Refund & Cancellation Policy

Effective date: 4 August 2026

At Diverse Dogs we want you to be happy with our
services. This policy explains when you can reschedule, cancel or
request a refund for our services — Private Training
Lessons, The Day Out, Dog Trainer
Certification and Breaths & Barks
Retreats. It forms part of our Terms & Conditions.

This policy sits alongside your rights under the Australian
Consumer Law — it does not replace them. It forms part of our Terms
& Conditions.

1. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be
excluded under the Australian Consumer Law — including that our
services are provided with due care and skill, are fit for any purpose
we’ve agreed with you, and are supplied within a reasonable time.
Nothing in this policy limits, excludes or removes those
rights. If we don’t meet a consumer guarantee, you may be
entitled to a remedy under the ACL.

The sections below explain our own approach to change-of-mind
cancellations and rescheduling. These apply in addition to — and never
instead of — your rights under the Australian Consumer Law.

2. General principles

• Because we reserve time, staff, places and (for retreats)
  accommodation and catering for you, cancellations and no-shows are
  subject to the rules below.

• We do not give refunds for change of mind. Where
  we offer rescheduling or a discretionary credit, that is in addition to
  your ACL rights, not a substitute for them.

• Deposits cover the cost of holding your booking, planning and
  administration. Where required by the ACL, deposits remain
  refundable.

• Refunds (where due) are made to your original payment method
  unless we agree otherwise (see section 9 for buy now, pay later
  payments).

• To request a reschedule, cancellation or refund, contact us as
  early as possible using the details in section 10.

3. Private Training Lessons

• 24 hours’ notice or more: we will reschedule
  your session at no charge. Sessions are reschedule-only — they are not
  refundable for change of mind.

• Less than 24 hours’ notice, or a no-show: the
  session is forfeited and is not refundable, because the time was
  reserved for you. We may make an exception at our discretion.

• You may reschedule a session once. Rescheduled sessions and
  lesson packages must be used within 6 months.

• Unused lessons in a package are not refundable for change of
  mind. At our discretion we may allow remaining lessons to be transferred
  or used later.

• Your ACL rights still apply — for example, if we
  fail to provide a lesson with due care and skill.

4. The Day Out

• 24 hours’ notice or more: we will reschedule the
  day at no charge. The Day Out is reschedule-only — it is not refundable
  for change of mind.

• Less than 24 hours’ notice, or a no-show at
  collection: the day is forfeited and is not refundable, because
  the time and place were reserved for you. We may make an exception at
  our discretion.

• If we cancel or cut a Day Out short for safety or welfare
  reasons: you’ll receive a full or pro-rata refund for the
  portion not provided.

• If your dog is turned away on the day because it
  is unwell, not vaccinated, or presents an undisclosed safety risk, the
  day may be treated as booked and non-refundable, as the time was
  reserved for you.

• Your ACL rights still apply.

5. Dog Trainer Certification

7-day risk-free period

We want you to enrol with confidence. If you decide the course isn’t
right for you, you may withdraw in writing within 7 days of the
course start date and receive a full
refund.

After the 7-day period

• Once the 7-day risk-free period ends, course fees are
  generally non-refundable, except where required by the ACL (for
  example, a major failure to provide the course with due care and
  skill).

• At our discretion, we may approve a refund or a pro-rata credit
  toward a future intake for genuine, documented circumstances (such as
  serious illness). This is offered in addition to your ACL
  rights.

6. Breaths & Barks Retreats

Each retreat is advertised individually, and the fee, payment terms
and any amount payable to secure your place are set out for that
retreat. Because we commit to venue, accommodation, catering and
planning costs in advance, the following cancellation fees apply to the
total retreat fee if you cancel:

• 30 days or more before the start date: a
  cancellation fee of 20% of the total retreat fee applies; the balance is
  refunded.

• 14 to 29 days before the start date: a
  cancellation fee of 50% of the total retreat fee applies.

• Fewer than 14 days before, or a no-show: a
  cancellation fee of 100% applies (no refund), as your place,
  accommodation and catering are reserved and generally cannot be
  resold.

• Transfers: with at least 14 days’ notice you may
  transfer your place to another suitable person, or to a future retreat,
  subject to availability.

• If we cancel the retreat: you may choose a full
  refund of amounts paid or a transfer to a future date. We are not
  responsible for your travel or other costs, except as required by the
  ACL.

• Your ACL rights still apply.

7. Board & Train

Each Board & Train program is quoted individually, and the fee,
payment terms and any amount payable to secure your booking are set out
for that program. Because a program reserves a block of our trainers’
time and boarding capacity, the following cancellation fees apply to the
total program fee if you cancel:

• 14 days or more before the start date: a
  cancellation fee of 20% of the total program fee applies; the balance is
  refunded.

• 7 to 13 days before the start date: a
  cancellation fee of 50% of the total program fee applies.

• Fewer than 7 days before, or a no-show at
  drop-off: a cancellation fee of 100% applies (no refund), as
  the time and boarding place are reserved for your dog.

• Transfers: with at least 7 days’ notice you may
  transfer your booking to a future program, subject to
  availability.

• If we cancel or cut a program short for safety or welfare
  reasons: you’ll receive a full or pro-rata refund for the
  portion not provided.

• Your ACL rights still apply.

8. If we need to cancel or reschedule

If we cancel or reschedule any service (for example due to illness,
weather or events beyond our control), we’ll offer you a suitable
alternative time or a full refund for the part of the service not
provided. We’re not responsible for other costs you may incur, except as
required by the ACL.

9. How refunds are processed

• Approved refunds are made to the original payment method used for
  the booking.

• Buy now, pay later payments: where you paid
  using a third-party buy now, pay later provider, we process the refund
  back through that provider to your account with them. The provider then
  adjusts your balance or instalments under its own terms. Any interest,
  late fees or account fees charged by the provider are between you and
  that provider; please contact them directly.

• Please allow 5–10 business days for a refund to appear, depending
  on your payment provider.

• We do not charge a fee to process a valid refund.

10. How to contact us

To reschedule, cancel or request a refund, or if you have any concern
about a service, please contact us as soon as possible — we’ll always
try to find a fair solution:

Email: enquiries@diversedogs.com.au

Phone: 0491 112 063

Business: Diverse Dogs Pty Ltd (ABN 29 656 858 990),
trading as “Diverse Dogs”

More information about your consumer rights is available from the
ACCC at www.accc.gov.au.