Refund policy
**Effective Date:** 10/102024
At Pivot K9 Academy, we strive to offer the best possible services for your pet. If you are not entirely satisfied with our services, this Return and Refund Policy provides details on how we handle refunds and cancellations.
1. General Policy
Refunds and returns are subject to the type of service provided, as outlined below:
2. Dog Training Services
Training Program Deposits: Deposits made for any training program are non-refundable. These deposits secure your spot in the training schedule and cover initial administrative costs.
Training Cancellation and Refunds:
Cancellations Made in Advance: If you cancel the training at least 48 hours before the scheduled start date, you may be eligible for a refund, minus the deposit.
Cancellations: Cancellations must be made within 48 of the scheduled start date or payment is non-refundable.
Refunds for Partially Completed Programs: No refunds will be provided for partially completed training programs, except in special circumstances where a written request is reviewed on a case-by-case basis.
Missed Sessions: If you are unable to attend a scheduled session, we may reschedule provided you give 24 notice. Missed sessions without prior notice will not be refunded.
3. Dog Boarding Services
Boarding Deposits: Any deposit made to secure a reservation for boarding is non-refundable.
Boarding Cancellations and Refunds:
Cancellations with Notice: If you cancel your boarding reservation at least 48 before the scheduled drop-off, you will receive a full refund, minus the non-refundable 50% policy.
Early Pick-Up: If you pick up your dog earlier than the scheduled date, no refunds will be issued for the unused days.
4. Emergency or Unforeseen Circumstances
In cases of medical emergencies, unforeseen travel cancellations, or other extenuating circumstances, we will review refund requests on a case-by-case basis. You must provide documentation (e.g., a medical certificate) to support your claim.
5. Non-Refundable Situations
Services already rendered, such as completed training sessions or boarding days, are non-refundable.
Failure to disclose behavioral issues or health problems may result in immediate termination of services without a refund.
6. Refund Process
Processing Time: Approved refunds will be processed within 7-10 business days using the original payment method.
Refund Requests: To request a refund, please contact us at train@pivotk9.com with your name, service details, and reason for the request.
7. Modifications to Policy
We reserve the right to modify this Return and Refund Policy at any time. Changes will be posted on our website and will apply to future bookings and services.
If you have any questions about this policy or need assistance, please contact us at train@pivotk9.com.