Refund Policy

May 2019

On occasions a previous Paws & Claws animal is returned to the rescue.

The following policy sets out the general criteria for financial refunds.

For information on your rights under Australian Consumer Law
please see the ACCC website section on Refunds and Returns and Consumer Guarantees

Animals on Trial

• The trial start date, end date and administration fee if returned within the trial period is to be stated on the adoption contract.
• Start date and end dates are inclusive.
• The adoption fee, minus the administration fee is to be refunded to the adopter within 14 days upon return of the animal.
• A refund will still be applicable if the adopter has flagged to return the animal before the end of trial, but the rescue has not been able to collect the animal until after the trial end date.
• If an animal has gone missing during trial and the intention is to return the animal before the trial end date, the return from trial paper work should be completed and a refund is to be issued within 14 days of the animal being found alive and returned to the rescue. If the animal is not found, then no refund is to be issued.

Animal where No Trial has been specified or the Trial Period has elapsed.

• Surrender fee is to be waived when returning a previous Paws & Claws Adoptions animal.
• A full refund can be issued within 30 days of the animal being adopted, if the returned animal became sick or has any health issues that were not fully disclosed or known at adoption.
• No refund should be issued if return is due to the animal not getting along with other animals, children or other family members.
• No refund should be issued if returned due to change in personal circumstances such as pregnancy or allergies, moving, death in the family, work etc.
• Donated goods such as dog beds, food, etc do not negate the above policies on refunds.

Death of Animal

• A full refund or offer to adopt another animal of similar age for free can be issued if the animal passes away due to an unknown pre-existing medical issue within 12 months of adopting.
• An offer to adopt another animal with a 50% discount can be issued if the animal passes away due to an unknown pre-existing medical issue if the death occurs between 13 months and 2 years of adopting.
• Medical evidence may be requested if  cause of death is in doubt.