TABLE OF CONTENTS
Pet Payments info pages
Pet Payments for Trusted Breeders
How to use Pet Payments
Enabling Pet Payments / transacting through Pets4Homes (Sellers)
Get your pet with Pet Payment protection (Buyers)
Guarantee and benefits
Pet Payments Terms
Buyer FAQ
How do I use Pet Payments?
You can use Pet Payments for all pets that are 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?
The cost is a percentage of your total fee and covers our essential protection services, including a six-month health guarantee and access to verified reviews. This is the price of protection, not a processing fee, ensuring you can focus entirely on welcoming your new family member home.
What methods can I use to pay?
You can pay via Open Banking (recommended), credit card, or debit card. We do not accept American Express.
What happens if the seller gets blocked before collection?
If we need to review a breeder's account, we temporarily pause the payment process while our Trust & Safety team investigates. As a neutral third party, we act to protect both sides when the unexpected happens. If you are eligible for coverage under Pet Payments, we will issue a full refund to ensure your money remains safe.
What if I get blocked?
While a user is blocked, we pause the payment process. In the case of a temporary block, we aim to get you unblocked as fast as possible. If you are permanently blocked, the payment will be cancelled from your side and you will lose the deposit.
Where is my money held? Is it safe?
Any deposit you pay goes straight to the seller to secure your pet. You can pay the remaining balance whenever suits you before collection, including on the day. If you pay it early, it's held by our payment provider, Stripe, which is authorised by the Financial Conduct Authority and keeps customers' money separate from its own. It's released to the seller as soon as you confirm you've collected your pet.
What if there is an animal welfare concern?
We take pet welfare very seriously. If a concern is raised by either a family or a breeder, our Trust & Safety team will investigate each situation individually. As a neutral third party, we step in to support both sides and ensure the wellbeing of the pet remains the absolute priority.
Do I need to use Pet Payments to get the Royal Canin discount?
No. Every new puppy or kitten owner on Pets4Homes can get 50% off their first Royal Canin food order. If you paid through Pets4Homes, your food recommendation is ready on your pet's profile in My Pets. If you paid another way, log in and open the Royal Canin Product Finder. See how to claim your discount.
Who do I contact about a Royal Canin order?
Royal Canin handles its own orders, deliveries and refunds. You can reach them at buydirect.gbr@royalcanin.com or 0330 678 1520 (option 2, then option 3), Monday to Thursday 9am to 3pm and Friday 9am to 1pm. We can't see Royal Canin orders on our side.
Seller FAQ
What does it cost to enable Pet Payments on my listings?
Activating Pet Payments on your listings is completely free for breeders. We believe in partnership, which is why we handle the secure infrastructure at no cost to you. Buyers pay a protection fee for verified reviews and the six-month health guarantee. This gives them the confidence they need to commit to a transaction, making it easier for you to find the right match.
Who can enable Pet Payments?
Any breeder with a live advert can receive a request to complete a Pet Payment. To ensure our community remains a trusted environment for everyone, you simply need to complete ID verification through our secure provider before you can accept your first payout. This one-time process helps build your reputation by showing buyers they are dealing with a verified professional.
Who can initiate a Pet Payment?
Both you and the buyer can start the process by using the button within your chat.
If a buyer requests: You have the opportunity to review and accept or decline the request before any money is moved.
If you request: The buyer will be prompted to complete their payment to secure the pet.
What should I do if someone I don’t know requests to pay for my pet?
We recommend vetting every buyer as you normally would to ensure they can offer a suitable, loving home for your pet. As the expert, you are in control of your placements. If you are not satisfied that a buyer is the right fit, you can always decline their request.
What happens if a buyer changes their mind?
While Pet Payments is designed to attract serious families and reduce time-wasters, we understand that life can be unpredictable. If a buyer chooses to cancel after they have paid, they can do so through the chat. In these instances, you will typically retain the deposit to respect your time and the opportunity held for that buyer. Please refer to the Pet Payments terms for full details.
What if there is an animal welfare concern?
We take the wellbeing of every pet seriously. If a welfare concern is raised by either a family or a breeder, our Trust & Safety team will investigate and address the situation on a case-by-case basis. Our role is to act as a neutral third party to ensure our community standards are upheld and that every pet is heading to a safe, suitable home.
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.
Most payments should be instantly paid out to you, but depending on individual circumstances this may take up to 30 minutes. In extremely rare circumstances, this may take up to 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.
Does Pets4Homes hold my money or earn interest on it?
No. Your deposit is paid out to your bank straight away. If the buyer pays the balance before collection, it's held with our payment provider, Stripe, and paid out to you as soon as they confirm they've collected their pet. Pets4Homes only takes the buyer's fee and does not earn interest on any monies held.
What happens if the buyer gets blocked before collection?
While a user is blocked, we pause the payment process. In the case of a temporary block, we aim to get a seller unblocked as fast as possible. 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 that you find out why the buyer was blocked so you can make an informed decision if you choose to continue the rehoming process off of Pets4Homes.
What if I get blocked before the buyer picks up their pet?
While a user is blocked, we pause the payment process. In the case of a temporary block, we aim to get you unblocked as fast as possible. If we must permanently block you because you broke our terms of service we will cancel the payments process and treat it as though you (the seller) are cancelling. In most cases, this will mean you must return the deposit.