Buyer Protection

At Pets & Plus, we believe every buyer deserves confidence when bringing a new pet into their family. Our Buyer Protection program is designed to safeguard your purchase and provide recourse if something goes wrong. This page explains what is covered, how to file a claim, and what to expect during the resolution process.

What's Covered

Buyer Protection applies to all transactions completed through the Pets & Plus platform where payment was processed via our secure checkout system. The following situations are covered:

• Misrepresented Animals: The animal you receive is materially different from what was described in the listing. This includes incorrect breed, sex, age, color, or undisclosed mixed-breed lineage. Claims must be supported by documentation from a licensed veterinarian.
• Health Guarantees Not Honored: The breeder provided a written health guarantee but refuses to honor it when a qualifying health condition is identified. This includes congenital defects, hereditary conditions, or communicable diseases present at the time of sale.
• No-Show Sellers: You completed payment but the seller failed to deliver the animal within the agreed-upon timeframe and is unresponsive to communication attempts for more than seventy-two (72) hours.
• Undisclosed Health Conditions: The animal was sold with a known, pre-existing health condition that was not disclosed in the listing or during pre-sale communications. A veterinary examination within fourteen (14) days of delivery must confirm the condition was pre-existing.
• Fraudulent Listings: The listing was created by a fraudulent seller, including stolen photos, fake credentials, or non-existent animals.

How to File a Claim

If you believe your purchase qualifies for Buyer Protection, follow these steps:

• Step 1 — Contact the Breeder: Before filing a claim, attempt to resolve the issue directly with the breeder through the Platform's messaging system. Many disputes can be resolved through direct communication.
• Step 2 — Submit a Claim: If the issue remains unresolved after forty-eight (48) hours, log in to your account and navigate to "My Purchases." Select the relevant transaction and click "File a Protection Claim." You may also email [email protected] with your order number.
• Step 3 — Provide Documentation: Include all relevant evidence to support your claim. This may include veterinary examination reports, photographs or videos of the animal, screenshots of the original listing, communication records with the breeder, and any health guarantee or contract documents.
• Step 4 — Await Review: Our Trust & Safety team will review your claim and may contact you or the breeder for additional information.

Claims must be filed within fourteen (14) days of receiving the animal, or within fourteen (14) days of the expected delivery date in cases of non-delivery.

Resolution Process & Timelines

Once a claim is submitted, the following process applies:

• Acknowledgment: You will receive confirmation that your claim has been received within one (1) business day.
• Investigation: Our Trust & Safety team will review all submitted evidence and may request additional information from either party. The investigation period is typically five (5) to ten (10) business days.
• Breeder Response: The breeder will be notified of the claim and given five (5) business days to respond with their perspective and any supporting documentation.
• Decision: A resolution decision will be communicated to both parties within fifteen (15) business days of the claim submission date. In complex cases requiring additional veterinary review, this timeline may be extended by up to ten (10) additional business days.
• Resolution: Depending on the findings, the resolution may include a full refund, a partial refund, reimbursement for veterinary expenses (up to $500), or an alternative remedy agreed upon by both parties.

Refund Policy

Refunds are available under the following conditions:

• Refund claims must be initiated within fourteen (14) days of the purchase date or delivery date, whichever is later.
• Full refunds are issued for non-delivery (no-show seller) and fraudulent listing cases where the claim is verified.
• For misrepresentation and undisclosed health conditions, refund amounts are determined on a case-by-case basis and may range from a partial refund to a full refund depending on the severity of the discrepancy.
• Approved refunds are processed within five (5) business days of the resolution decision and returned to the original payment method.
• In cases where the buyer wishes to keep the animal, a partial refund reflecting the difference between the advertised and actual value may be issued, along with reimbursement for documented veterinary expenses up to $500.

Limitations & Exclusions

Buyer Protection does not cover:

• Transactions conducted outside of the Pets & Plus platform, including payments made directly to a breeder via cash, personal check, Venmo, Zelle, or any method not processed through our checkout system.
• Buyer's remorse, changes of mind, or dissatisfaction with the animal's personality, size, or behavior that does not constitute a material misrepresentation.
• Health conditions or injuries that develop after the fourteen (14) day coverage period, unless they can be conclusively demonstrated to have been pre-existing through veterinary documentation.
• Animals purchased for commercial breeding, resale, or any purpose other than personal companionship, unless explicitly agreed upon in the listing terms.
• Claims filed after the fourteen (14) day deadline, except in extraordinary circumstances as determined at our sole discretion.
• Shipping damage or loss during transit when the buyer arranged their own independent shipping outside of options offered through the Platform.

Need Help?

If you have questions about Buyer Protection or need assistance with a purchase, our Trust & Safety team is here to help:

Pets & Plus, LLC
Attn: Trust & Safety
1200 Brickell Avenue, Suite 800
Miami, FL 33131
Email: [email protected]
Phone: (305) 555-0142 (Mon–Fri, 9 AM–6 PM ET)