Support Centre

Paw Promise is a senior pet health tracking service helping pet owners notice early, subtle health changes in ageing cats and dogs.

Yes, our products and services are designed for both senior cats and dogs.

5% of every purchase is donated to animal protection organisations in your pet’s name.

We currently deliver within the UK only.

Standard delivery usually takes approximately 14–21 days.

Yes. PAW PROMISE membership orders include free delivery.

Yes. A signature is required upon delivery to help ensure your order reaches you safely.

Contact us within 24 hours of placing your order.

Please contact us as soon as possible if you need to change your delivery address. Once your order has been dispatched, we may not be able to make changes.

If your order arrives with visible damage, please contact us as soon as possible, preferably within 3 days of delivery. Please provide your Order Number, clear photos and, where helpful, a video showing the issue so we can review it and assist you.

PAW PROMISE does not offer an additional returns policy beyond your applicable consumer rights. If your product is faulty, defective or not as described, please contact us and we will assist you based on the circumstances. Your statutory consumer rights are not affected.

Due to the nature of the product and for hygiene reasons, opened or used Sleep Monitoring Mats are not eligible for general returns. If the product is faulty, defective or not as described, your statutory consumer rights are not affected.

Where a refund is approved, it will be returned to your original payment method. The time it takes to appear in your account may vary depending on your payment provider.

The Sleep Monitoring Mat comes with a 12-month commercial warranty covering eligible product or manufacturing faults.

The commercial warranty does not cover damage caused by incorrect operation, misuse, accidental or physical damage, pet-related damage, liquid or water damage, or other issues not caused by a product or manufacturing fault.

No. If we confirm an eligible product or manufacturing fault, PAW PROMISE will cover the relevant replacement delivery costs.

Yes. You can choose either a monthly or annual membership depending on what best suits you and your pet.

No. Neither monthly nor annual memberships renew automatically, and you will not be charged automatically. If you would like to continue after your current membership period ends, you will need to renew manually.

Your membership begins when your PAW PROMISE device is activated.

No. Each PAW PROMISE membership is linked to one pet.

Your membership services remain available until the end of your current paid membership period. If you would like to continue using PAW PROMISE, you can renew your membership manually.

Renewal benefits or special member offers may be available from time to time. Any applicable benefits will be communicated to you when you renew.

Book a consultation, share your pet’s details, receive a professional health report.

Your PAW PROMISE health reports and related online service content will be delivered by email.

Please contact us as soon as possible. If your report has not yet entered processing, we will do our best to update the relevant information.

Yes. You can download the pet information that is available through your account.

Yes. You are welcome to share your PAW PROMISE health report with your veterinarian for reference.

Because health reports and related services are prepared using the information you provide about your pet, refunds for personal change of mind are generally not available once the relevant service has begun. This does not affect any consumer rights you may have under applicable law.

Please first check that the device has been set up and used according to the product instructions. If the issue continues, contact us with your Order Number and a description of the problem. We may also ask for photos or a short video to help us identify the issue.

Contact us and we’ll help you interpret the data. We’re here to support you.

If your device develops an eligible product or manufacturing fault during the 12-month warranty period, please contact us. Once the issue has been reviewed and confirmed, we will provide the appropriate after-sales support.

No. PAW PROMISE is designed to help pet owners understand and track changes in their pet’s everyday health and lifestyle. It does not provide veterinary diagnosis and is not a substitute for professional veterinary care.

No. The PAW PROMISE Sleep Monitoring Mat is a non-medical-grade device and is not intended to diagnose, treat or prevent any medical condition.

If your pet develops unusual or concerning symptoms, please contact a qualified veterinarian. If you believe your pet needs urgent care, seek professional veterinary assistance immediately.

If you cannot find the answer you need, please contact the PAW PROMISE team. We can assist with orders, memberships, health reports, product use and after-sales support.