Dispute Resolution Policy

Users must first attempt resolution through ANIMEX's support and dispute process. A Dispute must be submitted through the designated Platform channel within the applicable Review Window, or as soon as reasonably practicable after discovery where the issue was not discoverable within the applicable Review Window. ANIMEX may request messages, photographs, videos, veterinary reports, payment records, identity and ownership documents, permits, microchip records, and handover proof.

Possible outcomes include: release of funds to Seller; full or partial refund to Buyer; transaction cancellation; account suspension or ban; Animal return to Seller or safe surrender to a welfare organisation; referral to SPCA, welfare authorities, or law enforcement; or closure for insufficient evidence. ANIMEX may reject Disputes that are fraudulent, abusive, retaliatory, or raised in bad faith.

ANIMEX's decision is an internal marketplace determination and does not prevent Users from approaching a court, the National Consumer Commission, the Consumer Goods and Services Ombud, the Information Regulator, or any other competent authority.