Sign Membership Agreements and Terms & Conditions (How-To)

Article Details

Summary

This article shows staff how to collect a signature on a membership agreement and Terms & Conditions during enrollment. Pet parents must agree to the terms, and credit card processing rules require a signature for auto-recurring charges.

Membership Agreements and Terms & Conditions are documents that outline the benefits, billing, and cancellation policies of a membership.

Before You Begin

You'll need:

  • The "Can Sell Memberships" permission turned on for your user. Without it, you cannot manage or enroll memberships.

    The Can Sell Memberships permission in the user group settings.

  • A device for in-person signatures, such as a tablet, or SMS set up.

  • A decision on whether a signature is required, if the membership has a $0 rate. Admins set this before enrollment. It locks once a customer is enrolled.

Steps

Upload Terms & Conditions

Follow these steps if you did not add Terms & Conditions when you set up the membership.

Important: Customers must review the terms of the membership and any added terms & conditions before they complete the purchase.

Tip: Pet parents can see the PDF file name. Keep the PDF under 2 MB. Larger files can slow down the loading of the agreement.

  1. Go to Admin > Manage Memberships.

  2. Find the membership, and select the black pencil icon.

  3. Open the Communication tab of the membership.

  4. Upload a PDF file with the membership Terms & Conditions. The PDF can include:

    • Membership cost, renewal cycles, and a summary of benefits.

    • Any extra rules or disclaimers you want pet parents to acknowledge.

  5. Select the blue Save button. The Terms & Conditions apply to the membership.

  6. Repeat for all memberships that need them.

Notice: If you do not upload a PDF, the system still shows default Terms & Conditions. They include a summary of the membership's renewal cycle, benefits, and cost.

Tip: If signatures are optional (for $0 memberships), the uploaded Terms & Conditions still show to pet parents for review.

Collect signatures during enrollment

  1. Begin the enrollment process.

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

  3. To use SMS, send the link for the pet parent to acknowledge.

    The Send via SMS and Push to E-Signature Tablet buttons on the enrollment page.

  4. To use an E-Signature tablet, give the device to the pet parent to review and sign.

    The Send via SMS and Push to E-Signature Tablet buttons on the enrollment page.

If the membership has a $0 rate and the signature requirement is disabled, the agreement shows as "Optional." Pet parents can review the document, but they do not need to sign to continue.

  1. Ask the pet parent to review the document and sign it electronically. A signature is required unless the agreement is optional.

    A digital signature pad with buttons for signing.

  2. Check that the system captured the signature.

    A notification that the signature was captured.

  3. Look at the Purchase button. It turns on once the signature is captured.

    The Purchase button on the membership enrollment page.

    For $0 memberships with an optional signature, the Purchase button is available as soon as you select the membership details.

  4. Select the blue Purchase button. The membership enrollment is final.

  5. Check the Agreements tab on the pet parent's profile. The Terms & Conditions signature is stored there.

    The Agreements tab on the pet parent's profile with the stored signature.

  6. Check the Memberships tab. The membership shows as active.

    The Memberships tab showing an active membership.

View signed agreements

  1. Open the pet parent's Owner Profile.

  2. Select the Agreements tab.

  3. Find the signed agreements under Membership Agreements.

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

Update Terms & Conditions

To update the Terms & Conditions for future memberships:

  1. Replace the current PDF in the membership settings on the Manage Memberships page. Use the steps in Upload Terms & Conditions above.

FAQ

Can I turn off Terms and Conditions capture when I enroll a pet parent in a membership?

  • Usually no. Credit card processing rules require pet parents to acknowledge the Terms and Conditions for auto-recurring charges.

  • For $0 memberships, you can make signature collection optional. This setting is on the Financial tab of the Membership wizard.

  • If signatures are optional, you can still send agreements by SMS or show them on a signature tablet for review. The pet parent does not need to sign to enroll.

  • For any membership with a rate greater than $0, signatures stay required.

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