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Making a Claim: Pets4Home Guarantee

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

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 other circumstances per our Pet Payment Buyer Terms.

Unwell Pets

Certain 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 diagnoses such as parvovirus, FIV, and death.

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, owner 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 if you think you are eligible. We will do our best to help you through this difficult time.

Please contact us and include:

  • Documentation of the viewing date (prior to sending your payment). 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 not eligible for the guarantee due to other circumstances. 

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. One example may be that we ask the seller to provide you a partial refund as a gesture of goodwill if your new pet has a health problem. You should consider contacting a solicitor, the Trading Standards, and/or the Police if relevant if you wish to pursue this further.


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

Find a 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.

Contact Us

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