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Refund & Cancellation Policy

Last updated: 30 November 2025

1. Introduction

This Refund & Cancellation Policy applies to Featured Listing subscriptions purchased on Dog Friendly Finder ("we", "our", or "us"). By purchasing a Featured Listing subscription, you agree to the terms outlined in this policy.

For other terms governing the use of our services, please see our Terms & Conditions.

2. Featured Listing Subscriptions

Featured Listing subscriptions provide enhanced visibility for dog friendly venues on our platform:

  • Monthly Plan: £20 per month, renews monthly
  • Annual Plan: £150 per year, renews annually - save £90/year
  • Payment Method: Credit/debit card via Stripe
  • Auto-Renewal: Subscriptions automatically renew unless cancelled before the renewal date

Featured Listings receive priority placement in search results and are clearly marked as "Featured" on the platform.

3. Billing and Payments

3.1 Initial Payment

When you purchase a Featured Listing subscription, you will be charged immediately. Your featured placement will become active within 24 hours of payment confirmation.

3.2 Recurring Billing

Your subscription will automatically renew unless cancelled:

  • Monthly Plan: Renews on the same day each month at £20
  • Annual Plan: Renews on the anniversary of your sign-up date at £150

Cancel before your renewal date to avoid the next charge.

3.3 Failed Payments

If a recurring payment fails (e.g., expired card, insufficient funds), we will:

  • Attempt to retry the payment up to 3 times over a 7-day period
  • Send email notifications about the failed payment
  • Suspend your featured placement if payment is not received within 7 days
  • Cancel your subscription if payment is not received within 14 days

4. Cancellation Policy

4.1 How to Cancel

You can cancel your Featured Listing subscription at any time by:

  • Logging into your restaurant dashboard and clicking "Cancel Subscription"
  • Emailing us at support@dogfriendlyfinder.com with your venue name and request to cancel

4.2 Cancellation Effective Date

You can cancel at any time. When you cancel your subscription:

  • Monthly Plan: Cancellation takes effect at the end of your current monthly billing period
  • Annual Plan: Cancellation takes effect at the end of your 12-month period (before the annual renewal)
  • You will continue to have featured placement until the end of the period you've already paid for
  • You will not be charged for subsequent periods
  • Your venue will remain on the platform but will lose its featured status after the paid period ends

4.3 Immediate Cancellation

If you request immediate cancellation before the end of your billing period, your featured placement will be removed immediately, but no refund will be issued for the unused portion of your subscription (whether monthly or annual). See our Refund Policy below for details.

5. Refund Policy

5.1 No Refunds Policy

Featured Listing subscriptions are non-refundable. Once you have paid for a subscription period, no refunds will be issued for:

  • Partial months or unused time
  • Cancellations during the billing period
  • Changes in business circumstances
  • Dissatisfaction with results or traffic
  • Technical issues on your end (e.g., browser compatibility)

5.2 Exceptions

We may issue refunds at our sole discretion in the following exceptional circumstances:

  • Billing Errors: If you were charged incorrectly due to a technical error on our part
  • Service Outage: If our platform experiences prolonged downtime (more than 72 consecutive hours) preventing your listing from being displayed
  • Duplicate Charges: If you were accidentally charged twice for the same subscription period
  • Fraud: If unauthorised charges were made to your account (subject to verification)

5.3 Requesting a Refund

If you believe you qualify for a refund under one of the exceptions above, please contact us within 14 days of the charge:

  • Email: support@dogfriendlyfinder.com
  • Subject: Refund Request - [Your Venue Name]
  • Include: Invoice number, payment date, reason for refund request, and supporting documentation

Refund requests will be reviewed and responded to within 5 business days. If approved, refunds will be processed to the original payment method within 7-10 business days.

6. Price Changes

We reserve the right to change the price of Featured Listing subscriptions at any time. However:

  • Price increases will not affect existing subscribers for the duration of their current subscription period
  • Existing subscribers will be notified at least 30 days before any price increase takes effect on renewal
  • You may cancel your subscription before the renewal date to avoid the price increase
  • If you do not cancel, you agree to the new pricing upon renewal

7. Pausing Subscriptions

We currently do not offer the ability to pause subscriptions. Your options are:

  • Continue: Keep your subscription active and maintain featured placement
  • Cancel: Cancel your subscription (takes effect at end of billing period)
  • Re-subscribe: You can re-subscribe at any time after cancellation (subject to current pricing)

8. Service Modifications

We reserve the right to modify, suspend, or discontinue Featured Listing services at any time. If we discontinue Featured Listings entirely:

  • All active subscriptions will be cancelled
  • You will not be charged for subsequent months
  • Pro-rata refunds will be issued for the unused portion of your subscription period
  • You will receive at least 30 days' advance notice

9. Termination by Dog Friendly Finder

We reserve the right to terminate your Featured Listing subscription immediately if:

  • You violate our Terms & Conditions
  • Your venue closes permanently
  • We receive credible reports of animal welfare violations at your venue
  • You engage in fraudulent activity or chargebacks
  • You misrepresent your venue's dog-friendliness or amenities

In such cases, no refunds will be issued, and you may be permanently banned from purchasing Featured Listings in the future.

10. Chargebacks and Disputes

If you dispute a charge with your bank or credit card company (a "chargeback") without first contacting us to resolve the issue:

  • Your Featured Listing subscription will be immediately suspended
  • Your account may be permanently terminated
  • You may be liable for our costs in responding to the chargeback (including legal fees)
  • Future subscriptions may be prohibited

We strongly encourage you to contact us at support@dogfriendlyfinder.com before initiating a chargeback so we can resolve any billing issues amicably.

11. Invoicing

All prices shown are the final prices you will pay:

  • Monthly Plan: £20 per month
  • Annual Plan: £150 per year
  • VAT is not currently charged on Featured Listing subscriptions
  • Invoices are sent via email automatically after each payment
  • If VAT becomes applicable in the future, you will be notified at least 30 days in advance

12. Questions About This Policy

If you have questions about our Refund & Cancellation Policy, please contact us:

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