Refund Policy

Cancellation & Rescheduling Policy

We understand that life does not always go to plan and that occasionally appointments need to be changed or cancelled. Our aim is to be as fair and flexible as possible while also protecting the time that has been reserved specifically for you and your dog.

When an appointment is booked with us, that time is set aside for you and may prevent us from offering the appointment to another client. We therefore ask that you give us as much notice as possible if your plans change.

Appointment Confirmation

An appointment is not confirmed until you have received a confirmation email from The Canine Behaviour Practice.

Please check the date, time, location and appointment details within your confirmation and contact us promptly if anything is incorrect.

Moving or Rescheduling an Appointment

If you need to move an individual appointment, you can do so free of charge provided you give us at least seven days' notice before the scheduled appointment.

Requests to move an appointment with less than seven days' notice will be considered on an individual basis and will depend on the circumstances and our ability to refill the appointment.

Where possible, we will always try to be reasonable and help you find an alternative appointment.

Cancellations With Less Than 24 Hours' Notice

If an appointment is cancelled with less than 24 hours' notice, the full fee for the appointment remains payable.

This applies to behaviour consultations, follow-up appointments, training sessions and home visits.

Failure to Attend

If you do not attend a booked appointment and have not contacted us beforehand, the appointment will be charged in full.

If we arrive for a pre-arranged home visit and nobody is available to allow the appointment to take place, the full appointment fee will remain payable.

This also applies where we are unable to carry out the appointment because we have not been informed of a change of address, access arrangements or other information necessary for the visit.

Late Arrival

If you arrive late for an appointment, we will do our best to make use of the remaining appointment time. However, appointments will normally still finish at the scheduled time to avoid affecting subsequent clients.

The full appointment fee remains payable.

If you are going to be late, please contact us as soon as possible.

Training Courses

Payment for a training course secures your place on that course.

Once your place has been booked and paid for, course fees are non-refundable.

This is because our classes have limited spaces and your booking prevents that space from being offered to another client.

If you are unable to attend an individual week of your course, we cannot normally refund or credit the missed class.

In genuine extenuating circumstances, and where it is practical for us to do so, The Canine Behaviour Practice may at its discretion offer to transfer you to another suitable course.

Any transfer will depend on course availability, suitability and the circumstances involved and cannot be guaranteed.

Extenuating Circumstances

We appreciate that genuine emergencies and unexpected situations happen.

Where there are exceptional circumstances, please contact us as soon as possible. We will always consider individual circumstances fairly and reasonably.

Any decision to waive a cancellation fee, move an appointment, transfer a course booking or offer an alternative arrangement is at the discretion of The Canine Behaviour Practice.

Appointments Cancelled by The Canine Behaviour Practice

Very occasionally, we may need to rearrange or cancel an appointment because of illness, severe weather, an emergency or circumstances outside our control.

If we need to cancel an appointment, any payment made for that appointment will be transferred to the rearranged appointment or refunded if an appropriate alternative cannot be arranged.

For courses, where an individual class has to be cancelled by us, we will endeavour to provide a replacement session or another appropriate arrangement.

Weather and Travel

For home visits and outdoor training appointments, severe weather or unsafe travelling conditions may occasionally mean that an appointment needs to be rearranged.

We will make this decision with the safety of clients, dogs and our team in mind and will contact you as soon as reasonably possible.

Our Approach

The purpose of this policy is not to penalise our clients.

We know that life gets in the way sometimes, and wherever we reasonably can, we will try to be flexible.

At the same time, our team members reserve specific time for every client and often travel to appointments or prepare in advance. Short-notice cancellations and missed appointments are difficult to refill and have a significant impact on a small business.

We therefore ask for as much notice as possible whenever you need to make a change.

By booking an appointment, consultation, training session or course with The Canine Behaviour Practice, you are agreeing to this cancellation and rescheduling policy.