Refund Policy

This Refund Policy explains when and how you can request a refund for optional paid promotions purchased on PetsFound UK. It forms part of our Terms of Service.

1. Nature of the service

PetsFound UK provides digital services only — publishing pet alerts and optional visibility promotions.

2. When a refund is possible

  • Before publication. If you paid but the listing has not yet appeared on the Website (for example, it is still awaiting review, or you change your mind before publication), a full refund can be issued.
  • Before a promotion is activated. For packages that boost visibility, a full refund can be issued before the promotion is activated on the listing.
  • Duplicate or technical-error charges. If you are charged more than once for the same order, or a charge happens because of a technical error on our side or with the payment processor, the duplicate or erroneous amount is refunded after verification.
  • Service not provided. If, after a successful payment, the service is not provided for reasons on our side, the amount paid is refunded.

3. When a refund is not possible

Because the service is digital and delivered electronically, a refund is not available:

  • after a basic pet alert has been published;
  • after a visibility promotion has been activated on the listing;
  • if a listing is later removed because you breached these Terms or the acceptable-use rules;
  • based on the outcome of a search (for example, if a pet was not found) — the outcome is not part of the service.

4. How to request a refund

Use the contact form with the email address used at checkout and include:

  • the order reference or a screenshot of the payment confirmation;
  • the date and approximate time of payment;
  • a short description of the reason for the request.

We review the request and respond within a reasonable time. Approved refunds are returned through the same payment method used for the original payment, according to the payment processor's rules. The exact crediting time depends on your bank and may take several business days.

5. Currency

Prices are shown on the Website before payment. You may have been charged in your local currency by the payment processor at the rate applied at the time of payment. Refunds are processed in the same currency you were actually charged. We do not compensate for exchange-rate differences between the time of payment and the time of refund.

6. Contact

Send refund questions through the contact form.