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MyPetPass™ Terms & Conditions

Access 

These terms and conditions apply to your membership of the myPetPass™ rewards programme (myPetPass™) provided by PetSure (Australia) Pty Ltd (PetSure) including your access to and use of myPetPass™, and the offers and benefits available thereunder.  

You should regularly check these Terms and Conditions, including before accessing and using any available myPetPass™ offers or benefits, as they can change over time. 

To be eligible for membership of myPetPass™, including the available offers and benefits, you must hold an active pet insurance policy with a participating brand, administered by PetSure.   There is no additional cost for myPetPass™. Your membership of myPetPass™ is automatically activated when you access, use or redeem any myPetPass™ offer or benefit provided to eligible myPetPass™ members.   

Your membership of myPetPass™ and access to and use of the offers and benefits thereunder, will cease if you no longer hold a current pet insurance policy administered by PetSure. We also reserve the right to suspend or cease your myPetPass™ membership and your access to and use of the myPetPass™ offers and benefits if you have any overdue premium payments on an active policy, or if we decide to no longer provide the myPetPass™ rewards programme for any reason. If we decide to no longer provide the myPetPass™ rewards programme, we will provide at least 30 days’ notice to you prior to its cessation. 

PetSure reserves the right to terminate or suspend your membership of myPetPass™ including your access to and use of the myPetPass™ offers and benefits (in part or in full) if: 

  • We believe on reasonable grounds that it is necessary to do so to prevent loss to us or you, including where we suspect that myPetPass™ and/or any of the myPetPass™ offers or benefits are being used or will be used for fraudulent or illegal purposes; 
  • Any unreasonable use or misuse of myPetPass™ or any of the myPetPass™ benefits; 
  • Your use of or access to myPetPass™ or any of the myPetPass™ benefits breaches these Terms and Conditions; or 
  • Any other valid reason determined by PetSure (acting fairly and reasonably). 

Acceptance of terms and conditions 

When you access, use or redeem any myPetPass™ offer or benefit that has been provided to you as a myPetPass™ member, you are taken to accept and agree to these Terms and Conditions. 

PetSure may need to change these Terms and Conditions from time to time.  Any changes to the Terms and Conditions will be published on mypetpass.com.au/terms. Your continued membership of myPetPass™ and your use of and access to the myPetPass™ offers and benefits means you are taken to accept and agree to any changes to these Terms and Conditions.  

Benefits 

Membership of myPetPass™ grants you access to various offers and benefits. Redemption of benefits may be subject to additional terms and conditions of a third-party provider. In accessing or redeeming any benefits of a third-party provider, you must follow the process stated in these Terms and Conditions and the third-party provider’s terms and conditions (if any). PetSure does not guarantee that any particular third-party providers will continue to participate in myPetPass™ through the offer or provision of benefits, or that the myPetPass™ rewards programme, and/or any myPetPass™ benefits or features of myPetPass™ will continue to be available. PetSure and/or the third party providers reserve the right to modify, limit or withdraw any of the myPetPass™ offers and benefits at any time without notice. 

To the maximum extent permitted by law, and subject to your rights under Australian Consumer Law, PetSure will not be responsible or liable for: 

  • Any failure or inability of a third-party provider to fulfil or honour their respective benefit; 
  • Any consequential loss arising from or connected to these Terms and Conditions (including but not limited to loss of revenue, loss of profits, failure to realise expected profits or savings, loss of data) unless such loss raises as a result of PetSure’s own negligence or wilful misconduct; 
  • The quality, condition, representations of a third-party in relation to the supply of their goods or services in relation to a benefit accessible under myPetPass™; and 
  • Any loss or damage of any kind that is directly or indirectly caused by an act or omission of any person other than PetSure. 

To the maximum extent permitted by law, PetSure’s liability for loss or damage of any kind arising out of or in connection with the Terms and Conditions is reduced to the extent (if any) that you cause or contribute to the loss or damage. This reduction applies whether PetSure’s liability is in contract, tort (including negligence), under any statute or otherwise.  

Non-transferrable 

myPetPass™ membership, and the myPetPass™ offers and benefits, are provided for the sole and exclusive use of myPetPass™ members.  

Unless PetSure provides prior consent in writing, it is a misuse of myPetPass™ to assign or transfer your membership of myPetPass™ or share or distribute your myPetPass™ offers or benefits (including any promotional codes) to other third parties, unless it is for the purpose of third parties accessing and using these benefits for your insured pet. 

Live Vet support 

Live Vet Support is a service provided by PetSure that gives you 24/7 access to general veterinary telehealth advice for your insured pet(s) via online video or chat, via the Customer Portal owned and operated by PetSure. ‘Customer Portal’ means the online service portal hosted by PetSure or any third party, available to PetSure administered pet insurance policyholders to update personal or payment details, view and download policy documents, access the Live Vet Support and manage claims in connection with a pet insurance policy.  

For the purposes of these Live Vet Support terms and conditions, ‘we’, ‘our’ and ‘us’ refers to PetSure.  

Access to Live Vet Support is subject to the Customer Portal terms of use available here. 

The Live Vet Support is provided by Australian registered vets. While we do our best to the provision of accurate veterinary advice, you acknowledge and agree that: 

  • any information you provide while using the Live Vet Support is honest, accurate, correct, complete and up-to-date; 
  • recommendations as to diagnosis, treatment and best standards of practice are constantly evolving in the veterinary industry and opinions between professionals may differ; 
  • any veterinary advice provided by our appointed vets may be affected by the absence of a hands-on physical examination of the pet (and you accept the risks associated with this limitation); 
  • the Live Vet Support are not emergency services and provide general veterinary advice only. Live Vet Support is not intended to replace a physical examination by a vet or emergency assistance. If you are in need of emergency assistance, you should take your pet to the nearest emergency veterinary practice. Such emergency conditions (that need immediate hands-on care and are not suitable for online advice) include but are not limited to – loss of consciousness; difficulty breathing; bleeding; trauma or injury such as from being hit by a car, falling from a height etc; paralysis; allergic reaction; inability to pass urine; and snake bites; 
  • information provided through the Live Vet Support is general veterinary advice only and is not intended to be a substitute for professional veterinary advice. You should never disregard the medical advice of your primary vet(s) because of information provided to you through the Live Vet Support; 
  • the Live Vet Support cannot provide you with information about your insurance policy, financial product advice, information about the claims process and/or assist with the submission of a pet insurance claim; 
  • use of the Live Vet Support does not guarantee an approved pet insurance claim, should you submit one. All pet insurance claims are subject to the standard claims assessment process and your policy terms and conditions; 
  • all rights, including intellectual property rights to consultation notes prepared from your use of the Live Vet Support will be owned by us and/or our related bodies corporate;  
  • you may not record by video, audio or other electronic means, in whole or in part, any consultation with a vet via that the Live Vet Support. You may, however, take notes during the provision of the Live Vet Support and your consulting vet will provide you with a written summary of the consultation after it has ended; 
  • we or our related bodies corporate may disclose consultation notes prepared from your use of the Live Vet Support with your primary vet(s) to fulfil our legal obligations;      
  • we cannot provide you with medication scripts via the Live Vet Support; and 
  • there may be times that the Live Vet Support are not available or have limited access for example extended wait times to access a vet. If there is a substantial impact to access to the Live Vet Support, we may display a notification on the Customer Portal; and 
  • we reserve the right to immediately terminate a Live Vet Support consultation there is any inappropriate, offensive or abusive use or conduct by you towards one of our vets, other customers or the Live Vet Support system during the consultation. 

PetScripts 

You are entitled to a 30% discount off the lowest online displayed price listed on www.petscripts.com.au of your pet prescription medication purchased from PetScripts Pty Ltd ABN 73 610 444 427 (PetScripts), which is a related company of PetSure. You must enter your PetSure-administered policy number at the time of purchase from PetScripts to have the 30% discount applied and must create a PetScripts account on www.petscripts.com.au. The 30% discount is exclusive to you and only available to be used for the pet insured on your PetSure-administered policy. This 30% discount cannot be used in conjunction with any other offer or discount and is subject to PetScripts’ general terms and conditions (including creation of an online account) and their privacy policy available at www.petscripts.com.au.  

VetShopAustralia 

You are entitled to a 20% discount off the lowest online displayed price (excluding any items marked ‘on sale’ or ‘on clearance’) listed on www.vetshopaustralia.com.au of all stocked parasite preventative treatments [and the entire Purina Pro Plan range – TBC – and on sale / clearance?] purchased from VetShopAustralia Pty Ltd ABN 93 106 944 030 (VetShopAustralia). You must enter your policy number at the time of purchase for the 20% discount to apply. The 20% discount is exclusive to you and for your own dogs and cats, and only in retail quantities. It cannot be used for wholesale or other bulk orders. 

This 20% discount cannot be used in conjunction with any other offer (excluding gift with purchase offers, where the 20% discount is still available to use) and is subject to VetShopAustralia’s Legal & Terms of Service and their privacy policy available at www.vetshopaustralia.com.au. Offer available until 31 May 2025 unless modified, limited or withdrawn before.

If VetShopAustralia forms the view that your use of this discount is outside these terms and conditions, it may suspend or cancel your order. 

Commissions 

By accessing and using myPetPass™, you acknowledge that PetSure has entered into commercial arrangements with third-party providers, under which PetSure may remunerate or provide benefits to those third-party providers in connection with myPetPass™.  

Jurisdiction 

These Terms and Conditions and your access to the myPetPass™ programme and the benefits and offers available thereunder are governed by and will be construed in accordance with the laws of the State New South Wales, Australia. In relation to the resolution of any disputes, you agree and submit to the exclusive jurisdiction of the courts and tribunals of the State of New South Wales and the Commonwealth of Australia.  

Complaints and queries 

If you have any complaints or queries regarding the myPetPass™ programme or any of its benefits, please contact us on:  

[email protected]

Privacy 

Your personal information collected, used and disclosed in connection with the myPetPass™ programme is governed in accordance with the Privacy Policy of PetSure and the Privacy Policies of any third-party providers to whom you provide personal information when you access or redeem myPetPass™ offers or benefits:  

PetSure – Privacy Policy  

VetShopAustralia – Privacy Policy (vetshopaustralia.com.au)  

PetScripts – Privacy Policy | Online Pet Pharmacy | PetScripts