We understand that plans change and that unexpected circumstances can arise. This policy explains how cancellations, rescheduling, transfers, credits and refunds are handled for services booked with Kent Canine Behaviour. This policy should be read alongside our Terms & Conditions.Nothing within this policy affects your statutory consumer rights.
1. STANDARD 48-HOUR CANCELLATION POLICY
Unless a different cancellation period is stated when booking a particular course, workshop or event, Kent Canine Behaviour operates a 48-hour cancellation and rescheduling policy. If you need to cancel or reschedule your booking, please do so at least 48 hours before the scheduled start time. Acuity/Squarespace Scheduling is configured to restrict online cancellation or rescheduling once a booking falls within this 48-hour period. If you experience difficulty managing a booking outside the 48-hour period, please contact Kent Canine Behaviour.
2. MORE THAN 48 HOURS' NOTICE
Where more than 48 hours' notice is provided, appointments and individual group-session bookings may normally be rescheduled or transferred to another suitable available date. Where appropriate, account credit may be offered for use towards another Kent Canine Behaviour service. Any request for a monetary refund will be considered in accordance with the circumstances of the booking, this policy and your statutory rights.
3. LESS THAN 48 HOURS' NOTICE
Where a client cancels with less than 48 hours' notice, the booking will normally be treated as a late cancellation.
The booking fee will normally remain payable and the session will not normally be eligible for refund, credit or transfer because the time or place has been reserved and may not reasonably be capable of being filled at short notice.
We recognise that genuine emergencies and exceptional circumstances occur. Kent Canine Behaviour may, at its discretion, offer a transfer or credit where we consider this reasonable.This discretion does not create an entitlement to a transfer, credit or refund for future late cancellations.
4. NO-SHOWS
If you do not attend a booked session and have not cancelled beforehand, the booking will be treated as a no-show.
No-shows are not normally eligible for refund, credit or transfer.If you believe exceptional circumstances prevented you from attending or contacting us, please get in touch and we will consider the circumstances reasonably.
5. LATE ARRIVAL
Please arrive at the agreed time for your appointment, walk, class, workshop or other service.
Where you arrive late, we may not be able to extend the session beyond its original finishing time because other appointments or activities may follow.
For group walks, classes, workshops and events, late arrival may mean that the group has already departed or that joining the session would be disruptive or unsafe.
Where it is not reasonably possible for you to join because of late arrival, this will normally be treated in the same way as a missed session and will not normally qualify for a refund or credit.
Please contact us as soon as possible if you know you are going to be late.
6. GROUP WALKS & INDIVIDUALLY BOOKED GROUP SESSIONS
Neutral Walks, Social Foundations, Social Walks and other individually booked group activities are normally subject to the standard 48-hour cancellation policy.
Where more than 48 hours' notice is given, the booking may normally be transferred to another suitable available session.Where less than 48 hours' notice is given, the booking will normally be treated as a late cancellation.
Places are subject to availability and we cannot guarantee that the same location, date or type of session will be immediately available for a transfer.
7. COURSES & BLOCK BOOKINGS
Where a course or programme is sold as a complete block, your booking reserves a place for the duration of that course rather than purchasing each session independently.
Once a course has started, missed individual sessions are not normally refundable or transferable.
Where you know in advance that you cannot attend part of a course, please contact Kent Canine Behaviour.
Where practical, we may be able to provide relevant information or materials from the missed session, but this cannot be guaranteed.
Cancellation of an entire course booking before the course begins will be subject to the cancellation conditions displayed when the course is booked and any applicable statutory rights.
8. WORKSHOPS & SPECIAL EVENTS
Workshops, seminars and special events may have a cancellation period different from the standard 48-hour policy because places may be limited, venues may have been hired and other costs may have been committed in advance.
Any different cancellation period will be clearly stated when booking.Where no separate cancellation terms are provided, the standard 48-hour policy will apply.
9. 1:1 BEHAVIOUR SUPPORT & CONSULTATIONS
1:1 Behaviour Support, Comprehensive Behaviour Assessments, follow-up appointments, home visits and online consultations are normally subject to the standard 48-hour cancellation policy.
Where more than 48 hours' notice is provided, the appointment may normally be rescheduled subject to availability.
Where less than 48 hours' notice is provided, the appointment fee will normally remain payable and the booking will not normally be eligible for refund, credit or transfer.
10. DOG WALKING & WALK & TRAIN
Dog Walking, Walk & Train and other individually reserved owner-absent services are normally subject to the standard 48-hour cancellation policy.
Where more than 48 hours' notice is provided, the booking may normally be cancelled or transferred subject to availability and the terms applying to the booking.
Where less than 48 hours' notice is provided, the fee will normally remain payable because the time has been reserved specifically for your dog.
11. DOG ILLNESS OR INJURY
Please do not bring or make a dog available for a service where illness or injury means participation would be inappropriate or could present a risk to other dogs.
If your dog becomes unexpectedly ill or injured, please contact Kent Canine Behaviour as soon as possible.
Our normal cancellation policy will apply, but we may offer a transfer or account credit in genuine or exceptional circumstances where we consider this reasonable.
Where there is a suspected contagious illness, protecting other dogs will take priority over attendance.
12. BEHAVIOUR & SAFETY
Kent Canine Behaviour welcomes dogs with behavioural difficulties. A dog barking, lunging, becoming overwhelmed, displaying fear, requiring additional distance or otherwise struggling during a session does not in itself constitute a breach of our Terms & Conditions and does not automatically mean that the dog is unsuitable for our services. Where possible, we will adapt the session according to the individual dog's needs. However, where participation has to be ended because relevant behavioural or bite history was not disclosed, required safety measures are refused, reasonable safety instructions are repeatedly not followed, the handler cannot safely control the dog, or there is another serious breach of our Terms & Conditions, a refund or credit will not normally be provided for the affected session. Where a session is changed or ended because the dog unexpectedly struggles despite appropriate disclosure and reasonable cooperation from the owner, we will consider the individual circumstances and may recommend a different service or setup.
13. CHANGES DURING A SESSION
Behaviour-led and outdoor services sometimes need to be adapted according to the dogs, environment, weather, members of the public or other circumstances encountered. A route, exercise, level of interaction, distance, activity or session structure may therefore be changed where reasonably necessary for safety or welfare. Where the booked service has substantially been provided, reasonable adaptations or an early finish for genuine welfare or safety reasons will not normally result in a refund.
14. WEATHER & ENVIRONMENTAL CONDITIONS
Outdoor services operate in changing weather and environmental conditions. Rain or ordinary seasonal weather will not necessarily result in cancellation.Kent Canine Behaviour may modify a route, location, duration or activity where reasonably necessary because of heat, storms, ice, snow, flooding, high winds, unsafe ground, access restrictions or other environmental conditions. Where we determine before the service begins that conditions mean it cannot safely or reasonably proceed, the booking will be handled as a cancellation by Kent Canine Behaviour.
15. CANCELLATION BY KENT CANINE BEHAVIOUR
Occasionally Kent Canine Behaviour may need to cancel a service because of illness, unsafe weather, venue or access problems, emergencies, insufficient numbers where a minimum was specified, or other circumstances which prevent us from reasonably providing the booked service. Where Kent Canine Behaviour cancels a paid service before it takes place, you will normally be offered the choice of transferring the amount paid to another suitable available session, receiving account credit, or receiving a refund of the amount paid for the cancelled service. Where only part of a course or package is affected, we will provide an appropriate alternative, replacement session, credit or proportionate refund according to the circumstances.
16. CHANGES TO LOCATIONS, ROUTES OR INSTRUCTORS
For outdoor and group services, Kent Canine Behaviour may occasionally need to change the meeting point, route, venue or person delivering the activity. A reasonable change which does not materially alter the service booked will not normally constitute a cancellation. Where a significant change means that we are unable to provide substantially the service you booked, please contact us and we will discuss the appropriate options.
17. CREDITS & TRANSFERS
Where account credit or a transfer is offered, it must be used in accordance with any reasonable validity period or booking conditions communicated when the credit is issued.Credits have no cash value and cannot normally be transferred to another person unless Kent Canine Behaviour agrees otherwise. A transfer is subject to availability and does not guarantee a place on a particular future session.
18. PROMOTIONAL, FREE & DISCOUNTED BOOKINGS
Where a service has been booked free of charge, using a complimentary place or through a promotion which resulted in no payment being made, there is no monetary amount to refund. Where a paid booking was made using a discount, any refund due will be based on the amount actually paid rather than the standard advertised price. Where a promotional code or membership benefit has specific booking conditions, those conditions may also apply.
19. MEMBERSHIPS & SUBSCRIPTIONS
Where Kent Canine Behaviour offers a membership or subscription, the cancellation and payment conditions applicable to that membership will be displayed before purchase. Cancellation of a membership does not automatically create an entitlement to a refund for services or benefits already supplied. Any statutory rights remain unaffected.
20. ONLINE BOOKINGS & STATUTORY CANCELLATION RIGHTS
Some services booked online, by telephone or away from our business premises may be subject to statutory consumer cancellation rights. Where applicable, these rights operate separately from our standard 48-hour appointment cancellation policy. If you ask Kent Canine Behaviour to begin providing a service during an applicable statutory cancellation period, additional rules may apply to services already provided before you exercise a statutory right to cancel. Nothing within this policy is intended to restrict rights provided to you by law.
21. REFUND PROCESSING
Where a monetary refund is due, it will normally be returned using the original payment method where reasonably possible. Payment providers and banks may require additional time to process the refund after it has been issued by Kent Canine Behaviour. We are not responsible for processing delays caused solely by a bank or independent payment provider.
22. EXCEPTIONAL CIRCUMSTANCES
We recognise that genuine emergencies, bereavement and other exceptional circumstances can occur. Where our standard policy would otherwise prevent a transfer or credit, Kent Canine Behaviour may consider the individual circumstances and offer an alternative where we believe this is fair and reasonable. Any exception is considered individually and does not change the cancellation terms applying to other bookings.
23. CHANGES TO THIS POLICY
Kent Canine Behaviour may update this Cancellation & Refund Policy where reasonably necessary to reflect changes to our services, booking systems, business operations or applicable law. The policy applying to a booking will normally be the version made available when that booking was made.
