Complaints & Dispute Resolution
Last updated: July 2026
We want every interaction on PetGuru to be a good one. If something has gone wrong, this page explains how to raise it with us, what we will do, and the independent bodies you can approach if you are not satisfied.
1. How to Raise a Complaint
Please contact us using the channel that best fits your issue:
- General complaints & disputes: support@petguru.co.za or our Contact Page.
- Orders, returns & refunds: see our Refund & Returns Policy.
- Suspected fraud or scams: fraud@petguru.co.za — see our Safety & Anti-Scam Guide.
- Animal-welfare concerns: safety@petguru.co.za.
- Unlawful or infringing content: our Notice & Take-Down Procedure.
- Data protection / privacy: our Information Officer at privacy@petguru.co.za.
Please include your account email, any order or listing reference, a clear description of the issue, and what outcome you are seeking, with any supporting evidence.
2. What We Will Do
- Acknowledge: we aim to acknowledge your complaint within 3 (three) business days.
- Investigate: we review the complaint and may request further information from you and from any other party involved.
- Respond: we aim to provide a substantive response within 10 (ten) business days of receiving all necessary information.
Please note: PetGuru is an intermediary and does not hold funds. Where a dispute concerns a transaction with a Seller, our role is to assist — by contacting the Seller, recording the complaint, and taking action against Sellers who breach our rules — rather than to pay a refund ourselves. Where PetGuru itself supplied goods or a service to you, we deal with the complaint directly.
3. Escalating Beyond PetGuru
If you are not satisfied with our response, you have the right to approach an independent body:
- Consumer matters (CPA): the National Consumer Commission (www.thencc.gov.za), a provincial Consumer Court, or the National Consumer Tribunal.
- Data protection (POPIA): the Information Regulator (South Africa) (www.inforegulator.org.za).
- Courts: you retain the right to approach a court of competent jurisdiction. We do not require you to submit a consumer dispute to compulsory arbitration.
4. Contact
Complaints team: support@petguru.co.za · petguru.co.za/contact
