Your pet health questions answered
Keeping up with your pet’s vaccinations, dental care, and overall health can bring up a few questions—especially when it comes to your Best for Pet membership. From understanding your plan and payments to getting the most out of My Pawtal, we’ve answered the things pet owners ask us most.
You’ll also find handy how-to-videos at the bottom of the page to help you navigate My Pawtal with ease.
Need a bit more help? Our support team is always here for you.
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 instalments over time.
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.
The biggest benefit is peace of mind. Payment plans help pet owners manage unexpected veterinary expenses by spreading the cost over time. They can help alleviate financial stress and ensure your pet receives the necessary care without delay. Additionally, some of these plans often have interest-free repayment options and flexible payment schedules. Terms will differ so please make sure you read the fine print.
Payment plans 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 Afterpay’s payment plan 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.
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 here. Keep in mind, the Best for Pet Wellness Plan is not pet insurance.
The Wellness Plan is an annual subscription with a 12-month minimum term. You can choose to pay the full $600 upfront or in 12 monthly instalments of $50. If you cancel before 12 months, a reconciliation fee may apply based on the benefits you’ve already used versus the payments you’ve made.
Example: If you cancel after 3 months ($150 paid), but have used $400 in benefits (e.g. vaccinations and consultations), you may be charged a reconciliation fee of $250 to cover the shortfall.
We listened to your feedback and have now opened our Customer support phone line. You can contact our Support team, Monday-Friday 9am-5pm AEST on 0800 123 838.
Our Support Team can make outbound calls to Best for Pet members about open enquiries. You can submit 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 online veterinary support after signing up for the Best for Pet Wellness Plan via your “My Pawtal”. Once logged in please click on the “virtual consult” tab at the top of the page. Please note the consultation will opens in a pop-up window.
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. Learn more about the difference between Wellness Plan and Insurance here.
Logging into My Pawal is a breeze. Simply follow these steps:
Step 1. Go to My Pawtal
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 we offer a 10% discount for second (or more) pet. The discount is applied automatically when adding an additional pet in the Pawtal, whether you choose to pay monthly or annually.
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 My Pawtal
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 us, and we’ll sort it out for you.
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.
NZ details Direct Debit details are entered in order as below:
- Bank account: Account number included suffix
- Branch number
- Bank number
Yes you can! Your Wellness Plan now gives you access to many clinics across New Zealand. Find a participating clinic here.
Whether you’re heading off on holiday or simply need a more convenient appointment, your membership benefits travel with you — just like your pet.
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.
You can check your benefits used in the Best for Pet portal. Follow the steps outlined in the below video –
In the unfortunate circumstance that your pet passes away, you can cancel the membership in accordance with our cancellation policy. Please note depending on benefit usage, remaining payments or a reconciliation fee may apply, further information on this policy can be found here.
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 Pawtal. Your cancellation request will be handled in accordance with our cancellation policy outlined in the Plan Terms and Conditions.
Please note a reconciliation fee may apply if a monthly payment Plan is cancelled ahead of the Plan expiration date. This fee is calculated based on how many benefits have been used verses the amount of payments received. If a reconciliation fee does apply, rest assured you will never be requested to pay more than the total annual fee for the Plan, and a payment plan can be arranged to assist with managing this.
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 payment details if needed
Step 4. Click ‘Confirm’ and you’re done!
Once your payment details are updated, we’ll automatically retry your payment in 2 weeks. If this does not suit, please Contact Us You can learn more about managing payments in the video below.
If your account has been suspended, it likely means there were 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.
