Refunds, Returns & Exchanges

NO REFUNDS for training packages after 72 hours or for unused portions of expired packages. 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 contact signing. Payment will be refunded using the same method used for payment. Evaluation fees are not refundable. Evaluation fees will NOT be deducted from the cost of any training package. We reserve the right to change our Group Class schedule and notify clients via email.

We cannot give promises, time limits, or guarantees of any kind. Dog training includes learning our training techniques, daily practice, consistency, multiple owners being on the same page, ongoing guidance, follow-up evaluations and professional training, the health and age of the dog and more. Since we can’t “go home with you” to monitor daily training and environment, we’re unable to offer a “Money Back Guarantee” on any class, private session or training package.

Dog owners must notify the trainer and the office in writing (with 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.

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.

Product returns: If the original product has a manufacturer defect or is damaged, an item is missing from your order, or you receive the wrong product, contact the office immediately. A missing or defective item must be reported with 24 hours of pick-up at Cali K9® headquarters or receipt of shipment. No missing product replacement after 24 hours.

With prior written authorization within ten days of purchase only, a problem product can be returned and exchanged. No product returns or exchanges after ten days. No refunds, returns or exchanges on any digital media, DVD’s, videos, online training or related recordings. Only defective media will be exchanged if reported within 24 hours, returned immediately, and received by Cali K9® within 10 days.

Any returns sent to us without prior written return authorization cannot be accepted. Returned items are subject to inspection by our staff. All parts, pieces, inserts, printed materials, and original product packaging must be returned in original condition. Returned products may not be altered or used.

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.

Cancellation Policy

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 there. Please, no electronic devices, harnesses, retractable leashes, or gentle leaders at evaluations, private sessions or group classes.

We must be able to contact you: We require a working phone number with an answering device or voicemail and a current working email address so we can confirm your evaluation and private training appointments (when possible), and inform you of schedule changes and unforeseen emergencies, as needed. If we call you, it’s important that you get back to us to confirm your appointment. Our phone lines are answered 24 hours a day and voicemail messages are time-stamped. 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. If you feel there’s a chance you’ll be unable to keep your evaluation or training appointment for any reason, please don’t schedule one until you’re certain about your plans, childcare arrangements, etc.

Cancellation and no-show: We are unable to place “reminder calls” to all clients with appointments. We may or may not call to confirm your private training session, and need to hear back from you if we do call. Not getting a confirmation or reminder call from Cali K9® is not a valid reason to no-show. Whether or not we’re able to reach you to confirm your appointment, we expect you to show up or to cancel with a 48-hour notice. If you’re unable to keep your evaluation or training appointment for any reason, we require a full 48-hour notice.

Please call and email BOTH your assigned trainer and the office to cancel and/or reschedule your appointment. Do not text your requests to cancel or reschedule. If you are a no-show or fail to cancel by phone in time, your training session will be forfeited. In the event of a true emergency, please contact your trainer and the office immediately. Lack of childcare and getting stuck in traffic 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. Without adequate notice from you, we’re unable to contact other clients on our waiting list who may want your training time slot. If your training session is included in a package or gift certificate, failure to cancel without a 48-hour notice will void that session.

Lateness: Clients who arrive late for evaluations and private training 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, private sessions or group classes. Do not bring children, guests, or other dogs to group classes.

Rainy day policy for group classes NOT held at an indoor facility: If it’s raining two hours before an outdoor class is scheduled to begin, class will be canceled for that day.

Dogs in heat are not allowed in the facility, day camp, or in group classes for a minimum of 21 days. No exceptions.

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 and notify clients via email.

Please do NOT bring guests, children, friends, relatives not in your household, other dogs, dog walkers, dog trainers, or dog breeders to your evaluation appointment, 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 training, and if accompanied by the contract holder. Handlers in attendance must participate in all private sessions and group classes in order to be eligible.

Handlers who participate in 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, 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 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.

Remember, while in our facilities, 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 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 two hours before an outdoor class is scheduled to begin, class will be canceled for that day.

Dogs in heat are not allowed in the facility, day camp, or in group classes for a minimum of 21 days. No exceptions.

Gift Certificates & Gift Cards

Gift cards and certificates are available to start your friends and family members on their way to a better relationship with their dog. Gift cards and certificates for goods and/or services can be purchased in any amount starting at $25 and given or sent to anyone of your choice.

Gift certificates are valid until redeemed or replaced. They have no cash value and are not redeemable for cash by any party, unless remaining value after use is less than $10. Use of a gift certificate or gift card is subject to our 48-hour Cancellation Policy, Refund, Return and Exchange Policy, all other company policies, and any additional restrictions listed on the card or certificate.

Gift cards and gift certificates can be used for services and initial contract sign-ups, not for product purchase or as part of a contract payment plan. Advertised sales and specials cannot be combined with any other discount, deal or promotion, are not transferable to others, and are subject to our 48-hour Cancellation Policy and other company policies. We are not responsible for replacing lost or stolen gift certificates. Duplicate codes or photocopies will not be honored. Void where prohibited by law.

Expiration Dates

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: All training packages have a six-month expiration date from the date of purchase. A 48-hour cancellation policy applies to evaluations 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.

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 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. 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. 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.

Disclaimer

The information provided by this website is intended for educational purposes and not intended to address individual problems. Policies, protocols and prices are subject to change at any time without notification. California K9 Solutions® reserves the right to refuse to do business with anyone.

Miscellaneous

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, 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 raise 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 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. We accept cash, debit cards, Visa, MasterCard, American Express, Diners Club, Discover, PayPal, TeleCheck-approved personal checks with photo ID. Sorry, but we do not accept business checks, third party checks, money orders, or travelers’ checks.

Financing: When Training Packages are financed, we require 50% down and the balance paid automatically with your credit card every 2 to 4 weeks until paid in full. A $10 processing fee will be added to each payment. A $35 late payment fee will be assessed for automatic credit card payments declined for any reason. It is the client’s responsibility to notify the office immediately of any changes to their credit card information. A $35 fee will be assessed for all checks returned unpaid by the bank.

Products: Use exactly as directed by the manufacturer and your trainer. If a product has a manufacturer defect or is damaged, an item is missing from your order, or you receive the wrong product, contact the office at once. A missing item must be reported with 24 hours of purchase. With prior written authorization within ten days of purchase only, a defective, damaged, or incorrect product can be returned and exchanged. Please read our Refunds, Returns and Exchange Policy for details.

Rainy day policy for group classes NOT held at an indoor facility: If it’s raining two hours before an outdoor class is scheduled to begin, class will be canceled for that day.

Dogs in heat are not allowed in the facility, day camp, or in group classes for a minimum of 21 days. No exceptions.

Shipping Policy

We ship via USPS to credit card billing addresses only. We ship USPS for military orders only. Shipping/handling and applicable sales tax is additional.

We attempt to ship US orders within three business days, but this cannot be guaranteed, especially if we are short-handed or busy. Orders received after 2 pm California time will not be shipped the same day. Orders received after noon on Friday may have to be shipped the following Tuesday.

We ship Tuesday through Friday, and make every attempt to ship international orders within one week. We are not responsible for international customs delays or customs brokerage fees once the package leaves the US.

Policies: Please see our Refunds, Returns and Exchange Policies.

Important: We reserve the right to refuse to do business with, and ship products to, anyone for any reason.

408.770.7556 |  #CALIK9  |  415.761.0066
408.770.7556 |  #CALIK9  |  415.761.0066
Policies was last modified: March 22nd, 2017 by Cali K9