Deposit and cancellation disputes
A breeder cancels or does not honor a documented refundable-deposit commitment.
BUYER PROTECTION & SUPPORT
Protection with
clear answers.
Fair, documented dispute resolution for eligible puppy payments — with transparent fees, a clear claims process, and an opportunity for both sides to be heard.
PUBLISHED PROTECTION FEES
Know the cost up front.
Buyer Protection & Support is optional. The fee is based on each eligible protected payment. A separate deposit and final payment each have their own fee when protection is selected.
| Protected payment amount | Protection fee |
|---|---|
| Under $100 | $2.50 |
| $100–$299.99 | $7.50 |
| $300–$599.99 | $12.50 |
| $600–$999.99 | $22.50 |
| $1,000–$1,499.99 | $37.50 |
| $1,500–$1,999.99 | $47.50 |
| $2,000–$2,499.99 | $62.50 |
| $2,500–$2,999.99 | $72.50 |
| $3,000–$3,499.99 | $87.50 |
| $3,500 and above | 2.5% of payment |
COVERED TRANSACTION CONCERNS
Support when it matters.
Qualifying claims are reviewed against the original listing, payment records, written agreement and accepted protection terms.
Puppy not delivered
A paid puppy is not placed as agreed, without a valid resolution or documented legitimate delay.
Material breed misrepresentation
The puppy's breed materially differs from the original listing and agreed terms.
Promised pre-placement care
Required vaccinations or a pre-placement veterinary examination promised in writing were not provided.
Written placement commitments
A breeder does not honor applicable documented placement or health-guarantee commitments.
HOW CLAIMS WORK
Fair to buyers.
Fair to breeders.
Clear steps, documented decisions and a meaningful opportunity to appeal.
1. Contact the breeder
Try to resolve the concern directly and keep your messages and written agreement.
2. Submit a claim
Report a qualifying issue within 30 calendar days of discovering it and upload relevant records.
3. Both sides are heard
The buyer and breeder may provide receipts, veterinary records, messages and other evidence.
4. Receive a decision
We provide a written outcome and an option to request a second review within 14 calendar days.
MORE CONFIDENCE, EVERY STEP
A better beginning together.
Review your breeder's commitments, keep your puppy documents organized, and know where to find help if a transaction doesn't go as agreed.
Claim payment timeline: Approved claims will be paid within 30 days of final approval, in accordance with the Buyer Protection & Support terms.
Buyer Protection & Support covers eligible on-platform transactions only when selected and paid for at checkout. Claims are subject to eligibility, exclusions and the covered payment limit; filing a claim does not guarantee approval. This is a transaction dispute-resolution service, not insurance. Routine veterinary costs, off-platform payments and changes of mind are not covered.
Buyer Protection & Support is not yet available to purchase. Protection applies only after payment services are activated and a qualifying protected transaction is completed.