Pawback · Support
Pawback Support
Last updated: 3 June 2026
Need a hand with Pawback? We read every message and usually reply within one business day.
Contact us
Email support@lumenlabs.works and tell us what's happening — the more detail, the faster we can help. If it's a bug, your device model and OS version (iOS or Android) make a real difference.
Common questions
Which insurance companies does this work with?
Any insurer that accepts a claim form or PDF upload — Trupanion, Lemonade, Healthy Paws, ASPCA, MetLife, Embrace, and others. Pawback generates a pre-filled form you submit through the insurer's portal; it doesn't require an API partnership.
What does the free tier include?
One claim filed, lifetime. That's enough to see the whole flow work — and to recover money before you've paid us a cent. After that, a subscription unlocks unlimited filings.
Is my pet's medical data stored on a server?
Your bills, extracted data, and claim history are stored on your device and, if you enable it, synced privately through your own iCloud account. Vet records contain sensitive information — we designed the architecture around not holding it.
Does Pawback actually submit the claim, or does it just fill in the form?
At launch, Pawback generates a pre-filled claim form and deep-links you to your insurer's portal to submit it — no API partnerships needed. Direct in-app submission for the three largest insurers is on the roadmap.
Subscriptions, billing & refunds
Pawback subscriptions are billed through your Apple App Store or Google Play account. You can manage or cancel anytime from your store account settings — on iOS: Settings → your name → Subscriptions; on Android: Play Store → Subscriptions.
Refunds are handled by the store rather than by us: request one at reportaproblem.apple.com for Apple, or through your Google Play order history. If you hit a wall, email us and we'll do what we can to help.
Your data & account deletion
Your vet bills, extracted claim data, and history are stored locally on your device. You can optionally export a backup file to your own iCloud Drive (or any Files provider) and restore it later — Pawback runs no server and never holds your data. You can delete your data at any time from inside the app. If you turned on cloud sync, deleting in-app also clears the synced copy.
Privacy & terms
Read how we handle your data in our Privacy Policy and the full Terms of Service.