Training Policies, Refunds & Cancellations
PJH Dog Training is committed to providing high-quality, personalized dog training services. To ensure clarity and fairness, the following policies apply to all training packages, private sessions, walks, and group classes — covering booking, payment, service areas, refunds, cancellations, session expiration, and health requirements.
1 Booking & Payment
Prior to booking, clients must acknowledge that they have read the cancellation and refund policies, sign a waiver form, and complete an intake form.
Appointments may be booked up to 24 hours in advance, or with the trainer’s approval. Payment is due in full at the time of booking. Accepted payment methods include credit cards, ATM/debit cards, Apple Pay, peer-to-peer payment apps (Zelle, Venmo, Cash App), or cash if paid in advance.
Most appointments require completing an initial consultation at least 24 hours before the scheduled training session.
When purchasing a package, clients may schedule individual sessions immediately or return later to do so through PocketSuite. Sessions show as a $0 charge before booking and are automatically deducted from the package count.
2 Service Areas & Extended Area Service Fee
PJH Dog Training is based on Manhattan’s Upper West Side and serves neighborhoods throughout Manhattan — including the Upper West Side, Upper East Side, Morningside Heights, Harlem, Washington Heights, Hell’s Kitchen, Chelsea, Greenwich Village, and SoHo. Appointments within Manhattan, and sessions at our Manhattan locations, are booked at standard rates with no added fee.
Any appointment outside Manhattan is assessed an $85 extended area service fee per appointment, applied to both in-person consultations and training sessions. This is not a travel charge — it is a door-to-door service: your certified trainer comes to your block on a reserved weekly slot, so you train where your dog actually lives instead of commuting to Manhattan. The fee is added transparently at booking.
Outer-borough service is limited to neighborhoods within about one hour of the Upper West Side:
- Brooklyn: Williamsburg, Park Slope, and Brooklyn Heights.
- Queens: Astoria, Long Island City, and Sunnyside.
3 Refunds After Training Has Commenced
Multi-session training packages are non-refundable once the first session has been completed. This approach reflects time commitment, administrative preparation, and resource allocation per client.
4 Unused Sessions (Active Packages)
While a package is active, partial refunds or credits may be offered at the company’s discretion if a client cannot complete the package due to unforeseen circumstances, including dog relinquishment. Conditions include:
- Fewer than 50% of sessions completed.
- A $50 administrative fee is deducted from any refund.
- Refunds are calculated by billing the completed sessions at the full single-session rate, plus any applicable processing or transaction fees.
- Written request within 30 days of the final session.
- Documentation of reasonable effort using available training techniques.
5 Session Expiration & Reactivation
PJH Dog Training aims to provide timely, effective training solutions that ensure consistency and prevent behavioral issues from worsening.
All private training sessions and packages expire 6 months from the date of purchase. Clients are responsible for scheduling and attending sessions within this timeframe. Unused sessions are forfeited once expired.
If sessions or packages expire, clients may reactivate unused sessions for 25% of the original session price per session. Reactivation requests must be made within 3 months of expiration; after this period, expired sessions cannot be reinstated. Reactivated sessions must be used within 30 days of reactivation.
No refunds or credits are issued for expired sessions. Scheduling flexibility is available, but clients are responsible for booking sessions within the designated period. Clients who anticipate a scheduling conflict should notify the trainer in advance. By purchasing a training package or single session, clients agree to these terms.
6 Transferability
Unused sessions may be transferred to another dog in the household, a foster dog, or gifted to another individual, subject to trainer approval.
7 Cancellations, No-Shows & Late Arrivals
Appointments (excluding group classes) may be canceled or rescheduled up to 24 hours in advance without loss of payment. Cancellations made with less than 24 hours’ notice, and no-call/no-shows, forfeit prepayment or deduct one session from a package, and are not eligible for rescheduling or refund.
Late arrivals are accepted; however, group classes and private sessions must end at their originally scheduled time.
8 Weather & Emergency Exceptions
Cancellations due to inclement weather, emergencies, or other mutually agreed-upon conditions will be rescheduled at no cost, at the earliest convenience, and will not count as forfeited sessions.
9 Group Class Cancellations and Missed Sessions
Class registrations reserve a specific space and cover instructor time, equipment transport, setup, and breakdown. Once the instructor has arrived or equipment setup has begun, the session is considered used, even if a dog is unable to participate because of illness, behavior, weather concerns specific to that dog, or a handler’s decision. When space permits, a reduced-rate makeup class may be offered at the instructor’s discretion.
- Group class fees are non-refundable.
- Missed classes cannot be rescheduled or credited.
- Private make-up sessions are available at $50 (outdoor) or $100 (indoor).
- Private make-up sessions are subject to trainer availability and rental-space scheduling and are not guaranteed.
- Class materials are provided regardless of attendance.
10 Aggressive Dogs
All dogs must be friendly and reasonably quiet to participate in group classes.
- Inform the trainer of any history of aggression toward humans or other dogs before class begins, as more appropriate training options may be available.
- Aggressive or overly loud dogs will be asked to attend private training sessions rather than group classes.
- All dogs can display aggression; the trainer is willing to work together to address it.
11 Health & Sick Dogs
All dogs must arrive in good health, free of any obvious illness symptoms such as diarrhea, coughing, or nasal/ocular discharge. Dogs found to be sick at or after drop-off will be sent home immediately, and the class will be refunded or rescheduled at Dr. Hernandez’s discretion.
- Clients should call to cancel an imminent appointment as soon as possible.
- With 24+ hours’ advance notice: refunded in full or rescheduled without penalty.
- With less than 24 hours’ notice: refund or reschedule at Dr. Hernandez’s discretion.
- Appointments cancelled less than one hour before start may still be charged in full at Dr. Hernandez’s discretion.
- Three or more consecutive cancellations: the final appointment is counted as used and deducted from remaining sessions.
Cancelled appointments should be rescheduled as soon as possible to avoid disrupting training flow.
Acknowledgment
By purchasing a training package, private session, walk, or group class — and by signing below or acknowledging this policy through the electronic intake form — the client confirms they have read, understood, and agree to the PJH Dog Training Policies, Refund & Cancellation terms above.