Block Bookings and Cancellation Policy

To accommodate busy lifestyles, varying weather conditions, and other eventualities, the Trainer provides flexible scheduling options. Managing this flexibility requires careful advance planning. During peak periods, the Trainer's calendar often reaches full capacity, meaning new bookings must be declined. When the Owner reserves time, the Trainer holds that specific slot exclusively for the Owner and organises the entire mobile route around confirmed appointments. This commitment means the Trainer frequently declines other potential clients who request the same hours.

The Trainer completely understands that life happens—schedules change, emergencies arise, and both people and dogs can become unwell. To ensure the Trainer can continue offering this personalised, flexible service to all clients, please review the core policies and block booking terms outlined below:

Validity Window and Expiry (4-Month Limit): All 6-hour advance blocks must be fully completed within 4 months of the initial purchase date. Behaviour modification and Walk and Train hours are most effective when taken regularly; gaps in training can significantly slow down the dog's progress. Any hours remaining unused after the 4-month window will automatically expire and cannot be refunded, discounted, or carried over.

48-Hour Cancellation and Rescheduling Rule: The Trainer operates a strict 48-hour cancellation policy for all scheduled appointments, including single hours and block bookings. If the Owner needs to cancel or reschedule an hour, they must provide at least 48 hours' notice via WhatsApp or email. Cancellations made with less than 48 hours' notice will result in that session being forfeited. The same applies to missed appointments if the Trainer arrives at the agreed location and the Owner is unavailable.

Rescheduling and Package Tier Restrictions: Sessions cancelled with more than 48 hours' notice must be rescheduled and taken within 3 months of the original session date, or the hours will be forfeited. Sessions booked under a Weekday Package can only be rescheduled into Monday to Friday daytime slots. If the Owner wishes to reschedule a Weekday Package session into a premium weekend or evening slot, they must pay the £10 per hour rate difference prior to the session.

Late Arrivals: If the Owner is late, the session will default to ending at the originally scheduled time. Whether the lost time can be made up is entirely at the Trainer's discretion and depends strictly on travel schedules and subsequent bookings for that day.

Adverse Weather and Trainer Emergencies: As a fully mobile behaviourist, the Trainer is well-equipped for classic British weather. Hours will go ahead as normal in standard wind and rain. If the weather becomes genuinely unsafe for outdoor training—such as dangerous summer heatwaves, torrential thunderstorms, or sheet ice—the Trainer will contact the Owner as early as possible. In these rare cases, the hour will either be adapted to take place safely indoors at the Owner's home, or rescheduled for a later date without any penalty to the block. (For clients meeting at Brockwell Park, severe weather hours will be rescheduled or moved online).

Trainer Illness: In the rare event that the Trainer must cancel due to sudden illness or an emergency, the Owner will be notified immediately. The session will be rescheduled at the Owner's convenience with no loss to the block.

Payments, Refunds and Bank Holidays: All advance blocks must be paid for in full via bank transfer at least 24 hours before the first scheduled hour commences. Once a single hour is booked or a block package has begun, payments are non-refundable and non-transferable to other dog owners. The Trainer remains open and fully operational on UK Bank Holidays. If a regular slot falls on a Bank Holiday, the session will go ahead as normal unless the Owner requests a change, which remains subject to the standard 48-hour cancellation policy.