TERMS AND CONDITIONS
Refund Policy:
Classes - Prior to course starting. Due to the overheads associated with running classes we require 14 working days’ notice to cancel a course before the start date. A handling fee of £25.00 will be incurred. As we have limited availability, once the course is fully booked we lose further possibility of bookings. Please make sure you give us as much notice as possible to help us keep our prices down.
Classes - Prior to course starting. If you give us less than the required 14 days’ notice no refund will be given.  However if we are able to fill your space a refund will be issued less a handling fee of £25.00.
Classes: Courses are NOT transferable. It is not possible to transfer onto another course unless you have advised us at least 14 days prior to the start of the course you have been booked on. If we are able to fill your space then we can offer a transfer to another course if we have spaces with no further cost. This will only be offered once. If we are unable to fill your space with less than 14 days’ notice, no refund or transfer will be given. 
Classes - During course. If you need to cancel the course during the course refunds will be handled on a case by case basis. If your dog becomes ill or sadly passes away refunds will be considered on an individual basis, (evidence from your vet will be required) In these sad instances we will refund the remainder of the course with no handling fee.
Classes -  we state in our terms and conditions that dogs must not show aggression to people or dogs and we offer alternative arrangements for these dogs. We also suggest that dogs who bark a lot at people or dogs might not be appropriate candidates for a class environment. If it transpires that your dog might not be appropriate for classes, and it was obvious they would not have (i.e they are already showing these behaviours outside the class), we may request that you do not attend and will not refund the course. If you knowingly book a reactive dog into class, you will have prevented someone else from booking the space and this could have an impact on the viability of running our classes.  If it becomes clear that your dog is struggling in class but that we feel it is possible/likely you could not have anticipated this, a refund for classes not attended will be offered minus handling fee of £25.00. 
Classes - Bitches in season. It is not appropriate to bring a female in season to classes. Please let us know when this happens. We suggest booking the next available course without making payment and then we will offset the missed sessions against the cost of the next course. Then you should pay the balance when we know how many sessions your dog will have missed.
Behaviour and private 121 training: Refunds are not possible as we will have commenced work on the case by the time an appointment has been agreed and we will be unable to fill the slot.
Dogs in season:  No dogs will be allowed in class during their season, no refunds for unattended classes apply
 
Complaints procedure:
Thankfully, complaints are extremely rare indeed. But, if you are unhappy with the service we offer you should follow this process:
1) Contact us via the contact details shown on our Contact Us page letting us know the nature of your complaint immediately you start to feel unhappy. 
2) We would appreciate the opportunity to improve our service and will aim to ensure that our service meets your requirements. 
3) If we are unable to meet your requirements and yet it was clearly stated in our terms and Conditions and website information that this would be the degree of service provided, no refund will be given.
4) If your complaint is valid and we did not meet our service levels as shown in our terms and conditions and website, a refund will be given for the remaining sessions that you will not be attending. 
 

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