Effective Date: 05/10/2024

1. Introduction

At NeMo Training Academy (NTA), we strive to facilitate a smooth and transparent experience for Dog Owners booking services with our NeMo-accredited Dog Trainers. This Refund Policy outlines the terms and conditions under which refunds may be issued for services booked through our Platform.

2. General Refund Policy

2.1 Role of NTA

• Intermediary Platform: NTA acts solely as an intermediary connecting Dog Owners with independent Dog Trainers. We do not provide training services directly.
• No Direct Refunds: NTA does not issue refunds directly to Dog Owners. All refund requests must be directed to and handled by the Dog Trainer with whom you have booked services.

2.2 Dog Trainer’s Refund Policy

• Individual Policies: Each Dog Trainer may have their own refund and cancellation policies, which may vary from trainer to trainer.
• Availability of Policy: Dog Trainers are responsible for making their refund and cancellation policies available to Dog Owners prior to booking.
• Acceptance: By booking a service, you agree to be bound by the Dog Trainer’s refund and cancellation policy.

3. Cancellations and Refunds

3.1 Cancellations by Dog Owners

• Before Payment:
  • Cancellation Permitted: If you have initiated a booking but have not yet completed payment, you may cancel the booking without any penalties.
• After Payment:
  • Subject to Trainer’s Policy: Once payment has been made, any cancellations and refund requests are subject to the Dog Trainer’s individual refund policy.
  • Action Required: To request a cancellation or refund, you must contact the Dog Trainer directly using the contact information provided on their profile or your booking confirmation.
• No-Shows:
  • Non-Refundable: Failure to attend a scheduled training session without providing the notice required by the Dog Trainer’s policy (“No-Show”) generally results in forfeiture of the payment.

3.2 Cancellations by Dog Trainers

• Notification:
  • Prompt Communication: If a Dog Trainer needs to cancel a scheduled session, they are required to notify you as soon as possible.
• Options Available:
  • Rescheduling: You may choose to reschedule the session at a mutually agreeable time.
  • Full Refund: Alternatively, you may request a full refund from the Dog Trainer.

4. Refund Request Procedure

4.1 Steps to Request a Refund

1. Review the Trainer’s Policy:
   • Carefully read the Dog Trainer’s refund and cancellation policy to understand your eligibility for a refund.
2. Contact the Dog Trainer:
   • Reach out directly to the Dog Trainer using the contact details provided in your booking confirmation or on their NTA profile.
3. Provide Necessary Details:
   • Include your booking reference number, date and time of the scheduled session, and the reason for your cancellation or refund request.
4. Await Response:
   • Allow the Dog Trainer a reasonable amount of time to respond and process your request according to their policy.

4.2 Escalation to NTA

• When to Escalate:
  • If you do not receive a response from the Dog Trainer within a reasonable timeframe or are unable to resolve the issue directly, you may contact NTA for assistance.
• Contact Information:
  • Email: enquiries@nemotrainingacademy.co.uk
• Limitations:
  • NTA will assist in facilitating communication but is not responsible for issuing refunds.

5. Payment and Refund Processing

5.1 Payment Methods

• Secure Transactions: All payments are processed securely through our third-party payment processor.
• Authorization: By completing a booking, you authorize the charge to your selected payment method for the total amount due.

5.2 Refund Processing Time

• Variable Timeframes: Refund processing times may vary depending on the Dog Trainer’s policy and your payment method.
• Estimated Duration: Typically, refunds are processed within 5-10 business days after the Dog Trainer approves the refund.

5.3 Transaction Fees

• Non-Refundable Fees: Any transaction fees or payment processing charges may not be refundable, subject to the Dog Trainer’s policy.

6. Special Circumstances

6.1 Late Cancellations

• Policy Enforcement: Cancellations made outside the timeframe specified in the Dog Trainer’s policy may not be eligible for a refund.
• Partial Refunds: Some Dog Trainers may offer partial refunds for late cancellations at their discretion.

6.2 Rescheduling Sessions

• Flexibility: If you need to change the date or time of a session, contact the Dog Trainer as soon as possible.
• Approval Required: Rescheduling is subject to the Dog Trainer’s availability and discretion.

6.3 Exceptional Situations

• Emergencies: In cases of emergencies or unforeseen circumstances, you may discuss alternative arrangements with the Dog Trainer.
• Documentation: The Dog Trainer may require supporting documentation (e.g., medical certificate) to consider exceptions to their refund policy.

7. Responsibilities and Acknowledgements

7.1 Dog Owner’s Responsibility

• Due Diligence: It is your responsibility to review and understand the Dog Trainer’s refund and cancellation policy before making a booking.
• Communication: Maintain open communication with the Dog Trainer regarding any changes or issues related to your booking.

7.2 Acknowledgement of Trainer Independence

• Independent Contractors: Dog Trainers are independent contractors and are not employees or agents of NTA.
• Policy Variations: Refund and cancellation policies may vary between Dog Trainers.

8. Limitations of Liability

8.1 NTA’s Liability

• No Direct Liability: NTA is not liable for any disputes or disagreements regarding refunds between Dog Owners and Dog Trainers.
• Facilitation Role: Our role is limited to facilitating the booking process and providing a platform for Dog Owners and Dog Trainers to connect.

8.2 Indirect Damages

• Exclusion of Damages: NTA is not responsible for any indirect, incidental, special, or consequential damages arising out of or in connection with refund disputes.

9. Changes to This Refund Policy

9.1 Right to Modify

• Policy Updates: NTA reserves the right to update or modify this Refund Policy at any time.
• Effective Date: Changes will become effective upon posting on our Platform.

9.2 Notification of Changes

• Advance Notice: We will provide notice of significant changes via email or through prominent notices on our Platform.
• Continued Use: Your continued use of the Platform after changes are made constitutes your acceptance of the new Refund Policy.

10. Contact Information

For questions, concerns, or assistance regarding this Refund Policy, please contact:

NeMo Training Academy
Hillcrest, Markham Road
Tuxford, England, NG22 0NP
Email: enquiries@nemotrainingacademy.co.uk

By proceeding with a booking through NeMo Training Academy, you acknowledge that you have read, understood, and agree to this Refund Policy.