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Animal Friends Pet Insurance PupStart Terms and Conditions

  1. PupStart is promoted by Animal Friends Insurance Limited – No.1 The Crescent, Solstice Park, Amesbury, SP4 7QA and is in partnership with Joii Pet Care trading as VET AI Limited – Ebble House, Odstock, Salisbury, SP5 4JB.
  2. These Terms and Conditions apply to the PupStart programme and participation in the programme is considered as acceptance of these Terms and Conditions.
  3. All participants must be resident in the UK and aged 18 or over.
  4. Access to PupStart is only available for Animal Friends Pet Insurance customers from 4th January 2020, who hold a current policy with a puppy aged between four weeks and 12 months old.
  5. If you cease to be an Animal Friends Pet Insurance customer you will be removed from the PupStart programme, as the benefits are exclusive to customers.
  6. Customers will automatically receive PupStart emails when they take out a policy for a puppy aged between 4 weeks and 12 months old. Customers can opt out of the PupStart programme at any time by clicking the link at the bottom of any PupStart email.
  7. To access one-to-one virtual puppy clinics and vet consults, you’ll need to download the free Joii Pet Care app and sign up as an Animal Friends Pet Insurance customer.
  8. To receive the in-app puppy content from Joii, customers will need to ensure that the message function is switched on in the Joii Pet Care app preferences.
  9. To change email preferences, call us on 0344 557 0300 or log into your account on Customer Hub through https://hub.animalfriends.co.uk and update your communication preferences.
  10. There is no limit on the amount of free vet consultations an eligible dog or cat customer can request.
  11. The free Joii Pet Care app is only compatible with Apple iOS 10.0 or later, iPhone and iPod Touch and Android 6.0 or later.
  12. Joii Pet Care services are only accessible through the free Joii Pet Care app.
  13. It can take up to five minutes from the time you buy a policy before Joii Pet Care has all the required information to allow you to sign up. You will be able to use the app and your account from day one.
  14. The Joii Pet Care app is recommended not to be used in life-threatening situations. Please contact your vet in the event of an emergency involving your pet.
  15. The information shared with the Joii Pet Care team will be shared with Animal Friends Pet Insurance including vet notes if there is a subsequent claim.
  16. Joii Pet Care is currently not able to offer prescription medication to all areas of the UK due to a change in the RCVS guidelines. The Joii Pet Care vet team will be able to confirm during a consult if they are able to prescribe prescription medications in your area.
  17. Joii Pet Care vets and vet nurses are not able to discuss your Animal Friends Pet Insurance policy details, for further information about your policy please contact info@animalfriends.co.uk or call 0344 557 0300.
  18. Access to the free online training for puppy first aid will be carried out through the Dog First Aid Franchise Limited booking system. Animal Friends will send a link to eligible customers to be able to join the course. Animal Friends Pet Insurance are not liable for any adverse conditions encountered by any pet, as a result of you using the puppy first aid knowledge you have learnt in this programme.
  19. One-to-One virtual puppy clinics and training advice with a Joii Pet Care vet nurse are available from 8am-10pm seven days a week.
  20. Any regular subscription packages you enrol in through Joii Pet Care will be solely contracted by Joii Pet Care and not Animal Friends Pet Insurance. Any queries regarding subscriptions and recommendations for food or treatments should be emailed to hello@joiipetcare.com.
  21. To receive your free flea & tick treatment, complete your first PupStart nurse consultation, accessed via the ‘Puppy Clinics’ section within the Joii Pet Care app and your treatment will be sent to you.
  22. To be entered into the PupStart monthly prize draw, customers must:
    • Buy or own an Animal Friends Insurance policy for a puppy (between four weeks and 12 months old).
    • Register with the Joii Pet Care App as an Animal Friends Pet Insurance customer.
    • Complete one PupStart nurse consultation to be entered into the prize draw for that month, accessed via the ‘Puppy Clinics’ section within the Joii Pet Care app.
    • One winner and two runners-up will be randomly selected from the pool of customers who fit the above criteria, every month from January 2021 to December 2021, to win a goodies hamper.
    • The 1st prize will contain, but is not limited to, the following items: dog grooming items, Pet Remedy calming spray, Douxo Pet Shampoo, Dog First Aid kit, treat dispenser, dog treats, snuffle mat, and branded Animal Friends Pet Insurance items including lead, poo bags, water bowl, bandana and tennis balls.
    • Two runners up will also be randomly selected each month to receive, including but not limited to, the following items: dog grooming items, treats, poo bags and branded Animal Friends Pet Insurance items.
    • Animal Friends Pet Insurance reserves the right to substitute products where necessary.
    • The policy holder will be entered into the draw for the month in which they completed their first puppy clinic nurse consultation with Joii.
    • Individuals can only be entered into the competition once per policy and only win once.
    • All entrants will be deemed to have accepted these Terms and Conditions.
    • There is no automatic prize. Purchasing an AFI policy, registering with Joii or completing a PupStart nurse consultation does not guarantee winning a prize.
    • Customers cannot enter the Competition via Social Media or Facebook Messenger.
    • The Competition runs every calendar month from January 1st – December 31st
    • The winners and runners up will be notified in the final week of each month, via an email sent to the email address that is linked to their policy.
    • The prize will be delivered to the winner’s postal address that is linked to their policy.
    • By entering and subsequently winning the Competition, the prize winner acknowledges that the prize could take up to 21 working days to arrive, more if there are economic or pandemic restrictions out of Animal Friends’ control.
    • By entering and subsequently winning the Competition, winners’ consent to Animal Friends Insurance using their first name, pet’s name and any photographs provided to promote the brand across websites and social media. Winners may object to their first name, pet’s name and photograph being shared by emailing marketing@animalfriends.co.uk.
  23. Animal Friends Insurance reserves the right to change these Terms and Conditions at any time by giving reasonable notice for legal, regulatory, business or policy reasons.
  24. Animal Friends Insurance is not liable for any adverse reaction, encountered by any pet, as a result of using any of the products recommended as part of the programme.
  25. We keep your identifiable information private and manage it in accordance with our Privacy Policy.
  26. Animal Friends Insurance accepts no responsibility for any damage, loss, liabilities, injury, or disappointment incurred or suffered by you as a result of taking part in the PupStart programme. Animal Friends Insurance further disclaims liability for any injury or damage to your or any other person’s computer relating to or resulting from participation in or downloading any materials in connection with the Competition.
  27. If any paragraph in these terms and conditions is found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, such invalidity or unenforceability shall not affect the other paragraphs of these terms and conditions, which shall remain in full force and effect.
  28. These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales. The Courts of England and Wales shall have exclusive jurisdiction in connection with these terms and conditions.
  29. The PupStart programme is in no way sponsored, endorsed, or administered by, or associated with, Facebook, Twitter, or Instagram.


If you have any further questions about PupStart, you can read more at www.animalfriends.co.uk/pupstart-benefits/ or email info@animalfriends.co.uk