Refund Policy

Premium Membership is offered on an annual basis at a published price (currently $1,500 per year, auto-renewing). The Service is consumed continuously the moment your listing becomes visible to buyers and your account becomes eligible to receive RFQs. Because that information is delivered to counterparties in real time and cannot be recalled, all purchases are considered non-refundable from the point of activation.

“Activation” means the earliest of: (a) your subscription status transitions to active in our system, (b) any RFQ is dispatched on your behalf, or (c) any RFQ is delivered to your company through the directory.

By completing your purchase and accessing the PetCMO directory or service features, you explicitly agree to the immediate delivery of digital content and acknowledge that you lose any statutory right of withdrawal once access to the directory data or service benefits has commenced.

If you change your mind and request a refund within seven (7) days of your original purchase, we will refund the full amount provided that all of the following conditions are met at the time we receive your request:

• No RFQ has been dispatched from or on behalf of your account.
• No RFQ has been delivered to your company through the directory.
• No service data (listing analytics, match queue, buyer briefs) has been opened or exported under your account.
• Your subscription has not been cancelled before the request.

If any of the conditions above is not met, the default “No Refund” rule in Section 1 applies. We do not pro-rate the cooling-off window: either the seven-day window is met with zero consumption, or the default rule applies in full.

If we fail to provide the Service due to a confirmed fault on our side — for example, a sustained outage that prevents your listing from rendering, or a billing-system error that double-charges your card — we will issue a full refund of the affected charge. Service-failure refunds are independent of the cooling-off window and the non-refundable RFQ rule.

Where a delivered RFQ fails to reach the Manufacturer because of a technical fault on our side (for example, an email bounce caused by an out-of-date address in our records), we will either re-deliver the lead to an equivalent audience or issue a credit at our discretion, but the underlying lead fee remains non-refundable.

Payments we confirm were not authorised by the cardholder, or that were processed against an obviously incorrect amount, are always refunded in full once verified. Contact us immediately at [email protected] if you believe a charge on your statement is unauthorised.

1. Email [email protected] from the same email address associated with your PetCMO account.
2. Include your company name, the email address on file, the date of purchase, and, if available, the Lemon Squeezy invoice or receipt number.
3. State which exception you are invoking (cooling-off under Section 3, service-failure under Section 4, or unauthorised payment under Section 5). A brief reason helps us improve the Service.

We acknowledge refund requests within two (2) business days. Approved refunds are issued back to the original payment method through Lemon Squeezy. Funds typically appear within seven to ten (7–10) business days, depending on your card issuer or bank. PetCMO does not control bank-side settlement timelines and is not liable for delays caused by the issuer.

Per-lead fees for broadcast RFQs (Standard and Premium tiers) are non-refundable once the RFQ has been dispatched. A lead is considered delivered when the buyer’s contact information, brief, and any attachments are routed to the matching Manufacturer(s) through the RFQ workflow. Once delivered, the lead has been consumed and cannot be “returned” regardless of whether the Manufacturer ultimately responds or accepts the work.

You may cancel your subscription at any time from the dashboard. Cancellation stops future auto-renewals; it does not, by itself, entitle you to a refund for the current period. The current period remains active until the renewal date you originally paid through.

We reserve the right to decline a refund request — even within the cooling-off window — where:

• The account has been suspended or terminated for breach of the Terms of Service.
• The refund request is associated with chargeback fraud or repeated refund abuse.
• We have reasonable grounds to believe the request is part of a pattern of consuming Service benefits and then reversing payment.

Where a refund is declined, we will explain the reason and offer an account credit where appropriate.

Refunds are issued in U.S. dollars to the original payment method. Any currency conversion, foreign transaction fees, or processing fees charged by your bank or card issuer are not refunded by PetCMO; contact your issuer for those.

We may update this Refund Policy from time to time. The version in force at the time of your purchase will govern that purchase. We will revise the effective date above when changes are made.

Refund questions can be sent to [email protected]. For privacy-related requests, see our Privacy Policy.