Frequently Asked Questions

Below you will find some of the most common questions regarding our deposit service. Should you have any additional questions, you are welcome to write our customer support by clicking here.

Is the deposit service free if I cancel the deposit?

Yes, in case either the buyer or the seller cancels the transfer of the deposit then the buyer is refunded the full amount of the deposit and the service charge.

Should I be concerned if the seller of the pet refuses to use the Pets4Homes deposit service?

’Since the deposit service is free of charge for sellers, we believe that there is little incentive for a genuine seller to not use it. We would therefore advise that you take extra care and reference our checklist before transferring a deposit to a seller who refuses to use the deposit service.

Do I have to use the Pets4Homes Deposit Service?

No. You are free to transfer the deposit to the seller in any way you like. However, we strongly recommend using the service, as it gives you as a buyer significantly more control and protection.

When should I as a buyer accept a transfer request?

You should only accept a transfer request when you have confirmed that the seller is genuine and after you have had a chance to view the pet over a video call or in person. To minimise risk, our recommendation is to transfer the deposit at the time of collection when you have the pet in your possession.  

What should I do if I would like to receive a refund of the deposit after it has been transferred to the seller?

In case you would like to receive a refund of the deposit, you should raise this with the seller directly. Once the deposit has left Pets4Homes we have no ability to claim the deposit back from the seller since we are not a legal party to the transaction between the buyer and the seller. If you want to claim the deposit back due to welfare concerns, we urge you to contact Pets4Homes so that we can investigate the seller.

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