Welcome to our terms and conditions. These terms and conditions form the basis of the contract between you (the customer) and us (Policy Expert), so it's important that you read them carefully each time you purchase an insurance policy with us. These terms and conditions set out:

• who we are and how you can contact us;
• what services we provide, including any fees and charges; and
• how we use the information you give us.

You should use the information we provide here to decide if our services are right for you.

If you'd like to read our privacy policy, please click here which outlines how we'll use any personal information you give us. By communicating with us or using our services (whether on our website, by phone, email or social media, or in writing) you agree to keep to these terms and conditions and accept our privacy policy.

Please note: in these terms and conditions, 'our', 'we' and 'us' refer to Policy Expert. Policy Expert is a trading name of QMetric Group Limited, which is authorised and regulated by the Financial Conduct Authority (FCA). FCA registered number: 529506, www.fca.org.uk for more information. The FCA is the independent body that regulates financial services. QMetric's registration with the FCA allows us to provide insurance services, intermediation and credit broking.

The registered address of QMetric Group Limited is: 110 Bishopsgate, London, EC2N 4AY and its company registration number is: 07151701, registered in England and Wales.

We have the right to amend these terms and conditions without giving you notice. If you have any questions about the terms and conditions, please get in touch, a member of our team will be happy to help:

Email us at pet@policyexpert.co.uk or call us on 0330 0600 603

By asking a series of questions we aim to identify your insurance demands and needs and provide you with quotes for the products and services that we offer.

We don't offer advice or make recommendations on which of our products or services will suit you best. We'll provide you with all the relevant information relating to our products, however, you need to decide what product you'd like to purchase. If you're still unsure, we suggest you get advice from an independent insurance adviser.

We work with a number of carefully chosen third parties to offer you the products and services that you can buy from us. The full list of these is available here.

We're an authorised intermediary, acting on behalf of our insurer to provide quotes, issue policies, collect premiums and manage claims.

We have the right to add more insurers or change existing insurers, as we see fit, to make sure we maintain the high standards we aim for in offering and providing you with insurance cover.

There's more information on the insurers who are underwriting (providing) your policy in the policy wording or insurance product information documents. Policy documents are available on our website.

If you'd like us to send you paper copies of your insurance documents by standard class post, these are available free of charge. If you require a special mailing of insurance documents (for example guaranteed next day delivery), you'll need to pay any additional postage costs we incur. All documents are available free of charge on our website.

As part of our Privacy Policy, we may communicate with you from time to time if we deem there to be a case for legitimate interest such as communicating with you in relation to the products and services for which you received a quotation, in relation to products and services that are compatible with the original purpose for which we gained your information, or to communicate important updates about our products or services which we think may be of interest to you. You can read more about legitimate interest here.

If you want to opt out of your personal information being processed for marketing communication purposes, you can do so at any point. There are three ways in which you can do this.

• By clicking the unsubscribe link which appears at the bottom of all our marketing emails OR
• By emailing pet-optout@policyexpert.co.uk OR
• By logging into your customer account and changing your preference settings

How to make a payment

You can pay for your policy in full by credit card or debit card, or by monthly payments.

Payments by card

If you use a credit or debit card to pay for a policy, then your payment will be processed on our behalf by one of our payment service providers (PSP). The PSP will keep a record of your credit card or debit card details so that we can use these details at a later date, for example:

• to make a refund;
• take payment for extra insurance products you buy from us;
• to take payment following cancellation of your policy of any amount you owe us
• to take payment for any changes made to your policy mid term
• check your card is still valid for the next year's payments at renewal; and
• to take payment for the renewal of your policy.
• If we make changes to the way in which we use your card details we will send you details of these change via email.

Our PSP stores your card details in an encrypted format and keeps to the Payment Card Industry Data Security Standard, which includes strict requirements for how card details must be handled.

When you purchase a policy and pay monthly

You’re buying a 12-month insurance policy and have chosen to pay the premium in a number of monthly payments, rather than pay the premium in full at the beginning of your policy. Please note, you are not taking out a credit agreement.

Before you buy your policy, we’ll let you know:

• the monthly premium amount that will be collected from you; and
• the date the premium will be collected each month

Once you’ve bought your policy, we’ll pass your personal information and bank details to our trusted partner GoCardless, who’ll collect these monthly premiums on our behalf. They’ll set up a Direct Debit mandate and collect your premiums on the dates we told you about before you bought your policy. You’ll see these payments on your bank account as either “Policy Expert” or “GC re Policy Expert”.

If the collection date falls over a weekend or an English bank holiday, your premium will be collected on the next working day.

If you don’t pay for your premium

If we can't collect your monthly premium, then we’ll try again after 2 working days. If we can’t collect your premium within 15 days from the monthly due date then your policy will be cancelled, and you’ll no longer have cover for your pet. 

We won’t charge you for any failed payments, but your bank or building society may charge you.

How we handle your money

We act as an agent of the insurers on our panel in collecting, holding, receiving or paying (as appropriate) premiums, premium refunds, claims, reinsurance premiums, recoveries and other related money. You are protected because:

premiums are treated as being received by the insurer when we receive them in our bank account; and a premium refund or claims payment is treated as being received by you when you actually receive it.

We arrange the policy with the insurer on your behalf. You do not pay us a fee for doing this. We receive a payment from the insurer, which comes out of the premium you pay. This amount can vary.

Making a change to your policy

Please call us immediately if there are any changes to the information set out in the following documents:

• Your schedule documents
• Your 'Questions and Answers' document

We will use the new details to amend your answers and we will confirm the new quotation. If there is an additional payment due or a refund needed, then we’ll adjust your future monthly payments.

Changes in your circumstances may result in us not being able to offer you cover and your current policy may be cancelled. See 'Our refund policy' below.

How to cancel your policy

You can cancel any policy at any time during the policy term, please get in touch:

Email: pet@policyexpert.co.uk

Call us: 0330 0600 603

Write to us: Customer Relations, Policy Expert Pet, 1st Floor, Exchange House, 450 Midsummer Boulevard, Milton Keynes, MK9 2EA

There is a cooling-off period for you to check that the policy you have bought meets your needs. If we provide you with electronic access to your policy documents, this is the first 14 days from the date you purchase the policy. If we do not provide you with electronic access to your documents, the cooling-off period is 14 days from the date the policy documents are delivered to your correspondence address.

If you cancel your policy, we may charge you a cancellation fee. Please refer to our fee table below.

Any optional extra policies you have bought will also be cancelled on the same date as the main policy is cancelled. If cancellation is within the 'cooling off' period, the optional extra policies will be refunded in full. If the cancellation is after the 'cooling off' period, the optional extras will be charged in full.

Our refund policy

If you cancel a policy and have not made a claim, we will refund you an amount of premium for the period from the cancellation date to the policy expiry date.

If you have made a claim under your policy, or a claim has been made against you by a third party before you cancel then:

• if you have paid in full you will not receive a refund
• if you are paying by direct-debit the full annual premium is due and you will be required to pay any outstanding balance on the instalment agreement.

If you have paid in full by card, we will pay refunds back to the original debit card or credit card you used to buy the policy. If this is not possible (for example, if your card has expired) we will arrange to send the refund via bank transfer. We do not issue refunds via cheque.

If you pay monthly, we will cancel your direct debit.

If a direct-debit payment is due from you within five days of the date you request to cancel, it may not be possible to stop that payment. If so, we will only be able to inform you of an approximate refund amount and will process the cancellation once the payment has completed.

If you have chosen to pay by direct debit your effective date of policy cancellation will be the last date of paid cover, or the cancellation date you request, whichever date is the earliest.

Our right to cancel your policy

We have the right to cancel any policy at any time if there is valid reason for doing so (for example, if you haven't given us the correct information). We'll email you at least 7 days' before cancelling any policy. If you haven't provided us with an email address, we'll send this notification by post to the correspondence address you've provided.

If we identify misrepresentation, fraud or financial crime, we do not have to give you notice and can cancel the policy immediately. If we cancel for this reason and you had paid in full, we will keep your premium. If you pay monthly, you'll still need to pay us the outstanding balance of your premium.

Before your policy is due to end we will let you know by email, phone, or letter if we are able to continue offering you insurance. We aim to give you 14 days' notice of this.

Automatic renewal

If we can offer you renewal terms, we will attempt to renew your policy automatically.

You can opt out of automatic renewal at any time during your policy with us. This can be done online, by using the contact us link or via live chat or, you can call or email us. You can also use the same contact methods to opt into automatic renewal.

Automatic renewal (paid in full policies)

If you have paid for your policy in full we will try and renew your policy using the last payment card details that you used with us.

About one month before automatically renewing a policy, we will pre-authorise your previous payment card with £2. This does not transfer any money to us, but temporarily reduces the money available to spend on your card. After a few days (depending on your bank) this reserved amount is released and is available again on your card.

If we find that your card details have changed, we will ask our payment service provider to update the card details they hold.

These are standard procedures in the insurance and financial services industry. We do this to:

• check that your method of payment is still valid;
• give us time to contact you if there is a problem; and
• make sure that your insurance will renew on time, without a break in your cover.

Please note that if we are unable to update the card details, we will not be able to automatically renew your policy

Automatic renewal (Direct Debit policies)

If you pay monthly for your policy by Direct Debit, we will renew your policy using the same bank details you provided for your previous policy.

What we need from you

You must tell us about any change in your circumstances (based on the answers you gave to our questions) which happens before or during the period of insurance.

It is important that you tell us about a change before it happens or as soon as you know about it. When you tell us about a change we will let you know if it will affect your insurance.

You are legally required to have your pet microchipped. We may request confirmation of your pet's microchip number. If we do ask you, your policy will be invalidated if you do not provide it to us in the time frame that we specify.

We rely on the information you give us when deciding whether or not to offer you an insurance quotation. You must take reasonable care to provide full and accurate answers to the questions we ask when you take out, make changes to and renew your policy. If you do not give us full and accurate information, we or your insurer may cancel your policy (or policies), refuse to pay any claim, pay only part of a claim, alter the extent of your cover or treat your policy as though it never existed. Also, your details may be added to the national Insurance Fraud Register.

Our employees are not paid a sales commission or bonus payment, but instead receive a basic salary for selling and administering insurance policies.

The information, services and products on our website www.policyexpert.co.uk are intended for people who live in the UK, the Channel Islands and the Isle of Man only. They are not meant for people living anywhere else.

Our website is designed to be accessed through its main product home pages and other pages, as we decide. If you access the site through individual pages direct, you may not see important information which you will need to fully understand the products and services we are offering.

Before buying any product or service, we will refer you to certain site pages which contain details of the relevant product or service and important legal or regulatory information, such as the terms and conditions of your purchase. It is your responsibility to read these pages.

If you've registered with us online, please keep your log-in details and password safe to prevent anyone else from accessing your Policy Expert account. You're responsible for all activities that happen in connection with your Policy Expert account, so it's important you contact us straight away if you suspect someone has accessed your account.

We can't guarantee that any emails you send us are secure. So you must not send us confidential information by email, such as your credit-card or debit-card information.

All copyright, trademarks and other intellectual property rights in all material or content in any documents we provide or which are part of our website belong to us or other companies who we have licensed to use it. You are allowed to use this material only if we give you permission to do so. You agree that the material and content in any documents we provide and on our website are only for your personal use.

We do not allow you to use the material and content for any other purpose. You agree not to (and agree not to help anyone else to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create other documents using our material and content. Our website and any documents we provide, whether in hard (printed) or soft (electronic) copy, contain trademarks which belong to QMetric Group Limited. You do not have any rights relating to any of the trademarks.

We have taken all reasonable steps to make sure the information we provide on our website or elsewhere is accurate and complete. However, we do not guarantee that this is the case. Except as set out in these terms and conditions, all guarantees, conditions and other terms implied by law are, as far as this is allowed by law, excluded from your contract with us.

We accept no liability for any losses or damages (whether direct, indirect, special or otherwise) arising out of mistakes in (or details that are missing from) the information we provide on our website or elsewhere. We also do not guarantee that our website and services will never be interrupted. We will not be liable for any losses or damages which arise as a result of these being unavailable. Also, we are not liable for losses or damages which arise out of changes unauthorised third parties make to our website.

We aim to correct any mistakes as soon as possible. However, there may sometimes be an error in the price or type of product or service shown. If this happens we have the right to cancel any contract we have entered into with you and we will offer you a full refund.

When you access and use our website you do so at your own risk. We do not guarantee that using our website or downloading any material from it will not cause damage to any property (this includes loss of data or computer virus).

Nothing in these terms and conditions will exclude, limit or restrict our duties and liabilities to you under the Financial Services and Markets Act 2000, or any conduct of business rules which we must keep to. Also, nothing in these terms and conditions will exclude liability for death or personal injury, or for fraud.

Our website contains links to other websites which are hosted and maintained by third parties. We have no control over the content or security of any such site. If you use these links or access the other websites, you do so at your own risk, and we make no guarantees regarding the content of those websites. We are not liable for any loss or damage which arises as a result of using any other website.

These terms and conditions are governed by the law of England and Wales and are subject to the jurisdiction of the courts of England and Wales.

Terms and conditions for referrals on or after 14th January 2026

Live Policy Expert customers can introduce friends and family to us and, if they purchase a policy, we will give the referring customer a £50 Amazon.co.uk voucher.

The referrer must be a live Policy Expert customer, and the referred person/s must not be or have previously been a customer of Policy Expert.

New customers can buy any product but they must buy their policy directly through our website - policyexpert.co.uk. New customers must not cancel within 60 days of their policy starting for the referral to be valid.

Once this 60 day period has passed, if both referrer and referred friend have not cancelled their policies, we will raise a voucher. Please allow up to 21 days for this voucher to be processed. The voucher will be sent via email from Optimise Media Group (from the email noreply@vouchersent.com).

Our referral program is jointly run between Mention Me and Policy Expert. We track referrals using cookies and various other technologies which allow us both to identify that a purchase has been made, who made it and where it came from. Please note that rejecting cookies may impact our ability to accurately track your referral.

Amazon.co.uk is not a sponsor of this promotion. Amazon.co.uk Gift Cards ("GCs") may be redeemed on the Amazon.co.uk website towards the purchase of eligible products listed in our online catalogue and sold by Amazon.co.uk or any other seller selling through Amazon.co.uk. GCs cannot be reloaded, resold, transferred for value, redeemed for cash or applied to any other account. Amazon.co.uk is not responsible if a GC is lost, stolen, destroyed or used without permission. See www.amazon.co.uk/gc-legal for complete terms and conditions. GCs are issued by Amazon EU S.à r.l. All Amazon ®, ™ & © are IP of Amazon.com, Inc. or its affiliates.

Terms and conditions for referrals between 26th February 2025 - 13th January 2026

Successful referrers will receive a £30 Amazon.co.uk voucher. Their introduced friend will also receive a £30 Amazon.co.uk voucher.

To qualify, the referrer must be a live Policy Expert customer.

The referred friend must buy a pet insurance policy from Policy Expert, either on policyexpert.co.uk, or over the phone. Both parties’ vouchers are subject to a 90-day validation period, starting from the policy start date. The referred person’s new policy must remain live for the full 90 days in order for the referral to be considered valid.

Vouchers will not be payable if the referred party currently holds, or has previously held, a Policy Expert pet insurance policy. Friends can only be introduced once.

The voucher will be sent to both parties via email from Optimise Media Group (from the email noreply@vouchersent.com). The vouchers will be sent within 21 days of the validation period lapsing.