0Refunds, Returns & Exchanges
Online training promise: Cost will be refunded, no questions asked, within 30 days of purchase during access to the first three training sessions only. Refund requests must be made in writing to email@example.com within 30 days of purchase, and prior to accessing the fourth training session. No refunds after 30 days or once the fourth session is accessed. No exceptions.
No refunds for training packages and board & train contracts after 72 hours or for unused portions of expired packages. All packages expire after six months. We have a 72-hour refund policy on all contracts, packages, and training agreements. Your written notice of cancellation must be submitted within 72 hours of contract signing. Payment will be refunded using the same method used for payment.
No refunds for any of our board & train packages when human-directed aggression is displayed during the program. Dogs who nip, bite or try to bite, growl, snarl, or bark at trainers or others will be removed from the program sent home immediately at the owner's expense. Unused training may be exchanged for in-person training in San Jose, when possible. No refunds. Training may not be transferred to another dog.
Phone/zoom evaluation fees are not refundable and will not be deducted from the cost of any training package. Evaluations are subject to our Cancellation Policy below.
Multiple dog discounts: A multi-dog discount may be available when purchasing multiple training packages for two or more dogs from the same household, if purchased and paid for in the same day, at the same time, with a single transaction. One package per dog. Email firstname.lastname@example.org for details.
We cannot give promises, time limits, or guarantees. Successful dog training includes learning our vocabulary and techniques, get adequate professional dog training, daily practice during and after training with us, daily consistency, multiple owners being on the same page, socialization, ongoing guidance, follow-up evaluations, the health and age of the dog and more.
We can’t “go home with you” to monitor daily training, consistency, or the dog's environment. Based on these critical factors, we’re unable to offer promises or a “Money Back Guarantee” on training packages, board & train packages, semi-private or private sessions, out & about sessions, group class, online dog training, or any combination of these. Successful dog training requires daily practice on a long-term basis to be successful.
Dog owners must notify the trainer and the office in writing (with complete documentation) within 48 hours in the unfortunate event your dog is stolen, lost, becomes ill, is injured or dies, and these situations will be handled on a case-by-case basis. Documentation may be required.
If you decide to give your dog back to a breeder, shelter, or rescue organization after purchasing a training package or completing some or all of the training, no refunds will be given and remaining training, if any, is not transferable to another dog.
If you move out of the area after you’ve purchased a training package, or before you’ve completed one, no refunds will be given, and the package or remaining training is not transferable to another dog.
No refunds for paid evaluations if you have started and/or completed the evaluation, are a no-show, arrive late, or cancel with less than a 48-hour notice. Evaluation fees will not be deducted from the cost of any training package or other purchase.
We ship starter kits and boxes by ground to addresses in the continental US only. Kits usually arrive within one to two weeks. We don't ship kits or boxes to Hawaii, Alaska, US territories, or outside of the US.
Products and bundles are shipped from multiple locations and orders may arrive in two or more separate shipments. Training boxes, apparel, training equipment, and toys all ship from multiple locations and may arrive a week or more apart, depending on your location.
Products including equipment, toys, and apparel ordered separately are shipped to all 50 states, excluding boxes. Some apparel is shipped internationally.
Damaged or defective? You must notify us of a defective or damaged item within 10 days of delivery. Email the office immediately at email@example.com and include digital photos of the damaged item and shipping box and all packing material. No returns or exchanges after 10 days.
With prior written authorization, and within 30 days of purchase date, a product can be returned and/or exchanged if it is brand new, not damaged, unused, and in original packaging and shipping box. All parts, pieces, inserts, printed materials, and product packaging must be returned in original condition. Returned products may not be altered or used. No product returns or exchanges after 30 days.
Training toys: No exchanges, returns, or exchanges on training tug toys, pillows, or balls if they have been used at all. These are not chew toys. They are for short training session use only and should never be left with the dog after training session is over.
Any returns sent to us without prior written authorization cannot be accepted. Returned items are subject to inspection by our staff or supplier.
No refunds, returns or exchanges on any digital media, DVD’s, videos, or related recordings. Defective media will be exchanged if reported within 24 hours, returned immediately, and received by Cali K9® within 10 days.
We reserve the right to deny returns or exchanges on the same products purchased and returned more than once. Returns that do not meet our Refund, Return and Exchange Policy criteria will not qualify for return or exchange and may be returned at the client’s expense or destroyed upon request.
We are not responsible for return packages that may be lost or damaged in transit. It is recommended that you choose a method of shipping with tracking and insurance. No refunds or credits on shipping and handling costs. Once an item has shipped and a tracking number has been provided, it is the responsibility of the client to track their package and contact the shipping agent for additional shipping details.
Special or custom orders, including the import of working or companion dogs: Cancellation and amount of refund will depend on the vendor, status of the order, and location of the product at the time of cancellation. Deposits, transportation to and from vendor, and other fees already paid may not be able to be refunded. In addition, a minimum 15% restocking fee will be charged.
Scheduling: Please make every effort to schedule your evaluation or training appointment for a day and time that will work for you. Once an appointment is booked, unless we hear otherwise, we expect you to be available.
Zoom Evaluation Cancellation and No-Show Policy: We do send reminder texts to working cell phone numbers prior to your appointment. Whether or not you receive a reminder, you must be available on the assigned date and time. If you’re unable to keep your appointment for any reason, we require a full 48-hour notice in writing to firstname.lastname@example.org. If you are a no-show to your scheduled Zoom meeting or fail to cancel with adequate notice, your evaluation will be forfeited.
We must be able to contact you: We require a working cell phone number with voicemail that you check regularly and a current working email address so we can confirm your evaluation and private or semi-private training appointments, send text reminders, and inform you of schedule changes and unforeseen emergencies, as needed. If we call you, it’s important that you contact the office and your trainer. If we attempt to contact you and don’t hear back from you, we reserve the right to give your time slot to another client who needs the appointment.
Cancellation and no-show: You must be available or cancel with a full 48-hour notice. If you’re unable to keep your evaluation or training appointment for any reason, we require a full 48-hour notice to both your trainer and the office. If you are a no-show or fail to cancel in time, your training session will be forfeited.
In the event of a true emergency, please contact your trainer and the office immediately. We will handle your situation on a case-by-case basis. Lack of childcare, getting stuck in traffic, and failure to check emails and/or text messages are not valid reasons to miss your appointment.
Our Cancellation Policy allows us sufficient time to contact another client who may be waiting for a training session. If your training session is included in a package or gift certificate, failure to cancel by phone without a 48-hour notice will void that session.
Lateness: Clients who arrive late for evaluations and semi-private or private training sessions may have a shorter appointment time. Late arrivals who choose not to evaluate or train will forfeit their evaluation fee or training session. If the evaluator has an open evaluation slot the same day, those who arrive late may be asked to either wait or return later in the day.
Arrival at group class: Please arrive no more 15 minutes before group classes and no later than 5 minutes after class begins. If you arrive late to a group class, please do not disrupt the class or interrupt the trainer with questions until after the class.
Handlers who participate in group classes may not use electronic devices during training. Cell phones must be turned off or silenced. Please, no harnesses, retractable leashes, or gentle leaders at evaluations, semi-private or private sessions, or at group classes. Do not bring children, guests, or other dogs to group classes.
Group class schedule changes: We reserve the right to change our Group Class schedule and notify clients via social media and/or email.
Rainy day policy for group classes NOT held at our indoor facility: If it’s raining the day of an outdoor class, the class may be canceled.
Dogs in heat are not allowed in the facility or in group classes for a minimum of 21 days. No exceptions.
Due to some dogs being carriers of certain transferable infectious illnesses, and to protect all dogs in our care, we require all dog owners to follow this updated protocol:
- Completed series of all standard vaccines and current boosters.
- Up-to-date rabies vaccine.
- Recent de-worming.
- Ongoing monthly flea and tick prevention.
- New vaccine for bordetella bacterium (kennel cough) or up-to-date booster with documentation for both.
- Recent vet visit for (a) complete physical, (b) skin check-up (staph infections, sarcoptic mange, mites, lice, ringworm, fleas, ticks, severe hot spots, etc.) and (c) fecal lab test to rule out intestinal challenges like giardia, coccidia, and other contagious parasites.
- Recent nail trimming.
- Recent sanitary cut and anal gland expression if required.
- All immunizations, preventative maintenance, procedures, lab tests, and exams must be completed and detailed documentation from your vet is required before your dog's training can start. No exceptions.
Notice! Female dogs in heat are not allowed in the training facility or in any group classes for the full duration, usually a minimum of 21 days. No exceptions.
New training package contracts and packages for returning clients will be on our semi-private session business model. Semi-private sessions have a maximum of three dogs. We are conducting private and semi-private sessions on weekdays (except Tuesdays) from 1pm-8pm and on weekends 9am-6pm. Trainer assignment will depend on schedule and availability. We cannot guarantee we can assign a specific trainer or that you will have the same trainer for all sessions. All sessions are subject to our 48-hour Cancellation Policy and all other company policies.
Children, Guests, Other Dogs & Safety
Who can attend: To maintain a safe environment for everyone and to minimize distractions, we must limit who can accompany you to your evaluation appointment, training sessions, and group classes. Note: We reserve the right to change our Group Class schedule as needed. We will notify clients via social media and/or email. Please do NOT bring guests, children, friends, relatives not in your household, other dogs, dog walkers, dog trainers, or dog breeders to your appointments, training sessions, or to group classes.
Exceptions: The household or family member financially responsible for training and those who will handle the dog at home and during training sessions at Cali K9®. Only handlers involved in the day-to-day training process are permitted to attend training sessions, only if handling the dog regularly in all training, and if accompanied by the contract holder every time. Handlers in attendance must participate in all semi-private and private sessions and group classes in order to be eligible. Handlers who participate in semi-private or private sessions or group classes may not use their electronic devices (cell phone, tablet, iPod, camera, etc.) during training. All cell phones must be turned off or silenced. Please, no harnesses, retractable leashes, or gentle leaders at evaluations, semi-private or private sessions or group classes.
For your safety while in the facility, parking lot or outdoor group classes, do not pet, touch, call, talk to, feed, play with, or attempt to interact in any way with dogs that don’t belong to you. Do not allow family members or others to do so.
Handlers: No new, additional, drop-in or substitute handlers will be permitted to attend semi-private or private sessions, group classes, or to participate in training once the training package sessions have started. No exceptions.
Children and other dogs: No unattended children or other dogs permitted in the facility. No exceptions. Guests, unattended children, and dogs may not be left in the lobby, in your car, or in the parking lot outside the facility. Dogs may not be left in a parked car for any length of time for any reason, even for just a few minutes or if it doesn't seem hot and your windows are cracked.
Petting Policy: While in our facility, parking lot, or at outdoor group classes, absolutely no petting, touching, calling, talking to, feeding, playing with, or attempting to interact with other dogs for any reason. Please make childcare and pet care arrangements, and back-up arrangements in advance. Keep in mind, lack of childcare or pet care is not a valid reason to miss or cancel your evaluation or training appointment at the last minute.
Rainy day policy for group classes not held at the facility: If it’s raining the day of an outdoor class, it will be held indoors at the facility.
Dogs in heat are not allowed in the facility or in group classes for a minimum of 21 days. No exceptions.
Online Dog Training course Obedience Fundamentals does not expire. You need an account to access online training.
Services included in training packages are subject to specific expiration terms, are non-transferable to other owners, new handlers, or other dogs, and are subject to our 48-hour Cancellation Policy and other company policies. No exceptions.
Expirations dates: In-person training packages have a six-month expiration date from the date of purchase to complete all sessions and group classes. A 48-hour cancellation policy applies to evaluations, semi-private and private sessions. Failure to cancel with less than a full 48-hour notice will result in a loss of evaluation fee(s) or the training session.
Board & train packages have a 90-day expiration date from completion of the boarding segment to complete sessions and/or classes. The "take home" session is included in the number of sessions that come with each program
Important: Contracts can only be canceled and refunded within the first 72 hours after signing and entering a training contract. Evaluation fees are not refundable. Owners must notify the trainer and the office in writing (with detailed documentation) within 48 hours in the unfortunate event your dog is stolen, lost, becomes ill, is injured or dies, and these situations will be handled on a case-by-case basis. If you decide to give your dog back to a breeder, shelter, or rescue organization after purchasing a training package or completing some or all of the training, no refunds will be given and remaining training, if any, is not transferable to another dog. If you move out of the area after you’ve purchased a training package, or before you’ve completed one, no refunds will be given, and the package or remaining training is not transferable to another dog.
Privacy & Security
Privacy and security: Our clients are at the heart of everything we do and your privacy is important to us. Part of our commitment to you is to respect and protect the privacy of the personal information you provide to us. We make every effort possible to assure the privacy of any information submitted to us. We have systems in place to protect this website and our office from anyone attempting to obtain personal information. We do not use personal information in any way that would allow it to be obtained by others. For this reason, we do not keep credit card information on file for future purchases. This does not apply to payment methods stored with external payment apps like Amazon and Google. We will never provide your personal information to any company or individual not directly involved in your transactions with us unless you specifically request us to do so in writing. Parents and others may not ask team members to discuss, share information, or book appointments for our adult clients over 18. We do not share our mailing list with third parties under any circumstances.
The information provided by this website is intended for educational purposes and not intended to address individual problems. Policies, protocols, schedules, and prices are subject to change at any time without notification. California K9 Solutions® reserves the right to refuse to do business with anyone.
Personal belongings: Please keep your belongings with you at all times. We are NOT responsible for lost or stolen items.
Arrival at group class: Please arrive no more 15 minutes before group classes and no later than five minutes after class begins. If you arrive late to a group class, do not disrupt the class or interrupt the trainer with questions until after the class.
Devices: Handlers who participate in group classes may not use electronic devices (cell phone, cameras, tablet, iPod, etc) during training. Cell phones must be turned off or muted. Please, no electronic devices, harnesses, retractable leashes, or gentle leaders at evaluations, private sessions or group classes.
Do not bring children, guests, or other dogs to group classes.
We reserve the right to modify or discontinue services, change our group class schedule, or change prices for services and products without prior notification to ensure that all of our quality standards are met and to meet growing costs. We make every attempt to notify clients of group class schedule changes via social media or email email. If you have any questions, please ask when you book your appointment. All company policies are subject to change at any time. We reserve the right to refuse to do business with anyone.
Payment is due at time of purchase and/or service at our location. We accept cash, debit cards, Visa, MasterCard, American Express, Diners Club, Discover, PayPal, TeleCheck-approved personal checks with photo ID and even more on our website. Sorry, but we do not accept business checks, third party checks, money orders, or travelers' checks.
Important: We reserve the right to refuse to do business with anyone for any reason.