Time To Pet is committed to the Code of Conduct for the Credit and Debit Card Industry in Canada. We have established a process for handling Code of Conduct compliance concerns and will manage any complaint pertaining to the Code of Conduct efficiently, professionally and respectfully. If you believe that Time To Pet is not complying with a particular element of the Code of Conduct, please follow the process below to submit your complaint to us.

Step 1: File a Formal Complaint

A formal complaint can be filed by contacting us via our Contact Form. Please provide as much initial documentation and details about the complaint as possible. It is likely after reviewing the initial submission that we may request additional information and/or documentation.

Step 2: Resolving Your Complaint

Once we receive your formal complaint, we will:

• Acknowledge receipt of your complaint within five (5) business days
• Provide our final decision in writing within ninety (90) days of receiving your complaint, along with:
  • A summary of the complaint
  • The final result of the investigation
  • Explanation of the final decision
  • Information on how to further escalate your complaint in the event of an unsatisfactory outcome

If we cannot provide a response to you within 90 days you will be informed of the delay, reason for the delay, and the expected response time.

Additional Details

Please note that the information being submitted may be shared with your Payment Card Network, acquirer, processor or financial institution in order to assist us in answering your concerns.

Payment card networks must be informed in writing of the aggregate number of any Code-related complaints received by acquirers, the nature of the merchant complaints, and the outcomes on a semi-annual basis. The payment card networks will also share the above information with the Financial Consumer Agency of Canada, as well as aggregate information on complaints resolved by the payment card networks.