(a) There is a 14-day mandatory waiting period for each pet upon signing up for the Emergency Protection add-on before the Emergency Protection becomes available to use. Any emergency that occurs within that 14-day waiting period cannot be covered. If you cancel and reactivate the Emergency Protection add-on, there will be another mandatory 14-day waiting period after reactivating. If you remove a pet from your household coverage and then add them again, they will be subject to another 14-day waiting period. Please note, you do have immediate access to our team of veterinary professionals via chat and video during the waiting period. This period cannot be modified or adjusted in any way.

(b) Emergency Protection is only available to you if all account payments (monthly and annually) are made continuously and without interruption. If the payment method we have on file for you fails, you will lose access to the Emergency Protection. If you cancel your Emergency Protection add-on, you will lose access to coverage at the end of your payment term. You can update your payment method here.

(c) You are advised to contact a Pawp veterinary professional by video immediately if you believe your pet is experiencing an emergency. The pet should be visible within the video. You can talk to a team member here. A live face-to-face video visit is the preferred method to determine if it is a possible emergency or not. If you believe this visit may delay care, you may seek in-person emergency care before speaking with a Pawp vet professional. Utilizing the video chat assists in assessing the situation and provides you, the member, a greater degree of knowledge of what is occurring with your pet.

(d) Emergency Protection only pays for the initial emergency care. Once a pet is discharged from one veterinary hospital, all additional veterinary services provided are considered follow up care and are not eligible for reimbursement. Administrative fees, maintenance and/or set up fees are not eligible for reimbursement. Please note: You may be asked to upload all invoices from treating clinics for Pawp to get a more complete picture of the pet's in-person emergency care.

(e) After a Pawp veterinary professional identifies a possible emergency situation via video, members have up to twenty-four (24) hours to take your pet to any licensed veterinary clinic located within the forty-eight (48) contiguous United States, Hawaii, Alaska and the District of Columbia. If you fail to seek care within this 24-hour period, your claim application will not be approved.

(f) Upon approval of an Emergency Protection claim with reimbursement authorized, you have fourteen (14) calendar days to collect the funds from the date of issue. Failure to collect the funds will result in forfeiture of reimbursement. Once forfeited, a reimbursement cannot be reissued unless otherwise required by applicable laws. You can request us to review extenuating circumstances and make adjustments if warranted. Pawp, at our sole discretion, retains the right to determine the criteria that warrant the reissue of a previously forfeited reimbursement.

(g) You may be required to provide proof of ownership of your pet in the form of a pet license or registration.

(h) Your Emergency Protection is non-transferable to other parties and their pets.

(i) Emergency Protection is restricted to one reimbursement per policy year of any amount up to $3,000. If the approved reimbursement payout is less than $3,000, the remaining amount will not roll over.

(j) Emergency Protection only covers cats and dogs, no other animals.

(k) You will not qualify for Emergency Protection if a Pawp veterinary professional has previously recommended an in-person visit and you failed to comply. Waiting to take a pet in for medical care can result in an unnecessary emergency for a pet and Pawp does not support medical negligence. No other form of medical negligence will be accepted, including discharging your pet from a hospital against medical advice.

(l) You can take your pet to any licensed veterinary clinic located within the forty-eight contiguous United States, Hawaii, Alaska, and the District of Columbia.

(m) Emergency Protection may be used to cover additional costs associated with euthanasia, such as cremation, up to a maximum of $250 (subject to the overall maximum of $3,000). It does not cover the cost of any form of memorabilia.

(n) Emergency Protection cannot be used for emergencies arising from or in any way related to pet breeding or pregnancy issues, including but not limited to nursing, neonates, and weaning.

(o) We require completed profiles for every pet in a household with their name, age, weight, breed, and a clear photo to qualify for Emergency Protection. If this information is missing, you will not be able to qualify for Emergency Protection.

(p) We pay for any immediate, unexpected, life-threatening emergency veterinary service required. This reimbursement is limited to one (1) invoice for continuous care of up to $3,000 provided by the licensed veterinarian during the treatment of the emergency.

(q) To apply for reimbursement, please complete an Emergency Protection claim, which can be found under the Protect tab in the Pawp app, within fourteen (14) calendar days of your pet’s in-person emergency care visit. As a part of that application, you will need copies of the final invoice and complete medical records, along with the treating clinic information. Incorrect or missing information will cause delays in processing your application. We will reach out to you to update any incorrect or missing information and will provide you with a seven (7) calendar day period to update such information required. If we do not receive an update to the incorrect or missing information within the provided period, we will consider the submission final and we may reject it due to incorrect or missing information.

(r) You can cancel your Pawp membership at any time. You will lose access to Emergency Protection at the end of your payment term. If you use Emergency Protection and cancel during the payment cycle following the emergency, you will need to wait at least one hundred twenty (120) calendar days (or until your one-year signup anniversary date, whichever comes first) before you can qualify for Emergency Protection again. We reserve the right to cancel a membership if: you fail to provide the monthly or annual membership fee; the membership was obtained through fraud, misrepresentation, or concealment; or you have been found by a licensed veterinary professional to have grossly mistreated and/or abused the pet. Members who threaten or verbally abuse Pawp’s professional staff will be considered for immediate termination of their membership. Code of Conduct violations may result in the termination of your membership and account.

In the event of any differences, Pawp’s official Terms of Service would take precedence over the rules listed in this document. Your own official policy documents can be found under the 'Protect' tab in the Pawp app.

See our complete terms & conditions here. As always, you can reach out to [email protected] if you have any questions or concerns.