Refund Policy

Last updated: November 2026

We want you and your pet to be happy with your purchase. Here's how refunds and cancellations work.

Digital guides

Digital guides are delivered immediately as downloadable content. By completing your purchase, you agree that delivery begins straight away and that you lose your right of withdrawal once the guide has been sent. If a file is faulty or you didn't receive it, email us and we'll fix it or refund you.

Personalised training plans

• Before we start your plan: full refund on request.
• After your plan has been delivered: we don't offer refunds, because the plan was written specifically for your pet. We will gladly answer questions and make reasonable adjustments.

Live video consultations

• Cancelled 24 hours or more before your session: full refund or free rescheduling.
• Cancelled less than 24 hours before, or missed: no refund, but we'll try to offer one rescheduled session.
• If we have to cancel: you can choose a full refund or a new time.

Programs

Programs can be refunded in full before the first plan or session is delivered. After that, we refund unused live sessions on a pro-rata basis. Plans already delivered are non-refundable.

Your statutory rights (EU)

If you are a consumer in the EU, you normally have a 14-day right of withdrawal for services. By asking us to start your service within that period, you agree that we can begin straight away. If you withdraw after we have started, you will pay for the part already provided. Once a service has been fully performed, the right of withdrawal no longer applies.

How to request a refund

Email email with the email address you used at checkout and the package name. Approved refunds go back to your original payment method through Stripe, usually within 5–10 business days.