This covers our assessment, public-access and task training sessions, and the coaching we give you so the skills hold up in real life.
If you accepted a proposal from us, that proposal and this document sit together: the proposal says what you booked, and the terms below explain how we run sessions, bookings, and payment day to day.
What you booked
A service dog training session is a focused, hands-on lesson with you and your dog, usually 60 to 90 minutes, run either in our training space or in real public settings like trams, lifts, shops, stairwells, and waiting rooms. Your proposal or booking message confirms how many sessions you have and where they will happen, and you will bring your dog’s usual working gear, rewards, and anything you need for safe handling in public (including tickets or fares where required).
Payment
Service dog training runs on recurring billing. We invoice your membership or term at the start of each billing period, before the sessions in that period take place. We do not take any extra deposit beyond that.
Each invoice is payable within 7 days of its date. We hold session times once the invoice is paid. If you want to add extra sessions outside your current period, we will confirm the price with you first and invoice them before they happen, so you always know what you are committing to.
Changes and missed sessions
If you need to move a booked session, tell us as early as you can so we can offer the time to another team. Our cancellation notice window and any late-cancellation fee are set by us and we confirm them when you book, because travel time and public-location planning can change the cost of holding a slot.
If you miss a session without notice, we treat it as a no-show. Any no-show fee is set by us and confirmed in writing at booking, because it depends on the slot length and location. If we have to cancel a session, we will offer you the next available options or credit the session back to your pack or membership.
Packs and memberships are used for service dog training sessions only. Sessions are booked against your current pack or your current billing period, and we track what has been used so you do not have to.
Any expiry period for packs, whether unused sessions carry over, and any rules about pausing a membership are set by us and confirmed in writing before you purchase. If we agree a refund at all, it is only for unused sessions, and only when it is practical for us to do so after we have accounted for sessions already delivered, travel already completed, and any reserved time we could not rebook.
Training risks
Service dog training uses real environments and real-life distractions on purpose. That includes pavements, street noise, trams, shops, tight aisles, lifts, slippery flooring, sudden sounds, other dogs, and members of the public who do not follow instructions. Even with careful planning, dogs can slip, startle, pull, bark, shut down, or redirect onto equipment, and handlers can be bumped or lose balance.
You are choosing to take part with that understanding. We will not ask you to do anything we think is unsafe for you or your dog, and we may stop or change an exercise mid-session if we see stress, fatigue, or unsafe footing. This is not a waiver for our carelessness. It is an acknowledgement that training cannot remove all risk.
Your dog’s care
You will keep your dog’s vaccinations and parasite prevention up to date and tell us before the session about anything that could affect training or handling, including bites, fight history, reactivity, guarding, heat cycles, injuries, pain, medication changes, or veterinary restrictions. If your dog is unwell or recovering, we will adjust the plan or reschedule rather than push through.
If there is an emergency in a session and we cannot reach you quickly, you give us permission to take your dog to a vet for urgent care. You cover the vet’s costs. We will always try to contact you first, and we will share what happened and what the vet advised as soon as we can.
What this is not
Service dog training is coaching and skill-building for you and your dog. It is not medical care, not therapy, and not a substitute for advice from your doctor, physiotherapist, or veterinarian.
We can teach tasks like retrieval, brace mechanics, alerts, and interruption as trained behaviours, and we can coach you on timing, cues, reinforcement, and public handling. We cannot promise public-access reliability, task accuracy, or legal access outcomes, because the dog’s suitability, health, learning history, and the environments you live in decide what holds up outside training. If you need medical or clinical guidance, you will seek the right professional alongside training.
Recurring rhythm
Your service dog training membership runs in repeating billing periods. We invoice at the start of each period, before the sessions in that period take place, and the next period renews automatically unless we or you end it.
If you want to stop at the end of a period, tell us and we will confirm the notice we require in writing. We will do the same if we need to end the recurring schedule on our side. We set the notice period because it depends on how far ahead we are scheduling public-access locations and travel time. Ending the recurring schedule stops future invoices. It does not erase invoices already issued or sessions already delivered.
Ending the work
Either of us can end this arrangement. You can do that by telling us you want to stop and agreeing the finish date with us in writing, so we can close out your bookings and avoid holding time you are not using. If you have sessions already paid for and not yet delivered, we will either deliver them before the end date or credit them back to your pack or membership, depending on what we agree is most practical.
We may stop working with you if your conduct, or anyone you bring to sessions, makes training unsafe or unworkable. That includes harassment, repeated disregard for safety instructions in public spaces, or bringing a dog we believe poses a risk to people or animals. If we stop for safety reasons, we will tell you why and what options you have for any unused, paid sessions.
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