NAVIGATION

DO's and DON'Ts

Please read this page with care, as it explains the dos and don'ts, the ins and outs, the ups and downs (and everything in between) of being a member of the PetPay community. These policies only apply to PetPay.com; alas, we do not control the universe, or even the rest of the Internet. If you still have questions after reading these policies, please feel free to contact us.

Table of Contents

Membership

We expect all members of PetPay (including PetPay's staff) to treat each other with respect and kindness. Remember that behind every PetPay account is a real person with feelings. Your account on PetPay is your identity. You are responsible for your conduct and all content submitted under your account on PetPay.

  • By joining PetPay, you agree to abide by the policies outlined here and in our Terms of Use.
  • You may not use the word "PetPay" in your email address.
  • You must be at least 18 years of age to hold an account on PetPay.
    • If you are under 18, you must have the permission and supervision of a parent or legal guardian who is at least 18 years of age; that adult is responsible for the account.
    • If you are under the age of 18, you may not utilize the community features on PetPay unless otherwise specified by PetPay. When using PetPay, those under 18 must, at all times, have the permission and supervision of a parent or legal guardian who is at least 18 years of age.
  • You may not use mature, profane or racist language.
  • You may not use the public areas of your account to demonstrate or discuss disputes with others or with PetPay.
  • You may not transfer ownership or sell your PetPay account to another party.
  • You may not use PetPay to direct shoppers to another online selling venue to purchase the same pet as listed in your PetPay account, as this may constitute fee avoidance. This includes posting links/URLs or providing information sufficient to locate the other online venue(s).
  • A PetPay account may not be used for the purpose of redirecting traffic to another web location. Please contact Support to have your account closed if you are no longer using it.
  • Keep your account information updated and accurate. Your account must have a valid email address at all times. PetPay will use the email address on file in your account information to contact you when necessary.
  • PetPay encourages all members to resolve their own disputes. As a venue, PetPay cannot legally mediate disputes between members or other parties but offers Dispute Resolution services through PetPay Dispute Resolution.

Multiple accounts held by one person

Having more than one account ("multiple accounts" or "alternate accounts") is not something PetPay encourages, as it has the potential to cause confusion. Keep in mind that information and accounts cannot be merged in any way, so if you change your mind later, you will not be able to transfer information (for example: listings, references, favorites or purchase history) from one account to another.

  • You may not use an alternate account to purchase pets from yourself. This is called "shilling."
  • You may not list the same unique pet in more than one account on PetPay.

PetPay will not issue refunds or credits for accidental activity stemming from multiple account ownership. Members who do not comply with PetPay's policies may be subject to review, which can result in suspension of account privileges and/or termination. This includes all of your accounts by virtue of association. In other words, PetPay reserves the right to suspend the use of the site for a person and all username(s) he/she operates under. Suspended or terminated members remain obligated to pay PetPay for all unpaid fees per our Terms of Use.

Multiple people using a single account

An account that involves more than one person is called a collective account and is not allowed. There are multiple scenarios in which multiple people who know each other would attempt to use a single account; (1) puppy mills, (2) puppy brokers, (3) person(s) representing a group of breeders.

Members who do not comply with PetPay's policies may be subject to review, which can result in suspension of account privileges and/or termination. Suspended or terminated members remain obligated to pay PetPay for all unpaid fees per our Terms of Use.

What to look for:

You'll want a breeder who requires some things of you, too. A reputable breeder doesn't just sell her puppies to the first interested buyer!

The breeder should require you to:

  1. Explain why you want a dog.
  2. Tell her who in the family will be responsible for the pup's daily care, who will attend training classes, where the dog will spend most of her time, and what "rules" have been decided upon for the puppy--for example, will the dog be allowed on furniture?
  3. Provide a veterinary reference if you already have pets or, if you don't have other pets, she should ask which practices you are considering for your new puppy.
  4. Provide proof from your landlord or condominium board (if you rent or live in a condominium complex) that you are allowed to have companion animals.
  5. Sign a contract that you will spay or neuter the dog unless you will be actively involved in showing him or her (which applies to show-quality dogs only).
  6. Sign a contract stating that you will return the dog to the breeder should you be unable to keep the dog at any point in the dog's life.

Transactions

As a transaction management platform, PetPay’s role is to ensure a safe and secure adoption. As a buyer, when you place a deposit or payment in full for a pet on PetPay, you enter into a transaction with PetPay and an independent buyer. Buyers and Sellers agree to abide and be bound in full to the transaction agreement, health guarantee, in accordance with PetPay’s site-wide policies.

A transaction is created when a buyer has completed the adoption checkout process on PetPay by making a payment. Buyer must agree to the terms of the sale then submit payment. Sellers are given ample time to review the proposed sale and cancel or void the transaction. Both the buyer and the seller are sent an email from PetPay about the sale with a receipt record in their PetPay account. A transaction is considered complete after the buyer and seller agree to terms, all final invoices are paid in full by the buyer and the seller has shipped the pet to the buyer or the buyer has picked up the pet in person. Transaction fees are collected at the time of checkout and deducted from the payment prior to deposit into Sellers account.

PetPay aims to keep the transaction experience consistent across our platform.

Buyer Best Practices

As a buyer on PetPay, you must take steps to help create a smooth transaction:

ALWAYS do the following:

  • ALWAYS read and understand How the Service works in your favor.
  • ALWAYS provide accurate, truthful, current and complete information.
  • ALWAYS provide personal references.
  • ALWAYS provide accurate, truthful, current and complete information during the adoption checkout.

NEVER do the following:

  • NEVER send funds directly to a seller. Contact us if a seller requests payment outside of PetPay.
  • NEVER agree to send additional funds from what was agreed upon. Contact us if a seller requests additional funds.
  • NEVER continue with a transaction if the seller states they are from Africa, Lagos, Nigeria, Cameroon or London. Contact us if you suspect fraud.
  • NEVER agree to adopt a pet from a seller whom speaks of missionary work or AIDS relief work to build trust. Contact us if you suspect fraud.

PetPay Security for Buyers

PetPay secures you from checkout to delivery and uses the latest anti-fraud technology to help spot problems before they happen. We never reveal your financial information to sellers. And if something goes wrong with an order, we’ll investigate as defined under Dispute Resolution services. Request Seller's provide all necessary registration paperwork, documents and contracts via PetPay Contracts.

PetPay Security for Sellers

Ensure you have the necessary documents to support your case in the event of a buyer dispute or chargeback. Your account status may not be affected in the event a buyer opens a displute claim or reports a problem with a transaction. The seller should adhere to the guidelines listed below, including Site Policies and Terms.

  • Communicate with the buyer via PetPay's communication channels.
  • Accurately photograph and describe the pet(s), including details like breed, price, color, size, age, included items, registration paperwork, etc.
  • Provide a date by which the pet(s) will be shipped or picked-up using the tools provided by PetPay, and deliver the pet(s) accordingly.
  • Provide proof of shipping; additionally, provide proof of delivery for pet(s) shipped within the USA.

PetPay Fraud Assurance Program ("Zero Fraud Liability")

Seller's may particpate in PetPay's Fraud Assurance program for a fee of 2% per transaction. Every transaction marked as "Guaranteed" within your Account guarantees if you get a chargeback, you will get reimbursed within 48 hours. Chargeback Assurance is not provided in the likelihood the Buyer disputed charges due to Seller's failure to abide by Seller Code of Ethics or due to the health of the pet. Seller's may not use this program to practice unethical breeding including the sale of sick pets. The program fees to analyze, score and guarantee or decline a transaction are non-refundable.

The Program, powered by Signifyd, assures zero fraud liability for Seller's. The Program, including it's terms, fees, and all chargeback refunds are provided by Signifyd. PetPay offers no financial protection nor recourse shall Signifyd not guarantee a transaction for chargeback protection. Zero Fraud Liability does not apply to ACH payments or friendly fraud. This program does not replace nor substitute any of your duties and obligations of indebtedness for payments, fees or losses of any kind.

Types of Chargebacks

The first thing to know about chargebacks is that they're not all the same. When the cardholder initiates a chargeback, they are prompted to give a reason for doing so. The most common reasons are:

  • Billing dispute: Merchants who make billing errors (either by billing too much or double billing their customers) will be at risk of a chargeback. While many merchants proactively correct any billing errors, billing issues unbeknownst to merchants that don’t result in a quick refund will likely result in a chargeback.
  • Broken item: When a customer receives an item that they claimed was broken upon arrival or quickly breaks down after, the merchant may receive a broken item chargeback.
  • Item not received: Item not received is the chargeback filed against a merchant when a customer reports that they never received the good that they paid for.
  • Item significantly different than described: If a merchant ships a red t-shirt when a customer ordered a blue one, the merchant may receive an item significantly different than described chargeback.
  • Transaction not recognized: This fraud-related chargeback is reported to merchants from customers who claim to not know why the transaction was reported on their card.
  • Fraud, card not present: This more commonly reported fraud-related chargeback is levied against merchants when a consumer claims that their card information was stolen.

Most of these chargebacks are fairly self-explanatory, but let’s delve into the instances of fraud that can cause chargebacks.

  • Actual fraud: The most obvious reason for a chargeback is also the most common. A fraudster used a legitimate cardholder’s information, purchased an item from a merchant and the merchant shipped said order to the fraudster. The real cardholder, seeing this charge on their statement, files a chargeback request with their issuing bank against the charges on their credit or debit card. In cases of actual fraud, there is little that merchants can do other than refund the sale amount without the expectation of receiving their items back.
  • Friendly fraud: Friendly fraud (also called chargeback fraud) is an industry term for legitimate cardholders, who place an order, then after the services or good have been received, file a chargeback request, claiming that they either (1) did not place the order, (2) never received the merchandise, or (3) the merchandise received was different than described or (4) broken. It is nearly impossible to detect friendly fraud, since these are legitimate cardholders, and incredibly hard to prosecute. Most merchants deal with this issue by creating customer blacklists.
List of eligible chargebacks that qualify for reimbursement:
  • Code #37 – Fraud Transaction No Cardholder Authorization
  • Code #40 – Fraudulent Processing of Transactions
  • Code #57 – Fraudulent Multiple Transactions
  • Code #62 – Counterfeit Transaction
  • Code #63 – Cardholder Does Not Recognize Potential Fraud
  • Code #75 – Cardholder Does Not Recognize Transaction
  • Code #83 – Fraudulent Transaction: Card Not Present Environment

*PetPay or it's Partner Banks reserves the right to suspend your account and/or use of the site for excessive Chargebacks related to your sales.

Transaction concerns or disputes

We hope that your experience on PetPay is smooth and hassle-free. In the event of a problem with a transaction, we require you to contact PetPay immediately and FIRST.

There are four types of disputes that a buyer may typically report post delivery for which PetPay will work to resolve: a pet that did not arrive (also referred to as a “Non-Delivery” case), or a pet received that is significantly different than agreed upon by the buyer and seller in the transaction (also referred to as an “Pet Not As Described” case), or a pet received that is sick (also referred to as "Unhealthy Pet"), or regarding anything else (also referred to as "Other Complaint").

Emergency Services: In the event PetPay must step in to avert a crisis or hardship upon the Buyer that is determined to be caused by the Seller not upholding their obligations then PetPay reserves the right to assess the Seller a $199.00 Emergency Services Fee.

Non-Delivery

A non-delivery situation arises when a buyer has paid in full, but then did not receive the pet. PetPay requires the buyer contact the us immediately if the Breeder does not show.

  • The seller must ship the pet as specified by the deliver-by date set using the tools provided by PetPay, or within a reasonable amount of time.
  • A case may be closed after the buyer and seller reached a resolution agreement, or the pet was delivered, or PetPay issued a full refund.
  • If a case is escalated to PetPay, the seller may be asked to provide PetPay with additional information (for example: proof of shipping and/or delivery, proof of refund) to help resolve the dispute.
  • Both parties must abide PetPay's decision.

A seller who fails to ship a pet, respond to a non-delivery case or settle a disputed transaction in a reasonable manner may be suspended. Members who do not comply with PetPay's policies may be subject to review, which can result in suspension of account privileges and/or termination. Suspended or terminated members remain obligated to pay PetPay for all unpaid fees per our Terms of Use.

Pet Not as Described

A pet is “Pet not as described” if it is substantially different than explicitly agreed upon. In the event the buyer received a pet that is Pet not as described, the buyer must contact us immediately and REFUSE delivery.

  • The seller must accurately describe the pet in the listing.
  • The seller must comply with the transaction agreement or according to the terms in the seller's policies including PetPay Site Policies. In order to qualify for Seller Security, sellers’ policies must be consistent with PetPay’s policies.
  • A case may be closed after PetPay works with both parties to reach a resolution agreement, or the Buyer was issued a full refund.
  • If a case is escalated to PetPay, both buyer and seller may be asked to provide additional information (for example: photographs of the pet) to help resolve the dispute.
  • Both parties must abide PetPay's decision.

A seller who ships a pet that is not as described, fails to respond to a case or settle a disputed transaction in a reasonable manner may be suspended. Members who do not comply with PetPay's policies may be subject to review, which can result in suspension of account privileges and/or termination. Suspended or terminated members remain obligated to pay PetPay for all unpaid fees per our Terms of Use.

Non-Payment

Non-payment occurs when a buyer did not or cannot complete payment after a transaction has been created and agreed upon. PetPay will invoice the buyer in an attempt to collect payment as the pet will not be shipped until full payment is provided. Sellers are urged to consider customer service best practices.

  • The buyer must pay a non-refundable deposit the time the transaction is created, according to the transaction agreement or according to the Terms and Conditions of Sale.
  • PetPay may cancel a transaction for non-payment when applicable (see Transaction cancellation).

Refusing Sale

PetPay encourages sellers to engage in clear and consistent communication, consider customer service best practices and honor transaction agreements. However, if a seller cannot complete a transaction due to an extraordinary circumstance at the fault of the Seller or Buyer, then the seller may refuse the sale to the buyer. Seller's may refuse sale to Buyer's for a variety of reasons. Seller's determine who they sell their pets to.

  • The seller should notify PetPay regarding a refusal of sale to a particular Buyer. PetPay will then communicate directly with Buyer.
  • The seller should refuse sale prior to shipping.
  • If the buyer has already paid, PetPay will refund Buyer in accordance to the Terms and Conditions of Sale.
  • The seller may cancel the transaction when applicable (see Transaction cancellation).

Members who abuse the privilege to refuse sale may be subject to review, which can result in suspension of account privileges and/or termination. Suspended or terminated members remain obligated to pay PetPay for all unpaid fees per our Terms of Use.

Interference

To ensure the integrity of PetPay's platform and help protect members from potentially fraudulent activity, transaction interference is not allowed on PetPay.

  • You may not contact another member to buy or sell a pet listed on PetPay outside of PetPay. This may also constitute fee avoidance.
  • You may not communicate with another member to warn the member away from a particular buyer, seller or pet.
  • Posting in the public areas of your account (for example: Profile, About Me, Listings) to demonstrate or discuss a dispute with others or with PetPay may be considered a form of interference.

Members who do not comply with PetPay's policies may be subject to review, which can result in suspension of account privileges and/or termination. Suspended or terminated members remain obligated to pay PetPay for all unpaid fees per our Terms of Use.

Transaction Process Flow

  • Buyer submits payment for the deposit amount or full payment.
  • Funds are deposited into Seller's PetPay Account or Bank Account the next day.
  • Buyer agrees to Terms and Conditions of Sale and PetPay Health Guarantee at the time of sale.
  • Seller must review then accept or decline the transaction.
  • Upon acceptance from the Seller the deposit is non-refundable and the transaction is binding.
  • PetPay sets a due date for the Final Payment if payment is not already paid in full.
  • PetPay may invoice Buyer for additional expenses.
  • Buyer receives notification of a pending invoices due.
  • Buyer submits payment for outstanding invoices.
  • Buyer signs payment receipt contracts providing evidence of authorization/sale.
  • PetPay educates the Buyer on puppy ownership.
  • PetPay works with the Buyer to setup transportation.
  • Buyer receives pet, inspects pet and then signs Delivery Confirmation and Transfer of Ownership along with a Delivery Picture.
  • Buyer may complete a review and upload pictures of themselves with their new pet.

Transaction Cancellation

Sellers agree to complete valid transactions. On occasion, a seller may need to cancel or void transactions, as defined below. Only the seller in a transaction may cancel the transaction. When applicable, PetPay issues credits to the seller for fees related to a cancelled transaction. PetPay reserves the right to assess Sellers a Marketing Fee of $199.00 or up to 5% of the purchase price, whichever is greater, to cover losses accrued in the marketing, servicing, credit card processing, contract signing, and transaction management of the sale.

If a buyer would like to cancel a transaction, the buyer must contact PetPay immediately and FIRST. Cancellations will be subject to Terms and Conditions of Sale. Returns are defined within Terms and Conditions of Sale; the buyer needs to contact PetPay for approval prior to sending the pet back to the seller.

  • The seller may not cancel a transaction for the purpose of avoiding fees or feedback.
  • The seller may cancel an invalid or void transaction, as defined by these circumstances:
    • The buyer did not pay (see Non-payment) at the time the transaction was created, according to the transaction agreement or according to the Terms and Conditions of Sale.
    • The seller refuses to do business with Buyer after determing their pet is not a good fit for the buyer.
    • The seller may NOT want to do business with Buyer after determing their pet is not a good fit for the buyer.
    • Any of the following additional criteria are met:

Members who abuse the privilege to cancel transactions may be subject to review, which can result in suspension of account privileges and/or termination. Suspended or terminated members remain obligated to pay PetPay for all unpaid fees per our Terms of Use.

Transaction Feedback

Feedback is a way to establish a reputation of trust for buyers and the PetPay platform. For every transaction, the buyer has the opportunity to submit a rating (positive, neutral or negative), an optional comment and an optional Customer Appreciation Photo. The buyer has the opportunity to submit feedback for up to 120 days after the date of the transaction or until the transaction is canceled by the seller (for void or invalid transactions). Consistency, fairness and honesty are critical to the integrity of the feedback system. Feedback directly affects a member's reputation, so we ask that members take it seriously.

Members may ask PetPay to review feedback for removal. Contact Support to request a feedback review. PetPay does not investigate the validity of opinions or statements made in feedback or mediate feedback disputes. At PetPay's discretion and without notice to both parties involved, feedback may be removed or altered by PetPay in the following circumstances:

  • Personally identifying or private information was published (for example: a phone number, real name, email address, physical address, content of a private PetPay Conversation, details regarding an PetPay investigation).
  • Feedback contains mature, profane or racist language and/or images.
  • Feedback contains spam, links, scripts or advertising.
  • Shilling is evident (fraudulent inflation of feedback rating by use of an alternate account).
  • Feedback is given for a transaction created for the sole purpose of leaving feedback.
  • Negative or neutral feedback was mistakenly submitted for a different transaction.
  • Negative or neutral feedback refers to an unrelated transaction.
  • Negative or neutral feedback comments about using PetPay or other services (for example: payment processors).
  • A member is confused about how to use the Feedback system, resulting in unintended negative or neutral feedback.
  • PetPay is provided with a valid court order requesting removal of feedback.

Members with low overall feedback scores or members who have violated the above policies for feedback may be subject to review, which can result in suspension of account privileges and/or termination. Suspended or terminated members remain obligated to pay PetPay for all unpaid fees per our Terms of Use.

Prohibited Stuff

Every PetPay seller is responsible for following the laws that apply to you, your kennel and your pets, including any shipping restrictions for your pets.

Every listing must advertise one individual pet. Meaning every listing must be unique to one particular puppy for instance.

Sellers may not create listings advertising a litter of puppies.

Any listing advertising anything other than a pet under the appropriate breed category will be removed and your account suspended.

Seller Guidelines

Please keep the following things in mind as you set up your profile and create listings:

  • An individual seller's policies must abide by PetPay's site-wide policies.
  • Do not make illegal use of photographs or written text. This is in violation of our Terms of Use.
  • You may not use mature, profane or racist language or images in the public areas of your profile (for example: profile picture, listing images, profile, About page, About sections, Match Responses, etc.).
  • You must pay any PetPay fees on time to avoid penalties, including but not limited to: suspension of listing privileges and/or account termination.
  • You may not engage in any activity to avoid PetPay's fees ("fee avoidance"). This includes but is not limited to: completing a transaction off-PetPay once it has been initiated on the site, listing a pet below its intended purchase price or canceling a valid completed transaction.
  • You may not knowingly misrepresent your language. Profile and listing information should be accurate, complete, current and truthful.

Members who do not comply with PetPay's policies may be subject to review, which can result in suspension of account privileges and/or termination. Suspended or terminated members remain obligated to pay PetPay for all unpaid fees per our Terms of Use.

Listings

All listings on PetPay should be clear, accurate, truthful, complete and detailed. Accurate and unique photos, unique videos, unique nicknames, unique descriptions and listing information are critical to selling on PetPay. Keep these policies in mind as you list and describe your pets:

  • Listing descriptions and photos must accurately describe the pet for sale so buyers know what is included in the purchase.
  • Each listing must be of a pet that is available for purchase.
  • You may not create a listing for a pet that is not for sale or for adoption.
  • A listing may not be created for the sole purpose of sharing photographs or other information with the community.
  • A listing may not be created solely as an advertisement. This includes notices of sales or promotions.
  • A listing may not advertise stud services.
  • A listing may not advertise a pet for free.
  • Each pet must have its own NickName.
  • Listing prices must be reasonable.
  • You may price a pet how you choose; however, a listing should not be created with an inaccurate price in order to keep it from selling.
  • The shipping cost must be reasonable for the pet.
  • You may not edit a listing's information to change it to an entirely different pet; this is considered fee avoidance.
  • You may not use PetPay to direct buyers to another online selling venue to purchase the same pet as listed in your PetPay account, as this may constitute fee avoidance. This includes posting links/URLs or providing information sufficient to locate the other online venue(s).

Listings that do not comply with PetPay's policies may be reported for review. Members who do not comply with PetPay's policies may be subject to review, which can result in suspension of account privileges and/or termination. If PetPay removes a listing for violating PetPay policy, the seller is still obligated to pay the listing fee for that listing. Suspended or terminated members remain obligated to pay PetPay for all unpaid fees per our Terms of Use.

General Community Conduct

  • Above all: treat one another with respect. Remember, there is a real person behind each name.
  • Harassing, insulting, bullying or abusing other members is not allowed. No trolling or baiting.
  • Don’t disparage a specific member, kennel or pet (identified either by name or with detailed hints) with unconstructive, negative posts.
  • Offering helpful, constructive criticism or voicing a dissenting opinion is okay, but don’t be mean or disrespectful when delivering your message.
  • Community spaces are public, so use discretion when discussing transaction and/or feedback matters and avoid disclosing private details.
  • Do not publicly post another person's private information without their explicit consent (for example: phone numbers, addresses, full names, or the content of private email, Conversations or letters).
  • Do not use the community spaces to facilitate or arrange any sort of transaction outside the PetPay's Services.
  • You may not use an undisclosed alternate account (also called a "sock puppet") in the community spaces.
  • Content posted in community spaces must not promote, support or glorify hatred toward or otherwise demean people based upon: race, ethnicity, religion, gender, gender identity, disability, or sexual orientation. You must not promote or encourage others to engage in violence or illegal activity.
  • Community spaces on PetPay are not intended for people under the age of 18. Per our Membership policies, if your account involves a person under the age of 18, your account may not utilize the community features.

What a Personal Guarantee Means

It’s not as terrifying you think!
Personal guarantees can be intimidating, but you’re already fulfilling the needs, because PetPay processes the transaction and deducts the fees before depositing funds into your account. Therefore, your personal guarantee is more or less related to potential losses due to customer chargeback disputes or refunds. Signing is more or less a formality. A personal guarantee is agreeing you will have sufficient funds in your bank account to pay PetPay fees and/or any losses due to chargebacks or refunds to PetPay.