that Plan. The Origin Story Plan includes one(1) spay or neuter surgery as expressly listed in its benefits; no other surgical procedures are covered under any Plan.Tandem is not responsible for any pre-existing conditions or health issues that arise outside the scope of a Plan’s coverage.
General Plan Terms. Discounts described in this Section 1 apply only to services, diagnostics, medications, and productsprovided at a Tandem facility and cannot be combined with other promotions or offers unless explicitly stated. Discounts onprevention products and medications cannot be used on any online pharmacy platform. Telehealth visits across all plans must be scheduled in advance and are subject to availability; telehealth visits are intended for minor health concerns andfollow-up consultations, and Tandem reserves the right to limit the duration and scope of these services. Specific limitationsmay apply by Plan or by species, as detailed in the Plan benefit descriptions above.
Vaccine Disclosure. Each Plan includes a fixed number of vaccines based on the Member’s selected Plan level and thepet’s species, as set forth in the Plan benefit descriptions in this Section 1. The specific vaccinations administered to a petwithin that fixed number may vary from the vaccines listed for the Plan, based on the attending veterinarian’s clinicalassessment of the pet, including the pet’s age, health status, lifestyle, risk factors, and vaccination history. Substituting onerecommended or lifestyle vaccine for another within the Plan’s fixed vaccine allotment does not entitle the Member toadditional vaccines, a refund, or a credit.
2. Eligibility and Enrollment
The Plan is available to all clients and patients of Tandem Vet Care and is subject to the Provider’s approval after an initial health assessment of the pet. To be eligible, you must be at least 18 years of age. The Plan is valid for one year from the date of enrollment and will automatically renew at the end of the plan year, at which time all services and benefits reset.
Notwithstanding the foregoing, the Origin Story Plan is offered for a single, non-renewing one (1) year term and will not auto-renew at the end of its term. Eligibility for the Origin Story Plan further requires that the pet be under six (6) months of age at the time of enrollment.
The Plans are non-transferable between clients or pets for any reason. Clients may enroll in the Plan within 48 hours of a qualifying appointment to receive retroactive benefits. After the 48-hour window, the appointment is no longer eligible for Plan discounts or services.
3. Payments
Plan membership fees vary by Plan and by species. Each Plan is offered with two payment options: (a) a monthly paymentplan, billed in twelve (12) equal installments over a one (1) year rolling Plan period beginning at the time of enrollment, or (b)a single annual payment due in full at enrollment. Once paid, any annual payment is non-refundable. Plan pricing is as setforth below.
Plan Pricing for Dogs:
Plan Pricing for Cats:
Legacy Plan Pricing. Existing Legacy Plan Members continue to pay the original Legacy Plan rate of $35 per month, or $360annually. The Legacy Plan is no longer available for new enrollment, as further described in Section 1 (Membership Benefitsand Terms).
General Payment Terms. Tandem may modify Plan pricing at any time on a going-forward basis, with notice provided to theaffected Member in advance of the next Plan renewal date. Any change in pricing will not apply retroactively to a Plan termthat has already been paid in full. All discounts and services included in a Plan are available only during the active Planperiod and cannot be transferred or carried over. Monthly Plan subscriptions require a valid payment method on file at thetime of enrollment, and the cardholder must be the same individual enrolling in the Plan.
4. Term, Renewal, and Termination
Plan Term and Auto-Renewal. Each Plan is valid for a term of one (1) year from the date of enrollment (the “Plan Term”).Except as expressly stated otherwise for the Origin Story Plan (which is offered as a non-renewing one (1) year term), each Plan will automatically renew at the end of its Plan Term for an additional one (1) year term at the then-current pricing, and all Plan services and benefits will reset on the renewal date. By enrolling in a Plan, the Member authorizes Tandem to initiate recurring charges to the payment method on file for each successive Plan Term until the Member cancels the Plan inaccordance with this Section 4. Auto-renewal will remain in effect until the Member cancels the Plan, terminates the Planearly, or Tandem terminates the Plan, in each case as described in this Section 4.
Pre-Renewal Reminder. Thirty (30) days before the end of the then-current Plan Term, Tandem will send the Member areminder, by email or in-app notification, that the Plan is approaching renewal, together with the then-current pricing that willapply to the renewal.
Cancellation (Stop Auto-Renewal). “Cancellation” is the process of stopping the auto-renewal of the Member’s Plan. AMember may cancel a Plan at any time, without fee or penalty. To cancel, the Member must use one of the followingauthorized channels: (i) through the Tandem mobile application; (ii) by telephone with a Tandem Virtual Tech; (iii) in person ata Tandem clinic with an authorized Tandem employee; or (iv) by chat with a Tandem Virtual Tech. Cancellation requestssubmitted through any other channel are not valid and will not be honored. Cancellation prevents the Plan from automaticallyrenewing at the end of the current Plan Term, but does not end the Member’s obligation to complete the current Plan Term,including any remaining monthly installments or the full annual payment owed for the current Plan Term. The Member willcontinue to receive Plan benefits through the end of the current Plan Term.
Early Termination. “Early Termination” is the process of ending the Agreement and the Member’s payment obligations undera Plan before the end of the current Plan Term. To request Early Termination, the Member must use one of the followingauthorized channels: (i) by telephone with a Tandem Virtual Tech; (ii) in person at a Tandem clinic with an authorizedTandem employee; or (iii) by chat with a Tandem Virtual Tech. Early Termination requests submitted through any otherchannel, including through the Tandem mobile application, are not valid and will not be honored.
Early Termination Amount. Upon Early Termination, the Member shall pay, as the “Early Termination Amount,” the lesserof: (a) the total retail value of the services and discounts received by the Member while enrolled in the Plan, less the totalmonthly or annual payments already made by the Member under the Plan, plus a one hundred fifty U.S. dollar ($150) EarlyTermination fee; or (b) the remaining balance due under the one (1) year Plan Term. In no event shall the Early TerminationAmount be less than one hundred fifty U.S. dollars ($150). For Members who elected the monthly payment option, the EarlyTermination Amount shall in no event be less than the greater of (i) one hundred fifty U.S. dollars ($150), or (ii) the equivalentof three (3) monthly Plan payments. The Member also remains responsible for the cost of any veterinary services renderedprior to Early Termination that are not included in or covered by the Plan.
Adjustment of Early Termination Amount. Tandem reserves the right to adjust the final Early Termination Amount basedon its internal financial analysis comparing the Member’s payments made under the Plan against the full retail cost of servicesreceived and the remaining payments due through the Early Termination effective date. Tandem will provide the Member witha written statement of the final Early Termination Amount, by email or in-app notification, before charging the Member’spayment method on file.
Tandem’s Right to Terminate. Tandem reserves the right to terminate a Plan at any time if the Member fails to comply withthe terms of this Agreement. If a monthly payment is missed, Plan services will be placed on hold until payments are broughtcurrent. If a Plan remains on hold for more than one hundred twenty (120) days, Tandem may terminate the Plan, and theoutstanding balance, including any unpaid Early Termination Amount, will be referred to collections. The Member shallreimburse Tandem for all costs reasonably incurred by Tandem in collecting any past-due amounts, including collectionagency fees, to the extent permitted by applicable law.
Re-Enrollment Restriction. Members with Plans that have been terminated due to non-payment or sent to collections maynot enroll the same pet in a new Plan until the previous balance has been resolved. Such Members may continue to accessservices at a Tandem facility by paying full price at the time of service.
Renewal Window. Following the end of a Plan Term, a Member may elect to renew the Plan within thirty (30) days of thePlan’s end date. Members remain responsible for any remaining payments on the previous Plan before proceeding with a renewal. Upon renewal, Plan services will reset and become available immediately, and the new Plan Term will begin on the renewal date and continue for the next one (1) year term.
No Refunds; No Proration. All payments made to Tandem under a Plan are non-refundable. Plans that are cancelled orearly-terminated mid-term will not be subject to prorated billing, refunds, or other credits, except as expressly required byapplicable law. By enrolling in a Plan, the Member acknowledges that the Plan has recurring payment features and acceptsresponsibility for all recurring payment obligations arising prior to Cancellation or Early Termination.
Updates to Plan Terms. Tandem reserves the right to update the terms and conditions of any Plan and will communicateany such changes to affected Members in advance of the Plan’s next renewal date.
5. Miscellaneous
Relationship to Tandem Terms of Service and Privacy Notice. This Agreement is supplemented by the Tandem Terms of Service, and the Tandem Privacy Notice, each of which is incorporated into and forms a part of this Agreement. By enrolling in the Plan, the Member acknowledges that they have reviewed and agree to the Tandem Terms of Service and the Tandem Privacy Notice in addition to this Agreement. In the event of any conflict between this Agreement and the Tandem Terms of Service with respect to the Member’s participation in the Plan, this Agreement shall control as to matters specific to the Plan, and the Tandem Terms of Service shall control in all other respects.
The Provider may modify Plan offerings or policies at any time with prior notice to the Member. By enrolling in the Plan, the Member agrees to comply with all policies and procedures established by the Provider. This Agreement shall be governed by and construed in accordance with the laws of the Commonwealth of Massachusetts.