Frank | Joii Pet Care

Terms and Conditions

These terms apply to access to the Joii Pet Care service made available to eligible Frank customers.

  1. Eligible customers with an active cat or dog policy arranged under the Frank brand may access the Joii Pet Care service, including vet video consultations, at no additional cost.
  2. Use of the service is limited to pets insured under an eligible Frank policy.
  3. There is no stated limit on the number of free vet consultations an eligible customer may request through Joii Pet Care.
  4. To register for Joii Pet Care, you must provide the same name and email address listed on your insurance policy. We will share your name, address, email address and pet details with them.
  5. Registration can be completed either through the website https://app.joiipetcare.com/welcome or by downloading the Joii Pet Care app and selecting the registration option for Frank customers.
  6. Joii Pet Care can only be accessed through the website https://app.joiipetcare.com/welcome or the Joii Pet Care app.
  7. Joii Pet Care must not be used in any life-threatening or emergency situation involving your pet. In an emergency, you should contact your own vet immediately.
  8. Frank accepts no responsibility if a customer registers with Joii as a non-Frank customer and, as a result, becomes liable for consultation charges.
  9. Joii Pet Care will collect and store certain information in order to set up and manage your pet profile and related services. This may include: the species, age, breed, sex and neuter status of each pet; clinical history for pets entering consultations; the email address of each owner; and, where a Joii product has been purchased for delivery, the name and address of the recipient and delivery location.
  10. Information entered into Joii may be shared with Frank and/or Trusted Insurance Services Ltd, including veterinary consultation notes where a claim is later made or where the information is otherwise needed for policy administration.
  11. If prescribing rules or service availability are subject to regional or regulatory restrictions, Joii vets will confirm during the consultation whether medication prescribing is available in your area. Any material change to the service will be communicated.
  12. Joii vets and vet nurses cannot discuss the details of your Frank policy. For policy queries, please contact the Frank Customer Success team at info@frankpetinsurance.co.uk.
  13. Frank may amend these terms and conditions, or withdraw the offer, at any time.