Care Plan Renewal Workflow

Care Plan Renewal Emails are sent out 30 days prior to a Pet Parent's plan renewing. 

The email notifies the Pet Parent of any plan changes (pricing, services, naming convention)
without explicitly offering options to downgrade or cancel. 

• We only block opting out of renewal if the new enrollment already exists -- (~2 days before renewal)

  • Clinic can submit a ZD ticket and we can prevent the renewal from happening

• We don't block cancellations at all during renewal periods
  
  

  
  
  What happens to unused funds at renewal?

  
  If a Pet Parent has unused Instant Account Credit (IAC) when their plan renews at the same level or a higher level, that balance rolls over into the new plan year as a separate rollover credit, alongside the new year's IAC.

• Rollover funds are used first. Any new spending draws down the rollover balance before touching the current year's IAC.

• Rollover only carries forward one renewal cycle. If a Pet Parent still has rollover left over by their next renewal, it is forfeited — it does not roll over a second time.

• Example: A client has $100 of unused IAC at the end of Year 1 and renews into a $500 IAC plan for Year 2. They now have two credit lines — a $100 rollover and the new $500. Any usage in Year 2 pulls from the $100 rollover first. If that $100 isn't fully used by the time Year 3 renewal hits, it's gone — only the leftover Year 2 IAC would roll into Year 3.

  Note: Rollover does not apply to downgrade renewals