Cancellation and Pause Policy
Last Updated: 2/14/2026
Session Cancellations (In-Person Programs)
Rescheduling with Notice:
- Clients must provide at least 24 hours notice to reschedule a session
- Rescheduled sessions must be completed within the program timeline (4, 6, or 12 months)
- Sessions can be rescheduled up to 2 times; third reschedule may be charged as a used session
Late Cancellations:
- Cancellations with less than 24 hours notice will be charged as a used session
- No refund or credit will be issued
No-Shows:
- If client is not home or available at scheduled time without prior notice, the session will be charged as used
- No refund or credit will be issued
Trainer-Initiated Cancellations:
- If trainer needs to cancel due to illness, weather, or emergency, trainer will reschedule at no charge
- Rescheduled session will not count against client's session total
Missed Group Calls (Online Programs)
Weekly Group Coaching Calls:
- Calls occur at the same time each week
- Replays are available for 7 days
- Clients must watch the replay to be considered "attended" for guarantee purposes
- Calls cannot be rescheduled for individual clients
Extended Absences:
- If you will miss 2+ consecutive calls, please notify trainer in advance
- Trainer may offer additional support to help you catch up
Program Pauses
When You Can Pause:
Programs may be paused for the following reasons:
- Medical emergency (client or dog)
- Family emergency
- Extended travel (2+ weeks)
- Dog in heat (if training is affected)
- Veterinary-recommended rest period for dog
How to Request a Pause:
1. Email or text trainer with reason and expected return date
2. Trainer will confirm pause in writing
3. Program timeline will be extended by the pause duration
Pause Limitations:
- Maximum pause: 30 days per program
- Only 1 pause per program (unless medical emergency)
- Must be requested at least 48 hours in advance (except true emergencies)
- Pauses do NOT stop monthly payments—see payment pause policy below
Payment Pauses (Monthly Payment Clients Only)
Pausing Monthly Payments:
- If you pause your program for 30+ days, monthly payments can also be paused
- Must be requested in writing at least 7 days before next payment date
- When you resume, payments will continue on the same monthly schedule
Example:
- You're on Month 3 of a 6-month program
- You pause for 30 days due to travel
- Your Month 4 payment is paused
- When you return, you'll complete Months 4, 5, and 6
Important:
- Short pauses (under 30 days) do NOT pause payments
- You are still enrolled in the program and payments continue
Program Cancellations
Client-Initiated Cancellation:
- If you cancel after the program has started, all fees are non-refundable (per contract)
- Monthly payment clients: no further payments required after cancellation
- Paid-in-full clients: no refund issued
Exceptions:
- Medical emergencies may be reviewed on a case-by-case basis
- Trainer retains sole discretion to issue partial refunds in exceptional circumstances
To Cancel:
1. Submit cancellation request in writing (email or text)
2. Trainer will confirm cancellation and final payment status within 48 hours
3. All training materials and community access will be revoked
Weather & Emergency Cancellations
Severe Weather:
- In-person sessions may be cancelled for severe weather (heavy rain, extreme heat, dangerous conditions)
- Trainer will notify client ASAP and reschedule
- No charge to client
Trainer Illness:
- If trainer is ill and cannot conduct session/call, trainer will reschedule at no charge
- For online programs: call may be rescheduled or a substitute trainer may lead
Dog Illness:
- If your dog is ill, please reschedule (with 24 hours notice when possible)
- No charge if proper notice is given
Questions?
This policy is designed to be fair and flexible while protecting everyone's time. If you have questions or need to request a cancellation, pause, or reschedule:
📧 Email: [email protected]
📱 Text: 951-449-9886
Response time: Within 24 hours (business days)