What happens if the current keeper doesn’t respond to a transfer request?

When you add a pet whose microchip is already registered to another account, we start our online Transfer of Keepership process.

Part of this process is contacting the current registered keeper to confirm they agree to the transfer.

1. We make multiple contact attempts

   • We’ll try reaching the current keeper using the contact details on their account.

   • We may attempt phone calls, emails, and written notices if required.

2. We allow 14 days for a response

   • This gives the current keeper a fair chance to respond and either approve or dispute the transfer.

3. If there’s still no reply

   • After 14 days, we’ll get in touch with you as the new keeper to discuss the next steps.

   • Depending on the circumstances, we may require additional information or proof that you are the legal keeper before completing the transfer.

Once we have confirmation - either from the current keeper or through our follow-up process — we’ll:

• Request the £10 one-off admin fee (covering lifetime membership for all your pets).

• Move the pet into your account and update their microchip record to show you as the legal keeper.

💡 Tip: If you have paperwork proving you are the legal keeper (e.g., adoption papers, breeder sale agreement), it can help speed up the process if the current keeper doesn’t reply.