TABLE OF CONTENTS
Pet Payments Info Pages
How to Use Pet Payments
Guarantee and Benefits
Pet Payment Terms
On which pets can I use Pet Payments?
You can only use Pet Payments for cats and dogs for sale. Look for sellers with the 'Ask to reserve' button on their advert or in Chat. If you want to buy a different species of pet, we have guidance and checklists to advise you of what you should look for to make sure that you have all the information you need!
Does it cost to use Pet Payments?
So that we can provide payment protection and guarantee the health of your pet we do charge a additional fee (based on the price of the pet). You can see the exact fee in emails after you start the Pet Payment process or when you come to pay.
What methods can I use to pay?
You can pay via Open Banking (recommended) or credit and debit card.
What happens if the seller gets blocked before collection?
Unfortunately, sometimes our users will be temporarily or permanently blocked from using Pets4Homes for example if they haven’t submitted the correct documentation or conduct themselves in an inappropriate way. In the case of a temporary block, we aim to get them unblocked as fast as possible. During this time we will pause the payment process.
If we have decided to permanently block the seller, we will issue you a full refund. We recommend you contact our Trust and Safety team to learn more if this happens. We advise you to find out why the seller was blocked so you can make an informed decision if you decide to go through with the rehoming off Pets4Homes.
What if I get blocked?
In the case of a temporary block, we aim to get you unblocked as fast as possible. During this time we will pause the payment process. If we decide to permanently block you, we will cancel the payments process as though you (the buyer) are cancelling.
Where is my money held? Is it safe?
Yes! While we transfer any deposit directly to the seller, we hold the non-deposit portion of the payment in a protected, “safe-guarded” bank account with our partner Stripe. The only time it’s moved is when you confirm collection and we make a transfer to the seller.
Can I pay a different price than the listed price?
Yes, for example, if you are buying two of their pets or the seller is advertising multiple pets at different prices, you can ask to reserve a pet as normal. Before the seller accepts your request they will have the option to modify the price to the agreed price. Ensure you keep good communication with the seller on the price you are both agreeing to.
Why is chat disabled in the app? I can’t manage my payment from the app.
Right now, our mobile app is unable to support the Pet Payments service. If you find a chat between you and a seller is disabled, this means you have made a request and should continue your communications on a PC, laptop, or in the browser of your mobile phone. We plan to bring the service to our mobile app shortly.
What does it cost to receive Pet Payments
You may use Pet Payments free of charge. We do charge buyers a small payment protection fee as we guarantee them a refund under our Health Guarantee and Payment Protection in certain situations.
Who can use Pet Payments?
Anyone with an advert for cats or dogs for sale can use Pet Payments to collect payment for their pets after completing ID verification through our secure provider.
Who can start a Pet Payment?
Both the buyer and the seller can send a request for a Pet Payment using the button in chat. If the buyer requests, the seller can decide to accept or decline the request before the buyer pays. If the seller requests, the buyer is asked to pay directly.
Can I set another price?
Yes, if you receive a request for the listed price on your advert but you have verbally agreed a different price with the buyer, or are wanting to rehome two pets with the same buyer, you are able to modify your price. If you accept the request in your Pets4Homes chat thread with the buyer, before the final confirmation you will be asked to set the final agreed upon price.
What should I do if someone I don’t know requests to pay for my pet?
In this case, we recommend speaking to the buyer and vetting them as you would usually. If you are not satisfied the buyer can offer a suitable home for your pet you should decline their request.
What happens if a buyer changes their mind?
While our Pet Payments service aims to reduce the chances of a buyer backing out of the rehoming process, it still might occasionally happen. If the buyer wishes to cancel, they may do so through the chat. If the buyer cancels because they have changed their mind, you will be entitled to keep the deposit you have received.
What if there is an animal welfare concern?
If there is a pet welfare concern on either side, we will investigate and address this case-by-case.
Why haven’t I received my deposit or balance payment yet?
Once you have accepted the buyer's request to reserve and the buyer has successfully completed the payment, you are committed to rehoming that pet with the buyer and may not cancel the arranged collection date (even if the payment has not yet arrived in your bank account). The reason for this is that the buyer has already successfully paid.
Most Pet Payments should be instantly paid out to you, but depending on how and when the buyer pays, what is being transferred, and which banks are involved, it may take up to 30 minutes. In rare circumstances, this may take 2 working days. If more than 2 working days have passed since you expected to receive the transfer, please contact our Trust & Safety Team and we will help you to resolve the problem.
What happens if the buyer gets blocked before collection?
Unfortunately, sometimes our users will be temporarily or permanently blocked from using Pets4Homes for example if they haven’t submitted the correct documentation or conduct themselves in an inappropriate way. In the case of a temporary block, we aim to get them unblocked as fast as possible. During this time we will pause the Pet Payment process.
If we have decided to permanently block the buyer, we will refund the remaining balance to the buyer but you will be entitled to keep the deposit. We advise you to find out why the buyer was blocked so you can make an informed decision about going through with the rehoming process off of Pets4Homes.
What if I get blocked?
In the case of a temporary block, we aim to get you unblocked as fast as possible. During this time we will pause the Pet Payment process. If we must permanently block you because you broke our terms of service we will cancel the payments process and treat it as you (the seller) cancelling. Read more here.