Find answers to common questions about your Luxury Pets membership.
All Luxury Pets membership plans include the same complete care ecosystem. Every plan provides access to 4 specialists 24/7 with immediate real-time answers, unlimited chat, video consultations, breed-specific monitoring, and Personalized Pet Records.
What is my access code?
Your access code is a unique code (e.g., LUX-A1B2C3) that you receive after activating your membership. Use it to log into your Client Portal and connect with your specialist care team. It is sent to the email address you provided during subscription.
How many devices can I use?
The number of devices depends on your plan: Essential supports up to 2 devices, Premium supports up to 4 devices, and Family supports up to 5 devices. If you reach the limit, you can remove a device from your portal to free up a slot.
How many pets can I register?
Essential covers 1 pet, Premium covers 2 pets, and Family covers up to 5 pets. Each pet gets personalized records and care recommendations from all four specialists.
What specialists are available?
All plans include access to four specialist areas: Advanced veterinary support (Dr. Robert), Training & Behavior (Moises), Personalized Nutrition (Carolina), and Grooming & Wellness (Catalina). All specialists are available 24/7 via live chat.
Can I upgrade or downgrade my plan?
Yes. Contact our support team at
[email protected] to change your plan. Upgrades take effect immediately. Downgrades take effect at the start of your next billing period.
How do I cancel my membership?
You can cancel your membership at any time by contacting
[email protected]. Your access will remain active until the end of your current billing period. New members start with a 3-day free trial: if you cancel during the trial, you are not charged at all and the trial ends at that moment. After the trial, no refunds are issued for partial periods. See our
Refund Policy.
Is my data secure?
Yes. All data is transmitted over encrypted HTTPS connections. We never sell your data: it stays on our servers and is deleted whenever you ask. For full details, see our
Privacy Policy.
What if I lose my access code?
Contact our support team at
[email protected] with the email address you used during subscription. We will verify your identity and resend your access code.
Do I need to download an app?
No. Luxury Pets works entirely through the web at luxurypetsglobal.com, on any phone, tablet or computer. There is no app to download.
What payment methods are accepted?
We accept all major credit and debit cards through our secure payment processor (ONVO Pay). You enter your card when you sign up, and the first charge is made only when your 3-day free trial ends. After that, billing is processed automatically on a monthly or annual basis depending on your selected billing period.