Last Updated/Effective Date: October 10, 2025
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
The Plan provides several services and discounts as part of your membership. These benefits include one comprehensive health examination per year for the registered pet, up to three virtual telehealth consultations per year, regularly scheduled health check-ins by a designated health coach, and a one-time microchip implantation service. The Provider will also register the microchip with a national pet recovery database.
Members receive a 20% discount on vaccinations, diagnostics, and most other veterinary services provided at the Provider’s facility. These discounts are available only for services rendered at the Provider’s location and cannot be combined with other promotions or offers unless explicitly stated. Medications, supplements, and retail products are excluded from any discount.
Members receive a 10% discount on prevention products. This discount is applicable only for prevention products purchased at the Provider’s location and cannot be combined with other promotions or offers unless explicitly stated. PLEASE NOTE THAT THIS DISCOUNT CANNOT BE USED ON ANY ONLINE PHARMACY PLATFORM.
Telehealth visits must be scheduled in advance and are subject to availability. These visits are intended for minor health concerns and follow-up consultations, and the Provider reserves the right to limit the duration and scope of these services. Health coach check-ins are conducted periodically as determined by the Provider and are designed to monitor the patient’s ongoing health and wellness.
Members also receive 10% off grooming services at Furryland when you mention you are on Tandem Vet Care Plan.
The Plan does not cover emergency care, surgical procedures, or any specialized treatments not listed in the included benefits. The Provider is not responsible for any pre-existing conditions or health issues that arise outside the scope of coverage.
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.
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
The Plan membership fee is $35 per month, billed in equal installments over a 12-month rolling period beginning at the time of enrollment. Alternatively, members may choose to pay an annual fee of $360 in a single payment. Once paid, the annual fee is non-refundable.
All discounts and services are available only during the active Plan period and cannot be transferred or carried over. Monthly Plan subscriptions require a valid payment method on file at the time of enrollment, and the cardholder must be the same individual enrolling in the Plan.
4. Term, Renewal, and Termination
The Provider reserves the right to terminate a membership at any time if the Member fails to comply with the terms of this Agreement. If a monthly payment is missed, services will be placed on hold until payments are brought current. The Plans that remain on hold for more than 120 days will be terminated by the provider, and the outstanding balance will be referred to collections.
Members with Plans that have been cancelled due to non-payment or sent to collections may not enroll the same pet in a new plan until the previous balance has been resolved. However, clients may still access services at the Provider’s facility by paying full price at the time of service.
Members can choose to renew their Plan within 30 days of the plan's end date. Please note that members are responsible for any remaining payments on the previous plan before proceeding with the renewal.
Upon renewal, the plan services will reset and become available immediately. The new plan will start on that day and continue for the next 12 months.
Members may cancel their Plan at any time. Upon cancellation, the Member agrees to pay the lesser of either (a) the total retail value of the services and discounts received while enrolled in the Plan minus the total monthly payments made and a $100 cancellation fee, or (b) the remaining balance due under the 12-month agreement. Plans cannot be cancelled within 90 days of the plan's end date.
The Provider reserves the right to update the terms and conditions of the Plan and will communicate any changes to the Member in advance of the Plan’s renewal date.
5. Miscellaneous
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.