MEMBERSHIP FAQS
Your Membership Questions, Answered
TABLE OF CONTENTS
UNDERSTANDING YOUR OPTIONS
Do I have to join a membership plan, or can I keep paying per visit?
You can absolutely continue with pay-per visit! Nothing changes with that option. For families who prefer care when they need it, such as sick visits for medical concerns, and as-needed veterinary care, Pay Per Visit provides compassionate veterinary services delivered in the comfort of your home. You will receive excellent care with Pay Per Visit, however; you will be scheduled with a team that fits availability. After-hours live chat guidance and add on Care Customization is not available.
What's the difference between the membership plans?
Membership plans vary based on the level of care needed and your pet’s stage of life. The Foundations Membership is the most common model and is the best for ongoing care. There is also a Golden Membership that is tailored to pets 8 years old and older. There are also Plus add-on packages available for pets with chronic conditions as well as for puppies / kittens.
Why do clients choose membership?
Membership is how we deliver our relationship-based care. Each membership provides:
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Dedicated One-team
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Planned, proactive wellness care
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Advanced screening diagnostics
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Priority access
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After-hours live chat
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Predictable monthly cost
Will I get the same quality of care if I don't join a membership?
Absolutely. Whether you choose membership or pay-per-visit, you receive the same high-quality care. The difference is in how you pay and who you see. Based on availability, you may not be able to see the same veterinary team you have seen in the past, although membership guarantees you see the same One-team consistently for your pet’s care.
Do members get priority scheduling or special treatment?
While everyone gets the same high level of care, only members have priority access to their dedicated veterinary team and to our after-hours live chat service.
Why is VAYD introducing membership plans?
We listened to what our clients value most: predictable costs, proactive care, and the same trusted team and designed membership plans around these priorities - giving you comprehensive wellness care for a set annual cost. This allows us to take a more proactive approach to keeping your pet healthy throughout the year.
IS MEMBERSHIP RIGHT FOR ME?
How do I know if a membership plan is right for my pet?
The One-Team Membership is most valuable for families who value continuity with your One-Team, proactive wellness care, and after-hours guidance when questions arise.
Is there a way to compare membership plan costs to what I have spent in the past?
While we can access this information, we have worked hard to ensure membership fees are in line with what you would pay, on average, for a healthy pet to receive all the necessary and recommended care.
What if I don't use everything included in the membership plan?
Membership plans are designed around what pets need annually for preventive wellness care. You're paying for:
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Peace of mind that everything is covered
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A team who gets to know you and your pets, deeply
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Predictable wellness care costs with no surprise bills
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Proactive care to catch issues early
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After-hours care for when unexpected situations pop up
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The convenience of not tracking or scheduling individual services
Most members will find they use all included services throughout the year. And remember: the proactive approach often catches small issues before they become expensive problems.
I have a healthy pet who rarely needs vet care. Is membership still worth it?
Answer: Even healthy pets need annual wellness care - vaccines, exams, and age-appropriate lab work. Membership ensures these are handled on schedule. Plus, the proactive approach can catch subtle changes you might miss, keeping your pet healthier longer.
Which plan should I choose - Foundations or Golden?
Foundations is best for:
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Kittens and puppies
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Adult pets (ages 1-7)
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Generally healthy pets needing standard wellness care
Golden is best for:
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Senior pets (ages 7+)
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Pets who need more frequent monitoring
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Pets with age-related health considerations
Explore Memberships or reach out and we'll help you select the plan that makes the most sense.
HOW MEMBERSHIP WORKS
When does my membership start?
Membership begins on your enrollment date and runs for 12 months. It will automatically renew and you’ll have the chance to change plans or add on options. Comfort care is our only month to month plan.
How do I sign up for a membership plan?
Click here to begin the process. If you're a current client, you’ll login with the email we have on file for you, and then, simply, follow the prompts to select the right plan for your pet. If you are a new client, you can request an appointment and you will be invited to sign up for membership during or after your appointment request submission.
What happens after I sign up for membership?
You'll receive a confirmation email with all your membership details. Feel free to make your next appointment to ensure timely proactive care for your pet. You can also log into your Client Portal to access our after-hours live chat.
How do I book appointments as a member?
Everyone books an appointment the same way. You can click here and submit a request online or feel free to call us at 207-536-8637.
What happens when my membership renews next year?
We'll reach out to remind you of your upcoming automatic renewal and provide a recommendation for the next year’s plan.
COMMITMENT & FLEXIBILITY
Is this a 12-month commitment? Can I cancel if I need to?
Yes, memberships are 12-month terms. This allows us to provide comprehensive care throughout the year and ensures your pet receives all preventive services.
We understand that circumstances change. Our cancellation policy includes provisions if your pet passes away or moves out of our service area. Please contact us to discuss your specific situation.
What if my pet passes away during the membership year?
We are deeply sorry when this happens. If your pet passes away during your membership term, please contact us immediately and we will be sure to cancel the remaining plan and settle up any balances or refunds owed.
Can I switch plans mid-year if my pet's needs change?
Not usually, However, if your pet's health needs change significantly during the year, contact us to discuss your options. We all want the best for each pet and will work to make sure you have the right plan.
Can I switch from Pay Per Visit to Membership mid-year?
Membership plans are always available and you can join any time.
PAYMENT & PRICING
How much do membership plans cost?
Visit our membership plan page for more information. It should provide everything you need.
Can I pay monthly, or do I have to pay the full year upfront?
Both options are available. We understand everyone has a preference so our plans allow for both. There is a 10% discount if you pay for the entire year up front.
If I pay monthly, can I cancel after a few months?
No - the monthly payment option is for convenience, but membership is still a 12-month commitment. Whether you pay monthly or annually, you're committing to the full year.
Can I pay for a plan and retroactively get a refund for a visit I had last week/month?
No - the plan must be paid by the end of the visit to be applied to that visit's services.
What payment methods do you accept?
We only accept credit cards for memberships, via our client portal or via the appointment request form.
Is there a discount for multiple pets?
Yes, there is a multi-pet discount. You will receive a $75 VAYD credit for each additional pet. This credit can be used at a future visit toward services, medications or care outside your membership plan. This credit cannot be used on our online store.
WHAT'S INCLUDED & NOT INCLUDED
What's NOT included in membership - what do I still pay for?
Memberships cover preventative wellness care. You'll still pay separately for:
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Medications (prescription drugs, flea/tick prevention, heartworm prevention)
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Sick visits beyond what's included in your plan
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Emergency care
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Diagnostic testing beyond included screening labs
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Specialty care or referrals
However, if you get the PLUS add-on, you'll receive 50% off all exams, and 10% off everything else.
Think of membership as covering the absolute best wellness care we offer for your pet's annual checkup and preventive care and not illness or emergency treatment.
Are medications included?
No, medications are not included in membership. You'll pay for prescriptions including flea/tick prevention and heartworm prevention separately. However, as a PLUS member, you get 10% off all medications (and anything else we sell, services or products!).
What counts as a "wellness exam" vs. a sick visit?
Wellness exam (included - one for the Foundations Plan, and two for the Golden Plan): Annual preventive checkup, vaccine visits, routine senior screening
Sick visit (not included): Visits for illness, injury, behavioral issues, or specific symptoms/concerns
If you're unsure whether a visit is covered, just ask when you schedule. However, if you sign up for the PLUS add-on, all additional exams are 50% off.
Are trip fees included in membership?
There is one wellness visit and trip fee included in the Foundations plan and two wellness visits and two trip fees are included in the Golden plan.
Will discounts I currently receive apply to Membership Plans?
We will continue to offer these discounts but they cannot be applied to Membership Plans.
What does "after-hours live chat" mean?
After-hours live-chat gives you access to veterinary advice outside regular business hours via chat, which can lead to a phone call if needed. You can contact us using the chat interface in the Client Portal with urgent questions or concerns, and our very own experienced staff, with access to your pet’s medical records, will help determine if your pet needs immediate in-person care or if it can wait until regular hours. Any pertinent information will be relayed immediately the next weekday morning to your pet’s dedicated One Team.
This is not for emergencies. If your pet is experiencing a life-threatening emergency, go to an emergency vet immediately and call us after so we can assist with any follow ups and add any necessary details to your pet’s record.
What if my pet gets sick and needs more care than what's in the plan?
You'll pay for sick visits and treatments separately from your membership but we will always be up front about any costs we know of prior to a visit.
However, if you are a PLUS member, you’ll receive 50% off additional exam fees and 10% off everything else, including trip fees, medications, labs, and services.
What if I run out of "included" services before the year is up?
You will be charged our Pay Per Visit pricing for additional services. If you are a PLUS member, you will still enjoy discounts (50% all additional exams, 10% off everything else).
YOUR VET TEAM
Will I keep my same vet team if I join a membership?
Yes! One of the core benefits of membership is consistency with your same dedicated "One Team" - your veterinarian, technician, and client liaison who knows you and your pet.
What if my regular vet leaves or my team changes?
While we do everything possible to keep our team members, sometimes life circumstances cause them to leave. We will always do our best to keep you informed of any significant changes to your team. We are committed to finding the best veterinary staff who are trained, caring people who want to provide you and your pet with an amazing veterinary experience.
Can I request a specific vet when I join?
Yes. We will do everything to accommodate requests as long as that vet is available in your geographic area and has room in their client roster. If not, we will recommend another one of our extremely qualified vets. But you will always have a say and be able to make an informed decision.
If I don’t switch to a membership plan, will I still be able to see my current veterinary team?
We understand the importance of the veterinary / client / patient relationship and will do everything we can to ensure you maintain the same team. A benefit of membership is a guarantee you will have priority access to see your same veterinary team consistently for your pet's care.
SPECIAL CIRCUMSTANCES
I have multiple pets - do I need separate memberships?
Yes, each pet needs its own membership plan since care is customized to each pet's age and needs and includes everything each pet needs in a given year. A $75 VAYD credit will be applied to each additional pet that you sign up. This can be used at any future VAYD visit - it never expires.
Can I have one pet on membership and another on pay-as-you-go?
You can mix and match - whatever makes sense for each pet's needs. However, benefits of membership cannot be transferred to another pet. For example, you can’t use the after-hours live chat or PLUS discounts for a pet who is not a member.
My pet has special health needs - can membership accommodate that?
Membership plans cover standard preventive wellness care but our Plus Add on gives great savings for pets who need to see us often. Specifically, 50% off all exams, and 10% off everything else we offer or sell.
COMPARING TO OTHER OPTIONS
How is this different from pet insurance?
Insurance covers unexpected illness and injury (like health insurance for humans) and Membership Plans cover planned preventive wellness care (annual exams, vaccines, lab work). In fact, they can work very synergistically together, resulting in monthly payments that help your pet live their best life!