Buyer Protection Guarantee
We're committed to making every purchase on Petzy safe, transparent, and trustworthy. Here's how we protect you.
What's Covered
Verified Sellers
Sellers may undergo identity verification including ID checks and address confirmation. Look for the verified badge before you buy.
Secure On-Platform Messaging
All communication happens through our secure messaging system. This keeps a full record of your conversations and protects your personal contact details.
Scam & Fraud Detection
Our systems actively monitor for suspicious activity including fake listings, stolen photos, and known scam patterns. Flagged listings are reviewed and removed swiftly.
Listing Quality Standards
Every listing is reviewed to ensure it meets our quality and welfare standards. Sellers must provide accurate descriptions, genuine photos, and honest health information.
Data & Payment Security
Your personal and payment information is protected with industry-standard encryption. We never share your details with third parties without your consent.
Dedicated Support Team
If something doesn't feel right, our support team is here to help. We'll investigate disputes, mediate between parties, and take action where needed.
How It Works
Browse with confidence
All listings are reviewed and sellers are verified before they can advertise on Petzy — unless otherwise stated.
Message securely
Ask questions, request more photos, and arrange visits — all through our secure platform.
Visit in person
Always meet the pet and seller in person before making any payment. We strongly recommend this.
Report any issues
If anything seems off, report it immediately. Our team investigates every report and takes swift action.
How Petzy Buyer Guarantee covers product purchases
Pet supplies, accessories, and second-hand kit bought through our products marketplace are covered by the same protections — with a few extras tailored to physical goods.
Funds held until you confirm
Your payment is held by Stripe until 24h after you confirm delivery or collection. If you don't confirm, funds auto-release 7 days after dispatch — giving you a full window to flag anything wrong.
Tracking visible in your order
For posted orders, the seller adds carrier + tracking when they dispatch. You'll see it on your order page the moment it's added, and we email it to you too.
14-day refund window
Not as described, damaged in transit, or didn't turn up? Request a refund up to 14 days after delivery. The seller has 48 hours to respond — if they don't, it's approved automatically.
Admin mediation when needed
If you and the seller don't agree, our team steps in. We review the messages, evidence, and tracking before deciding — and can issue full or partial refunds either way.
All product orders are paid into our Stripe Connect platform and only transfer to the seller once you confirm receipt (or the auto-release window elapses). The same applies whether you chose postage or pickup at checkout.
Something not right?
If you encounter anything suspicious or have a concern about a purchase, let us know. We take every report seriously.