What the Buyer Protection Fee covers.

This Buyer Protection Policy explains what the Buyer Protection Fee covers, what it does not cover, and how to file a claim. This Policy is incorporated into, and forms part of, the Pick Me Pets Terms of Service (the "Terms"). Capitalized terms not defined here have the meaning given in the Terms. If anything here conflicts with the Terms, the Terms control.

The short version: if you pay a deposit through Pick Me Pets and the breeder never delivers the puppy, we'll help you get your deposit back — up to the amount you paid through the platform. This protection does not cover the puppy's health, genetics, temperament, the final purchase payment, or any payment made outside the platform.

Deposit protection applies only to non-delivery, and only to deposits paid through the platform's Payment Services with the Buyer Protection Fee included. Non-delivery means the breeder does not place the puppy with you because:

• the breeder fails to provide the puppy and has stopped responding to you for at least 14 calendar days; or
• the breeder cancels the placement, or otherwise decides not to place the puppy with you, after accepting your deposit.

Reasonable delays that the breeder is actively communicating with you about — such as transportation logistics, weather, or health clearances before travel — are not non-delivery, even if they push the placement date back.

The maximum amount you can recover is the deposit you actually paid through the Payment Services for that specific transaction. This Policy does not cover the final/purchase payment, whether paid through the platform or directly to the breeder.

Deposit protection does not cover, and Pick Me Pets will not refund or reimburse, any of the following:

• health conditions, illnesses, injuries, congenital or inherited disorders, or veterinary costs of any kind, whether discovered before or after placement;
• the puppy's genetics, DNA results, breed, conformation, size, color, coat, temperament, or behavior, or any difference between the puppy and its listing description;
• any representation, promise, health guarantee, or warranty made by the breeder, or any dispute over whether the breeder honored their own policies or your contract with them;
• your change of mind, cancellation, or failure to complete the purchase;
• the Buyer Protection Fee itself, payment-processing fees, final or purchase payments, or any payment made outside the Payment Services; and
• travel, boarding, transport, or any other out-of-pocket expenses.

Issues in these categories are matters between you and the breeder, governed by your contract with the breeder and applicable law. Pick Me Pets is not a party to that contract and cannot resolve these disputes for you, though we encourage breeders to honor their own stated policies and any legally required refunds.

To be eligible for a deposit protection claim, you must:

• be the Pick Me Pets account holder who made the deposit;
• have paid the deposit through the platform's Payment Services with the Buyer Protection Fee included;
• have an account in good standing, with no violation of the Terms;
• not have caused or contributed to the issue you're claiming (through your own action, misconduct, or negligence);
• not have breached your agreement with the breeder;
• not have filed a chargeback or dispute with your bank or card issuer for the same payment; and
• file your claim within 30 calendar days of the non-delivery event (i.e., within 30 days of the 14-day non-response period ending, or within 30 days of the breeder's cancellation).

• Contact the breeder first. Most issues are resolved directly. Use the platform's messaging tools so there's a record of your attempt to resolve it.
• Submit a claim through the Submit a Claim screen in the Pick Me Pets app (Account → Buyer Protection → File a Claim) or by emailing hello@pickmepets.com with "Buyer Protection Claim" in the subject line. Include your account email, the transaction/order ID, a description of what happened, and the dates of your attempts to contact the breeder.
• Provide supporting documentation, which may include screenshots of your messages with the breeder, the dates of non-response, and any relevant contract or listing information. We may request additional information.

We will acknowledge receipt of your claim within 3 business days. We aim to investigate and reach a decision within 10 business days of receiving all requested documentation, though complex claims may take longer; we'll let you know if that happens. During review, we may contact the breeder for their account of events. Reimbursement decisions are made by Pick Me Pets in our reasonable discretion based on the information available, and may be for a partial amount if the facts support only partial reimbursement.

If your claim is approved, reimbursement will be issued to your original payment method within 5–10 business days of the decision, either by facilitating a refund from the breeder or, where appropriate, directly from Pick Me Pets.

If your claim is denied and you believe we got it wrong, you may request reconsideration within 14 calendar days of the decision by replying to our decision email or emailing hello@pickmepets.com with "Buyer Protection Appeal" in the subject line and any new information supporting your claim. We will review appeals within 10 business days. Our decision on appeal is final.

This Policy, the Buyer Protection Fee, and any reimbursement are not insurance and are not a warranty or guarantee of any kind regarding any breeder or animal. Pick Me Pets may change or discontinue this Policy at any time, effective for transactions completed after the change; we'll post the updated Policy here with a revised "Last Updated" date. This Policy does not limit any refund or remedy a breeder independently owes you under their own stated policy, your contract with them, or applicable consumer protection law — pursuing those remedies is between you and the breeder. Nothing in this Policy waives or limits any right you may have under law that cannot be waived by agreement.

Questions about this Policy or an active claim: hello@pickmepets.com

Technection, LLC dba Pick Me Pets — Denton County, Texas