Pet Payment Guarantee: How it works and how to get help
Bringing home a new pet should be a joyful experience, and we understand how upsetting it can be if your new companion becomes unwell or any other issues arise soon after collection. That is why we created the Pet Payments Guarantee for purchases made through Pet Payments on Lancaster Puppies.
This guarantee is here to protect you in the rare event of a serious illness, if you do not receive the pet you reserved, or if a significant pre-existing condition is discovered that the seller knew, or should reasonably have known, and did not share before payment. In these cases, we step in to help ensure you are treated fairly and supported during a difficult time.
For the full details, please review the Pet Payment Terms & Conditions.
Determining your eligibility
Basic eligibility questions
- Did you complete your purchase using Pet Payments on Lancaster Puppies?
- Was a qualifying issue discovered within 6 months of collection, or did the seller fail to rehome the pet with you?
If you answer “No” to either question, the Pet Payment Guarantee does not apply. See the Terms for full eligibility rules, including claim time limits.
Unwell pets: what is covered
In what situations is a refund generally guaranteed?
- Critical illness that severely impacts the pet’s quality of life.
- Terminal illness confirmed by a licensed veterinarian.
- Undisclosed pre-existing condition that the seller knew or should reasonably have known, and that clearly affects quality of life.
- Non-delivery, for example the seller cancels or you never receive the pet after paying through Pet Payments.
In what situations is a refund generally not guaranteed?
Mild or moderate issues that are not life-threatening are usually not covered. Examples include, but are not limited to:
- Fleas or minor parasitic issues
- Short-term diarrhea or minor stomach upset
- Incorrect sex recorded by mistake
- Owner allergies or a change in personal circumstances
- Issues that arise during 3rd party transportation.
Please refer to the Pet Payment Terms & Conditions for the precise definitions and requirements.
If you think you are eligible
Reach out to our Trust & Safety Team as soon as possible. We will guide you through next steps and review your case.
Please include:
- Proof of any viewing or collection arrangement, for example a screenshot of your chat conversation.
- A veterinary report and any invoices for diagnoses, treatments, or prescriptions.
- Screenshots of your conversation with the seller that show any agreements or disclosures.
- Any phone numbers, email addresses, or aliases used by the seller to help our investigation.
If you are not eligible
Please still contact our Trust & Safety Team. While the guarantee may not apply, we can often help mediate and advise on next steps.
What to send:
- A veterinary report and any related receipts.
- Screenshots of your conversation with the seller.
- Any contact details or aliases used by the seller.
Our Trust & Safety Team will work with you and the seller to try to resolve the issue. If the guarantee does not apply, our options are more limited. You may wish to contact a licensed attorney, local consumer protection resources, animal control, or law enforcement for additional support.
Contacting the Trust & Safety Team
Contact us as soon as you can, explain what happened, and include the documentation listed above. Please also notify the seller through Lancaster Puppies chat. Keep all communication inside Lancaster Puppies chat so there is a clear record for review.
We hope your new pet brings you many years of happiness. If something goes wrong, we are here to support you.
Need Help?
We are here for you. If you have questions or need assistance, please submit a support ticket and our team will be glad to help.