1. Your consumer rights come first
Our refund and cancellation policy operates in addition to your rights under the Australian Consumer Law. Nothing on this page limits rights or remedies that cannot lawfully be excluded.
2. Product billing
Paw2Home Digital is currently a one-time purchase per pet. The optional engraved package is also a one-time purchase. The checkout presented before payment will show the applicable price and billing arrangement.
3. Legacy subscription cancellation
New Paw2Home Digital purchases do not automatically renew. If you have a legacy recurring subscription from the earlier pricing model, contact support@paw2home.com.au if you need help stopping future renewal or migrating your access.
4. Change of mind
Unless stated otherwise at purchase, Paw2Home does not promise a refund simply because you change your mind after a digital service has been supplied or production of a personalised QR tag has begun. We may choose to provide a discretionary refund in individual circumstances. This does not affect rights you have where a product or service fails to meet a consumer guarantee.
5. Problems with a digital service
If a Paw2Home service has a problem, contact us and give us a reasonable opportunity to investigate. Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include fixing the problem, cancellation, a refund for an unused portion, or another remedy required by law.
6. Physical QR tags and other goods
Paw2Home sells personalised physical QR pet tags. Goods must match their description and meet applicable consumer guarantees. If a tag arrives damaged, has been produced incorrectly by Paw2Home, does not match the confirmed order, or otherwise fails to meet an applicable consumer guarantee, contact us as soon as reasonably practical with the order details and, where useful, a photograph of the issue.
Depending on the problem and the Australian Consumer Law, the remedy may include repair, replacement, refund or another remedy required by law. For a major failure, you may have the right to choose a refund or replacement.
7. Personalised and engraved products
A personalised or engraved tag generally cannot be resold. Change-of-mind cancellation or returns may therefore not be available once production has begun. If Paw2Home has not begun producing the tag, contact us promptly and we will consider whether the order can still be cancelled.
If the customer supplied incorrect personalisation or delivery information and Paw2Home produced the item in accordance with that information, a free replacement or refund may not be available merely because the supplied information was incorrect. This does not remove consumer guarantee rights where Paw2Home supplied faulty, unsafe, incorrectly produced or otherwise non-compliant goods.
8. Delivery and address problems
Customers are responsible for providing an accurate delivery address. If an order has not yet been dispatched, contact us promptly if an address needs correcting. Once dispatched, delivery timing and redirection can depend on the carrier. If a parcel is lost, damaged or materially delayed, contact us so we can investigate the circumstances and provide any remedy required by law.
9. How to request help
Email support@paw2home.com.au with the email address used for your account, the relevant pet/profile or order details, and a short description of the issue. We may request reasonable proof of purchase or information needed to investigate.