Refund Policy
Last updated: May 5, 2026
This policy applies only to paid post pins on Lost.ca. All other use of Lost.ca remains free of charge. By pinning a post, you accept the terms below.
1. What you are paying for
Pinning places your post (a lost-pet listing or a found-pet sighting) in a reserved slot at the top and bottom of the relevant feed and your selected city's feed for the duration you purchased (7 days or 30 days, depending on the option chosen at checkout). You pay for that placement and the visibility it provides. You are not paying for, and Lost.ca does not promise, the recovery of any pet, a specific number of views, a specific number of contacts, or any particular outcome.
2. When a refund is available
A refund of the full amount paid is available only when all of the following are true:
- The pet your post is about has been reunited: for a lost-pet listing, your pet is back in your care; for a found-pet sighting, the pet has been returned to its owner.
- You request the refund within 24 hours of the time of purchase.
- You email support@lost.ca from the email address used at checkout, including the post ID and your Stripe receipt or order number.
Requests received after the 24-hour window will not be honoured, regardless of circumstances. We may, at our sole discretion, ask for reasonable evidence that the pet has been reunited before issuing a refund.
3. What is not refundable
Refunds are not available for:
- Purchases where the pet has not yet been reunited.
- Purchases for which the 24-hour window has elapsed.
- A change of mind, no longer wanting the pin, or any reason unrelated to the pet being reunited.
- Posts removed from Lost.ca for violating our Terms of Service or our content guidelines.
- Posts the user voluntarily deletes before the pin duration ends.
- Sales taxes, payment-processor fees, or currency-conversion fees, where applicable. The price displayed at checkout is the final price you pay; we do not collect Canadian sales tax at this time.
Refunds, where granted, are full refunds only. We do not pro-rate based on time remaining and we do not issue partial refunds.
4. Processing time
When a refund is approved, we initiate the return through Stripe within two (2) business days of approval. Funds typically appear back on your card within five (5) to ten (10) business days, depending on your card issuer. Lost.ca has no control over how quickly your bank or card issuer posts the refund.
5. Province availability
Pins are not currently available to residents of Saskatchewan or Manitoba. If a purchase is completed and the billing address is found to be in one of these provinces, we will not activate the pin and will refund the purchase automatically. The pinning option may be hidden in those provinces and posts may not display pinned placement to those viewers.
6. Chargebacks and disputes
If you intend to dispute a charge, we ask that you first contact us at support@lost.ca so we can review the request directly. Initiating a chargeback through your bank or card issuer without first contacting us, or after a refund request has been declined under this policy, will be defended using our records, including but not limited to: the post pinned, the duration the pin was active, the views and shares accrued during that time, and any communication with our team.
Chargebacks filed in bad faith, or after the pin has provided the placement purchased, may result in suspension of your Lost.ca account.
7. Service is provided "as is"
Lost.ca does not guarantee that any particular outcome will follow from a pin. Pet recovery depends on factors outside our control: the accuracy and completeness of the information you post, the actions of finders and members of the community, the location and movement of the pet, and other circumstances. A pin is a placement service; it is not a recovery service.
Use of Lost.ca, including paid features, is also subject to our Terms of Service. To the maximum extent permitted by applicable Canadian law, our liability arising from a pin purchase is limited to the amount you paid for that pin.
8. Discretion to refuse a refund
Lost.ca reserves the right to refuse a refund where the criteria above are not met, where we have a reasonable basis to believe the request is fraudulent or made in bad faith, or where granting the refund would be inconsistent with this policy. Refusal decisions are final.
9. Changes to this policy
We may update this Refund Policy from time to time. The version of this policy in effect at the time of your purchase governs that purchase. We will not retroactively apply later changes to refund eligibility for past purchases in a way that disadvantages buyers.