If you received an email from help@gocardless.com titled “Your subscription to Napo Limited has finished”, don’t worry. This is just an email to confirm that the payment plan for your current policy has finished.

Each policy year, if you pay monthly, a 12-month payment plan will be set up. Once all the payments in this plan are paid, the payment plan is finished. If you renew your policy, we will automatically set up a new 12-month payment plan as long as you have an active Direct Debit.

You'll receive an email from us with your renewal quote 30 days before your policy is due to renew. If you have received your renewal email confirmation, that’s great. Please make sure that you check your spam folder in case your renewal email lands there.

If you can't locate an email 30 days prior to your renewal date, you'll still be able to check your renewal offer here where you can decide on your cover level to go ahead with your renewal.

If you want to renew, you don't have to do anything! As long as you haven't opted out or cancelled your direct debit, your policy will renew automatically. Before your renewal, you'll get another email titled "You've set up a Direct Debit subscription". This will confirm your payment plan for your new policy year.

Just so you know, policies are set to automatically renew each year. This is to make sure that your pets get continued cover. But you can always opt out of renewals if you'd like from your dashboard.

If you've opted out of renewal, then you won't be charged anymore by Napo.