Everything you need to know about PetSOLV, our services, your rights and how we protect your information.
General service and purchasing terms.
Membership, benefits and waiting period.
How we collect and use information.
Website cookies and measurement.
General service and purchasing terms.
General service and purchasing terms.
Last updated: 28 September 2026These Terms & Conditions (Terms) govern your use of the PetSOLV website and your purchase or use of PetSOLV services in Australia. PetSOLV Australia is a registered business name operated by Andrew John Durieux trading as PetSOLV Australia, ABN 95 211 209 922 (we, us, our or PetSOLV).
By purchasing a PetSOLV service, submitting a campaign, creating or using a PetSOLV account, or otherwise using a paid PetSOLV service, you agree to these Terms.
If you purchase a Protection Plan, the Protection Plan Terms also apply. If there is an inconsistency, the more specific Protection Plan Terms apply to that Protection Plan.
PetSOLV is a missing-pet advertising and community-awareness service. We use digital advertising technology to increase local visibility of a missing pet.
PetSOLV is not a pet-location service, emergency service, private investigator, animal-control service or guaranteed pet-recovery service. We do not guarantee that a missing pet will be found or recovered, that any particular person will see an advertisement, or that a particular tip or sighting will be accurate.
Unless the purchase page states otherwise, a standard PetSOLV Urgent campaign includes 20,000 digital advertising impressions geographically targeted around the search area nominated by you.
Campaigns are normally launched with a frequency cap of one advertising impression per device per day. This is an initial media setting, not a guarantee of unique-device delivery. The same device may receive another impression on a later day, and PetSOLV may reasonably adjust frequency where needed to complete delivery.
Where available advertising inventory is insufficient within the nominated search area, PetSOLV may progressively expand the geographic radius or adjust frequency settings where reasonably necessary to complete campaign delivery. Any adjustment must remain reasonably directed to reaching people in the local area in which the missing pet could plausibly be located. If the contracted impressions cannot reasonably be delivered while maintaining meaningful local relevance, PetSOLV will consult you about revised targeting or provide an appropriate remedy for the undelivered portion in accordance with the Refund, Cancellation & Re-performance Policy and Australian Consumer Law.
The campaign deliverable is the contracted number of digital advertising impressions. PetSOLV does not represent that 20,000 impressions means 20,000 unique people or 20,000 unique devices. Website, checkout and advertising copy should describe the paid deliverable as advertising impressions and must not state or imply a guaranteed number of unique people, neighbours, phones or devices reached.
We prepare and submit Urgent campaigns for advertising approval as soon as commercially practicable after receiving all information and content reasonably required to launch the campaign. Our operational target is ordinarily to submit a complete Urgent campaign on the same day it is received. This is a service target rather than a guaranteed fixed deadline because advertising-platform approval, RTB inventory availability, geography, market conditions and technical availability can affect launch and delivery.
PetSOLV recognises that an Urgent campaign is time-sensitive and will use reasonable care and skill to progress it without avoidable delay. Where no specific delivery time has been agreed, the service will be supplied within a reasonable time having regard to the urgent purpose of the campaign and the circumstances affecting third-party advertising delivery.
You must provide information that is accurate, current and sufficient for us to prepare the campaign. This may include the pet’s name, species, breed, colour, distinguishing features, photograph, last-seen location, date and time last seen, and other relevant search information.
You warrant that you own the pet or are authorised by the owner or lawful carer to request the campaign, and that you have the right to provide and authorise use of the photographs, text and other material you submit.
You must promptly tell us if information materially changes, if the pet is found, or if an ownership, custody, theft or other dispute arises.
PetSOLV does not publish your residential address, telephone number, email address or other private contact details in campaign advertising as part of the standard service.
We may edit, crop, shorten, omit or generalise submitted content or location information where reasonably necessary to protect privacy or safety, comply with advertising-platform requirements, avoid unlawful or inappropriate content, or improve campaign delivery.
A last-seen location may be described at a street, suburb, neighbourhood or other generalised level appropriate to the campaign without publishing your private residential address.
A payment does not require us to publish unlawful, misleading, harmful or inappropriate material. We may reject, pause or require changes to a campaign where we reasonably believe it breaches these Terms, our Acceptable Use & Campaign Content Policy, advertising-platform rules or applicable law.
We may seek reasonable evidence that you are entitled to request a campaign, particularly where there is an ownership dispute, suspected fraud, suspected misuse of PetSOLV to locate a person, or another safety concern.
PetSOLV campaigns are configured for rapid delivery. Once campaign preparation or media execution has begun, some media expenditure, advertising approvals or delivery instructions may be committed and the campaign may not be capable of being stopped immediately.
If your pet is found after a campaign has started, tell us promptly. We will take reasonable steps to stop or limit further advertising where technically and commercially practicable. Because campaigns are configured for rapid delivery, advertising that has already been submitted, purchased, queued or commenced may not be capable of being stopped.
Change-of-mind cancellations and refunds are governed by the Refund, Cancellation & Re-performance Policy and do not limit rights that cannot lawfully be excluded.
PetSOLV may provide a mechanism for members of the public to submit sightings or other information. Tips are user-submitted and may be inaccurate, incomplete, mistaken, malicious or out of date.
Tips are unverified information submitted by members of the public. PetSOLV may not independently verify a tip before it is passed on. Neither a tip nor the PetSOLV service authorises you to investigate, enter property, confront another person or take enforcement action. Exercise reasonable judgment and personal safety when considering any tip.
Never enter private property without permission, confront or approach a person suspected of possessing the pet, pursue an unfamiliar animal where doing so may be unsafe, or undertake an independent investigation that places you or another person at risk.
Prices are shown in Australian dollars unless stated otherwise. You must pay the price displayed and accepted at checkout.
Payments may be processed by third-party payment providers. We do not require you to provide us with more payment-card information than is needed for the payment flow operated by those providers.
The Protection Plan does not automatically renew. Further details appear in the Protection Plan Terms.
PetSOLV and its licensors own the PetSOLV website, branding, campaign systems, templates, software, methodologies and other PetSOLV intellectual property.
You retain ownership of content you submit. You grant PetSOLV a non-exclusive, worldwide, royalty-free licence for the period reasonably necessary to use, reproduce, adapt, crop, format, distribute and display that content for the purpose of providing the PetSOLV service, complying with law, handling complaints and maintaining reasonable business records.
You must not use PetSOLV branding or systems in a way that implies endorsement, affiliation or authority that we have not given.
PetSOLV depends on third-party advertising exchanges, publishers, cloud services, communications services, payment providers and other technology. These services can experience delays, outages, policy changes and inventory limitations.
We will use reasonable care and skill in providing our services, but we do not promise uninterrupted availability of every third-party system or advertising channel.
Our services come with rights and guarantees that may apply under the Australian Consumer Law and other laws and cannot be excluded by contract.
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
To the extent permitted by law, PetSOLV is responsible for loss that is a reasonably foreseeable consequence of our breach of these Terms or failure to comply with applicable consumer guarantees.
PetSOLV is not responsible for the acts or omissions of third parties submitting tips; the conduct of people who may possess, see or encounter a pet; inaccurate information supplied by a customer; or outcomes that are outside the advertising service we agreed to provide.
Nothing in this clause limits liability that cannot lawfully be limited.
You are responsible for losses reasonably incurred by PetSOLV as a direct result of your fraud, unlawful use of the service, deliberate infringement of another person’s rights, or material breach of your warranties about ownership or authority to submit campaign content.
This clause does not require you to indemnify PetSOLV for loss caused by PetSOLV’s own negligence, breach or unlawful conduct.
We may suspend or terminate access to a campaign or service where reasonably necessary to address fraud, safety risk, unlawful content, an ownership dispute, misuse of the service, non-payment or a material breach of these Terms.
Where reasonably practicable, we will explain the reason and give you an opportunity to correct the issue unless doing so would create a safety, legal, fraud or security risk.
Any refund or re-performance following suspension or termination will depend on the circumstances, our Refund, Cancellation & Re-performance Policy and applicable law.
We may update these Terms for future purchases or use of the website. The version accepted when you purchase a paid service will continue to apply to that purchase unless a change is required by law or is clearly beneficial to you.
We will not rely on a general variation clause to remove a material paid benefit from an existing Protection Plan or Urgent campaign.
These Terms are governed by the laws of Victoria, Australia, and the laws of the Commonwealth of Australia that apply there. This does not deprive you of any mandatory consumer rights available to you in your State or Territory.
PetSOLV Australia is operated by Andrew John Durieux trading as PetSOLV Australia, ABN 95 211 209 922.
Website: petsolv.com
Customer support: info@petsolv.com
Last updated: 28 September 2026The PetSOLV Protection Plan is a prepaid service membership. It is not insurance and does not provide cash compensation, reimbursement for the value of a pet, veterinary costs, rewards or any other financial loss.
The plan gives the purchaser access to one PetSOLV Urgent campaign for one registered pet if that pet goes missing during the eligible period described below.
The Protection Plan costs $49 for a 12-month membership period unless a different price is clearly shown and accepted at checkout.
The 12-month membership period begins on the date of successful purchase. The 14-day waiting period forms part of that 12-month period.
The Protection Plan does not automatically renew. It expires at the end of the 12-month membership period. If you want another Protection Plan after expiry, you must purchase a new plan.
Each Protection Plan applies to one pet registered at purchase or within the registration process specified by PetSOLV.
There is currently no multi-pet entitlement. If you want Protection Plan benefits for another pet, you must purchase a separate Protection Plan for that pet.
You may correct an obvious registration error by contacting us promptly. You may not transfer or substitute the plan to another pet after purchase unless PetSOLV agrees in writing because of exceptional circumstances.
The Protection Plan becomes eligible for use 14 days after successful purchase.
The registered pet must not already be missing, believed missing, the subject of an active search, or known to have escaped before or during the waiting period.
A disappearance that begins before the waiting period ends is not covered merely because the pet remains missing after the plan becomes active.
If your pet is already missing when you purchase, the appropriate product is the PetSOLV Urgent campaign.
If your pet goes missing during the 14-day waiting period, the Protection Plan does not apply to that disappearance. You may cancel the Protection Plan for a full refund and separately purchase an Urgent campaign for that missing-pet event.
During the 12-month membership period, after the waiting period has expired, the plan includes one standard PetSOLV Urgent campaign for the registered pet.
The included campaign has the same standard media deliverable as an Urgent campaign sold separately at the time it is activated, unless we clearly state otherwise. Under the current standard service, this is 20,000 geo-targeted digital advertising impressions around the nominated search area.
The normal initial frequency cap is one advertising impression per device per day. Where available inventory is insufficient, PetSOLV may progressively adjust frequency or expand the geographic radius where reasonably necessary to complete delivery, provided targeting remains reasonably directed to the local area in which the missing pet could plausibly be located. If meaningful local delivery cannot reasonably be achieved, PetSOLV will consult you about revised targeting or provide an appropriate remedy for the undelivered portion.
To activate the included campaign, you must submit the information reasonably required by PetSOLV, including the registered pet’s details, suitable photograph and last-seen information.
The entitlement is treated as used when PetSOLV accepts the missing-pet submission and begins campaign preparation or media execution.
If PetSOLV materially fails to deliver the campaign because of a technical or media-delivery issue, any re-performance or replacement delivery needed to remedy that failure does not count as a second Protection Plan entitlement.
Only one Urgent campaign is included during each 12-month membership period.
Once the included campaign has been activated, no second campaign is included if the same pet goes missing again during that membership period. A further Urgent campaign may be purchased separately.
Unused campaign entitlement expires at the end of the 12-month membership period and has no cash value.
PetSOLV does not normally require extensive proof before helping a genuine customer. However, we may ask for reasonable information or evidence where there is a credible concern that the pet was already missing before eligibility began, that the applicant is not authorised to search for the pet, or that the service is being misused.
We may refuse Protection Plan activation where the eligibility conditions are not met, subject to your rights under Australian Consumer Law.
You may cancel the Protection Plan during the 14-day waiting period and request a full refund, provided no included campaign has been activated. If the registered pet goes missing during the waiting period, the Protection Plan does not apply to that disappearance; you may cancel the plan for a full refund and separately purchase an Urgent campaign.
After the waiting period has expired, change-of-mind refunds are not ordinarily provided because the Protection Plan benefit has become available for the registered pet. This does not affect remedies you may have under Australian Consumer Law.
If PetSOLV cancels a Protection Plan for reasons not caused by your breach or misuse and the included campaign has not been used, we will provide an appropriate refund for the affected service.
PetSOLV will not automatically charge you for another Protection Plan at expiry.
We may send an expiry reminder or invite you to purchase a new plan. Any marketing communication will be handled in accordance with applicable electronic-marketing laws and your communication preferences.
The PetSOLV Terms & Conditions, Refund, Cancellation & Re-performance Policy, Privacy Policy and Acceptable Use & Campaign Content Policy also apply.
Nothing in these terms excludes any right or remedy that cannot lawfully be excluded under Australian Consumer Law.
Customer support: info@petsolv.com
Last updated: 28 September 2026This Privacy Policy explains how Andrew John Durieux trading as PetSOLV Australia, ABN 95 211 209 922, operating under the registered business name PetSOLV Australia, handles personal information in connection with the PetSOLV website and services.
We aim to handle personal information transparently and to an Australian Privacy Principles-style standard. Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles legally apply to PetSOLV, we will comply with those obligations. This policy does not represent that PetSOLV is necessarily an APP entity in circumstances where a statutory small-business exemption applies.
As part of the standard campaign service, we do not publish a pet owner’s residential address, telephone number, email address or other private contact details in the advertising creative.
We may publish or use the pet’s photograph, description and an appropriately generalised last-seen/search location where necessary to provide the campaign.
We usually collect personal information directly from you when you purchase a service, register a pet, submit a missing-pet campaign, contact support, submit a public tip, complete a form or interact with our website.
We may also receive limited information from payment providers, advertising providers, website analytics services, communications providers and other service providers used to operate PetSOLV.
If someone provides information about another person, we expect them to have a lawful basis or appropriate authority to do so.
PetSOLV may disclose or transmit limited campaign information to advertising technology providers, exchanges, publishers and related service providers to create and deliver geo-targeted advertising.
We aim to minimise the personal information used for media delivery. Campaign targeting is based on the nominated search geography and advertising inventory rather than publishing the pet owner’s private contact details.
If you submit a tip or sighting, we may share the substance of that information with the relevant pet owner or authorised campaign contact.
If you choose to provide your name or contact details, we will use them for the purpose of handling or following up the tip and may share them with the pet owner where you have agreed or where it is otherwise reasonably necessary and lawful.
Choosing an ‘anonymous’ option means we will not intentionally identify you to the pet owner through the tip content, but technical information such as IP or security logs may still be created by the website or service providers.
We may disclose personal information to service providers that help us operate PetSOLV, such as website and cloud hosting providers, payment processors, email/SMS providers, customer-support systems, security providers, analytics providers and advertising technology providers.
We may disclose information where reasonably necessary to investigate fraud or misuse, protect safety, establish or defend legal rights, comply with law or respond to a lawful request from a court, regulator or law-enforcement body.
We do not sell personal information as a standalone product.
Some technology providers may store or process information outside Australia.
Before publication, PetSOLV will maintain an internal vendor record identifying material overseas processing locations. Countries currently expected or confirmed to be relevant should be inserted here after that vendor audit: [INSERT COUNTRIES, IF APPLICABLE].
Our website may use cookies and similar technologies for essential website functions, security, preferences, analytics and advertising/measurement. Further information is provided in the PetSOLV Cookie Policy.
Where consent is required for a particular technology, PetSOLV will seek or manage that consent through the website or relevant settings.
We may send commercial electronic messages only where permitted by law. Marketing messages will identify the sender and include a functional way to unsubscribe where required.
Operational messages about an order, campaign, public tip, account, security matter or Protection Plan are service communications. We aim to keep promotional material separate from purely operational messages.
We take reasonable steps appropriate to the nature of the information to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
We retain personal information for as long as reasonably necessary for the purposes for which it was collected, to provide services, maintain transaction and dispute records, meet legal obligations, address fraud and security issues, or establish and defend legal rights.
When information is no longer reasonably required, we will take reasonable steps to delete, de-identify or securely dispose of it, subject to lawful retention requirements.
You may ask us to access or correct personal information we hold about you. We may need to verify your identity before responding.
We will respond within a reasonable time and may refuse or limit a request where the law permits or requires us to do so. If we refuse, we will explain the reason where appropriate.
If you have a privacy question or complaint, contact us at [INSERT PRIVACY EMAIL OR CONTACT FORM].
We will review the issue and aim to respond within a reasonable time. If applicable privacy law gives you a right to complain to the Office of the Australian Information Commissioner, you may also exercise that right.
We may update this Privacy Policy when our information-handling practices, technology or legal obligations change. The current version will be published on the PetSOLV website with an updated version date.
PetSOLV Australia – Andrew John Durieux trading as PetSOLV Australia, ABN 95 211 209 922
Last updated: 28 September 2026This Cookie Policy explains how PetSOLV Australia uses cookies and similar technologies on petsolv.com.
A cookie is a small piece of data stored on or accessed from a browser or device. Similar technologies may include local storage, pixels, tags and SDK-style measurement technologies.
Category | Purpose | Typical duration | Consent approach |
Strictly necessary | Checkout, security, session and core website functions. | Session to limited persistent duration. | Used where necessary to provide the site/service. |
Preferences | Remember settings and user choices. | Varies. | Used where enabled and appropriate. |
Analytics | Measure traffic, usage and website performance. | Varies by provider. | Managed through consent/settings where required. |
Advertising / measurement | Measure campaigns, attribution or support relevant advertising. | Varies by provider. | Managed through consent/settings where required. |
Where the website provides a cookie-consent or preference tool, you can use it to manage non-essential cookie categories.
You can also use browser settings to block or delete cookies. Blocking strictly necessary cookies may prevent parts of the website, checkout or account functions from working correctly.
Withdrawing consent does not necessarily delete data already lawfully collected before withdrawal, but it will affect future use of the relevant technologies where the setting is respected.
Some cookies or similar technologies may be set or accessed by third-party service providers. Their handling of information may also be governed by their own privacy notices.
PetSOLV should review third-party vendors before deployment and should not describe third-party tracking more broadly than the technology actually implemented.
We may update this Cookie Policy when our website technology changes. The current version will be published on petsolv.com.
Questions about cookies or privacy: info@petsolv.com
Last updated: 28 September 2026PetSOLV lets members of the public submit information about a pet that is the subject of a PetSOLV campaign.
The purpose of the tip service is to help pass potentially useful sightings or information to the pet owner or authorised campaign contact. PetSOLV does not guarantee that any tip is accurate or that it will lead to recovery of the pet.
You may submit information you genuinely believe may help identify or locate the pet, such as an approximate sighting location, time, direction of travel or relevant observation.
Only submit photographs or other material you are legally entitled to provide.
Never enter private property without permission, approach or confront a person suspected of possessing the pet, approach an unfamiliar animal where doing so may be unsafe, pursue an animal into a dangerous area, or undertake any independent investigation that places you or another person at risk.
If there is an immediate risk to a person or animal, contact the appropriate emergency, police, council, animal welfare or veterinary service rather than relying on PetSOLV.
IMPORTANT SAFETY NOTICE: Never enter private property or approach unknown animals. PetSOLV does not verify tips. A tip is information supplied by a member of the public and should be treated as unverified unless independently confirmed.
Where PetSOLV offers an anonymous option, choosing it means we will not intentionally provide your identity to the pet owner as part of the tip.
Website and security systems may still create technical records such as IP addresses, device/browser data and timestamps. Absolute anonymity cannot be guaranteed where disclosure is required by law or reasonably necessary to address serious misuse or safety concerns.
We may review, moderate, shorten, format or withhold a tip where reasonably necessary for safety, privacy, relevance, legal compliance or misuse prevention.
We may provide the substance of the tip to the relevant pet owner or authorised campaign contact.
If you provide contact details and agree to be contacted, PetSOLV or the pet owner may use them to follow up the tip.
By submitting a tip, you confirm that you are acting in good faith and that, to the best of your knowledge, the information is accurate or is clearly expressed as an observation or belief rather than a verified fact. You remain responsible for your own conduct and for complying with the law when obtaining or submitting information.
You grant PetSOLV a non-exclusive, royalty-free licence to use, reproduce and communicate the submitted tip and any accompanying material for the purpose of handling the missing-pet campaign, investigating misuse and maintaining reasonable records.
PetSOLV does not direct or authorise tipsters to investigate, enter property, confront individuals or take enforcement action. Nothing in the tip service should be understood as an instruction to undertake those activities.
PetSOLV Australia, operated by Andrew John Durieux trading as PetSOLV Australia (ABN 95 211 209 922), collects the information you submit in order to handle the tip, pass relevant information to the pet owner or campaign contact, address misuse and maintain security and operational records.
If you do not provide information needed to understand the tip, we may be unable to use or pass it on.
We may disclose information to the pet owner or authorised campaign contact, our service providers, or authorities where required or permitted by law. Further information about access, correction and complaints is in the PetSOLV Privacy Policy.
PetSOLV may not independently verify a tip before passing it on. Pet owners should treat tips as unverified information unless independently confirmed. PetSOLV may moderate or withhold material that appears to accuse an identifiable person of theft or other criminal conduct, publish unnecessary personal information, or create an unreasonable safety or defamation risk.
Questions or concerns about a tip: info@petsolv.com
Privacy enquiries: info@petsolv.com
Last updated: 28 September 2026PetSOLV lets members of the public submit information about a pet that is the subject of a PetSOLV campaign.
The purpose of the tip service is to help pass potentially useful sightings or information to the pet owner or authorised campaign contact. PetSOLV does not guarantee that any tip is accurate or that it will lead to recovery of the pet.
You may submit information you genuinely believe may help identify or locate the pet, such as an approximate sighting location, time, direction of travel or relevant observation.
Only submit photographs or other material you are legally entitled to provide.
Never enter private property without permission, approach or confront a person suspected of possessing the pet, approach an unfamiliar animal where doing so may be unsafe, pursue an animal into a dangerous area, or undertake any independent investigation that places you or another person at risk.
If there is an immediate risk to a person or animal, contact the appropriate emergency, police, council, animal welfare or veterinary service rather than relying on PetSOLV.
IMPORTANT SAFETY NOTICE: Never enter private property or approach unknown animals. PetSOLV does not verify tips. A tip is information supplied by a member of the public and should be treated as unverified unless independently confirmed.
Where PetSOLV offers an anonymous option, choosing it means we will not intentionally provide your identity to the pet owner as part of the tip.
Website and security systems may still create technical records such as IP addresses, device/browser data and timestamps. Absolute anonymity cannot be guaranteed where disclosure is required by law or reasonably necessary to address serious misuse or safety concerns.
We may review, moderate, shorten, format or withhold a tip where reasonably necessary for safety, privacy, relevance, legal compliance or misuse prevention.
We may provide the substance of the tip to the relevant pet owner or authorised campaign contact.
If you provide contact details and agree to be contacted, PetSOLV or the pet owner may use them to follow up the tip.
By submitting a tip, you confirm that you are acting in good faith and that, to the best of your knowledge, the information is accurate or is clearly expressed as an observation or belief rather than a verified fact. You remain responsible for your own conduct and for complying with the law when obtaining or submitting information.
You grant PetSOLV a non-exclusive, royalty-free licence to use, reproduce and communicate the submitted tip and any accompanying material for the purpose of handling the missing-pet campaign, investigating misuse and maintaining reasonable records.
PetSOLV does not direct or authorise tipsters to investigate, enter property, confront individuals or take enforcement action. Nothing in the tip service should be understood as an instruction to undertake those activities.
PetSOLV Australia, operated by Andrew John Durieux trading as PetSOLV Australia (ABN 95 211 209 922), collects the information you submit in order to handle the tip, pass relevant information to the pet owner or campaign contact, address misuse and maintain security and operational records.
If you do not provide information needed to understand the tip, we may be unable to use or pass it on.
We may disclose information to the pet owner or authorised campaign contact, our service providers, or authorities where required or permitted by law. Further information about access, correction and complaints is in the PetSOLV Privacy Policy.
PetSOLV may not independently verify a tip before passing it on. Pet owners should treat tips as unverified information unless independently confirmed. PetSOLV may moderate or withhold material that appears to accuse an identifiable person of theft or other criminal conduct, publish unnecessary personal information, or create an unreasonable safety or defamation risk.
Questions or concerns about a tip: info@petsolv.com
Privacy enquiries: info@petsolv.com