Terms and Conditions

01About PetSense.co.za

PetSense.co.za is operated by Piyali Holdings (Pty) Ltd (“Piyali Holdings”, “we”, “us” or “our”) as a pet-related information, advertising and lead-generation website. It helps users request pet-insurance information, quotations or contact from relevant insurers, brokers, underwriting managers, call centres or authorised representatives. It may also publish general pet-related content and connect users with other pet-product or service providers.

02No Financial or Veterinary Advice

Website content is provided for general information, advertising and lead-generation purposes only. It is not financial, legal, tax, veterinary or other professional advice and does not take your personal needs, affordability, pet’s health or risk profile into account.

Before accepting an insurance product, review the provider’s quotation, policy wording, disclosures, exclusions, excesses, premiums, waiting periods, benefit limits, condition-specific limits, claims process and full terms. Ask the provider or its authorised representative to explain anything you do not understand and seek independent advice where appropriate.

03Quote Requests and Provider Contact

When you submit a quote or enquiry form, we may share the information you provide with one or more relevant insurers, brokers, underwriting managers, call centres, authorised representatives or lead-processing partners.

By submitting your details, you consent to PetSense.co.za, its service providers and relevant third parties contacting you about your quote request and related products or services. Contact may take place by telephone, email, SMS, WhatsApp, automated systems or another reasonable electronic channel, depending on the details you provide and applicable law.

Submitting a form does not guarantee that:

• you will receive a quote;
• your pet will qualify for cover;
• any premium, saving, discount, benefit or cover amount displayed on the Website will be offered;
• any condition, treatment, procedure, medication or veterinary expense will be covered;
• a provider will contact you within a particular timeframe;
• multiple providers or quotations will be available; or
• the final product will match general or promotional information displayed on the Website.

Any quotation, offer, policy, premium, benefit or contract is provided by the relevant insurer, broker, underwriting manager or authorised representative, not by PetSense.co.za.

04Your Information Must Be Accurate

You agree that information submitted through the Website will be true, accurate, current and complete. This includes information about you and any pet for which you request cover.

You may not submit false information, impersonate another person, use another person’s details without authority, or submit information for fraudulent, unlawful or misleading purposes. Incorrect or incomplete information may lead to an inaccurate quotation, failed contact, rejected application, excluded condition, cancelled policy or declined claim as determined by the relevant provider.

05Consent, Privacy and Marketing

We process personal information in accordance with our Privacy Policy.

Information we may process includes your identity and contact details, information about your pet, product preferences, form submissions, communications, consent records and technical Website information.

You may withdraw consent or opt out of marketing at any time by using the opt-out method in a communication, using the Website’s unsubscribe facility, telling the person who contacts you, or emailing info@petsense.co.za or info@ldma.io. Withdrawal does not affect lawful processing that occurred before withdrawal. If your information has already been shared with a third party, you may also need to contact that party directly.

06Advertising, Analytics and Tracking Technologies

We may use third-party advertising, analytics and conversion-measurement tools, including services supplied by Google, Meta and other technology providers. These tools may collect or receive device, browser, Website-activity, form-interaction, campaign, approximate-location and conversion information.

This information may be used to operate and improve the Website, measure campaign performance, attribute enquiries, optimise advertising and understand user behaviour. Where required, we will request consent for non-essential cookies or tracking technologies. You may also manage cookies through your browser or available Website controls, although disabling them may affect functionality.

Third-party platforms are governed by their own terms and privacy policies.

07Third-Party Providers, Products and Websites

The Website may feature or link to insurers, brokers, underwriting managers, pet retailers, veterinary-service providers, other pet-related businesses, external forms, online stores, social-media platforms, policy documents or other resources.

We do not control third parties or the products and services they offer. We are not responsible for a third party’s content, availability, security, advice, prices, product quality, fulfilment, underwriting, policy terms, exclusions, sales process, debit orders, customer service, veterinary services or claims handling.

When you deal with a third party, your relationship and any resulting contract are with that party. Review the third party’s terms, privacy policy, returns or cancellation rules, regulatory disclosures and product documents before entering into an agreement.

08Pet-Insurance Products and Policy Terms

Pet-insurance products are subject to the relevant provider’s eligibility and underwriting rules, pet type, breed and age restrictions, waiting periods, excesses, exclusions, annual and event limits, condition-specific limits, premium rules, policy wording, claims requirements and regulatory disclosures.

Pre-existing, congenital, hereditary, chronic or recurring conditions may be excluded, limited or covered only subject to specific policy limits. Routine care, vaccinations, sterilisation, dental care, medication, burial or cremation benefits, kennel stays and other benefits vary by product and may not be included in every plan.

We do not guarantee that any product is suitable, available, cheapest or best for you or your pet. We also do not guarantee that a provider will approve an application, keep a quoted premium unchanged, accept a claim, continue cover or renew a policy.

09Prices, Benefits, Discounts and Promotional Claims

Prices, premiums, cover amounts, discounts and benefits displayed on the Website are general or promotional unless expressly stated otherwise. They may apply only to selected plans, pets, payment methods or eligibility categories and may change without notice.

Examples include “from” premiums, multi-pet discounts, payment-method discounts, member-store savings, waiting-period promotions and limits for veterinary, casualty, burial or cremation benefits. Always confirm current eligibility, limitations and full terms with the relevant provider before applying or purchasing.

10Fees and Commercial Arrangements

Using the Website is generally free for users unless clearly stated otherwise.

We may receive a lead fee, referral fee, affiliate fee, marketing fee, commission or other commercial benefit when we refer users to insurers, brokers, underwriting managers, call centres, pet-related businesses or other partners. This arrangement does not mean that a particular provider or product is necessarily the cheapest, best or most suitable option.

11Competitions and Promotions

Competitions, giveaways or promotions may be governed by separate rules published for that promotion. By entering, you agree to those specific rules in addition to these Terms. If there is a conflict relating specifically to a promotion, the promotion’s specific rules will apply to that promotion.

We may verify eligibility, reject invalid or duplicate entries, and process entrant or winner information as described in the promotion rules and our Privacy Policy.

12User Responsibilities and Prohibited Conduct

You agree not to:

• use the Website for unlawful, fraudulent, abusive or misleading purposes;
• submit false, incomplete or unauthorised information;
• interfere with the security, integrity or operation of the Website;
• attempt to gain unauthorised access to systems, accounts or data;
• copy, scrape, harvest, mine or misuse Website content or form data;
• upload or transmit malware, harmful code, spam or excessive automated requests;
• infringe our intellectual property or another person’s rights; or
• use the Website in a manner that could damage us, our systems, partners or users.

We may restrict, suspend or block access if we reasonably believe these Terms have been breached or the Website is being misused.

13Intellectual Property

All Website content, branding, logos, text, graphics, layouts, icons, images, forms, software and other materials are owned by us or licensed to us unless stated otherwise.

You may view and use the Website for lawful, personal and non-commercial purposes. You may not copy, reproduce, republish, distribute, modify, sell, license or otherwise exploit Website content without prior written permission, except where applicable law allows it.

Third-party trademarks, provider names, product names and logos remain the property of their respective owners. Their appearance does not imply ownership by us.

14Website Availability and Changes

We aim to keep the Website available and functioning but do not guarantee uninterrupted, secure, error-free or permanent access. It may be unavailable due to maintenance, technical problems, hosting failures, security measures, third-party outages or circumstances beyond our control.

We may change, suspend, restrict or remove any part of the Website, form, content, provider listing or service at any time without notice.

15Accuracy of Website Information

We try to keep information accurate and current, but insurance products, premiums, benefits, waiting periods, eligibility rules, providers, veterinary information and laws may change. Content may contain errors, omissions, generalisations or outdated information.

Any price, premium, saving, benefit or example shown is illustrative or subject to provider assessment unless expressly stated otherwise. Your actual quotation and cover may differ materially based on factors such as pet type, breed, age, number of pets, health history, chosen benefits and the provider’s underwriting criteria.

16Testimonials and Results

Testimonials, ratings, customer counts, examples and reported savings displayed on the Website reflect individual experiences, supplied information or illustrative outcomes. They do not guarantee that every user will receive the same number of quotations, price, saving, service level, claim result or experience.

17Disclaimer of Warranties

The Website and its content are provided on an “as is” and “as available” basis.

To the fullest extent permitted by law, we do not warrant or represent that:

• the Website will always be available, secure or error-free;
• all content will always be accurate, complete or current;
• you will receive a quotation or provider contact;
• any product will be suitable for you or your pet;
• any application or claim will be accepted;
• any veterinary treatment or expense will be covered; or
• any provider will offer a particular premium, discount, benefit or term.

Nothing in these Terms excludes, limits or waives any right that cannot lawfully be excluded under applicable South African law.

18Limitation of Liability

To the fullest extent permitted by law, Piyali Holdings, PetSense.co.za and their directors, employees, contractors, service providers and partners will not be liable for indirect, incidental, special, consequential or economic loss arising from or connected with the Website.

This includes loss of profit, opportunity or data; reputational harm; unsuccessful applications; declined claims; uninsured veterinary expenses; provider or retailer decisions; third-party communications, products or services; incorrect information supplied by a user; or reliance on Website content.

Where liability cannot lawfully be excluded, it will be limited to the maximum extent permitted by applicable law.

19Indemnity

To the fullest extent permitted by law, you agree to indemnify and hold us harmless against claims, losses, damages, penalties, costs or expenses arising from:

• your material breach of these Terms;
• your unlawful or fraudulent misuse of the Website;
• information you submit that is false, misleading or unauthorised;
• your infringement of a third party’s rights; or
• a claim by a person whose information you submitted without authority.

This clause does not apply to the extent that a claim results from our own unlawful conduct or where an indemnity is prohibited by law.

20Complaints

For a complaint about PetSense.co.za, email info@petsense.co.za or info@ldma.io with the subject line PetSense Complaint. Provide your name, contact details, a description of the complaint and any relevant reference information.

If your complaint concerns a provider’s quotation, advice, sales call, policy, premium, debit order, cancellation, claim, product or service, we may refer you to that provider or ask you to contact it directly.

21Changes to These Terms

We may update these Terms from time to time. The latest version will be posted on this page with a revised effective date. Your continued use of the Website after an update means that the updated Terms apply to subsequent use, subject to applicable law.

22Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of South Africa. Any dispute relating to these Terms or the Website will be subject to the jurisdiction of the appropriate South African courts, unless applicable law requires otherwise.

23General

If any provision of these Terms is invalid, unlawful or unenforceable, the remaining provisions will continue in effect.

Our failure or delay in enforcing a right does not waive that right.

You may not transfer your rights or obligations under these Terms without our written consent. We may transfer or assign our rights or obligations where reasonably necessary for business, legal or operational purposes, subject to applicable law.

These Terms, together with the Privacy Policy, any notices displayed at the point of data collection and any applicable promotion rules, constitute the agreement between you and us regarding Website use. A separate agreement between you and a provider is governed by that provider’s own terms.