How long do refunds take, and how do I confirm mine is processed?

If you're due a refund, here's what to expect 💛

A refund applies in certain cases, for example cancelling an annual plan with no claims (you'll receive a pro-rated refund from the cancellation date). Refunds go back to your original payment method or registered bank account.

How long it takes: refunds handled on our side usually come through within about 2 weeks. If your premium has already been passed to our insurer, the refund has to come from the insurer instead, and that can take longer, in some cases up to 1 to 2 months. When that happens, we follow up with them to speed it up on your behalf.

If you're on a monthly plan and were double charged: that refund is on our side, and we can process it within 1 to 2 weeks. Just let us know and we'll get it sorted.

How to confirm your refund is on its way:

• Keep an eye on the account or card you originally paid with.
• We'll let you know once your refund has been processed on our end.
• If it hasn't arrived within the expected window, message us with your policy details and we'll trace it for you 🐾

A quick note: refunds only apply in specific cases. Monthly premiums already paid are non-refundable, and annual plans with claims submitted aren't eligible for a refund.

Refund eligibility after a rejected or withdrawn claim

For annual policies, you can cancel before your policy expires and receive a pro-rated refund from the date you tell us, as long as no claim has been paid or approved on the policy.

If you did submit a claim but it was rejected or withdrawn, and you have no other approved or paid claims in the current policy year, you are still eligible for the pro-rated refund.

Once a claim has been approved or paid, the policy is no longer eligible for a refund, and any remaining premium for the year still needs to be settled.