What Stripe authorizes
Stripe places a temporary US$7 authorization on your card to confirm the reservation. Zurtex does not capture the funds. There is no subscription or automatic renewal.
You enter payment details on Stripe’s hosted checkout page. Zurtex does not receive or store your full card number or card security code. Stripe processes transaction, device and fraud-prevention information under its own privacy policy.
After checkout, wait for us.
We receive limited reservation, contact and authorization information so we can identify your request and get in touch. A team member manually reviews your basic route details. Only if we accept the case will we send a separate secure upload link and tell you which records we need.
We never ask for certificates, veterinary records, passports or identity documents through checkout or an ordinary email reply.
We release the authorization.
Zurtex cancels the authorization without capturing it. Your bank may continue showing a pending hold until it processes the release.
Because Zurtex does not capture the funds, there is normally no charge to refund. Contact your card issuer if a released hold remains visible.
We’re sorry when we can’t help a pet owner. We’ll explain the boundary and, where practical, point you toward the relevant authority or specialist.
Something else went wrong?
If you see a completed charge rather than a pending authorization, email help@zurtex.org with your checkout email, payment reference if available, and a short explanation. We review requests fairly and respond promptly. Please don’t attach pet records or full card details.
Your cancellation rights
We honour statutory cancellation and withdrawal rights where they apply. Nothing here limits consumer rights or remedies that cannot lawfully be excluded.
Where you ask us to begin work during an applicable withdrawal period, we request your express agreement. You acknowledge that any applicable withdrawal right may end once the service is fully performed with your prior agreement. Rights and any proportionate charge for work begun depend on applicable law.
Read this policy alongside our Terms of Service. Contact our team if you want to cancel.