Refund policy

Version 2026-10-26.1 · Last updated 26 October 2026

Best Friend is a monthly membership of £9.99 a month per dog. It is not a donation. This page explains when you get money back. It is a summary of our Best Friend membership terms, which give the full details. None of it affects your legal rights.

Within 14 days: all your money back

• You can cancel a dog's membership within 14 days of starting it, for any reason.
• We refund everything you paid for that dog's membership. We don't deduct anything for the days you used.
• Each dog has its own 14 days: from the day you joined, the day you added the dog to your payment, or the day you chose it as your next dog after an adoption.
• To cancel, e-mail hello@ourgoose.com with your account e-mail address and the dog's name, before the 14 days end. You can also use the cancellation form at the end of our membership terms.
• This still applies if you have already pressed "Stop supporting" or deleted your account: e-mail us within the 14 days.
• We refund you within 14 days of your message, to the card you paid with.

After 14 days: stop any time, no charge after that

• Choose "Stop supporting" on your Best Friends page. The dog comes off your next payment and nothing more is charged for it.
• You keep the dog's benefits until the end of the month you have already paid for.
• We don't refund the rest of that month, and there is no credit for unused days.
• Deleting your account stops all payments at once. The rest of the current month is not refunded.

When the dog is adopted

• Adoption never moves your payment to another dog and never causes a charge.
• The month you have paid for is not refunded: your membership runs to its end.
• If you choose a next dog, your membership carries over from your next payment date. If you don't, it ends at the end of the month you have paid for.

When we always refund

• A payment taken by mistake, such as a duplicate payment: refunded in full.
• A dog that can no longer take Best Friends because the rescue has left Goose or the dog's profile was removed: we refund the unused days of your current month (or you can choose another dog instead).
• If we close your account or stop offering memberships: we refund the unused days of your current month.
• If we didn't provide what we promised, we will put it right or refund you for the affected time.

Failed payments

If a payment fails, Stripe tries again over a few days and we e-mail you. You are never charged twice for the same month. If the payment can't be taken, the memberships on it end and nothing more is charged.

How refunds are paid

Refunds go back to the card you paid with. They usually show on your statement within 5 to 10 working days, depending on your bank. We e-mail you when we make one.

Please talk to us before asking your bank for a chargeback. We can usually refund you directly and faster.

Contact

hello@ourgoose.com · [Company name], [Registered office address]