Refund policy

How a paid alert works

When you buy an alert, we immediately publish your listing on our Facebook page and launch a paid ad campaign targeted at people within the radius you chose. These are not simple posts: they are advertisements, and the cost is paid to Meta (Facebook and Instagram) as the ad is delivered. Meta does not return that money once the ads have run. The campaign starts within minutes of your payment, because speed is what finds pets.

Paid alerts

• Once the campaign has started, the ad budget has already been spent on your behalf, so we normally cannot refund it.
• A pet coming home shortly after the campaign starts, or a change of mind, does not qualify for a refund. Tell us and we stop the campaign right away.
• By choosing to start the alert immediately at checkout, you agree that your 14-day right of withdrawal under EU consumer law ends once the service has been fully performed. If you cancel before the campaign has started, you get a full refund.

When we do refund

We refund in full or in part when the problem is on our side:

• The campaign did not launch because of a technical error.
• Meta rejected or failed to deliver the ads and we could not fix it within 48 hours.
• You were charged twice or charged a different amount than the one shown in the chat.
• We stopped the campaign early for a reason not caused by you: the unused part of the budget is refunded.

Donations

Donations are voluntary gifts to the platform, not payments for a product, so they are not refundable. Monthly donations can be stopped at any time from the link in your receipt email or by writing to us, and no further amounts will be charged. If a donation was made by mistake, write to us within 14 days and we will look at it.

How to ask for a refund

• Email contact@reunika.com within 14 days of the payment, with the link to your listing and the reason.
• We answer within 3 working days.
• Approved refunds go back to the original payment method through Stripe, usually within 5 to 10 working days depending on your bank.

Your legal rights

Nothing here limits the rights you have as a consumer under EU or national law, including the right to a remedy when a service is not provided as agreed. If we cannot agree, you can use the EU online dispute resolution platform at ec.europa.eu/consumers/odr or the consumer protection authority in your country.