Last Updated: July 2026
1. Overview
Petza is a responsible profile discovery and request-review platform. Visitors can review companion animal profiles, care notes, location information, welfare reminders, and support details before submitting a request.
Submitting a request through Petza does not automatically confirm availability, approval, ownership transfer, delivery, transport, or final arrangement. Requests are reviewed first so that support can check profile details, location requirements, legal restrictions, documentation needs, and animal welfare considerations.
Petza does not ask visitors to send payment at the first browsing or request-list stage. Any payment discussion should happen only after support review and clear confirmation through verified Petza support.
2. Request Stage And Review Stage
A request is an expression of interest in a profile. It is not a completed purchase, booking, reservation, ownership transfer, adoption approval, or delivery agreement.
During the review stage, Petza support may check details such as:
- Whether the profile is still available for review
- Whether the user’s location may allow safe and legal handling
- Whether animal welfare requirements can be met
- Whether care preparation, housing, permits, or documentation may be required
- Whether delivery, pickup, or transport review may be possible
- Whether the request appears safe, complete, and legitimate
Petza may decline, pause, or request more information for any request that appears incomplete, unsafe, suspicious, legally restricted, or unsuitable for the animal’s welfare.
3. Cancellations Before Payment
If no payment has been made, you may cancel your request at any time by contacting Petza support. Since no payment has been collected at this stage, there is no refund to process.
Before payment, requests can be closed, changed, paused, or cancelled without a refund process.
If you submitted incorrect information, selected the wrong profile, or changed your mind, contact support as soon as possible so your request can be updated or closed.
4. Refund Review After Payment
If a payment is made after support review, refund eligibility depends on the stage of the arrangement, the reason for cancellation, any work already started, documentation already processed, transport preparation, third-party costs, and animal welfare considerations.
Petza reviews refund requests case by case. A refund may be full, partial, unavailable, or subject to deductions depending on the circumstances.
| Stage | Possible Outcome |
|---|---|
| Payment made but support has not started review-related work | Refund may be available, depending on payment method and processing costs. |
| Documentation, care review, communication, or administrative support has started | Partial refund may apply after deducting completed work or third-party costs. |
| Delivery, transport, veterinary, permit, or compliance-related work has started | Refund may be limited or unavailable for completed or non-recoverable costs. |
| Request is declined due to legal, welfare, or safety concerns | Refund review will depend on the stage reached and any costs already incurred. |
5. Situations Where A Refund May Be Considered
A refund may be considered when:
- A request cannot continue because the profile is no longer available after support review
- Petza support confirms that the request cannot be completed before meaningful processing begins
- A payment was clearly duplicated by mistake
- A payment was made for a request that Petza has not yet started reviewing or processing
- Petza cancels a request for operational reasons before third-party or administrative costs begin
Refunds are not automatic. Every refund request must be reviewed by support.
6. Non-Refundable Or Partially Refundable Costs
Some costs may be non-refundable once they have started, been completed, or been paid to third parties.
- Payment processing fees charged by third-party payment services
- Administrative review work already completed
- Documentation preparation, permit review, or compliance support already started
- Veterinary, welfare, health record, or transport preparation costs already incurred
- Delivery, handling, or travel-related costs that cannot be recovered
- Costs caused by incorrect information provided by the user
- Costs resulting from late cancellation after support work has already started
Do not send payment through random emails, unknown phone numbers, unofficial accounts, or messages that are not confirmed by Petza support. Petza is not responsible for payments sent outside the verified support process.
7. Animal Welfare Decisions
Petza may pause, decline, or cancel a request if continuing may create animal welfare concerns. This can include unsuitable housing, unsafe transport conditions, lack of required preparation, unclear ownership eligibility, or missing information needed to assess the request responsibly.
If a request is cancelled for animal welfare reasons, refund eligibility will depend on the stage of review, any work already completed, and any non-recoverable costs.
Animal welfare and legal compliance may take priority over completing a request. A request may be rejected even when a user is interested in continuing.
8. Regulated Or Exotic Animal Requests
Requests involving regulated or exotic animal profiles may require additional legal review, permits, documentation, facility checks, welfare assessment, professional handling, and transport approval where applicable.
Because regulated requests may involve extra compliance steps, some review, documentation, or third-party costs may become non-refundable once started.
Petza does not support illegal wildlife trade, prohibited ownership, unsafe transport, or transfers that do not meet applicable animal welfare and legal requirements.
9. User Responsibilities
To help us review requests fairly, users should provide accurate information and contact support early if anything changes.
- Provide correct name, contact details, location, and request information
- Review care requirements before continuing
- Ask questions before making payment
- Do not submit false, incomplete, or misleading information
- Do not send payment to unofficial contacts
- Notify support quickly if you want to cancel or change a request
10. Refund Request Timeline
If you believe you are eligible for a refund, contact Petza support as soon as possible. Include your name, contact method, profile requested, payment date if applicable, and the reason for the refund request.
Refund review time may vary depending on the payment method, third-party provider, request stage, documentation status, and whether additional information is needed.
| Step | What Happens |
|---|---|
| 1. User contacts support | Support reviews the request details and asks for any missing information. |
| 2. Request stage is checked | Support checks whether work, documentation, or third-party costs have already started. |
| 3. Refund decision is made | The request may be approved, partially approved, declined, or paused pending more information. |
| 4. Refund is processed if approved | Approved refunds are handled through the available payment method or support-confirmed process. |
11. Chargebacks And Payment Disputes
If a payment issue occurs, we encourage users to contact Petza support first so the matter can be reviewed clearly. Opening a payment dispute or chargeback without contacting support may delay review and may require additional documentation.
Petza may provide records of communication, request review, support work, documentation, or third-party costs where needed to respond to a payment dispute.
12. Policy Updates
Petza may update this Refund Policy from time to time to reflect website changes, service changes, animal welfare improvements, payment process updates, legal requirements, or clearer user guidance.
Any updates will be posted on this page with a revised “Last Updated” date.
Need Help With A Request?
Contact Petza support if you want to cancel a request, update request details, ask about refund eligibility, or confirm whether a payment instruction is legitimate.