This pre-launch draft describes the proposed refund policy and the current in-app workflow. Legal review and operational validation remain outstanding. It does not replace terms already accepted for an existing transaction or limit rights provided by applicable law.
Policy and app controls
The cancellation eligibility rules and mandatory-remedy handling described here are not all automatically enforced by the app. The controls and calculated amounts do not determine legal entitlement. Loaf must complete the supporting refund processes before relying on this policy for public launch.
Before payment
- Review the kitten price, additional charges, buyer service fee, and payment terms before paying.
- A deposit is optional. A breeder may request full payment without a deposit.
- Unpaid requests can be canceled or expire without a refund being needed.
Reservation deposits
- A paid deposit reserves the kitten. It is not automatically forfeited: any retention for buyer cancellation must be disclosed before payment and enforceable under applicable law.
- A breeder can return some or all of the remaining deposit. Only the amount still paid counts toward the kitten balance.
- If you believe a deposit should be returned, contact the breeder or Loaf support. A retained deposit does not prevent a support review.
Refunding without canceling
- A refund returns money; it does not cancel the purchase or end the reservation, even when the full paid amount is refunded.
- After full payment, breeders can issue a full or partial purchase refund. Earlier refunds are taken into account.
- To end a purchase before pickup, use Cancel purchase instead. A separate refund is not needed first.
Proposed cancellation policy before pickup
- Breeder cancellation: if the breeder cannot provide the agreed kitten or cancels for their own reasons, all remaining purchase funds must be returned, including the deposit, additional charges, and buyer service fees.
- Buyer cancellation: all remaining non-deposit funds are returned. A deposit may be retained only where the terms disclosed before payment and applicable law permit it.
- If no deposit was paid, cancellation returns the remaining purchase payment.
- The breeder provides a reason shared with the buyer. Routine cancellation does not require the buyer’s approval or prior support approval.
- Pending payments, refunds, disputes, or other financial issues may need to be resolved before cancellation can proceed.
Cancellation ends the reservation. If a required refund fails, the purchase stays canceled and the refund still needs to be resolved. Contact support if you disagree with the cancellation or deposit retained.
Refund amounts and timing
An in-app refund estimate is not a legal determination of what is owed. Contact Support if the controls do not cover a required refund. Technical restrictions and payout status do not remove refund obligations or extend legal deadlines.
- Amounts already refunded are not returned a second time.
- For ordinary partial refunds, applicable buyer service fees are returned in proportion to refunded kitten payments. A refund of additional charges alone does not create a kitten-payment service fee refund. This calculation does not limit mandatory remedies; breeder nonperformance requires return of remaining buyer service fees too.
- Card refunds go to the original payment method. Once issued, they usually appear within 5–10 business days, depending on the card issuer.
- A submitted refund is not confirmation that funds have arrived. Check its status in Loaf and contact support if it fails or has not arrived after that timeframe.
Pickup and concerns afterward
- Full payment does not confirm pickup. The buyer should confirm pickup only after receiving the kitten.
- After confirmed pickup, the purchase cannot be canceled through the cancellation flow. A refund or support review may still be appropriate.
- For a health concern, a kitten that differs from the listing, or a proposed return, contact the breeder and Loaf support promptly. A refund does not itself arrange the kitten’s return.
Get help or request a review
Pickup confirmation does not waive statutory rights. Depending on the seller and transaction, mandatory remedies may include returns, refunds, or veterinary-cost reimbursement while keeping the kitten. These rights do not depend on discretionary approval by Loaf or the breeder. Seek veterinary care promptly and observe applicable notice deadlines.
A reservation remaining active after a refund does not itself establish a debt or authorize another charge. Contacting Loaf is not a prerequisite to exercising statutory rights or contacting your card issuer, and you do not have to wait for our response.
Open Support from the purchase or payment in Loaf, or contact Loaf support. Include the purchase reference, kitten or breeder name, and a brief explanation. Never send complete card or bank details.
Support can review cancellation, refund, or deposit concerns and may request messages or other relevant information. An open dispute, suspected fraud, or processing issue may delay resolution. Allow up to two business days for an initial support response; this is not a refund completion deadline.