Refund policy
Returns and Refund Policy
This Returns and Refund Policy sets out the terms under which Walkys Dog Training Academy Shellharbour Pty Ltd (“we,” “us,” “our”) manages cancellations, refunds, and rescheduling of bookings. By engaging with our services, you agree to the terms outlined below. This policy complies with the Australian Consumer Law (ACL) and other relevant regulations.
- General Policy
1.1. Walkys Dog Training Academy is committed to providing high-quality services tailored to you and your dog’s needs.
1.2. We understand that circumstances may arise requiring the cancellation or rescheduling of bookings. This policy ensures fairness while maintaining the integrity of our operations.
- Cancellations and Rescheduling
2.1. Rescheduling with Notice Greater Than 48 Hours
- Clients may request to reschedule a booking with a minimum of 48 hours’ notice prior to the scheduled appointment.
- Rescheduling requests must be made via email at admin@walkys.com.au or by calling +61 405 707 561.
- Subject to availability, the booking will be moved to a mutually agreed date and time.
2.2. Cancellations or Rescheduling Within 48 Hours
- Bookings cancelled or rescheduled with less than 48 hours’ notice will result in the forfeiture of the booking fee.
- No refunds or credits will be issued for late cancellations, except in exceptional circumstances as determined by Walkys Dog Training Academy at our sole discretion.
2.3. Missed Appointments
- Clients who fail to attend a scheduled appointment without prior notice will forfeit the booking fee.
- Refunds
3.1. Non-Refundable Services
- Payments for services provided by Walkys Dog Training Academy, including daycare, training sessions, memberships, and packages, are generally non-refundable.
3.2. Refunds Due to Our Cancellation
- If we are unable to provide a service due to unforeseen circumstances, clients will be offered a choice of:
- Rescheduling the booking at no additional cost; or
- Receiving a full refund for the affected service.
3.3. Exceptional Circumstances
- Refunds for cancellations or missed bookings may be considered in exceptional circumstances (e.g., medical emergencies) upon written request to admin@walkys.com.au. Supporting documentation may be required.
- Membership Packages
4.1. Membership fees are billed weekly and are non-refundable once processed.
4.2. Cancellations of memberships are subject to the terms outlined in our Terms of Service Policy, which can be found on our website or provided upon request.
4.3. Any unused sessions or benefits under a membership package are not eligible for a refund or credit unless required by law.
- Australian Consumer Law (ACL)
5.1. This policy is designed to comply with the ACL.
5.2. Clients are entitled to remedies under the ACL in the event of services that fail to meet consumer guarantees (e.g., services that are not provided with due care and skill).
5.3. Requests for remedies under the ACL must be submitted in writing to admin@walkys.com.au and will be assessed in accordance with legal requirements.
- How to Request a Refund or Reschedule
6.1. Requests for refunds, cancellations, or rescheduling must be submitted via email to admin@walkys.com.au or by calling +61 405 707 561.
6.2. Requests should include the following details:
- Full name of the client.
- Date and time of the booking.
- Reason for the request.
6.3. We will acknowledge receipt of your request within 2 business days and aim to resolve the matter within 7 business days.
- Dispute Resolution
7.1. If you are dissatisfied with the outcome of a refund or rescheduling request, you may escalate the matter by submitting a written complaint to our management team via admin@walkys.com.au.
7.2. We are committed to working with clients to resolve disputes promptly and fairly in accordance with our obligations under the ACL.
- Updates to This Policy
8.1. We reserve the right to amend this Returns and Refund Policy at any time to reflect changes in our practices or applicable laws.
8.2. Updated policies will be posted on our website, and clients are encouraged to review them periodically.
Contact Details
For any questions or assistance regarding this policy, please contact us:
Walkys Dog Training Academy
Email: admin@walkys.com.au
Phone: +61 405 707 561
We are committed to providing transparent and fair terms while delivering the best possible experience for you and your dog.