Refund & Cancellation Policy

Training packages are non-refundable once started.

The package price covers not only the training sessions but also preparation time, travel, training materials, handouts, clickers where provided, and ongoing support.

If you are unable to complete your sessions, any remaining sessions are forfeited.

All grooming appointments are non-refundable once booked.

We ask for a minimum of 24 hours' notice to reschedule a grooming appointment.

Appointments cancelled with less than 24 hours' notice or missed appointments will be charged in full.

Customers must arrive on time for their agreed drop-off appointment. If a customer is late dropping their dog off and there is no longer enough time to safely complete the groom before the next appointment, Puppy Perfect® may need to reschedule the appointment.

In this case, the original grooming fee remains non-refundable and a £15 late fee will apply before the appointment can be rescheduled.

If the £15 late fee is not paid, the appointment will not be rescheduled and the original grooming fee will be retained.

Customers must also collect their dog at the agreed collection time once they have been notified that their dog is ready. Late collection may result in a £15 late pick-up fee.

This fee covers additional handling time, staff time, disruption to the grooming schedule and the safe care of the dog while waiting to be collected.

If a dog cannot be safely groomed due to behaviour, including aggression, extreme anxiety, excessive stress or unsafe handling, the session may be stopped early. In this case, the full grooming fee will still apply due to time, handling and risk involved.

Additional charges may apply for:

• Severely matted coats
• Flea infestations
• Excessive behaviour or handling time

These will always be discussed where possible.

We kindly ask for at least 24 hours' notice for any cancellations or rescheduling.

Appointments cancelled with less than 24 hours' notice will be charged in full.

Rescheduled sessions must be completed within the original agreed timeframe.

Single sessions, including training, walking, grooming, home visits and pet sitting, are non-refundable once booked but may be rescheduled with at least 24 hours' notice.

Walks are charged at full price once scheduled.

If a dog is unavailable at the scheduled time, including no access to the property, the walk will still be charged in full.

Home visits and pet sitting appointments are charged at full price once scheduled.

If access cannot be gained at the agreed visit time, or the pet is unavailable, the appointment will still be charged in full.

At Puppy Perfect®, your dog's safety is our top priority.

During adverse weather, including snow, ice, extreme heat, heavy rain, storms, or unsafe travel conditions, the following may apply:

• Walks may be shortened or adjusted for safety
• Dogs may be returned home early if conditions become unsafe
• Grooming schedules may be adjusted if travel conditions are unsafe
• Home visits or pet sitting times may be adjusted where travel conditions are unsafe

Shortened or adjusted services due to safety concerns are still charged in full, as time, travel and professional care are still provided.

By booking with Puppy Perfect®, you agree to this Refund & Cancellation Policy, including our cancellation, rescheduling, late drop-off and late collection terms.

We aim to be fair, transparent and professional at all times while prioritising the safety, comfort and wellbeing of every dog in our care.