Questions, answered

Boarding cover depends on your policy’s terms, so check your documents or ask your insurer. Even if costs are covered, agree who will be told if you cannot get home, who can reach your pet and who will organise their care. PetKin helps you prepare care information and, with an active Protection subscription, can alert your chosen contacts when someone finds and scans your KinKit QR code. Read about pet insurance, emergency boarding and planning your pet’s care.

Choose a trusted person and a backup who have agreed to help. Arrange safe access to your home privately, leave feeding and care instructions with your vet’s details, and carry a pet emergency card so someone can discover your pets are waiting if you cannot explain. Check that your contacts know the plan and can follow it. See how to prepare your pet’s care if you’re hospitalised.

No. PetKin is an emergency pet contact and care planning service, not pet insurance. It does not pay vet bills or boarding costs. If someone finds and scans your PetKin QR wallet card or keychain during an emergency, an active subscription enables alerts to your chosen Kin Contacts so they can help care for your pets.

Yes. You can create a personalised Pet Emergency Plan for free, including your pet's important care information, emergency contacts and a printable emergency card. Create your free plan

Choose a trusted person who has agreed to care for your pet, arrange safe access to your home, and leave clear care instructions. It also helps to choose a backup contact and carry information that lets someone know your pet is waiting at home if you’re unable to speak. Read our guide to planning your pet’s care if you’re hospitalised.

When someone scans your PetKin QR code on your key tag or PetKin wallet card, the system instantly sends an alert via SMS, WhatsApp and email to your pet's designated Kin Contacts. No app required to scan the code. Prepare your pet's care with our free personalised checklist.

Your pet's Kin Contacts receive a message letting them know you may not be reachable, with your pet's name, any care instructions you've added, and a link to your pet's profile. They know exactly what to do, because you already set it up.

Yes. Add as many pets as you need. All pets are linked to your QR code. When scanned, alerts go out for all of them at once.

Yes. You get one permanent QR code, linked to your account. It stays active forever, even if your subscription lapses. If your subscription is inactive, alerts won't be sent when the code is scanned, but the code is never reassigned.

Your kit includes a durable PetKin QR keychain tag and a PetKin wallet card. Both display your unique QR code. The kit will be shipped to you when you subscribe. Shipping is currently free for a limited time.

Shipping is currently free (A$0.00) across all of Australia for a limited time, on every plan. We still collect your delivery address at checkout so we can send your KinKit.

We dispatch your KinKit within 1–2 business days. Australia Post Parcel Post generally takes another 2–6 business days after posting. These are estimates; delivery may take longer depending on where the parcel is sent from and to and postal network conditions.

Yes, anytime from your account dashboard to stop future renewals. Your subscription will stay active until the end of your paid billing period. After that, your QR code stays linked to your account but alerts won't be sent anymore. Read our cancellation and refund policy.

We do not offer refunds for change of mind, including unused subscription time, or accept change-of-mind returns of the KinKit. Your rights under the Australian Consumer Law remain unaffected. If your KinKit is faulty, or the service does not meet applicable consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy. Contact hello@petkin.com.au for assistance. Read our refund and returns policy.

Yes. Data is stored on encrypted servers, passwords are never stored in plain text (we use bcrypt hashing), and all traffic runs over HTTPS. We only share your data with Twilio (alerts), Stripe (payments) and SendGrid (email) — and only what's needed. Full details in our Privacy Policy.

No. They don't need an app or an account. They receive an SMS, WhatsApp message and email when your QR is scanned — that's it.

There's a 15-minute cooldown between alerts from the same QR code to prevent spam. After the cooldown, the code works normally again.

Contact us at hello@petkin.com.au. We'll issue you a new QR code, remove the lost one from your account, and transfer all your pet data and Kin Contacts to the new code. A replacement kit will be sent to you.