All new clients begin with an initial consultation to determine if our trainers are a good match for your needs. During this meet and greet, trainers will review your training goals, assess your dog's motivations and sensitivities, discuss training equipment, and cover the basics of behavior and learning theory, in addition to answering any questions you have.
Private lessons are scheduled for the same recurring day and time at a frequency agreed to by the client and trainer (usually weekly) prior to booking. As our trainers must commute to different sites for each private lesson, we ask our clients to be flexible with the start time. Our trainers will make every effort to arrive at the scheduled time, but please understand that this is not always possible with traffic in the Bay Area.
Pawgress reciprocates your scheduling flexibility with a generous cancellation policy. We understand that you may experience last minute circumstances that prevent you from attending lessons as scheduled. As our trainers are often booked weeks in advance, we ask our clients to give as much notice as possible if a cancellation is needed. However, a fee is not charged for your first cancellation, unless your trainer is already in transit to your lesson. Cancellations after a trainer is already in transit to your lesson, or excessive cancellations (more than one cancellation in a single pack of lessons), will incur a cancellation fee equal to the value of one lesson.
PAYMENT & REFUNDS
Lessons are available for purchase either individually or as discounted packs of four. Payment is due in full prior to booking services. A client will not be added to a trainer’s schedule until full payment has been received. Accepted methods of payment are cash, check, and Venmo. Bounced checks will incur a $40 fee. Partial or full refunds are not available once the first lesson in a pack of lessons has been canceled or used. Single lessons are non-refundable.
TRANSFERS & EXPIRATIONS
Single lessons expire and are forfeited 90 days from the purchase date. Lessons purchased as a pack expire and are forfeited 90 days from the date the first lesson in the pack is used. Lessons are non-transferrable without prior written approval from Pawgress. Transfer requests may not be granted unless the recipient maintains the lesson schedule of the original lesson purchaser.
During lessons, all clients receive an explanation and demonstration of training exercises, in addition to the opportunity to practice exercises with the trainer present. When applicable, trainers will follow-up lessons with courtesy emails that include step-by-step instructions on how to continue practicing exercises between lessons, in addition to any supplemental information the trainer considers to be helpful. Our trainers are also available to answer your questions between scheduled lessons, within reason. Non-urgent questions may be emailed to your trainer between lessons; please allow three business days for a response. Time sensitive questions may be texted to your trainer between lessons; please understand that trainers are often driving or are teaching lessons and may not be immediately available to respond. Trainers are not available to respond to questions outside normal business hours. For all medical and nutrition-related questions and/or emergencies, please consult with your veterinarian.