PawCover Terms
Buyer FAQ
How can I get PawCover
PawCover protection is available on listings where the breeder is set up for secure transactions. To enable PawCover, simply click Reserve on a listing. You’ll be prompted to enter the breeder’s unique PIN to begin checkout. If you don’t have the PIN yet, just message the breeder directly and they can share it with you.
What does PawCover cost?
Yes. To activate your protection, there is a fee based on the puppy’s price, with a minimum of $10. This isn't just a processing fee; it’s the price of protection. It covers secure escrow handling, our six-month health guarantee, verified reviews, and dedicated dispute resolution support. You’ll see the exact amount clearly displayed before you complete your transaction.
What methods can I use to pay?
You can pay securely with any major U.S. debit or credit card through our secure payment partner, Stripe.
Where is my money held? Is it safe?
Yes. Your payment is held securely by Lancaster Puppies until the puppy has been successfully collected. Once you confirm you have the puppy, by clicking on "Confirm Collection" in your My Pets section, the payment is released to the seller. This helps protect both sides and creates a clear record of the transaction.
What happens if the seller gets blocked before collection?
If a seller’s account is under review, we pause the process while the situation is assessed. If the seller is permanently blocked, we will arrange a refund for any payments covered by the PawCover.
What if there is an animal welfare concern?
If welfare concerns arise during the rehoming process, our Trust & Safety team will investigate and take appropriate action in line with our Welfare policies and PawCover.
What if I’m using a transportation company?
Pet Payments currently cover the purchase of the puppy only. Transportation arrangements are handled separately between you, the seller, and the transport provider, and are not included in PawCover.
Seller FAQ
What does it cost to enable PawCover?
There is no charge for sellers to enable PawCover. Buyers pay a 7.5% of the full sum of their purchase for PawCover. You will always receive the full amount you have agreed on.
Who can enable PawCover?
Eligible sellers can receive payments securely through Lancaster Puppies once they have completed ID verification and payment setup with our trusted provider.
How do buyers pay me?
Each eligible seller has a unique payment PIN connected to their account. You can share this PIN with buyers you plan to work with, and they will be required to enter the PIN to complete payment securely online. You should never share your PIN in the details or description of an advert, and only share it with buyers that you have vetted and want to continue working with.
What should I do if someone I don’t know wants to pay?
We always recommend speaking with the buyer first to confirm details and ensure you’re comfortable proceeding before sharing your PIN.
What happens if a buyer changes their mind?
If a sale does not proceed, the situation will be reviewed in line with our PawCover Terms, and our team will work with both parties to determine the appropriate outcome. Typically for a buyer cancellation the seller will keep the deposit if a deposit has been paid, but the balance will be returned to the buyer.
Why haven’t I received my payout yet?
Payments are released after the buyer confirms pickup in their My Pets section. Once released, the transfer is sent to your bank and should be an instant (within 24 hours) payment, but may take several business days to appear depending on your specific bank’s processing time.
What happens if the buyer gets blocked before collection?
If the buyer’s account is under review, the process is paused until the situation is resolved. If the transaction cannot proceed, it will be handled according to the PawCover terms.
What if I’m working with a transportation company?
PawCover currently covers the purchase of the puppy only. Transportation arrangements are handled separately between you, the buyer, and the transport provider, and are not included in the Pet Payments Guarantee.
What if I don’t want to get PawCover?
PawCover is not compulsory, but we strongly recommend using them whenever possible. Payments made through our system are monitored and tracked, and include added protections for both buyers and sellers. If payments are made privately outside the platform, we’re unable to assist with disputes, refunds, or any verification of the transaction.
Need Help?
We’re here for you! If you run into any issues or have questions, please submit a support ticket.