Terms & Conditions
April 2025 | Version 1.3
IDENTIPET (PTY) LTD
Registration number: 1999/025765/07
(“Identipet”)
We are here to help you keep your pets safe with our products and services. These terms and conditions outline the operation of our website, web app, subscriptions, and services, as well as the expectations we have for you and what you can expect from us. If you ever have any questions, feel free to reach out to us at info@identipet.com.
1. DEFINITIONS
Identipet: we, us, our
Identipet Group: An affiliate company Group consisting of Legacy Pet Crematorium (Pty) Ltd, VetBooster and Identipet (Pty) Ltd.
User: you, your
Services: All products, subscriptions and digital content offered on our website, web app or store
2. OUR SERVICES
Please read our Privacy Notice for more information on what information we collect, use and the purpose for processing, for each service we provide.
• Microchip certificates;
• Change of ownership or update of details for the microchips;
• Store a record of you and your pet’s details associated with the microchip number;
• SOS alerts for missing pets;
• Wellness alerts; and
• Identipet React, Legacy Protect, VetOnline and VetOnline + Emergency subscriptions.
3. OUR SUBSCRIPTIONS
3.1. Identipet Subscriptions
When you register your pet’s microchip, you are by default subscribed to our free Identipet Basic Plan. You can then to upgrade to any one of our four Identipet subscription plans:
• Identipet React;
• Legacy Protect;
• VetOnline; or
• VetOnline + Emergency Club.
Read more here for plan comparison and pricing details.
When you register your pet’s microchip and enter your details for the free, default Identipet Basic Plan, we will generate a registration certificate for the microchip, which you can access on the Identipet web app.
Important:
• Your subscription begins on the date specified in your agreement;
• Update your own details on the web app for free; and
• If you subscribe to any of our services or subscriptions, you agree to the applicable subscription terms.
• The benefits of the paid plans are only available if your subscription payments are up to date.
Basic Plan:
• We keep you and your pet’s details associated with the microchip number safe and secure.
• Send you wellness alerts including reminders for your pet’s vaccinations, tick and flea treatment and deworming.
• Allow you to easily transfer your pet to a new owner if you need to rehome them.
Identipet React: (More Information)
• All benefits in the basic plan.
• Pet Rescuer Network
• Access to our 24/7 pet rescue network, where you can create a custom poster to send lost pet SOS alerts to rescuers and professionals in your area.
• If your pet has been lost, you can send a customised alert to your supporting network of people.
• By signing up to Identipet React, you agree to receive lost pet alerts from others within a 10km radius of your home.
• Limited vet access: You will receive access to a vet for a full 24 hours, one day per month.
• Give Back
• We will donate two microchips on your behalf to a worthy animal welfare organisation in our network.
Legacy Protect: (More Information)
• All the benefits received in Identipet React.
• This is only available within South Africa.
• Rewards
• Get 20% cash back when you use a groomer of your choice.
• The 20% cashback is capped at a maximum of [insert amount] and can only be used once every three months.
• To claim, please upload the invoice and proof of payment, together with your banking details to claims@identipet.com .
• We will send you an EFT payment within 14 days after receiving your email.
• Cremation Benefit
• The cremation benefit has a waiting period of three months (this benefit only becomes available after three consecutive monthly subscription payments).
• This is a communal cremation, so your pet is cremated with other pet companions, so we cannot return your pet’s ashes.
• We provide communal cremation benefit for up to four pets over a ten-year subscription cycle.
• Each pet needs to be under eight years old when signing up for this benefit.
• The cremation benefit will only be processed on a pet registered on the Identipet web app.
• The cremation benefit only covers a Legacy Pet Crematorium cremation, no other crematoriums will be covered.
• When your pet passes, please tell your Vet that you have this cover.
• Please email Legacy Pet Crematorium at claims@identipet.com to arrange collection.
• Return of Ashes Upgrade
• You can upgrade from a communal cremation to a return of ashes upgrade at a fee.
• Your pet will be cremated individually, and then their ashes will be delivered back to you in an attractive scatter box.
VetOnline: (More Information)
• All the benefits received in Legacy Protect.
• Expert Pet Advice
• Get unlimited access to our vets via our web app.
• Our vets provide guidance and advice, you can ask us for advice on health, nutrition, training, and more.
• This is for non-diagnostic queries only. Since our vets can’t physically examine your pet, they will help assess the situation and advise whether urgent in-person care is needed. This service is for general advice and triage purposes only.
• It does not replace an in-person veterinary consultation, treatment, or emergency care.
Emergency Club: (More Information)
• All the benefits in VetOnline;
• Please see here for more information.
• This is an add-on to our VetOnline service. If one of our Vets assesses your pet and says it’s an emergency, and you have signed up for the emergency club, then this benefit kicks in.
• Once our Vets assess that it is an emergency, you will need to get to any vet within 4 hours.
• We will pay up to R10 000 for a once-off, life-threatening emergency.
• We will also cover medication related to the emergency for up to ten days after the emergency.
• Please send a copy of the Vet’s invoice to claims@identipet.com
• We will pay the Vet directly when we have verified the validity of the invoice.
• Once you have used this benefit, you cannot use it again until the following year.
Please note that our Identipet Group will provide certain services mentioned in these subscriptions.
3.2. How to change or cancel your subscription
You can change or cancel your subscription anytime on our web app. Your access will remain active until the end of your billing period.
If you upgrade or downgrade your subscription, the changes will take effect on your next billing date.
3.3. Returns and refunds
We generally do not offer refunds, but if you believe you’ve been incorrectly charged or if we fail to deliver the service as agreed, please contact us within 7 days of payment, and we’ll review your case.
Refunds are processed at our discretion, in line with the Consumer Protection Act
If you need assistance, please email info@identipet.com or call us on 011 957 3455/6 during business hours.
4. OUR PRODUCT STORE
4.1. Product availability
We do our best to keep our products updated, but availability is not guaranteed. If an item is out of stock after you place an order, we will notify you as soon as possible and offer an alternative or a refund.
4.2. Delivery of the product
We deliver across South Africa and shipping costs and delivery times are displayed at the checkout point. Once an order is shipped, we will provide you with tracking details.
4.3. Returns and refunds
• For health and safety reasons we cannot accept returns of perishable items like dog food.
• If you receive a damaged, expired or incorrect item, contact us within 7 days of delivery. We will then arrange a replacement or refund.
• Eligibility for a refund depends on whether the product is unused and in its original packaging and if the refund/return is requested within 14 days.
• Shipping costs for these returns may be your responsibility unless the return is due to our error.
5. ACCOUNT REGISTRATION
You will be required to create an account to access the free, default Identipet Basic Plan and the four voluntary Identipet paid-for subscriptions. If we feel that you are not acting responsibly on our website, web app or in the Pet Rescuer Network, we reserve the right to terminate or suspend your account at our discretion.
6. PAYMENTS
It is your responsibility to make sure your payment is processed successfully and that your bank account has sufficient funds. If you miss payments for two consecutive months, your membership will be canceled.
All payments must be made using the payment methods available on our website or web app, including credit/debit cards, electronic funds transfers, and other approved payment gateways. Take note that we are not liable for any loss or damage caused by using these third-party payment service providers.
Prices displayed on the website or web app for our services, subscriptions, and products in our store are in ZAR (South African Rand) and include any applicable taxes unless stated otherwise.
We reserve the right to change pricing at any time, but such changes will not affect existing subscriptions or orders that have already been paid for. These fees may be automatically renewed based on the selected billing cycle unless cancelled before the renewal date. We will communicate with you before any pricing changes are implemented.
By providing payment details, you represent and warrant that you have the legal right to use the payment method. If a payment fails or is declined, we may suspend or terminate access to our services until payment is successfully processed.
7. PRIVACY OF YOUR PERSONAL INFORMATION
Please read our Privacy Notice for more information on how we collect, use and protect your information.
8. YOUR RESPONSIBILITIES
You must:
• Provide accurate personal information and account details when using our services and subscriptions;
• Maintain confidentiality when interacting on the Pet Rescuer Network;
• Use the website, web app and services in a lawful manner;
• Respect our and the Identipet Group’s intellectual property rights;
• Inform us immediately if you suspect that there has been a data breach (see our Privacy Notice for more information); and
• Ensure you have the relevant permissions from other parties when you share their personal information with us.
9. OUR RESPONSIBILITIES
We will:
• Provide accurate and up-to-date product and services information;
• Maintain the security and confidentiality of your personal information;
• Ensure compliance with relevant laws and regulations; and
• Offer customer support for all our services and subscriptions.
10. INTELLECTUAL PROPERTY
All content on our website and web app, including logos, text, images apart from images you upload of your pets, and other content, belongs to Identipet or Identipet Group and is protected by copyright laws.
You may not copy, share, or use any of the material without our permission. Using our website or web app does not give you any rights to our intellectual property.
11. LIMITATION OF LIABILITY
We do our best to provide accurate and reliable services, but we can’t guarantee that everything will always work perfectly. We and the Identipet Group are not responsible for any loss, damage, or costs, whether direct, indirect, or incidental, that result from using our website, web app, services, or products.
This includes lost profits, data breaches, or business interruptions. If we are found legally responsible for anything, our total liability will be limited to the amount you paid us for the affected service (if any).
12. WARRANTY AND DISCLAIMER
We do our best to keep our web app, website and services running smoothly, but we can’t guarantee they will always be perfect. We provide all information, products, and services “as is” and without any guarantees. We are not responsible for any errors, interruptions, or issues that may arise when using our website or services.
13. LINKS TO THIRD-PARTY WEBSITES OR SERVICES
Our web app and website may contain links to third-party websites or companies in the Identipet Group. We are not responsible for their privacy practices. It is your responsibility to review their terms and conditions and privacy notices before sharing any information with them or using any of their services.
Any information you decide to share on these websites is your responsibility, and we cannot be held liable for how that information is processed by third parties.
14. APPLICABLE LAW
These terms follow the laws of South Africa. If there’s ever a dispute or legal issue related to these terms, it will be handled in South African courts. If any part of these terms is found to be invalid, the rest of the terms will still apply.
15. CHANGES TO THESE TERMS AND CONDITIONS
We may update these terms at any time, but we will post the updated terms on this page with the updated effective date.