FAQs Section

• What is PetAI?

  PetAI is Petbarn’s AI-powered virtual assistant.It’s here to helpyou with pet-related questions. 

  PetAI chatbot isofferedthrough the Petbarn websiteandcan be accessed on every page. Start typing your question and PetAI will answer you anytime, anywhere.

• How does PetAI answer my question

  PetAIis a chatbot powered by generative AI that draws on information from Petbarn and Greencross Vets websites to help answer your pet-related questions. PetAI answers are not generated by a veterinarian, or any person, andshould not be relied on as veterinary advice.  If you have any concerns about your pet, please speak with a vet for veterinary advice and in case of a pet emergency seek veterinary help immediately.If PetAI makes suggestions about a product or service, please check that they are suitable for your pet.

  See full PetAI T&Cs.

• Why can’t PetAI answer my question?

  PetAI is still learning. If it doesn’t give you an answer to your question,it may be because it can’t find the appropriate information across Petbarn and Greencross Vets websites to provide you with a helpful answer. 

• My pet is sick, what should I do

  Please seek advice from a veterinarian. PetAI should not be relied upon as veterinary advice – it cannot provide you with professional advice, diagnose your pet or prescribe your pet any treatment. 

  Find your local Greencross Vets clinic

  In case of an animal emergency, seek veterinary help immediately.

  Find a hospital in our Animal Referral & Emergency Network.

• PetAI has suggested various products for my pet, how do I decide which one is best for my pet?

  PetAI can make suggestions that may not always be appropriate for your pet’s particular needs. Before purchasing any product that is suggested by PetAI, please read further details about that product to help you decide if that product is suitable for your pet. You can learn more about any product on our website, by reading the product’s label or by chatting to our friendly staff at one our stores. Find your closest Petbarn store.

• What happens if I chat to PetAI while I am logged into my Friends for Life account?

  If you chat to PetAI while you are logged into your account, PetAI may link to your accountso that it can call you by your first name and make its responses relevant to your pet and your history with Petbarn.

  Petbarn may also use the chat to individualise future marketing of Petbarn and Greencross products and services to you, by way of email, SMS, push notifications, social media, post or with targeted advertisements. Petbarn will only do this where it has your consent (if required by law) to send such further marketing.Your consent (if required) lasts until you unsubscribe or opt-out. You can control direct marketing communications by:

  • unsubscribing from marketing emails or SMS;

  • updating your Account settings to turn off push notifications; and

  • following the instructions in our Cookie Policy to stop receiving targeted advertising. 

• Can I chat to PetAI as a guest?

  You can chat to PetAI as a guest. If you choose to chat to PetAI as a guest, PetAI will not be able to fetch any of your existing information to personalise the chat. If you don’t want PetAI to use any of your existing information or to access your pet’s profile to customise the chat, log out of your account before chatting to PetAI.

• Does Petbarn keep a record of my conversations with PetAI?

  Petbarn will keep a record of any chat that you have with PetAI.Petbarn may use any content, includingpersonal information, thatyou type into a chat to train PetAI and improve Petbarn and Greencross products and services.

  See our Privacy Policy for more information about:

  • how we collect, use, hold and share your personal information;

  • how you can opt out of marketing communications from us;

  • how you can access or seek correction of your personal information; and

  • how you may make a complaint about your privacy

• Where is the PetAI collection notice?

  The PetAI collection notice pops up the first time you try and use PetAI and on an intermittent basis after that.If you haven’tused PetAI or would like to read the PetAI collection notice again, here it is:
  
  

  PetAI COLLECTION NOTICE:
  
  PetAI may link to your Petbarn account to fetch your existing personal info to individualise the chat or for future direct marketing. If you don’t want this, log out of your account before you chat with PetAI. Petbarn may use any content you type into the chat to train PetAI & to improve Petbarn & Greencross products/services. Control marketing we send you - see Privacy Policy.
  
  Contact Petbarn with questions/feedback P: 1300 655 896 or E: info@petbarn.com.au