Refund Policy

This Refund Policy outlines the terms and conditions for cancellations, refunds and credits for all 100%K9 services and products. We are committed to fair and transparent refund practices in accordance with New Zealand consumer law.

One-on-One Training Sessions

Individual training sessions may be cancelled or rescheduled subject to the following terms:

• 48+ hours notice: Full refund to original payment method, or session credit for future use
• Less than 48 hours notice: 50% cancellation fee applies; remaining 50% refunded or credited
• No-show without notice: 75% cancellation fee applies; remaining 25% refunded or credited

Session credits are valid for 12 months from the original booking date and may be used for any training service of equal or lesser value.

Group Programmes and Classes

Group programmes including puppy classes, obedience programmes and workshops are subject to the following refund terms:

• 7+ days before programme start: Full refund to original payment method
• 3-6 days before programme start: 50% refund, or full credit toward a future programme
• Less than 48 hours or after programme has started: No refund available, however your spot may be transferred to another participant or household member

Minimum Enrolment

Group classes require minimum enrolment numbers to proceed. If a class does not reach minimum numbers, we will offer you the choice of:

• Full refund to original payment method
• Transfer to the next available class date
• Credit toward private training sessions

Programme Rescheduling

In the event we need to reschedule a programme date, we will provide at least 48 hours notice where possible. If the new date does not suit, you may request a full refund or credit.

Homestay and Board-and-Train Programmes

Residential training programmes require significant preparation and resource allocation. The following cancellation terms apply:

• 7+ days before check-in: Full refund less the non-refundable deposit (typically 20% of programme cost)
• 3-6 days before check-in: 50% refund
• Less than 48 hours before check-in: 75% cancellation fee applies
• No-show without notice: 80% cancellation fee applies

Early collection of your dog from a board-and-train programme does not entitle you to a pro-rata refund unless agreed in writing beforehand.

Retail Products

We accept returns and provide refunds for retail products under the following conditions:

Change of Mind Returns

• Products may be returned within 14 days of purchase if unused and in original packaging
• Customer is responsible for return shipping costs
• Refund will be processed within 5-10 business days of receiving the returned item

Faulty or Defective Products

• Faulty items will be replaced or refunded in accordance with the Consumer Guarantees Act 1993
• Please contact us within 7 days of receiving a faulty product
• We will cover return shipping costs for confirmed faulty items

Late Payment

For services where payment is overdue:

• A $20 administration fee applies to accounts more than 5 days overdue
• Interest of 15% per annum accrues on overdue balances after 5 days
• Services will be suspended until the outstanding balance is cleared
• We reserve the right to refer overdue accounts to a debt collection agency

Refund Processing

• Refunds are processed within 5-10 business days of approval
• Refunds are issued to the original payment method
• Bank processing may take an additional 3-5 business days
• Email confirmation is sent when your refund is processed

Circumstances Beyond Our Control

Full refunds or credits will be provided if sessions must be cancelled due to:

• Trainer illness or emergency
• Extreme weather conditions that make training unsafe
• Government restrictions or lockdowns
• Other force majeure events

Consumer Guarantees Act

Nothing in this refund policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993 (NZ). Our services come with guarantees that cannot be excluded under New Zealand consumer law. You are entitled to a remedy if services are not carried out with reasonable care and skill, or are not fit for purpose.

Disputes

If you are not satisfied with our services or a refund decision, please contact us at training@100percentk9.co.nz within 7 days. We are committed to resolving any issues fairly and promptly.

Contact Us

For refund requests or questions about this policy:

• Email: training@100percentk9.co.nz
• Phone: 02040812829