Welcome to Hey Hiro! by Ommpo ("Hey Hiro," "we," "our," or "us"). By subscribing to, accessing, or using our platform, mobile application, telehealth services, and cash reimbursement membership benefits, you ("Member," "you," or "pet parent") agree to be bound by these Terms of Use. Please read them carefully before activating your membership.
Nature of Membership & Important Disclosures
1.1 Not Traditional Pet Insurance
1.2 Membership Tiers & Scope
Your coverage limits, reimbursement rates, and per-event caps are determined entirely by your selected monthly subscription tier:
Comprehensive Waiting Period Terms
To maintain the actuarial integrity of our membership pools, keep monthly dues affordable for all pet parents, and prevent adverse selection (joining only when an emergency or illness is already suspected), 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 (such as vehicular trauma, lacerations, foreign object ingestion, or sudden 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 that occurs prior to or during the 30-day activation window is classified as a pre-existing condition and is ineligible for reimbursement.
2.2 Illness Waiting Period (30 Days)
Terms: Claims arising from sudden illnesses, infections, gastrointestinal distress (e.g., severe vomiting/diarrhea), 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 the moment a pet exhibits early symptoms 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 the date of 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 coverage.
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 showed 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 history records dating back 12 to 24 months to verify the exact onset date of the condition. Claims tied to pre-existing conditions will be formally denied.
Claim Submission & Cash Reimbursement Rules
3.1 Eligibility for Reimbursement
To qualify for cash reimbursement under your active tier:
- You must visit any licensed veterinary hospital, emergency clinic, or urgent care center in good standing.
- The veterinary event must occur after all applicable waiting periods (Section 2) have elapsed.
- The claim must be submitted via the Hey Hiro platform within 90 days of the veterinary invoice date.
3.2 Submission Process & Payout Caps
- No Deductibles: Unlike traditional insurance, Hey Hiro does not assess annual deductibles before paying out claims.
- Receipt Submission: Snap and upload your itemized veterinary invoice and payment receipt directly through the app.
- Reimbursement Calculation: Eligible expenses are reimbursed at your tier’s designated percentage (50% or 75%), strictly capped at your tier’s per-event maximum ($500, $1,000, or $2,500) and constrained by your annual maximum ($2,000, $5,000, or $8,000 shared).
Membership Billing, Renewal, and Cancellation
4.1 Automated Monthly Billing
By providing your payment method, you authorize Hey Hiro to automatically charge your designated card on a recurring monthly basis for your chosen subscription tier until you cancel.
4.2 Cancellation Policy
You may cancel your Hey Hiro membership at any time through your account settings or by contacting member support. Cancellation takes effect at the end of your current active billing cycle. No partial refunds are issued for unused days within a billing month, and active waiting periods or claim privileges terminate immediately upon the effective cancellation date.
Limitation of Liability & Veterinary Disclaimer
5.1 Veterinary Advice Disclaimer
Hey Hiro provides care navigation, triage assistance, and digital educational content. We are not a licensed veterinary practice. Our care navigators offer informational support and guidance but do not replace professional veterinary diagnosis, surgery, or clinical treatment. Always consult a licensed veterinarian for medical emergencies.
5.2 Limitation of Liability
To the maximum extent permitted by applicable law, Hey Hiro! by Ommpo, its officers, employees, and partners shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to your use of the platform, delays in veterinary care, or claim reimbursement processing times.