CANCELLATION POLICIES

Refunds for cancelled services are issued as customer credits, which can be applied to future purchases. The credit amount issued depends on how much notice you provide.

Drop-In Services

Dog Unavailable or No Property Access

No credit is provided if the Client’s dog is unavailable for the scheduled service or if we cannot access the property at the scheduled pick-up time.

Monthly Pass Services

General Policy

Monthly passes are non-refundable and non-transferable, unless otherwise approved by the Service Provider. We understand that plans change, so we offer cancellation credits to provide some flexibility.

Cancellation Credits

• Clients earn 1 cancellation credit for every 10 completed walks purchased through a monthly pass.
• A cancellation credit may be redeemed when cancelling a scheduled walk.
• The credit amount issued depends on how much notice you provide:
  • With 2 or more business days’ notice: The Client receives a cancellation credit equal to 100% of the value of the cancelled walk.
  • Less than 2 business days’ notice: The Client receives a cancellation credit equal to 50% of the value of the cancelled walk.
  • Less than 1 business day’s notice: No cancellation credit is issued.
• The value of a cancellation credit is based on the per-walk price included in the Client’s monthly pass and is applied as a credit toward a future purchase.
• Cancellation credits can be saved and accumulated and do not need to be redeemed immediately.
• Clients may cancel multiple scheduled walks consecutively using accumulated cancellation credits, provided they have enough available credits to cover the cancellations.
• Clients may earn a maximum of 10 credits per calendar year.
• Unused credits expire at the end of each calendar year and do not carry over to the following year.

Example

If a Client purchases their first monthly pass that includes 16 walks at $40 per walk, the Client must complete 10 of those walks before earning their first cancellation credit. The Client can then cancel one walk (i.e., the 11th walk) with 2+ business days’ notice and receive a $40 account credit. The next cancellation credit is earned after another 10 completed walks.

Service Provider Cancellations

The Service Provider reserves the right to cancel, modify, or reschedule services due to inclement weather or other unforeseen circumstances. Clients will be notified as soon as possible and may be offered the option to reschedule or modify services where feasible.