Pet Payment Terms
Buyer FAQ
When can I use Pet Payments?
Look for sellers with the “Request to Purchase” button in Chat. Sellers who do not use chat are not eligible for Pet Payments.
Does it cost to use Pet Payments?
Yes, for Buyers there is a small additional fee based on the pet’s price. This fee gives you peace of mind by including payment protection and our Pet Payments Guarantee. You’ll see the exact fee clearly outlined in the emails we send once you begin the process, and again at checkout. A minimum fee of $10 applies.
What methods can I use to pay?
You can pay securely with any major U.S. debit or credit card.
What happens if the seller gets blocked before collection?
If a seller is temporarily blocked, we pause the Pet Payment process until their account is reviewed. If the block is permanent, we will refund you in full for any payments covered by the Pet Payments Guarantee.
What if I get blocked?
If your account is temporarily blocked, we pause the Pet Payment process until the review is complete. If your account is permanently blocked for breaking our terms, your payment will be cancelled from your side and you may lose your deposit.
Where is my money held? Is it safe?
Yes. Your deposit is transferred directly to the seller, while the remaining balance is held safely in a protected account with our payments partner, Stripe. The balance is only released once you confirm collection of your new pet.
What if there is an animal welfare concern?
If there are any welfare concerns raised during the rehoming process, our Trust & Safety team will investigate and take appropriate action.
What if I’m using a transportation company?
Many buyers in the U.S. use transport companies to help collect their new pet. If you choose to use a transporter, please see our terms regarding coverage.
Seller FAQ
What does it cost to receive Pet Payments?
There is no charge for sellers to use Pet Payments. Buyers pay a small fee to cover the Pet Payments Guarantee and payment protection.
Who can use Pet Payments?
If you have an active advert, use our chat feature, and have completed ID verification with our trusted provider, you can use Pet Payments to securely receive payments for your pets.
Who can start a Pet Payment?
Either the buyer or the seller can start a Pet Payment in Chat. If the buyer sends a request, you can accept or decline it before the buyer pays. If you send the request, the buyer will be prompted to pay directly.
What should I do if someone I don’t know requests to pay me?
We recommend speaking with the buyer first. If you are not confident they can provide a suitable home for your pet, you should decline the request.
What happens if a buyer changes their mind?
Buyers can cancel a Pet Payment through chat. In most cases, this means you will keep the deposit. Please see the full Pet Payment Terms for more information.
What if there is an animal welfare concern?
If there are any welfare concerns during the rehoming process, our Trust & Safety team will investigate and take appropriate action.
Why haven’t I received my deposit or balance payment yet?
Most Pet Payments are paid out instantly after the buyer pays. In some cases, it may take up to 30 minutes. Very rarely, depending on your bank and holidays, it may take up to 2 working days. If you haven’t received funds after 2 working days, please contact our Trust & Safety team.
What happens if the buyer gets blocked before collection?
If a buyer is temporarily blocked, we pause the Pet Payment process. If they are permanently blocked, we will refund their remaining balance but you will usually keep the deposit.
What if I get blocked before the buyer picks up their pet?
If your account is temporarily blocked, we pause the Pet Payment process until review. If you are permanently blocked for breaking our terms, the payment will be cancelled and you may be required to return the deposit to the buyer.
What if I’m working with a transportation company?
Transportation is common in U.S. pet sales. If you and the buyer use a transport company, please see our terms regarding coverage.
What if I don’t want to use Pet Payments?
Pet Payments are automatically enabled for all sellers who use chat. Sellers cannot disable the payment option in chat, but they can choose to decline individual requests if they prefer not to use it. We strongly suggest making use of Pet Payments for your security and peace of mind.
Need Help?
We’re here for you! If you run into any issues or have questions, please submit a support ticket.