We understand how upsetting it can be if your new friend becomes ill shortly after collection. That's why we offer our Pets4Homes Guarantee when you use Pet Payments.
This guarantee covers instances of severe illness and fraud in the event that you do not receive the pet you reserved. We also cover situations when a pre-existing condition is discovered and the seller reasonably should have known (or did know) about it, but this was not disclosed to you prior to payment and severely affects the pet’s quality of life.
TABLE OF CONTENTS
- Determining Your Eligibility
- If you think you are eligible for the Pets4Homes Guarantee
- If you are not eligible for the Pets4Homes Guarantee
- Reporting Welfare Concerns
- Contacting the Trust & Safety Team
Determining Your Eligibility
Basic Eligibility
- Did you use Pet Payments on Pets4Homes?
- Was an illness discovered within 6 months of collection OR did the seller fail to rehome the pet with you?
If you answered "No" to any of the above questions, you are unfortunately ineligible for the Pets4Homes Guarantee regardless of any other circumstances per our Pet Payment Terms.
Unwell Pets
Some situations where a pet has fallen ill will be covered by the Pets4Homes Guarantee.
In what situations is a refund guaranteed?
You are generally guaranteed a full refund in the unfortunate event of a critical illness which severely impacts the pets quality of life, including but not limited to parvovirus, FIV, and terminal illnesses.
In what situations is a refund not guaranteed?
You are generally not guaranteed a refund if the pet has a mild or moderate illness which is not life-threatening. This includes but is not limited to fleas, diarrhoea, incorrect sex, if the owner has allergies, unforeseen circumstances, etc.
If you think you are eligible for the Pets4Homes Guarantee
Please reach out to our Trust & Safety Team and let us know. We will do our best to help you through this difficult time.
Please contact us and include:
- Documentation of the viewing date (if you had one which we recommend you should). This can be a screenshot of the chat or text conversation discussing your visit.
- Veterinary report and/or receipt showing diagnoses, treatments, prescriptions, etc.
- Screenshots of your conversation with the seller of any agreements you may have made.
- Any and all of the seller's phone numbers, email addresses, and aliases so we can perform a thorough investigation.
If you are not eligible for the Pets4Homes Guarantee
Please reach out to our Trust & Safety Team and let us know. We can still try our best to help you through this difficult time if your pet fell critically ill but you are unfortunately not eligible for protection.
Please contact us and include:
- Veterinary report and/or receipt showing diagnoses, treatments, prescriptions, etc.
- Screenshots of your conversation with the seller of any agreements you may have made.
- Any and all of the seller's phone numbers, email addresses, and aliases so we can perform a thorough investigation.
Our Trust and Safety Team will work with you and the seller to reach a solution. Depending on the circumstances, we might take different actions to try to set things right for you. However, if you are not covered through our guarantee, we are limited in the assistance we can provide. You should consider contacting your solicitor, the Trading Standards, and/or the Police if you wish to escalate a matter beyond what Pets4Homes can do to resolve this for you.
Reporting Welfare Concerns
You should also report any welfare concerns to the seller's local council and the RSPCA as they have the authority to inspect the premises in-person and can take further action if there are licensing issues or serious welfare concerns. We work closely with several local councils, trading standards and police agencies and can provide them with the details we hold on file to assist with any investigation after we receive a formal data protection request.
Find contact details for the local council
Reaching out to the RSPCA
Getting in touch with the RSPCA
Contacting the Trust & Safety Team
Reach out to our Trust and Safety Team as soon as possible. Let us know what has happened and provide any relevant documentation to support your claim. You should also alert the seller via Pets4Homes chat so they are aware of the situation. Please note that it's important to act quickly in these situations and to keep all communication with the seller through Pets4Homes chat. This will help us resolve any disputes quickly and effectively. We hope that your new pet brings you many years of happiness and love, but rest assured that if something does go wrong we are here to support you.
Please reach out to us by clicking the button below.