Billing Terms & Conditions

Effective Date: 06/01/2026

Welcome to Village Pets. This Payment Policy explains the terms that apply when making payments and purchasing products through our website.

By placing an order with Village Pets, you confirm that you have read and accepted the payment terms outlined below.

1. ACCEPTED PAYMENT METHODS

Village Pets accepts the payment methods displayed during checkout, which may include:

  • American Express
  • JCB
  • Mastercard
  • Discover
  • Diners Club
  • Visa

The payment methods available may vary depending on your location, device, and the payment services supported at checkout.

Full payment must be completed when the order is placed.

We do not currently accept:

  • Cash on delivery
  • Bank transfers made outside checkout
  • Cheques
  • Other offline payment methods

2. PAYMENT PROCESS

When placing an order through our website:

  1. Select the products you wish to purchase
  2. Add the products to your shopping cart
  3. Proceed to checkout
  4. Enter your billing and payment information
  5. Review your order details and total amount
  6. Complete the payment
  7. Receive an order confirmation email

Orders will only enter processing after payment has been successfully authorised and received.

3. PAYMENT SECURITY

We take reasonable steps to support secure online payments.

Please note:

  • Payments are completed through secure payment systems
  • Village Pets does not store complete credit or debit card details
  • Payment information is processed by authorised third-party payment service providers
  • Your payment provider may carry out security and verification checks

Customers are responsible for keeping their payment account and card information secure.

4. CURRENCY

All product prices and charges displayed on our website are shown in:

British Pounds Sterling (GBP)

If you use a payment method connected to another currency, your bank, card issuer, or payment provider may convert the amount into your local currency.

Currency conversion rates and related charges are controlled by the relevant payment provider.

Any currency conversion or foreign transaction fees charged by your financial institution are the customer’s responsibility.

5. PAYMENT AUTHORISATION

When you submit an order:

  • Your bank or payment provider may perform an authorisation check
  • The payment provider may temporarily reserve or hold the required funds
  • Additional verification may be requested
  • The order will not be confirmed if the payment cannot be authorised

If a payment attempt is unsuccessful or cancelled, any temporary hold may be removed according to the payment provider’s procedures.

The time required to release held funds may vary depending on your bank or card provider.

6. DECLINED OR FAILED PAYMENTS

A payment may be declined or fail for reasons including:

  • Insufficient available funds
  • Incorrect card or payment information
  • An expired payment method
  • An incorrect billing address
  • Security restrictions applied by the bank
  • Online or international payment restrictions
  • Failed identity or fraud-prevention checks
  • A technical issue with the payment provider

If your payment is declined:

  • Review the payment and billing information entered
  • Confirm that the payment method is active
  • Contact your bank or payment provider
  • Try another available payment method

Village Pets cannot override a payment decision made by your bank, card issuer, or payment provider.

7. FRAUD PREVENTION

To protect customers and reduce unauthorised transactions, Village Pets or its payment providers may:

  • Review certain orders or transactions
  • Request additional verification
  • Compare billing and order information
  • Delay processing while a payment is reviewed
  • Refuse or cancel a transaction that cannot be verified
  • Cancel an order where fraudulent or suspicious activity is reasonably suspected

If additional verification is required, processing may not begin until the review is completed.

8. BILLING INFORMATION

Customers must provide complete and accurate billing information during checkout.

This may include:

  • Full name
  • Billing address
  • Postcode
  • Contact information
  • Valid payment details

Incorrect, incomplete, or inconsistent billing information may cause:

  • Payment failure
  • Additional verification
  • Processing delays
  • Order cancellation

Customers should carefully review all billing details before completing payment.

9. ORDER CONFIRMATION

After payment has been completed successfully:

  • An order confirmation email will be sent to the email address provided at checkout
  • The confirmation will include relevant order information
  • The confirmation email will serve as a record of your purchase

An order confirmation does not guarantee dispatch if the transaction is later identified as unauthorised, fraudulent, incorrect, or affected by a product availability issue.

If you do not receive an order confirmation email:

  • Check your spam or junk folder
  • Confirm that the email address entered was correct
  • Contact Village Pets for assistance

10. TAXES & ADDITIONAL CHARGES

Product prices will be displayed on the relevant product pages and during checkout.

Village Pets applies the following standard shipping charge:

Flat-Rate Shipping: £20 GBP per order

The £20 shipping fee is the only shipping-related charge added by Village Pets during checkout.

Village Pets will not add any separate handling, processing, service, or hidden fee at checkout.

Your checkout total will show:

  • The product price
  • The £20 flat-rate shipping charge
  • Any legally required amount, if applicable and displayed

Your bank, card issuer, or payment provider may separately apply:

  • Currency conversion charges
  • Foreign transaction fees
  • Card processing charges
  • Other financial institution fees

These external charges are determined by the relevant financial institution and are not collected or controlled by Village Pets.

11. REFUNDS RELATED TO PAYMENTS

When a refund is approved:

  • The refund will be issued to the original payment method
  • Village Pets will process the refund within 10 business days after approval
  • A refund confirmation email will be sent where applicable

After the refund has been processed, your bank or payment provider may require additional time to display the funds in your account.

Refund processing times vary between banks, card issuers, and payment providers.

Original shipping charges and other refund conditions will be handled according to our Return & Refund Policy and applicable consumer law.

12. PAYMENT DISPUTES

If you experience an issue involving a payment, duplicate transaction, incorrect charge, or refund, please contact Village Pets before opening a dispute with your bank or payment provider.

Contact us at:

support@village-pets.com

Please include:

  • Your full name
  • Your order number
  • The payment date
  • The amount charged
  • A clear explanation of the issue
  • Supporting screenshots or documents, where applicable

We will review the available order and payment information and provide reasonable assistance.

13. CHANGES TO THIS POLICY

Village Pets may revise this Payment Policy when necessary to reflect changes in:

  • Available payment methods
  • Payment provider requirements
  • Store operations
  • Legal or regulatory obligations
  • Fraud-prevention procedures

Any revised version will be published on this page with an updated effective date.

Customers should review this policy periodically to remain informed about the current payment terms.

14. CONTACT INFORMATION

If you have questions regarding payments, billing, charges, refunds, or payment-related issues, please contact us:

Business Name: Village Pets
Business Email: support@village-pets.com
Business Phone: +44 20 8657 1791
Business Address: 55 Limpsfield Rd, South Croydon CR2 9LB, United Kingdom