Cancellation Policy & Terms & Conditions
1-1 Sessions, Walk and Train, and Block Booking Session Policy
The Trainer offers flexible scheduling to accommodate busy routines, though advance planning is essential as slots fill up and routes are organised exclusively for confirmed bookings.
1-1 Sessions
72-Hour Cancellation and Rescheduling Rule: Cancellations or changes to any scheduled 1-1 session require at least 72 hours' notice via WhatsApp or email. Shorter notice results in the session being forfeited.
Late Arrivals: Sessions delayed by the Owner will default to ending at the originally scheduled time. Making up lost time remains entirely at the Trainer's discretion, depending strictly on travel schedules and subsequent bookings for that day.
Rescheduling Windows: Valid cancellations made with more than 72 hours' notice must be rescheduled and taken within 3 months of the original session date, or the hours will be forfeited.
Package Tier Restrictions: Sessions booked under a Weekday Package can only be rescheduled into Monday to Friday daytime slots. Rescheduling a Weekday Package session into a premium weekend or evening slot requires paying the £10 per hour rate difference prior to the session.
Adverse Weather: Hours proceed as normal in standard wind and rain. If 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 without penalty. (For clients meeting at Brockwell Park, severe weather hours will be rescheduled or moved online).
Walk & Train Service
72-Hour Cancellation Rule: A strict 72-hour cancellation policy applies to all Walk & Train collections. Notice must be provided via WhatsApp (Preferred) or email at least 72 hours in advance, or the session is forfeited.
Handover & Owner Presence: Owners must be present for the initial Walk & Train sessions to build a safe, reliable handover routine so the dog is completely comfortable.
Key Holding & Access: Once a routine is established, alternative arrangements—such as key holding, the use of a secure key lockbox, or other pre-arranged access methods—can be discussed so collections can occur while the Owner is away.
Unavailability: If the Owner, dog, or pre-arranged access method is unavailable during the agreed collection window, the session will be immediately forfeited.
Weather Conditions: Walk & Train sessions proceed in standard wind and rain. In rare instances of extreme, unsafe weather conditions, the Trainer will contact the Owner as soon as possible to rearrange the session without penalty to the block.
Block Bookings & General Terms
Validity Window and Expiry (3-Month Limit): All 5-hour advance blocks must be fully completed within 3 months of the initial purchase date. Behaviour modification and Walk & 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 3-month window will automatically expire and cannot be refunded, discounted, or carried over.
Payments and Refunds: 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.
Trainer Illness: In the rare event that the Trainer must cancel due to sudden illness or an emergency, the Trainer will contact the Owner as soon as possible. The session will be rescheduled at the Owner's convenience with no loss to the block or package.
Bank Holidays: 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 72-hour cancellation policy.