Terms & information.
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These terms apply whenever you use mypetcover.co, whether or not you buy a policy. They explain what the website does, what we ask of you and what you can expect from us. Please read them alongside your policy documents: your certificate, the policy handbook and the product information document. Your policy documents contain the full terms of your insurance. If anything on this website seems to say something different about your cover, please contact us before you buy and we will explain. This does not affect your rights if you relied on something this website told you.
In these terms, “we”, “us” and “our” mean MyPetCover, which runs the website at mypetcover.co, and “you” means the person using it.
Who does what
MyPetCover runs this website. You can use it to get a quote, pay for cover by card, find your paid policies, make a claim and get in touch with us. MyPetCover is not an insurer and does not underwrite your policy.
Your insurer and the firm that arranges your cover are named in your policy documents.
Your quote and price
Please take reasonable care to answer every question honestly, accurately and completely, including the questions about your pet’s health and history. If an answer is wrong or incomplete, your cover could be cancelled, a claim could be refused or reduced, or you could be asked to pay a different premium. Section 7.2 of your policy handbook explains what can happen.
We work out your price automatically from rate tables. It depends on your pet’s species, their breed (or size, for mixed breeds), their age and your age on the start date, and the plan and vet-fee limit you choose. A higher excess lowers the price (£125 takes 5% off and £200 takes 10% off). Your answers about your pet’s health do not change the price, but your health answers can affect what is covered. If your answers need an insurer’s assessment, your quote tells you. Your quote shows the excess and co-payment that would apply to claims.
A price is held for 30 minutes. We check it again before you finish your quote and before you pay. If it has expired or changed, we ask you to get a fresh price before you continue.
Finishing a quote saves it so that you can pay for it. It does not start cover or take a payment, and a quote is not a promise of cover.
Paying for your policy
You can pay by card, either monthly or in full.
Monthly: your first payment is taken when you pay. It is followed by 11 further payments on the same date each month, or on the last day of the month in shorter months. That makes 12 payments in total.
In full: one payment covers the whole plan year and costs 15% less than 12 monthly payments.
Before you pay, the payment page shows each amount, the payment dates and the total, and asks you to authorise them. Please only use a card that is yours or that you have permission to use.
Card payments are processed securely by our payment provider. Your full card number and security code go directly to a secure card vault and are not stored by us. Your bank may ask you to confirm your first payment; this check is known as 3-D Secure. Later monthly payments are then taken automatically on the agreed dates.
Your cover does not start until the payment provider has confirmed your first payment. Your certificate then shows your confirmed cover dates. If your first payment is unsuccessful, or your bank cannot verify your card, you are not covered and you can try another card.
If your first payment is confirmed after the start date you chose, your cover starts when the payment is confirmed instead, on that day and at that time (UK time), and still lasts 12 months from then. Your price, excess, co-payment and payment dates stay as you agreed them, and your certificate shows your actual cover dates.
After your first monthly payment, you can stop future automatic payments on the payment page while it is still open in the browser tab you paid in. If you have closed that tab, email support@mypetcover.co to stop them. Stopping payments does not cancel your policy or refund payments already taken. If you want to end your cover, email support@mypetcover.co to cancel instead.
Your documents
Your documents are prepared once your first payment is confirmed: your cover certificate, the policy handbook and the product information document. Nothing is sent before you pay.
We also email your documents to the address you gave us when your policy is issued. After you pay, the page tells you when your documents are on their way by email. If the email does not arrive, you can still download your documents from the payment page or from My policies, or email support@mypetcover.co and we will send them.
You can find your paid policies and download their documents from My policies, using the email address and postcode from your quote, while your cover lasts and for 30 days after it ends. After that, your policy records may be deleted, so please save your own copy of your documents. My policies does not list saved quotes. A saved quote that you do not pay for is deleted 30 days after you finish it, or 30 days after your last attempt to pay for it if that is later.
Please check your documents as soon as you receive them. If anything is wrong, email support@mypetcover.co with your policy reference. If you need your documents in a different format, let us know. Your documents contain your personal details, so keep them somewhere safe.
Changing your mind and cancelling
You have 14 days to change your mind. The 14 days start on the day you bought your policy or the day you received your documents, whichever is later. If you cancel within this time, your policy is cancelled from its start date as if it had never existed. Your premium is refunded in full unless a claim has been paid.
After the first 14 days, you can still cancel at any time, and your policy ends on the date you ask. If you pay monthly, no further payments are taken, but payments already made are not refunded. If you paid in full, you get a refund for any full months of cover you have not used. If a claim has been paid, you may need to pay the full year’s premium first. Section 5.4 of your policy handbook sets out the full rules, including the exceptions.
There is no cancellation fee. To cancel, email support@mypetcover.co.
Complaints
If you are unhappy with our service, your policy or a claim, please email support@mypetcover.co. Tell us your policy reference, how to contact you and what you would like us to put right.
Using this website fairly
Please use this website only for genuine quotes, payments, claims and enquiries about your own pets, or about a policy you are authorised to act for.
You must not give false information, use automated tools to request quotes or copy prices or content, try to get round our security checks or usage limits, try to see information about someone else’s policy, interfere with the payment process or upload malware. Getting into systems or records without permission, or deliberately damaging them, can also be a crime under the Computer Misuse Act 1990.
We limit how often forms and searches can be used, to keep the website working for everyone. We may block access if we reasonably believe the website is being misused.
Information and links on this website
The guides and explanations on this website are general information to help you understand the cover. We aim to keep them accurate and up to date, but your policy documents are the full statement of your cover.
Some pages point you to outside sources, such as MoneyHelper and the Information Commissioner’s Office. Following one of those links takes you off mypetcover.co, and from then on that organisation’s terms and privacy notice apply, not ours.
When the website is unavailable
We work to keep mypetcover.co online, but we cannot promise it will never go down or develop a fault. Now and then we take pages offline for maintenance or to fix a security issue. If you cannot use the website, you can still email us.
Content on this website
The text, design, images and names on this website belong to us or to the people who license them to us, and are protected by intellectual property rights. You are welcome to save or print pages and your own policy documents to keep. If you would like to use any of this content anywhere else, email us first and wait for written permission from whoever owns it.
Our responsibility to you
If we break these terms, or fail to run the website with reasonable care and skill, we are liable for any foreseeable loss or damage that results for you. Loss or damage counts as foreseeable if it was an obvious consequence, or if both you and we knew when you used the website that it could happen.
This website is for personal use, so we are not responsible for business losses, such as lost profits or business opportunities. We are also not responsible for loss or damage that was not foreseeable.
Some responsibilities can never be limited, and these terms do not try to limit them. They include our responsibility for any death or personal injury that our negligence causes, for fraud or fraudulent misrepresentation, and for anything else the law does not let us limit or exclude. These terms do not affect your legal rights as a consumer, your rights under your insurance policy, or any duty owed to you under financial services rules.
Your privacy
Our privacy notice explains what information we collect, how it is used, who it is shared with and who is responsible for it.
Changes to these terms
We may update these terms, for example when the website, our services or the law changes. The date at the top of this page shows when they last changed, and the version shown here applies each time you use the website. Changes to these terms do not alter a policy you have already bought. Your policy documents set out the terms of your cover.
Other legal points
If a court decides that part of these terms cannot be enforced, the rest of the terms still apply. If we do not enforce a term straight away, we can still enforce it later. No one other than you and us has any right to enforce these terms.
Which law applies
These terms are governed by the law of England and Wales. Disputes about them can go to the courts of England and Wales. If you live in Scotland or Northern Ireland, you can take a dispute to your own local courts instead, and the consumer protections of your local law still apply.
Your insurance policy has its own rules about which law and courts apply. You can find them in section 7.7 of your policy handbook.
Contact us
Email support@mypetcover.co or use our contact form. Please include your quote, customer or policy reference if you have one.