This Membership Agreement and Terms of Use (“Agreement”) is a legally binding contract between you (“Member,” “you,” or “your”) and Ommpo, Inc. d/b/a Hey Hiro! (“Hey Hiro!,” “Ommpo,” “we,” “us,” or “our”). By enrolling in a Hey Hiro! membership, accessing our mobile application or website, or utilizing any Hey Hiro! services, you agree to be bound by the terms contained herein.
Structure of the Membership Platform
1.2 Scope of Platform Services: Hey Hiro! provides members with access to 24/7 virtual veterinary triage/telehealth guidance, educational resources, and discretionary cash reimbursement for qualifying emergency veterinary expenses, subject to the limits, caps, and rules defined in this Agreement.
1.3 Member Financial Responsibility: Members remain solely responsible at all times for selecting veterinary providers, approving treatment plans, and paying all fees and charges directly to attending veterinary hospitals and clinics.
Comprehensive Waiting Period Terms
To maintain the actuarial integrity of our membership pools, keep monthly dues affordable, and prevent post-incident enrollment (adverse selection), Hey Hiro! enforces strict waiting periods upon initial enrollment and tier upgrades.
2.1 Accident Waiting Period (30 Days)
Terms: All claims arising from acute accidental injuries (e.g., vehicular trauma, lacerations, foreign object ingestion, acute poisonings) are subject to a 30-day waiting period beginning immediately upon successful processing of your first monthly subscription payment.
Exclusions: Any accident, injury, or trauma occurring prior to or during the 30-day activation window is classified as a pre-existing condition and is permanently ineligible for cash reimbursement.
2.2 Illness Waiting Period (30 Days)
Terms: Claims arising from sudden illnesses, infections, gastrointestinal distress, urinary tract obstructions, and acute respiratory distress are subject to a 30-day waiting period from the official membership start date.
Purpose: Ensures memberships are active preventatively rather than reactively purchased when a pet exhibits early clinical signs at home.
2.3 Hereditary, Orthopedic, and Surgical Waiting Period (6 Months)
Terms: Conditions involving hereditary, congenital, or orthopedic abnormalities—including but not limited to hip dysplasia, elbow dysplasia, patellar luxation, and cruciate ligament (ACL/CCL) tears—are subject to an extended 6-month waiting period from enrollment.
Exclusions: Any clinical signs, limping, or veterinary notations regarding these conditions documented prior to the expiration of the 6-month window are permanently excluded from reimbursement.
2.4 Pre-Existing Conditions Exclusion & Look-Back
Definition: A pre-existing condition is defined as any injury, illness, infection, or clinical symptom that:
- Occurred or displayed clinical signs prior to your membership effective date;
- Developed during any applicable waiting period outlined in Section 2; or
- Relates directly to a chronic or recurring condition diagnosed prior to enrollment.
Look-Back Verification: Upon submission of your first reimbursement claim, Hey Hiro! reserves the right to request complete veterinary medical records dating back 12 to 24 months to verify the exact onset date of the condition. Claims tied to pre-existing conditions will be denied.
Tier Benefit Limits & Reimbursement Rules
Cash reimbursements are calculated against qualifying, itemized veterinary invoice line items incurred during an active membership period (outside waiting periods), strictly up to the caps assigned to your enrolled tier:
3.1 Zero Deductibles: Reimbursements do not require a separate out-of-pocket annual or per-event deductible. Cash back applies from dollar one of eligible charges up to the applicable tier cap.
3.2 Eligible Charges: Emergency diagnostic imaging (X-rays, ultrasound), emergency bloodwork, acute trauma surgery, hospital stabilization, and emergency medications prescribed during an urgent visit.
3.3 Ineligible Charges: Routine wellness exams, vaccinations, preventive flea/tick/heartworm medication, pre-scheduled spay/neuter, cosmetic procedures, end-of-life burial/cremation services, food/supplements, and administrative fees.
Billing, Auto-Renewal, and Cancellation
4.1 Recurring Billing: Membership dues are billed monthly in advance on a recurring basis to your payment method on file.
4.2 Cancellation Policy: You may cancel your membership at any time via the Hey Hiro! mobile app or by emailing support@joinheyhiro.com. Cancellations take effect at the end of the current billing cycle. Dues paid for the active billing cycle are non-refundable.
4.3 Lapse in Payment: If recurring payment fails, a 5-day grace period is granted. Failure to update billing details within 5 days results in automatic membership termination. Re-enrollment resets all waiting period requirements.
Claims Submission & Verification
5.1 Submission Window: Claims must be submitted within thirty (30) calendar days of the treatment date via the Hey Hiro! app.
5.2 Required Documentation: Submissions must include: (a) fully paid, itemized veterinary clinic receipt; (b) attending veterinarian treatment notes; and (c) complete historical medical records if requested for first-claim validation.