Booking & Cancellation Policy.

Cancel at least 24 hours before your scheduled start time and your reserved package class credits will be restored in full. You may also request a new available date or time at no class-credit penalty. A returned class credit is not an automatic cash refund of a prepaid package.

For a cancellation less than 24 hours before the appointment, one 45-minute class credit is forfeited per booking. A 45-minute booking therefore costs one credit; for a 90-minute booking originally using two credits, one credit is forfeited and the other is returned. For a single class paid separately, the late-cancellation charge is the price of one 45-minute class; any applicable difference for a longer booking is reviewed before refund. No-shows are treated as late cancellations.

Last-minute rescheduling is by request only and depends on availability and our approval. It is not guaranteed. Please contact Z&M K9 directly as soon as possible. If no suitable alternative can be agreed and the appointment is cancelled within 24 hours, the late-cancellation rule applies. Online self-service changes close 24 hours before the appointment.

One complimentary 20-minute Behaviour Assessment is offered per new client, at our location — 38 Dan Leckie Way, Toronto, Ontario M5V 2V6. All requests require approval. If you cancel less than 24 hours before the assessment, arrive too late to complete it, or do not attend, your free assessment privilege is forfeited. You will not be eligible to book a second free assessment; paid training classes or consultations remain available. If you need to reschedule at least 24 hours in advance, contact us to arrange an alternative subject to availability.

One 45-minute class uses one package credit. One 90-minute appointment uses two credits. Each booking must have a unique record so credits cannot be charged or refunded twice. Contact Z&M K9 to check package balances, purchases, credit restoration and booking history. If you choose to pay in cash, payment is due before your session starts.

Validity begins on the date of purchase. Four-class packages expire after 1 calendar month, eight-class packages after 2 months, sixteen-class packages after 5 months, and thirty-two-class packages after 10 months. Any unused class credits expire when the package term ends, subject to applicable law. Please book regularly to maintain training consistency. Check your package expiry in your client account. Book your package sessions and check your remaining classes anytime in your client account. Expiry reminders are not currently automated.

Requesting a start date does not reserve a Board & Train stay. We confirm program length, dog suitability, and availability before acceptance. A 50% deposit is required to secure a confirmed stay. Board & Train deposit cancellation terms are confirmed separately before payment and are not covered by the private-class credit rules above.