Cancellation and Rescheduling Policy

Thoughtful preparation and consistent scheduling support both the client experience and the training process.

This page describes the general website policy. Any service-specific terms in a signed agreement take priority when they differ from this page.

Notice for cancellation or rescheduling

Clients should provide at least 48 hours' notice when they need to cancel or reschedule a scheduled consultation, assessment meeting, training session, or check-in.

Requests made with sufficient notice may be rescheduled according to availability and the applicable service agreement.

Late cancellations

A session canceled with less than the required notice may:

• Be counted as used
• Be subject to the applicable session charge
• Be ineligible for rescheduling
• Be handled according to the signed service agreement

Relax, Rover. may consider the circumstances, but an exception is not guaranteed.

Missed sessions

A session missed without notice may be counted as used.

When a client does not attend an online meeting, arrive for an in-person session, or remain available for an agreed appointment, Relax, Rover. may be unable to extend or replace the reserved time.

Late arrival

A session may still need to end at its originally scheduled time when a client arrives late.

Arriving more than 20 minutes late to a scheduled appointment constitutes a missed session and may be counted as used.

When the remaining time is not sufficient to provide the session safely or effectively, the appointment may be treated as a late cancellation or rescheduled according to the service agreement.

Emergencies, illness, and welfare concerns

Unexpected situations happen.

Relax, Rover. will consider genuine emergencies, sudden illness, unsafe weather, and significant human or dog welfare concerns with compassion.

Clients should contact Erika as soon as reasonably possible.

An exception or rescheduled time depends on the circumstances, availability, work already completed, and the applicable agreement.

Program services

Programs may include work performed outside live meetings, such as:

• Preparation
• Record review
• Video review
• Written plans
• Daily training plans
• Reports
• Client communication
• Resource preparation
• Reserved availability

Cancellation of a live meeting does not necessarily mean that no professional work has been performed.

Payments and refunds

Program fees may reserve professional time, preparation, review, support, and availability.

Once a program has begun, fees are generally non-refundable because professional services and resources may already have been delivered or reserved.

Before a program begins, any approved refund may exclude:

• Completed professional work
• Administrative costs
• Non-recoverable processing charges
• Materials already prepared
• Other amounts identified in the signed agreement

Payments Policy: Payment for services is required at the time of booking.

Refund Policy: No refunds are available for programs once the initial consultation has started. No refunds will be given if Erika has to cancel services because a client has breached any part of the required waiver.

Any signed service agreement controls when its terms differ from this general website policy.

Trainer-initiated changes

Erika may cancel, reschedule, pause, or modify a session because of:

• Illness
• Emergency
• Weather
• Travel or access problems
• Unsafe conditions
• Human or dog welfare concerns
• A need for veterinary input
• Technology failure
• Circumstances that prevent appropriate service delivery

When Relax, Rover. initiates a change, the affected service will be rescheduled, credited, or otherwise handled according to the service agreement.

Safety and professional scope

Training or assessment work may be paused or modified when continuing would:

• Create an unreasonable safety risk
• Conflict with a dog's physical or emotional welfare
• Require veterinary evaluation
• Fall outside Erika's professional scope
• Require another qualified professional

How to request a change

Cancellation and rescheduling requests should be sent via email or other agreed upon forms of communication.

General questions may be sent to: erika@relaxrover.com