Refund Policy

1. Payment processor

Payments are processed by Stripe. Approved refunds are returned to your original payment method through Stripe; once Stripe issues the refund, your bank typically posts it within 5–10 business days.

2. How to request a refund

Email [email protected] from the address on your account. Include your case ID (visible at the top of your case page) and a brief reason. We aim to respond within two business days. Refund requests must be submitted using the account email address and include the transaction or order identifier.

3. Initial Questions and Analysis — Free

No payment is collected, so there is nothing to refund.

4. Personalized Analysis — $49

• Full refund if you request it before the specialist begins drafting your written analysis.
• No refund once the analysis PDF has been delivered to you, since the work product is then in your hands.
• If we cannot deliver the analysis for reasons on our end (for example, we determine your case is outside our service capability), we will refund the $49 in full.

5. 30-Minute Phone Consultation — $75

• Full refund if you cancel at least 24 hours before the scheduled call.
• 50% refund if you cancel within 24 hours of the scheduled call but before it begins.
• No refund for missed calls (no-shows) or once the consultation has occurred.
• If the specialist needs to reschedule, you may either reschedule at no charge or take a full refund.

6. 90-Minute Phone Consultation — $195

• Full refund if you cancel at least 24 hours before the scheduled call.
• 50% refund if you cancel within 24 hours of the scheduled call but before it begins.
• No refund for missed calls (no-shows) or once the consultation has occurred.
• If the specialist needs to reschedule, you may either reschedule at no charge or take a full refund.

7. On-Site Search — call to discuss pricing

On-site searches are quoted directly and are not sold through the site checkout. Refund treatment is agreed at the time of booking and follows the same general principles as the other tiers:

• Full refund if you cancel before any travel or scheduling costs have been committed.
• Partial refund after travel, lodging, or other third-party costs are committed: the unused balance, minus those non-recoverable costs, will be refunded.
• No refund for the portion of an on-site search that has already been performed.
• If we cannot conduct the search for reasons on our end, all sums you paid are refunded in full.

8. One-time consulting

Lost Pet Specialists tiers are sold as one-time consulting services rather than subscriptions. Services involving consultations, custom analysis, travel, or scheduled work may become non-refundable once work has begun, deliverables have been provided, consultations have occurred, or travel expenses have been committed, as detailed in the per-tier sections above.

9. Chargebacks

Please contact us first — we resolve almost every issue directly and faster than a chargeback. Filing a chargeback without giving us a chance to make it right may result in suspension of your account.

10. Contact

Refund requests and questions: [email protected].