Refunds

This policy explains when PawOnTop ranking purchases are refunded. It sits alongside our Terms. It does not affect your statutory rights.

When you are never charged

You are not charged in any of these cases. Nothing needs refunding because no money was taken:

• Someone else bought the same step first. You are offered the new price instead.
• Your quote expired (quotes last 15 minutes), you cancelled checkout, or your payment was declined.
• Purchases were paused, the season closed, or your pet became ineligible before your payment was captured.

If you pay by card, your bank may briefly show a pending authorisation for an uncaptured payment. We release it and it disappears according to your bank's normal timing.

Automatic full refunds

We refund you in full, automatically if your payment was captured but we could not give your pet the #1 position. For example:

• your pet was suspended or hidden while the payment was being processed;
• the season closed, or another purchase took that step, before your payment could be confirmed;
• a technical fault meant the ranking could not be delivered.

In these cases your order shows "Refund in progress" and you do not need to contact us. Refunds are made through PayPal to the original payment method: a PayPal balance is usually credited straight away, and a card refund usually shows within 5–10 business days (sometimes up to 30, depending on your bank). You get back the full amount you paid.

When a purchase is not refunded

A ranking purchase is delivered as soon as your pet appears at #1. We do not refund a delivered purchase just because:

• another owner bought the next step and your pet moved down, even straight away;
• your pet did not gain the views, clicks or Instagram followers you hoped for.

Both are part of how the ladder works and are shown before every payment.

Your statutory rights

[To be confirmed by counsel.] Where consumer law gives you a right to cancel digital services, you ask us at checkout to deliver the ranking immediately. You acknowledge that the right to cancel ends once the ranking has been delivered, to the extent the law allows. Nothing in this policy removes rights you have if a purchase was not delivered as described.

Mistakes and duplicate charges

If you think you were charged twice, charged the wrong amount, or charged for a step you did not receive, contact us with your receipt reference (for example POT-1-5-…). We check it against our payment provider's records and refund any payment that should not have been taken.

How a refund affects the ranking

A refunded purchase is removed from the ranking. Your pet returns to its previous purchase in that season, or leaves the board if it had none. The next price does not go down after a refund, and the season-close date does not change.

Disputes and chargebacks

Please contact us before opening a dispute with your bank or payment provider; most issues are resolved quickly. A reversed payment is removed from the ranking. Abusive chargebacks may lead to account suspension.

Contact

pawontop26@gmail.com. Include your receipt reference. See Support. If you are not satisfied with our answer, contact our grievance officer at pawontop26@gmail.com.