PitPat LIFE™

PitPat LIFE (also styled in other ways including PitPat Life, PitPat LIFE™ and LIFE™) is a membership-oriented service offered by us to dog owners. It aims to help you to look after your dog and be rewarded for doing so. PitPat LIFE is not a competition or marketing promotion. The Benefits received by you and your dog depend on your dog’s achievements within PitPat LIFE and are not dependent on direct comparisons with the performance of other individual dogs.

You must be 18 years old or over on the day your dog joins PitPat LIFE.

PitPat LIFE membership is open to any pet dog (but not any other animal), and you as the keeper of that dog enter into this contract with us when they join PitPat LIFE.

You are welcome to manage the PitPat LIFE memberships of more than one dog (including under a single subscription), but each dog will be treated separately in respect of these and our other terms.

You must accurately and truthfully provide your real name and any other details about you and your dog that we request at the time of joining and on any subsequent request by us.

You and your dog must be normally resident in the country or countries you have told us you each live in.

Anything we may physically send you as part of your membership can only be sent to you and only to an address in the country where you’ve told us you live.

We will grant you membership of PitPat LIFE for your dog in exchange for the applicable initial subscription fee, or without fee in exchange for some other action on your part. You must pay any applicable recurring subscription fee or maintain any other required status in order to maintain your dog’s membership.

We may vary any fee we charge at any time. The amount of any fee charged by us may depend on a variety of factors. Therefore, you or other dog owners may pay more or less for the same or another dog’s membership in exchange for the same or different Benefits.

You and your dog are only eligible for and can only receive the Benefits of membership whilst your dog’s membership is fully-active (meaning that it has not been suspended or cancelled for whatever reason whether by you or by us).

We reserve the right immediately and without notice to suspend or cancel your dog’s membership of PitPat LIFE if you breach any of these or our other terms, whereupon the terms below relating to suspension and/or cancellation will apply.

You must pay any applicable fee when it falls due, and must use the payment means or mechanism(s) that we make available and which we accept in your country at the time each payment falls due.

The fee (if any) for each recurring period of membership for a dog will be due on the expiration of the previous period or on any other date that we agree between us.

If you don’t pay any recurring subscription fee for your dog when it is due, or if you don’t maintain the status that gave rise to your dog’s membership without fees, we reserve the right to suspend your dog’s membership without notice to you.

If any recurring subscription fee for your dog remains unpaid or if you fail to maintain any other required status for 90 days or more, we reserve the right to cancel your dog’s membership without further notice to you.

If we agree to an alternative recurring date for the payment of your recurring subscription fee, we will realign your dog’s membership periods to that new date by – at our sole discretion – extending or shortening one or more periods of membership.

Dogs whose membership is suspended may be stopped by us from receiving any or all membership Benefits during such a period. As well as all other Benefits, this includes that your dog may stop earning Points, any Points balance may be frozen, and neither you nor your dog may be eligible to claim or receive any Prizes.

We will reinstate the membership of any suspended dog as soon as practically possible after the issue that gave rise to the suspension is resolved.

There is no minimum term of membership for your dog. You may stop your subscription payments (if any) whenever you wish.

If you wish to stop your payments, you must use whatever means is provided by the payment mechanism you are using, including the means provided by your phone’s operating system (iOS or Android) if appropriate. We will not necessarily be able to assist you where your payments are taken through a third party.

If you stop your payments or otherwise lose the status that gave rise to your dog’s membership, we will suspend your dog’s membership at the end of the final period you have paid or otherwise been eligible for. If you restart your payments within 90 days, if you regain the required eligibility status or if you start payments having previously not been required to make them, we will reinstate your dog’s membership without loss of any accrued privileges. If you do not start or restart payments within 90 days, we may irrevocably cancel your dog’s membership.

The Points balance of any dog whose membership is cancelled (however that happens) may be immediately forfeited and any Points that were held for the benefit of the dog prior to cancellation may no longer be available for you to redeem.

The status of any dog whose membership is cancelled (however that happens) may revert to the status of a dog that has never been a member of PitPat LIFE, and the features and Benefits we provide to you may be no more than those we provide to owners of dogs that are not and have never been members of PitPat LIFE.

Membership of PitPat LIFE gives you and your dog access to a range of Benefits that may include those described below.

The specific range of Benefits available to you (including the choice of Prizes, if any) may depend on the country in which you and/or your dog live and on other factors. This means that even though you may see or otherwise be aware of them, not every Benefit is necessarily available in every country, to every owner and to every dog.

We may change the availability of different Benefits in different countries and contexts at any time and without notice.

We reserve the right immediately to suspend or cancel without refund the PitPat LIFE membership of any dog whose owner we believe at our absolute discretion has attempted to misuse any Benefit or to access it in a fraudulent way. We further reserve the right to cancel or refuse future membership to this or any other dog owned or co-owned by a PitPat user to whom this term has been applied.

Points

Points may be earned by your dog in exchange for behaviours, activities, achievements and other actions completed during their membership.

We publish at least one Points tariff indicating which behaviours, etc, attract Points and how many Points are awarded for those behaviours. This tariff is visible to you via our app and may also be visible elsewhere.

Different dogs may be on different tariffs. This means that different dogs may earn different numbers of Points for the same activities. The tariff in effect for your dog is set and may be changed by us, and may depend on the specific circumstances under which your dog joined PitPat LIFE or under which their membership continues.

Points are accumulated against your dog and held for their benefit until they are either exchanged for Prizes, are forfeited following the cancellation of your dog’s membership of PitPat LIFE, or are otherwise deducted by us from your dog’s Points balance.

In accordance with our General Terms, it is your responsibility to keep your account secure. We are not responsible for Points redeemed by other people who fraudulently access your account as a result of your failure to keep it secure.

We reserve the right to remove any or all Points from your dog if we believe in our absolute discretion that any of their Points were earned or awarded in error (including technical or other error on our part), fraudulently or without fully completing the behaviours, etc, defined in the tariff for their proper award.

Prizes

We may from time-to-time offer a range of Prizes that you can claim in exchange for Points legitimately earned by your dog during their membership of PitPat LIFE.

A different range of Prizes may be offered to dogs or owners in different countries or with different membership contexts. You may not be able to claim all Prizes for your dog, even though you may be able to see them.

All Prizes are priced in Points. Dogs or owners in different countries or with different membership contexts may be offered different prices for the same Prize.

You may claim Prizes by following the prescribed process that we make available to you. Prizes may not be claimed in any other way.

You may claim any Prize whose price in Points is less than or equal to the balance of Points held by your dog at the time you claim the Prize. If we agree to and fulfil your claim, we will irrevocably deduct the value of that Prize from your dog’s Points balance.

You may only claim Prizes for which you are eligible, and we will only fulfil claims for Prizes for which we deem you to be eligible. We reserve the right to refuse to fulfil your claim for a Prize if we reasonably believe that you are ineligible or that your claim has been made fraudulently.

Points may be redeemed only against individual dogs. You may not combine Points earned by multiple dogs for the purpose of claiming a larger Prize.

Any Prize that you claim will generally be shipped or otherwise made available within 28 days of your claim, unless other arrangements apply as a result of the specific nature of the Prize.

Unless faulty, Prizes may not be returned or refunded once claimed.

App features

We may from time-to-time make certain features of our app available exclusively to owners of dogs in PitPat LIFE (in addition to those provided to all PitPat users).

The set of additional features offered in this way may change over time, or there may be no exclusive features.

App features that are exclusive to owners of dogs in PitPat LIFE in some contexts (for example, in some countries) may be available to all users in other contexts, and vice versa.

App features that were previously available only to owners of dogs in PitPat LIFE may later become available to all users, and vice versa.

Any exclusive features may be available to all of the co-owners of a particular dog in PitPat LIFE, or only to the co-owner who pays the dog’s PitPat LIFE subscription. They may further be available in respect of all dogs owned by an owner of any dog in PitPat LIFE, or only in respect of that particular dog in PitPat LIFE.

If the dog through whose membership of PitPat LIFE you were granted access to a particular feature ceases to be a member of PitPat LIFE, you may lose access to that feature including any data, history or other accrued benefit relating to that feature.

Perks

We may from time-to-time offer additional Benefits (Perks) to you or your dog as a result of your dog’s membership of PitPat LIFE. These Perks may include gifts, one-off or on-going special offers and other membership privileges or rights.

Some Perks may be provided by third-parties. In this case, the appropriate third-party is responsible for the delivery of the Perk and for any consequences arising from its offer, delivery or use.

Some Perks may be subject to additional terms, and you must check any documentation we provide for those terms.

Except where they are faulty, any gifts offered and/or supplied by us are not returnable or exchangeable for other things, and neither is a cash alternative available.

Competitions

You or your dog may be offered access to Competitions or similar as a result of your dog’s membership of PitPat LIFE.

You may participate in some Competitions automatically without action on your part, or you may be required to take some specific action in order to take part.

You or your dog may not be eligible for all Competitions. 

Such Competitions are subject to our standard terms for competitions (where they are referred to as “promotions”), and any additional terms we may publish.

Extended warranty

We will indefinitely extend the Warranty Period of any wearable PitPat device otherwise covered by our Limited Warranty, subject on an on-going basis to the following conditions:

• The device must have been worn exclusively by a dog that was a member of PitPat LIFE with a fully-active membership at the moment any defect first arose;

• Claims under this Extended Warranty cannot be made for defects that first arise during any period when the relevant dog’s membership is not fully-active including during any period of suspension for whatever reason or after cancellation;

• The relevant dog’s PitPat LIFE membership must have been maintained continuously starting before the Limited Warranty Period expired. Temporary periods of suspension will not be regarded as interrupting continuous membership for this purpose;

• This Extended Warranty extends only the Warranty Period. All other terms of the Limited Warranty remain the same;

• We reserve the right to refuse any claim under this Extended Warranty in circumstances where we reasonably believe that such claim has been made frivolously or fraudulently.

To make a claim under this Extended Warranty, please follow the instructions in our Limited Warranty.

Loss & damage protection

If the PitPat device used on your dog gets lost or accidentally damaged, we may at our sole discretion offer you a replacement PitPat device, subject to these conditions:

• The lost or damaged PitPat device must be or have been worn exclusively by a dog that is or was a member of PitPat LIFE with a fully-active and up-to-date membership at the moment the loss or damage occurred;

• The loss or damage must not have occurred as a result of normal wear and tear (including rechargeable battery degradation), misuse, failure to follow instructions, neglect, abuse, alteration, unreasonable carelessness, unusual stress, modification, improper or unauthorised repair, improper storage, water if the product has been opened, or because of use with unsuitable devices, software or services. We reserve the right to enquire as to the circumstances of your loss or damage, and to grant or refuse this perk as a consequence of such enquiry in accordance with this condition;

• If we agree to replace your lost or damaged PitPat device, we will replace it with an identical device or, if an identical device is not available, with the nearest equivalent that we determine. No financial or other compensation is available, and you may not choose a different replacement (even by paying any difference in price);

• We will provide a replacement PitPat device a maximum of once in any period of 12 calendar months;

• We reserve the right to refuse any claim for a replacement PitPat device in circumstances where we reasonably believe that such claim has been made frivolously or fraudulently.

This Benefit is in addition to and separate from your rights under our Limited Warranty (including any Warranty Period extension as a result of your dog’s membership of PitPat LIFE), which covers faults in materials and workmanship.

To make a claim for a lost or damaged PitPat device, please email help@pitpat.com providing full details of the circumstances of the loss or damage, including details of the dog under whose membership of PitPat LIFE you wish to claim.

Replacement strap and battery

We will provide a replacement strap or single-use battery (if applicable to your device) for your dog’s PitPat device whenever required, free-of-charge to you, subject to the following terms:

• The PitPat device requiring a strap or battery must be or have been worn exclusively by a dog that was a member of PitPat LIFE with a fully-active and up-to-date membership at the time you make your claim;

• Your right to receive a replacement battery applies only to user-replaceable single-use batteries. It does not apply to rechargeable batteries which are subject to inevitable degradation that may eventually require you to replace the device at your own cost;

• We reserve the right to limit or reject claims where we reasonably believe any such claim has been made frivolously or fraudulently.

To claim a free strap or battery please email help@pitpat.com.

We have partnered with a provider of video vet services (our Video Vet Partner) to offer a video vet Perk to owners of dogs who are PitPat LIFE members as an inclusive Benefit of their membership.

Our Video Vet Partner is Onlinevet 247 UK Ltd trading as FirstVet. You can find out more about FirstVet here.

The following terms apply to the use of this Perk by owners of member dogs, and are in addition to any other applicable terms and any terms applied by our Video Vet Partner.

Allowance

If you are the “qualifying owner” of a dog that is a member of PitPat LIFE, you can claim up to THREE free video consultations for that dog with our current Video Vet Partner in any rolling period of 12 calendar months (the Allowance).

You are the qualifying owner of such a dog if:

• You personally pay for the PitPat LIFE subscription under which that dog is granted membership, or

• You personally pay for any other service (for example, an insurance policy) under which that dog is granted membership of PitPat LIFE.

If you do not do these things then you are not the qualifying owner, even if the dog itself is a PitPat LIFE member. You should instead ask that dog’s qualifying owner (if any) to access this Perk.

We will assess the Allowance based on the dates for which consultations are booked. If you book a consultation but then miss it without cancelling, it may still use up the Allowance.

There is a separate Allowance for each PitPat LIFE member dog. Allowances may not be shared between member dogs (even of the same payer), nor with dogs (or other pets) who are not members of PitPat LIFE (even if owned by the same payer). The Allowance may not be “carried over” from one period to the next, nor may additional Allowance be “borrowed” from a future period.

The Allowance applies only in respect of services provided by our Video Vet Partner (as indicated here and/or on our website and elsewhere) and is not offered or applicable in respect of any other provider or service.

Outside this Allowance and Perk, you are free to book and use the service provided by our Video Vet Partner (or any other provider) on that partner’s normal pricing basis for dog-owners as if your dog was not a member of PitPat LIFE. Any such paid consultations will not use up your dog’s Allowance under these terms.

Eligibility

To be eligible for a free consultation:

• You must be the dog’s qualifying owner as defined above. Dogs with memberships under which there is no qualifying owner (for example, complimentary membership, demonstration membership, some memberships given as a benefit by a third-party, and others) may not be eligible for this Perk.

• The dog for whom you are making the booking must have a fully-active PitPat LIFE membership in good standing at the time of booking.

• You must book directly with our Video Vet Partner using their publicly-available booking method, or any other method that we provide to you. No other means may be used to claim a free consultation.

• When making your booking, you must use the same email address that you use to identify yourself to us, and you must use an identical dog name when communicating with PitPat and with our Video Vet Partner. Failure to adhere to these requirements may mean that you are unable to book a free consultation.

If you meet all these requirements, your booking will be free and will count towards the Allowance.

No refunds

You must ensure at the time of booking that the booking you make is free, and that you are not charged and do not pay for the consultation. We are not responsible for any bookings made by you that incur a charge.

We will not under any circumstances provide refunds for any charges incurred by you, whether or not they are for consultations that would otherwise have fallen within your dog’s allowance in respect of this Perk had they been properly booked.

Liability

We do not guarantee the availability of the service offered by our Video Vet Partner at any particular time or with any particular urgency (whether or not a successful booking has been made). Neither do we accept any responsibility for the consequences (whatever they may be) of any failure of those services to be available (whether free or otherwise), or of a failure of the services to be performed in any particular way.

Consultations actually provided free-of-charge to you under this arrangement will in all respects other than payment be identical to a paid consultation made with the Video Vet Partner, and all liabilities and responsibilities for the service you receive lie with the Video Vet Partner.

Conduct

We reserve the right immediately to cancel without refund the PitPat LIFE membership of any dog whose owner we believe at our absolute discretion has attempted to mis-use this Perk or to use it in a fraudulent way. We further reserve the right to refuse membership (including future membership) to any other dog owned or co-owned by a PitPat user to whom this term has been applied.

We have authorised our Video Vet Partner to refuse or immediately discontinue any free consultation in respect of a dog they reasonably believe is not a dog that should rightfully have access to this Perk, or is not the dog in whose identity the consultation was booked.

If your ownership of your dog ends for any reason other than your dog’s death you may cancel your dog’s membership through the normal process.

You may alternatively ask us to transfer the control of your dog’s membership to any other current co-owner of your dog as recognised within our system, and we will attempt (but do not guarantee) to facilitate that transfer.

In the event of the death of your dog, we ask you to contact us as soon as possible. We may ask you to formally confirm the death of your dog. Upon notification or confirmation of the death of your dog, we will assist you to cancel any subscription payments and thus suspend their membership as soon as possible, and ultimately to cancel it completely. The Points balance of your dog will remain available for redemption by you for a period of at least 90 days following notification, after which we may withdraw it without notice. You may also lose access to any exclusive app features including data, history and accrued benefits.

In the event of your own death, we will – upon appropriate confirmation – attempt to assist in cancelling any subscription (although we may not be able to prevent the on-going collection of fees by a third-party). The Points balance of your dog will remain available for redemption by your legally-appointed representative for a period of at least 90 days following notification, after which we may withdraw it without notice.

PitPat LIFE aims to encourage you to help your dog to live a healthy and happy lifestyle, and to reward you both for doing so. However, we do not guarantee that membership of PitPat LIFE will improve your dog’s health or increase your own happiness.

PitPat LIFE aims to offer you and your dog a range of tangible and intangible Benefits. However, we don’t guarantee that every Benefit will be available or applicable to you or your dog (including that your dog will necessarily earn enough Points to receive the Prizes you may want), nor that the value of any Benefits you receive will exceed the monetary value of the fees paid by you.

Except as prescribed by law, we remind you that our General  Terms of Use require you to use good judgement and to assume full responsibility for the effects on your dog of actions recommended or otherwise indicated or suggested by us (including through our app, emails, website and via other communications), and for ensuring that any Benefits that we, our business partners or any third-party supply to you as part of PitPat LIFE are appropriate for your individual dog and that they are used by you and your dog in a safe and healthy way.

In the event of a dispute, our total liability to you will not exceed the actual fees paid by you in respect of your dog’s membership.