Pet Care Scheme FAQS (2024)

What do I need to do if I change my bank details?

To make sure we have the correct payment details for you please give us a call on 0808 164 5040 where a member of our team will be happy to help you.

How do I re-register?

Prior to the end of a current year of registration, we will send you a renewal reminder explaining everything you need to know to renew your membership. We will then check your proof of benefits and process any registration paperwork. It’s really important we can contact you to discuss your renewal if we need to so please make sure that you have provided up to date contact details including all phone numbers and email address if you have one.

If you have any questions about your renewal please contact our team at petcare@pdsa.org.ukor by phone on 0808 1645040 (9-5 Mon-Fri)

If I lose my PDSA Pet Care email/card, how do I get a replacement?

Your Pet Care email/card contains you and your pet’s details, and confirms your registration status which you can use as proof to show your vet practice when need to book or attend and appointment.

So for peace of mind when booking or attending appointments, please call our helpline between 9-5 Mon-Fri on 0808 1645040 to request a new email/card or email the Pet Care team on petcare@pdsa.org.uk

Reissuing a new email is free of charge but a card may be subject to a £5 fee to cover the costs of replacing the card.

Can I still access PDSA Pet Care if I lose my card?

Yes, your Vet practice has access to an online checker but we would recommend you contact us so we can send you a new email or replacement card as soon as possible.

Can I swap the pet on PDSA Pet Care?

No, the PDSA Pet Care email/card is for the named cardholder and named pet only. PDSA Pet Care cannot be transferred to another pet once registration has started. If your circ*mstances have changed, please call us and we will be happy to advise you.

If I do not use my vaccination/booster or vet health consultation in a year, can I roll over these benefits into my next registration?

No, each of the scheme benefits must be used within the 12 month period of registration.

What happens if I move?

If you’re moving home please get in touch either by emailing petcare@pdsa.org.uk or give our team a call on or on 0808 164 5040 we can advise you if there is a vet practice in your new area that we can transfer your membership too.

What happens if my pet dies?

Please email the Pet Care team at petcare@pdsa.org.uk or call our helpline between 9-5 Mon-Fri on 0808 1645040 to notify us of the death of your pet. A member of our team can then discuss with you the closure of your membership.

We understand that coping with the loss of a pet can be difficult, if you would like advice on ways of coming to terms with the passing of your companion you can find some useful information on our website.

How do I cancel my contract with PDSA?

You have a 14 day cooling off period starting on the day after we confirm that we accept your application. Please see “can I cancel my contract with PDSA” section above

You can end your contract with us outside of the 14 day cooling off period. Your rights when you end the contract will depend on circ*mstances including how we are performing and when you decide to end the contract:

If you wish to end your contract after 14 days, you must download and complete a"client cancellation form". Once we receive a completed cancellation form we will end your contract and calculate any outstanding balance.

You may be entitled to a refund if you have paid the full 12 month membership in advance depending on how many months you have been a member in this current 12 month membership agreement, the number of Benefits and Vet Services you have received at the time at which the contract comes to an end. You must notify us if you require a refund. You will have the option if there is an outstanding credit on your account if you require a refund if you would like to donate these monies to PDSA. If you don’t request a refund within 28 days of cancelling your membership with will assume you don’t require a refund and will donate any monies back to PDSA.

Please see your for further information about your rights when ending the contract.

Who is responsible for complaints or disputes relating to PDSA Pet Care?

The practice is responsible for any complaints, disputes, debts or claims resulting from treatments or services provided to clients by the practice, which would include those incorporated into the Pet Care scheme. PDSA is responsible for any complaints, disputes or claims associated with administration of PDSA Pet Care.