Frequently Asked Questions

No. We are a veterinary membership program, not an insurance company. You get percentage-based coverage at participating clinics in Tijuana — not an insurance policy with deductibles or insurance-style claims. At most clinics, savings apply at checkout. Some clinics use member reimbursement instead; you can submit a receipt and track status from your dashboard. We use membership language such as coverage, plan, and visit — not policy or claim.

U.S. pet owners with dogs or cats who want affordable veterinary care at participating clinics in Tijuana, Mexico. You may sign up from anywhere in the United States. One subscription covers one pet.

Care is delivered only at participating clinics in our launch network in Tijuana unless we add locations in writing. We do not provide care in the United States through this program.

No. Each subscription is tied to a single pet. If you have more than one pet, you need a separate subscription for each.

Yes. Membership is for dogs and cats. When you onboard your pet, you choose dog or cat and can select from our breed list (or Mixed/Unknown). The same Bronze through Platinum plans apply whether your pet is a dog or a cat. Care is delivered at participating clinics in Tijuana that treat dogs and cats.

Bronze ($19/mo or $190/yr), Silver ($49/mo or $490/yr), Gold ($99/mo or $990/yr), and Platinum ($149/mo or $1,490/yr). Annual billing is 10× the monthly rate — two months free vs paying monthly for 12 months. Each tier includes a different base coverage percentage, annual cap, and consultation allowance.

No. Subscriptions are billed monthly at the full standard plan rate shown at checkout. There is no introductory $9 or other promo pricing in the live product today.

Monthly subscriptions require a 3-month minimum at your plan's monthly rate. After that period, you may cancel anytime from the Stripe billing portal linked on your member dashboard. Annual subscriptions are prepaid for one year (2 months free vs 12 monthly payments) and renew automatically each year — there is no separate 3-month minimum on annual billing. You may switch from monthly to annual anytime from your plan page; Stripe prorates the change.

No. We do not provide refunds for partial billing periods after a charge has processed. See our Terms of Service for full billing rules.

Use the billing portal on your member dashboard (powered by Stripe) to update your card, view invoices, or cancel after your minimum commitment date.

When you visit a participating clinic, staff verify your subscription and record the visit. Your plan's coverage percentage is applied to the clinic's list price for eligible charges at checkout — not U.S. national averages or insurance-style reimbursement. You pay the remaining balance at the desk, subject to waiting periods and your remaining annual cap. See pricing plan cards for dollar examples.

It is the share of the clinic's list price that membership covers at checkout on eligible procedures — for example, on a $120 dental cleaning, Gold (35% base) covers $42 and you pay $78 at the desk, before category boosts, waiting periods, and annual cap limits. U.S. average prices in our savings calculator are for comparison marketing only; coverage math always uses the clinic's price.

That figure reflects the potential gap between typical U.S. procedure pricing and prices at participating clinics in Tijuana — not a guaranteed savings amount on every visit. Actual savings depend on the procedure, your plan tier, and clinic pricing. Use our savings calculator for examples.

Each plan has a per-pet annual cap on subscription coverage dollars (for example, $1,000 on Bronze and $10,000 on Platinum). Coverage is applied until you reach the cap within your subscription benefit year. The cap resets on your annual reset date shown in your dashboard.

Your dashboard shows how much of your annual cap is used and when it resets. If a visit would use more cap than you have left, we apply subscription coverage up to your remaining cap and you pay the rest of the clinic charges at checkout. When your annual cap is fully used, subscription coverage no longer applies to wellness, illness, surgery, dental, or other non-consultation visits until your cap resets — you pay the clinic's full charges for those visits. Consultation visits at participating clinics may still receive subscription coverage per your plan after the cap is reached. Choose a plan tier whose cap fits your pet's expected care needs; see pricing for amounts by tier.

Coverage starts after a waiting period from your subscription start date: Consultation — immediate. Wellness — 7 days. Illness — 14 days. Surgery — 30 days. Orthopedic — 90 days. Waiting periods are enforced at visit time and tracked on your member dashboard.

Pre-existing conditions may be covered subject to plan terms. Waiting periods still apply for certain procedure categories (wellness, illness, surgery, orthopedic) from your subscription start date — they are not bypassed because a condition existed before you joined.

No. Membership provides percentage-based coverage at participating clinics subject to plan terms, annual caps, waiting periods, and eligibility rules. It does not cover all veterinary expenses and is not a substitute for insurance if you need broad U.S. coverage.

Contact us when you're ready to visit — we'll confirm participating clinic options in our Tijuana launch network.

Show your subscription QR code or subscription ID from your member dashboard. Clinic staff verify your subscription and pet, then record the visit in our clinic portal.

If your pet has a life-threatening emergency, go to the nearest appropriate emergency veterinarian first — in the U.S. or Mexico. Paws Beyond Borders is a membership program, not emergency insurance and not a 24/7 crisis hotline. If emergency care is provided at a participating clinic in Tijuana, membership covers 100% of eligible emergency charges up to $5,000 per incident, subject to plan terms and clinic verification. For urgent (non-life-threatening) needs in the Tijuana area, you may visit a participating clinic in our directory — consultation coverage is eligible immediately with no waiting period. Some network clinics offer extended or emergency hours; check the clinic directory for details. We do not coordinate ambulance transport or emergency dispatch today. After signup, you can contact support or submit a tele-vet consultation request for general guidance — that is a request workflow, not an on-demand emergency line.

You pay your portion — the clinic charges minus the covered amount — at checkout. The exact split depends on your plan tier, procedure category, waiting periods, and remaining annual cap.

Most clinics use clinic settlement: you pay the discounted balance at the desk, and Paws Beyond Borders reimburses the clinic for the covered portion of eligible visits per our membership terms. Reimbursement is tracked in our system; payout timing follows our operational process.

Some clinics may use member reimbursement mode. If you pay the full visit amount yourself, you can submit the visit for reimbursement through your member dashboard, upload a receipt, and track status. Payout is processed per our membership terms and operational workflow — not instantly at the desk.

Yes. Members can upload documents from the dashboard. Clinics may also attach visit documents. This helps with reimbursement and your pet's care history.

You are responsible for meeting current U.S. and Mexico entry requirements for your pet — typically proof of rabies vaccination and, depending on timing and direction of travel, a health certificate or CDC rules for dogs entering the U.S. Requirements change. Confirm with official sources (CDC, USDA APHIS, and Mexican customs) before you travel. We do not provide legal or customs advice. See our first-visit guide for a pre-trip checklist.

Wait times vary by day, hour, and port of entry. Many San Diego–area members allow 30–90+ minutes each way during peak periods. Crossing early on weekdays is often faster. SENTRI or Global Entry may speed your personal entry; pet documentation requirements still apply. Plan extra time for your first trip.

Parking and arrival instructions depend on the clinic. Check the clinic directory for address and contact info before you go. Some locations have dedicated parking or nearby paid lots; others are easiest to reach on foot from a drop-off point. When in doubt, contact the clinic or message us before your visit.

SENTRI and Global Entry expedite processing for enrolled travelers at participating lanes. Your pet still must meet standard import/export rules and may need to be presented to agriculture or customs officers separately from any trusted-traveler lane rules. Check current CBP guidance for traveling with pets.

Many clinics in our Tijuana launch network regularly serve U.S. clients. English-capable staff vary by location and day — ask when you schedule or arrive. Contact us if you have questions about clinic fit before you join.

Discuss follow-up timing, rechecks, and records with your veterinarian at the visit. You can upload visit documents to your member dashboard. For urgent (non-life-threatening) needs in the Tijuana area, you may return to a participating clinic per your plan terms. We do not operate a U.S. veterinary network.

Prescription fill rules depend on the medication, the dispensing clinic, and your U.S. pharmacy. Discuss options with your veterinarian at the visit. Paws Beyond Borders does not guarantee that any prescription can be filled in the United States.

Life-threatening emergencies require the nearest appropriate emergency veterinarian — in the U.S. or Mexico. Our membership is not emergency insurance and not a 24/7 crisis hotline. If emergency care happens at a participating Tijuana clinic, eligible emergency coverage may apply per plan terms after clinic verification.

Yes. Each plan has a minimum commitment period (typically three months). After that date, cancel anytime from the Stripe billing portal on your member dashboard. If you cancel before visiting, you will not receive clinic savings — contact us if you have billing questions.

Show your membership QR code from your member dashboard. Clinic staff verify your subscription and pet, confirm waiting periods and coverage, then record the visit. At most clinics you pay your discounted portion at checkout. See our first-visit guide for the full checklist.

Transportation is not included in your membership, but many members use our transportation partners for a convenient trip to participating clinics in Tijuana. You can also drive or arrange travel on your own — whichever fits your schedule. Care always happens at clinics in our Tijuana network.

You are responsible for meeting U.S. and Mexico entry requirements for your pet, including vaccinations and documentation. We recommend confirming current rules before you travel. We do not provide legal or customs advice. See our first-visit guide for a practical checklist.

View your plan, pet profile, waiting period tracker, annual cap usage, subscription QR code, billing portal link, document uploads, reimbursement status (if applicable), and tele-vet consultation request form.

All plans let you submit a tele-vet consultation request through your dashboard. We confirm receipt and queue it for our team. Fulfillment partner, scheduling, and delivery timeline are being finalized — this is a request workflow today, not an on-demand video visit guarantee.

Use our contact page to reach the right inbox — help@ for general questions, support@ for membership, billing@ for payments. For billing updates, the Stripe portal on your dashboard is the fastest way to change payment details.

Our Terms of Service and Privacy Policy govern your membership. Read them before signing up for complete rules on billing, cancellation, coverage, and data use.