Straightforward Answers About Hannah Membership.
Hannah is different from both traditional veterinary care and Pet insurance. That's why many Pet Parents have questions about how our Membership works, what's included, who makes medical decisions, and what to expect as a Member.
This guide provides clear, transparent answers to the questions we hear most often.
At a glance — what Membership provides
Your Hannah Membership gives you access to Hannah’s Total Lifetime Care® (TLC) plans, designed to support your Pet’s health throughout their life while helping make veterinary care more affordable and predictable.
With TLC, you can focus on your Pet’s health and happiness instead of worrying about the cost of unexpected care.
What Hannah is (and isn’t).
Hannah’s mission is to help Pets live longer, healthier, happier lives by making high-quality veterinary care more predictable and affordable — especially when Pets need ongoing treatment.
What Hannah is
- ✓A Membership-based veterinary care program (TLC plan)
- ✓Predictable monthly pricing instead of visit-by-visit bills
- ✓A long-term veterinary care partnership that includes preventive care, illness and injury treatment, emergency care at Hannah locations, diagnostics, surgery, and dental care
- ✓Behavior, training, and Pet-family support as part of the relationship
- ✓A relationship-based model focused on helping Pets receive the care they need without financial barriers influencing medical decisions
What Hannah is not
- ✕Traditional Pet insurance with deductibles and claim forms
- ✕A per-visit, pay-as-you-go clinic
- ✕A rescue or shelter (we do help match Pets and families, but we’re not a rescue)
- ✕A system where decisions happen without you — Pet Parents are part of every major decision
Pet Ownership & Medical Decisions.
Two of the most common questions about Hannah are:
1. Who makes medical decisions for my Pet?
2. Why does Hannah hold legal ownership of the Pet?
Who makes medical decisions?
- 🐾You and your Hannah veterinarian work together to make decisions about your Pet's care, including exams, treatment plans, and next steps.
- 🐾Hannah's doctors always recommend what they believe is in your Pet's best interest, without regard to cost and without incentives tied to procedures or treatments.
- 🐾Hannah does not recommend euthanasia because care is expensive. End-of-life decisions are based on a Pet's quality of life, comfort, and medical condition, and are made in consultation with the Pet Parent. In rare emergencies when a Pet Parent cannot be reached, veterinarians may need to act in the Pet's best interest.
- 🐾If you and Hannah cannot agree on a course of care, you may repurchase your Pet and pursue any treatment path you choose.
Why does Hannah hold legal ownership?
The legal ownership structure is what allows Hannah to provide Total Lifetime Care® through a predictable monthly fee rather than charging separately for covered veterinary services.
- 🐾As the Pet's legal owner, Hannah assumes responsibility for providing covered care, including preventive care, illness and injury treatment, diagnostics, surgery, dental care, and emergency care at Hannah locations.
- 🐾This structure allows Hannah to accept many Pets that might otherwise face limitations elsewhere, including many with pre-existing health conditions.
- 🐾You remain your Pet's family. You live with your Pet, care for your Pet, make day-to-day decisions, and remain actively involved in medical decisions throughout your Pet's life.
- 🐾You may choose to repurchase your Pet at any time for the amount listed in your TLC Placement Addendum.
- 🐾Most Members remain on the program for the lifetime of their Pet, choosing the ongoing support, predictable costs, and comprehensive care that Hannah provides.
The Hannah Team Oath
“We promise to never recommend unnecessary care and always recommend what’s best for you and your Hannah Pet, which we will provide to the best of our ability and without regard to cost.”
Three ways to leave the program.
The Membership Agreement is built to give you options if you ever need to end the program or change how your Pet’s care is handled.
You take ownership
End your TLC plan and take full legal ownership of your Pet by paying:
- 🐾The Adjusted Pet Purchase Fee on your Addendum (reduced $25 for each full year on plan, $100 floor)
- 🐾The unpaid 50% balance of the Sick or Injured Care Fee, if any
- 🐾Any remaining TTT (Testing, Transportation, Treatment) Fee or prorated Healthy Start Fee
Your monthly TLC fee stops that day. Hannah sends you a Bill of Sale plus your Pet’s vaccination records.
You stop paying
If you stop your TLC payments and don’t make other arrangements:
- 🐾After 30 days past due, your TLC Plan ends and you automatically assume ownership of your Pet.
- 🐾Hannah will charge your card on file for the Adjusted Pet Purchase Fee plus the same outstanding balances listed above.
- 🐾You receive a Bill of Sale and your Pet’s vaccination records.
Your Pet stays in your home throughout. The relationship with your Pet is not interrupted.
You return the Pet to Hannah
If you can no longer keep your Pet:
- 🐾Schedule an appointment, bring your Pet to a Hannah Veterinary Hospital, and complete a surrender interview.
- 🐾You will not owe the Pet Purchase Fee, because Hannah retains ownership.
- 🐾You are still responsible for any outstanding charges already incurred (Sick or Injured Care, TTT, prorated Healthy Start).
Your monthly TLC fee stops once the surrender is complete. Hannah then works to place the Pet in an appropriate home whenever possible.
Straight answers to questions we hear most often
“Who makes important medical decisions about my Pet”
You and your Hannah veterinarian work together to make decisions about your Pet's care. Our standard practice is to discuss significant medical decisions with you and obtain your consent before moving forward with treatment. The only exception would be a rare emergency when you cannot be reached or if you have legally surrendered your Pet to Hannah.
“Why can’t I simply pay as I go like a traditional veterinary clinic?”
Traditional clinics charge separately for each exam, procedure, treatment, and emergency.
Hannah's Total Lifetime Care® (TLC) plans bundle covered veterinary care into a predictable monthly fee. This approach helps Members avoid unexpected veterinary bills and allows Hannah to focus on what's best for the Pet rather than what a family can afford at a particular moment.
“What happens to my Pet’s records if I leave Hannah?”
If you repurchase your Pet, you'll receive a Bill of Sale and vaccination records.
If your Pet has received medical care through Hannah, our Member Advocate team can coordinate delivery of appropriate medical records to you and/or your new veterinarian to help ensure continuity of care.
“How do I contact Hannah?”
- 🐾General questions, scheduling, & 24/7 Help Line: 503.905.5200 — select the appropriate option from the call menu.
- 🐾Member Concerns: [email protected]
“What kinds of Pets can enroll at Hannah?”
Hannah's Total Lifetime Care® plans are available for dogs, cats, guinea pigs and bunnies.
We welcome many Pets with pre-existing conditions. Enrollment decisions are based on a health evaluation, behavior assessment, and whether we believe Hannah is a good fit for the Pet and family.
“What isn’t included in Total Lifetime Care®?”
TLC includes routine, illness, injury, emergency, surgical, diagnostic, dental, and formulary medication services provided through Hannah.
Some services are not included, such as:
- 🐾Care provided outside of Hannah
- 🐾Organ transplants
- 🐾Cosmetic or experimental procedures
- 🐾Certain specialty referral services
- 🐾Boarding and grooming
- 🐾Pet food and dietary supplements (unless specifically selected)
For complete details, please review Sections D and E of the Membership Agreement.
“Is Hannah right for every family?”
No. Some families prefer traditional veterinary care or Pet insurance. Others value the predictability, comprehensive support, and long-term partnership that Hannah provides.
We encourage every prospective Member to read the full Agreement, ask questions, and decide what works best for their Pet and family.
How does Hannah compare to other options?
For a side-by-side look at Hannah vs. traditional fee-for-service clinics, wellness plans, and Pet insurance, see the comparison table on the What’s Included page.
View the comparison →Want someone to walk you through it?
Our Member Advocate team talks families through the Membership Agreement every day. If you have a specific concern, a real “what if” scenario, or just want to talk with a person on the phone — we’re happy to go point-by-point with you.