PawSentry Care Terms

PawSentry Care is an optional service benefit you can add to an eligible subscription plan when activating your tracker. If your tracker is lost, stolen, or accidentally damaged during the Care term, we will repair it free of charge or, where repair is not possible, replace it.

1. What PawSentry Care Is

PawSentry Care is an optional service benefit offered by PawSentry that you can add to an eligible subscription plan (12 months or longer) when activating your tracker. If your tracker is lost, stolen, or accidentally damaged during the Care term, we will repair it free of charge or, where repair is not possible, replace it. PawSentry alone assesses whether a device is repairable.

PawSentry Care is not an insurance contract. It is a voluntary service commitment by PawSentry, and your statutory warranty rights remain unaffected in full.

2. What Is Covered

Loss of the tracker, theft of the tracker, and damage that impairs its function, occurring during normal use on your pet.

3. What Is Not Covered

• Intentional loss or damage.
• Battery ageing and normal wear.
• Cosmetic damage that does not affect function (scratches, discolouration).
• Damage from unauthorised opening, modification, or third-party repair.
• Accessories (collar mounts, charging cables).
• Events already covered by an insurance policy you hold; Care applies subsidiarily.
• Force majeure.

4. Replacement and Delivery

Replacements are the same model, new or certified refurbished. Your subscription and pet profile transfer automatically to the replacement device. A new eSIM profile is provisioned and bound to the replacement, and the original device's eSIM profile is permanently deactivated (see our Terms of Service, section 10). A replaced device becomes the property of PawSentry.

PawSentry pays for delivery of the replacement device. You pay the shipping costs for returning the original device, including any customs fees where applicable.

5. Claim Limits

With 12-month Care, you may make one claim per Care year. With 24-month and 36-month Care, you may make two claims in total. Unused claims do not roll over, and a replacement device does not restart the claim count.

6. How to Claim

Submit a claim through the PawSentry app or support portal: describe the event and provide the tracker serial number (PS-XXXXXX). For theft claims we may request a police report reference. We respond within [TBD: claim response time].

7. Term and End

Care runs alongside your subscription and ends automatically when the subscription ends, is paused, or lapses for non-payment. Care ends immediately on abuse (for example, false loss reports), and PawSentry may refuse replacements claimed abusively.

8. Cancellation and Transfer

You may cancel Care at any time; the current period is not refunded after a claim. Care is bound to the device and account and cannot be transferred to another person or device.

9. Your Statutory Rights

Care is provided in addition to, and does not limit, your statutory warranty and consumer rights under EU and national law.