Refund Policy

Last updated: 10 April 2026

This Refund Policy sets out when and how refunds are available for payments made to Herpify. It covers subscription plans billed by Herpify, and explains what Herpify can and cannot do when a marketplace transaction between a buyer and a seller goes wrong. It should be read alongside our Terms of Service.

1. Scope & Overview

Herpify operates as a marketplace: we connect buyers and sellers of reptiles and related goods and services, but we are not a party to any sale between them. The only payments Herpify itself collects are subscription fees for paid plans (Starter, Trader, Breeder) and, where applicable, optional add-ons.

This policy therefore distinguishes between:

  • Payments to Herpify: subscription fees, handled by Stripe. These are covered directly by this policy.
  • Payments between users: animal sales, shipping, deposits. These are between the buyer and the seller. Herpify is not a party to the transaction and cannot issue a refund on the seller's behalf.

2. Subscription Refunds

14-day satisfaction window (new paid subscriptions)

If you are a new paid subscriber and you are not satisfied with your plan, you may request a full refund within 14 days of the initial charge, provided you have not used the plan's premium features in a way that cannot reasonably be reversed (for example, sending high volumes of messages via a paid tier, or running featured listings that have already been displayed to other users).

Renewals

After the first 14 days, subscription fees (including monthly and annual renewals) are non-refundable. If you cancel a monthly plan, it will remain active until the end of the current billing period and will not renew. If you cancel an annual plan mid-term, we do not pro-rata refund unused months unless required by local law.

Accidental or duplicate charges

If you were charged by mistake (for example, a duplicate charge or a charge after you cancelled), contact us and we will refund the incorrect charge in full.

Account termination by Herpify

If we terminate your account for a breach of our Terms of Service (fraud, scam listings, abuse, prohibited species, etc.), paid fees are non-refundable. If we terminate your account for a reason unrelated to your conduct (for example, we discontinue a product), we will pro-rata refund any unused portion of your current billing period.

3. Cancellations & Downgrades

You can cancel or downgrade your subscription at any time from your account's Billing page. Cancellation stops future renewals. It does not generate an immediate refund. Downgrades take effect at the end of your current billing period; you keep access to the higher tier's features until then.

4. Marketplace Transactions

Herpify does not process payments between buyers and sellers for animal sales. Payment terms, shipping, and any refund, return, or health-guarantee policies are set by the seller and should be clearly stated on the listing or agreed directly with the buyer before payment changes hands.

If a marketplace transaction goes wrong (the animal is misrepresented, does not arrive, arrives in poor condition, or the seller refuses to honour a stated guarantee), your first step is to contact the seller directly through our messaging system. If that does not resolve the issue, you can report the seller to our Trust & Safety team via the "Report" button on the listing or by emailing [email protected]. We take enforcement action against sellers who breach our Terms of Service, including warnings, suspensions, and permanent bans.

Herpify cannot compel a seller to refund you, and we do not operate a buyer-protection or escrow scheme. We strongly recommend:

  • Using a payment method that offers its own buyer protection (for example, a credit card).
  • Keeping all communication on-platform so it can be reviewed if there is a dispute.
  • Confirming the seller's return / health-guarantee policy in writing before paying.
  • Arranging in-person collection where practical.

5. Chargebacks & Disputes

If you initiate a chargeback with your bank or card issuer for a subscription charge, we may pause or suspend your account while the dispute is investigated. Please contact us first. In almost all cases we can resolve subscription billing issues directly and much faster than the chargeback process.

6. Statutory Rights

Nothing in this policy limits any non-excludable rights you have under consumer protection law in your country. Depending on where you live, you may have additional statutory rights. For example, the 14-day right of withdrawal for digital services in the EU/UK, or rights under the Australian Consumer Law. This policy is in addition to, and does not replace, those rights.

7. How to Request a Refund

Email [email protected] from the address on your account with the following information:

  • Your Herpify username.
  • The charge date and amount.
  • Reason for the refund request.

We aim to respond to refund requests within 5 business days. Approved refunds are processed via Stripe back to the original payment method and typically arrive within 5–10 business days.

8. Contact Us

For refund or billing questions, email [email protected]. For marketplace transaction disputes, email [email protected].