File A Claim with PupWorld
At Pupworld, your puppy’s health is our top priority. If you have any health concerns about your puppy, it’s important to contact us immediately by filing a claim.
To file a claim, please include:
- A written diagnosis from a licensed veterinarian (provided within 5 business days of the original diagnosis),
- Your Pet Insurance claim and Summary of Benefits,
- Any related medical records,
- And any additional documents Pupworld may request to review your claim.
Claims must be submitted within 30 days of the original diagnosis date and must include all supporting documentation by that deadline. We’re happy to assist you in gathering any necessary information to complete your claim.
Once we receive the full documentation (no later than 30 days after the diagnosis date), we’ll review your claim to determine how your Health Guarantee may apply.
Coverage Timeline
- Year 1: Claims should be submitted directly to Pupworld, but please note that your breeder is the primary provider of the Health Guarantee during this time—except in cases involving our Prescription Reimbursement Program.
- Years 2 & 3: All claims are handled directly by Pupworld.
Additional Review
Pupworld reserves the right to consult a licensed veterinarian or specialist of our choosing during the claim review process. In certain cases, we may require a second opinion or referral to a specialist for accurate diagnosis.
In the Event of Death
If your puppy passes away, a necropsy report (at the buyer’s expense) confirming the cause of death will be required. If a claim is approved, Pupworld or the breeder may offer reimbursement or a replacement puppy, depending on the situation. Proof of euthanasia and the related veterinary diagnosis must also be submitted.Important:
Any breach of contract may result in your Health Guarantee becoming null and void. Examples of breach may include—but are not limited to—failure to follow claim timelines or provide required documentation. Please review your purchase agreement for full details.
Buyer’s Obligations
To keep your Health Guarantee active and ensure a smooth claims process, please review the following buyer obligations and important limitations.
Breeding Rights
Unless explicitly granted in writing at the time of sale, breeding rights are not included. Any unauthorized breeding will void your Health Guarantee.
Veterinary Care & Breed-Specific Risks
Buyers are responsible for choosing a veterinarian who understands the specific needs and sensitivities of their puppy’s breed. Health Guarantee coverage does not apply to conditions resulting from improper care or mismanagement of breed-specific treatments and vaccines.
Approved Pet Insurance & Reimbursement
Pupworld partners with Trupanion to support you in your puppy’s care.
To be eligible for reimbursement under our Health Guarantee:
- You must first file a claim with Trupanion.
- Provide us with Trupanion’s Summary of Benefits (or a Denial of Benefits letter).
- Pupworld will then review any expenses not covered by Trupanion, excluding deductibles and co-pay amounts.
- Total reimbursement is subject to Pupworld’s liability limits.
Claims related to health conditions identified within the first 14 days of the Health Guarantee must be submitted within that window for coverage consideration.
Dispute & Chargeback Policy
We are here to work with you. If any issues arise, we ask that you contact us directly for resolution. Initiating a chargeback or dispute after your puppy has been delivered without first attempting resolution through Pupworld may be considered a breach of contract. Fraudulent chargebacks may be subject to legal action.
Veterinary Provider Restrictions
Due to ongoing quality-of-care concerns, Banfield Pet Hospital is not an approved provider under the Pupworld Health Guarantee. Please select a licensed veterinarian who is experienced with your puppy’s breed and general care standards.
Defamation & Legal Claims
We value respectful and professional communication. False claims, public defamation, or slander against Pupworld or your breeder—whether online or offline—may result in legal action and the cancellation of your Health Guarantee. If you have concerns, please reach out to us first so we can help.
Total Liability Limits
This Health Guarantee includes Total Liability Limits and a No Double Recovery Clause, which means that any reimbursement or compensation you receive under this agreement is limited to the original purchase price of your puppy.
By accepting this agreement, you (the Buyer) agree that the total liability of Pupworld, your Breeder, and their respective officers, owners, employees, partners, directors, suppliers, or affiliates—regardless of the type of claim or legal theory—shall not exceed the original purchase price paid for your puppy.
This limitation applies to all types of claims including, but not limited to:
- Breach of contract
- Negligence
- Statutory claims
- Claims in tort, equity, or law
- Legal costs, including attorney’s fees and expert witness expenses
Unless otherwise prohibited by law, this clause is binding and represents the maximum exposure for any and all covered claims.
Your State Laws May Offer Additional Rights
Depending on where you live, you may have additional rights under state law. This Health Guarantee does not limit or override any consumer protections you are entitled to under applicable local or state laws.
Mandatory Individual Arbitration & Class Action Waiver
PLEASE READ THIS CAREFULLY — IT AFFECTS YOUR LEGAL RIGHTS.
By purchasing from Pupworld, you agree that any dispute, claim, or controversy between you and Pupworld (or your Breeder) that arises out of or relates to your purchase, this Health Guarantee, or your relationship with Pupworld, shall be resolved through binding individual arbitration.
This means:
- You waive your right to sue in court or have a jury trial.
- You may not participate in a class action or group claim.
This arbitration shall be administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. Arbitration will be conducted by a single licensed arbitrator. These rules are available at www.adr.org.
Scope of Arbitration
This arbitration agreement applies broadly and includes:
- Claims arising out of this agreement or prior agreements.
- Claims related to advertising, guarantees, or warranties.
- Claims arising after the termination of your relationship with Pupworld.
- Claims under any legal theory, including fraud, misrepresentation, negligence, and statutory violations.
How Arbitration Works
- Unless both parties agree otherwise in writing, arbitration will occur in the county where Pupworld or the Breeder operates.
- Arbitration will be resolved by document-only submission (desk arbitration), unless a hearing is requested or deemed necessary by the arbitrator.
- Both parties are responsible for their own legal costs, including attorneys, witnesses, and experts.
- Either party may still file claims in Small Claims Court (if eligible).
Enforcement & Legal Proceedings
Any court of competent jurisdiction may be used to enforce or modify an arbitration award. If a party fails to comply with the arbitration terms, that party will be responsible for any legal costs incurred by the other in enforcing the agreement.
If the arbitration agreement is found to be unenforceable, disputes must be resolved exclusively in the state or federal courts located in the county where Pupworld or the Breeder operates, and you consent to that jurisdiction.
Final Terms & Precedence
This Health Guarantee represents the entire agreement between you, the Buyer, the Breeder, and Pupworld. It overrides any other guarantees, promises, or conflicting terms offered separately by the Breeder or other parties—unless explicitly extended or modified by Pupworld in writing.
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