We’re truly sorry to hear that you’re feeling this way, and we’d like to respond with full transparency.
First and foremost, we are not a scam. We genuinely care about helping people find their lost pets, and your case was treated with the same care and attention we give to all of our users. Like every user, you had access to view your announcement statistics at any time directly under your post. When you asked us for more details about the work done, we promptly sent you screenshots and updates to confirm the actions we had taken on your behalf.
Your listing received over 650 views in the area where your cat went missing. The Facebook group you mentioned is just one of the outreach channels we use, and it was selected based on the location you specified in your announcement. We never posted anything false about your listing.
It’s also important to clarify that the 120€ you paid was not for a single post in a Facebook group. The package included several premium services: notifications to local volunteers, alerts about similar found pets, and targeted Facebook advertising in the area of the loss. A full description of these services is available both on the website and at the time of purchase. Nowhere do we state that this amount is paid simply for a group post — we offer much more than that.
Regarding the status of your post: when a user manually unpublishes a listing and selects “Other” as the reason, the system automatically marks it as “Found.” This doesn’t mean we are claiming your cat was found — it’s simply how the platform technically processes closed listings.
We also want to clarify that we issued a full refund, even though the services you paid for were already carried out. Advertising campaigns had already been launched, and your listing had already received visibility. Nevertheless, we chose to refund you entirely to ensure you didn’t feel taken advantage of.
As for your review: we do moderate the most critical comments, not to hide feedback, but to protect other users who are in a vulnerable emotional state. Our goal is to maintain a supportive space for those searching for their lost animals. However, we do read every comment internally and take suggestions seriously in order to keep improving the platform.
We’re genuinely sorry that your experience didn’t meet your expectations.
Kind regards,
Pet911 Support team