Complaints & Refund Policy

Good Owners Dog Training

Last updated: [15/05/2026]

1. Our Approach

At Good Owners Dog Training, we aim to provide a calm, supportive, and professional service at all times.

If something doesn’t feel right, we want to hear about it early so we can address it properly.

2. How to Raise a Complaint

If you are unhappy with any part of our service, please contact us as soon as possible:

Please include:

  • Your name
  • The service you received
  • A brief description of the issue

We aim to respond within 2–3 working days.

3. Complaint Handling Process

We handle complaints in a calm, structured way:

  1. Acknowledgement – We confirm receipt of your complaint
  2. Review – We review what happened, including any notes or session context
  3. Response – We provide a clear, fair response
  4. Resolution – Where appropriate, we may offer:
    • Clarification or guidance
    • Adjustments to future sessions
    • A partial or full refund (see Section 5)

We aim to resolve complaints within 7 working days where possible.

4. Scope of Responsibility

Our services are:

  • Force-free and welfare-led
  • Based on current best practices in dog training and behaviour

However:

  • Outcomes cannot be guaranteed, as they depend on many factors including consistency, environment, and the dog’s individual needs
  • We may recommend referral to a veterinarian or qualified behaviourist if a case falls outside our scope (e.g. aggression with bite history or medical concerns)

5. Refund Policy

5.1 In-Person Sessions

  • More than 48 hours’ notice:
    Full refund or reschedule available
  • Less than 48 hours’ notice:
    No refund (rescheduling may be offered at our discretion)
  • After a session has taken place:
    Refunds are not typically provided, unless there is a clear service issue

5.2 Session Packages (Blocks)

  • Unused sessions may be refunded on a pro-rata basis, minus any discount applied
  • Refunds are not normally available once a consultation or session has been completed, unless required under consumer law or where there is a clear service issue.

5.3 Online Consultations

  • Same cancellation terms as in-person sessions
  • No refunds after the consultation has taken place

5.4 Group Classes

  • Before the course starts:
    Full refund available
  • After the course begins:
    No refunds, as spaces are limited and reserved

6. When Refunds May Be Considered

Refunds may be offered where appropriate, including:

  • Cancellation during 14 day cooling off period
  • A service was not delivered as agreed
  • A session had to be cancelled by us and could not be rescheduled
  • There was a clear and reasonable concern about service quality

Each case is assessed individually. Any agreed refunds will normally be processed within 14 days.

Consumer Cancellation Rights

Where bookings are made online, by email, phone, or remotely, consumers may have a legal 14-day cooling-off period under UK consumer law.

However, if a client requests that services begin within this 14-day period, they agree that:

  • the service may begin immediately; and
  • they may lose part or all of their cancellation rights once the service has been delivered.

If cancellation occurs after services have partially been provided, any refund may be reduced proportionally to reflect the work already completed.

7. Non-Refundable Situations

We do not offer refunds for:

  • Change of mind
  • Lack of progress due to inconsistent implementation
  • Situations outside our control (e.g. environmental triggers, third-party interference)
  • Cases where referral to another professional is necessary after assessment

8. Your Rights

This policy does not affect your rights under UK consumer law, including the
Consumer Rights Act 2015.

9. Final Notes

We aim to resolve concerns calmly, fairly, and without escalation wherever possible.

If something feels off, please reach out — early communication allows us to support you and your dog more effectively.