Policies

BURNABY FACILITY POLICIES:

(For Langley/Abbotsford class policies, please contact Wendy directly)

Registration/Payment:

All services (Group class, Private session, Facility rental etc) must be pre-paid in full at time of registration to complete your booking/registration.

No group class, private session, or facility rental spots will be reserved without pre-payment. 

If you are using our online system and do not process payment at the time of registration, it will time-out and remove your registration.
If you are having difficulty using the online system or paying online or if you do not receive a confirmation e-mail after completing registration, your payment may not have been processed properly – please contact us as soon as possible!

We cannot offer pro-rated classes if you cannot attend some of the class dates. When you register, you are signing up for a spot for the entire class set.

Drop-ins will be considered on a case-by-case basis, only after the start date of the class, if the class is not full.

Cancellations/ Refunds:

CLASSES:

If you need to cancel your registration for any reason, we need to be notified at least 48 hours before of the start of the first class, so we can attempt to fill your spot. You will be issued a refund if we are provided at least 48 hours notice. If we are not notified at least 48 hours before the start of the first scheduled class there will be NO refunds or credits issued.

If, after attending the first class in a session, you are unhappy with that class or feel it is not the right fit for your dog,  please notify us within 24 hours of your attendance at the first scheduled class. We will do our best to move you to another class that is a better fit for you and your dog. (This is dependent upon availability of other classes) or look at issuing a refund or credits. If you notify us of withdraw from the class more than 24 hours of the first class but before the second class, we may still be able to move you to another class, but we will not be able to issue any refunds or credits. There will be no class moves possible after the second scheduled class.

We will no longer hold credits over $25 on file.
Any refunds issued will be less any bank or PayPal fees.
All credits expire 1 year after issue. 

FACILITY RENTALS & PRIVATE SESSIONS:

If you need to cancel your facility rental booking or private session for any reason, we need to be notified at least 24 hours before the scheduled booking. If we are notified at least 24 hours prior to your booking, we can reschedule your booking to another date/time or we can process a refund. If we are not notified at least 24 hours before the scheduled booking there will be NO refunds or credits issued.

Any refunds issued will be less any bank or PayPal fees.
All credits expire 1 year after issue. 

Missed Classes and Make-ups:

We are unable to issue refunds, credits, or make-ups for any missed classes that were originally scheduled.

Due to the variety of classes we run, we are unable to provide make-up classes to students who are unable to attend a class dates that are originally scheduled.

If you know you will miss a class, and you provide us with at least 24 hours advanced notice, the instructor can provide you with some homework ahead of time! If advanced notice is not possible, the instructor may catch you up on what was missed in the following class instead.

If there is an unexpected change in the class schedule on our end, excluding schedule changes due to events out of our control, we will schedule a make-up class. If you are unable to attend the make up class please notify us at least 2 weeks before the class session you will be unable to attend, so that we can provide you with a credit for the single missed class towards future classes. After that time, the system would no longer allow us to process refunds.

If there is an unexpected change in the class schedule due to an event that is out of our control, including but not limited to power outages or extreme weather conditions, we will still schedule a make up class, but cannot offer refunds if you are not able to attend the make up session.

Please note that you must attend at least 4 of 6 classes in a 6-class set (or 3 of 3 classes in a 3-class set) for the class to be considered complete. If you are in a sport class (Agility, Rally, Tricks, Disc etc) you must complete each level before you are able to move on to the next level.

Dog Behaviour

If you have a dog that displays any of the below behaviours, please contact us before signing up for classes, as we need to ensure you are placed in a class that is a good fit for you and your dog.

  • Leash reactivity (barking/pulling/lunging on leash towards other dogs and people)
  • Aggression towards other dogs or people
  • Anxiety/Fear towards other dogs or people
  • Consistent/excessive barking

BARKING:

Because we will have multiple classes running at the same time in our large facility, excessive barking can become VERY disruptive to the other classes and instructors.
As such, we are not able to accomodate excessively barking dogs in our group classes.

We understand, dogs may bark when excited or when playing (in puppy class), which is not as much of a concern.
So for clarity: We consider excessive barking to be barking that is consistent in nature and is not able to be easily stopped with some food, OR barking that is stopped with some food but it happens repeatedly over the course of the class session.

If your dog barks excessively, we request that you please work with a trainer on the barking issues first. Once it is well managed, and you feel confident in your ability to keep your dog from barking disruptively, we are happy to welcome your dog into group classes!
If you need recommendations for such a trainer, please let us know.

If your dog is barking/lunging on leash towards others dogs and you are not able to easily re-direct them with food, you will need to do training on that issue first!
If you need recommendations for such a trainer, please let us know.

MILD REACTIVITY:

We are able to accommodate mildly reactive dogs in our group classes, but only if they have worked with a trainer on these reactivity issues so the dog and handler know how to effectively manage these behaviours in a group class environment.

If you need recommendations for such a trainer, please let us know.

If your dog only has mild dog-reactivity, and may not be comfortable in a group class, we do have private training available (including Agility, Rally, Tricks etc!). Please note that there are multiple classes happening at the same time, so your dog would need to be comfortable with hearing nearby dogs in other training rings. 

AGGRESSION/INTENSE REACTIVITY:

We want your dog to be safe and comfortable, and due to the number of different people and dogs that come/go from our facility and attend classes, we are not able to accomodate for aggressive/highly reactive dogs in our group or private classes.

If you would like help with those behaviours and would like recommendations for a trainer, please let us know.

Dog Equipment

We are Positive Reinforcement Trainers, and we do not allow punitive dog equipment such as prong collars, pinch collars, or e-collars/shock collars to be on any dog at any time while in our training facility (Whether turned on, or not).

We respect that owners may use the equipment of their choice outside of our facility. However, we require that such equipment be completely removed from their dogs before entering our facility, and is not to replace it until they have exited our facility.

We want all dogs and handlers to have a Fun and Positive experience every time they’re in our facility!
If you are interested in more information on positive equipment alternatives, please do not hesitate to contact us!

Flexi-leashes/extending leashes are not appropriate leashes for a class environment. Please be sure to swap to a standard solid  4-6′ leash (i.e. nylon, leather, etc) for class/private training sessions.

Medical Issues/Circumstances

If your dog is ill or injured, please keep them at home and do not bring them to the facility until they are cleared by the vet.

You are still welcome to attend group classes yourself to watch and practice in class without your dog, ONLY IF the illness your pet has is NOT a highly communicable illness or an infectious disease (such as giardia or kennel cough/bordatella), as they can still be transferred from handlers to dogs.

We cannot issue refunds for missed classes/bookings due to dog or handler illness or injury.
However, we may review situations on a case-by-case basis if we are provided with a note from your vet. 

We cannot issue refunds for missed classes due to dogs in heat, or any foreseen medical issue such as a scheduled surgery.

Kennel Cough/Bordatella

If your dog has kennel cough (even suspected – since it is highly contagious we have to act on the safe side) please keep your dog at home until:

  • Your dog has not coughed in 7 days; or
  • They are cleared and deemed no longer contaigous by a vet

While your dog is recovering, we ask that handlers/household members do not attend our facility, even without their dog because there is a risk they could still carry the microbes from their dog into the facility and risk infecting other dogs.

For group classes: If you let us know you will not be in class, the instructor will send you homework for the classes missed!

No refunds are able to be issued for classes missed due to illness, including bordatella.

Bitches in Heat

Bitches in heat are welcome in our facility as long as they are not in standing heat or actively bleeding a lot.

If they are in standing heat or actively bleeding a lot, please leave them at home. However, the handler is welcome to still come to attend group class to learn the material to practice at home with their dog!

Bitches in heat MUST wear panties at all times in the building. And we request zero contact between dogs during this time.

If your dog has not worn panties before, PLEASE work with them at home first so that the dog is comfortable wearing them! You don’t want to come all the way to class to find out that your dog doesn’t want to wear them or spend all your class time trying to get your dog to leave the panties alone instead of working on the class material!

Imported Dogs

If you have imported a dog/puppy from outside Canada or the US, please DO NOT attend our facility until you’ve had the dog for over 2 weeks with no signs of illness. This is to allow for an initial bonding period and health guarantee before attending classes. You must have had the dog home and with no signs of illness for at least 2 weeks before the 1st group class/private class/facility rental. If you signed up for a class, but your dog shows signs of illness please do not attend class the next class, and contact us right away.

Intact Dogs (not spayed or neutered)

We reserve the right to restrict a class to only 1 intact dog per group class session.

Agility & Disc Dog Class Pre-Requisite: 

Dogs must have completed a set of group dog classes (anywhere) prior to registering for these classes.

A “Group Class” is a class where all the dogs are working out on the floor at the same time, around each other. Classes that are one dog at a time (i.e. Nosework, Tracking etc) do not apply.

At least 4 classes must be attended in order to count. (Single 3-session classes do not count).

My dog has good obedience already, do I still need the pre-req?

While we can appreciate some people have done a good job training their dog at home, participating in a group class is a different skill for your dog and has nothing to do with how many tricks your dog can do in your living room. The pre-requisite is required for all dogs, and is in place so that you can get the most out of our Agility or Disc training programs!

If you have any questions about our policies please contact us.

DogWorks Training Inc. 2020