Your pet wellness questions answered
Managing your pet’s wellness can bring up a lot of questions, especially when it comes to your Best for Pet membership. Whether you’re curious about your plan, payments, or how to use My Pawtal, we’ve gathered some of the common questions we receive from pet owners. Find the answers below.
We’ve also included handy videos to guide you through using My Pawtal at the bottom of this page.
If you can’t find the answers you need, feel free to reach out to our support team.
You can easily find a Best for Pet vet clinic that offers payment plans here. Once you’ve found a clinic, you can view their Clinic Info and see which payment options they provide. On their clinic listing you’ll also find their opening hours, services, and be able to book an appointment directly.
If you’d like to find out more, reach out directly to the clinic using the contact details provided – they’ll be happy to help.
Payment plans are financial services that allow pet owners to cover the cost of their pet’s treatment. Instead of paying the full amount upfront, vet payment plans split the cost into smaller, manageable installments over time.
Each of these plans work similarly, but they have their own unique features. Afterpay, Zip and VetPay all allow you to split the cost of your pet’s treatment into smaller management payments. However, they may differ in terms of credit limits, payment schedules and approval processes. It’s essential to explore each option and choose the one that fits your needs best.
Afterpay, Zip, and VetPay are only available at participating veterinary clinics. Before scheduling an appointment, it’s a good idea to check with your preferred clinic to see if they accept your chosen payment method. This will help ensure a smooth experience for both you and your pet.
To apply for payment plans you will need to create an account on their website or app, and undergo a credit assessment. Approval is usually quick but each provider is subject to its own approval process. Once approved, you’re all set to use your chosen payment method for your pet’s vet bill.
In most cases, you cannot use multiple vet payment plans for the same treatment. However, you may be able to split the cost across different payment methods if allowed by the clinic. If you’re considering this, it’s best to reach out to the clinic ahead of time to discuss your options.
If you’re having difficulties making payments, contact the respective payment provider or vet clinic as soon as possible to discuss possible solutions. They may offer assistance or alternative options to help you manage your payments effectively. Your pet’s health and wellbeing are their top priority, so they’ll work with you to find a solution that works for everyone.
Great news – there are no age restrictions for the Best for Pet Wellness Plan! It’s designed for pets of all ages to support their preventative healthcare and regular check-ups. Learn more about what’s included. Keep in mind, the Best for Pet Wellness Plan is not pet insurance.
We understand that sometimes you want to talk to a real person. While we aren’t able to accept incoming calls, our Support Team are now able to make outbound calls to Best for Pet members about open enquiries. Please make sure you’ve submitted your enquiry via our Contact Us page, including a valid phone number, and if we need to call you we’ll reach out to you as soon as possible. If we can’t get hold of you, don’t worry, we’ll continue to follow up via email.
You will be able to access the VetChat portal upon signing up for the BEST FOR PET Wellness Plan through your “Pawtal”. Once logged in please click on the “virtual consult” tab across the top. Note the consult opens in a pop-up box.
No, pet insurance provides cover for accidents and illness in sick or injured pets, while the Best for Pet Wellness Plan is an annual program that provides affordable routine care for your pet not typically covered by pet insurance. Optimal routine care and preventative screening for health issues like disease are essential to maintaining pet health and well-being, which can lead to a longer, happier life.
Logging into My Pawal is a breeze. Simply follow these steps:
Step 1. Go direct to the members area or via the Best for Pet website
Step 2. Enter your username and password. If you haven’t received these, click ‘Not a member?’ to register
Step 3. Click ‘Log in’ and you’re all set!Not sure what your username is? It’s the email address you used when you joined the wellness plan for your pet.
Yes there is still a 10% discount over 12 months for a your second (or more) pet on monthly subscriptions. This is applied from the second month: You will get $9 discount in the second month and then $4.50 a month after that.
There is no waiting period to join – you can start receiving the benefits of Best for Pet Wellness Plan today.
It happens to the best of us! Here’s how you can reset your password in a few easy steps:
Step 1. Go direct to the members area or via the Best for Pet website
Step 2. Click ‘Forgot your password?’
Step 3. Enter the email address linked to your account and click ‘Reset Password’
Step 4. Check your inbox for an email with instructions to reset it
Still having trouble or unsure which email you’ve used? No worries – contact our support team, and we’ll sort it out for you.
Unfortunately, our system cannot currently offer additional pet discounts for annual payments. So if you have multiple pets, we recommend opting for a monthly payment plan. Members who do sign up for annual plans now will be notified if these discounts become available in the future.
There is no waiting period to receive benefits but please let your chosen vet clinic know you signed up online if attending within 2 business days. You can start using VetChat immediately in your Best for Pet Pawtal.
We’re sorry for any confusion! Updating your pet’s details in My Pawtal is quick and easy:
Step 1. Log in to My Pawtal
Step 2. Click on the profile icon and select ‘Profile’
Step 3. Select ‘Edit’, update your details and then hit ‘Save’
If you’re still having trouble, our support team will be happy to assist you.
Your Best for Pet Wellness Plan membership is paid in monthly payments, or a single annual payment. You can sign up online. You can change your payment method via your online Best for Pet Pawtal.
As a Best for Pet Wellness Plan member, you can have as many standard consultations and revisits within standard clinic hours as you like with a vet or a vet nurse (subject to clinic availability). For peace of mind, you also have 24/7 free online access to vet support with VetChat.*
*Only available for registered Best for Pet Wellness Plan members, click here for full terms and conditions
We’re excited to welcome your new furry family member! Adding another pet to your Best for Pet Wellness Plan is simple:
Step 1. Log in to My Pawtal
Step 2. Select ‘+Add Pet’
Step 3. Enter your pet’s details and search for your local Best for Pet Wellness Plan clinic
Step 4. Click ‘Save’ and you’ll see your pet’s details on your homepage.
Your membership benefits are associated with your chosen Best for Pet clinic. If you need to visit another Best for Pet clinic for reasons such as travelling or requiring an urgent appointment, you can use your benefits at participating clinics subject to their availability. If you are moving permanently, we can arrange to transfer your membership to another Best for Pet clinic near you. Click here to find participating Best for Pet Clinics.
Don’t forget you also have access to VetChat online consultations 24/7.
No, the membership is tailored to each pet and cannot be transferred.
It’s easy to update your payment details in My Pawtal! Just follow these simple steps:
Step 1. Log in to your My Pawtal account
Step 2. Click on the profile icon at the top of the screen and select ‘Payment’
Step 3. Select ‘Payment Method’, then update your card details
Step 4. Click ‘Confirm’ and you’re done!
Once your payment details are updated, we’ll retry the payment in 3 days.
In the ‘Payments’ section, you can also view your payment history, see any customer credits, and check when your next payment is due.
Unfortunately, direct debit agreements are binding and are not able to be transferred to another person. If you simply need to update the account details for your membership payments (which can be in someone else’s name) then you can do this via the client Pawtal.
You can update your payment details via your online Best for Pet Pawtal. Log in and go to the ‘payments’ tab in the top right corner.
In the unfortunate circumstance that your pet passes away, you can terminate the membership and may be eligible for adjustments to remaining fees. Please contact us.
We’re sorry to hear this. Double charges can be frustrating, but our support team is here to help. Please contact us with details, and we’ll issue a refund as needed. We’ll also check your account to ensure this doesn’t happen again.
You may cancel your membership at any time in the Best for Pet portal, please see our Terms and Conditions to determine if there will be a cancellation fee and how this is calculated.
Uh-oh! It looks like there was an issue with your payment. To fix it, follow these steps:
Step 1. Log in to your My Pawtal account
Step 2. Click on the profile icon at the top of the screen and select ‘Payment’
Step 3. Select ‘Payment Method’, then update your card details
Step 4. Click ‘Confirm’ and you’re done!
Once your payment details are updated, we’ll retry the payment in 3 days. You can learn more about managing payments in My Pawtal below.
If your account has been suspended, it likely means there were two missed payments. Double-check your payment details in My Pawtal. Once everything is updated, we’ll collect the outstanding balance and reactivate your membership. Your benefits will resume once your account is back in good standing.
If your payment details are correct and you’re not sure why your account was suspended, get in touch with us and we’ll investigate this for you.
How to use My Pawtal
Whether you want to add a new pet to your account, book an appointment, update your payment details, or more, we’ve got you covered. Our how-to video guides will walk you through the simple steps to help you make the most of our online portal.
