Payment policy

Paying for a Ventra order should be simple, transparent and secure. This policy explains which payment methods we accept, exactly what you will be charged, when you are charged, and how your payment information is protected.

Ventra is a United States registered business. We sell and ship to customers in the United States, the Netherlands and Poland.

Accepted payment methods

You can pay for your order using:

  • Visa
  • Mastercard
  • American Express
  • Other major credit and debit card networks supported in your country
  • Apple Pay
  • Google Pay
  • Klarna, where pay-later options are available in your country
  • BLIK and Przelewy24 — for customers in Poland

The methods available to you depend on your delivery country, your device and your bank. The full list of methods you can actually use is always shown to you at checkout before you pay.

Currency

Prices are displayed and charged in the currency of your delivery country:

  • United States — US dollars (USD, $)
  • Netherlands — euros (EUR, €)
  • Poland — Polish złoty (PLN, zł)

You are charged in the currency shown to you at checkout. You are never asked to pay in a currency other than the one you saw when you confirmed your order.

Taxes and import charges

For customers in the Netherlands and Poland, the price you see on the product page already includes VAT. Nothing further is added for tax at checkout.

For customers in the United States, sales tax is calculated and added at checkout where we are required to collect it, and is shown as a separate line before you confirm.

Any applicable duties or import charges are calculated and collected at checkout. The total shown at checkout is the final amount you pay. You will not receive a further bill from the carrier, from customs, or from us when your parcel is delivered.

If you are ever asked to pay an additional charge on delivery, contact us at help@ventra.pet with your order number and a copy of the charge. We will resolve it and reimburse you.

Shipping charges

Shipping is a flat fee of $7.90 per order, and is free on orders of $35 or more.

In the Netherlands and Poland this fee is charged in your local currency — approximately €6.90 in the Netherlands and approximately 29 zł in Poland, with free shipping from roughly €31 and 130 zł respectively. Because these amounts are converted from US dollars, the exact figure can vary slightly from day to day. The precise shipping cost in your own currency is always shown at checkout before you pay.

No hidden charges

We do not add handling fees, transaction fees, packaging charges, surcharges, service fees or platform costs of any kind. The total presented to you before you confirm your order is the full sum payable to Ventra.

Please note that your own bank or card issuer may apply its own charges for international transactions or currency conversion. Those charges are set by your provider, not by us, and we have no visibility of or control over them. If you are unsure, check with your bank before ordering.

How your payment is processed and protected

All payments on ventra.pet are processed by Stripe, one of the world's largest payment processors.

Ventra does not store, access or retain your full payment card details at any point. Your card information is transmitted directly to our payment processor and handled under their own security protocols. All communication with our site is protected with industry-standard SSL/TLS encryption.

Our payment processing is certified to PCI DSS Level 1, the highest level of certification available in the payments industry.

Payment authorisation and when your contract begins

Your payment is authorised at the moment you place your order. Placing an order is an offer to purchase; a contract of sale is formed only when we confirm that your order has been dispatched.

If we are unable to fulfil your order — for example because of stock unavailability or a pricing error — we will cancel it and refund you in full, and you will not be charged.

By submitting an order you confirm that the payment details you provide are yours, and that you are authorised to use them. We may carry out routine verification checks on orders to protect both you and us against fraudulent transactions.

Declined payments

If a payment is declined, your order cannot be processed. Check the details you entered, or try a different payment method. If the problem continues, contact your bank or payment provider directly — they can see the reason for the decline and we cannot. You are never charged for a transaction that fails.

You may occasionally see a temporary authorisation hold on your account for a declined or cancelled order. This is not a charge, and your bank releases it automatically, usually within a few business days.

Refunds

Refunds are always issued to the original payment method used at checkout. We cannot refund to a different card, account or person.

Approved refunds are processed within 7 business days of our receiving and inspecting your return. A refund includes the price of the item and any tax charged on it. Once we have issued the refund, your bank or card provider may take a further 3–10 business days to show the credit on your statement.

For full details of how returns and our 90-day money-back guarantee work, see our Refund policy.

Questions about a payment

We are glad to help with any question about payments, charges or refunds.

  • Email: help@ventra.pet
  • Response time: within 1–2 business days
  • We answer email: Monday to Friday, excluding public holidays

Please include your order number so that we can help you faster.