Refund & Returns

This policy explains when you can cancel, return or get a refund. It works alongside our Terms and Conditions. Because we sell digital content and personal services rather than physical goods, the rules differ for each, so we set them out separately below.

Overview

• Digital guides: a 14 day EU right of withdrawal applies, with one important exception explained below.
• Training services: cancellation and rescheduling terms apply, based on how much notice you give.
• We want you treated fairly. If something has genuinely gone wrong, tell us and we will put it right.

Digital guides

Our guides are digital content supplied online, not physical products, so there is nothing to post back. The rules below come from EU consumer law and apply to consumers in the EU.

Your right of withdrawal

As an EU consumer you normally have 14 days to withdraw from an online purchase without giving a reason. For a digital guide this period starts on the day the contract is made.

The exception for digital content supplied immediately

Under EU law, the right of withdrawal does not apply to digital content delivered immediately once you have given your express consent and acknowledged that you lose the right of withdrawal once the book is opened.

At checkout you tick one box that confirms both points, and you cannot pay without ticking it. Once you give that consent and the guide is made available to you, the 14 day right no longer applies and the sale is final. If you have not yet opened the book, you may still withdraw within the 14 day period and we will refund you in full.

This exception does not affect your separate right to a remedy if a guide is faulty, not as described, or cannot be accessed because of a problem on our side.

Training services: cancellation and rescheduling

Plans change, and so do dogs. Our aim is to be flexible while protecting reserved time.

• For a booked paid session, please give at least 48 hours notice to cancel or reschedule. With that notice you can move the session or receive your money back.
• With less than 48 hours notice, or a no-show, the session may be charged in full to cover the reserved time.
• For a multi-session programme, unused sessions can be moved within a reasonable window or refunded on a pro-rata basis if you have not completed the programme. Where a programme is partly delivered, we refund the value of the sessions not yet held.
• If we have to cancel or move a session, we will offer you a new time or your money back for that session.

Group sessions, walks and events

• Places are limited, so please give at least 48 hours notice to move or cancel a booked place. With that notice you can transfer to another date or have your money back.
• With less notice, or a no-show, the place may be charged, because it could not be offered to somebody else.
• If we cancel or postpone for weather, safety, illness or numbers, you can move to another date or take your money back. That choice is yours, not ours.
• If a group format turns out not to suit your dog, tell us. We would rather move you to a one to one session than have a dog struggle, and we will credit what you have paid against it.

Bundles and the Collection

Where guides are bought together at a bundle price, the withdrawal rules in this policy apply to the bundle as a whole. If you have accessed one guide in a bundle, the exception above applies to that guide, and any refund is calculated on the guides you have not accessed, valued at the bundle rate rather than the single price.

How refunds are paid

• Refunds go back to the original payment method. We cannot send a refund somewhere else.
• We aim to process an approved refund within 14 days of agreeing it. How quickly it appears after that is up to your bank or card issuer.
• We refund in the currency you paid. We are not responsible for a difference caused by exchange rates or by your own bank’s fees.

If you think a charge is wrong, please contact us before raising a chargeback with your bank. A chargeback opened without contacting us first takes longer to resolve for everyone, and while it is open we may suspend access to a guide until it is settled.

How to request a refund or change

Email info@locusdogclub.com or send a message via the contact page with your name, what you bought and your order reference. We aim to reply within a few working days. Approved refunds go back to your original payment method, normally within 14 days.

Contact

Questions about a refund or a booking? Email info@locusdogclub.com or call +34 644 404 754.

Want to start fresh with your dog? See where to start or get in touch.