Complaints

Last updated: May 2026

We take all complaints seriously and aim to resolve them fairly and promptly. We acknowledge complaints and aim to respond within 5 working days.

Who should you contact first?

• A product bought from a seller, or a service booked with a provider: please raise it first with that seller or provider through your order or booking messages. They are the business you contracted with and are responsible for the item or service, including delivery, returns and refunds. If you cannot resolve it with them, tell us using the form below and we will help.
• The Fluffifi platform itself (your account, the website or app, a subscription, your data, or how we have handled something): contact us directly using the form below.
• Harmful or illegal content on Pet Social: use the in-app Report button on the post, reel, comment or message, or describe it in the form below. We review reported content under our moderation process.

If you are unhappy with our response, you can also escalate:

• Data protection matters: you can complain to the Information Commissioner's Office (ICO) at any time - you do not have to wait for our response first.
• Consumer disputes: free advice is available from Citizens Advice. If we cannot resolve a dispute, we will tell you whether an alternative dispute resolution (ADR) provider is available for your complaint.
• Payment disputes: for card payment issues you can also contact your card issuer (chargeback) or the payment provider that processed your order.