We're glad to have you here at PetRadar, a community dedicated to reuniting lost pets with their loving families. Our purpose is fueled by the incredible compassion of pet parents like you who, in challenging times, need a hand to hold on to. We know that discussing refunds can feel delicate, especially when you’re already under stress. However, it's important to us that we're transparent and honest about our policies.

Let's take a moment to revisit how PetRadar works. From the moment you sign up and pay for a digital search, we immediately launch a locally targeted social media ad campaign to raise awareness about your missing pet. These are not simple social media posts. They are paid advertisements shown to people in your area. Unlike posts, ads reach beyond your followers and into the feeds of thousands of nearby people who might hold the missing piece of your puzzle. These ads begin delivering within minutes, and the costs are paid directly to Meta (Facebook and Instagram). Once they start running, Meta does not reimburse these costs.

We’ve explained more about this difference in this helpful article, in case you’d like a deeper look.

Search Campaign Payments: Given the immediate costs we bear once your search starts, it's typically not possible for us to issue refunds. This is never a decision we take lightly, and we assure you, it is rooted in fairness and our commitment to supporting as many distressed pet owners as possible. We also offer as many tools as we possibly can for free, including QR posters, a custom listing on our website, sighting forms, and direct support. But paid advertising comes with real costs we cover upfront, and once a campaign is active, funds have already been spent on your behalf.

Supporter Contributions: If you've chosen to become a PetRadar Supporter, thank you! 🧡 This support helps us continue our mission and offer resources to pet families who need us most. Because this is a voluntary contribution to our work (similar to supporting a favorite creator or small business), it’s treated as a gift. These payments are not eligible for refunds, as they aren’t tied to a product or service. For that reason, both one-time and monthly support payments are non-refundable. That said, monthly support can be canceled at any time, and we make it easy to manage or stop your contribution. Your trust means everything to us, and we’re deeply grateful for your belief in our mission.

We understand that life is rarely black and white. Therefore, in certain exceptional circumstances, we might consider issuing a refund. These instances are rare and are carefully evaluated on a case-by-case basis, as we strive to handle every situation with the utmost care, respect, and empathy.

Examples may include situations where your campaign didn’t launch due to a technical issue, there was an error on our end, or Meta (Facebook/Instagram) failed to deliver the ads. Please note that a pet returning after a campaign has started, or a change of heart, typically doesn’t fall into this category… as the ads begin running and incurring costs almost immediately.

We encourage you to reach out to us if you have any concerns or aren't completely satisfied with our services. Our goal is not just to help you find your lost pet, but to ensure your experience with us is as stress-free as possible during this challenging time.

We want to reassure you of our unwavering dedication to fairness, support, and understanding. Our mission goes beyond reuniting lost pets with their owners. We truly care and want to be there for you in a time of crisis. So, trust in our commitment to you, and remember, we're just a message away if you need help at any stage.

Remember, at PetRadar, you're not just another customer, you're part of our family. We're here to help, every step of the way. Start your search now, visit petradar.org/start.