These Terms were last updated on 31 August 2026
1) About these Terms
a) What these Terms cover. These Terms apply to your use of Petdirect AI, our automated chat assistant available on the Petdirect website and app ("Petdirect AI"). They should be read together with our Standard Terms and Conditions, our Privacy Policy, and the Petdirect AI Collection Notice.
b) Agreement to be bound. By starting a conversation with Petdirect AI you agree to these Terms. If you do not agree, please do not use Petdirect AI. You can reach our Customer Care team instead on 0800 200 240, or by submitting a request through our help centre.
c) Defined terms. Words defined in our Standard Terms and Conditions have the same meaning in these Terms.
2) What Petdirect AI is
a) Automated service. Petdirect AI is an automated assistant. Responses are generated by artificial intelligence, not written by a person. No Petdirect employee reviews a response before you receive it.
b) Speaking to a person. You can ask to speak to a member of our Customer Care team at any time by typing "Human" in the chat.
c) Availability. We do not guarantee that Petdirect AI will be available at all times, or that it will be free from errors or interruptions.
3) What Petdirect AI can help with
a) General information. Petdirect AI can provide general information about pet care and suggest products.
b) Orders. If you are signed in to your Petdirect account, Petdirect AI can tell you the status of an order and its tracking details.
c) Signing in. You must be signed in to your Petdirect account for Petdirect AI to access your order information. Order information is not available to guest users.
d) Petdirect AI cannot change your account. Petdirect AI cannot place, change or cancel an order, change your Autodeliver, process a return, or make any other change to your account. To make a change, use My Account or ask to speak to our Customer Care team.
4) Accuracy and reliance
a) Information may be wrong. Petdirect AI may produce information that is inaccurate, incomplete or out of date. You should not rely on it as your only source of information.
b) Not professional advice. Any pet care information provided by Petdirect AI is general in nature. It is not veterinary, medical, nutritional or other professional advice, and it is not a substitute for consulting a qualified veterinarian. Petdirect AI does not know your pet.
c) Health and emergencies. If your pet is unwell, injured, or you are concerned about its health, contact your vet or an after hours emergency vet clinic immediately. Do not use Petdirect AI to decide whether your pet needs veterinary care.
d) Product information. Where Petdirect AI describes a product, the information on the product page and the manufacturer's own labelling and instructions take precedence. Always follow the manufacturer's feeding, dosage and safety instructions.
e) Prescription and vet-only products. Petdirect AI cannot prescribe, and cannot advise on whether a prescription or vet-only product is appropriate for your pet.
5) Using Petdirect AI responsibly
You agree that you will not:
- provide information about another person without their authority;
- share payment card details, passwords or other credentials in the chat;
- use Petdirect AI to send content that is Unacceptable, as defined in our Standard Terms and Conditions;
- attempt to manipulate Petdirect AI into behaving outside its intended purpose, or into disclosing information you are not entitled to; or
- use Petdirect AI for any unlawful purpose.
We may suspend or withdraw your access to Petdirect AI if we consider you have breached these Terms.
6) Your information
Conversations with Petdirect AI are recorded and stored. How we collect, use and store that information is set out in the Petdirect AI Collection Notice and our Privacy Policy.
7) Liability
a) Exclusion. To the maximum extent permitted by law, we will not be responsible or liable to you or any other person for any loss or damage arising from your use of, or reliance on, Petdirect AI, including any loss or damage arising from information that is inaccurate, incomplete or out of date.
b) Consumer Guarantees Act. Nothing in these Terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where those Acts apply.
8) Changes to these Terms
We may change these Terms at any time. Changes will be posted on this page and the "last updated" date will be updated. By continuing to use Petdirect AI you agree to be bound by the changes.
9) Contact
If you have questions about these Terms, contact us at support@petdirect.co.nz or call us on 0800 200 240.