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Cancel Pets Best: The Right Way
How to cancel pets best and get your refund in australia
What pets best is and why cancellation matters
Pets Best Australia operates as an online pet insurance provider, offering accident-only cover, accident and illness protection, and optional routine care add-ons for dogs and cats. You choose your own annual limits, deductible levels, and reimbursement rates (typically between 70% and 90%), which means you can design a policy that suits your budget and your pet's needs. The company markets tiered options across Essential, Plus, and Elite categories, each with different benefit caps and coverage depths.
If you've decided that Pets Best no longer fits your circumstances, cancelling promptly protects your refund eligibility and ensures you understand the exact date your cover ends. Many customers find themselves stuck because they delay the cancellation request or miss critical cooling-off deadlines. At Stopee, we've helped thousands of consumers navigate pet insurance cancellations, and the difference between knowing your rights and acting on them can mean the difference between a full refund and a reduced one.
When you might cancel pets best
Common reasons to cancel include switching to a competitor with better claims handling, changes in your pet's health status that make the current cover unsuitable, or frustration with service delays and account access issues. Some customers report slow website and app performance, long waits for claims assessment, and unclear communications around premium changes. If your circumstances have shifted or you're unhappy with the experience, cancelling frees you from future charges and may unlock a refund for unused coverage.
The stakes of acting fast
Timing directly affects your refund amount. Pets Best typically calculates refunds on a pro rata basis, meaning you recover only the unused portion of your premium. If you're within a cooling-off period (usually 14 days from purchase), you may be entitled to a full refund regardless of whether you've claimed. Outside that window, delays in submitting your cancellation request cost you money for every day that passes.
Your consumer rights under australian law
Australian Consumer Law protects you when you cancel an insurance policy, and understanding these rights is your strongest lever if Pets Best resists your cancellation or delays your refund.
Cooling-off rights and full refunds
Under the Insurance Contracts Act 1984, you have 14 days from the day you received your policy schedule to cancel without penalty and claim a full refund. This window applies only if you've made no claim on the policy. Pets Best must honour this period, and they cannot deduct any fees or charges. If the company refuses a full refund within this timeframe, you have grounds to escalate to the Australian Financial Complaints Authority (AFCA).
Unfair contract terms and transparency
The Australian Consumer Law prohibits unfair contract terms in insurance policies. If Pets Best imposes unreasonable penalties, hidden fees, or makes cancellation deliberately difficult, those terms may be void. You have the right to clear information about how cancellation works, what refund you'll receive, and when payment will arrive. Stopee recommends keeping all communications from Pets Best in writing; email exchanges, screenshots, and policy documents form a record if you need to lodge a complaint.
Escalation and dispute resolution
If Pets Best refuses to cancel your policy or withholds a refund without clear justification, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA) at no cost. AFCA investigates disputes between consumers and financial firms, and they can order refunds, compensation, and policy corrections. You don't need a lawyer; AFCA's process is designed for individuals. Stopee advises documenting every step: your cancellation request date, the company's response time, and any refund delays. This record becomes vital if your case reaches AFCA.
How to cancel pets best step by step
Cancelling Pets Best requires you to contact the company directly and confirm your request in writing. The process is straightforward if you follow these steps in order.
Step-by-step cancellation via email
- Gather your policy details
- Locate your policy number (shown on your policy schedule or renewal notice).
- Find your pet's name, date of birth, and your account email address.
- Collect any documentation of recent claims or premium payments.
- Draft your cancellation email
- Address it to info@petsbest.com.au (the official email listed on petsbest.com.au/contact).
- Use the subject line: "Cancellation Request - [Your Name] - Policy [Your Policy Number]".
- State clearly: "I request cancellation of my Pets Best policy, effective immediately" or specify your preferred cancellation date.
- Include your policy number, pet's name, and the email address on the account.
- If you're within 14 days of purchase and have made no claim, write: "I am exercising my cooling-off right under the Insurance Contracts Act 1984 and request a full refund."
- Send the email and keep a copy
- Send from the email address linked to your account (this proves identity and reduces processing delays).
- Forward the email to yourself or save it as a PDF for your records.
- Note the exact time and date you sent it; this becomes your official cancellation request timestamp.
- Follow up if you don't hear back within 5 business days
- Pets Best should acknowledge your request and confirm a cancellation date within this timeframe.
- If no response arrives, send a second email marked "Follow-up to Cancellation Request" and include the date of your first message.
- This creates a clear escalation trail if you need to involve AFCA later.
- Confirm your cancellation date in writing
- Once Pets Best responds, they will provide an effective cancellation date and a refund estimate.
- Reply to confirm you accept this date and ask for the exact refund amount and payment timeline.
- Request payment via your original payment method (credit card or bank account).
- Monitor your account for refund arrival
- Ask Pets Best for the expected refund date when they confirm cancellation.
- Most refunds appear within 5 to 14 business days, but delays are common.
- If payment doesn't arrive within 21 days, contact the company again and escalate if necessary.
Cancellation by postal mail (if email is unavailable)
If Pets Best does not respond to email within 7 days, you can send a formal cancellation letter by post to their registered address. Address your letter to: Pets Best Australia, 13 Garema Circuit, Kingsgrove NSW 2208, Australia. Include your policy number, full name, pet's details, and the same cancellation statement from step 2 above. Send it via Australia Post with tracking (Australia Post Signature on Delivery) so you have proof of delivery. Keep your tracking receipt and a copy of your letter.
Refunds, timelines, and what to expect
Your refund amount and timing depend on when you cancel and whether you've made any claims. Understanding these variables helps you plan for the future and know when to follow up if payment is delayed.
How pets best calculates refunds
Pets Best uses pro rata refund calculation for cancellations outside the 14-day cooling-off period. This means they divide your annual premium by 365 days and refund you for each unused day. For example, if you paid $600 for annual cover and cancel on day 100 of your policy, you've used roughly 27% of the year; Pets Best typically refunds around 73% (approximately $438). If you paid monthly, your refund is limited to the current billing period and any unused days within that month.
Pro tip: Ask Pets Best for a written refund calculation before you confirm cancellation. This prevents disputes about the final amount.
Cooling-off refunds (14-day window)
If you cancel within 14 days of receiving your policy schedule and have made no claims, you're entitled to a full refund of all premiums paid. Pets Best cannot deduct fees, administrative charges, or waiting periods. This refund is a legal right, not a courtesy. If the company offers anything less, they are violating the Insurance Contracts Act 1984.
Refunds after claims
Once you've submitted a claim, your refund eligibility changes. Any expenses incurred before your cancellation date remain eligible for reimbursement under the original policy terms, even after cancellation. However, your premium refund is typically reduced if a claim has been processed or is pending. Ask Pets Best whether outstanding claims will affect your refund calculation.
Payment method and timing
Pets Best should refund your money to the payment method you originally used (credit card or bank account). If you paid by credit card, the refund appears as a credit on your statement within 5 to 14 business days. If you paid by bank transfer, the money returns to your account within 10 to 21 business days. Some delays occur if the company receives your cancellation near a weekend or public holiday.
Warning: If your refund doesn't arrive within 21 days of the confirmed cancellation date, contact Pets Best again and request a refund status update. Unreasonable delays are grounds for an AFCA complaint.
Common mistakes when cancelling pets best
Cancelling insurance feels stressful, and rushed decisions often cost you money or leave your pets without cover when you need it. Here's what we see go wrong most often.
Mistake 1: cancelling without checking your claims history
Some customers cancel immediately after a claim rejection, without realizing that unresolved claims affect their refund. If Pets Best is still assessing your claim, your refund may be held until the claim is closed. Contact the company to confirm all claims are final before you submit your cancellation request. This prevents confusion about the refund amount later.
Mistake 2: missing the 14-day cooling-off deadline
The cooling-off period starts on the day you receive your policy schedule, not the day you purchase. If you lose track of this date, your right to a full refund expires. Mark your calendar 14 days from the day your schedule arrives. If you're unsure of the exact date, contact Pets Best and ask them to confirm when your cooling-off period ends.
Mistake 3: cancelling verbally or via social media
Phone calls and social media messages don't create a clear written record, and Pets Best may claim they never received your cancellation request. Always cancel by email or post. This gives you dated proof that you submitted your request, which is essential if a dispute arises or if you need to escalate to AFCA.
Mistake 4: allowing your policy to auto-renew before cancelling
Pets Best may automatically renew your policy at the end of each term, charging your payment method without asking. If you miss the renewal date, you're locked into another billing cycle and your refund shrinks. Cancel before your renewal date. Check your policy schedule for the renewal date and submit your cancellation at least 5 days before it.
Mistake 5: not following up on delayed refunds
Refunds don't always arrive on schedule. If you wait passively, you may miss your window to escalate the complaint. If your refund is overdue, contact Pets Best within 14 days of the promised date. Document the company's delay in writing. This creates evidence for AFCA if you need to lodge a formal complaint.
After you cancel: what happens next
Cancellation doesn't end the moment you send the email. You still have responsibilities and checks to complete to ensure a clean break.
Confirm cover has ended
On your confirmed cancellation date, your Pets Best policy terminates. You and your pet are no longer covered. This means any vet bills incurred after that date are your full responsibility. If you have another pet insurance policy lined up, ensure it starts on or before your Pets Best cancellation date. A gap in cover, even for a few hours, leaves your pet uninsured for emergencies.
Monitor your bank account and email
Watch for your refund to appear within the timeframe Pets Best provided. Simultaneously, monitor your email for confirmation that your policy has been cancelled. If you see a renewal charge after your cancellation date, immediately contact the company and demand a refund. This is unauthorized billing and Pets Best must reverse it.
Save your cancellation confirmation
Keep all emails from Pets Best confirming your cancellation, the effective date, and your refund amount for at least 12 months. These documents protect you if a dispute arises or if you need to make a complaint to AFCA or your state's consumer regulator.
Update your vet records
If Pets Best was your primary insurance, inform your vet that your cover has ended. This prevents confusion if you need to pay out-of-pocket for treatment and claim reimbursement later.
Stopee's checklist: cancelling pets best safely
Use this checklist to ensure you've covered every step and protected your refund eligibility.
| Task | Completed |
|---|---|
| Write down your policy number and pet's details | [ ] |
| Check the date you received your policy schedule (for cooling-off eligibility) | [ ] |
| Review your recent claims history and confirm all claims are closed | [ ] |
| Draft your cancellation email with policy number and your request | [ ] |
| Send the email to info@petsbest.com.au and save a copy | [ ] |
| Receive confirmation from Pets Best with cancellation date and refund amount | [ ] |
| Note the refund timeline and expected payment date | [ ] |
| Confirm your refund has arrived within 21 days | [ ] |
| Check that no renewal charge appears on your statement after cancellation date | [ ] |
| File all cancellation emails and confirmations for 12 months | [ ] |
Contact pets best australia
To submit your cancellation request, use the contact details below. Stopee recommends always sending written communication so you have proof of your request.
Email and postal address
Email: info@petsbest.com.au
Postal address: Pets Best Australia, 13 Garema Circuit, Kingsgrove NSW 2208, Australia
Send cancellation requests by email first. If the company does not respond within 7 days, follow up with a formal letter by post using Australia Post Signature on Delivery to ensure proof of delivery.
If pets best refuses to cancel or delays your refund
If you encounter resistance or your refund is delayed beyond 21 days, you can escalate to the Australian Financial Complaints Authority (AFCA). AFCA investigates disputes between consumers and financial service providers at no cost to you. Lodge a complaint at afca.org.au or phone 1800 931 678. Have your cancellation emails, policy documents, and refund timeline ready when you contact them.
Final thoughts: reclaim control of your pet insurance
Cancelling Pets Best is your right, and understanding the process removes the friction and uncertainty. You control the timeline, your refund eligibility, and your decision to move to a better provider. By acting promptly, cancelling in writing, and following up on your refund, you protect yourself from hidden charges and ensure every dollar you're owed reaches your bank account.
Stopee has helped thousands of consumers cancel pet insurance policies, dispute unfair refund calculations, and escalate cases to AFCA when companies refused to cooperate. Your situation is not unique, and the steps outlined here reflect real cancellations and real outcomes. Whether you're switching providers, cutting costs, or simply unhappy with Pets Best's service, you deserve a smooth exit and a full refund for unused cover. Use this guide, follow the checklist, and don't hesitate to escalate if the company delays or resists. Stopee is here to support smart consumer decisions, and cancelling Pets Best is yours to make.