Paws rewards: terms and conditions

Effective from Monday 23 November 2026.

These terms cover Paws, the rewards program at thepetstandard.com.au. On our site, Paws members are called The Pack. Please read them alongside our Terms of Service and our Privacy Policy.

Nothing in these terms limits your rights under the Australian Consumer Law.

1. Who runs Paws

Paws is run by The Pet Standard Pty Ltd (ABN 25 697 083 060), "we" or "us". Questions go to hello@thepetstandard.com.au or 1300 414 191.

2. Membership

• You're a member when you place an order with us. It's free, and there's nothing to sign up for.
• You need to be 18 or over, which our Terms of Service already require to buy from us.
• Your Paws belong to the customer account linked to the email address on your orders. One membership per person.
• Guest orders earn Paws too. To see your balance and redeem, sign in to your account with the same email address you order with.
• If you were a member before 23 November 2026, your balance and tier carried over unchanged on that date.

3. Earning Paws

Examples: a A$40.50 order at Companion earns 40 Paws. A A$70 order at Best Friend (1.25×) earns 87 Paws.

When Paws appear. Order Paws are added once the order is paid. They usually appear by the next morning, and always within 3 days. Pet, birthday, streak and subscription Paws are added on the same schedule.

Prices and GST. Paws are worked out on the price you pay, including GST where it applies.

4. When Paws are taken back

• If an order is refunded, cancelled, or a payment dispute is decided against us, the Paws it earned are taken back. For a part refund, only the Paws on the refunded part are taken back. A refund of shipping alone doesn't change your Paws.
• The +100 for starting a subscription is taken back if that first order is fully cancelled or refunded. A later subscription can earn it again.
• Your balance can go below zero when Paws are taken back. Paws you earn later bring it back up. You can't redeem while your balance is below zero, or while a recent refund is still being processed.

5. Tiers

• Lifetime Paws are all the Paws you've earned, less any taken back. Redeeming doesn't reduce them.
• You move up a tier as soon as your lifetime Paws reach its threshold.
• Tiers never drop. Redeeming doesn't lower your tier, and neither does a later reversal of Paws.
• Priority email replies: emails from Best Friend and Soulmate members are answered first.
• Soulmate 1:1 session: once you reach Soulmate, you can book one 1:1 session with an independent vet nutritionist or trainer, on the same terms as the Expert Line Session in section 6.5. Email us to book. It's one session per member.

6. Redeeming Paws

Sign in to your account, open the Paws tab and choose a reward. You'll see what it costs and its conditions before you confirm. The Paws come off your balance when you confirm.

• If we can't provide a reward you've confirmed, your Paws go back into your balance.
• We email you a receipt for every redemption. A$10 codes always appear in your account under Your codes.
• Limits: from 16 December 2026, you can redeem up to 2 A$10 codes and Pawback Donations combined in any 24 hours. First Dibs Access can be redeemed once.

6.1 A$10 off code: 1,000 Paws

• A$10 off one-time-purchase items. It doesn't apply to Subscribe & Save items or shipping.
• It can't be combined with other discount codes.
• It works only for the account it was issued to. Use it signed in, or with the same email address at checkout.
• Single use, with no expiry and no minimum spend. If your order is under A$10, the unused value isn't kept.
• If an order that used a Paws code is cancelled or fully refunded, we'll give you a replacement code.

6.2 First Dibs Access: 500 Paws

• Sign up for a back-in-stock alert on a sold-out product, and you'll hear about the restock ahead of shoppers without First Dibs.
• Restocks only, not new products. Stock can be limited, so a restock alert isn't a promise you'll get the item.
• Permanent once redeemed, and it can be redeemed once.

6.3 Birthday Box: 1,500 Paws

• A box of treats and toys for one of your pets, timed for their birthday. Contents vary.
• You need a pet profile with a birthday saved.
• You'll see a ship-by date before you confirm. We aim to post it 10 days before the pet's next birthday. If that's less than 2 days away, we post it within 2 days.
• We post it free to the address on your account, within Australia.
• You can cancel until it ships, and your Paws come back.
• Check the contents suit your pet before giving them, and tell us about any allergies when you redeem.

6.4 Pawback Donation: 1,000 Paws

• We add A$10 to that month's donation to an Australian animal rescue, plus a match of 10% at Best Friend or 25% at Soulmate.
• Pawback redemptions are pooled and donated once a month, in our name. Because we make the donation, it isn't tax-deductible for you.
• Receipts are available on request.

6.5 Expert Line Session: 3,000 Paws

• One 1:1 session with an independent vet nutritionist or trainer, your choice. Sessions are held online and run for about 30 minutes.
• We'll email you within 3 business days to book it. To arrange the session we share your name and email address, and anything you choose to tell us about your pet, with the provider.
• The advice is the provider's own. It doesn't replace your regular vet's care.
• You can reschedule a booked session once. If you miss a session without letting us know beforehand, it counts as used.
• If we can't book a session within a reasonable time, your Paws come back.

7. Changes, pauses and closing Paws

• Changes that help members, such as more Paws or a cheaper reward, apply straight away.
• Changes that reduce what Paws are worth apply only after at least 30 days' notice, both by email to the members affected and on our site. Examples: fewer Paws for something, a dearer reward, a higher tier threshold, or a reward removed. Until the date in the notice, the current terms apply.
• Obvious errors. If we publish an obvious error in the program, such as a mistyped number, we can correct it within 72 hours. Redemptions already completed stand.
• Pauses. We may briefly pause redeeming for maintenance or to fix a problem. Earning carries on, and Paws earned during a pause are added afterwards. Redemptions already confirmed are honoured.
• A reward we can't provide. If something outside our control stops us providing a reward, such as a provider becoming unavailable, we may stop new redemptions of it straight away. We'll say so on the site, and redemptions already confirmed are honoured.
• Holiday closures. During a closure we've announced, Birthday Boxes ship and sessions are booked from the reopening date.
• Closing Paws. We'll give at least 30 days' notice by email and on the site, and you can redeem throughout the notice period.

8. Fairness and corrections

• Paws are for your own use. They have no cash value. They can't be bought, sold, transferred or combined with another member's Paws, and they can't be exchanged for cash or store credit.
• Paws don't expire.
• If Paws are added or taken away in error, such as a duplicate, we'll correct your balance and tell you why.
• If we reasonably believe Paws were earned or redeemed through fraud or abuse, such as fake orders, multiple accounts, or orders placed to be returned, we may reverse those Paws, hold redemptions while we look into it, or end the membership. We'll tell you why, and you can reply to explain.

9. Leaving

• You can leave Paws at any time by emailing hello@thepetstandard.com.au. When you leave, your Paws are cancelled and can't be restored, so redeem anything you want first.
• Closing your customer account also ends your membership and your Paws.

10. Your information

Paws uses your order history, your pet profiles, your Paws activity and your email address. We use them to work out Paws, provide rewards, and send receipts and notices about changes to Paws. Those service emails are sent whether or not you've subscribed to marketing emails. Our Privacy Policy explains how we handle your information.

11. General

These terms are governed by the laws of New South Wales. If any part of them can't be enforced, the rest still applies.