This page outlines the terms and conditions relating to Pets4Homes Pet Payments service, and situations which may be covered by the Pets4Homes Guarantee.
Please know that for accepting payments through Pets4Homes, we apply Anti-Money-Laundering (AML) and Know-Your-Customer (KYC) rules through our payment services partner Stripe. By accepting payments through Pets4Homes you automatically agree to processing of data collected by Stripe for the purpose of processing payments on the Site. Please visit Stripe's Terms of Service and Stripe’s Privacy Policy for more information.
If you are a UK resident or registered business, Stripe Payments UK Limited, is a company registered in England & Wales with company number 08480771, whose registered office is at 9th Floor, 107 Cheapside, London, EC2V 6DN. The U.K. Financial Conduct Authority has authorised Stripe Payments UK Limited as an electronic money institution under reference number 900461.
Pets4Homes reserves the right to not refund a user in case of a breach of any of our terms.
It's important to note that while some situations may result in a full or partial refund being claimed or guaranteed, the seller has the freedom to refund a payment at any time, regardless of whether the situation falls within the outlined policy or not. Therefore, we always recommend buyers to contact the seller before taking any further action. This includes discussing any issues or concerns that may have arisen and working together to find a resolution.
In the unfortunate event of a conflict between the seller and the buyer, our Trust & Safety team will conduct a thorough investigation, typically within 5 working days (48+72 hours). Both parties are required to adhere to the deadlines set by the Trust & Safety team. Failure to comply with these deadlines may impact the final decision. Should our investigation determine that the seller is at fault, as per our policy, we will first contact the seller to resolve the issue before Pets4Homes initiates the refund process.
If the seller does not respond and provide the requested evidence or documentation within the specified timeframe, they automatically acknowledge and accept the decision made by the Trust & Safety team.
While Pet Payments is free to use for sellers, a percentage of each Pet Payment is collected by Pets4Homes from buyers. This fee is returned if the seller chooses to cancel the rehoming.
For buyers, we strongly recommend that you view the pet in-person or over video chat.
For sellers, you must allow the buyer to view the pet in your home or via video chat.
Both the buyer and the seller are agreeing to reserve a specific pet at a specific date. If either person chooses not to proceed with the agreed rehoming of their own accord, they may be at risk of losing any deposit which was sent. If the buyer is eligible for a partial or full refund, the seller must return the deposit or the entire payment, respectively, to Pets4Homes using a secure link to transfer the funds to the buyer's account. If a payment is refunded to the buyer, the buyer is not required to return the pet back to the seller to receive the refund.
When a buyer confirms the rehoming of a new pet, any funds still held by Pets4Homes are immediately released to the seller. Any buyer who clicks to "confirm collection" in the Pets4Homes chat prior to physically receiving their new pet will not eligible for any form of coverage or compensation under the Pets4Homes Guarantee.
Once the buyer has picked up the pet, they are required to press the “Confirm Collection” button. In the unlikely event that the buyer does not confirm the collection after taking the pet, Pets4Homes reserves the right to confirm the collection on behalf of the buyer. After 24 hours have passed since the pickup, the remaining funds will be automatically released to the seller.
The seller is responsible for ensuring that a pet is healthy when a buyer makes their payment and when the pet is collected.
The buyer and seller are responsible for waiting until a puppy or kitten is at least 8 weeks old on the collection date.
In the event that a rehoming is cancelled before the pet has been collected, the buyer is only entitled to either a partial or full refund depending on the circumstances.
The buyer will receive a full refund of any deposit they paid, plus the remaining balance and Pets4Homes guarantee fee if any of the following occurs:
There are some situations when the buyer may be entitled to only a partial refund. In these situations, any deposit which has been placed, and the Pets4Homes guarantee fee, will not be refunded. The buyer is entitled to a refund of their remaining balance when:
If the pet you bring home falls critically ill within 6 months of collection as a result of breeder neglect or a serious congenital disease, the buyer may be entitled to a full refund.
In these situations, Pets4Homes requires vet reports and any other necessary documents/photos for pets falling critically ill within 6 months of collection. This policy also covers instances where a pre-existing condition is discovered within 6 months of collection that was not previously disclosed by the seller and is clearly affecting the pet’s quality of life. Please note that any claims must be made within 9 months from the date of collection.
The seller is responsible for ensuring that the pet is healthy when the buyer places a payment upon or after viewing.
If it is determined that the seller is at fault for not fulfilling their above responsibily, the seller is required to refund the buyer should the buyer submit a claim under the Pets4Homes Guarantee.
We have answered some common questions here:
Support Portal: Pet Payment FAQ
This policy is subject to change and may be revised or updated at any time without prior notice. Please note that refund claims made more than 9 months after pet collection are not valid.
If contacting the other user to resolve any problem privately is unsuccessful, we recommend users to contact Pets4Homes Trust & Safety for support.
Please note that any arbitration for Pet Payment disputes must be conducted through Pets4Homes. Any user seeking arbitration externally (e.g., in small claims court or through a bank chargeback) will be in breach of these Pet Payment terms, resulting in their account being banned without compensation for any guarantee claims, listing fees, or boost packages.