Legal stuff. Sorted.
Customer Portal Terms of Use
Customer Portal - Terms of Use – Ruff’n’Tumble
The Customer Portal is owned and operated by PetSure (Australia) Pty Ltd ABN 95 075 949 923 (PetSure) for the purposes of:
- facilitating the administration of pet insurance policies; and
- submitting and managing insurance claims.
These Terms of Use apply solely in relation to the registration and log-in to the Customer Portal, and the use of the Customer Portal, for these purposes only and no other aspect or content of the website, or domain name.
Acceptance of Terms of Use
Your access to and use of the “Customer Portal" constitutes your agreement to these Terms of Use. Please read them carefully before proceeding. If you do not agree to these Terms of Use, you must not use or access the Customer Portal.
"We", "our" and "us" refers to PetSure (Australia) Pty Ltd and our related bodies corporate. "You" and "your" refers to the person accessing and using the Customer Portal. "Customer Portal" refers to the information, text, graphics, services and other data contained or available under the domain name www.ruffntumble.com.au or the information, text, graphics, services and other data about our pet insurance products contained or available under the personalised content or specific pet portal pages of a domain name owned and operated by us. These Terms of Use apply to your access and use of the Customer Portal and operate concurrently with the Terms of Use for our website located under the domain name www.ruffntumble.com.au. To the extent of any inconsistency, with regard to your access and use of the Customer Portal, these Terms of Use prevail.
These Terms of Use may change from time to time and all changes will be posted on the Customer Portal pages of our website. By accepting these Terms of Use, you agree that our publishing of an amended version will be sufficient notice of any changes and that your subsequent access to and use of the Customer Portal will constitute your acceptance of those amendments. The Customer Portal enables you to view and manage your policy details, submit claims relating to pet insurance policies that you hold that are provided by us.
The Customer Portal may also contain links to other websites or services operated by third parties (“TP Websites”).
TP Websites are owned, operated and controlled by third parties and not by us. We take no responsibility for TP Websites, and their content or condition, and separate terms and conditions available on the TP Websites, will apply to those TP Websites. We make no representation about the security or accuracy of any information or content contained on any other websites and are not responsible for any loss arising directly or indirectly from using, accessing or attempting to access those websites. The Customer Portal and TP Websites may display third party advertising. We do not recommend or endorse any third-party advertiser, its products or services.
Accessing the Customer Portal
You are only able to access the Customer Portal if you have successfully registered by ‘signing up’ and then subsequently accessing the Customer Portal in accordance with these Terms of Use. You become registered by accurately completing the details requested by us on the sign-up pages of the Customer Portal. The details requested on these pages relate to information about you and your current pet insurance policy you hold that is provided by us. You will then need to verify both your email address and mobile number. Once you are registered, you will then use your ‘login’ (comprising your registered email address and password) to access the Customer Portal.
You are responsible for the selection and protection of your password. You must not provide details of your ‘login’ or password to any other person. You must not allow any other person to use your ‘login’. You must not use another person's ‘login’ and may only use the Customer Portal to view or manage information relating to another person or their insurance policy with their express authority.
Web Analytics
We use Google Analytics and other services to collect data about your interaction with the portal. The purpose of collecting your data in this way is to improve your experience and review suspicious activity when using our site. The types of data we collect with these tools include:
- your device’s IP address may be used to determine location information
- device type, operating system and browser information
- geographic location (city)
- referring domain and out link if applicable
- search terms and pages visited, and documents opened on our portal
- date and time when pages were accessed on our portal.
Terminating access to the Customer Portal
Either party may request to terminate access to the Customer Portal at any time for any reason.
We reserve the right to terminate or restrict your access to the Customer Portal if:
- we believe on reasonable grounds that it is necessary to do so to prevent loss to us or you, including where we suspect that the Customer Portal is being used or will be used for fraud;
- if your use of the Customer Portal is in a manner that violates these Terms of Use.
If we terminate your access (either in whole or in part), we will endeavour to notify you if this occurs. Where your access to the Customer Portal is terminated by us, you must immediately cease using the Customer Portal and not directly or indirectly access or use the Customer Portal and its features and content therein.
Restrictions of Use
The Customer Portal is made available only to genuine bona fide users who hold a current pet insurance policy provided by us. By using the Customer Portal, you warrant that you are such a user. In addition to any activity not explicitly permitted or prohibited above, you must not directly or indirectly or via any third party:
- use the Customer Portal for any other purpose other than as a legitimate customer of ours;
- take any action which may disrupt access to, cause damage to, or interfere with, the proper operation of the Customer Portal including but not limited to the transmission of any material which contains viruses or other computer programs designed to effect or limit the efficient operation of the Customer Portal;
- use, copy, reproduce, disclose, alter, modify or display in public, any content or data from the Customer Portal;
- incorporate into or store any information or data from the Customer Portal in any other website, electronic retrieval system, database, publication or other work in any form;
- create a link to the Customer Portal from another website;
- use the Customer Portal in any manner or form whatsoever, other than as specifically permitted by these Terms of Use;
- use the Customer Portal for any commercial purpose or for any competitive disadvantage to us or our related bodies corporate ;
- use or access the Customer Portal or its content in a way that infringes the intellectual property rights or other rights of any person;
- use the Customer Portal in any manner which is inconsistent with the purpose for which the Customer Portal is provided;
- use the Customer Portal in any manner which is in breach of any laws;
- reverse engineer, disassemble or otherwise attempt to construct or identify the Customer Portal’s source code, formulas or processes;
- do anything which will or may place an unreasonable load on the infrastructure of the Customer Portal;
- publish or disseminate any material which is unlawful, defamatory, indecent, offensive or inappropriate; or
- use the Customer Portal to harass, defame, abuse, threaten or otherwise offend others.
Security
Any online payment you make is immediately processed via a secure payment system and using a recognised payment service provider. We do not retain credit card numbers received via the Customer Portal.
Other security measures we take to protect your information include:
- We encrypt your information provided via the Customer Portal using the Secure Socket Layer Protocol (SSL);
- Our secure web pages display an icon (generally a lock) so you can verify that any information provided via these pages is secure; and
- We assess and apply updates to address security vulnerabilities.
It is also important that you take security measures when using the Customer Portal, including:
- Protecting your personal information, such as usernames, passwords, and policy details, by not allowing anyone to see you entering them, and by avoiding public computers and Wi-Fi usage when using your personal information;
- Password security, including using a unique strong password for your account and not letting your browser save your password;
- Keeping your devices up to date with firewall enabled, anti-malware software, anti-virus software and security updates; and
- Notifying us as soon as possible if you become aware of any security breaches.
Liability
To the maximum extent permitted by law we (including our related bodies corporate, directors, officers, employees, agents and contractors) exclude all liability to you or any other persons for any losses, damages, liabilities, claims and expenses (including but not limited to legal costs and defence or settlement costs) whatsoever, whether direct or indirect or consequential, arising out of or relating to the Customer Portal or being unable to access or use the information or data provided under the Customer Portal howsoever caused, whether in contract, tort including negligence, statute or otherwise.
Indemnity
To the extent permitted by law, you agree to indemnify and keep indemnified us and our related bodies corporate and their respective directors, officers, employees, agents and contractors (“Indemnified Person”) against all actions or claims which may be brought against an Indemnified Person by any person for any loss suffered or incurred including any costs that may be incurred as a result of:
- your breach of these Terms of Use;
- your breach of any other legal obligation or law;
- your acts or omissions;
- your use of the information contained in an email or SMS sent by or on behalf of us to you in connection with your use of the Customer Portal;
- your use of and access to the Customer Portal; and
- your use of and access to our website, TP Websites and services.
Waiver
Any failure or neglect by us to exercise any right, power or remedy under these Terms of Use shall not be construed or deemed to be a waiver of our rights.
Intellectual Property
All intellectual property in the Customer Portal including our trademarks and copyright in the information, text, graphics, services and other data is owned by or licensed for use by us. Except as otherwise provided by law, all other use, copying, storage, adaption, reproduction, dissemination, modification, distribution, transmission, republication, display or performance of all or part of the Customer Portal is prohibited in any form without our prior written approval. Nothing in these Terms of Use constitutes a transfer of any intellectual property rights.
We, our related bodies corporate, and third parties (where applicable) own or licence certain trademarks which appear on the Customer Portal. Unauthorised use of those marks by you is strictly prohibited.
Jurisdiction
The law applicable in the State of New South Wales, Australia will apply to these Terms of Use, use of the Customer Portal, and the resolution of any disputes arising from access to and use of the Customer Portal. You submit to the exclusive jurisdiction of the court and tribunals of the State of New South Wales.
Privacy – Our commitment to you
We are committed to protecting your privacy. Information on how we handle your personal information is available in our Privacy Policy on our website www.petsure.com.au.
.png?width=1529&height=124&name=Vector%206%20(1).png)
Get your dog covered
in under 3 minutes
What am I signing up for? For $40 per month you'll be covered for the following:
- Accidental injuries – common examples include tick bites, snake bites, motor vehicle accidents, broken bones, dog park injuries and more. See PDS for full details
- You pay a $500 excess for each accidental injury; we reimburse 100% of the eligible vet expenses thereafter
- No annual limits, sub-limits or pay out limits
- GapOnly® claiming
- 2-day waiting period (6 months for cruciate ligament injuries)
What's not included:
- Illnesses
- Pre-existing conditions
- Routine health checks and vaccinations
- Other general exclusions
An accidental injury refers to physical harm or an injury to your pet that results from:
- an unexpected and unintended external event that occurs suddenly at a specific time and place; and
- is independent of any illness or any pre-existing condition.
An accidental injury excludes any physical harm resulting from any illness.
Common examples of accidental injuries include motor vehicle incidents, injuries caused by another animal including rough play, falls, snake bites, cuts, toxicity, or swallowing an object that requires removal.
Means a condition that first existed or occurred:
- prior to the commencement date of the first policy period; or
- within any applicable waiting period,
for which you were aware, or a reasonable person in your circumstances could be expected to have been aware, of signs or symptoms of the condition, irrespective of whether the underlying cause of those signs or symptoms has been diagnosed.
A pre-existing condition also includes a related condition of a pre-existing condition.
Some general exclusions include: behavioural conditions, dental, medicated baths and shampoos, accessories, desexing, elective treatments, training, preventative case e.g. vaccines. See PDS for a full list of exclusions.
Enter payment details to start your cover
Offer commences on 16 May 2026 at 12:00am AEST and ends on 30 June 2027 at 11:59pm AEST (Offer Period). The Offer provides eligible customers with one (1) month of insurance policy cover when a new Ruff ‘n’ Tumble Mishap Insurance policy is purchased during the Offer Period (Offer).
The Offer applies to the first month of cover only, from the selected policy commencement date. No premium will be charged for the first month of cover. From the second month onwards, premiums will be charged at the applicable monthly rate unless the policy is cancelled in accordance with the policy terms and conditions.
The DOGLOVERS26 promo code must be entered during the application for this Offer to apply.
The Offer applies to new Ruff ‘n’ Tumble Mishap Insurance policies only, is limited to one Offer per policy, and cannot be used in conjunction with any other offer unless stated otherwise.
The Offer will cease if the policy is cancelled during the first month of cover. Ruff ‘n’ Tumble reserves the right to withdraw, vary, or extend the Offer at any time. Eligibility criteria, exclusions, waiting periods, excesses, and benefit limits apply—refer to the PDS at ruffntumble.com.au. Policies are issued by PetSure (Australia) Pty Ltd.
Offer commences on 1 July 2026 at 12:00am AEST and ends on 30 June 2027 at 11:59pm AEST (Offer Period). The Offer provides eligible customers with one (1) month of insurance policy cover when a new Ruff ‘n’ Tumble Mishap Insurance policy is purchased during the Offer Period (Offer).
The Offer applies to the first month of cover only, from the selected policy commencement date. No premium will be charged for the first month of cover. From the second month onwards, premiums will be charged at the applicable monthly rate unless the policy is cancelled in accordance with the policy terms and conditions.
The DOGLOVERS promo code must be entered during the application for this Offer to apply.
The Offer applies to new Ruff ‘n’ Tumble Mishap Insurance policies only, is limited to one Offer per policy, and cannot be used in conjunction with any other offer unless stated otherwise.
The Offer will cease if the policy is cancelled during the first month of cover. Ruff ‘n’ Tumble reserves the right to withdraw, vary, or extend the Offer at any time. Eligibility criteria, exclusions, waiting periods, excesses, and benefit limits apply—refer to the PDS at ruffntumble.com.au. Policies are issued by PetSure (Australia) Pty Ltd.
Offer commences on 25 August 2026 at 12:00am AET and ends on 31 October 2026 at 11:59pm AET (Offer Period).
Offer provides new customers with two consecutive policy periods (equivalent to two months of cover) free of charge when they purchase a new Ruff ‘n’ Tumble Mishap Insurance policy online during the Offer Period (Offer).
Offer only applies to the first two policy periods from the initial policy commencement date.
Eligible customers will not be charged a premium for the first two policy periods. The Offer will be applied to the premium at the time of purchase and to the premium on the first policy renewal. Premium payments will commence from the third policy period (month 3), provided the policy continues to be renewed and is not cancelled in accordance with the policy terms and conditions.
Promo code RNT2MF must be entered online by the customer at the time of purchase for this Offer to apply.
Offer applies to new Ruff ‘n’ Tumble Mishap Insurance policies only and is limited to one redemption of the Offer per customer during the Offer Period.
Offer cannot be used in conjunction with any other offer unless stated otherwise. Offer is available online only.
No refund or credit is payable if the policy is cancelled during the first two policy periods.
Ruff ‘n’ Tumble reserves the right to withdraw, vary, or extend the Offer at any time, without notice. Eligibility criteria, exclusions, waiting periods and excesses apply—refer to the PDS at ruffntumble.com.au. Policies are issued by PetSure (Australia) Pty Ltd.
Offer commences on 1 November 2026 at 12:00am AET and ends on 30 April 2027 at 11:59pm AET (Offer Period). Offer provides new customers with two consecutive policy periods (equivalent to two months of cover) free of charge when they purchase a new Ruff ‘n’ Tumble Mishap Insurance policy online during the Offer Period (Offer). Offer only applies to the first two policy periods from the initial policy commencement date. Eligible customers will not be charged a premium for the first two policy periods. The Offer will be applied to the premium at the time of purchase and to the premium on the first policy renewal. Premium payments will commence from the third policy period (month 3), provided the policy continues to be renewed and is not cancelled in accordance with the policy terms and conditions. Promo code WES2MF must be entered online by the customer at the time of purchase for this Offer to apply. Offer applies to new Ruff ‘n’ Tumble Mishap Insurance policies only and is limited to one redemption of the Offer per customer during the Offer Period. Offer cannot be used in conjunction with any other offer unless stated otherwise. Offer is available online only. No refund or credit is payable if the policy is cancelled during the first two policy periods. Ruff ‘n’ Tumble reserves the right to withdraw, vary, or extend the Offer at any time, without notice. Eligibility criteria, exclusions, waiting periods and excesses apply - refer to the PDS at ruffntumble.com.au. Policies are issued by PetSure (Australia) Pty Ltd.
Summary
EditPolicy Cover Summary:
- Accidental injuries such as tick and snake bites, motor vehicle accidents, broken bones and dog park injuries. See PDS for full list of inclusions.
- 100% reimbursement of eligible vet expenses after the $500 excess for each accidental injury.
- No annual limits, sub-limits or payout limits.
- Cancel at any time.
- 2-day waiting period (6 months for cruciate ligament injuries).
- GapOnly® claiming.