Pet Health Map Payment, Subscription, Cancellation and Refund Terms

Effective Date: 30 June 2026

Last Updated: 30 June 2026

Pet Health Map ("PHM", "we", "us" or "our"), operated by The Cat's Whiskers Co., Ltd., provides AI Care health navigation, digital member subscriptions, Single-Use AI Reports, Vet Review, Online Veterinary Information Consultation, in-person clinic appointment booking and other related services. These Payment, Subscription, Cancellation and Refund Terms ("Payment Terms") explain the price, payment, free trial, auto-renewal, cancellation, refund, restore-purchase, appointment adjustment, deposit and no-show handling for each service. By purchasing, subscribing to, booking or using a paid service, you confirm that you have read and agreed to these Payment Terms, the Terms of Use (/en-NZ/terms), the Privacy Policy (/en-NZ/privacy), the AI & Veterinary Disclaimer (/en-NZ/disclaimer), and any service conditions disclosed before checkout and accepted by you. Different services may be subject to different payment, cancellation and refund rules. Please confirm the service content, price, billing cycle, free trial, auto-renewal, cancellation method, refund conditions and other important transaction details on the purchase page before payment. Nothing in these Payment Terms excludes, restricts or modifies any rights or remedies you may have under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 (together, "NZ Consumer Law") or other mandatory law.

1. Services Covered

These Payment Terms apply to the following services.

1.1 AI Care Digital Subscription Services

AI Care is PHM's continuous AI health guidance and member service, which may include:

AI health guidance navigation;
symptom information organisation and follow-up questioning;
urgency and next-step care direction indicators;
AI Care reports;
Pet Health Record / Pet Medical Card data retention;
health records, reminders and tracking features;
other member features listed on the paid plan page. AI Care provides general health information organisation and care-direction indicators. It does not provide veterinary diagnosis, prescriptions, medication, emergency medical services or formal medical certificates, and does not replace the professional care of a qualified or registered veterinarian.

1.2 Single-Use AI Reports

A Single-Use AI Report is digital content that the system begins generating or providing after purchase, based on the information you provide. The content, format, usage count, retention and other conditions of each Single-Use AI Report are set out on the purchase page.

1.3 Vet Review or Veterinarian Care-Direction Confirmation

Vet Review is a limited-scope human professional information service provided by partner veterinarians or qualified professionals who review the information you submit and comment on data completeness, general care direction, observation points or next-step veterinary care preparation. Vet Review is not a full in-person clinical consultation; it does not provide confirmed diagnosis, prescription, medication or formal medical certificates. Actual scope, format, delivery time, usage count and limits are set out on the plan page, purchase page or service description.

1.4 Online Veterinary Information Consultation

Online Veterinary Information Consultation is a human professional information service provided by partner veterinarians at a scheduled time through video, voice, text or other channels. Its content is primarily general pet health information explanation, care direction suggestions and pre-visit preparation guidance. Online Veterinary Information Consultation is not an in-person veterinary consultation, clinical diagnosis, prescribing service, treatment service or emergency service. It does not provide confirmed diagnosis, prescription, medication or formal medical certificates.

1.5 In-Person Clinic Appointment

The Platform provides appointment-matching services for partner clinics. Through the Platform, you may:

book a specific clinic;
book a specific veterinarian or time slot;
attend a clinic for check-in and in-person consultation.

1.6 Real-Time Clinic Matching

The Platform may match you with currently available clinics, veterinarians or time slots, based on real-time availability. Match results are still subject to the clinic's final confirmation and actual receiving capacity.

2. Price and Payment

2.1 Price Disclosure

Each service's actual price, currency, taxes, billing cycle, free trial, promotions, usage limits and other transaction conditions are set out on the payment page, Apple App Store, Google Play or other payment channel that you see before completing the purchase. Unless stated otherwise, prices displayed to New Zealand users are intended to be in New Zealand dollars and inclusive of GST where required by law. Different platforms, regions, promotions or payment channels may show different prices. Except where required by law, price differences across payment channels do not by themselves constitute grounds for refund, compensation or price-difference repayment.

2.2 In-App Purchases

AI Care or other digital features purchased through the iOS App are processed by the Apple App Store. AI Care or other digital features purchased through the Android App are processed by Google Play. In-app purchases may be subject to Apple's or Google's payment, billing, renewal, cancellation and refund policies. PHM does not directly receive your full credit card details.

2.3 Website or Other Direct Payment

If you purchase through the PHM website or other payment methods provided by the Platform, the payment may be processed by PHM or a partner payment service provider. The payment page will display, before the transaction:

the items being purchased;
the amount;
the currency;
whether the transaction is single-payment or auto-renewing;
the subscription cycle;
any free trial or promotional conditions;
the cancellation method;
the refund rules;
any material conditions relating to digital content access or generation;
other important transaction conditions.

2.4 Transaction Confirmation

After payment, the system, app store or payment service provider will provide a transaction result, order record or proof of purchase. If you are charged but the service is not activated, please provide the order number, purchase time, payment channel and relevant screenshots when contacting customer support.

3. NZ Consumer Law and Change-of-Mind Refunds

3.1 Consumer Guarantees

Our goods and services may come with consumer guarantees under NZ Consumer Law that cannot be excluded. If a service fails to meet a consumer guarantee, you may be entitled to a remedy under NZ Consumer Law, depending on whether the failure is major or minor and the circumstances of the case.

3.2 Change of Mind

Unless required by law, app store policy, the purchase page, or a written offer from PHM, PHM is not required to provide a refund merely because you:

changed your mind;
purchased the wrong service;
no longer need the service;
forgot to cancel before renewal;
did not use the service during the paid period;
purchased duplicate subscriptions through different channels;
are dissatisfied with an AI output where the service was provided without a service defect. This does not affect any rights or remedies you may have under NZ Consumer Law or other mandatory law.

4. AI Care Subscription and Auto-Renewal

4.1 Subscription Period

AI Care may offer:

monthly subscriptions;
annual subscriptions;
other periodic subscription plans. The actual plan content, price, usage allowance and subscription period are set out on the plan page at the time of purchase.

4.2 Auto-Renewal

Unless the purchase page specifies otherwise, AI Care subscriptions may use auto-renewal. Before the end of the subscription period, if you do not cancel through the original payment channel, the system will automatically charge the next period's fee at the original subscription cycle and the renewal price then applicable. The subscription will continue to auto-renew until:

you complete cancellation;
payment fails;
the payment method becomes invalid;
the plan is discontinued;
the account is suspended by law or agreement;
the subscription is otherwise stopped under payment channel rules.

4.3 Cancelling a Subscription

Subscriptions purchased through the Apple App Store must be cancelled on Apple's subscription management page. Subscriptions purchased through Google Play must be cancelled on Google Play's subscription management page. Subscriptions purchased directly through the PHM website must be cancelled in PHM account settings, the subscription management page or as instructed by customer support. After cancellation:

no further auto-charges occur on the next period;
you may continue to use paid benefits until the end of the current subscription period;
except as required by law, app store policy, these Payment Terms or the purchase page, no pro-rata refund will be issued for the remaining period.

4.4 Deleting the App or Account

Deleting the PHM App, ceasing use of the services, logging out or deleting your PHM account does not automatically cancel subscriptions managed by the Apple App Store, Google Play or any other third-party channel. You should cancel at the original purchase channel first, then apply for account deletion. If you delete your account while an active subscription remains, the third-party channel may still charge you under the original subscription settings. After account deletion, some subscription benefits, history or account linkages may not be recoverable, except where law or policy permits restoration.

4.5 Restore Purchase

If you change devices or reinstall the App, you can use the in-App "Restore Purchase" function, or sign in with the original purchase account, to restore subscription benefits that remain valid and restorable under law or platform policy. Restoring a purchase requires the original Apple ID, Google account or PHM account used at purchase.

5. Free Trial and Promotional Plans

5.1 Free Trial

Some users may qualify for a free trial. The following conditions are set out on the page you see before starting the trial:

trial period;
available features;
usage allowance;
trial eligibility;
subscription price after trial;
billing cycle;
cancellation method.

5.2 Trial Conversion to Paid Subscription

Unless the page specifies otherwise, after the free trial ends, the subscription will convert to a paid subscription at the price and cycle shown on the purchase page. If you do not wish to convert to a paid subscription, you should cancel through the original payment channel before the trial ends. After cancellation, access may:

continue to the end of the trial period;
end at cancellation;
follow the relevant Apple App Store, Google Play or other payment channel rules.

5.3 Trial Eligibility Limits

Free trials, promotional prices or promotional plans may be:

limited to first-time subscribers;
limited to specific accounts;
limited to specific devices;
limited to specific regions;
limited to specific periods;
non-repeatable;
non-transferable;
non-redeemable for cash;
non-combinable with other promotions. Eligibility is determined by the system, the app store or the relevant promotion rules.

6. Apple Family Sharing

If a particular subscription plan supports Apple App Store Family Sharing, eligibility, set-up, usage and limits follow Apple's then-current rules.

7. Multi-Channel and Duplicate Subscriptions

You may purchase services through the Apple App Store, Google Play, the PHM website or other payment channels. Subscriptions across different payment channels may be managed by different accounts, orders and payment systems independently. PHM does not guarantee that subscriptions across channels will automatically:

merge;
offset;
transfer;
extend;
cancel;
refund a price difference. Before purchasing, you should confirm whether you already have an active subscription. If you have duplicate subscriptions due to using different accounts, platforms, Apple IDs, Google accounts or payment channels, you should manage or cancel each at the respective original purchase channel. Whether a refund is granted depends on applicable law, the original payment channel's policy and the outcome of case-by-case review.

8. AI Care Subscriptions, Single-Use AI Reports and Refunds

8.1 AI Care Subscription

AI Care subscriptions are continuously provided digital services. If you purchase an AI Care subscription directly through the PHM website, your cancellation and refund rights are subject to NZ Consumer Law, these Payment Terms and the conditions disclosed before checkout. If you purchase through the Apple App Store or Google Play, cancellation and refund procedures follow applicable law and the original app store's rules. Except where law, app store policy, these Payment Terms or the purchase page provide otherwise, cancellation generally takes effect on the next billing cycle, and fees already paid for the current period are not refunded pro-rata for the remaining period.

8.2 In-App Purchase Refunds

Transactions completed through the Apple App Store or Google Play are, in principle, handled by the original app store under its policy for payment, cancellation and refunds. You should apply for a refund through Apple's or Google's refund request process. Whether a refund is granted is determined by the relevant payment channel under its policy, applicable law and case-by-case review. PHM may provide transaction queries and necessary assistance, but cannot guarantee that the app store will approve a refund and cannot directly refund amounts that the app store has processed.

8.3 PHM Direct Payment Refunds

If you purchased through the PHM website or another channel where PHM is the direct receiver of payment, and any of the following occurs through no fault of yours, you may contact customer support to apply for review:

paid but service not activated;
system errors preventing extended use of major paid features;
duplicate charge;
displayed amount differs from the actual charge;
PHM terminates the service without reasonable replacement;
service failure for which NZ Consumer Law requires a remedy;
other situations where the law requires a refund. If the case is verified, PHM may, depending on circumstances and applicable law:
restore the service entitlement;
extend the usage period;
re-issue usage credit;
issue a full refund;
issue a partial refund;
adopt another reasonable handling method.

8.4 Single-Use AI Reports

Single-Use AI Reports are digital content that begins being generated or provided upon purchase. Before purchase, the purchase page will explain that the report may begin generating or be provided shortly after payment. Once generation has started or the report has been made available, change-of-mind refunds are generally not available unless required by NZ Consumer Law, app store policy, these Payment Terms, the purchase page, or a written offer from PHM. This does not limit any rights or remedies you may have if the service fails to meet a consumer guarantee under NZ Consumer Law.

8.5 Single-Use AI Report Service Errors

If, due to system error:

the report is not generated;
the report cannot be opened normally;
the report content is blank;
you are charged twice;
the entitlement is not properly activated;
any other PHM-attributable service defect occurs; you may contact customer support to apply for:
regeneration of the report;
re-issuance of usage credit;
restoration of service;
a full refund;
a partial refund;
other reasonable handling.

8.6 Dissatisfaction with AI Results

AI Care and Single-Use AI Reports are information-organisation and care-navigation services. They do not guarantee:

a particular answer;
agreement with a veterinarian's final diagnosis;
identification of every possible disease;
a particular treatment outcome;
a substitute for in-person examination or professional consultation. Dissatisfaction with the conclusion, wording, information direction, risk indicator, or difference from a veterinarian's final judgement alone does not automatically constitute a refund reason. If there is a system error, content failure or other service defect, you may still contact customer support to request review.

9. Vet Review and Online Veterinary Information Consultation: Payment, Cancellation and Refunds

9.1 Nature of Service

Vet Review and Online Veterinary Information Consultation are human professional information services provided by partner veterinarians or qualified professionals. They are not Single-Use AI Reports or auto-generated digital content. Online Veterinary Information Consultation provides general health information explanation, care direction and pre-visit preparation guidance. It is not an in-person veterinary consultation, clinical diagnosis, prescribing service, treatment service or emergency service.

9.2 Service Start Time

Any of the following will be regarded as the start of professional service preparation or performance:

the case has been formally submitted;
a veterinarian or qualified professional has been assigned;
the professional has begun reading, reviewing or organising your information;
the booked time slot has begun;
a real-time consultation has begun;
other situations where professional service costs have actually been incurred.

9.3 Vet Review Cancellation

Before a veterinarian or qualified professional has been assigned, and before the case has been processed, you may contact customer support to apply for cancellation. Once a case has been assigned, or the professional has begun review, organisation or service, cancellation or a full refund is generally not available unless required by law. If the service cannot be completed due to PHM, the partner veterinarian, a system error or another cause not attributable to you, the above limitation does not apply.

9.4 Online Veterinary Information Consultation Payment

Online Veterinary Information Consultation requires payment at the time of booking. After payment:

the system reserves the designated veterinarian and time slot for you;
the fee is the professional service fee for that consultation;
it does not cover any subsequent in-person examination, lab tests, medication, treatment or other medical costs, unless the purchase page specifies otherwise. Online Veterinary Information Consultation payments are separate from AI Care subscription benefits. Whether AI Care members enjoy consultation credits, discounts, Vet Review or other benefits is set out on the relevant plan page.

9.5 Online Veterinary Information Consultation Cancellation and Adjustment

Cancellation 24 hours or more before consultation You may cancel the original booking. The amount paid will, under the purchase page and then-current rules, convert to an "Online Consultation Voucher". You may rebook with another partner clinic, veterinarian or available time slot. Cancellation between 1 and 24 hours before consultation You may cancel the original booking. The amount paid will convert to an "Online Consultation Voucher", but in principle you may only rebook with the originally selected veterinarian at another available time slot. Within 1 hour before consultation Cancellation within 1 hour of the consultation is generally not possible directly. You may use the system to submit a "Request for Coordination", and the Platform will help confirm the veterinarian's current service status and provide a resolution. If the veterinarian has already entered preparation, standby or service flow, this consultation may be treated as used.

9.6 Online Consultation Voucher

Online Consultation Vouchers:

are not redeemable for cash;
are not transferable;
are restricted to the original user and original account;
have a validity period and eligibility set out on the purchase page, cancellation confirmation page or voucher page. If, due to PHM, the partner veterinarian or partner clinic being unable to consistently provide a reasonable available time slot, you cannot use the voucher within the validity period, PHM will, depending on circumstances:
extend the period;
arrange an alternative service;
provide a refund;
provide another reasonable handling. The Platform may not cause your unused voucher to expire without compensation merely because of an internal supply shortage.

9.7 Professional Service Exception Refunds

If a Vet Review or Online Veterinary Information Consultation cannot be completed due to any of the following, you may apply for a refund, rebooking or other reasonable handling:

the partner veterinarian or professional cannot provide the service;
PHM system error;
the service is cancelled by PHM or the service provider;
duplicate charge;
incorrect charge;
force majeure;
another situation where the law requires a refund.

10. Plan, Feature and Price Changes

PHM may, due to product updates, costs, regulatory changes, platform policy or operational needs, adjust:

subscription plans;
plan names;
features;
usage allowance;
free trials;
member benefits;
renewal prices. If a change has a material adverse effect on existing paid users, PHM will give reasonable advance notice through the App, website, email or other appropriate means. Price changes generally take effect from the next renewal cycle. If you do not agree to a change, you may cancel the subscription before the new price takes effect.

11. In-Person Clinic Appointment and Card Authorisation

Some in-person clinic appointments or real-time matching may use a credit-card authorisation deposit mechanism. At the time of booking:

the system will obtain a credit-card authorisation for a specified amount;
the authorisation is not the same as an immediate charge;
the actual authorisation amount and any no-show fee are shown before booking confirmation. If you attend the clinic and complete check-in as agreed, the authorisation generally will not be charged and will be released or expire within the issuing bank's and payment service provider's processing time. Actual release time may vary by issuing bank.

12. No-Show Handling

12.1 Online Veterinary Information Consultation

If you:

fail to attend at the booked time;
did not cancel beforehand;
did not request coordination; the service will be treated as used, and the amount paid or voucher will not be refunded unless required by law.

12.2 In-Person Clinic

If you:

fail to arrive at the booked time;
did not cancel beforehand;
did not check in under the clinic's rules; the system may treat the booking as a No-show and charge the original card authorisation deposit, up to the disclosed amount, as a fee for reserving the clinic's slot and resources.

13. Real-Time Clinic Matching Cancellation

13.1 Matched but Not Yet Near Appointment Time

You may cancel as indicated by the system; the Platform will release the match and reserved resources.

13.2 Near Appointment Time or Clinic Already Preparing

If the clinic has confirmed acceptance, or has reserved real-time medical resources for you, and you do not attend, the No-show rules may apply.

14. Exception Refunds for In-Person Appointments and Matching

If a paid service cannot be completed due to any of the following, through no fault of yours, you may apply for a refund or other handling:

the clinic suddenly cannot provide the service;
the veterinarian or clinic cancels the booking;
PHM system error prevents completion;
duplicate charge;
incorrect charge;
force majeure;
other situations where the law requires a refund, or the Platform considers reasonable. If the Platform's review confirms the case, PHM may, depending on circumstances:
refund through the original payment method;
rebook to another time slot;
re-issue a voucher;
extend the service period;
provide another reasonable handling.

15. Payment Failure, Subscription Interruption and Grace Period

If, due to invalid payment methods, insufficient funds, bank refusal, app store charge failure or other payment issues, the subscription may:

enter a grace period;
pause part of the paid features;
terminate after payment failure;
retry charging under Apple, Google or the payment service provider's rules. The actual handling follows the original payment channel's rules. You should maintain a valid payment method.

16. Account and Subscription Benefits

Unless the plan page specifies otherwise, paid benefits:

are bound to the original purchase account;
may not be rented;
may not be resold;
may not be unlawfully shared;
may not be repeatedly obtained as a free trial via multiple accounts;
may not be circumvented via automation, cracking or other means. Apple Family Sharing follows Section 6 of these Payment Terms. If the system detects fraud, abuse, continued use after refund, unlawful sharing, malicious refund or breach of these Payment Terms, PHM may suspend or terminate the related benefits.

17. Post-Refund Benefit Handling

If a transaction is refunded, reversed, disputed or charged back, PHM may, to the extent permitted by law and the original payment channel's rules:

revoke the related subscription;
stop paid features;
revoke unused digital entitlements;
cancel vouchers;
adjust plan end dates;
suspend the account suspected of abuse. Original user data lawfully written to the Pet Health Record / Pet Medical Card before the refund continues to be handled in accordance with the Privacy Policy (/en-NZ/privacy) and applicable data retention rules. A refund does not entitle you to continue using the refunded paid benefits.

18. Platform and Service Provider Roles

PHM is the provider of pet health information, AI health guidance, Pet Health Record / Pet Medical Card, veterinary resource matching, appointment and payment tools. PHM's AI Care does not provide veterinary diagnosis, treatment, prescription or medication services. Vet Review and Online Veterinary Information Consultation are human professional information services; they are not in-person veterinary consultations, clinical diagnosis, prescribing services, treatment services or emergency services. Actual veterinary diagnosis, treatment and clinical care are the responsibility of the veterinarian or clinic providing in-person clinical services, based on professional judgement. PHM does not guarantee:

that a particular clinic or veterinarian will accept a booking;
that any particular disease or symptom can be confirmed via AI Care, Vet Review or Online Veterinary Information Consultation;
a particular medical outcome;
that a particular drug, examination, surgery or treatment is available.

19. Consumer Rights

These Payment Terms do not exclude or limit any rights, guarantees or remedies you have under NZ Consumer Law or other mandatory law. Where these Payment Terms conflict with mandatory law, the mandatory law prevails.

20. Customer Support and Dispute Resolution

For questions about payment, subscription, cancellation, refund, billing errors or bookings, please contact: Email: [email protected] Company: The Cat's Whiskers Co., Ltd. When submitting a request, please provide:

your PHM account;
the order number;
the payment channel;
the purchase date;
a description of the issue;
screenshots of the charge, error or transaction. Apple App Store or Google Play refunds may still need to be requested by you through the original app store.

21. Changes to These Payment Terms

PHM may update these Payment Terms in response to legal changes, app store policy, payment channel rules, product changes, security needs or operational needs. Material changes will be notified through the website, App, email or other appropriate means and will be reflected in a new effective date. For changes affecting existing subscription prices, auto-renewal rules or material benefits, applicable law and the original payment channel's rules will apply.

22. Order of Precedence

These Payment Terms, the Terms of Use (/en-NZ/terms), the Privacy Policy (/en-NZ/privacy), the AI & Veterinary Disclaimer (/en-NZ/disclaimer), and any service-specific conditions disclosed before checkout and accepted by you together form your agreement with PHM. Where the documents conflict:

1. New Zealand mandatory law, including NZ Consumer Law, prevails;

2. service-specific conditions prevail only within the scope of that specific service over the general Terms;

3. these Payment Terms prevail for payment, free trial, renewal, cancellation, refund, deposit and no-show matters;

4. the AI & Veterinary Disclaimer (/en-NZ/disclaimer) prevails for AI, veterinary, emergency and clinical-scope limitations;

5. the Terms of Use (/en-NZ/terms) apply to all other general Platform use.

No purchase page or specific service page may exclude or reduce any mandatory rights you have under law.

23. Governing Law

To the extent permitted by law, these Payment Terms are governed by the laws of New Zealand. You and PHM submit to the non-exclusive jurisdiction of the courts of New Zealand. This section does not exclude or limit any rights you have under NZ Consumer Law or other mandatory law.