Refund, Escrow & Dispute Policy

1 — Purpose and Scope

• Establishes transparent rules for escrow management, refunds, and dispute resolution between Buyers and Sellers.
• Applies to all marketplace transactions on Pet.ug — pets, products, and services.
• Supplements the Terms of Service and Seller Agreement.

2 — Definitions

• Escrow Account: A temporary holding account managed by Pet.ug or its payment partner until completion or dispute resolution.
• Dispute Case: A formal complaint logged by a Buyer or Seller within the platform.
• Delivery Confirmation: Buyer acknowledgment of receipt/acceptance of the pet, product, or service.
• Inspection Period: The 48–72-hour window after delivery for the Buyer to verify condition or health.

3 — Escrow Process

• Payments are routed to an escrow wallet managed by Pet.ug’s licensed payment partner.
• Funds are released when:
  • The Buyer confirms receipt and no dispute is raised before inspection expiry; or
  • Pet.ug verifies objective proof of successful delivery.
• If a dispute is filed within the inspection period, funds remain on hold until resolution.
• Pet.ug may extend holds for law-enforcement or fraud investigations.
• Escrow accounts earn no interest.

4 — Buyer Refund Eligibility

Refunds may be approved only under the following conditions:

• Seller failed to deliver the animal/product as described.
• Animal arrived materially different from listing (e.g., breed, age, or health).
• Seller provided false or forged veterinary or vaccine records.
• Product/service not rendered as paid for.
• Sale violated Pet.ug rules or Ugandan law.

Refunds will not be issued for:

• Buyer changing their mind after confirmation.
• Minor appearance differences not affecting health.
• Third-party transport delays beyond seller control.

5 — Seller Rights and Protections

• Sellers are notified before any refund decision and may submit evidence (photos, vet reports, receipts).
• If refund is denied, funds are released to Seller within 2 business days.
• Fraudulent Buyers may be suspended or blacklisted.
• Pet.ug may deduct chargeback or violation-related costs from future payouts.

6 — Dispute Resolution Process

1. Step 1 — Initial Report: Buyer submits a claim via “Report an Issue” within the inspection window.
2. Step 2 — Evidence Submission: Both parties upload photos, veterinary certificates, delivery proof, and chat logs.
3. Step 3 — Review: Pet.ug’s Resolution Team reviews all evidence within 5–10 business days.
4. Step 4 — Mediation: Pet.ug may propose partial refunds, replacements, or credits.
5. Step 5 — Decision: Final decision communicated via email and in-app notification.
6. Step 6 — Implementation: Refund processed or funds released per outcome.

7 — Evidence Standards

• Dated photos/videos taken within inspection period.
• Veterinary examination certificates.
• Receipts, waybills, or delivery proof.
• System-logged communications.

Unsubstantiated claims are dismissed.

8 — Refund Timeline and Method

• Approved refunds issued to original payment method within 5–14 business days.
• Transaction or banking fees may be deducted if non-refundable.
• Cross-border refunds processed in UGX or buyer’s equivalent currency.

9 — Chargebacks and Fraud

• Unjustified chargebacks are considered a breach of Terms of Service.
• Pet.ug reserves the right to dispute chargebacks and recover related costs.
• Repeated chargeback cases may result in account suspension or termination.

10 — Partial Refunds or Credits

• Partial refunds may be issued for minor listing discrepancies or agreed compensation.
• Store credits, where applicable, expire 12 months from the date of issue.

11 — Escalation to Authorities

• Disputes involving fraud, cruelty, or illegal trade may be referred to Ugandan law enforcement or welfare authorities.
• Pet.ug complies with valid court orders and official data requests.

12 — Platform Liability Limit

• Pet.ug acts solely as intermediary and escrow facilitator.
• Maximum liability per transaction is limited to Pet.ug’s commission fee from that transaction.
• Pet.ug is not liable for currency fluctuations, processor errors, or banking delays.

13 — Governing Law and Jurisdiction

• Governed by the laws of Uganda.
• Disputes handled by courts in Kampala after good-faith mediation via Pet.ug support.

14 — Amendments and Notice

• Pet.ug may update this Policy to reflect legal or operational changes.
• Significant updates will be communicated via email or platform notices.
• Continued use signifies acceptance of the updated Policy.