Membership Agreements and Terms & Conditions are documents that outline the terms of a membership, including benefits, billing, and cancellation policies. These agreements ensure that pet parents understand the details of their memberships and provide consent to the terms set by the business. Capturing signatures for these agreements is a key part of the enrollment process and is required due to credit card processing compliance for auto-recurring charges.

Before You Begin

• Permissions: Ensure the logged-in user has the “Can Sell Memberships” permission enabled. Without this permission, the ability to manage or enroll memberships is restricted.
  
  
• E-Signature Devices: Confirm the availability of devices for in-person signature collection (e.g., tablets) or ensure SMS options are configured.
• For memberships with a $0 rate: Admins can configure whether a signature is required or optional. This setting must be decided before enrollment and becomes locked once a customer is enrolled.

Setting Up Membership Agreements and Terms & Conditions

Uploading Terms & Conditions

Important:  Customers are required to review the terms of the membership and any additional terms & conditions that have been assigned during configuration before completing the purchase.

Tip:  This PDF file name will be visible to pet parents. It is recommended that the size of your PDF be no larger than 2 MB. Larger files can slow down the loading of the agreement. 

If not done during the setup of the original Membership, follow the steps below to add the Membership Agreements.

1. Navigate to Admin > Manage Memberships page.

2. Locate the Membership you are looking for, and select the black pencil icon to edit and update the Terms & Conditions in the Communication tab of the membership.

3. Upload a PDF file containing the Membership Terms & Conditions. This document can include (but is not limited to):

   • Membership cost, renewal cycles, and benefits summary.

   • Any additional rules or disclaimers your business wants pet parents to acknowledge.

4. Select the blue Save button to update changes and apply the Terms & Conditions.

5. Repeat for all relevant memberships.

Notice: Even if no PDF is uploaded, the system will still provide default Terms & Conditions, including a summary of the membership’s renewal cycle, benefits, and cost.

 Tip: Even if signatures are optional (for $0 memberships), the uploaded Terms & Conditions will still display to pet parents for review.

Collecting Signatures During Membership Enrollment

Step 1: Present Terms & Conditions

1. Begin the enrollment process.

2. Display the uploaded Terms & Conditions PDF to the pet parent.

   • If using SMS, send the link for acknowledgment.

   • If using an E-Signature tablet, provide the device for review and signature.

3. If the membership has a $0 rate and the signature requirement is disabled, the agreement will display as “Optional.” Pet parents can review the document, but the system will not require a signature to proceed.

Step 2: Capture the Signature

When required, the pet parent must provide an electronic signature. If optional, staff may still send or display the agreement, but the pet parent can proceed without signing.

• Ask the pet parent to review the document and acknowledge it by signing electronically.

• Verify the signature is successfully captured in the system.

Step 3: Complete Enrollment

1. Once the signature is captured, the Purchase button will activate.

   • For $0 memberships where a signature is optional, the Purchase button will be available immediately once the membership details are selected.

2. Select the blue Purchase button to finalize the membership enrollment.

3. Ensure the Terms & Conditions signature is stored in the Agreements tab on the pet parent's profile and confirm the membership is active by checking the Memberships tab. 

Managing Membership Agreements

Viewing Signed Agreements

1. Navigate to the pet parent’s Owner Profile.

2. Select the Agreements tab to view all signed Membership Agreements.

3. Locate any signed agreements under the Membership Agreements section.

4. Pet parents can also access their signed and unsigned agreements in the Customer Portal > Account tab > Waivers & Agreements.

Updating Terms & Conditions

If you need to update the Terms & Conditions for future memberships:

1. Replace the current PDF in the membership settings on the Manage Memberships page. 

   • Follow the instructions above for Uploading Terms & Conditions.

FAQ:

I do not want to capture Terms and Conditions when enrolling a pet parent in a Membership. Can we turn off this feature? 

• Capturing acknowledgment of the Terms and Conditions is generally required due to credit card processing compliance for auto-recurring charges. However, for $0 memberships, you have the option to make signature collection optional.
  • This setting is controlled on the Financial tab of the Membership wizard.
  • If disabled, agreements can still be sent via SMS or displayed on a signature tablet for review, but a signature will not be required to enroll.
• For any membership with a rate greater than $0, signatures remain required.

Related Resources

• Memberships Feature Overview
• Set Up New Memberships Process
• Membership Enrollment Topic Outline
• Convert a Recurring Package Subscription to a Membership How-To
• Set Up $0.00 Membership How-To
• Edit Existing Memberships How-To
• Delete or Disable a Membership Type How-To
• Memberships System-Wide Settings Reference
• Membership Billing & Payments Topic Outline
• Track Memberships Revenue Topic Outline
• Manage Memberships from Owner Profile Topic Outline
• Membership Renewal Reference
• Memberships Report Reference
• Membership FAQs