Billing & Cancellations

Protecting your dog shouldn’t be complicated or expensive. We offer two simple membership options for the Active Recovery System:

• Monthly: $4 billed every 28 days.
• Annual: $45.95 billed once per year (the best value for your pack).

We want you to be 100% confident in the Pup ID safety net. Every new membership comes with a 28-Day Risk-Free Trial.

• The Window: Your trial begins the moment you activate your first tag.
• The Refund: If you decide the system isn’t for you, cancel within these 28 days for a full refund of your membership fees.
• Eligibility: To keep our system sustainable, the 28-Day Risk-Free Trial is available to first-time members only. Subsequent memberships, re-activations, or additional tags for existing members are not eligible for a trial refund.
• The Process: To claim a refund, you must send your request to support@pupid.com.au within the 28-day trial window.
• Shipping: As the hardware is provided for free, shipping and handling costs are non-refundable.

All transactions are processed exclusively through Shopify Payments and its integrated payment network. By completing a purchase, you agree to Shopify’s Terms of Service and Privacy Policy.

Data Security & Platform Liability: Pup ID does not collect, access, or store your credit card or sensitive payment information on our servers. All financial data, payment processing, fraud prevention, and transaction security are handled entirely by Shopify Payments on PCI-DSS Level 1 compliant infrastructure. Pup ID assumes no liability for payment gateway processing errors, security breaches on Shopify's network, or transaction disputes managed by Shopify Payments or your issuing bank.

We know life gets busy. If a payment fails, we won’t leave your dog unprotected immediately.

• 21-Day Grace Period: We will attempt to re-process the payment over a three-week window.
• Automatic Cancellation: If payment is not received within 21 days of the initial failure, the membership will automatically cancel. At this point, the “Safety Net” is removed and all features will be deactivated.

At Pup ID, we don’t believe in “subscription traps.” You are in full control of your account.

• How to Cancel: You can cancel your membership at any time via your Member Dashboard. Alternatively, you can email our support team at support@pupid.com.au.
• No Lock-ins: There are no cancellation fees or hidden “exit” costs.

If you choose to cancel your membership, your dog’s safety net is removed entirely. At the end of your current billing period:

• Digital Profile Deletion: Your Pup Profile will be taken offline. Scanning the tag will no longer display your contact details, medical info, or dog’s profile.
• Feature Loss: You will lose access to all Active Recovery features, including Live Location Alerts and Digital Missing Posters.
• Hardware Status: Your tag will be deactivated in our system. It becomes a standard piece of hardware with no digital functionality or recovery capability.
• Warranty: Your Lifetime Warranty on the physical hardware will immediately lapse.

Shipping & Hardware (The Initial Order): Because we provide the hardware for free, the initial cost paid at checkout covers the physical processing and postage.

• Before Processing: You may request a refund of shipping costs only if your order has not yet been processed internally.
• After Processing: Once your order has been packed and a shipping label generated, shipping costs are non-refundable.
• In-Transit: We do not offer refunds on shipping costs while a package is in transit with Australia Post.

Product Returns: We do not require you to mail the tags back if you cancel. However, once a membership is cancelled or refunded, the tag is permanently deactivated and cannot be used to access the Pup ID network again without a new membership.