Cancellation and Rescheduling Policy

At Partners In Paw, I understand that unexpected events can arise and occasionally appointments need to be changed. This policy helps ensure appointments are managed fairly and that appointment times remain available for all clients.

Booking Confirmation

Appointments are confirmed once a booking has been accepted and, where applicable, any required payment or deposit has been received.

Rescheduling Your Appointment

If you need to change your appointment, please provide at least 48 hours’ notice. I will do my best to offer an alternative appointment at a mutually convenient time.

Cancellations

• More than 48 hours’ notice: Your session can be rescheduled
• Less than 48 hours’ notice: The full session fee may be charged, as it is unlikely the appointment can be offered to another client at short notice.
• Failure to attend (“no-show”): If you do not attend your scheduled appointment or are unavailable at the agreed time without prior notice, the full session fee will be payable.

Remote (Online) Sessions

For online consultations:

• Please ensure you have a stable internet connection and access to the agreed video platform before your appointment.
• If technical difficulties arise on your side that prevent the session from taking place, the appointment will normally be treated as a late cancellation unless we can continue by another agreed method.
• If technical issues occur on my side, the session will be rearranged at no additional cost.

In-Person Sessions

For home visits or other in-person appointments:

• Please ensure that someone over the age of 18 is present for the duration of the session.
• If I arrive and cannot safely or reasonably conduct the session due to circumstances outside my control (for example, no one is present, the environment is unsafe, or the dog cannot be handled safely), the appointment may be considered a late cancellation and the full fee may still apply.
• If severe weather, travel disruption, illness, or other exceptional circumstances prevent me from attending, I will contact you as soon as possible to rearrange your appointment at no additional charge.

Illness

If you, a member of your household, or your dog has a contagious illness, please contact me as soon as possible. Wherever appropriate, we may be able to rearrange your appointment or convert an in-person session into an online consultation.

Package Sessions

Where training or behaviour packages are purchased:

• Individual sessions within a package are subject to this cancellation policy.
• Missed or late-cancelled sessions may be deducted from your package allocation.
• Packages should be used within any validity period stated at the time of purchase.

Refunds

Refunds are considered on a case-by-case basis and are not guaranteed where appointments are cancelled without sufficient notice.

Any statutory rights you have under applicable consumer protection laws remain unaffected.

Exceptional Circumstances

I understand that genuine emergencies can occur. In exceptional circumstances, cancellation charges may be waived at my discretion.

Thank you for your understanding and cooperation. This policy helps ensure I can continue providing a reliable, high-quality service to all clients.