Oyen Pet Wellness Terms and Conditions

• Coverage

  We (Oyen) will reimburse you for the cost up to the number of treatments and max amount listed in your Oyen Pet Wellness plan. Oyen Wellness only covers preventative or routine treatment for your pet, and can only reimburse for expenses incurred during your plan period. All reimbursements are subject to confirmation and validation by us (Oyen). The values listed below represent the maximum annual reimbursement per category. Our coverage categories and amounts are subject to change. Coverage is displayed as the count (where applicable) / annual maximum.
  
  Illustration 1 Under the Cat Pet Wellness Defender plan, you can claim for vaccines up to 3 times throughout your plan period. The total amount reimbursed back is capped at RM180.
  

  🐱 Cat Plans	Core	Royal	Defender
  Consultation	1/RM80	1/RM80	1/RM80
  Vaccines	1/RM70	1/RM70	3/RM210
  Deworm	1/RM40	3/RM120	3/RM120
  Tick and flea prevention	1/RM70	3/RM210	3/RM210
  Virtual 1 on 1 vet chat	1/Year	2/Year	2/Year
  Exclusive: Pet Owner WhatsApp Community	Yes	Yes	Yes

  🐶 Dog Plans	Core	Royal	Clifford
  Consultation	1/RM80	1/RM80	1/RM80
  Vaccines	1/RM140	1/RM140	1/RM140
  Rabies / Bordetella	NIL	1/RM100	1/RM100
  Deworm	1/RM40	3/RM120	3/RM250
  Tick and flea prevention	1/RM70	3/RM210	3/RM250
  Heartworm	3/RM100	3/RM100	3/RM120
  Virtual 1 on 1 vet chat	1/Year	2/Year	2/Year
  Exclusive: Pet Owner WhatsApp Community	Yes	Yes	Yes

• 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 and MSIG)
  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 administrated 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)

• Eligibility

  Preventive care plans only apply to cats and dogs. There is no age and breed restriction for pets.
  

• 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.
     

• Additional T&C for Monthly Customers

  1. As the Wellness plan is a 12-months subscription, your designated payment method will be charged monthly. You must ensure that there is sufficient funds in your designated payment method.
  2. We retain the right to charge your designated payment method to collect any outstanding payments, and impose late payment fees (starting from RM10).
  3. If you wish to change your payment method, do reach out to us via Whatsapp.
  4. If you have any outstanding payment, you are required to make the payment before we process your claims.
  5. When your approved claim submission exceeds RM100 (for cats) / RM200 (for dogs) in a single receipt or cumulatively, you are required to pay the balance for the remaining year before we reimburse you. This ensures our ability to support all pet parents' vet bills.
  6. If you wish to cancel your Wellness plan during the plan period:
     ‍a) If you have submitted a claim before (including approved and reimbursed claims), you are required to pay the balance for the remaining year.
     ‍
     b) If you have not submitted a claim before, you are required to pay any outstanding payment.
     

• Cancellation Policy

  1. Customer can cancel anytime during the plan period, provided that plan payments are up to date.
  2. If customer hasn’t submitted a claim or have rejected/withdrawn claims:
     a) Cancellation request is within 14 days: All customers are eligible for a full refund.
     b) Cancellation request is after 14 days: All customers will not be refunded.
  3. If customer has submitted claims (including claims that are pending review, pending payment or have been successfully reimbursed): All customers will not be refunded.
  4. The plan is cancelled upon receiving an e-mail confirmation from us (Oyen).
  5. Customer will be refunded within 5 working days from the e-mail confirmation date. The funds will be transferred to the payment method provided by the customer.
  6. The amount refunded will be based on the price purchased by customer. This is to avoid any impact from price changes.
  7. Customer can submit their cancellation request by emailing to care@oyen.my.