cancellation, reschedule & refunds policy

Effective Date: 6 December, 2024

1. Introduction

To secure your appointment, a non-refundable deposit of 50% is required at the time of booking. You’ll receive a confirmation email with the details of your appointment, including information about the dog, time, location, and price. An invoice with payment instructions will also be provided.

The following cancellation policy applies whether you book online or with assistance from our staff over the phone or via email. By confirming your booking, you agree to this policy.

2. No Shows

If you fail to attend the agreed booking time and place, the full fee of the agreed appointment is chargeable, and no refund is available to you.

3. Rescheduling your session

If you need to reschedule your booking, we can offer a one-time change, whether it’s for an initial consultation or a follow-up session.

If you reschedule more than 7 days before your appointment date, there is no fee.
If you reschedule within 7 days of your appointment date, a $90 rescheduling fee will apply.

4. Cancellations

If you need to cancel an appointment more than 7 days before your appointment date, this can be done but the full deposit will be withheld as required at the time of booking to secure your appointment.

If you need to cancel within 7 days of the booking, the full fee of your agreed appointment is still payable, and no refund will be available to you.

Refunds will be processed in accordance with Australian Consumer Law (ACL) provisions regarding consumer rights.

5. Process of Cancelling a session

All cancellations and reschedules need to be completed via email. Please contact info@beyonddogs.au to commence this process.

We have so many people turned away due to our waiting list, this cancellation policy is aimed to make sure those that book lessons, get full benefit from them and time slots don’t go unfilled.

We don’t want unfilled time slots, paid or unpaid, we want to work with you and your dog so that you get the relationship working as best it can be!

If you have any concerns about this contract, including fees or payment deadlines, please let us know. We’ll work with you to find a solution that meets your needs.

We want to provide you the best service available.

6. Business Cancellations

In the rare event the Company needs to cancel or reschedule, we will notify you promptly and offer either a full refund or the option to reschedule.

7.Extreme weather

Due to the nature of our work, occasionally we will need to postpone and reschedule due to extreme weather events.

1. Reschedule due to Heat

The Company reserves the right to reschedule any session when the ambient daily maximum temperature is predicted to, or is recorded as, exceeding 35 degrees Celsius. This clause is for the safety and wellbeing of your dog and any helper dogs being used during the session. Decisions will be made within 3 days of your booking.

2. Reschedule due to Rain/Thunder/Lightning

The company reserves the right to reschedule any session when the Thunder and/or Lightning is predicted, or has been recorded, in the vicinity of any scheduled training session. This clause is for the safety and wellbeing of your dog and any helper dogs being used during the session.

If for any reason that you, the client, wish to cancel or reschedule due to extreme weather, the above two statements must first be considered. Requests made to reschedule due to extreme weather will be considered with the dogs’ safety and wellbeing in mind.

The Company reserves the right to refuse any requests for reschedule due to extreme weather and you may be liable for the full fee, and no refund will be available to you.

If you make a request to reschedule your original session, our normal rescheduling or cancellation terms will apply as outlined in this document.

All weather related reschedules need to be completed via email. Please contact info@beyonddogs.au to commence this process.

8. EXTENUATING CIRCUMSTANCES

In the event that we need to reschedule a training session due to extenuating circumstances related to our services, we will make every effort to notify you promptly and accommodate a new time. Our goal is to ensure the highest quality service possible for you and your dog, and we appreciate your understanding and flexibility. We will work with you to find an alternative time that fits your schedule. By agreeing to our terms and conditions, you acknowledge that rescheduling may be necessary due to unforeseen circumstances, and your cooperation is appreciated.

9. Cancellations Due to COVID19

Rescheduling an appointment is only offered if you have received a positive PCR test. Please email this through to us at info@beyonddogs.au and our Administrator will assist you.

With rescheduling your appointment to the next available time slot, we do not offer any refunds due to COVID Positive results for yourself or close contacts.

If you are unable to reschedule your original session, our normal rescheduling or cancellation terms will apply as outlined in this document.

Your lesson can also go ahead as scheduled via zoom or skype so you do not miss out.