Prepare

• We love meeting our new clients and their pets! Your first session is easy to prep for.
  
• Make sure you’ve filled out your Contract (sent via email) and paid your invoice (sent via email 10 days prior to you appointment). Peek in your spam folder if you haven’t seen them yet!
  
• If your dog or cat is fearful, aggressive, territorial, or is large and jumps on people, please have them behind a gate, in a crate, in the yard, or in another room when we arrive. Once we get settled, we can talk about the best way to have us meet. (We want to make them feel safe and keep ourselves safe, too! )
• Have plenty of bite-size treats on hand.  (We’ll bring some, too! We can’t always accommodate all diets, so if your pet has restrictions, have something they love and can tolerate well.) 
• For Virtual Sessions, set up in a well-lit place where you can have enough space to train your pet on camera. 
• Allow for a 10 minute window for us to arrive from our scheduled start time. Triangle traffic can be pretty bananas. We’ll always make sure that your pet gets our full attention and their full session. (And we’ll always text or call to let you know if something comes up beyond that, though it’s rare!)

• We’ll always do our best to honor your time and investment in us!
• Payment is due 7 days before each booked session. You’ll see an invoice arrive via email with a link to pay online.
• Sessions purchased are good for six months from the date of purchase.
• There are no refunds for services already provided.

We’re a small, locally-owned business and see a limited number of clients each week. We carefully plan each trainer’s schedule and driving route so we can give you our very best. Being thoughtful about rescheduling helps keep our work sustainable — thank you!

If someone is sick

Please reschedule if you or a household member is ill.
There is never a fee for contagious or urgent health-related cancellations. Everyone’s health comes first.

If you need to reschedule for non-medical reasons

Life happens! If you need to make a change, please let us know as soon as you can.

When your appointment is booked, your trainer reserves that time and structures their travel route(s) for the day around your session. Because we serve a wide area, it’s difficult to fill a vacated spot inside 72 hours — when someone else is waiting, they may not be within the same city or available at that time.

For this reason, reschedules or cancellations with less than 72 hours’ notice will forfeit the session or incur up to a full session fee, unless there is a contagious/urgent illness or a true emergency.

We send appointment reminders 12 days and 7 days beforehand to give you plenty of time to adjust if needed. Your thoughtfulness helps our trainers maintain stable schedules and income so we can continue offering high-quality support to our community. (We want to help you and us as much as we can, so our Rescheduling Policy is also sent in automated reminders and is in the Contract you sign with us.)

If you’re not present at the appointment time

If you’re not home or online at the start of your session, we’ll try to reach you via text, phone, and email, and will wait up to 15 minutes in case you can make it! After that window, the session is considered forfeited.

If we need to reschedule

If your consultant ever needs to move an appointment, we’ll let you know as early as possible and get you rescheduled for the soonest available time. (We’ll also only reschedule late for emergent/health-related things.) Your time matters, too!