Pet Protection Services FAQ | 24PetWatch
Hero image

Pet Protection Services

It could be the difference between lost and found.

Pet Protection Services FAQ

Getting Pet Protection Services for your furriest friend doesn’t have to be complicated. If these frequently asked questions don’t help, feel free to give us a call at 1-866-597-2424.

Lost Pet Recovery FAQs

Lifetime Protection Membership FAQs

Linking to your pet's microchip account, the Lifetime Protection Membership includes around-the-clock Pet Protection Services:

  • Live Agent Lost Pet Recovery Specialists available 24/7/365 to quickly launch the recovery process.
  • Unlimited updates to your pet’s microchip account through mypethealth.com and through our Customer Service Representatives.
  • DirectConnect service to connect you directly with your pet’s finder and help arrange a safe reunion.
  • Ability to add unlimited emergency contacts to your pet's microchip account.

In addition to the 24/7 Lost Pet Recovery Services, with the Lifetime Protection Membership you’ll receive:

  • One year of 24PetMedAlert® - protects your pet by relaying your pet's critical medical and behavioural information to veterinary care personnel, animal shelters or animal rescue organizations in the event that your pet is missing.
  • One year, unlimited access to a Vet Helpline - veterinary professionals available to you 24/7 through live chat, email or by phone, provided by whiskerDocs®.
  • $40* Gift Card to Rover.com, the nation's largest network of loving pet sitters and dog walkers. $40 typically covers 1-2 walks or 1 night of dog boarding based on national average rates.
  • Lifetime Warranty Pet ID Tag - highly visible, durable, pet identification tag, customized with your pet's name and unique microchip number.

Pets, like people, can experience any number of ongoing medical conditions that require special treatment. This may include diagnosed medical condition(s), prescribed medications, allergies and behavioural issues. 24PetMedAlert® is there to be the voice for your pet when you're not able to.

If your pet is found and reported to our 24PetWatch® Lost Pet Recovery department, and you're unable to be reached, 24PetWatch® may relay your pet's critical medical information and behavioural issues to veterinary care personnel, animal shelters, rescues and/or advise your pet’s finder to take your pet to a Veterinarian.

24PetWatch® will make best efforts to relay critical medical information to veterinary care personnel, animal shelter or animal rescue organization who find your pet. However, 24PetWatch® is not responsible for ensuring that your pet receives treatment and is not responsible for paying for any treatment or related expenses incurred by the finder. You are exclusively responsible for the cost of all treatments and any other expenses incurred by the veterinary care personnel, animal shelters or animal rescue organizations who find your pet. 24PetMedAlert®, 24PetWatch®, and any associated brands or entities (Pethealth Services Inc. and Pethealth Services (USA) Ltd.) do not guarantee your pet’s treatment by a finder and shall not be responsible for any damages, costs or losses suffered at any time by you, your pet's finder, or your pet.

24PetMedAlert® does not constitute veterinary or medical advice for your pet. 24PetMedAlert® does not guarantee any medical results or treatment in the event your pet is lost. Please consult with your veterinarian to see if the 24PetMedAlert® service is suitable for your pet.

With the purchase of the Lifetime Protection Membership you will receive one year of the 24PetMedAlert® service.

With the Lifetime Protection Membership you receive one-year of unlimited access to the veterinary help line, whiskerDocs®. Unsure if you need to take your dog or cat to the vet? Need some help with unwanted behaviors, like barking, peeing outside the cat box, or biting? Contact the licensed veterinary experts at whiskerDocs® by phone, email, or live chat 24 hours a day.

With the purchase of the Lifetime Protection Membership you will receive one year of the whiskerDocs® service. Copyright © 2018 whiskerDocs

Rover.com is the nation's largest network of loving pet sitters and dog walkers. Here you will find trusted sitters who provide dog boarding, doggy day care, and dog walking in your neighborhood. With your $40 Gift Card you’ll receive $40 off your booking and find local services available to you. $40 typically covers 1-2 walks or 1 night of dog boarding based on national average rates. To receive your gift card, please register online at Rover.com and use your promo code found on your purchase receipt.

*Applies to Rover.com users using a valid, unexpired coupon to book services through Rover.com. The $40 coupon value will appear in your Rover account once redeemed and will be applied toward qualifying service(s) purchased (not including applicable taxes, if any) in a single booking or series of bookings. No processing fee. Void where prohibited*. Bookings and services are subject to the Rover.com Terms of Service. Promotion code may not be re-posted to other websites without Rover.com approval. Expires 12/31/2018. © 2017 Rover.com. All Rights Reserved

With the purchase of a Lifetime Protection Membership your pet will receive a customized Lifetime Warranty Pet ID Tag.

Lifetime Warranty tags are:

  • Long-lasting and durable
  • Includes your pet's name and unique microchip numbe
  • Made of steel with a special coating for a porcelain look and feel

Includes a Lifetime Warranty – if damaged and unreadable (not if lost)

To purchase the Lifetime Protection Membership service that will link to your pet's 24PetWatch® microchip account, visit mypethealth.com or call 1-866-597-2424 to speak to one of our representatives. Upon purchase, you will receive an order confirmation via email outlining your services, next steps, coupon information, and when your Lifetime Warranty Pet ID tags will arrive.

The Lifetime Protection Membership costs $64.95* plus tax where applicable.

*price subject to change.

The Lost Pet Recovery benefits associated with the Lifetime Protection Membership will last a lifetime and will not need to be renewed, as long as the pet ownership remains the same. You will have the option to renew the annual whiskerDocs® and 24PetMedAlert® services. You will receive an email 30 days before they expire asking if you would like to continue receiving those services, however, there is no requirement to do so.

We can offer: (i) a 50% refund for cancellation of the Lifetime Protection Membership within six (6) months of initial purchase; or (ii) a full refund for cancellation of the Lifetime Protection Membership within three (3) months of initial purchase if your pet is deceased. You will no longer receive any of the Lifetime Protection Membership services if you discontinue your membership.

Please do not hesitate to contact us by phone 1-866-597-2424.

24PetMedAlert® FAQs

24PetMedAlert® protects your pet by relaying your pet's critical medical information to veterinary care personnel, animal shelters or animal rescue organizations in the event that your pet is lost.

Upon registering your pet for 24PetMedAlert®, your pet's critical medical information, as provided in the form, will be added to your pet's 24PetWatch microchip account. In the event that your pet is lost and you are unable to be reached, 24PetWatch® may relay your pet's medical information (including diagnosed medical condition(s), medications prescribed for the condition(s), allergies and behavioral issues) to veterinary care personnel, animal shelters or animal rescue organizations who find your pet.

Upon your consent, 24PetWatch may also release your personal contact information to any individual who finds your pet in order to facilitate recovery of your pet.

If your pet is found by a veterinary clinic, animal shelter or animal rescue organization, then 24PetWatch® may relay all medical information stated on the 24PetMedAlert® Form.

24PetWatch® will not relay your pet's medical information to individuals under any circumstances. If your pet is found by an individual, then 24PetWatch® may advise the finder to take your pet to a licensed veterinarian, to whom medical information may be relayed.

Please note that 24PetWatch® may only relay the medical information as described on the 24PetMedAlert® Form. 24PetWatch® will not be responsible for any harm caused because the information in your 24PetMedAlert® Form is incomplete or inaccurate.

To update your pet's medical information, please email 24PetMedAlert@24PetWatch.com with an updated 24PetMedAlert® form or to request a new form. Please allow five (5) business days for your profile to be updated.

If you are requesting an address or contact information change to your microchip account and NOT submitting a 24PetMedAlert® form, please login to your microchip account at mypethealth.com.

No. 24PetWatch® will make best efforts to relay critical medical and behavioural information to veterinary care personnel, animal shelter or animal rescue organization who find your pet. However, 24PetWatch® is not responsible for ensuring that your pet receives treatment and is not responsible for paying for any treatment or related expenses incurred by the finder. You are exclusively responsible for the cost of all treatments and any other expenses incurred by the veterinary care personnel, animal shelters or animal rescue organizations who find your pet. 24PetMedAlert®, 24PetWatch®, and any associated brands or entities (Pethealth Services Inc. and Pethealth Services (USA) Ltd.) do not guarantee your pet’s treatment by a finder and shall not be responsible for any damages, costs or losses suffered at any time by you, your pet's finder, or your pet.

24PetMedAlert® does not constitute veterinary or medical advice for your pet. 24PetMedAlert® does not guarantee any medical results or treatment in the event your pet is lost. Please consult with your veterinarian to see if the 24PetMedAlert® service is suitable for your pet.

24PetMedAlert® service costs $24.95 per year, plus tax where applicable (price subject to change).

To purchase the 24PetMedAlert® service that will link to your pet's 24PetWatch microchip account, call 1-866-597-2424 to speak to one of our representatives. Upon purchase, you will receive your receipt and the 24PetMedAlert® Form via email. Once the form is completed, please submit to 24PetMedAlert@24PetWatch.com. Please allow five (5) business days for your pet's profile to be updated.

No. Your registration is automatically renewed each year. After your first year of registration, the renewal cost is $20.95 per year, plus tax where applicable (price subject to change). You will be notified of the renewal 30 days prior to your renewal date. If you choose to discontinue the 24PetMedAlert® service, you can do so by requesting cancellation by phone or email at least (5) days prior to your renewal date.

We offer: (i) a 50% refund for cancellation of 24PetMedAlert® services within six (6) months of initial purchase; or (ii) a full refund for cancellation of 24PetMedAlert® services within three (3) months of initial purchase if your pet is deceased. You will no longer receive any 24PetMedAlert® services as soon as you stop becoming a 24PetMedAlert® member.

Please do not hesitate to contact us by phone 1-866-597-2424.

Recurring Billing FAQs

Recurring billing allows you to have your Annual Membership, or WhiskerDocs and 24PetMedAlert subscription renew automatically each year on the anniversary date. If you opt-in to recurring billing, the cost of the renewable portion of your membership will be billed to the last valid method of payment provided in accordance with our billing procedure (see question 6). This will continue on an annual basis unless you opt-out of recurring billing.

You can opt-in to, or opt-out of recurring billing at any time by logging into your account at mypethealth.com or by calling 1-833-461-8756.

Yes. After your first year, the Annual Membership will renew at $19.95 per year, plus applicable taxes.

24PetMedAlert and WhiskerDocs subscriptions are offered at a discounted rate of $19.95, plus applicable taxes, for Lifetime Protection Members when renewed together. Subscriptions can be renewed individually at a rate of $24.95 per year, plus applicable taxes for 24PetMedAlert, and $16.05 per year, plus applicable taxes for WhiskerDocs.

Prices are subject to change.

Annual Membership

Renewable Services:

  • Recovery specialists who are available 24/7 to quickly launch the recovery process
  • Unlimited access to your account through mypethealth.com and through our Customer Service Representatives
  • DirectConnect service to connect you directly with your pet's finder and help arrange a quick and safe reunion
Lifetime Protection Membership

Lifetime Services:

  • Recovery specialists who are available 24/7 to quickly launch the recovery process
  • Unlimited access to your account through mypethealth.com and through our Customer Service Representatives
  • DirectConnect service to connect you directly with your pet's finder and help arrange a quick and safe reunion

Renewable Services:

  • 24PetMedAlert - critical medical information stored and relayed with your pet’s finder: shelter, rescue or the vet they are brought to
  • WhiskerDocs - veterinary professionals available to you 24/7 through live chat, email or by phone

No. If you wish to opt-in to recurring billing, please update your preferences by logging into mypethealth.com or calling 1-833-461-8756.

We will make three (3) attempts to bill the renewable portion of your membership. The first attempt will be made nine (9) days before your renewal date to ensure that your around-the-clock protection continues without interruption. The second attempt will be made six (6) days before your renewal date in the case where the first attempt fails. The final attempt will be made three (3) days prior to your renewal date in the case where the second attempt fails.

To update your payment information, please call us at 1-833-461-8756.

We ask that credit card updates be made at least ten (10) days prior to your next renewal date.

If you have an Annual Membership, your membership will be cancelled and you will be notified by email of the cancellation. If you have the Lifetime Protection Membership, only the 24PetMedAlert and WhiskerDocs services will be cancelled if payment is not received. Should you wish to continue any of the services, you can call 1-833-461-8756 within the 30-day grace period after the renewal date to have your services renewed at the discounted rate.

When a renewal occurs within the 30-day grace period, your membership plan is renewed for another full year. For the renewable services under the Lifetime Protection Membership, 24PetWatch will notify WhiskerDocs of the account renewal to ensure the service continues for another full year.

If you wish to cancel, you can do so up to thirty (30) days after your renewal date.

Refund Policy:

  • full refund if cancelled within the 30-day grace period;
  • 50% refund if cancelled after the 30-day grace period but before 6 months;
  • no refund will be issued if cancelled after 6 months of service

Yes. We have a 30-day grace period after the renewal date has passed allowing you to opt back into recurring billing, and take advantage of the discounted Annual Membership, or WhiskerDocs and 24PetMedAlert subscriptions.

Our PCI compliance software allows us to collect and store payment information securely without risk of the information being compromised. When you provide your method of payment over the phone or online, the information is stored as a token with our payment processor. Only the last four digits and expiry date of your credit card are stored within our internal systems to be used in communications with you when your products/services come up for renewal.