Cancelling a Pet Payment

Before the payment is sent

When a payment request is sent, it must be accepted and completed by the buyer to reserve a pet. If either the buyer or seller decides not to proceed, the request can be cancelled before any funds are taken.

How to cancel before payment:

Go to the relevant chat conversation.
Click “Decline request” (seller) or “Withdraw request” (buyer).

This cancels the Pet Payment request immediately, and no money will be charged to the buyer.

After the payment is sent

If payment has already been made but the rehoming cannot go ahead, cancellation is still possible. The steps differ depending on who cancels.

As the seller

If you choose to cancel, the buyer will receive a full refund of the deposit, remaining balance, and the guarantee fee.
You will be asked to return any deposit that was already transferred to you. We provide a secure link for repayment. Please do not send money back to the buyer directly through a private transfer.
If a buyer cancels before paying the full balance, you may choose whether to refund the deposit.

Please contact our Trust & Safety Team so we can arrange the refund process for you.

As the buyer

If you cancel after making payment, your deposit and guarantee fee are non-refundable.
Your remaining balance will be refunded to you.

Please contact our Trust & Safety Team to request cancellation so we can arrange your refund.

Important: If the seller asks you to cancel or decides not to continue, you may be entitled to receive your deposit back. Ask the seller to contact us directly to request cancellation. If they do not respond or refuse, let us know and provide screenshots of your chat showing what happened.

After the buyer clicks “Confirm collection”

If a buyer accidentally clicks “Confirm collection” in chat before picking up their pet:

Contact our Trust & Safety Team right away and explain what happened.

If you have already collected your pet and problems come up after rehoming, please see our article on Making a Claim: Pet Payment Guarantee.

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.