Oyen Platinum Vets

Oyen Pet Wellness Terms and Conditions

• 1. The plans are non-refundable and non-cancellable after purchase
• 2. Selected plans must be redeemed at the chosen veterinary clinic during check out
• 3. Each plan and all its constituents must be redeemed during one visit
• 4. Each plan can only be used for the registered pet once only
• 5. If your pet weighs above the lower limit when presented at the veterinary clinic, you will bear the extra charges as charged by the veterinary clinic
• 6. Any additional charges for additional services/products is to be borne by the customer, payable to the veterinary clinic
• 7. Customers are highly encouraged to book an appointment at the veterinary clinic to redeem plans
• 8. Blood tests provided at clinics are variable and depend on the vet’s decision and can be in-house or external labs

Exclusions

A list of what is not covered:

1. Any treatment for accident or illness
2. Any treatment that is covered by insurance policy (Oyen, MSIG and Zurich)
3. Any vaccines that are not required such as:
   • For cats: Any vaccines that are not 4-in-1, FeLV and Rabies
   • For dogs: Any vaccines that are not 6-in-1, 7-in-1, 8-in-1, 9-in-1, 10-in-1, Rabies and Bordetella
4. Any deworming and deflea products purchased to be administered at home, or by anyone other than the attending vet
5. Heartworm injections for dogs
6. Any grooming services provided by the groomers and vet clinics
7. Services provided by referred specialists, and second opinions
8. Taxes and discounts (e.g. amounts reimbursable will ignore 6% SST)

Claims Policy

1. Customer must submit claims within 30 days after treatment date. The treatment date is referring to the invoice or receipt date.
2. Submission must attach the invoice or receipt with the following information:
   • a. Itemised bill showing clear breakdown of medical cost
   • b. Details of vet clinic (name, address and contact details)
   • c. Pet’s name
   • d. Pet owner’s name
   • e. Date and time of treatment
   • f. Total amount paid
   • g. Proof of payment
3. We (Oyen) do not accept handwritten receipts.
4. We (Oyen) have the right to approve or deny submissions if any of the conditions above are not met. Customer will be notified via e-mail on the claim’s status within 3 working days.
5. Customer will be reimbursed within 5 working days from the approval date. The funds will be transferred to the bank details provided by the customer.
6. The bank account holder must be the same individual (verified by name and IC) as the plan owner of the preventive care plan.
7. The amount reimbursed will be capped at the maximum amount of each benefit, at the time when customer purchased the plan. This is to avoid any impact from price changes. The deflea, deworm and heartworm treatments will be reimbursed based on the number of tablet/tube. For example: Royal plans are capped at 3 tablets or tubes.
8. For customers under the monthly plans
   a) If you have any outstanding payment, you are required to make the payment before we (Oyen) process your claims. b) When your claim submission exceeds RM100 (for cats) / RM200 (for dogs) in a single receipt or cumulatively, you must pay the balance for the remaining year before we reimburse you. This ensures our ability to support all pet parents' vet bills.