Refund Policy

Last updated: 3 May 2026

The basic Directory is free for everyone — both visitors searching for pet services and pet-care businesses being listed. There are no listing fees, no lead fees, no subscription fees for basic use.

We may, from time to time, offer optional paid features — for example:

  • Featured-pro newsletter spotlights
  • Annual featured-partner placements
  • Other promotional services

If you have purchased one of these optional paid features, the following refund terms apply:

1. UK consumer 14-day right of cancellation

If you are a consumer based in the UK, you have a 14-day "cooling-off" right under the Consumer Contracts Regulations 2013. You may cancel and receive a full refund within 14 days of purchase, provided we have not yet commenced performance of the service (e.g. publication of a featured spotlight).

If you have asked us to begin the service before the 14 days have ended, you may still cancel within 14 days but we may charge a pro-rata fee for any service already provided.

2. Business customers

If you are purchasing as a business (e.g. paying for your business's featured-pro placement), the consumer cooling-off period does not apply. Refunds are at our discretion, except where required by law.

3. Service-not-as-described

If the paid service materially differs from the description at point of sale, you are entitled to a full or partial refund proportionate to the difference. Email us at [email protected] within 30 days of the issue arising.

4. How to request a refund

Email [email protected] with:

  • Your name and the email address used at purchase
  • The order/payment reference
  • The reason for the request

We aim to respond within 5 working days and process approved refunds within 14 working days back to the original payment method.

5. Non-refundable items

Once a featured-pro spotlight has been published or sent to our newsletter list, that send is non-refundable, except where covered by section 3 above.

6. Disputes

If we cannot resolve a refund dispute, you may seek alternative dispute resolution via the European Commission's Online Dispute Resolution platform or take action in the courts of England and Wales.

7. Contact

For all refund matters: [email protected]