YAYA PETS

1. Reservation and Buyer Cancellation

Deposit Requirement: To reserve a pet, buyers are typically required to pay a deposit, usually 30% of the purchase price or a specified amount (e.g., RM 1,000).

Non-Refundable Deposits: If a buyer unilaterally cancels the transaction after the deposit is paid due to personal reasons (e.g., change of mind, family objections, or unsuitable environment), the deposit is generally non-refundable. This serves to compensate the seller for boarding costs and potential lost sales opportunities during the reservation period.

Seller Default: If the seller is unable to deliver the pet as agreed or if the pet’s health condition changes significantly before delivery, the buyer is entitled to a full refund of all payments made.

2. The 7-Day Payment Protection Period

Escrow Mechanism: All full payments made through the platform are securely held by Yaya Pets. The 7-day protection period begins on the day the pet is collected by or delivered to the buyer.

Fund Release: If no issues or disputes are reported to the platform within these 7 days, the funds will be automatically released to the seller on the 8th day.

Verification Window: This 7-day window is the critical period for buyers to observe the pet’s health and verify that the pet matches the description provided.

3. Health Warranty and Refund Scope

Core Coverage: Sellers on the platform provide a 1-week (7-day) health assurance. This warranty specifically covers high-risk contagious viruses, namely Canine Distemper and Parvo Virus.

Exclusions (No Full Refund):

• Minor Stress Responses: Non-life-threatening issues such as mild diarrhea, soft stool, or common colds caused by the stress of a new environment.
• Improper Handling: Health issues resulting from the buyer administering treatment or food without consulting platform experts.
• Subjective Preferences: Requests for refunds based on the pet’s personality, or physical changes during developmental stages (e.g., the “awkward stage” of coat growth).

4. Mandatory Claim Process and Evidence

To initiate a refund claim during the 7-day protection period, the buyer MUST follow these steps:

• Reporting Timeline: Any health or misrepresentation issues must be reported to Yaya Pets customer service within 7 days of receipt.
• Required Evidence:
  • Veterinary Diagnostic Report (MANDATORY): Buyers must provide an official diagnostic report from a licensed veterinarian.
  • Proof of Delivery (POD) Video: The POD video recorded by the seller at handover will be used as the baseline for the pet’s health and condition at the time of delivery.
  • Visual Proof: Supplementary photos or videos clearly showing the symptoms or discrepancies.

5. Dispute Resolution Outcomes

Based on a fair review of the POD video, the veterinary report, and communication records, the platform will determine the outcome:

• Release of Funds: If the issue is determined to be a normal stress response or if no violation is found.
• Partial Refund: By mutual agreement between the buyer and seller, often to cover specific treatment costs.
• Full Refund: If it is confirmed the pet carried a core virus prior to delivery or if there is evidence of gross misrepresentation by the seller.

6. Boarding and Late Pickup Policy

Complimentary Period: Following a purchase, the platform or partner stores typically offer up to 7 days of free boarding.

Late Fees: For pickups delayed beyond 7 days, a boarding fee of RM 20–RM 25 per day will be charged. These fees, along with necessary food costs, will be deducted from the user’s platform balance or “888 credit”.

7. Disclaimer

Yaya Pets acts as an intermediary facilitating transactions. While the platform provides a secure environment and fair dispute resolution, it does not provide an independent health guarantee; all pet information and primary health assurances are provided by the respective sellers.