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Frequently Asked Questions
How do you know if something happens to me?
We run automatic, contactless check-ins by call or text at your chosen cadence (up to once a day). If you don’t respond, we follow up twice. If those remain unanswered, your plan is activated.
What if I miss a check-in?
Don't worry—a single missed check-in does not trigger outreach to your contacts. Our system provides two subsequent follow-up attempts. You have a customizable 'Safety Window' (30, 45 or 60 minutes) to respond before any outreach to your emergency contacts begins.
What triggers my plan activation?
Activation is triggered only after a missed check-in is followed by two unresponsive follow-up attempts. Our team then personally initiates outreach to your trusted contacts in the order you’ve set.
Can my trusted contacts see my Care Plan at any time?
No. To protect your privacy, your Care Plan is only shared with your emergency contacts once the escalation protocol is officially activated. You maintain total control over your data through your secure portal until it is needed.
What happens if none of my trusted contacts respond?
Your instructions lead the way. You define how many times we reach out to your circle to secure a response. Should those attempts go unanswered, you can opt to have your pet’s Care Plan automatically delivered to your contacts via email—ensuring that even in silence, your pet’s essential instructions are in the right hands.
Can I pause my check-ins while I’m away or on vacation?
Yes. You can pause your service at any time through your portal or by responding 'Pause' to any automated check-in call or text. Your service will remain paused until you manually select 'Resume' in your portal or send a 'Resume' command to our system.
What if I move or my pet’s health changes?
Your Care Portal is a comprehensive toolkit. You can update your address, medical records, contacts or any other information at any time through your portal. We also send regular reminders to re-verify your details to help ensure your plan never goes out of date.
Can I include more than one pet on my plan?
Yes. One membership covers unlimited pets at no additional cost. While they share the same activation structure, each pet has its own comprehensive profile that captures their full care requirements, from medical history and nutrition to unique behavioral nuances.
What happens if my pet passes away?
You may choose to transfer your plan’s coverage to a new pet through your portal or cancel your membership at any time.
How does payment work for my plan?
Memberships are billed monthly via Stripe’s secure payment processor. You can update your billing method or manage your subscription status directly through your portal at any time.
What happens if I cancel my plan?
You can cancel your membership at any time with no penalties or hidden fees. Once canceled, all plan data is deleted within 30 days. If you cancel mid-cycle, your coverage remains fully active through the end of your current billing period.
