Refund, Cancellation & Chargeback Policy

Important Notice

THIS REFUND, CANCELLATION & CHARGEBACK POLICY ("REFUND POLICY") IS INCORPORATED INTO AND FORMS PART OF PBD'S TERMS OF SERVICE. BY SUBSCRIBING TO, PURCHASING, OR USING ANY PAID FEATURE OF THE SERVICE, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THIS REFUND POLICY. THIS POLICY GOVERNS ALL PAYMENTS, REFUNDS, CANCELLATIONS, AND CHARGEBACKS RELATED TO THE SERVICE. IT IS DESIGNED TO COMPLY WITH THE CALIFORNIA AUTOMATIC RENEWAL LAW (CARL) AS AMENDED JULY 1, 2025, THE FTC NEGATIVE OPTION RULE, THE EU CONSUMER RIGHTS DIRECTIVE (2011/83/EU), AND ALL APPLICABLE US STATE AND FEDERAL CONSUMER PROTECTION LAWS.

1. Scope & Applicability

This Refund Policy applies to all payments made to PBD through the Platform, including monthly and annual subscription fees for Breeder and Pet Owner premium plans, one-time feature purchases, concierge service fees, verification and badge fees, and any other paid services offered through petbreederdirectory.com.

This Refund Policy does not govern transactions between Breeders and Pet Owners. PBD is not a party to any transaction for the sale, purchase, or adoption of animals. All disputes regarding animal purchases, deposits paid to Breeders, health guarantees, or breeder-pet owner contractual arrangements must be resolved directly between the parties involved. See Section 22 for details.

This Policy supplements Section 7 of PBD's Terms of Service. In the event of a conflict between this Policy and the Terms of Service, this Policy shall control with respect to refund, cancellation, and chargeback matters.

Key Definitions

The following definitions apply throughout this Refund Policy. Capitalized terms not defined here have the meanings ascribed to them in PBD's Terms of Service.

• "Active Use of Premium Features" means any logged-in interaction with a paid feature of the Service during the relevant billing period, including but not limited to: accessing premium search filters or advanced breed-matching tools; viewing or managing enhanced Breeder listing analytics; using the Breeder dashboard to edit a premium-tier profile; sending or receiving messages through the Platform's premium messaging system; downloading or exporting data available only to paid subscribers; or displaying a Verified, Trusted, or Premium badge on a Breeder profile. Merely logging in to the Platform or viewing publicly available content does not constitute Active Use of Premium Features.
• "Partial Subscription Period" means any portion of a billing cycle that remains after a cancellation takes effect mid-cycle. Subscriptions are billed for full billing periods (monthly or annually). When you cancel, you retain access to paid features through the end of the current billing period already paid for, but no refund or pro-rated credit is issued for unused days within that period unless otherwise required by applicable law or as provided in Section 7 (Pro-Rated Refund Schedule) at PBD's discretion.
• "Commencement of the Matching Process" (Concierge Services) means the point at which PBD has begun actively processing your concierge request, including but not limited to: assigning a concierge specialist to your case; initiating outreach to Breeders on your behalf; compiling a shortlist of Breeder matches based on your stated preferences; or sending you an initial match report or Breeder introduction. The submission of a concierge intake form alone does not constitute commencement of the matching process; commencement occurs when PBD takes substantive action beyond receiving your request.
• "Commencement of the Verification Review" (Verification & Badge Fees) means the point at which PBD has begun actively reviewing a Breeder's verification application, including but not limited to: opening and reviewing submitted identity documents, business registration records, or breeding licenses; initiating third-party background checks or license verification queries; contacting veterinary references or breed registries provided by the Breeder; or conducting a facility review (remote or in-person). The submission of a verification application and payment alone does not constitute commencement of the review; commencement occurs when PBD takes substantive investigative action beyond receiving the application.
• "Billing Period" means the recurring interval at which your subscription is billed, as selected at the time of purchase: either monthly (a period of approximately thirty (30) calendar days beginning on the date of your initial subscription charge and recurring on the same calendar day each subsequent month) or annually (a period of twelve (12) months beginning on the date of your initial subscription charge). If the original charge date does not exist in a subsequent month (e.g., the 31st), billing occurs on the last day of that month.
• "Billing Error" means an incorrect charge attributable to a system, processing, or administrative mistake, including but not limited to: being charged an amount different from the price displayed at checkout or in your renewal notice; being charged after a cancellation was confirmed by PBD; being charged twice for the same Billing Period; being charged for a subscription tier or plan you did not select; or being charged after your account was terminated by PBD. Billing Error does not include charges resulting from a failure to cancel before a renewal date, forgetting about a subscription, dissatisfaction with the Service, or a change in personal circumstances.
• "Accidental Renewal" means a renewal charge that occurred because the subscriber genuinely did not intend to continue the subscription and can demonstrate at least one of the following: a prior cancellation attempt that was not successfully processed due to a technical error on the Platform; a documented failure of PBD to send the required pre-renewal notification; or a charge that occurred within twenty-four (24) hours of account creation where the subscriber can show the subscription was initiated unintentionally (e.g., accidental click during checkout). Accidental Renewal does not include situations where a subscriber received renewal reminders, took no action, and was subsequently charged in accordance with the disclosed automatic renewal terms.
• "Service Not Yet Rendered" means that PBD has not yet delivered the specific benefit associated with a one-time purchase. For a Verified or Trusted Badge, this means the badge has not yet been displayed on the Breeder's public profile. For a featured listing placement, this means the listing has not yet appeared in a promoted position in search results or directory pages. For a concierge consultation, this means the initial consultation session has not yet been scheduled or conducted. Once any portion of the purchased service has been delivered or activated, the service is considered "rendered" and the purchase becomes non-refundable under this Policy (subject to applicable law and the EU right of withdrawal in Section 8).
• "Account Credit" means a non-cash monetary balance applied to your PBD account that may be used to offset future subscription charges, one-time purchases, or service fees on the Platform. Account Credits are denominated in United States Dollars (USD), are non-transferable, cannot be redeemed for cash or withdrawn, and expire twelve (12) months from the date of issuance unless otherwise stated. Account Credits are applied automatically to your next eligible charge. If your Account Credit balance exceeds the amount of a charge, the remaining balance carries forward. Account Credits are forfeited upon permanent account termination.
• "Material Service Outage" means a period during which the Platform is substantially unavailable or unusable for the majority of users for a continuous period of twenty-four (24) hours or more, as determined by PBD's server monitoring systems, and attributable to a failure within PBD's reasonable control. Partial degradation (e.g., slower load times, intermittent errors affecting a subset of features), scheduled maintenance with at least twenty-four (24) hours' advance notice, and outages caused by third-party service providers (e.g., Cloudflare, Stripe, DNS providers, ISPs) or Force Majeure Events (as defined in the Terms of Service, Section 17) do not constitute a Material Service Outage.
• "Grace Period" means a seven (7) calendar day window following a failed payment during which your access to paid features remains active while you resolve the payment issue (e.g., by updating an expired credit card or adding funds). During the Grace Period, PBD may re-attempt the failed charge up to three (3) times. If payment is not successfully collected by the end of the Grace Period, your account will be automatically downgraded to the free tier. No data or content is deleted during a Grace Period downgrade; your listings, reviews, and account data are preserved and will be restored upon reactivation of a paid plan.
• "Then-Current Subscription Rate" means the standard, non-promotional price for your subscription plan as published on PBD's Pricing page (petbreederdirectory.com/pricing) at the time of your renewal. This rate may differ from the introductory, promotional, or discounted rate you paid during a prior Billing Period. PBD will notify you of any price change before it takes effect as described in Section 4.3.
• "Chargeback" (also referred to as a "payment dispute," "transaction dispute," or "bank reversal") means a formal request initiated by a cardholder through their issuing bank or credit card company to reverse a completed payment transaction. Chargebacks are governed by the rules of the applicable card network (Visa, Mastercard, American Express, or Discover) and are intended to protect consumers from unauthorized or fraudulent transactions.
• "Chargeback Abuse" (also known as "friendly fraud" or "first-party fraud") means the filing of a Chargeback for a transaction that the cardholder authorized and from which the cardholder received or retained the benefit of the service, where the cardholder could have resolved the issue by contacting PBD directly through the dispute resolution process described in Section 20. Chargeback Abuse is a violation of this Refund Policy and the Terms of Service and may have the consequences described in Section 17.
• "Representment" means the formal process by which PBD responds to a Chargeback by submitting evidence and documentation to the card network (via Stripe) demonstrating that the disputed transaction was legitimate, authorized, and in compliance with applicable terms. Representment is conducted in accordance with the dispute resolution rules of the applicable card network.
• "Discretionary Refund" means a refund, credit, or account adjustment issued by PBD outside the standard refund windows and eligibility criteria described in Section 6, at PBD's sole and absolute discretion. Discretionary Refunds are evaluated on a case-by-case basis and may be granted in exceptional circumstances such as documented Billing Errors not covered by the standard policy, prolonged Material Service Outages, or other situations where PBD determines that a refund is warranted in the interest of fairness. The issuance of a Discretionary Refund does not establish a precedent, create an obligation for future requests, or modify the standard terms of this Policy.

2. Subscription Plans, Pricing & Automatic Renewal Disclosures

2.1 Clear & Conspicuous Disclosure

In compliance with the California Automatic Renewal Law (Cal. Bus. & Prof. Code § 17600 et seq., as amended effective July 1, 2025), the FTC Negative Option Rule (16 C.F.R. Part 425), and equivalent state laws, PBD provides the following clear and conspicuous disclosures before you are asked to provide billing information:

Automatic Renewal Terms: YOUR SUBSCRIPTION WILL AUTOMATICALLY RENEW AT THE END OF EACH BILLING PERIOD (MONTHLY OR ANNUALLY, DEPENDING ON YOUR SELECTED PLAN) AT THE THEN-CURRENT SUBSCRIPTION RATE, UNLESS YOU CANCEL BEFORE THE RENEWAL DATE. YOU WILL BE CHARGED THE APPLICABLE SUBSCRIPTION FEE USING THE PAYMENT METHOD ON FILE. THE RENEWAL RATE MAY DIFFER FROM YOUR INITIAL OR PROMOTIONAL RATE.

2.2 Subscription Tiers

PBD offers subscription plans with monthly and annual billing options. All prices are in United States Dollars (USD) unless otherwise indicated. Applicable taxes (VAT, sales tax) are added at checkout as required by law. See Section 23 for details. Current pricing is displayed on our Pricing page.

3. Consent to Automatic Renewal

3.1 Express Affirmative Consent

In compliance with CARL (as amended July 1, 2025) and the FTC Negative Option Rule, PBD obtains your express affirmative consent to automatic renewal terms before collecting your billing information. This consent is obtained through a separate, clearly labeled checkbox or opt-in mechanism that is not pre-checked and is not bundled with consent to any other terms.

Specifically, before you provide payment information, you will be presented with:

• A clear statement that your subscription will automatically renew
• The amount you will be charged (or range of costs) and the frequency of charges
• The method by which you can cancel, presented in visual proximity to the consent mechanism
• A separate, unchecked checkbox or equivalent affirmative action to indicate your consent to the automatic renewal terms

3.2 Consent Records

PBD maintains a verifiable record of your express affirmative consent to automatic renewal for at least three (3) years from the date consent is obtained, or one (1) year after termination of the subscription, whichever period is longer, as required by CARL.

3.3 Confirmation & Acknowledgment

Immediately after you complete your subscription purchase, PBD will send you a confirmation email that includes: the automatic renewal terms, the cancellation policy, instructions on how to cancel, the amount charged, and a link to this Refund Policy.

4. Renewal Reminders & Notifications

4.1 Annual Renewal Reminder

In compliance with CARL, PBD will send you an annual renewal reminder that discloses: the product or service to which the automatic renewal applies, the frequency and amount of charges, and clear instructions on how to cancel.

4.2 Pre-Renewal Notice

PBD will send a renewal reminder email between seven (7) and thirty (30) calendar days before each renewal date for annual subscriptions, and at least three (3) days before each renewal date for monthly subscriptions. The notice will include the renewal date, the amount to be charged, the payment method on file, and a direct link or clear instructions to cancel.

4.3 Price Change Notice

If the renewal price differs from your current rate (including after a promotional or introductory period), PBD will provide notice of the new price between seven (7) and thirty (30) days before the price change takes effect. You may cancel before the price change takes effect without penalty.

4.4 Free Trial Expiration Notice

If you are enrolled in a free trial that converts to a paid subscription, PBD will send a reminder between three (3) and twenty-one (21) days before the trial period ends, disclosing the amount you will be charged, the date the charge will occur, and how to cancel before being charged. See Section 12 for full free trial terms.

5. Cancellation Rights & Click-to-Cancel Compliance

5.1 Right to Cancel

You may cancel your subscription at any time, for any reason, without penalty. Cancellation will take effect at the end of your current billing period. You will continue to have access to paid features until the end of the period you have already paid for.

5.2 Click-to-Cancel (Same-Medium Cancellation)

In compliance with CARL (as amended) and the FTC Negative Option Rule, PBD provides cancellation mechanisms that are at least as easy to use as the method you used to subscribe:

• Online (Primary): If you subscribed online, you may cancel online through your Account Settings at petbreederdirectory.com/account/subscription. The cancellation process requires no more clicks or steps than the original subscription process.
• Email: You may cancel by sending a clear written request to [email protected]. Cancellation requests received by email will be processed within two (2) business days.
• Telephone: You may cancel by calling our toll-free number during business hours. Our representatives will process your cancellation promptly without obstruction or delay.

5.3 Save Offers & Retention

When you initiate a cancellation, PBD may present you with a one-time discount, offer, or benefit to encourage you to remain subscribed. In compliance with CARL and the FTC Rule:

• Save offers will be limited to a single, clearly presented option
• You will always be able to decline the save offer and proceed with cancellation immediately
• The save offer will not obstruct, delay, or add unnecessary steps to the cancellation process
• If you accept a save offer that changes your plan terms, you will be asked for separate consent to the new terms

5.4 Cancellation Confirmation

Upon successful cancellation, PBD will immediately send you a confirmation email that includes: the effective date of cancellation, the date through which you will retain access, any refund amount (if applicable), and instructions for reactivating your subscription.

5.5 No Cancellation Penalties

PBD does not charge early termination fees, cancellation fees, or penalties of any kind for cancelling a subscription before the end of a billing period.

6. General Refund Policy

6.1 Refund Eligibility

• Annual Subscription (new purchase): Full refund within 14 calendar days from purchase — no questions asked
• Annual Subscription (renewal): Full refund of renewal charge within 14 calendar days from renewal — must not have used premium features during renewal period
• Monthly Subscription: Full refund of monthly charge within 48 hours from charge date — accidental renewal or billing error
• Free Trial to Paid Conversion: Full refund of first charge within 48 hours — if you forgot to cancel before trial ended
• One-Time Purchases (badges, features): Full refund within 14 calendar days — service not yet rendered / badge not yet displayed
• Concierge Services: Full refund before matching process begins — once matching has commenced, non-refundable

6.2 Refund Method

All refunds are processed to the original payment method used for the purchase. Refunds are typically processed within five (5) to ten (10) business days, though it may take an additional billing cycle for the refund to appear on your statement depending on your financial institution. PBD uses Stripe to process all refunds.

6.3 Non-Refundable Items

The following are generally non-refundable except as required by applicable law:

• Subscription fees for billing periods during which you actively used premium features
• Partial months of service (subscriptions are billed for full periods; no pro-rating for mid-period cancellations except as provided in Section 7)
• Concierge service fees once the matching process has commenced
• Verification processing fees once PBD has begun the verification review

6.4 Discretionary Refunds

PBD may, in its sole discretion, issue refunds, credits, or account adjustments outside the windows described above on a case-by-case basis, particularly in cases of documented billing errors, prolonged service outages, or other exceptional circumstances. Discretionary refunds are not guaranteed and do not create a precedent.

6.5 Refund Requests

To request a refund, contact us at [email protected] with the subject line "Refund Request" and include: your account email address, the charge date, the amount, the reason for your refund request, and any supporting documentation. See Appendix A for detailed instructions.

7. Pro-Rated Refund Schedule

7.1 Annual Subscriptions

For annual subscriptions cancelled after the 14-day refund window, PBD does not provide pro-rated refunds as a default policy. However, PBD may, at its sole discretion, offer a pro-rated credit for the unused portion of the annual term, calculated as:

Pro-Rated Credit = (Months Remaining / 12) × Annual Fee Paid

Pro-rated credits, when granted, are applied as account credits toward future PBD services and are not redeemable for cash. Account credits expire twelve (12) months from the date of issuance.

7.2 Monthly Subscriptions

Monthly subscriptions are not pro-rated. When you cancel a monthly subscription, you retain access through the end of your current billing period. No refund or credit is issued for the remaining days in the current month.

7.3 Price Increase Refunds

If PBD increases your subscription price and you cancel within thirty (30) days of being notified of the increase (or within thirty (30) days of the first charge at the new rate, whichever is later), you are entitled to a full refund of any amount charged at the new, higher rate.

8. EU/EEA Right of Withdrawal (14-Day Cooling-Off Period)

If you are a consumer located in the European Economic Area (EEA) or the United Kingdom, you have the statutory right to withdraw from a distance contract within fourteen (14) calendar days of purchase without giving any reason, pursuant to Directive 2011/83/EU.

8.1 How to Exercise Your Right of Withdrawal

To exercise your right, you must inform PBD of your decision by a clear, unambiguous statement before the 14-day period expires. You may do so by: (a) email to [email protected]; (b) the online cancellation tool at petbreederdirectory.com/account/subscription; or (c) mail to SARL MACHETTO DOUGLAS, 161 rue de la Confrérie, 74500 Publier, France.

8.2 Effects of Withdrawal

Upon valid withdrawal, PBD will reimburse all payments received from you within fourteen (14) calendar days of receiving your withdrawal notice, using the same means of payment you used for the initial transaction. No fees will be charged for the reimbursement.

8.3 Loss of Right of Withdrawal for Digital Content

If you have expressly consented to the immediate provision of digital content or services before the end of the 14-day withdrawal period, and you have acknowledged that you thereby lose your right of withdrawal, the right of withdrawal does not apply. During checkout, you will be presented with a clearly labeled consent mechanism stating: "I expressly consent to the immediate provision of the digital service and acknowledge that I will lose my right of withdrawal once the service has been fully provided."

8.4 Partial Performance

If you withdraw after having requested that service begin during the withdrawal period, you shall pay PBD an amount proportional to what has been provided until the time you communicated your withdrawal, in comparison with the full coverage of the contract.

9. California-Specific Protections (CARL Compliance)

This section applies to consumers who are residents of California.

9.1 California Automatic Renewal Law (CARL)

PBD complies with the California Automatic Renewal Law (Cal. Bus. & Prof. Code §§ 17600–17606), as amended by AB 2863 effective July 1, 2025. Specifically:

• Pre-Billing Disclosure: All automatic renewal terms are presented clearly and conspicuously before PBD collects your billing information
• Express Affirmative Consent: PBD obtains your express affirmative consent through a separate, clearly labeled, unchecked checkbox
• Acknowledgment: PBD provides an immediate post-purchase confirmation email
• Annual Reminders: PBD sends annual renewal reminders
• Click-to-Cancel: PBD provides online cancellation that is at least as easy as subscribing
• Consent Records: PBD maintains verification of your affirmative consent for at least 3 years or 1 year after contract termination, whichever is longer

9.2 CARL Remedies

PBD acknowledges that under CARL, failure to comply with the automatic renewal disclosure and consent requirements may result in goods or services being deemed an "unconditional gift" to the consumer, requiring full refunds for charges made in violation.

9.3 California Consumer Cancellation Rights

California residents may cancel at any time using the methods described in Section 5. PBD will not impose cancellation penalties, require you to call during limited hours to cancel, or create unnecessary barriers. PBD's online cancellation mechanism is available 24/7.

10. FTC Negative Option Rule Compliance

PBD complies with the Federal Trade Commission's Negative Option Rule (16 C.F.R. Part 425), as amended and enforceable as of July 14, 2025. Specifically:

• No Misrepresentation: PBD does not misrepresent any material fact related to the subscription transaction
• Clear & Conspicuous Disclosure: All material terms are disclosed before the consumer provides payment information
• Express Informed Consent: PBD obtains the consumer's affirmative, unambiguous consent separately from any other aspect of the transaction
• Simple Cancellation: PBD provides a simple, immediate cancellation mechanism accessible through the same medium used to subscribe
• Confirmation Notices: PBD sends confirmation of the subscription and subsequent renewal notices

Note: The FTC Negative Option Rule was subject to an Eighth Circuit Court of Appeals injunction in July 2025. PBD voluntarily complies with the Rule's requirements regardless of enforcement status, as they represent consumer protection best practices and align with state-level requirements, particularly CARL.

11. State-by-State Refund & Cancellation Disclosures

In addition to California and federal requirements, PBD complies with state automatic renewal and consumer protection laws across the United States. See Appendix B for a comprehensive table.

11.1 New York

New York General Business Law § 527 requires clear disclosure of automatic renewal terms and easy cancellation. New York consumers may also have protections under GBL §§ 349–350.

11.2 Illinois

The Illinois Automatic Contract Renewal Act (815 ILCS 601) requires clear and conspicuous disclosure and a cost-effective cancellation mechanism. PBD's practices comply.

11.3 Virginia

The Virginia Automatic Renewal Law (Va. Code § 59.1-207.45 et seq.) requires clear disclosure, affirmative consent, acknowledgment, and easy cancellation. PBD's practices satisfy Virginia's requirements.

11.4 Oregon

Oregon's Automatic Renewal Safeguards Act (ORS 646A.295) requires disclosure before billing, confirmation after purchase, easy cancellation, and renewal reminders.

11.5 Colorado, Connecticut, Delaware, Hawaii, North Carolina, Vermont, Washington & Other States

PBD monitors and complies with the automatic renewal, subscription, and consumer protection laws of all US states. Where a state law requires greater consumer protections, PBD will comply with the more protective standard.

11.6 District of Columbia

D.C. Code § 28A-201 et seq. (Automatic Renewal Consumer Protection Act) requires clear disclosure, affirmative consent, and easy cancellation. PBD's practices comply.

12. Free Trials & Free-to-Pay Conversions

12.1 Free Trial Terms

When PBD offers a free trial period, the following apply:

• The length of the free trial is clearly disclosed before enrollment
• The post-trial subscription price and billing frequency are clearly disclosed before you provide billing information
• PBD obtains your express affirmative consent to the free-to-pay conversion terms separately, in compliance with CARL
• You may cancel at any time during the free trial without being charged
• PBD will send a reminder between three (3) and twenty-one (21) days before the trial ends

12.2 Conversion to Paid Subscription

If you do not cancel before the free trial ends, your account will automatically convert to a paid subscription at the rate disclosed during enrollment. The first charge will appear on your payment method on the day following the end of the trial period.

12.3 Post-Conversion Refund

If you are charged after a free trial conversion and did not intend to continue, you may request a full refund of the first paid charge within forty-eight (48) hours by contacting [email protected].

13. Promotional, Discounted & Introductory Pricing

13.1 Introductory Rates

If PBD offers an introductory or discounted rate, the following disclosures are provided before you subscribe: the introductory rate and duration, the regular rate that will apply after the introductory period, and the date on which the regular rate will take effect.

13.2 Transition to Regular Pricing

PBD will send a notice between three (3) and twenty-one (21) days before the introductory period ends, reminding you of the transition to the regular rate and providing cancellation instructions.

13.3 Promotional Credits & Coupons

Promotional credits, coupons, and discount codes have no cash value, are non-transferable, and cannot be combined unless expressly stated. PBD reserves the right to modify or discontinue any promotion at any time.

14. One-Time Purchases & Non-Subscription Fees

One-time purchases (e.g., Verified Badge, featured listing placement, concierge consultation) are subject to the refund windows in Section 6.1. Once a service has been rendered (e.g., badge displayed, listing featured, concierge matching completed), the fee is non-refundable except as required by applicable law or the EU right of withdrawal in Section 8.

15. Failed Payments, Dunning & Grace Periods

15.1 Failed Payment Retries

If a scheduled payment fails (due to expired card, insufficient funds, or other reasons), PBD will: (a) notify you by email immediately; (b) attempt to process the payment up to three (3) additional times over seven (7) days; and (c) provide clear instructions for updating your payment method.

15.2 Grace Period

PBD provides a seven (7) day grace period following a failed payment during which your access to paid features will remain active. If payment is not resolved within the grace period, your account will be downgraded to the free tier.

15.3 No Hidden Fees

PBD does not charge late fees, returned payment fees, or administrative fees for failed payments. However, your financial institution may charge you fees for insufficient funds or returned payments, which are not within PBD's control.

16. Chargeback & Payment Dispute Policy

16.1 Contact PBD First

PBD STRONGLY ENCOURAGES YOU TO CONTACT US DIRECTLY AT [email protected] BEFORE FILING A CHARGEBACK OR PAYMENT DISPUTE WITH YOUR BANK OR CREDIT CARD COMPANY. In most cases, we can resolve billing issues more quickly and favorably than the chargeback process, which can take 60–90 days and may result in temporary holds on your account.

16.2 What Is a Chargeback?

A chargeback occurs when you contact your bank or credit card issuer to dispute a charge and request a reversal. Chargebacks are intended to protect consumers from unauthorized transactions and merchant fraud. Filing a chargeback for a legitimate charge that could be resolved directly with the merchant is considered chargeback abuse ("friendly fraud") and may have serious consequences.

16.3 PBD's Rights Upon Chargeback

When PBD receives a chargeback notification, we reserve the right to:

• Immediately suspend access to your account and all paid features pending investigation
• Submit a chargeback representment with supporting evidence, including records of your consent, usage logs, IP address records, and communication history
• Recover the disputed amount, chargeback fees, and administrative costs if the chargeback is resolved in PBD's favor
• Permanently terminate your account if the chargeback is determined to be fraudulent
• Report fraudulent chargebacks to fraud prevention databases and, where applicable, to law enforcement
• Pursue all available legal remedies, including collection of the disputed amount plus costs and fees

16.4 Chargeback Abuse (Friendly Fraud)

Filing a chargeback for a legitimate transaction that you authorized, while retaining access to or benefit from the service, constitutes fraud. This includes situations where you:

• Subscribed and used the service but filed a chargeback instead of requesting a refund
• Forgot about a recurring charge and disputed it rather than contacting PBD
• Experienced pet owner's remorse and sought a reversal through your bank
• Allowed another person to use your payment method and then disputed the charge
• Filed a chargeback after PBD already processed a refund for the same transaction

17. Fraudulent Chargeback Consequences

If PBD determines that a chargeback was filed fraudulently or in bad faith, PBD reserves the right to:

• Permanently terminate your account without the ability to create a new account
• Recover the full disputed amount, plus chargeback fees (typically $15–$25 per chargeback), plus reasonable administrative costs of up to $50.00 per fraudulent chargeback
• Report the incident to chargeback fraud prevention networks (Visa VAMP, Mastercard ECP) and merchant fraud databases
• Engage a collections agency or pursue legal action to recover amounts owed, including reasonable attorneys' fees where permitted by law
• Share information about the fraudulent activity with law enforcement

Important: Chargeback fraud ("friendly fraud" or "first-party fraud") is illegal in most jurisdictions. Filing a chargeback for a transaction you authorized, with the intent to receive both the service and a refund, may constitute wire fraud, credit card fraud, or theft of services under applicable law.

18. Chargeback Evidence & Representment

18.1 Evidence Collection

PBD maintains comprehensive transaction records to support chargeback representment, including:

• Timestamped records of your express affirmative consent to subscription terms
• IP address, device fingerprint, and geolocation data at time of purchase
• Account creation and login history
• Records of service usage after the disputed charge
• Email confirmations, renewal reminders, and all communications sent to you
• Cancellation and refund request history
• Stripe transaction records, payment method verification data, and 3D Secure authentication results

18.2 Representment Process

When PBD receives a chargeback, we will: (a) investigate the dispute; (b) compile all relevant evidence; (c) submit a formal representment to the card network through Stripe within the required timeframe; and (d) cooperate fully with the card network's investigation.

18.3 Cooperation

If a chargeback dispute proceeds to arbitration with the card network (Visa or Mastercard), PBD will participate fully and reserves the right to recover arbitration costs from you if the dispute is resolved in PBD's favor.

19. Billing Descriptor & Transaction Clarity

To prevent confusion and reduce unintentional chargebacks, PBD ensures clear billing identification:

• Billing Descriptor: Charges from PBD will appear on your statement as "PBD* PETBREEDERHUB" or "PETBREEDERDIRECTORY.COM"
• Transaction Receipts: PBD sends a detailed receipt email for every charge, including amount, date, subscription plan, and billing history link
• Billing History: A complete billing history is available in your Account Settings at petbreederdirectory.com/account/billing
• Pre-Charge Reminders: Renewal reminders are sent before each charge as described in Section 4

If you do not recognize a charge from PBD, please contact [email protected] before contacting your bank. We can provide transaction details within minutes.

20. Dispute Resolution Before Chargebacks

PBD maintains a formal internal billing dispute resolution process:

• Step 1 — Contact Billing Support: Email [email protected]. We respond within one (1) business day.
• Step 2 — Investigation: PBD will review the charge and your account history within three (3) business days.
• Step 3 — Resolution: PBD will offer a refund, credit, explanation, or other resolution within five (5) business days.
• Step 4 — Escalation: If unsatisfied, escalate to [email protected] for a senior review within ten (10) business days.

PBD resolves the vast majority of billing disputes within 48 hours. The chargeback process typically takes 60–90 days and may result in temporary account suspension. We strongly recommend exhausting PBD's internal dispute process before filing a chargeback.

21. Refunds for Platform Outages & Service Failures

If the Platform experiences a material service outage (substantially unavailable for a continuous period of twenty-four (24) hours or more due to a failure within PBD's reasonable control), affected subscribers may request a pro-rated credit for the duration of the outage. Requests must be submitted within thirty (30) days to [email protected]. Outages caused by Force Majeure Events, scheduled maintenance, or factors outside PBD's control (e.g., Cloudflare outages, Stripe downtime, ISP failures) do not qualify.

22. Third-Party Transaction Disclaimer (Breeder-Pet Owner Transactions)

PBD DOES NOT PROCESS, FACILITATE, INTERMEDIATE, ESCROW, OR GUARANTEE ANY PAYMENT BETWEEN BREEDERS AND BUYERS. PBD IS NOT A PARTY TO, AND HAS NO RESPONSIBILITY OR LIABILITY FOR, ANY TRANSACTION FOR THE SALE, PURCHASE, DEPOSIT, ADOPTION, OR TRANSFER OF ANIMALS.

All financial transactions between Breeders and Pet Owners are conducted solely between those parties. PBD does not hold funds, provide escrow services, or act as a payment intermediary for breeder-pet owner transactions.

Do not file a chargeback against PBD for payments made to a Breeder. PBD subscription charges and Breeder animal payments are separate transactions processed by different entities. Chargebacks filed against PBD for Breeder transactions will be disputed.

23. Currency, Taxes & Cross-Border Payments

23.1 Currency

All PBD subscription and service fees are denominated and charged in United States Dollars (USD). If your payment method is denominated in a different currency, your financial institution will apply the applicable exchange rate. PBD is not responsible for exchange rate fluctuations or currency conversion fees.

23.2 Taxes

All prices displayed on the Platform are exclusive of applicable taxes unless otherwise stated. PBD collects and remits sales tax, VAT, GST, and other transaction taxes as required by law. Taxes are calculated and displayed at checkout. Refunds include any taxes originally charged on the refunded amount.

23.3 Cross-Border Transaction Fees

If you are located outside the United States or France, your financial institution may charge cross-border or international transaction fees. These fees are not charged by PBD and are not within our control.

24. Modifications to This Policy

PBD reserves the right to modify this Refund Policy at any time. Material changes will be communicated via email and/or through a prominent notice on the Platform at least thirty (30) days before the changes take effect. Changes will not retroactively affect refund or cancellation rights you have already accrued under the prior version of the Policy.

25. Contact Information

• Billing Support: [email protected]
• Legal: [email protected]

Mailing Address:
SARL MACHETTO DOUGLAS
Attn: Billing Department
161 rue de la Confrérie
74500 Publier, France

Business Hours: Monday–Friday, 9:00 AM – 6:00 PM CET / 12:00 AM – 9:00 AM PST

Appendix A: Refund Request Form Instructions

To submit a refund request, email [email protected] with the following information:

• Subject Line: "Refund Request — [Your Account Email]"
• Account Email: The email address associated with your PBD account
• Transaction Date: The date the charge appeared on your statement
• Amount: The dollar amount of the charge you are disputing
• Subscription Plan: The plan you were subscribed to at the time of the charge
• Reason for Refund: A brief description (e.g., accidental renewal, billing error, service not as described, cancellation not processed)
• Supporting Documentation: Any relevant screenshots, bank statements, or correspondence (optional)

PBD will acknowledge your refund request within one (1) business day and provide a resolution within five (5) business days.

For California residents: You may also submit a complaint to the California Attorney General's office or to the Division of Consumer Services at (916) 445-1254 or (800) 952-5210.

Appendix B: State-by-State Auto-Renewal Law Summary

The following is a non-exhaustive summary of key state automatic renewal and subscription laws. PBD complies with the most protective requirements applicable to each user.

• California — Cal. Bus. & Prof. Code § 17600 et seq. (CARL, amended 7/1/2025): Express affirmative consent; click-to-cancel; annual reminders; consent records (3 yrs); pre-billing disclosure; free-to-pay conversion rules. Full compliance — See Section 9.
• New York — NY GBL § 527; GBL §§ 349–350: Clear disclosure; easy cancellation; deceptive practices protections. Full compliance.
• Illinois — 815 ILCS 601 (Auto. Contract Renewal Act): Clear & conspicuous disclosure; cost-effective cancellation. Full compliance.
• Virginia — Va. Code § 59.1-207.45 et seq.: Disclosure; affirmative consent; acknowledgment; easy cancellation. Full compliance.
• Oregon — ORS 646A.295: Disclosure before billing; confirmation; easy cancellation; renewal reminders. Full compliance.
• Colorado — C.R.S. § 6-1-732: Clear disclosure; affirmative consent; online cancellation option. Full compliance.
• Connecticut — Conn. Gen. Stat. § 42-235b: Disclosure; consent; acknowledgment; cancellation mechanism. Full compliance.
• Delaware — 6 Del. C. § 2731: Clear disclosure; easy cancellation. Full compliance.
• Hawaii — HRS § 481B-13.5: Written notice of auto-renewal; consent; cancellation. Full compliance.
• North Carolina — N.C.G.S. § 75-41: Disclosure of auto-renewal; cancellation mechanism. Full compliance.
• Vermont — 9 V.S.A. § 2454a: Disclosure; consumer consent; easy cancellation. Full compliance.
• Washington — RCW 19.210: Disclosure; affirmative consent; acknowledgment. Full compliance.
• D.C. — D.C. Code § 28A-201 et seq.: Disclosure; affirmative consent; easy cancellation. Full compliance.
• Federal — FTC Negative Option Rule (16 C.F.R. Part 425): No misrepresentation; clear disclosure; express consent; simple cancellation. Full compliance — See Section 10.

Note: This table is provided for informational purposes. Additional states may enact or amend automatic renewal laws. PBD monitors legislative developments and updates its compliance practices accordingly.