REFUND, CANCELLATION & MEMBERSHIP POLICY

Newquay Dog Walking Club
Effective Date: 01.01.26

1. Overview.
   Newquay Dog Walking Club operates a limited-capacity structured dog walking service. By confirming a booking or subscribing to membership, you agree to the terms set out below.

2. Service Types.
   We offer:

   a) Monthly rolling small-group memberships.

   b) Premium private walks.

   c) One-off ad hoc double bookings on the same day subject to availability.

3. Booking Confirmation.

   A booking or membership is confirmed only once written confirmation has been issued and payment has been received via Stripe or agreed method. No space is reserved without payment.

4. Monthly Rolling Membership.
   Membership secures fixed weekly walk days and renews automatically each month via Stripe subscription unless cancelled in accordance with this policy.

5. Billing Cycle.
   Membership fees are charged monthly in advance on the agreed billing date. Payment secures reserved weekly capacity for that month.

6. Membership Cancellation Notice.
   A minimum of 21 days’ written notice prior to the next billing date is required to cancel a rolling membership. Cancellation requests must be sent via email to hello@newquaydogwalkingclub.com and are only valid once confirmed in writing.

7. Late Membership Cancellation.
   If cancellation notice is received less than 21 days before the next billing date, the upcoming month will be charged in full and is non-refundable due to reserved capacity.

8. Temporary Pauses.
   Membership pauses are not guaranteed and are subject to availability. Reserved spaces cannot be held without payment unless agreed in advance in writing.

9. One-Off Bookings.
   One-off walks require a minimum of 24 hours’ notice for cancellation. Cancellations within 24 hours of the scheduled walk are non-refundable.

10. Premium Off-Peak Private Walks.
    Premium private walks require 24 hours’ notice for cancellation. Late cancellations are non-refundable.

11. No Access or No-Show.
    If access to the property is not available at the scheduled collection time and prior notice has not been provided, the walk will be treated as a late cancellation and is non-refundable.

12. Behavioural Disclosure.
    Owners must fully disclose any behavioural issues including aggression, reactivity, separation distress or bite history prior to booking.

13. Undisclosed Behaviour.
    If a dog displays aggressive or dangerous behaviour that was not disclosed, we reserve the right to immediately withdraw services. In such cases, no refund will be issued for the current billing period or reserved sessions.

14. Ongoing Behaviour Concerns.
    If behaviour changes and group safety becomes compromised, services may be paused or ended at our discretion. Refunds for unused prepaid sessions are discretionary and may exclude reserved capacity costs.

15. Meet and Greet Assessment.
    All memberships are subject to a successful meet and greet. If services are declined following assessment, any payment taken will be refunded in full.

16. Illness or Emergency (Client).
    Missed walks due to dog illness, holiday or personal circumstances are non-refundable unless agreed in advance.

17. Illness or Emergency (Walker).
    If we cancel a walk due to illness or operational emergency, the session will be rescheduled where possible or credited.

18. Weather Policy.
    Walks operate in most weather conditions. In cases of severe or unsafe weather, walks may be shortened, adapted or rescheduled. This does not automatically entitle the client to a refund.

19. Payment Processing.
    Payments processed via Stripe are subject to Stripe’s processing fees. Where refunds are approved, processing fees may be deducted where applicable.

20. Refund Method.
    Approved refunds will be returned via the original payment method. Stripe refunds are returned to the original card and typically take 5–10 working days depending on banking providers. Cash payments will be refunded via bank transfer only.

21. Reserved Capacity Model.
    As a structured small-group service, each booking or membership secures specific weekly capacity. Refund decisions reflect the impact of lost capacity on the business and other members.

22. Chargebacks.
    Initiating a chargeback without first contacting us to resolve a dispute may result in immediate suspension of services pending investigation.

23. Amendments.
    We reserve the right to amend this policy. The current version will always be available on our website.

24. Contact.
    Cancellation and refund enquiries must be submitted in writing to hello@newquaydogwalkingclub.com.