In our 1:1 training programs, we provide support via WhatsApp/Email to assist with training-related queries, feedback on training videos, and general questions. This service is client-initiated, meaning you should reach out as necessary. Please note, due to the nature of our work, support does not include phone calls unless agreed. Responses may take up to 72 hours, focusing on training and behaviour issues pertinent to our sessions. We encourage the sharing of training videos (up to 3 minutes) for specific feedback. To ensure fair access for all clients, we adhere to a fair usage policy, and excessive use may prompt a review of the service. Our team is committed to guiding conversations in a relevant and professional manner, and we expect respectful communication from all clients. This service does not encompass proactive follow-up by our team, and misuse may lead to termination of the service. By utilising this service, you agree to comply with these fair use guidelines, ensuring effective and equitable support for all clients.

We may take photos and videos of your dog during training sessions for use in media and advertising. These materials may be featured on various platforms, including our website, YouTube, Facebook, Instagram, and other social media channels. Please tell us if you don't want this to happen

For our one-to-one programs, you have the flexibility to cancel within 14 days of booking, provided that your first appointment isn't scheduled within 7 days of the cancellation.

In such cases, the full fee will be refunded. If you cancel after 14 days of booking or within 7 days of your first consultation, the cost of the first consultation will be forfeited in full.

Should you need to change an appointment, requests must be made for 48 hours prior to the scheduled session.

Cancellations within 48 hours of an appointment will mean that no replacement session will be offered.

Refunds

Refunds for sessions not used may be available for a refund if the circumstances deem it appropriate.

If you simply change your mind, or disagree with the training methods without evidence of wrong doing, then there will be no refund of unused sessions.

Programs - once the program has begun, there will be no refund available, unless agreed. (Extenuating circumstances only).

When a refund has been agreed, it will be calculated based on the full cost of the sessions already used. (Without the program discount).

For example, if you sign up for a three session package at £350 and request a refund after 2 sessions, assuming you cancel future sessions with at least 48 hours' notice, you will be charged the full standalone price for those 2 sessions (assessment cost £170, plus full single session (£75 cost plus admin fee of £10 GBP). The assessment costs £170 as a standalone session, and each follow-up session costs £75. Therefore, for 2 sessions, you would be charged £170 + £75 + £10 = £255

In extenuating circumstance, Rovers Return may cancel or change an appointment without notice.

As much notice will be given as possible when we have to cancel. This will be in extenuating circumstances only

Subscription payments. After the initial payment of the assessment (170) two further payments will be taken from your card automatically. (30 days after setup, then another 30 days after that). The minimum contract for the subscription is two months. The program may finish before the payments have been completed. There is no need to cancel, the payments will end after two months. If you cancel the payment before the end, the total cost of the remaining sessions will be requested, plus an admin fee of ten GBP.