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CASSIDY INGRAM DOG TRAINING LLC
RULES AND POLICIES

UPDATED February 4TH 2024

The below Rules and Policies may be subject to change at any time. Clients with active profiles will be alerted to major or functional changes via email. No alerts will be sent out if changes are made to improve clarity or readability without functionally changing any rules or policies. Opting out of or unsubscribing from marketing emails may prevent you from receiving notices about updates to our rules and policies.

 

1) Temporary Policies

1a) 7-day waiting period

In response to concerns over dog respiratory illness outbreaks we have instituted a mandatory 7 day waiting period for all group activities and services for dogs that have travelled outside of New York State. This includes travel to states where outbreaks have been reported, and travel to states where outbreaks have not been reported.  This is due to reports of outbreaks potentially being delayed, and the possibility of a dog coming into contact with an illness while traveling at locations such as airports and truck stops.

1b) End of Temporary Policies Section

2) General

2a) Terms and Definitions:

CIDT: Cassidy Ingram Dog Training LLC

Handler: a CIDT employee who is providing daycare, walking, or other non-training services, or is assisting a trainer with a training service.

Trainer: a CIDT employee who is providing training services.

Guest: a dog participating in daycare, boarding, or walking services, or a social.

Student: a dog participating in a training service or class.

Owner: a dog’s owner in the traditional sense, or a person or persons who are caring for a dog in the owner’s stead, such as a family member or nanny.

Parent: an owner who is 18 years of age or older.

2b) Office Hours:

10:00am-7:00pm Mondays-Fridays. Email and phone calls are monitored during office hours.

2c) Contact information:

Our preferred communication method for non-urgent matters is email. Please reach out to us at service@cassidyingramdogtraining.com. This is the only email address we monitor; other email addresses you receive communications from us through are automated and should not be contacted.

You may also reach us via phone and text at (646) 328-6374.

Text is our preferred communication method for urgent matters, such as to notify us that you will be late or if you need to cancel an appointment last minute, or if you need to contact us on a weekend outside of regular office hours.

2d) Doors and Gates at our Facility:

Except for entering our front door, please do not open any doors or gates inside our facility unless instructed to do so by a handler. Also, please do not reach over any gates or half walls to interact with the other dogs. All of our guests are temperament tested; however, some guests may have a fear of strangers, or can get over-excited when meeting new people and may react erratically.

2e) Dog Handling Rules:

All dogs entering the facility must either: be leashed with a leash attached to a collar or harness or be securely held by an owner. When dropping off or picking up your dog, you must follow all directions given by trainers and handlers on site in order to ensure a safe transition while gates may be open or other dogs may be mid-transition. Do not unleash, set down, or otherwise release control of your dog unless instructed to do so.

During Group Classes, Private Training, and Socials, CIDT staff may instruct owners to handle their dog in a certain way. These instructions must be followed to the best of all owners’ abilities to ensure a safe, constructive environment for all owners and dogs.

2f) Dog Harness Requirements:

We recommend and prefer all dogs wear a harness for all services that require them to be on leash. CIDT retains the right to require any dog to wear a more secure harness to participate in any service if CIDT determines that a dog’s current harness and/or collar is insufficiently secure for that service.

2g) Client Portal Profile:

In order to be eligible to schedule any service, you must have an active profile for you and for the dog you wish to schedule in our client portal. You may create a profile at https://www.cassidyingramdogtraining.com/client-portal. You may also create a profile over the phone by calling us at (646) 328-6374 during regular Office Hours.

Our client portal works best on computers and requires cookies to function. If you prefer to use a mobile phone, or prefer to keep cookies disabled, you can use our app instead. Please download “Gingr for Pet Parents” from the app store and use our invite code 986606 to link the app to our location. Gingrapp is the company that handles the programing for our portal, so the app has all the same features as the desktop portal.

All new profiles must be confirmed by a team member before reservation requests can be made.

2h) Client Portal Tutorials:

Tutorials on all of the client portal’s functions may be requested via email.

2i) Rates:

Our current rates can be viewed on our website, viewed in the client portal when requesting a reservation, or can be requested via email, call, or text.

2j) Payment Methods and Late Payment Fees:

Our preferred payment method is debit/credit card. We accept cash, check, Visa, Mastercard, American Express, and Discover. By default, payment for most services is due at the end of the day after your dog’s reservation is processed. For these services, if a credit card is saved to your profile, you will automatically be charged for your dog’s reservation. If your card is not saved, or if there is an issue preventing us from charging your card, you will be emailed a link to your invoice instead. If you are opted out of or unsubscribed from system emails, you may be prevented from receiving this email. This invoice is considered due upon being processed. Your open and past invoices can be viewed in the client portal.

Change will not be given for non-exact cash payments. Any cash paid in excess of the amount due will be added to the owner’s account as store credit for use on future services.

For group classes, payment is instead due upon enrollment in the class.

For extended boarding stays, an advance payment equal to 50% of the total estimated cost may be required.

In the event that an invoice is left unpaid, we will reach out to you during a routine check of our open invoices. You will then be given grace period of 10 days to pay that invoice at no penalty. If that invoice remains unpaid past the grace period, your account will be charged a late payment fee equal to 2% of the original amount of the unpaid invoice, up to $50, and will be charged an additional 2% of the original amount of the unpaid invoice, up to $50, each month until the amount due is paid in full. Payments will first be applied to any outstanding late payment fees before being applied to the original invoice. If your invoice remains unpaid for an extended period of time, your balance due may be transferred to a third-party debt collection agency.

2k) Refund Policy:

No refunds will be issued for any completed services. No refunds will be issued for any fees charged due to late cancellation or late pickup as detailed in the relevant sections later in this document. No refunds will be issued if a charge is made to an incorrect payment method due to customer error.

Refunds will not be issued for store credit that has been purchased or otherwise applied to an account.

If a dog is withdrawn from a group class with at least 72 hours’ notice before the start of the first class, the tuition will be refunded in full.

If a boarding stay that required an advance payment is cancelled or shortened to the point where the amount pre-paid is greater than the estimated amount owed for the boarding, a refund equal to the difference, less any relevant cancellation fees, will be given.

Refunds will be issued to correct any erroneous charges made due to errors made by CIDT systems or employees.

Refunds can be granted to cards or as store credit. Refunds will not be paid out in cash.

Refunds to cards may take up to 10 business days to process. In the event that your refund does not appear on your card within 10 business days, please contact us via email, phone, or text so that we can troubleshoot and escalate the status of your refund.

2k) Key Policy:

Owners may choose to release a key to CIDT in order to allow CIDT to provide certain services to them and their dog. By releasing a key to CIDT, an owner agrees to the following: 1) CIDT and their employees have permission to use said key to enter the owner's property to retrieve and/or return the owner's dog(s) as needed as it relates to services rendered. 2) CIDT and their employees are released from any liability that may arise from the release of said key. 3) The owner may request that their key be returned to them at any time, and CIDT will take reasonable actions to return said key to the owner as fast as possible. 4) CIDT and their employees will not themselves attach personal information to any key, however they will not remove personal information already attached when a key is released. 5) The owner attests that they are rightfully able to agree to all of the above on behalf of themselves and any other tennants of the property in question.

3) Health/Medical Status and Records

3a) Required Vaccinations and Treatments:

All dogs participating in group activities, such as daycare, group training, pack walks, and private training involving other dogs must be current on all appropriate vaccinations, including Bordetella, adenovirus, parainfluenza, distemper, parvo, and rabies. All dogs participating in said activities must also be receiving age-appropriate monthly preventative treatments for the control of fleas and ticks.

3b) Required Medical Records:

All dogs participating in any activities that take place inside our daycare facility, such as daycare, boarding, and group classes, must provide us with up-to-date immunization records for Bordetella. Distemper, and Rabies. If your dog has received a Leptospirosis vaccine, we additionally require immunization records for that vaccine. In addition to this, we require an up-to-date and signed rabies certificate. A valid rabies certificate will show detailed information regarding your dog’s rabies vaccination, including lot number, lot expiration date, and vaccination expiration date, as well as a signature or equivalent endorsement from a licensed veterinarian. When your dog receives a booster for any of their immunizations, we require you provide us with their updated records as soon as possible.

3c) Medical Record Exception for Puppies:

Young puppies may be exempt from providing medical records for Puppy Social and Puppy Workshop.

3d) Penalty for Missing or Out of Date Records:

If our copies of your dog’s required medical records are missing or out of date, you may be prohibited from scheduling group activities. Additionally, if our copies of your dog’s records are expired, your dog may be turned away from an existing reservation. In the event that your dog is prohibited from attending an existing reservation due to expired or missing records, you will be charged a Late Cancellation Fee as though you had cancelled your dog’s reservation at the time they were turned away. Please see more regarding Late Cancellation Fees for our various services under that service’s section below.

3e) Spay and Neuter Requirements:

Dogs 6 months and older must be neutered or spayed to participate in daycare or boarding services. This requirement may also be enforced for other group services, such as pack walks and group classes, on a case-by-case basis.

3f) Illness:

If a dog is ill, appears to be ill, is injured, or appears to be injured, they may be barred from participating in any service, to be determined on a case-by-case basis. If a dog is barred from participating in a scheduled service due to illness or injury, any cancellation fees will be waived unless it is determined that the owner had advance knowledge that their dog would be ineligible for the cancelled service and chose not to give us advance notice.

3g) Injury and Emergency:

In the event that a dog is injured or becomes seriously ill, we will attempt to contact the dog’s owner and emergency contact using the information provided in the dog’s profile in our client portal. Depending on the urgency of the situation, we may immediately seek medical attention either from the preferred veterinarian listed on your dog’s profile, or from the nearest available veterinarian.

It is our preference that the owner pays any vet bills accrued by their dog’s visit directly, however in the event that it will result in a dog receiving treatment or care faster, we will instead pay for the vet visit immediately using company funds, then charge the owner an equivalent amount at a later time.

 

4) Scheduling Services

4a) Requesting a reservation:

Requests for daycare, boarding, group classes, and socials can be made through the client portal at https://www.cassidyingramdogtraining.com/client-portal. Detailed instructions for requesting a reservation through the portal may be requested by emailing us at service@cassidyingramdogtraining.com. Reservation requests made through the portal are only requests, they are not considered confirmed until they have been reviewed and accepted by our team. Reservation requests may also be made by emailing us at service@cassidyingramdogtraining.com.

Requests for walks and private training cannot be made through the portal. These requests must be made by emailing us at service@cassidyingramdogtraining.com.

When your reservation is confirmed, you will receive a confirmation email and/or text from our system, unless you have opted out of or unsubscribed from those communications. You can check your dog’s confirmed and unconfirmed appointments through the client portal, or by contacting us.

Reservation requests will be considered in the order they are received.

4b) Minimum notice for scheduling services:

All reservations are considered and accepted in the order they are received. In general, we recommend requesting a reservation one to two weeks in advance and making requests further in advance for highly demanded services, such as overnight boarding on major holidays.

Reservations cannot be requested through the portal later than 12:00pm EST the day before. Please keep in mind that requesting a reservation through the portal does not automatically confirm it, it still needs to be reviewed and accepted by a CIDT team member.

 

5) Daycare and Boarding

5a) Summary:

At daycare, your dog will be permitted free roam of one of two separate play areas, split based on guest energy levels and size. We do not cage or kennel our guests, unless they prefer to sleep in a kennel the way they do at home. Our daycare guests can look forward to several activities both inside and outside the facility, such as playtime with other guests and handlers, chew toy time, basic training games, pack walks, dog park trips, and people watching. Outside of daycare hours, overnight boarding guests are provided with relief walks as needed and monitored by our handlers.

Daycare activities are not organized on a set schedule and are instead adapted to your dog based on factors such as the weather, your dog’s preferences, and your dog’s energy level at each visit.

Overnight boarding guests are permitted to sleep in the open in dog beds or with the handler by default. Kennels are available for dogs boarding overnight upon request.

5b) Capacity:

We schedule our team to maintain a dog-first dog:handler ratio of 8 guests per handler while inside the facility, and 4 guests per handler while outside the facility. Our maximum daytime capacity is 32 guests between the two play areas and all outdoor activities. This capacity may sometimes be reduced due to holidays or extreme weather. Our maximum nighttime capacity is normally 8 guests but may sometimes be increased to 16 guests for high demand dates, such as holidays.

There may be situations where we need to temporarily exceed our regular capacity and/or ratios due to emergency, illness, guests being picked up late, or other unforeseen circumstances.

5c) Hours of Operation:

Full Day Daycare is available from 7:00am to 6:00pm Mondays through Sundays. Morning Half Day Daycare is available from 7:00am to 12:00pm Mondays through Sundays. Afternoon Half Day Daycare is available from 1:00pm to 6:00pm Mondays through Sundays. Brunchtime Special is available from 10:00am to 2:00pm Saturdays and Sundays. Brunchtime special may be offered outside of the weekend during special promotions.

When dropping off your dog for boarding, it is important that your dog participates in some activities on their first day of boarding to prevent frustration at bedtime. For this reason, drop off for boarding is available from 7:00am to 2:00pm Mondays through Sundays.

Pickup for a boarding reservation is available from 7:00am to 6:00pm Mondays through Sundays.

5d) Grooming Services:

Grooming services are only available as add-ons to daycare and boarding services. Grooming services are only available Mondays-Fridays.

Some dogs may fear or refuse grooming services due to past experiences or natural aversion. If a guest refuses a grooming service and CIDT determines that attempting to force the service would be a negative experience for that guest, CIDT reserves the right to cancel that service at no charge.

Brush-out/De-shed: This service reduces dog shedding and matting by using specialized tools and cleaners to gently remove loose hairs.

Teeth Brushing: A simple tooth brushing for your dog. Toothbrushes and tooth paste are provided, however a guest’s personal tooth brush or toothpaste can be used instead at the owner’s request.

5e) Adjusting Reservations and Picking up Early:

Our daily activities and our handlers’ schedules are planned out based on each guests’ scheduled reservations for the day. Sudden changes to a guest’s plans may disrupt those activities or be impossible to accommodate without sufficient notice.

Dropping off a guest partway into their scheduled reservation is always okay. Please note that depending on how far past their scheduled drop off time you drop off your dog, they may miss out on an activity our team had scheduled them to participate in.

Picking a guest up early is always allowed, however please give us at least 1 hour’s notice before you intend to pick your dog up early so we can make sure they are ready at the facility and are not out on an outdoor activity when you arrive.

Our ability to extend a guest’s existing daycare or boarding reservation to begin earlier or end later than originally scheduled is dependent on how great of a change we need to make, and how much advance notice we are given. When requesting to drop off earlier or pick up later than originally scheduled, please give us as much notice as possible so we can adjust our team’s schedules to accommodate you.

5f) What to Bring to Daycare and Boarding

Please bring your dog’s harness if they wear one.

CIDT will provide fresh water and chicken-free dog treats for all guests. If your dog requires a different or specialty treat, please bring that in a labelled baggie and alert us by email before your dog’s stay.

If your dog requires any medications, please bring them and alert us by email or input your dog’s medication instructions to the client portal before your dog’s stay.

Changing a dog’s diet can upset their stomach, so we do not carry our own kibble. If your dog requires any meals during a daycare stay, please pre-portion that meal into a labelled container and inform our staff when they should be fed when you drop them off for their stay. For boarding stays, please bring enough food for your dog’s stay, it is not necessary to pre-portion boarding meals. If you will be travelling during your dog’s boarding stay, we recommend dropping off more food than you expect your dog to need, just in case you are delayed picking them up.

We have our own measuring tools, bowls, and puzzle bowls, so please do not bring your own. We have storage available for food that needs to be kept at room temperature, refrigerated, and frozen.

Do not bring any toys, beds, blankets, or similar items from home as some guests can get protective around these items. We have our own toys, beds, and blankets on-site. There is an exception to this rule for dogs that prefer to sleep in a kennel, you are welcome to bring any items you would like for us to keep in the kennel for them.

5g) Updates, Pictures, and Videos

CIDT will reach out immediately if our team has any concerns regarding your dog, however we do not provide regular updates for daycare and boarding. Parents are always welcome to email or text CIDT to request an update on their dog during their stay. Texting is preferred on weekends.

Pictures and videos of guests and activities are regularly posted to our Instagram at Instagram.com/cassidyingramdogtraining.

5h) Late Evening Pickup:

A guest’s daycare or boarding stay may be extended past 6:00pm to as late as 9:00pm for a $30 fee. Because we are only able to offer an extremely limited number of these extensions, these extensions may not be requested through the portal and must be requested by contacting us directly via email, phone, or text.

On nights that a group class or social is being held, you may be unable to pick your dog up during that event. You will be informed of any restrictions to when you are able to pick up your dog at the time you request late evening pickup.

5i) Holidays:

Our facility is open for daycare and boarding on all major holidays.

5j) Closures:

In the event of extreme weather or emergency, we may need to announce a temporary daycare closure. These announcements will be made via email and text and will be made as far in advance as possible. Every possible effort will be made to prevent these closures from impacting existing boarding reservations.

5k) Test Day:

All of our daycare and boarding guests must be temperament tested with a test day to make sure they’re prepared to handle the unique challenges daycare presents. Test Days are shortened daycare stays held on specific days of the week where our team will introduce the testing guest to our facility, handlers, other guests, and daycare activities to assess their temperament.

The test day requirement may be waived if a dog has conducted training with us that has allowed one of our trainer’s to confidently determine that dog’s temperament is suitable for daycare.

Dog behavior is not 100% predictable or controllable. Even if a dog has passed a test day, that does not mean that there is a zero-percent chance that they will not have any behavioral issues or unpredicted outbursts.

5l) Bite History Policy:

Dogs that have had a bite incident, broken skin, or have a history of other behavioral issues may be barred from attempting a test day. Dogs with concerning behaviors in their history will be reviewed by a trainer to determine their eligibility for a test day on a case-by-case basis.

5m) Recurring Daycare Reservations:

Indefinitely recurring daycare reservations cannot be requested through the portal. These requests must be made via email, call, or text. Recurring daycare reservations will by default include any holidays that they happen to land on.

Individual days in a recurring daycare reservation may be cancelled either via email or through the portal without cancelling the recurring reservation as a whole. In the event that a large number of reservations are cancelled or are set to be cancelled, we may require that the recurring reservation as a whole be cancelled, then be re-created closer to the time that your dog is scheduled to return to daycare.

Overnight boarding reservations must be made individually and cannot be made to recur indefinitely.

5n) Full Time Discount:

A discount of $5 per daycare stay will be applied to all of a guest’s Full Day and Half Day daycare stays if that guest schedules three or more recurring daycare reservations per week. This discount applies to both recurring daycare stays, as well as any daycare stays made in addition to their recurring reservations. This discount will not be applied if a Multi-Pet Discount is already applied to the stay.

For owners with more than one dog, eligibility for this discount is determined on a per dog basis, not based on the household.

This discount does not apply to boarding reservations.

5o) Multi-Pet Discount:

If two or more dogs from the same household attend daycare or boarding together at the same time, a multi-pet discount will be applied to their stay. This discount overrides and replaces any Full Time Discount.

Full Day Daycare will receive a discount of $20 per dog per stay when two or more dogs from the same household stay together.

Half Day Daycare will receive a discount of $5 per dog per stay when two or more dogs from the same household stay together.

Boarding will receive a discount of $20 per dog to the pickup day only when two or more dogs from the same household stay together. The daily rate for days other than the pickup day will not be discounted.

5p) Cancellation Policy:

We require 24 hours’ notice before the start of a reservation for all daycare cancellations. We require 72 hours' notice before the start of a reservation for all overnight boarding cancellations. In the event that we are given insufficient notice, CIDT reserves the right to charge a cancellation fee equal to the cost of the cancelled service. In the event that a boarding reservation is cancelled, the cost of the cancellation fee will be limited to the cost of the first 24 hours of boarding.

If a boarding stay is shortened, such as due to the owner returning home a day early, this change is treated as a cancellation. Notice must be given at least 24 hours in advance of the portion of the boarding stay that is being cancelled to avoid a cancellation fee.

5q) Late Fees:

When you’re running late, our number one concern is taking care of your dog until you arrive. Please let us know as early as possible if you’ll be more than a couple minutes late picking up your dog so we can organize our activities and our staff to accommodate.

In the event that you are late picking up your dog, your dog may need to be placed in a kennel or isolated in one of our overnight bedrooms while we wait for you to arrive.

CIDT reserves the right to charge a $30 late fee if a guest is picked up less than an hour late from their scheduled daycare or boarding stay.

CIDT reserves the right to charge a $45 late fee if a guest is picked up an hour or more late from their scheduled daycare or boarding stay.

We are unable to open our doors for pickups later than 9:00pm. In the event that you are unable to pick your dog up by 9:00pm, we may need to board them overnight. This may result in an additional boarding charge at our current rates.

Repeatedly picking your dog up late, or intentionally picking your dog up late in an attempt to circumvent our maximum capacity or availability may result in your dog’s expulsion from our services.

5r) Expulsion and Suspension:

Due to the highly social nature of our daycare, we must take extreme precaution with potentially dangerous behaviors.

When possible, our preference is to warn owners early of problematic behavior and suggest solutions to correct the behavior before it becomes a risk to other guests, however there are some behaviors that pose an immediate risk to your dog or other guests. These behaviors may result in an immediate suspension or expulsion from daycare and boarding services.

 

6) Pack Walks and Solo Adventures

6a) Summary:

Our pack walks are 60-minute walks that include your dog and up to 3 packmates selected from among our daycare guests and other walking guests.

Solo Adventures are a private 30 or 60 minute session between your dog and our walker. Solo Adventures are sometimes referred to as a walk or solo walk.

Our handler will pick up and drop off your dog at your home or apartment for their walk.

6b) Service Area:

Our service area for pack walks and solo adventures is limited to the area surrounding our facility at 79th and Broadway. Our maximum range for pack walks is dependent on which existing packs your dog is eligible to join, and whether your building has any restrictions that would limit our ability to bring outside dogs with us to pick up or drop off your dog. Our general service area for all walks is listed on our website. Please contact us if you would like to inquire if you are within our service range.

6c) Scheduling Windows:

All of our pack walks are held in 90-minute windows. This additional 30 minute buffer is used to pick up and drop off other dogs in your dog’s pack and may be placed at the beginning and/or end of your reservation, depending on the specifics of the route and day to day behaviors of the other dogs in the pack.

All of our solo adventures have an additional 15 minute buffer added to their reservation. This buffer may be placed at the beginning and/or end of your dog's reservtion and is used to allow our walker travel time between reservations.

6d) Access to Pick up and Drop off:

We require that our handler is given clear and readily available access to pick up and drop off your dog during the first 30 minute of your pack walk window or first 15 minutes of your Solo Adventure window (pickup window) and the last 30 minutes of your pack walk window  or last 15 minutes of your Solo Adventure window (drop off window). This access can be someone in the home or building that can open the door or bring the dog out to us, a key or keycode that allows us to access your dog, or another method that is determined and organized in advance.

Repeatedly preventing our team from being able to easily pick up or drop off your dog during these windows, or intentionally preventing our team from picking up or dropping off your dog in an attempt to circumvent our maximum capacity or availability may result in your dog’s expulsion from our services.

6e) Hours of Operation:

Pack walks are available in specified windows between 8:00am and 6:00pm Mondays through Fridays. Pack walks are not available on weekends for guests that are not attending a daycare or boarding reservation.

Solo Adventures are available in specified windows between 10:30am and 3:00pm Mondays through Fridays. Solo Adventures are not available on weekends.

6f) Holidays:

Pack walks and Solo Adventures may have reduced availability during major holidays such as New Years Day, Thanksgiving Day, Christmas Eve, Christmas Day, and New Years Eve.

6g) Closures:

In the event of extreme weather or emergency, we may need to cancel pack walks and Solo Adventures with limited notice. These cancellations will be made via email and text and will be made as far in advance as possible.

6h) Test Walk:

All of our pack walk guests must be temperament tested with a test walk or a test day to make sure they’re sociable enough for pack walks. Test Walks are one-hour walks including your dog and one of our trainers where our trainer will assess your dog’s leash skills and introduce them to potential pack mates if it is safe to do so. Our availability to perform a test walk fluctuates based on our trainers’ schedules and can be requested via email.

Test Days include the same assessments conducted in a test walk and can be done in lieu of a Test Walk. More information on Test Days can be found in the Daycare and Boarding section of this document.

The test walk requirement may be waived if a dog has conducted training with us that has allowed one of our trainers to confidently determine that dog’s temperament is suitable for pack walks.

Dog behavior is not 100% predictable or controllable. Even if a dog has passed a test walk, that does not mean that there is a zero-percent chance that they will not have any behavioral issues or unpredicted outbursts.

6i) Bite History Policy:

Dogs that have had a bite incident, broken skin, or have a history of other behavioral issues may be barred from attempting a test walk or Solo Adventures. Dogs with concerning behaviors in their history will be reviewed by a trainer to determine their eligibility for walks on a case-by-case basis.

6j) Scheduling:

Due to the increased level of care that must be taken when organizing cohesive packs and routes, pack walks cannot be scheduled through the portal. They must be requested via email, phone, or text.

Solo Adventures may be requested through the portal or via email, phone, or text. Before requesting a Solo Adventure, you must first contact us to request we designate your dog's Solo Adventure zone.

6k) Recurring Walking Reservations:

Indefinitely recurring walking reservations must be made via email, call, or text. Recurring walking reservations that land on a major holiday may need to be cancelled due to our reduced availability on those dates. You will be alerted in advance if any of these cancellations need to be made.

Individual days in a recurring walk reservation may be cancelled either via email or through the portal without cancelling the recurring reservation as a whole. In the event that a large number of reservations are cancelled or are set to be cancelled, we may require that the recurring reservation as a whole be cancelled, then be re-created closer to the time that your dog is scheduled to resume their regular schedule.

6l) Multi-Pet Discount:

If two or more dogs from the same household attend a pack walk together at the same time, a multi-pet discount of $5 per dog will be applied to their walk. The maximum number of dogs from a single household that may attend the same walk may be restricted based on the leash skills and walking styles of the dogs.

A Solo Adventure may be shared by any number of dogs from the same household for no additional charge.

6m) Cancellation Policy:

We require 24 hours’ notice before the start of a reservation for all walk cancellations. In the event that we are given insufficient notice, CIDT reserves the right to charge a cancellation fee equal to the cost of the cancelled service.

6n) Late Fees:

In the event that we are unable to drop off your dog at the end of your walk, your dog may need to be brought back to our facility to be cared for until we are able to bring them home. Your dog may need to be placed in a kennel or isolated in one of our overnight bedrooms until they are able to be brought home.

In the event that we need to bring your dog to the facility after their walk because we are unable to bring them home, we may require that you or another authorized individual come to the facility to pick up your dog, as we may be unable to drop them off outside of their originally scheduled window.

For guests that have passed a test day and are currently eligible for daycare; CIDT reserves the right to charge a $30 late fee if a guest is picked up or brought home less than an hour late from their scheduled walk. CIDT reserves the right to charge a $45 late fee if a guest is picked up or brought home an hour or more late from their scheduled walk.

We are unable to open our doors for pickups later than 9:00pm. In the event that you are unable to pick your dog up by 9:00pm, we may need to board them overnight. This may result in an additional boarding charge at our current rates.

For guests that have not passed a test day or are otherwise not currently eligible for daycare; CIDT reserves the right to charge a $70 late fee for each hour (rounded up) we need to care for your dog after the scheduled end of their walk.

6o) Expulsion and Suspension:

When possible, our preference is to warn the owners early of problematic behavior and suggest solutions to correct the behavior before it becomes a risk to other guests, however there are some behaviors that pose an immediate risk to your dog or other guests. These behaviors may result in an immediate suspension or expulsion from walks.

 

7) Private Training

7a) Summary:

Our private training plans begin with an Initial Consultation, a 1 hour 15-minute meeting between one or more parents, your dog(s), and our trainer. During the Initial Consultation, our trainer will assess your dog(s), discuss your goals, and teach you some basic training techniques you can start using immediately. After the consultation, we’ll draft a custom training plan for you and your dog(s).

Our training plans consist of 1-hour Private Sessions between one or more parents, your dog(s), and our trainer. Some plans also include supplementary Solo Sessions just between your dog(s) and our trainer. The exact duration and cost of your plan depends on the extent of your goals.

Private training is held at your home or apartment. Private training is only available for households in the Upper West Side and some surrounding areas. You may contact us by email, phone, or text to confirm if you are within our service range for private training.

7b) Hours of Operation and Scheduling:

Private training is generally available Mondays through Fridays from 11:00am to 4:30pm. Exceptions may be made when required for the training to be effective.

Private Training cannot be scheduled through the portal and must be scheduled via email, phone, or text.

7c) Closures:

In the event of extreme weather or emergency, we may need to cancel a private training session or consultation with limited notice. These cancellations will be made via email and text and will be made as far in advance as possible.

7d) Cancellation Policy:

We require 24 hours’ notice before the start of a reservation for all private training cancellations. In the event that we are given insufficient notice, CIDT reserves the right to charge a cancellation fee equal to the cost of the cancelled service.

7e) Late Fees:

In the event that we are unable to drop off your dog at the end of a solo session, your dog may need to be brought back to our facility to be cared for until we are able to bring them home. Your dog may need to be placed in a kennel or isolated in one of our overnight bedrooms until they are able to be brought home.

In the event that we need to bring your dog to the facility after their solo session because we are unable to bring them home, we may require that you or another authorized individual come to the facility to pick up your dog, as we may be unable to drop them off outside of their originally scheduled session.

For guests that have passed a test day and are currently eligible for daycare; CIDT reserves the right to charge a $30 late fee if a guest is picked up or brought home less than an hour late from their scheduled solo session. CIDT reserves the right to charge a $45 late fee if a guest is picked up or brought home an hour or more late from their scheduled solo session.

We are unable to open our doors for pickups later than 9:00pm. In the event that you are unable to pick your dog up by 9:00pm, we may need to board them overnight. This may result in an additional boarding charge at our current rates.

For guests that have not passed a test day or are otherwise not currently eligible for daycare; CIDT reserves the right to charge a $70 late fee for each hour (rounded up) we need to care for your dog after the scheduled end of their solo session.

7f) Outcomes and Guarantees:

Because behavior is not 100% predictable or controllable, it is unethical for any trainer to guarantee results. The success of a training plan depends largely on owner homework during training and owner reinforcement after the trainer has completed the plan. With that being said, our trainers are committed to do everything in their power to achieve the goals laid out in your training plan.

 

8) Group Classes

8a) Summary:

Descriptions of each of our group class courses can be found on our website. At least one parent must attend all group classes.

8b) Hours of Operation and Scheduling:

Group Class schedules vary semester to semester. The exact curriculum and schedule for each semester is announced as the previous semester ends, or shortly thereafter. The exact timing of this announcement, and the subsequent semester, may be delayed due to extreme upcoming weather, holidays, or the personal vacations of our trainers.

When a group class semester is announced, an email will be sent to all active clients. Clients who have opted out of or have unsubscribed from marketing emails will not receive this announcement.

8c) Enrolling:

Once a group class semester is announced, enrollment is simultaneously opened. Owners may enroll for a group class either through the portal, or by contacting us during office hours. Enrollment requests will be considered in the order they are received.

8d) Schedule and Make-up Classes:

The schedule for group classes will contain dates and times for one or more make-up classes. These classes will be used in the event that a lesson needs to be cancelled or rescheduled due to extreme weather or emergency that prevents the majority or entirety of the class from attending the originally scheduled lesson. These pre-selected make-up classes will not be used in the event that a student needs to miss a lesson or lessons due to personal reasons, a scheduling conflict, or personal illness.

8e) Closures:

In the event of extreme weather or emergency, we may need to cancel a group class lesson with limited notice. These cancellations will be made via email and text and will be made as far in advance as possible.

Group class lessons cancelled due to extreme weather or emergency will be rescheduled as a make-up class using a predetermined make-up class date. In the event that no make-up class dates are available, CIDT will make attempts to: 1) reschedule the missed lesson on a date and time all students are able to attend. 2) reschedule the missed lesson in split groups to accommodate all students. 3) partially refund the cost of the course if no make-up class is possible.

8f) Cancellation Policy:

We require 72 hours’ notice before the start of the first lesson of a group class to unenroll from the class for a full refund. If insufficient notice is given, the student will not be permitted to unenroll from the class for a refund.

In the event that a student misses a lesson that will not be made up in a make-up class, CIDT will: 1) attempt to catch the student up using the extra time already incorporated into each lesson’s schedule. 2) offer to schedule a discounted private training session to go over any missed curriculum. This private training session is subject to the same service area limitations as standard private training plans.

8g) Outcomes and Guarantees:

Because behavior is not 100% predictable or controllable, it is unethical for any trainer to guarantee results. The success of a group training class depends largely on owner homework during training and owner reinforcement after the trainer has completed the class. With that being said, our trainers are committed to do everything in their power to achieve the goals laid out for the class.

 

9) Puppy Socials and Workshops

9a) Summary:

Puppy Socials are a place for your pup to develop essential socialization skills with both dogs and humans and build confidence outside the home with playtime guided by one of our trainers.

Puppy Workshops are a paid workshop that focuses on potty training as well as other important questions and concerns for new puppy owners.

At least one parent must attend puppy social and puppy workshop with their puppy.

9b) Age Limitations:

All guests at puppy social must be 5 months old or younger.

All guests at puppy workshop must by 6 months old or younger.

9c) Hours of Operation and Scheduling:

Our Puppy Social and Workshop schedule can be viewed on our website. Puppy social and workshop spots must be reserved in advance and can be requested either through the client portal or via email, phone, or text.

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