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CANCELLATION POLICY

1. Effective Communication

  • All cancellations must be made via WhatsApp directly to the designated staff member or the Founder.
     

  • Any other form of communication (email, SMS, voicemail etc) will not be considered valid.

General Notice Period

  • At least 24 hours notice is required for all cancellations unless otherwise stated in the department specific policies.
     

  • Late cancellations or no-shows may incur a fee or forfeit of session.

Repeat Cancellations

  • Clients who cancel with insufficient notice on more than two occasions within a rolling 6 week period may be asked to prepay or risk removal from the schedule.
     

  • Late cancellations or no-shows may incur a fee or forfeit of session.

2. Department Specific Policies

Top Tails Dogs (TTD)

Services: Dog Walking, Dog Training, Behavioural Consultations.
 

  • Notice Period: Minimum of 24 hours via WhatsApp.
     

  • Late Cancellation Fee: Full charge  unless the slot can be filled.
     

  • Package Sessions: Missed or late cancelled sessions are deducted from the package with no refund.
     

  • Emergency Exceptions: At the discretion of the trainer/walker.

Top Tails Foundation (TTF)

Services: Animal Assisted Therapy, School/Care Home Visits, Community Programmes.
 

  • Free Sessions: Cancellation must still be communicated via WhatsApp.
     

  • Repeat Cancellations: May result in the withdrawal of the free service.
     

  • Partnership Programmes: 48 hours notice preferred for group-based activities to allow re-scheduling or reallocation.

Irwin Sharp Therapeutic Solutions (ISTS)

Services: Private Counselling, Psychotherapy, Cynophobia Therapy, Autism/ADHD Support.
 

  • Notice Period: Minimum 24 hours via WhatsApp.
     

  • Late Cancellation Fee: £25 per missed session unless rebooked immediately.
     

  • No-Shows:Charged at full session rate.
     

  • Ongoing Therapy Clients: After two late cancellations, clients may loose their regular time slot.

3. Optional Client Summary Version 

Top Tails Cancellation Policy (Client Summary)
 

  • All cancellations must be sent by WhatsApp to your Top Tails practitioner or to Brian directly.
     

  • Cancellations by any other means (email, text, call) will NOT be accepted.
     

  • A minimum of 24 hours notice is required to avoid being charged.
     

  • Repeated cancellations may result in service withdrawal or loss of time slot.

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