Cancelling a Pet Payment

Before payment is completed

If a buyer has not yet completed checkout, no funds have been taken and the purchase has not been secured. In this case, the buyer can simply choose not to proceed and no further action is required.

If you believe a payment was started in error, you can contact our team and we’ll be happy to review it for you.

After payment has been completed

If payment has already been made but the rehoming cannot go ahead, cancellation is still possible. Our team will review the situation and guide both parties through the appropriate next steps.

As the seller

If you decide not to proceed with the sale, the buyer may be eligible for a full refund in line with the Pet Payments Terms.
If funds need to be returned, we will provide a secure repayment link so the refund can be processed correctly.
Please do not send money back to the buyer privately, as this can delay or complicate the refund process.
Contact our Trust & Safety team so we can help arrange the cancellation and refund for you.

As the buyer

If you need to cancel after making payment, please contact our Trust & Safety team so we can review the situation and advise you on the next steps.
Refund eligibility depends on the circumstances of the cancellation and the Pet Payments Terms.
If the seller has asked to cancel or is no longer proceeding, please share any messages or evidence so we can assist you more quickly.

After confirming collection

Once a buyer confirms collection in their My Pets section, the payment is released and the rehoming is considered complete.

If confirmation was made by mistake, please contact our Trust & Safety team as soon as possible so we can review the situation.

If you have already collected your pet and concerns arise afterwards, please see our article on Making a Claim: Pet Payments Guarantee for guidance on next steps.

Need Help?

We are here for you. If you have any questions or need assistance, please submit a support ticket and our team will be glad to help.