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petdirect.co.nz Limited (“Petdirect”) - Pet Perks Loyalty Programme Terms and Conditions

These Programme Terms were last updated and take effect on 21 October 2026.

1. Introduction and Acceptance of Terms

a) About the Programme: The Pet Perks Loyalty Programme (the “Programme”) is operated by Petdirect. It rewards Pet Perks Members with Points, Rewards, Status Tiers and other benefits when they shop with us in Stores and on the Website.

b) Commencement: The Programme starts on 21 October 2026 (the “Commencement Date”).

c) Part of our Terms: These Programme Terms form part of, and must be read together with, our Standard Terms and Conditions (the “Terms”), our Privacy Policy, and the other policies referred to in these Programme Terms. Words defined in the Terms have the same meaning here.

d) Which terms apply first: If there is any inconsistency about the Programme, the following order applies: (i) the specific terms of a promotion, but only for that promotion; (ii) these Programme Terms; then (iii) the Terms and our other policies.

e) Acceptance: You agree to these Programme Terms if, on or after the Commencement Date, you remain or become a Pet Perks Member, make a purchase while signed in to your account or after identifying your membership in Store, or earn or redeem Points. If you do not agree, please do not earn or redeem Points. You may ask us to close your account at any time (see clause 8(g)).

f) No fee: The Programme is free to join. You do not need to buy anything to become a Pet Perks Member.

g) Your consumer rights: Nothing in these Programme Terms limits any rights you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other law that cannot be excluded.

2. Definitions

a) Existing definitions: Words defined in clause 2 of the Terms, including Credit, Guest Checkout, Pet Perks Member, Product, Stores, User and Website, have the same meaning in these Programme Terms.

b) Additional definitions: In these Programme Terms:

“Anniversary Period” means the 12-month period for which you hold your Status Tier and over which your Qualifying Spend is measured for your next reassessment. Your first Anniversary Period starts on your Enrolment Date or, for existing members at launch, is your Initial Anniversary Period. Each later Anniversary Period starts when the previous one ends under clause 5(e), or on the date you move up a Status Tier under clause 5(d).

“Base Points” means the Points described in clause 4(a).

“Enrolment Date” means the date of your first purchase made while signed in to your account online, or after identifying your membership in Store. For Pet Perks Members who joined before the Commencement Date, this is the date of that first purchase, even if it was before the Commencement Date.

“Initial Anniversary Period” means, for a Pet Perks Member who made a purchase before the Commencement Date, the period starting on the date of their last purchase before the Commencement Date and ending 13 months later. If that end date falls on or after the Commencement Date but before 18 November 2026 (28 days after the Commencement Date), the period is extended to end on 18 November 2026.

“Points” or “Pet Perks Points” means points credited to your account under these Programme Terms.

“Programme Terms” means these Pet Perks Loyalty Programme Terms and Conditions.

“Promotional Points” means the Points described in clause 4(c).

“Qualifying Spend” means the amount you actually pay us (including GST, after any discounts) for Products bought in Stores or on the Website while identified as a Pet Perks Member, excluding the amounts listed in clause 4(b).

“Redemption Interval” means each of the Point levels at which Rewards may be redeemed, set out in clause 6(a).

“Reward” means a Product, Reward Voucher or other benefit you may choose when redeeming Points.

“Reward Voucher” means a Credit issued to you under clause 6(e) or clause 10(c).

“Rolling Qualifying Spend” means, on any date, your Qualifying Spend in the 12 months ending on that date.

“Shopping Anniversary” means each anniversary of your Enrolment Date.

“Shopping Anniversary Bonus Points” means the Points described in clause 5(h).

“Status Tier” means the Sidekick, Companion, Soulmate or VIP tier described in clause 5.

“Tier Benefits” means the benefits for each Status Tier set out in clause 5(g).

3. Eligibility and Account Registration

a) Who can participate: Every Pet Perks Member is eligible for the Programme. You are automatically enrolled, free of charge, from your Enrolment Date.

b) Registering: To become a Pet Perks Member you must register and create an account on the Website or in Store under clause 4 of the Terms. We may decline an application for membership.

c) Personal use only: The Programme is for individuals shopping for their own household’s pets. It is not available for purchases made for resale, distribution or other business purposes (see clause 11 of the Terms).

d) Age: You must be at least 18 years old, or have the consent of your parent or legal guardian to participate. A parent or guardian who gives consent is responsible for the minor’s use of the Programme.

e) One account per person: Each person may hold only one account. Points cannot be combined, pooled or moved between accounts. If you have more than one account in your name by mistake, contact us and we may, at our discretion, move the Points from one account to the other. Qualifying Spend, Status Tier and Shopping Anniversary are not combined.

f) Identify yourself to earn and redeem: To receive Pet Perks pricing and promotional offers, or to earn or redeem Points:

• in Store, you must identify your Pet Perks membership in the way we reasonably require before the transaction is completed; and
• on the Website, you must be signed in to your account when you check out.

g) Guest Checkout: Purchases made using Guest Checkout, online or in Store, do not count towards enrolment and are not eligible for Pet Perks pricing, promotional offers, Qualifying Spend or Points. Points cannot be added retrospectively for a Guest Checkout purchase, including if you later create or sign in to an account.

h) Your details and account security: Clauses 4(c) and 4(d) of the Terms apply to your account, including your obligation to keep your details up to date and your login secure. Please tell us straight away if you think someone else has used your account. To the extent permitted by law, we are not responsible for Points or Rewards redeemed through your account before you tell us. Once you do, we will take reasonable steps to protect your balance.

i) Breeder programme: Accounts on the Petdirect P4P breeder programme are not eligible for the Programme and do not earn Points, Rewards or Tier Benefits.

4. Earning Points

a) Base Points: You earn 1 Base Point for every $1 of Qualifying Spend. Qualifying Spend is rounded to the nearest whole dollar on each item, with 50 cents or more rounded up, so the Points on an order with several items may differ slightly from rounding the order total once. For example, an item costing $67.82 earns 68 Base Points.

b) What does not count as Qualifying Spend: You do not earn Points, and Qualifying Spend does not include, amounts paid for or relating to:

• shipping, delivery or courier fees;
• purchases of gift vouchers or gift cards;
• purchases made using Guest Checkout, or in Store without identifying your membership before the transaction is completed;
• Products bought for resale, distribution or business purposes; or
• any order, or part of an order, that is cancelled, returned or refunded.

c) Promotional Points: From time to time we may offer Promotional Points, for example:

• activity bonuses: a set number of Points for completing an activity, such as a survey or updating a Pet Profile;
• fixed bonuses: a set number of Points for buying a specific Product, a selection of Products or a brand; and
• multiplier promotions: the Base Points earned on a qualifying purchase are multiplied by the advertised factor (for example, “2x points” means double Points).

Promotional Points are available strictly in line with the terms of each promotion and our Promotional Terms & Conditions. We may introduce, change or end any Promotional Points offer at any time, with immediate effect, under clause 9(b). This does not affect Promotional Points you have already validly earned.

d) Tier progression: Only Qualifying Spend counts towards your Status Tier. Promotional Points and Shopping Anniversary Bonus Points add to your Points balance but do not count towards Status Tier progression.

e) When Points are credited: Points are credited to your account once payment for your order has been made. Points are not available to redeem until they have been credited. Points therefore cannot be redeemed in the same order on which they are earned.

f) Cancellations, returns and refunds: If an order is cancelled, returned or refunded in whole or part for any reason, we will remove the corresponding Base Points and Promotional Points from your balance.

g) Missing Points: If you believe Points have not been credited correctly, contact us within 60 days of the purchase with your order number or receipt. We will investigate and correct any error we confirm. Missing Points cannot be claimed for Guest Checkout purchases.

h) Nature of Points: Points are a reward for shopping with us. They are not property, have no cash value, cannot be bought, and are non-transferable.

5. Status Tiers and Tier Benefits

a) Status Tiers: Your Status Tier depends on your Qualifying Spend, measured as described in clauses 5(c) to 5(e):

b) New members: Pet Perks Members who join on or after the Commencement Date start at Sidekick on their Enrolment Date. Their first Anniversary Period starts on that date.

c) Existing members at launch: On the Commencement Date, Pet Perks Members who made a purchase before the Commencement Date will be placed in the Status Tier matching their Qualifying Spend in the 12 months before the Commencement Date, with Tier Benefits available from the Commencement Date. They hold that Status Tier for their Initial Anniversary Period (see clause 2(b)).
During the Initial Anniversary Period, Rolling Qualifying Spend includes Qualifying Spend made before the Commencement Date.
If the Initial Anniversary Period ends before the Commencement Date, the member starts at Sidekick and their first Anniversary Period starts on the Commencement Date.
Every member starts with a Points balance of zero on the Commencement Date, and no Points are earned for purchases made before the Commencement Date.

d) Moving up during an Anniversary Period: You move up to a higher Status Tier from the date of the purchase that takes your Rolling Qualifying Spend to that Status Tier’s threshold. You may move up more than one Status Tier at once. For example, a Sidekick member whose Rolling Qualifying Spend reaches $1,000 moves straight to Soulmate. A new 12-month Anniversary Period then starts on that date, and you hold the new Status Tier for that Anniversary Period. Moving up does not reset your Rolling Qualifying Spend.

e) Reassessment: When an Anniversary Period (including an Initial Anniversary Period) ends, other than by you moving up under clause 5(d), your Status Tier for the next Anniversary Period is set by your Qualifying Spend in the last 12 months of the Anniversary Period just ended. Your Status Tier may stay the same or go down. A new 12-month Anniversary Period then starts.

f) Refunds: A refund reduces the Qualifying Spend of the Anniversary Period in which the original purchase was made by the refunded amount. If a refund means you no longer meet the threshold for a Status Tier you moved up to under clause 5(d), we may reverse that move from the date of the refund, including the new Anniversary Period that started with it.

g) Tier Benefits: The Tier Benefits are:

h) Shopping Anniversary Bonus Points: On each Shopping Anniversary, we will credit the Shopping Anniversary Bonus Points for the Status Tier you hold on that date. Shopping Anniversaries run every 12 months from your Enrolment Date and are separate from your Anniversary Periods. For existing members, the first Shopping Anniversary Bonus Points are credited on the first Shopping Anniversary after the Commencement Date.

i) Customer Care consultations: Consultations provide general pet care and product guidance from our Customer Care team. They are not veterinary advice and do not replace consulting a veterinarian.

j) Priority shipping and free returns: Priority shipping means your eligible orders are prioritised for dispatch. It does not guarantee a delivery date, and clause 7 of the Terms continues to apply. Free returns means we will cover the return shipping cost for returns we accept under our Returns Policy.

k) Reasonable use: A reasonable use policy applies to the Customer Care consultation, Dedicated Customer Care line, priority shipping and free returns benefits. If your use is excessive or inconsistent with personal use, we may reasonably limit that benefit and will tell you if we do.

l) Changes to Tier Benefits: We may change the Status Tiers and Tier Benefits under clause 9.

6. Redeeming Rewards

a) Redemption Intervals: You may redeem Points for Rewards only at the following Redemption Intervals: 300, 600, 900, 1,200, 1,500, 2,000 and 3,000 Points.

b) Whole intervals only: You cannot redeem part of a Redemption Interval or a number of Points between intervals. Any Points not redeemed stay in your balance, subject to clause 7.

c) Not on the same order: You cannot redeem at a Redemption Interval on the same order that earns the Points needed to reach that interval.

d) Reward selection: At each Redemption Interval we will offer a selection of Rewards for you to choose from, shown on the Website or in Store. Rewards are subject to availability. Some are limited-time offers and may not be offered again or be available to order. We may change the Rewards offered at any time, with immediate effect, under clause 9(b).

e) Reward Vouchers as a Reward option: We may choose to offer a Reward Voucher as one of the Rewards at any Redemption Interval, in the value we set for that interval. We may introduce, change or withdraw Reward Voucher options under clause 9(b). If you choose a Reward Voucher, it is issued to your account straight away, and the Points for that Redemption Interval are deducted when it is issued. Clauses 6(i), 6(j), 6(k) and 7(d) apply to Reward Vouchers.

f) Oldest Points used first: When Points are deducted for a Reward, your oldest Points are used first. This matters because each Point expires individually (see clause 7(a)).

g) Receiving your Reward and deduction of Points: Except for a Reward Voucher under clause 6(e), your Reward will be supplied with your next online, Autodeliver or Click and Collect order, and the Points for that Redemption Interval are deducted from your balance when that order is placed. In Store, you choose from the Rewards that Store has in stock, and the Points are deducted when the Reward is handed to you at the counter. If you select a Reward online and it has not been included in an order within three months of selection, the selection lapses and no Points are deducted.

h) Rewards out of stock: If a Reward you chose is out of stock when it is due to be supplied, we will not substitute another Reward. We will notify you, return the Points to your balance, and you may choose again from the Rewards then available.

i) No cash value and non-transferable: Points, Rewards and Tier Benefits have no cash value. They cannot be sold, transferred, assigned, exchanged for cash, or used to buy gift vouchers or gift cards. The only exception is a Reward Voucher issued under clause 6(e). Rewards cannot be substituted for other Products, except for the choices we offer at the relevant Redemption Interval.

j) Reward Vouchers: Reward Vouchers are Credits and are governed by our Credit Terms & Conditions, including the expiry period in clause 7(d).

k) Confirmed redemptions: You may change or cancel a selected Reward up until the order containing it is placed, or until the Reward is handed to you in Store. A Reward Voucher cannot be changed or cancelled once it is issued. After this Reward confirmation, it cannot be reversed or exchanged for a different Reward unless we agree or the law requires. Change-of-mind returns do not apply to Rewards. If a Reward is faulty, your rights under the Consumer Guarantees Act 1993 apply, and we will repair, replace or re-credit the Points as appropriate.

7. Expiry of Points and Vouchers

a) 18-month expiry: Each Point expires 18 months after the date it is credited to your account. Points expire individually, based on when each was earned, not as a single balance.

b) Checking your balance: You can view your Points balance and upcoming expiry dates in your account on the Website. We may send you reminders about expiring Points, but we are not required to.

c) Expired Points: Expired Points are removed from your balance and cannot be reinstated, unless they expired because of our error or during a suspension that is lifted under clause 8(d).

d) Reward Vouchers: Each Reward Voucher expires on the date or within the period we show when we offer it, which may be shorter than six months (for example, “use within two weeks”). If we do not show an expiry, it expires six months from its date of issue, in line with our Credit Terms & Conditions. Expiry dates cannot be extended.

e) Closure or termination: Points are also cancelled if your account is closed (clause 8) or the Programme ends (clause 9).

8. Audit, Account Suspension and Termination

a) Audit: We may monitor and audit any account, Points balance, Status Tier or redemption to check compliance with these Programme Terms. We may ask you for reasonable information to verify your identity or a transaction. Information is handled under our Privacy Policy.

b) Prohibited conduct: You must not, and must not try to:

• earn or redeem Points, Rewards or Tier Benefits through fraud, deception or misrepresentation;
• hold or use more than one account to gain extra Points, Rewards or benefits;
• claim Points on purchases made by other customers, or use your membership on purchases for resale or business purposes;
• buy Products to earn or redeem Points and then return them in a way intended to keep the benefit;
• sell, transfer or trade Points, Rewards or account access;
• misuse a promotion or exploit a pricing, Points or system error;
• tamper with or access, without authority, our systems or the Website (see clause 3 of the Terms); or
• abuse, threaten or harass our staff.

c) What we may do: If we reasonably suspect a breach of these Programme Terms or the Terms, or an error, we may:

• withhold or delay crediting Points while we investigate;
• cancel pending redemptions;
• reverse Points, Rewards, Reward Vouchers or Status Tiers awarded in error or through a breach;
• suspend your participation in the Programme;
• terminate your membership under clause 4(g) of the Terms and cancel your Points; and
• refuse future membership, and recover the value of Rewards obtained through fraud.

d) A fair process: Where practicable, and unless it would prejudice an investigation or involves suspected fraud, we will tell you before acting and give you a chance to respond. If we find no breach, we will lift any suspension and restore affected Points, including Points that expired during the suspension, within a reasonable time.

e) Errors: If Points, Rewards or a Status Tier are awarded or credited in error, for example because of a calculation error, a pricing error or a technical malfunction, we may correct them at any time, including by removing those Points from your balance. If we have failed to credit Points you are entitled to, we will correct this once confirmed.

f) Effect of termination: If your membership is terminated under this clause 8, your Points, Status Tier and any unclaimed Rewards are cancelled without compensation, to the extent permitted by law.

g) Closing your account: You may close your account at any time by contacting us. When your account is closed, your unredeemed Points, Status Tier and unclaimed Rewards are forfeited. Reward Vouchers already issued remain subject to our Credit Terms & Conditions.

9. Modification or Termination of the Programme

a) Changes to the Programme: We may change these Programme Terms or any part of the Programme, including earn rates, Status Tier thresholds, Tier Benefits, Redemption Intervals and expiry periods. Changes are made in accordance with clause 12(b) of the Terms: we will post them on this page on the Website and update the “last updated” date. For a change that is materially adverse to you, we will also take reasonable steps to tell you directly, for example by email.

b) Changes with immediate effect: The following may be introduced, varied, replaced or withdrawn at any time, with immediate effect:

• Promotional Points offers and activities (clause 4(c));
• the Rewards offered at each Redemption Interval (clause 6(d));
• changes that are neutral or beneficial to Pet Perks Members; and
• changes reasonably required by law, a regulator, or to address fraud or a security risk.

c) Points already earned: A change will not cancel Points already credited to your account, or shorten the expiry period of those Points, except under clause 8 or clause 9(d). A change will not affect a redemption we have already confirmed.

d) Ending the Programme: We may suspend or end the Programme by giving at least 30 days’ notice on the Website and by email. You may continue to redeem Points during the notice period. Unredeemed Points are cancelled when the Programme ends, without compensation. Reward Vouchers already issued remain valid under our Credit Terms & Conditions. If we must suspend or end the Programme because of events beyond our reasonable control or a legal requirement, we will give as much notice as reasonably practicable.

e) Replacement programme: If we replace the Programme, we may transfer your Points or Status Tier to the new programme on terms we tell you in advance.

f) Your choice: If you do not agree with a change, you may stop participating and close your account under clause 8(g). If you keep participating after a change takes effect, you accept the change.

g) Relationship with the Terms: This clause 9 applies to the Programme in addition to clause 12(b) of the Terms.

10. Liability, Consumer Law and General

a) Consumer guarantees: Rewards supplied to you are covered by the Consumer Guarantees Act 1993 in the same way as Products you buy. Nothing in these Programme Terms excludes or limits those rights, or your rights under the Fair Trading Act 1986. If you use the Programme for business purposes, clause 9(d) of the Terms applies.

b) Limits on our liability: To the maximum extent permitted by law, we are not liable for any loss or damage arising from:

• the Programme or the Website being unavailable, or delays in crediting Points caused by system outages;
• the availability of any particular Reward;
• a change to, or the suspension or ending of, the Programme made in line with clause 9; or
• use of your account by another person before you tell us about it.

c) Our maximum liability: To the maximum extent permitted by law, if we are responsible for an error about your Points or a Reward, our liability is limited to reinstating the Points, or supplying the Reward or a Reward Voucher of equal value. Clause 9 of the Terms (disclaimer, limitation of liability, indemnity and warranties) also applies to the Programme.

d) Programme communications: We will send you service messages about your Points balance, Rewards, Status Tier and changes to the Programme. Opting out of marketing communications under clause 6 of the Terms does not stop these service messages.

e) Privacy: Personal information collected through the Programme is handled under our Privacy Policy.

f) Our discretions: Where these Programme Terms allow us to make a decision or exercise a discretion, we will do so reasonably and in good faith.

g) Severability and waiver: If any part of these Programme Terms is unenforceable, the rest continues to apply. If we do not enforce a right straight away, we have not given it up.

h) Governing law: Clause 12(c) of the Terms applies. These Programme Terms are governed by New Zealand law.

i) Contact and complaints: If you have a question or complaint about the Programme, contact us at support@petdirect.co.nz or on 0800 200 240. We will aim to resolve it promptly and fairly. This does not affect your right to take a claim to the Disputes Tribunal.