Refunds & Cancelations
Cancellation Policy
Scheduling: Please make every effort to schedule your evaluation or training session for a day and time that will work for you. Once an appointment is booked, unless we have an email stating otherwise, we expect you to be there. Please, no electronic devices, harnesses, retractable leashes, or gentle leaders at evaluations, semi-private or private sessions, or group classes.
We must be able to contact you: We require a working cell phone number with voicemail that you check regularly and a current active email address so we can confirm your evaluation and private or semi-private training appointments, send text reminders, and inform you of schedule changes and unforeseen emergencies, as needed. If we call you, it’s essential that you get back to us to confirm your appointment. If we attempt to contact you and don’t hear back from you, we reserve the right to give your time slot to another client who needs the appointment.
Cancellation and no-show: If you’re unable to keep your evaluation or training appointment for any reason, we require a full 48-hour notice. Please call and email BOTH your assigned trainer and the office to cancel and or reschedule your appointment. If you are a no-show or fail to cancel by email in time, you unconditionally agree that your training session will be forfeited unless the $50 cancellation or no-show fee is paid. In the event of a true emergency, please contact your trainer immediately.
Communication: Please do not “text” your request to cancel or reschedule. If you are a no-show or fail to cancel by email in time, your training session will be forfeited. In the event of a true emergency, please contact your trainer and the office immediately. We will handle your situation on a case-by-case basis. Our Cancellation Policy allows us sufficient time to contact other clients who may be waiting for a training session. Without adequate notice from you, we’re unable to contact other clients on our waiting list who may want your training time slot. If your training session includes a package or gift certificate, failure to cancel by phone without a 48-hour notice will void that training session.
Lateness: Clients who arrive late for any training sessions may have a shorter appointment time. If the evaluator has an open evaluation slot for the same day, those who come late may be asked to either wait or return later in the day.
Arrival upon group class: Please arrive no more than 15 minutes before group classes and no later than 5 minutes after class starts. If you arrive late to a group class, please do not disrupt the class or interrupt the trainer with questions until after the class.
Handlers who participate in group classes may not use electronic devices during training. Cell phones must be turned off or silenced. Please, no harnesses, retractable leashes, or gentle leaders at evaluations, semi-private or private sessions, or at group classes. Do not bring children, guests, or other dogs to any services.
Rainy day policy: If it’s raining the day of an outdoor class, the class will be held indoors at our training facility or postponed.
Canines in heat: Canines in heat are not allowed in the facility, day camp, or in group classes for a minimum of 21 days. No exceptions.
Expiration Dates
Services included in training packages are subject to specific expiration terms, are non-transferable to other owners, new handlers, or other dogs, and are subject to our 48-hour Cancellation Policy and other company policies. No exceptions.
Expiration dates: All training packages have a six-month expiration date from the date of purchase. A 48-hour cancellation policy applies to evaluations, semi-private and private sessions. Failure to cancel with less than a full 48-hour notice will result in a loss of evaluation fee(s) or the training session.
Important: If you decide to give your dog back to a breeder, shelter, or rescue organization after purchasing a training package or completing some or all of the training, no refunds will be given, and remaining training, if any, is not transferable to another dog. If you move out of the area after you’ve purchased a training package, or before you’ve completed one, no refunds will be given, and the package or remaining training is not transferable to another dog. Evaluation fees will be deducted from the cost of any training package when purchased within 24hr from your evaluation.
Gift Certificates & Gift Cards
Gift cards and certificates are available to start your friends and family members on their way to a better relationship with their canine. Gift cards and certificates for goods and or services can be purchased in any amount starting at $150 and are sent to anybody of your choice.
Gift certificates are valid until redeemed or replaced, and they have no cash value.
Gift cards and gift certificates can be used for services and initial contract sign-ups and evaluations, not for product purchases or as part of a contract payment plan. Advertised sales and specials cannot be combined with any other deal, discount, or promotion, are not transferable to others. We are not responsible for replacing lost or stolen gift certificates. Duplicate codes or photocopies will not be honored—void where prohibited by law.
Refunds, Returns & Exchanges:
We have no refund policy on all services, products, contracts, packages, and training agreements. We reserve the right to change our Group Class schedule and notify clients via email.
We will not give promises, time limits, or guarantees of any kind. Successful dog training includes learning our vocabulary and techniques, adequate professional dog training, daily practice, consistency, multiple owners being on the same page, socialization, ongoing guidance, follow-up evaluations, the health and age of the dog, and more. We are not home with you to monitor daily training, consistency, or the canine’s environment. Based on these critical factors, we’re unable to offer promises or a “Money Back Guarantee” on any service. Canine owners must notify the trainer and the office in writing via email within 48 hours to reschedule.
If you decide to give your dog back to a breeder, shelter, or rescue organization after purchasing a training package or completing some or all of the training, no refunds will be given, and remaining training, if any, is not transferable to another dog.
If you move out of the service area after you’ve purchased a training package, or before you’ve completed one, no refunds will be given, and the package or remaining training is not transferable to another canine. Evaluation fees will be deducted from the cost of any training package when purchased within 24hr from your evaluation.
Product returns: If the original product has a manufacturer defect or is damaged, you received the wrong product or an item is missing from your order, contact the K9-INDIGO immediately. A missing or defective item must be reported within 24 hours of pick-up at K9-INDIGO® headquarters or receipt of shipment. No missing product replacement after 24 hours. With prior written authorization within ten business days of the purchase only, a problem product can be returned and exchanged—no product returns or exchanges after ten business days.
Any returns sent to us without prior written authorization will not be accepted. Returned items are subject to inspection. Returned products may not be altered in any way or used, and all parts, pieces, inserts, printed materials, and the original product packaging must be returned in the original condition.
We reserve the right to deny returns or exchanges on the same products purchased and returned more than once. Returns that do not meet our return, refund, and Exchange Policy criteria will not qualify for return or exchange and may be returned at the client’s expense or destroyed upon request or approval.
We recommended that you choose a method of shipping with tracking and insurance. We are not responsible for any return packages that may be damaged or lost in transit. No refunds or credits on shipping and handling costs. Once an item has shipped and a tracking number has been provided, it is the responsibility of the client to track their package and contact the shipping agent for additional shipping details.