Our Policies

To keep classes running smoothly, please be aware of our classroom policies listed below. If you have any further questions, please don’t hesitate to reach out through our contact form, found here.

Advanced Dogs wishing to skip Key Skills

• Dogs who are proficient in our Key Skills may unlock access to Training Club without taking the Key Skills course. If you and your dog have trained elsewhere (including home-schooling!) we don’t want to make you repeat content you already know. We want you to get straight into the classes that best meet your training goals!

• All new students must apply online and attend our orientation. This step cannot be skipped!

• To skip Key Skills, you must earn your “Key Skills” Badge to demonstrate your dog meets the pre-requisites for advanced work. This can be done by either:

  • Attending a single Key Skills module so that we may assess your dog in-person. This option requires purchase of a single Key Skills module.

  • Online Assessment. Take footage of your dog completing the Key Skills Badge criteria, found here. Upload these videos to YouTube. This option requires the purchase of a single Online Assessment and is the most budget-friendly option.

Dogs unsuitable for group class

• Disruptive Dogs with excessive barking and/or destructive tendencies will be asked to address these issues through private training before returning to the classroom. We love all dogs, including our chaotically inclined friends, and we want to help! This is best done through 1 or 2 private sessions so that we can get to the bottom of these behaviours and provide you and your dog with some management and coping skills. We can use any outstanding credit towards the cost of private training sessions as per our exchange policy.

• Anxious Dogs don’t always enjoy group class. If your dog seems too afraid to enjoy themselves, we will recommend switching to private sessions so that we can find the right learning environment to boost your dogs confidence and facilitate their enjoyment of our program. We can use any outstanding credit towards the cost of private training sessions as per our exchange policy.

• Aggressive Dogs who pose a risk to themselves or others will be required to attend a behaviour consultation and be asked to leave the class. Aggression in dogs is a sign of something larger going on, and we want to help you get to the bottom of it! Treatment for aggression is essential to keep your dog safe, as well as the general public. We’d love to welcome your dog back into group classes when your dog is no longer a risk for aggression. We can use any outstanding credit towards the cost of your behaviour consultation as per our exchange policy. Help us to help you by being honest about your dog’s past behaviours at the time of enrollment and remember—we know what it’s like, and we’re here to help you.

Bitches in Heat

• Bitches in heat are allowed in our group classes, with restrictions. If your dog is in heat:

  • Please advise your instructor ahead of your class.

  • Dogs in heat are advised to reschedule if possible.

  • Dogs in heat should be wiped down prior to class, and should wear a diaper.

  • We will place dogs in heat away from males and use barriers where necessary.

  • Dogs in heat must remain on a leash at all times.

Sick/Injured Dogs

• If your dog is sick or injured, they should not come to class.

• Sick dogs who may be contagious pose an infection risk to other students and will not be allowed to attend. Even if your dog is not contagious, they may not be in the right frame of mind to enjoy class. Please keep your pup at home to recover!

• We will return your class credit so that you may reschedule, even if your dog falls unwell or becomes injured within the 24-cancellation window. It’s the right thing to do, and we won’t penalise you for it.

• Get the all-clear from your veterinarian before returning to classes.

Credit Expiry

• All classroom credits are valid for 6 months after purchase.

  • If your puppy ages out of our Puppy Program, any remaining credits will be applied towards Key Skills.

• Private Lesson Credits are valid for 3 months after purchase.

• Behaviour Modification Plans are valid for up to 6 months.

Exchanges & Refunds

• 24-hour classroom cancellation policy. With the sole exception of sick/injured dogs (see above), all classroom cancellations must be made with 24+ hours notice. Cancellations are made through the booking calendar, and will result in an automatic return of your class credit so that you may reschedule. If you have an emergency and cannot come to your class, please let us know as we plan our classes in advance based on which dogs are in attendance.

• 48-hour private lesson cancellation policy. With the sole exception of sick/injured dogs (see above), all private lesson cancellations must be made with 48+ hours notice. Cancellations are made through the booking calendar, and will result in an automatic return of your class credit so that you may reschedule. Within 48 hours, a cancellation fee of 50% will apply. If you have an emergency and cannot come to your private lesson, please let us know so that we can plan accordingly.

• Exchanges are always welcome. We wish to support you as best we can so if you’d like to use classroom credit towards private lessons (or vis versa). Any classroom credit can be exchanged for any other at a 1 for 1 ratio, so long as your dog is eligible for that class. One class credit can be exchanged for 2 puppy social credits. You may choose to gift your credit(s) to another person, so long as their dog is eligible for that class and attended orientation). Please email us to request an exchange of any kind.

• Refunds are issued on a case by case basis, for the following circumstances:

  • You or your dog are no longer able to attend classes for reasons outside your control.

  • We are unable to provide you with the service you expected, and there is no suitable exchange to be made to meet these expectations.

  • Where refunds are granted, please note that a non-refundable processing fee as set by our payment software will apply.