Perfect Pet Club Member Updates

10th August 2026

​​​

​

​

Our Journey So Far

 

As some of you know, our Health & Wellness Centre has experienced many teething problems since it opened in November 2024. From initial delays with building and the weather, to poor communication and administration errors, employee issues and constant negativity from certain veterinary practices in the area, we can 100% say things have not gone to plan at all. 

 

We have listened to very frequent comments about how difficult it is to get here. The weather and car parking have been major factors, especially in the winter. We have really struggled to find permanent veterinarians and ultimately have not attracted anywhere near enough Members to break even. We expected to achieve many goals by now - to include our own advanced diagnostics and extend our opening hours to cater for out of hours visits.

 

Many of our early Members made the decision to not renew their Membership, and in some cases this has been completely understandable. However, we now have very low Member numbers which means that we do not have enough demand or income to afford a full team of staff here. We have spent the last few months discussing what to do for the best, and though it would be easy to give up at this point, we still wholly believe in our mission - that pet owners deserve access to affordable veterinary care, and all animals deserve the right to healthcare when they need it. Sadly we have realised that this venue, although beautiful is just not the right one to either appeal to enough people or provide a flawless service and for this venture to work as originally intended it needs to be in a more accessible and practical location.

 

Therefore, instead of closing we have decided to open a new centre in an area where we will be more likely to attract the number of clients we need to really make this a success. Sadly, nothing suitable arose in the Keighley area so we have had to go a little further afield (Nelson, Lancashire) which we appreciate may be a little too far for some of you, so we have put a number of solutions in place if you will find it difficult to visit our new centre:

 

• We will be providing a pet taxi for those who cannot drive. This may be subject to a travel contribution, depending on your postcode. 

• We will be introducing a mobile vaccination, health check and consultation service from September so if you are interested in making use of this, please send us an email to be put on the waiting list and we will be in touch with available dates in your area. Appointments will be inclusive to all Members; though a travel contribution will apply depending on your postcode area.

• Later in the year we will launch a fully equipped pet ambulance which will cover a 35 mile radius from our centre.

 

Our new Centre will open towards the end of August; with an official open day being held in September. We will provide specific details relating to the new Centre by 21st August.

 

We had hoped to keep the Oakworth venue open in some capacity, but at the time of writing there just aren’t enough Members left in the area to warrant doing so unfortunately.

 

Distance to Nelson from You

 

• Oakworth - 13 miles / 29 minutes 

• Keighley - 15 miles / 33 minutes 

• Skipton - 14 miles / 27 minutes 

• Halifax - 22 miles / 51 minutes 

• Bradford (centre of) - 26 miles / 52 minutes

• Leeds (centre of) - 33 miles / 1 hour 10 minutes 

 

​

Membership Packages

 

Please remember that you cannot cancel your Membership mid term. It is a 12 month commitment and most of those who have cancelled have received hundreds if not thousands of pounds of services / treatment for their pet(s). We understand that our many issues have led to frustration but if you have used our services and especially received procedures / treatment / medication for your pet, you will be expected to continue your monthly payments to the end of your 12 month commitment.

 

We have made some changes to our Membership packages, which can be viewed here. If you would prefer to change your current package when it is due for renewal, please do let us know. Be aware that if you do change, the latest version of the Terms and Conditions will apply instead of the version which applied at the time you joined.

 

The £28.00 Basic plan has been discontinued due to a high number of non payers, so those of you on this package will need to prepare to change or cancel when your renewal is due.

 

Members who joined after 1st January 2026 and choose to use alternative veterinary practices will not receive 100% reimbursements. The approved reimbursement rate is subject to means testing, which if the Member does not agree to will be set to a maximum of 60% of the eligible costs incurred.

 

Though we do continue to assess on a case by case basis, pre-existing conditions which were present at the time of joining have in general, not been covered since 1st October 2025. This is simply because a lot of Members specifically joined to receive high value medication or surgery during our first few months. It was not a decision that was made lightly, but was absolutely necessary at such an early stage in our venture. Members who joined after 1st October 2025 with a pre existing condition can note the following steps for future reference:

 

• The pre existing condition will not be covered at all for year one. This means that any consultations, procedures, diagnostics or medication would need to be paid for on top of your Membership package.

• If the condition(s) proves to lay dormant for at least one year, we will consider inclusion at your year two renewal. If it is not eligible for inclusion at this stage, we will continue to reassess every year at renewal. 

• As our main goal is to provide unrestricted healthcare for all animals, we aim to remove all exclusions at the earliest time (i.e. when we have enough Members to be able to do so!).

 

Lastly, please ensure that your Membership fees are paid on time. At any given moment approximately 20% of you are late paying your fees which has a detrimental effect on our outgoings, not to mention the amount of time we have to spend chasing these up. If your payment is not received on time (monthly from the date you joined) please understand that your pet(s) will not be able to access the benefits of Membership, and if it reaches 7 days overdue your Membership will be automatically cancelled.

​

Referral Programme

 

If you recommend us to your family, friends or colleagues and they go on to join one of our Membership packages, after 3 months you will be able to claim either a £20 voucher for the fabulous Finch Bakery or a birthday gift for your pet from Perfect Pet Patisserie & Gifts!

 

Please ask them to mention your name in the notes section found at checkout so we know who to allocate a gift to 💝 

 

Terms and Conditions

 

One of the most apparent things we have realised is that so few of you read our Terms and Conditions! It is so important to do this as, once you have joined not reading them isn’t an acceptable reason to expect to cancel mid term. It also prompts uncomfortable conversations which our team should not have to deal with.

 

Some of the "unknown" regular exclusions that we encounter are:

 

• Sedation for nail clipping / removal. Your pet can break or chip a nail every day. It costs £90 for the time and drugs used in such a procedure.

• Restarted or new vaccine courses. Involving up to 3 injections, these are not included in any package. A restarted / new vaccine course costs an additional £50. Please remember to make a note of when your pet is due their annual vaccines so this doesn’t lapse.

• Kennel Cough. This vaccine is classed as an elective vaccine and is not covered by any plan. It costs an additional £30 to administer. As this is not included in your package, you are able to go to any veterinary practice to have this done.

• Pregnancy / breeding. Neither our Membership or Centre supports breeding in any form. We never have and we never will.

• Benign skin growths such as tags, warts, lipomas. We don’t want to put your dog through surgery unnecessarily and you shouldn’t either. But if you do really want that unsightly wart removed, it does bear an additional cost.

• The ingestion of foreign bodies / things your dog shouldn’t eat. We are all too aware that many dogs will eat anything you leave laying around. We cannot take responsibility for your mistakes! If your dog needs surgery to remove a foreign object, this can typically cost between £1,000 and £4,000 to carry out. Some of you call on a weekly basis to say that your dog has eaten x, y and z - thankfully in most cases, the item passes through with no issues - but for those that don’t, this can lead to life threatening surgery or sadly, death. This can be anything from human foodstuffs to toys, sticks, stones, clothing and furniture. If your pet is poisoned whilst out in public, this is covered if you are a Standard or Premier Member. 

 

If your dog is known to favour untoward menu items, our Membership is probably not for you. But also be aware many insurers won’t pay out in these circumstances either. The best thing you can do is not leave potentially dangerous things in reach of your dog - or train your dog to not eat them!

​

​

Prescriptions

 

We are introducing a new method to order your pets medication. On the 1st of each month, we will send an email to ask if you would like parasite treatment (for fleas, ticks and worms) dispensing for your pet.

 

If your pet has been prescribed ongoing medication to manage a health condition, please reply to this same email to let us know when your current medication will run out and we will make sure to have it ready no later than 48 hours beforehand. This applies to both physical and written prescriptions. In all cases, we require at least 7 days notice to dispense repeat medications to coincide with our supplier delivery schedule and veterinary administration time.

 

Please be aware that we only dispense veterinary grade (POM-V) medication for which we must follow a strict schedule:

 

• If your pet has not had a health assessment within the last 6 months, it is likely that we will need to arrange a medication review before any more is dispensed. The medication review involves a health assessment and, depending which medication your pet has, a blood test and / or imaging.

• Controlled drugs such as epilepsy medication and Gabapentin, can only be dispensed every 28 days by law. 

 

We will only dispense one month of medication at a time - unless you are a Standard Member who opts to pay for more. Standard Members may be able to find their medication cheaper online - if this is the case, please request a written prescription (this costs £12.00) which we will email to you, enabling you to make the purchase from an online pharmacy.

 

If you would prefer your medication to be posted, here are the current rates:

 

Postage for Prescription Medication

 

£  9.95 Special Delivery - up to 100g

£10.95 Special Delivery - up to 500g

£  3.95 Tracked 24 - up to 1kg (Large Letter)

£  5.70 Tracked 24 - up to 2kg (Small Parcel)

 

• Special Delivery provides compensation of up to £750.00.

• Tracked 24 provides compensation of up to £75.00.

• We will not be held accountable for any losses / costs incurred by Royal Mail.

 

Collection Times

 

Our normal prescription collection times are 9:00am to 5:00pm Monday to Friday, but if you cannot drop by between these times please let us know and we can arrange a suitable alternative. Please bear in mind that when our new centre opens, prescription collections will no longer be available from Oakworth as it will not be insured or licensed to store drugs.

 

 

Visiting Other Vets

 

You are now able to visit any veterinary practice for your pet’s veterinary care as long as:

 

• You let us know by phone call or email about your forthcoming visit. 

• You obtain written prescriptions where relevant to allow us to dispense the medication (Standard Members can purchase medication from anywhere).

• You still abide by the Terms and Conditions and Constitution of Membership and avoid misuse of our service. 

 

All Members who joined prior to 1st January 2026 and will find it impossible to visit our new centre are eligible to receive full reimbursement for costs incurred at other vets (in line with individual package terms and exemptions), whilst continuing to receive flea, wormer and prescription medication directly from us. Members who joined after this date will be awarded 60% or 80% of the total costs incurred, depending on your grant award eligibility status.

 

If / when you have registered your pet(s) with another practice, please let us know which vet this is so we can organise for their medical history to be sent over.

 

If you are worried about paying for veterinary bills at the time of treatment, please let us know and we will make direct arrangements with your veterinary practice where possible.

 

 

Complaints

 

We are aware that some of you have had issues with certain aspects of our services, and would like to address them here.

 

Last year we ran with an all singing and dancing practice management system which was incredibly expensive. When it crashed in December, we realised that there had to be other options and found a system which did everything we needed it to at a fraction of the cost. The crash and changeover took nearly 5 weeks which led to a number of issues, including clients arriving for appointments that we did not know were booked, no way of contacting you through this period and the loss of all reminders.

 

Since then we have had relentless complaints about your flea and wormer treatments and your not knowing when they are due. Without wanting to sound patronising, has everybody forgotten that you can write your reminders on your own diary or calendar?

 

Some of you have complained about this issue stemming back from early 2025 when our previous system did issue automatic reminders.

 

We typically have up to 100 prescription bags sitting here waiting to go to their new home; whilst the same owners continuously complain that they haven’t been given the contents of the bag that they have left here sitting all alone.

 

We always send texts to tell you when your prescription is ready (if we haven’t already confirmed this when you have called). It has been brought to our attention that sometimes these texts don’t deliver; it’s rare but does happen. If you don’t receive a text within the expected timeframe, please call us to check.

 

Prescription and Appointment Wait Times

 

During opening hours, we only have one vet present; and during a typical day this vet does surgeries all morning and consults all afternoon. Though sufficient admin time is allocated, sometimes surgeries or consults overrun, meaning that this admin time is reduced or eliminated. This is why we ask for 7 days notice to fulfil prescription requests. We have also had situations where an urgent surgery has needed to be carried out, or a pet who has been scheduled for a routine surgery has suffered a complication. This has meant that our consults have run late, which leads to client complaints. Though we fully understand the inconvenience, we also must prioritise urgent cases - particularly when a pet is under anaesthetic, on the operating table.

 

Most of the time we have been able to help you in a timely manner, but recently we have had very limited vet cover for consults. Largely due to the complaints and grumbles our vet’s have had listen to in consult (FYI: Admin is not their forte!), they reached the point where they do not want to run them (either at all or for long sessions), and most recently simply because we do not earn the £4,000 a week it costs to employ full time veterinary cover. For clarification, over the last 4 months we have had just 10 - 15 appointment requests per week.

 

Issues with both prescriptions and appointments will vastly improve as soon as our new Centre opens, and we can only apologise for any inconvenience caused prior to this time. We know that it is not acceptable to wait for prolonged periods for either of these requirements.

 

Prescription, Flea & Wormer Dispense

 

We regularly hear that you are not happy about our monthly dispense for prescription medications (rather than 3 months at a time for example). The reasons for this are:

 

• We run on a Membership programme where most of you pay monthly. 

• Many Members do not pay on time.

• Many Members have cancelled without notice.

• We do not receive the discounted products that corporate veterinary practices do. If you have had 3 months supply from a vet before joining us, it is likely that they will have paid the same for this 3 month supply as we do for 1! 

• We simply do not have the cashflow to purchase 3 months supply of medication at any one time.

 

Out of Stock Medication

 

Though we know this is frustrating and sometimes worrying, it is not our fault. If there is a suitable alternative, we will source it. Unfortunately, in most circumstances, there are no suitable alternatives.

 

Specialist / Low Usage Medication

 

We do not order a large enough volume of specialist medication or parasite treatment which is not used by the majority to maintain accounts with these companies which is why sometimes, we need to issue written prescriptions instead. This will change as our client base grows.

 

Communication & Administration

 

Victoria placed her trust in a team of veterinary professionals who, though wonderful with your pets, were not so wonderful with communication and administration. This led to problem after problem, affecting you and colleagues who were doing their job properly - to the extent that the valuable team members left their employment or reduced their hours. We know that many of you were given incorrect information at the time of enquiry, simply because the person you spoke to couldn’t be bothered to read / learn about our services!

 

We are excited for you to meet our new, professional administration team this month. Unfortunately our current team have been handling the workload of twice as many people with thanks to the accrual of a massive backlog, and emails especially have proven difficult to keep up with. We can only apologise for all communication issues encountered to date and promise this will improve soon. Our new team have been working with long standing corporate practices and bring a wealth of experience and proven success in their fields. Each of them bear much needed enthusiasm and desire to make this venture work.

 

Reimbursements

 

If you have needed to visit an alternative veterinary practice because we have been closed or have had no availability, please remember to send your invoice / receipt to accounts@animalmagicfamily.co.uk

 

We always aim to pay your reimbursement quickly, and in many cases do; but some have you have unfortunately needed to wait longer than we would like and this is simply because we have had many periods where our income has hit rock bottom and we physically cannot pay out any quicker. This is one of the main reasons why we have decided to open the new Centre - being in a place which will undoubtedly attract more clients, means better cash flow and reduced wait times for reimbursements. We are aiming to reach the point where these can be paid on the day of treatment, and hope this isn't too far off.

 

If you choose to purchase medication online, please bear in mind that we only reimbursement one months worth at a time.

 

All currently outstanding reimbursements will be paid the end of August. Thank you for your patience.

 

Please note that if you cancel your Membership mid term, we do not reimburse costs incurred at other vets. There is no exception to this. Similarly, if you receive reimbursements from a visit to another practice and try to cancel your Membership mid term, you will be billed for the cost of this and the remaining years Membership fees.

 

The Treatment of Staff

 

We all know how frustrating it is when things don't go to plan, but it is also important to know how to contain your anger in certain situations. Unless our actions directly involve a threat to life, please remember that the member of staff you speak to is a human being. Each of our team have frequently refused to answer the phone or greet customers in fear of being moaned at, and again reiterating how we all know how irritating mistakes can be, there are not many things in life which warrant verbal abuse, patronising tones or even actual threats.

 

We understand that you need to vent your anger and frustration at times, and in moments like this we would strongly urge you to collect your thoughts before getting in touch. We will do anything in our power to help you if you treat us with respect; if you don't it is highly likely that you will be ignored, or find that your Membership is subsequently cancelled without notice.

 

Social Media

 

Some of you have mentioned the lack of social media posts recently. Unfortunately every time we posted something, we had certain individuals make derogatory comments on them. It seems that some of you have forgotten that, just like all businesses, we need to advertise to achieve more clients to be able to improve our services; and of course that we are not a corporate practice with millions of pounds at our disposal.

 

Us vs Them

 

Some of you have stated that other vets in the area are much better than us - well of course they are - they’ve been running a long time and have 10,000+ more clients than we do! But they are also owned by corporations - the very reason why prices continue to soar to an unfeasible level. The reason why we launched our venture in the first place…

 

We have had constant criticism from 2 local corporate veterinary practices. One of them outwardly told their clients not to register with us - right from the beginning. They told lies and turned us into a laughing stock. They and one other even add on ridiculous slap charges for any of our clients who need to visit, claiming this “reflects the additional pressure” that appointment has placed on their team. What a joke.

 

It may amaze you to know that all vets (or even humans) make mistakes. We have listened to dozens of stories where other vets have made serious, life threatening errors, and the same admin issues that we have had - despite having three times the number of employees. To date we have had zero surgical fatalities, and one patient death (by congenital heart failure) in the 21 months we have been open, performing over 1,200 surgeries in that time. These statistics are well below the National average.

 

We have been lucky enough to have been supported by some truly amazing vets and nurses. It’s just a shame that they, like the rest of us were let down by not so amazing colleagues.

 

Veterinary Consult & Care Concerns

 

Many of you have experienced issues with some of the locum veterinarians who worked for us in the past. These individuals were hired based on their professional experience and came with extensive knowledge and recommendations. We did not expect them to be rude during consults or bring forth a number of issues which led to a series of formal complaints from our Members. We can only apologise for the behaviour you may have experienced and assure you that these vets will not work for us again.

​

​

A Personal Note from our Founder

 

I will take this opportunity to apologise for any issues that you encountered to date. Many administration mistakes have been made, and I know this has annoyed many of you, as it has me. But at the same time I can’t help but feel very deflated that some of you have taken to writing about us on local Facebook groups. I started this venture to help you, and did not ever expect things to turn out the way they have. I think it’s important to remember that this is no faceless corporate entity - I am simply one person who strives to make a difference and has had an enormous weight on my shoulders for a very long time now. In addition, I have been shouted at, spoken to like a child, threatened and harassed on a daily basis for as long as I can remember. I could very easily close down at this point because, to be completely honest I have absolutely no desire to deal with the constant negativity I have had to date - and the responsibility and pressure of running the Membership programme has been astronomically high with absolutely no reward. Many of you seem to think I’m rolling in it and I don’t mind telling you, this couldn’t be further from the truth. I do not receive a salary or any financial compensation. To date I have nearly £350,000 of debts - both in my own name and the business name. Debts which I’ve incurred for one reason only - because I believe pet owners deserve access to affordable healthcare, and I believe in this venture. So I will continue to fight to make this work, and would appreciate your support rather than the soul destroying behaviour I have been subjected to from many of you.

 

I have listened to people openly state that they joined the Membership to get this and that - which I expected. I’ve heard people ask for parasite treatment that the Member pet cannot have, so they can give it other pets in the household. I’ve heard people who have been receiving over £100 of medication a month for over a year, ask us what they get for their money. Some of you joined us with one pet simply because they are on regular medication whilst leaving your other pets registered with other vets. 

 

All of this is human nature I guess, but when you hear of the debt I am in and the fact that all this will result in the loss of my home; I would appreciate less snarky comments about my making sure I get paid from this when I absolutely do not.

 

Because our team is about to embark on a transfer to the new venue and way of operating, there will be some disruption with appointment availability throughout August, and our out of hours phone service (option 5) will be unmanned between 10th and 31st August, 5:00pm to 9:00am and at weekends (the diversion to Vets Now will remain in place). We apologise in advance for this, and can assure you it will be temporary and soon we will be back open properly with a full team of experienced staff. If you need urgent care in the meantime, please call or email us and our Receptionist will advise you on what best to do.

 

I will also take this opportunity to thank my Brother and my team for their dedication and hard work over the last few weeks, carrying out their normal jobs whilst helping to get the Nelson venue ready for opening!

 

Victoria 

 

 

An Overview of our Finances to Date (21st October 2024 to 9th August 2026)

 

£442,378 Income from Membership Fees and Vet Services

£       672 Public Donations and Monthly Raffle

£396,661 Veterinary Team Wages

£140,238 HMRC

£ 165,021 Pharmaceuticals and Consumables

£  28,969 Reimbursements Paid (from Members visiting other vets)

£   12,345 Reimbursements Due in August (from Members visiting other vets)

£  32,060 Marketing

​

£332,244 Deficit (this is excluding smaller outgoings such as accountancy fees, milage, stationery, insurance, bank fees, postage, repairs and maintenance - or the original works and equipment!)

​

​

Contact Information

 

PLEASE NOTE: SOME OF THIS WILL BE UPDATED WHEN OUR NEW CENTRE OPENS

 

Pet health, behaviour and nutrition advice: 0330 043 4550 - option 5. Please only contact us out of hours (5:00pm to 9:00am Monday to Friday, and 24/7 on weekends and bank holidays) if you need urgent health advice and are unsure whether your pet needs to visit the vet. Our physical out of hours veterinary service is provided by Vets Now and if you choose any other option you will be redirected to them for emergency advice / visiting arrangements.

 

Prescription Requests: prescriptions@perfectpetclub.co.uk

 

Invoices / Receipts for Reimbursement: accounts@perfectpetclub.co.uk

 

Membership Renewals, Cancellations and General Enquiries: members@perfectpetclub.co.uk

 

Mobile Vet Bookings for Vaccinations, Medication Reviews or Euthanasia: nelson@yourcommunityvet.co.uk

 

Pictures or Videos of Your Pets Health Concern: nelson@yourcommunityvet.co.uk

 

Normal Telephone Service for Appointments, Queries, Results and Advice: 0330 043 4550. Monday to Friday, 9:00am to 5:00pm.

 

If we do not answer when you call it often means we are already on another call. Please always leave a voicemail so we can get back to you; we won’t know that you have called otherwise!

 

Please do not send an email or WhatsApp if you have an urgent query relating to your pet’s health - always call us in this circumstance.​​

​