Client Cancellation, Refund & Rescheduling Agreement

1 Individual Appointments — Client Cancellations

Clients may cancel a booked individual appointment by providing at least 24 hours’ notice before the scheduled start time.

When an individual appointment is cancelled at least 24 hours in advance, the client may choose:

A. Refund: A refund of the amount paid, less applicable payment-processing fees; OR

B. Rescheduling: Reschedule the appointment at no additional charge, subject to PJHDT’s availability and the rescheduling limits in this Agreement.

Refunds are returned to the original payment method.

Credits are not typically provided in place of a refund or rescheduling unless PJHDT expressly agrees to provide one.

2 Individual Appointment — Rescheduling Limit

An individual appointment may be rescheduled no more than two (2) times.

After two rescheduling changes have been made, any additional request to reschedule the same appointment will result in the appointment being forfeited, unless PJHDT expressly agrees otherwise.

A forfeited appointment is not eligible for a refund or credit.

If a client does not respond to PJHDT’s reasonable attempts to arrange a rescheduled appointment, the purchase remains subject to the applicable expiration date.

3 Individual Appointment — Late Cancellation & No-Show

A cancellation made less than 24 hours before the scheduled start time is considered a late cancellation.

Late cancellations are non-refundable and non-creditable, and the client forfeits the appointment unless PJHDT expressly agrees otherwise.

Failure to attend a scheduled appointment without providing the required notice is considered a no-show.

No-shows are non-refundable and non-creditable. PJHDT may, at its discretion, offer a rescheduling opportunity but is not required to do so.

4 Group Class — Cancellation Before the First Class

A client may cancel their enrollment in a group class and receive a refund only if the cancellation is made at least 24 hours before the start of the first class.

When timely cancellation occurs, the client will receive a refund of the amount paid, less applicable payment-processing fees.

The refund will be returned to the original payment method.

Credits are not typically provided.

Once the first class has started, the group-class enrollment is non-refundable, regardless of how many classes remain.

5 Group Class — Individual Missed or Cancelled Sessions

Once a group class has begun, individual class sessions are non-refundable.

If a client cancels, misses, or is unable to attend an individual session within an ongoing class, that session is forfeited.

The client is not normally entitled to a refund, credit, transfer, or make-up session for an individual missed class session.

In limited circumstances, PJHDT may, at its discretion, allow a missed or cancelled class session to be made up. Any make-up is subject to:

• PJHDT approval;
• availability of an appropriate make-up opportunity;
• applicable scheduling limitations; and
• any other conditions PJHDT may reasonably establish.

A make-up opportunity is not guaranteed and does not create a general right to make up missed class sessions.

6 PJHDT Changes to Group Classes

If PJHDT changes the scheduled date or time of a group class and the client cannot participate at the new date or time, the client is entitled to a 100% refund.

If the client can participate at the new date or time, the enrollment remains valid and no refund will be issued.

If PJHDT cancels a group class because of insufficient enrollment, all enrolled clients are entitled to a 100% refund.

No administrative fee or payment-processing fee will be deducted from a refund issued because PJHDT changed the class schedule and the client cannot participate, or because PJHDT cancelled the class due to insufficient enrollment.

7 PJHDT Changes to Individual Appointments

PJHDT may need to change an individual appointment because of weather, trainer illness, traffic, an emergency, or another unavoidable scheduling circumstance.

When PJHDT needs to change an individual appointment, PJHDT will work with the client to establish a mutually agreed-upon alternative date and time at no additional charge.

A PJHDT-initiated change to an individual appointment does not entitle the client to a refund solely because the original appointment date or time changed.

The rescheduled appointment remains subject to the applicable rescheduling and expiration terms.

8 Packages

Packages are non-refundable once the first session has started. Once the client attends or otherwise begins the first session of a package, the package is considered started.

Once started, the client is not entitled to a prorated refund for remaining unused sessions.

Unused package sessions have no cash value and are not refundable after the package has started.

Individual sessions within a package remain subject to the cancellation and rescheduling requirements in this Agreement.

9 Package Session Rescheduling

Individual sessions included in a package are subject to the same cancellation and rescheduling requirements as individual appointments.

A client may reschedule an individual package session by providing at least 24 hours’ notice before the scheduled start time. The session may be rescheduled at no additional charge, subject to PJHDT’s availability.

Each individual package session may be rescheduled no more than two (2) times. After two rescheduling changes, any additional request to reschedule that session will result in the forfeiture of that session, unless PJHDT expressly agrees otherwise.

A package session cancelled with less than 24 hours’ notice, or missed without the required notice, is considered a late cancellation or no-show. The session is forfeited and deducted from the package.

No refund or credit will be provided for a forfeited package session unless PJHDT expressly agrees otherwise.

Rescheduling a package session does not extend the package’s expiration date.

10 Expiration of Services and Packages

All services, appointments, packages, classes, and credits are subject to the expiration period stated at the time of purchase or booking.

Unless a different expiration period is specifically stated at the time of purchase, the applicable service or package will expire six (6) months from the original purchase date.

Unused sessions, appointments, package sessions, and credits have no cash value and are forfeited upon expiration, unless otherwise required by applicable law.

Clients are responsible for scheduling and using their services before the applicable expiration date. Failure to schedule, attend, respond to scheduling attempts, or otherwise use a service before it expires does not extend the expiration period.

Any extension beyond the stated expiration date must be expressly approved by PJHDT.

11 Failure to Respond to Rescheduling Attempts

If PJHDT attempts to contact a client to arrange a rescheduled appointment and the client does not respond within a reasonable period, PJHDT may consider the appointment pending only until the applicable expiration date.

If the client does not respond and the applicable expiration date passes, the appointment or purchase expires and is forfeited.

If no other expiration period applies, the purchase will expire six (6) months from the original purchase date.

12 Refunds

Except where this Agreement specifically provides for a 100% refund, refunds are subject to the applicable cancellation terms.

A timely client cancellation of an individual appointment or an entire group-class enrollment, made at least 24 hours before the applicable deadline, may qualify for a refund less applicable payment-processing fees.

No additional administrative fee is charged for a standard refund requested and processed directly by PJHDT.

A refund is not available for:

• late cancellations;
• no-shows;
• forfeited appointments;
• forfeited class sessions;
• unused package sessions after a package has started; or
• services that have already started,

except where PJHDT expressly agrees otherwise or a refund is required by applicable law.

13 Payment Disputes and Chargebacks

If a client has a question, concern, or disagreement regarding a charge, the client is expected to contact PJHDT directly before initiating a chargeback or payment dispute, whenever reasonably possible.

PJHDT will make a reasonable effort to review the concern and work with the client toward a resolution.

This provision does not prohibit or restrict a client from exercising any rights available to them under applicable law or applicable payment-network rules.

If a client initiates a chargeback or payment dispute without first contacting PJHDT, PJHDT may provide the payment provider with applicable booking records, payment records, this Agreement, cancellation and refund policies, communications, attendance records, and other documentation relevant to the dispute.

If a client disputes or contests a charge through a bank, credit-card company, PocketSuite, or another payment provider, and the dispute is ultimately resolved in favor of PJHDT, the original charge remains due.

Where permitted by applicable law and the applicable payment-provider terms, PJHDT may seek reimbursement of reasonable costs actually incurred in responding to the payment dispute. These costs may include:

1. Payment-provider dispute fee: The actual fee charged to PJHDT by PocketSuite or another payment provider in connection with the dispute.

2. Administrative costs: Reasonable administrative costs actually incurred by PJHDT in researching, documenting, preparing, and responding to the dispute, up to a maximum of $50 per disputed transaction.

The $50 amount is a maximum reimbursement for administrative costs, not an automatic penalty for initiating a dispute.

PJHDT will not charge an administrative fee for a standard refund request handled directly by PJHDT.

Nothing in this section is intended to prevent a client from exercising any rights available to them under applicable law.

14 Refund Processing

Approved refunds will be returned to the original payment method.

Processing times may vary depending on the client’s bank, card issuer, or payment provider.

15 Service Areas & Extended Area Service Fee

PJHDT 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. 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.

16 Reactivation of Expired Sessions

If sessions or packages expire under Section 10, the client may reactivate unused sessions for 25% of the original session price per session.

Reactivation requests must be made within three (3) months of the expiration date; after this period, expired sessions cannot be reinstated.

Reactivated sessions must be used within thirty (30) days of reactivation.

No refunds or credits are issued for expired sessions.

17 Transferability

Unused sessions may be transferred to another dog in the client’s household, a foster dog, or gifted to another individual, subject to PJHDT approval. A transfer does not extend the applicable expiration date.

18 Group Class Set-Up & Private Make-Up 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.

Where PJHDT agrees to a make-up under Section 5, it is provided as a private make-up session:

• 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.

19 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. No refund is issued for a group-class enrollment on this basis once the first class has started (Section 4).
• All dogs can display aggression; the trainer is willing to work together to address it.

20 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 session may be refunded or rescheduled at PJHDT’s discretion (provided equipment is not already set up or the session is not otherwise already underway).

• Clients should call to cancel an imminent appointment as soon as possible.
• With 24+ hours’ advance notice: rescheduled without penalty or refunded less applicable payment-processing fees (Section 1).
• With less than 24 hours’ notice: refund or reschedule at PJHDT’s discretion.
• Appointments cancelled less than one hour before start may still be charged in full at PJHDT’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, and remain subject to the rescheduling limits in Sections 2 and 9.