PitPat LIFE™

PitPat LIFE™ is our membership scheme for dogs. It aims to help you to look after your pet in exchange for the payment by you of a regular and continuing monthly subscription (or the on-going maintenance of some other status that grants membership, such as an insurance policy).

Depending on how you acquire membership for your dog (see Ways to Join PitPat LIFE™ below), their membership will include one or both of the following two Features:

1. Our Connectivity & Live-Tracking Service

This service, which is subject to its own terms, provides you with continuous measurement of your dog's activity level and type, and with live-tracking of your dog’s location on demand.

It is required to make any PitPat GPS Tracker device we may give you free-of-charge work. You must continue to make payments during and after any minimum term for that device to continue to work.

(If you buy a PitPat GPS Tracker yourself you don't need this service because we will provide it at no further charge for the lifetime of the device you bought.)

2. A range of additional Member Benefits

These reward you for looking after your dog and for maintaining their membership of PitPat LIFE™. They include things such as extending your warranty, providing protection against loss or damage, rewarding your dog with points and prizes for exercising and other good behaviour, enabling exclusive app features, providing access to a video vet and other benefits.

If you have problems or want to complain

Our customer support team is available to help you with questions (or complaints) and you may reach them using the contact details on our website. Please see our Customer Support Terms for details of how we promise to deal with your enquiry.

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 must be 18 years old or over on the day your dog joins PitPat LIFE™ and you must accurately and truthfully provide your real name and any other details about you and your dog that we request at the time they join and at any time we ask in the future.

You and your dog must ordinarily reside in the country or countries you have told us you each live in. Anything we may physically send to 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.

If you have more than one dog

Each PitPat LIFE™ membership (including any PitPat GPS Tracker(s) we may supply as part of that membership) is intended for one single dog, and may not ordinarily be transferred or shared between dogs. Please contact us if you have an exceptional reason to do this.

You are welcome to manage PitPat LIFE™ memberships for more than one dog (including under a single, multi-dog subscription), but we will treat each dog separately in respect of these and our other terms.

You may obtain membership of PitPat LIFE™ for your dog in several alternative ways including:

1. If you do not already have a PitPat GPS Tracker, you may take out a subscription plan on our website and therefore commit to a minimum term of 12 monthly payments. In this case, in exchange for your commitment to that minimum term, we will give you a PitPat GPS Tracker free of charge (which you must return if you fail to make all 12 payments). You will get the Connectivity & Tracking Service and all the Member Benefits as part of your dog’s membership.

2. If you already have a PitPat GPS Tracker or Activity Monitor, you may upgrade to receive just the Member Benefits of PitPat LIFE™ by making monthly in-app payments. In this case, there is no minimum term (you may cancel at any time), and you will not receive a PitPat GPS Tracker as part of your dog’s membership. This route to membership does not include our Connectivity & Live-Tracking Service, because it was included with your PitPat GPS Tracker when you bought it and lasts for the practical lifetime of that device (or is not required if you have a PitPat Activity Monitor).

3. If you already have a PitPat GPS Tracker or Activity Monitor, you may take out an applicable PitPat Insurance policy. In this case you’ll receive the Member Benefits of PitPat LIFE™ for as long as you maintain an applicable policy, but you will not receive a PitPat GPS Tracker nor the Connectivity & Live-Tracking Service as part of your dog’s membership, because it was included with your PitPat GPS Tracker when you bought it and lasts for the practical lifetime of that device (or is not required if you have a PitPat Activity Monitor).

You may qualify for more than one of these routes to membership. For example: 

1. You may have joined PitPat LIFE™ on our website and received a PitPat GPS Tracker from us, and then taken out an insurance policy that comes with PitPat LIFE™ Member Benefits. In this case, you must continue to pay for your PitPat LIFE™ subscription to maintain the Connectivity & Live-Tracking Service for your device.

2. You may have bought a PitPat GPS Tracker,  upgraded to PitPat LIFE™ Member Benefits in our app, and then taken out an insurance policy that comes with PitPat LIFE™ Member Benefits. In this case, it is your responsibility to cancel your in-app payments for the Member Benefits you now receive as part of your insurance.

Finally, your dog may have membership of PitPat LIFE™ via some other route that we previously offered but which we no longer offer for new memberships. In that case their membership and Member Benefits (but not the Connectivity & Live-Tracking Service) will continue for as long as you maintain any payments that were originally required. If, for whatever reason, their membership is cancelled (whether by you or by us), or you are unable to continue to pay for it that way (for whatever reason), you will need to use one of the currently-available membership routes above if you want them to re-join.

If (and only if) your dog joins PitPat LIFE™ on a web-based subscription with a minimum term of 12 monthly-payments, we’ll give you a PitPat GPS Tracker free-of-charge at the start of that membership. You must return that tracker if you fail to make all 12 payments.

It's only for your dog

Any tracker we give you may be used only on the member dog concerned and not on any other dog (including others you may personally own), and may only function for as long as you continue to maintain that dog’s membership. 

What happens if you sell it or give it away

Although you may give or transfer the ownership of the PitPat GPS Tracker you receive from us to someone else (including, for example, by selling it), it may not function without continued on-going payment of the associated membership subscription. It is not possible to transfer that membership to another dog, nor to transfer the subscription obligation to another person, and you must make this clear to anyone to whom you transfer ownership of the PitPat GPS Tracker.

You and your dog are only eligible for and can only receive the Features of membership (including if applicable the Connectivity & Live-Tracking Service and the Member Benefits) 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).

For your dog’s membership to remain fully-active, you must pay all applicable fees when they fall due or you must maintain the status that gave rise to your dog’s membership (for example, an active insurance policy of an appropriate type).

When and how you'll pay

If you are paying a subscription, your dog’s membership starts on the day you make your first subscription payment. The fee for each recurring monthly period of membership will be due on the same day (or the closest possible for shorter months) in each following month (or on any other date that we may subsequently agree between us).

If we agree to an alternative recurring date for the payment of your subscription fee, we’ll realign your dog’s membership periods to that new date by – at our sole discretion – extending or shortening one or more periods of membership without necessarily adjusting the fee(s).

Any fee must be paid using the payment method(s) that we make available and accept in your country at the time each payment falls due.

Changes in fees

We guarantee not to increase your monthly fee during your minimum term. We may review and change the fee after your minimum term, in which case we will provide you with at least one month’s notice of any change so that you may cancel your dog’s membership before the change if you want to.  See below for details of how to cancel your dog’s membership and the consequences of doing so. 

The amount of any fee charged by us may depend on a range 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 Member Benefits, depending on when and how your dog joined PitPat LIFE™, whether this was through a relationship with a third party or other factors.

If you don’t pay the 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 may temporarily 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 may permanently cancel your dog’s membership without further notice to you and, if you are within any minimum term, we may require you to return at your cost any PitPat GPS Tracker(s) that we provided to you in exchange for your original agreement to complete that minimum term.

Dogs whose membership is suspended may be stopped by us from receiving any or all of the Features of membership during such a period. This may mean (among other things) that you may become unable to track your dog’s location and/or activity, 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 or other Member Benefits.

We will reinstate the membership of a suspended dog without loss of any accrued privileges as soon as practically possible after the issue that gave rise to the suspension is resolved.

Your cancellation rights and any minimum term depend on how you obtained membership, as follows:

If you bought membership of PitPat LIFE™ for your dog through our website and have received a PitPat GPS Tracker from us free of charge when joining:

• You may cancel your dog’s membership at any time in the first 42 days after you make your first payment, and you will receive a full refund of all payments. This is our “satisfaction guarantee” that includes the statutory “cooling off period” to which you are entitled by law. If we ask you to do so, you must return at our expense any GPS Tracker(s) that we supplied before we issue a refund.

• Unless you cancel in the first 42 days, your dog’s membership will have a minimum term of 12 equal monthly payments comprised of your initial payment and another 11 payments. You may request cancellation of that membership only once this minimum term has been completed and you have made all 12 payments. If you miss any payments, your minimum term will continue until you have made all 12 payments. If you cancel your dog’s membership after your minimum term:

  • You may keep your PitPat GPS Tracker, but you will not be able to track your dog nor make use of any of its other features unless you re-instate your dog’s full membership by contacting us. 

  • If you re-instate your dog’s membership, you may use your existing PitPat GPS Tracker, and your dog’s membership will not have any further minimum term. 

  • If you instead take out a new membership and we supply you with a new PitPat GPS Tracker, that new membership will be subject to a new minimum term of 12 monthly payments.

If you bought membership of PitPat LIFE™ for your dog by upgrading to receive Member Benefits by paying a monthly fee through our app, or if you obtained membership using a historical route that is no longer available to new members, that membership has no minimum term and you may request cancellation at any time.

If you obtain membership of PitPat LIFE™ for your dog as a result of taking out an applicable PitPat Insurance policy, that membership is subject to the minimum term of that policy and will persist for as long as you maintain that policy.

After you have completed any minimum term described above, you may request the cancellation of  your dog’s membership and stop paying any fee as follows:

If you obtained membership through our website and received a GPS Tracker free of charge, please contact us via any of the routes on our website. Your dog’s  membership will end when the last monthly period for which you have paid ends.

If you obtained membership by paying a monthly fee in our app, please follow the instructions here. Your dog’s membership will end when the last monthly period for which you have paid ends.

If you obtained membership as a consequence of holding an applicable PitPat Insurance policy, your membership is linked to that policy and cannot be separately cancelled. It will automatically be cancelled if you cancel your insurance (subject to that insurance policy’s own terms). Any parallel membership you may have for your dog (for example, by paying a subscription) will continue, and you must cancel it separately in accordance with its terms.

If you obtained membership via some other route that is no longer available to new members, please contact us via any of the routes on our website to request cancellation.

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 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™.

This means, among other things, that if you received a GPS Tracker from us when your dog joined PitPat LIFE™, you may no longer be able to track your dog’s location or activity once you have cancelled your dog’s membership.

In addition, 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.

Depending on how you obtained PitPat LIFE™ membership for your dog (see Ways to join PitPat LIFE™ above), we may have supplied a PitPat GPS Tracker device for them as part of their membership. If we did, and you subsequently need a replacement device, you may be eligible in the following situations:

• If your device fails as a result of poor materials or workmanship, you may claim a replacement device subject to the terms of our Limited Warranty or our Extended Warranty described in the Member Benefits section below;

• If you accidentally lose your device, you may claim a replacement subject to the terms of our Loss & Damage Protection described in the Member Benefits section below;

• If after three or more years of continuous use and uninterrupted membership of PitPat LIFE™ your device fails as a result of reasonable wear and tear, you may claim an equivalent replacement device free-of-charge. In this case, if we supply such a device, your dog’s membership will be subject to a further minimum term of 12 monthly payments starting with the month in which the replacement device is provided. The replacement device itself will become eligible for similar replacement in a further three years from the date it was provided to you.

• If your need for a replacement device falls outside any of the above circumstances (for example, it is due to any reason excluded by the terms of both the Limited/Extended Warranties and the Loss & Damage Protection), we will offer you a replacement device at the current full selling price of the device you require discounted by at least 50%. In this case, you will not be subject to any new minimum term but any existing minimum term will continue unaffected.

If you bought your own PitPat GPS Tracker (you did not receive it free from us), and have upgraded to receive PitPat LIFE™ Member Benefits in our app or by buying an appropriate insurance policy from us, you can also make use of the Limited Warranty, the Extended Warranty and Loss & Damage Protection, but not the other replacement routes outlined above.

We recognise that your life and that of your dog can change, and we aim to treat any change in your circumstances with compassion and flexibility. Here’s what we promise:

Change of dog ownership

If your ownership of your dog ends for any reason, you may – provided no minimum term is still in force – cancel your dog’s membership through the normal process (see above). If you are still within any minimum term, please contact us to discuss possible alternatives under Other life changes below.

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

Death of you or your dog

In the sad event of the death of your dog, we ask you to contact us as soon as possible. We may need to ask you to formally confirm the death of your dog.

Upon notification or confirmation of the death of your dog, we will attempt to assist you to cancel any subscription payments as soon as possible independent of any minimum term (although we may not be able to prevent the on-going collection of fees by a third-party). 

We will then suspend their membership for at least 90 days, during which time the Points balance of your dog will remain available for you to redeem if you wish. After this time, we will cancel your dog’s membership and the effect will be the same as if you had initiated the cancellation yourself.

In the event of your own death, we will – upon appropriate confirmation – attempt to assist your legally-appointed representative to cancel any subscription payments as soon as possible and independent of any minimum term (although we may not be able to prevent the on-going collection of fees by a third-party). 

We will then suspend your dog’s membership for at least 90 days, during which time the Points balance of your dog will remain available for redemption by your legally-appointed representative. After this time, we will cancel your dog’s membership and the effect will be the same as if you had initiated the cancellation yourself.

Other life changes

We may, at our sole discretion, be willing to take into account other significant, unexpected and relevent changes in your or your dog’s circumstances in relation to your dog’s membership of PitPat LIFE™. We make no promises in that respect, but please contact us to discuss whether we might be able to help.

Membership of PitPat LIFE™ gives you and your dog access to a range of Member Benefits that include those described in the following sections.

The specific range of Member 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 Member Benefit is necessarily available in every country, to every owner and to every dog.

We may change the availability of different Member 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 Member 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.

Extended Warranty

Provided it has not already expired, 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, and include details of the dog under whose membership of PitPat LIFE™ you wish to claim.

Loss & Damage Protection

If the PitPat device your dog wears 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 may enquire into the circumstances of your loss or damage, and may choose whether to grant or refuse this protection as a consequence of our enquiry. If you fail to cooperate with our enquiries, we may also refuse this protection;

• 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 under this protection at most once in any rolling period of 365 days;

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

This Membership 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 & Battery

We will give you 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 may limit or reject claims where we reasonably believe the claim has been made frivolously or fraudulently.

To claim a free strap or battery please email help@pitpat.com including details of the dog under whose membership of PitPat LIFE™ you wish to claim.

Exclusive App Features

We may from time-to-time make certain features of our app available only to owners of dogs in PitPat LIFE™. The set of features offered in this way may change over time, or there may be no such Exclusive App 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 App 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 (or otherwise is the source of their membership rights). 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.

If the dog whose membership of PitPat LIFE™ causes you to be granted access to a particular app feature has their membership suspended or cancelled, you may lose access to that feature including any data, history or other accrued benefit relating to that feature.

Points

Points may be earned by your dog in exchange for behaviours, activities, achievements and other actions completed during their membership. They are not earned or awarded in exchange for any such actions that took place before their membership began.

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 on our website before your dog joins and, if they are a member, also in our app.

Different dogs may be on different tariffs. This means that different dogs may earn different numbers of Points for the same or different 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 may be claimed 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.

Who may claim Prizes?

If a dog has multiple co-owners (for example, if you or someone else has "shared" your dog's profile with another user), only one of those co-owners (known as the "benefactor") may claim Prizes.

If your dog's membership was bought on the web with a 12 monthly payment minimum term, then the benefactor at any particular time is the last co-owner who attached the PitPat device to the dog's profile, meaning that if the PitPat is detached and re-attached by any co-owner, the benefactor may silently change to be that co-owner.

If you upgraded your dog to Member Benefits in our app, then the benefactor is the person who pays for the in-app subscription.

If your dog's membership was bought using a historic mechanism we no longer offer, then the benefactor is the person who pays for that subscription.

How do I claim Prizes?

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

Benefactors 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 fulfil your claim, we will irrevocably deduct the value of that Prize from your dog’s Points balance.

Benefactors may only claim Prizes, 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 to you 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.

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 or your dog may not be eligible for all Competitions. 

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

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

If you are the Beneficiary of the PitPat LIFE™ membership of a dog, you can claim up to THREE free video consultations for that dog with our Video Vet Partner in any rolling period of 12 calendar months.

You are the Beneficiary of a dog's membership if:

• They were provided with a PitPat GPS Tracker at the beginning of their PitPat LIFE™ membership and you were the last person to “attach” that tracker to them, or

• They obtained PitPat LIFE™ membership without being provided with a PitPat GPS Tracker and you personally pay for the subscription under which that membership is granted, or

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

If none of the above things describe you then you are not the Beneficiary, even if the dog itself belongs to you and is a PitPat LIFE™ member. You should instead ask that dog’s Beneficiary (if any) to access this benefit.

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 benefit, 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 for a consultation

To be eligible for a free consultation:

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

• 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 benefit had they been properly booked.

Video Vet 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.

Misuse of Video Vet

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 benefit 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 benefit, or is not the dog in whose identity the consultation was booked.

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

PitPat LIFE™ also aims to offer you and your dog a range of tangible and intangible Member Benefits. However, we don’t guarantee that every Member 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 Member Benefits you receive will exceed the monetary value of the fees paid by you.

Your responsibility

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 but not limited to through our app, emails, website and via other communications), and for ensuring that any Member 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.

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 relating to suspension and/or cancellation will apply.

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.