Payment & Billing Policy

Last Updated: 24 August 2026

1. Overview

At Pets Tails, we aim to provide a secure, straightforward, and convenient checkout experience.

This Payment & Billing Policy explains the payment methods that may be available when purchasing products through petstails.co.uk, how payments are processed, and important information concerning billing, payment authorisation, and refunds.

2. Accepted Payment Methods

Pets Tails currently supports the following payment methods, subject to availability at checkout:

  • American Express

  • Apple Pay

  • Diners Club

  • Discover

  • Google Pay

  • Maestro

  • Mastercard

  • Shop Pay

  • UnionPay

  • Visa

The payment methods displayed during checkout are the methods available for your particular transaction.

Availability may vary depending on your device, payment provider, location, browser, or other technical factors.

3. Payment Currency

Unless clearly stated otherwise, all prices and charges displayed on our website are in British Pounds Sterling (GBP / £).

Your bank, card issuer, or payment provider may apply currency conversion charges or other fees if your payment account operates in another currency.

Any such charges are determined by your payment provider and are not controlled by Pets Tails.

4. Secure Payment Processing

Payments made through our website are processed using trusted third-party payment service providers.

These providers use their own security systems and payment-processing technologies to handle transaction information.

Pets Tails takes reasonable steps to use reputable payment services and maintain an appropriate level of security throughout the checkout process.

However, payment processing services may also be subject to the independent provider's own terms, privacy policies, and security procedures.

5. Card and Payment Information

Full payment card information is generally handled directly by the relevant payment processor rather than being stored directly by Pets Tails.

Depending on the payment service used, Pets Tails may receive limited transaction-related information such as:

  • Payment status

  • Transaction reference

  • Payment method type

  • The last few digits of a payment card

  • Billing information

  • Fraud-prevention information

  • Other information required to manage the transaction

We do not use this information to independently access your payment account.

For more information about how personal information is handled, please review our Privacy Policy.

6. Payment Authorisation

When you place an order, your selected payment method may be subject to authorisation and verification by your bank, card issuer, digital wallet provider, or payment processor.

Your order may not be processed or accepted if payment:

  • Is declined

  • Cannot be authorised

  • Fails verification

  • Is cancelled or reversed

  • Is identified as potentially fraudulent

  • Cannot otherwise be successfully processed

If a payment fails, you may be asked to use another available payment method.

7. When Payment Is Taken

Depending on the payment method and checkout system used, payment may be authorised or collected when you submit your order.

Receiving payment does not necessarily mean that Pets Tails has formally accepted your order.

Order acceptance is governed by our Terms of Service.

If we are unable to accept or fulfil an order after payment has been collected, any amount that must be returned will be refunded in accordance with our applicable policies.

8. Billing Information

You are responsible for providing accurate and complete billing information during checkout.

This may include:

  • Your name

  • Billing address

  • Postcode

  • Contact information

  • Payment information requested by the payment provider

Incorrect or incomplete billing information may result in a transaction being declined, delayed, or subject to additional verification.

If you notice an error after placing an order, please contact Pets Tails as soon as reasonably possible.

9. Payment Verification and Fraud Prevention

To protect our customers and business, transactions may be subject to automated or manual security checks.

These checks may be carried out by Pets Tails, payment providers, card issuers, or other authorised service providers and may include verification of:

  • Payment information

  • Billing address

  • Transaction characteristics

  • Order information

  • Fraud-risk indicators

Where reasonably necessary, we may request additional information before processing an order.

We may decline or cancel a transaction where there are reasonable grounds to suspect fraud, unauthorised payment activity, or another security issue.

Any refund due following such a cancellation will be handled in accordance with applicable law and our policies.

10. Digital Wallets and Express Checkout Services

Where available, you may be able to pay using digital wallets or accelerated checkout services such as:

  • Apple Pay

  • Google Pay

  • Shop Pay

When using one of these services, your payment may also be subject to the terms and privacy practices of the relevant service provider.

Pets Tails does not control the independent terms imposed by those providers.

11. Pricing Errors

We make reasonable efforts to ensure that prices displayed on our website are accurate.

If an obvious pricing error occurs, we may contact you before accepting the order to provide the correct price.

You will not be charged a higher corrected price without being informed and given an appropriate opportunity to decide whether to proceed.

Further information about pricing errors and order acceptance is provided in our Terms of Service.

12. Refunds

Where a refund is approved, it will normally be returned using the same payment method used for the original transaction, unless another method is required by law or agreed where appropriate.

After we issue a refund, your bank, card issuer, or payment service provider may require additional time to credit the funds to your account.

The time required for a refund to appear is outside our direct control once it has been submitted to the payment provider.

For complete information about eligibility for refunds and returns, please review our Returns & Refund Policy.

13. Duplicate or Unrecognised Charges

If you believe you have been charged more than once for the same order or notice a payment you do not recognise, please contact us promptly.

When contacting us, please provide:

  • Your order number, if available

  • The amount charged

  • The date of the transaction

  • The payment method used

  • Any other information that may help us identify the transaction

For security reasons, please do not send your complete payment card number, PIN, security code, or online banking credentials by email or telephone.

We will review the available transaction information and assist where reasonably possible.

14. Payment Provider Charges

Pets Tails does not normally control fees independently imposed by your:

  • Bank

  • Card issuer

  • Digital wallet provider

  • Currency conversion provider

  • Other payment service

Depending on your account, these may include foreign exchange fees, international transaction fees, or similar charges.

You should contact your payment provider if you require information about charges applied directly by them.

15. Changes to Accepted Payment Methods

We may add, remove, or change payment options as our checkout services and payment-provider arrangements develop.

The payment methods currently displayed during checkout will determine which options are available for a particular purchase.

Changes to available payment methods will not affect payments already successfully completed for existing orders.

16. Related Policies

This Payment & Billing Policy should be read together with our:

  • Terms of Service

  • Returns & Refund Policy

  • Shipping & Delivery Policy

  • Privacy Policy

These policies provide additional information about order acceptance, refunds, delivery, and the processing of personal information.

17. Contact Information

If you have a question about a payment, billing issue, refund, or transaction, please contact:

Pets Tails
258 London Rd
Stoke-on-Trent
ST4 5RH
United Kingdom

Business Owner: MATT EDRIAN ABAUAG
Business Type: Individual
Phone: +44 178 274 5186
Email: contact@petstails.co.uk
Website: petstails.co.uk

Opening Hours:
Monday to Saturday: 10:00 AM – 4:00 PM
Sunday: Closed