To cancel or reschedule a booking, please contact us as soon as possible by phone on 07919 997 392 or email at enquiriesbmpawservices@gmail.com.

A cancellation only takes effect once we have replied to confirm it. Please keep our confirmation message for your records.

More than 48 hours' notice: we will refund any payment made in full, or move your booking to another available date at no extra cost.

Less than 48 hours' notice: the £30 deposit is non-refundable. Any remaining balance paid above the deposit may be refunded at our discretion, depending on whether we are able to fill the slot.

Less than 24 hours' notice or no-show: the full session fee is payable. This covers the time set aside for your pet that we are unable to offer to another client at short notice.

Once a package (such as a 5-session puppy class block or 1-to-1 training package) has started, individual missed sessions are not refundable.

Where possible, missed sessions can be rescheduled within the same block if we are given more than 48 hours' notice and there is availability.

For boarding and day care, please give at least 7 days' notice to cancel or shorten your booking for a full refund of any balance paid.

Cancellations made less than 7 days before the start date will forfeit the deposit. Cancellations within 48 hours of the start date may be charged the full booking fee.

Early collection of a pet from boarding or day care does not reduce the agreed fee.

If we ever need to cancel a booking due to illness, an emergency, unsafe weather, or anything else outside our control, we will tell you as soon as possible.

In that case you will always be offered either a full refund of payments made or a reschedule to another suitable date at no extra cost.

We may refuse or end a service if a pet is unwell, aggressive, unsafe to others, or if information provided about them was inaccurate.

In these cases refunds will be handled fairly and proportionally based on the time and care already provided.

Refunds are issued by bank transfer to the original payer within 7 working days of the cancellation being confirmed.

If you paid by another method, we will agree the refund route with you in writing.

If you are worried about a possible cancellation, please get in touch early — we would much rather help you reschedule than have you lose your slot.

Phone: 07919 997 392 · Email: enquiriesbmpawservices@gmail.com