In short: Your payment method is only charged after your celebration is approved. Before approval, you can cancel and the temporary hold on your card will be released. Within 24 hours of going live, we offer a full refund. After that window, refunds are not available, but we are happy to help with modifications.
Refund Eligibility
Before Approval
If you change your mind while your submission is still under review, you may cancel. The temporary hold on your payment method will be released and you will not be charged.
Within 24 Hours of Going Live
If your submission has been approved and you notice an issue, you have 24 hours from approval to request a full refund.
After 24 Hours
Once your celebration has been live for more than 24 hours, refunds are not available. Your space on the mural is permanently reserved.
Why This Policy
When you create a celebration on Petmoria, you are reserving a permanent spot on the mural. This means:
- Your space is immediately reserved and unavailable to other users
- The spot becomes part of your pet's lasting celebration
- A portion of your celebration is donated to our animal welfare partners
The 24-hour window allows you to verify that everything appears correctly before your celebration becomes permanent.
Modifications
If you are outside the refund window but need to make a change, we can help with the following at no additional cost:
Available Modifications
- Name corrections: Fix spelling errors in your pet's name
- Photo replacement: One photo swap if you uploaded the wrong image
- Story edits: Adjust the wording of your message
- Contact updates: Change the email address on file
To request a modification, email us with your order details and a description of the change needed.
Automatic Refunds
You will receive an automatic full refund in the following situations:
- Technical failure: Our system cannot display your submission and we are unable to resolve the issue
- Duplicate charge: You were accidentally charged more than once for the same order
- Submission rejection: If we are unable to approve your submission, the authorization hold is released and you are not charged
How to Request a Refund
If you are within the refund window, follow these steps:
1. Email Us
support@petmoria.com
2. Include Details
Order number and email used
3. We Respond
Within 24 hours
4. Refund Processed
5-10 business days
Questions?
If you need assistance with a refund, modification, or have any questions, please reach out.
support@petmoria.com