1. Who charges you
When you order on petscares.net, the disclosed seller is ARDENT HOUSE LTD (company number 17544935). The amount charged matches the product(s), quantity, currency, taxes and delivery fees that you review at checkout. A card statement may display PetsCares, ARDENT HOUSE LTD or a recognised abbreviated payment descriptor. If you are unsure about an amount, please contact us with the date and sum.
2. Payment methods and currencies
We display the payment options available to your order during checkout; available card brands and digital wallets may differ by region. The checkout displays the currency in which you will actually be charged. Before confirming your purchase, the checkout shows the total amount and charged currency. Your bank may impose its own cross-border or currency conversion charges; ask the bank about those independent fees.
3. Secure transmission and card handling
Checkout payments are processed through supported secure payment integrations, which may include Stripe when enabled for the selected payment method. Card entry occurs through an encrypted HTTPS/TLS connection when checkout is operating correctly. Where a third-party processor hosts or embeds a compliant card-entry component, card details are submitted to that provider rather than being collected by us in ordinary email. We do not ask customers to disclose a full card number or security code to support staff.
Payment security relies on appropriate payment-provider integrations and safeguards. No online system can guarantee absolute security. Never share full card numbers, card verification codes or account passwords by email.
4. Payment authorisation and fraud checks
Payment may be subject to bank authentication, 3-D Secure or processor risk controls. We may ask for reasonable order verification where there is an identified risk, but will not ask for a one-time banking code, full card credentials or a password by email or telephone. If authorisation fails, no completed order should be represented as paid. Occasionally an authorisation hold may appear temporarily; the issuer controls how quickly a hold is released.
5. Order confirmation and receipts
After a completed transaction, we send an email confirming the products ordered, price, charged currency, delivery charges, relevant taxes, order number and contact route. If confirmation is missing, contact info@petscares.net and avoid placing duplicate orders before checking with us.
6. Refunds and billing questions
Refunds are issued to the original payment method unless another method is lawfully agreed. The rules and applicable deadlines appear in the Returns & Refunds Policy. If you do not recognise a charge, contact info@petscares.net with the statement date and amount; never send us complete card details. You can also contact your payment provider or card issuer through its normal dispute process.
7. One-time purchases and recurring payments
Our store offers ordinary, one-time purchases of physical goods. We do not charge a recurring subscription unless a separate service is genuinely offered and its billing frequency, consent mechanism, renewal terms and cancellation procedure are clearly displayed and accepted before payment.
8. Taxes, chargebacks and discrepancies
Import charges and sales taxes are governed by the actual checkout disclosures and Shipping & Delivery Policy. If the amount charged differs from the accepted order, please contact us promptly for investigation. An order number should identify the actual goods purchased; a payment is not a valid retail sale merely because it was assigned an arbitrary catalogue item.
9. Contact
Customer support: info@petscares.net. Last revised: 27 October 2026.