Terms & Conditions
Policies, Refunds, Returns & Exchanges

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Training Services

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No refunds for training packages and board & train contracts after 72 hours of checking out in our store, (agreeing to policies and training terms prior to checkout), and making your payment. 

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No refunds for unused portions of expired packages or free bonuses included with online courses, equipment, etc.

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Required paperwork: Manual copies of training package agreements or board & train agreement and policies emailed to you after your Training Package or Board & Train purchase must be printed out, initialed, signed, dated, and returned to us within three days of purchase and prior to scheduling your training. You must provide your dog's health documentation prior to training.

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No exchanges of services once training has already started, except in rare circumstances, which will be handled on a case-by-case basis. No exchanges of services that will cause any time gap in training. No exchange of services purchased at regular prices for other services at discounted prices during a sale. If an exchange is warranted for any reason, it will be done at regular pricing.

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Note: Leash-pulling is not considered lunging if not human-directed. Puppies (older than 6mths) who "nip and bite" will must get an evaluation before being accepted into our program.

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Zoom evaluation fees not deducted from cost of any package or program and are not refundable. Evaluations are subject to our Cancellation Policy below and will be forfeited if you no-show or fail to cancel with less than a 48-hour notice.

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Discounts, sales, promotions, and offers: Sale discounts cannot be used with other discounts or offers. Two discounts cannot be used together. No exceptions.

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Multiple dog discounts: A multi-dog discount may be available when purchasing more than one training packages for two or more dogs from the same household at the regular price, if purchased and paid for on the same day, at the same time, with a single transaction. This discount cannot be used with other offers, sales, or discounts. Training must be consistent and uninterrupted, which applies to both dogs. Handlers MUST be in same household. One package per dog. Cannot be used with any other discounts.

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Getting started: It's easier to train your dog if your training schedule can be flexible. Daily training practice at home and consistent attendance at sessions and group classes without interruption is essential for success. Training Packages and Board & Train programs are designed to be continuous and consistent and cannot be broken up into smaller segments or spread out over a longer period of time.

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Trainers: All of our dog trainers use the same training techniques. Due to work load, availability, your desired schedule, staff work schedules, and other factors, clients may work with more than one trainer. It may not always be possible to keep the same trainer for all sessions and group classes.

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We cannot give any promises, timelines, or guarantees for training results. 

Successful dog training includes learning our vocabulary and techniques, attending professional dog training on an uninterrupted set schedule, consistent daily practice during and after training with us, multiple owners being on the same page, frequent socialization, ongoing guidance, follow-up training when needed, the health and age of your dog, and more.

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Ongoing training help: Intensive private sessions, ongoing weekly group classes, board & train, advanced online training, and zoom training sessions are available to help address problems and maintain lasting results.

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We can’t “go home with you” to monitor daily training, consistency, or the dog's environment. Based on these critical factors, we’re unable to offer promises or a “Money Back Guarantee” on training packages, board & train, training sessions, group class, online dog training, or any combination of these. Successful dog training requires daily practice and training on a long-term basis to be successful.

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Dog owners must notify the office in writing (with complete documentation) within 48 hours in the unfortunate event your dog is stolen, lost, becomes ill, is injured or dies, and these situations will be handled on a case-by-case basis. Documentation is required.

If you decide to give your dog back to a breeder, shelter, or rescue organization after purchasing a training package or completing some or all of the training, no refunds will be given and remaining training, if any, is not transferable to another dog.

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If you move out of the area after you’ve purchased a training package, or before you’ve completed your package, no refunds will be given, and the package or remaining training is not transferable to another dog.

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No refunds for paid zoom or in-person evaluations if you have started and/or completed the evaluation, are a no-show, arrive late, or cancel with less than a 48-hour notice. Evaluation fees cannot be deducted from the cost of any training package or other purchase.

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Product Orders

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Training toys: No exchanges or  returns on training tug toys, pillows, or balls if they have been used at all. These are not chew toys. Training toys and equipment like leashes are designed for training session use as training tools, for motivation, or as a brief reward only and should never be left alone with the dog after the training session is over. No returns for chewed or used equipment or toys.

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Apparel returns: All apparel is custom and 'made to order' and can't be returned or exchanged. Ordering the wrong size or color by accident will be handled on a case-by-case basis, if humanly possible and if notified immediately after purchase. 

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Apparel can only be returned if damaged due to a shipping mishap, if the vendor sent you the wrong size (other than the size you ordered), or a manufacturing defect. All packing material, including original shipping box, must be returned and apparel must be brand new and unworn. 

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Any returns sent to us without prior written authorization cannot be accepted. Returned items are subject to inspection by our staff and/or the vendor.

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We reserve the right to deny returns or exchanges on the same products purchased and returned more than once. Returns that do not meet our Refund, Return and Exchange Policy criteria will not qualify for return or exchange and may be returned at the client’s expense or destroyed upon request.

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We are not responsible for returned packages that may be lost or damaged in transit. It is highly recommended that you choose a method of shipping with tracking and insurance. No refunds or credits on shipping and handling costs. Once an item has shipped and a tracking number has been provided, it is the responsibility of the client to track their package and contact the shipping agent for additional shipping details.

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Custom orders, including the import of working or companion canines: Cancellation and amount of refund will depend on the vendor, status of the order, and location of the product at the time of cancellation. Deposits, cost of the transportation to and from the vendor, and other fees already paid may not be refundable. In addition, a minimum 15% restocking fee will be charged.

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Cancellation Policy

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Zoom Cancellation and No-Show Policy: We attempt to send an email and/or a reminder text to your cell phone number prior to your appointment when possible. Whether or not you receive a reminder, you must be available on the assigned date and time. If you’re unable to keep your appointment for any reason, we require a full 48-hour notice in writing to info@mhgk9solutions.com. If you are a no-show to your scheduled Zoom meeting or fail to cancel with adequate notice, your evaluation or training session may be forfeited. 

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We must be able to contact you: We require a cell phone number with voicemail that you check regularly and a current email address so we can confirm appointments, send text reminders, and inform you of schedule changes and unforeseen emergencies, as needed. If we call you, it’s important that you contact the office immediately. If we attempt to contact you and don’t hear back from you, we reserve the right to give your time slot to another client who needs the appointment. 

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Cancellation and no-show: If you’re unable to keep your scheduled zoom evaluation or training session, private session, or semi-private appointment for any reason, we require a full 48-hour notice by email to info@mhgk9solutions.com. If you are a no-show or fail to cancel in with 48 hours notice, your session will be forfeited. 

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In a true emergency, please contact the office immediately. We will handle your situation on a case-by-case basis. However, keep in mind that lack of childcare, getting stuck in traffic, last minute requests to reschedule your session, and failure to check emails, voicemails, and/or text messages are not valid reasons to miss any appointment.

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Our cancellation policy allows us sufficient time to contact another client who may be waiting for an appointment. If your training was included in a package or gift certificate, failure to cancel without a 48-hour notice will void that session.

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Lateness: Clients who arrive late for evaluations, training sessions or groups may have a shorter appointment time.

 

Group Classes

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Group classes are for dogs who have completed one of our training programs, who know our training method, and have been approved by their trainer.

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Arrival at group class: When possible, please book your group appointment in advance online and arrive no more 15 minutes before group classes and no later than 5 minutes after class begins. If you arrive late to a group class, please do not disrupt the class or interrupt the trainer with questions until after the class.

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Electronic devices: Handlers who participate in or household members observing group classes may not use electronic devices (cell phones, camcorders, cameras, tablets, recorders, etc.) during training. Cell phones must be turned off or silenced. Please, no harnesses, retractable leashes, gentle leaders, or ecollars (unless they are trainer-approved) at training sessions or group classes. 

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Please clean up after your dog! Do not bring children, guests, or other dogs to sessions or group classes.

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Group class schedule changes: We reserve the right to change our Group Class schedule and notify clients at the previous class or via social media and/or email.

Rainy day policy for group classes NOT held at our indoor facility: If it’s raining the day of an outdoor class, the class may be canceled.

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Health Policy

 

Due to some dogs being carriers of certain transferable infectious illnesses, and to protect all dogs in our care, we require all dog owners to follow this updated protocol:

1. Completed series of all standard vaccines and current boosters.

2. Up-to-date rabies vaccine.

3. Recent de-worming.

4. Ongoing monthly flea and tick prevention.

5. New vaccine for bordetella bacterium (kennel cough) or up-to-date booster with documentation for both.

6. Recent vet visit for (a) complete physical, (b) skin check-up (staph infections, sarcoptic mange, mites, lice, ringworm, fleas, ticks, severe hot spots, etc.) and (c) fecal lab test to rule out intestinal challenges like giardia, coccidia, and other contagious parasites. Must be signed by your vet.

7. Recent nail trimming.

8. Recent sanitary cut and anal gland expression if required.

9. All immunizations, preventative maintenance, procedures, lab tests, and exams must be completed and detailed documentation from your vet is required before your dog's training can start. No exceptions.

Notice! Female dogs in heat are not allowed in the training facility or in any group classes for the full duration, usually a minimum of 21 days. No exceptions.

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Children, Guests, Other Dogs & Safety

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Who can attend: To maintain a safe environment for everyone and to minimize distractions, we must limit who can accompany you to the facility.

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You may not bring guests, children, friends, relatives not in your household, other dogs, dog walkers, dog trainers, or dog breeders to sessions or classes.

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Handlers in attendance must participate in all training and group classes in order to be eligible. Handlers who participate may not use their electronic devices (cell phone, tablet, iPod, camera, camcorder, etc) during training. All cell phones must be turned off or silenced. 

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For your safety while in the facility, parking lot or outdoor group classes, do not pet, touch, call, talk to, feed, play with, or attempt to interact in any way with dogs that don’t belong to you. Do not allow family members or others to do so.

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Handlers: No new, additional, drop-in, or substitute handlers will be permitted to attend or participate in training once the training package sessions have started. No exceptions.

Children and other dogs: No unattended children or other dogs are permitted in the facility. No exceptions. Guests, unattended children, and dogs may not be left in the lobby, in your car, in the back parking lot at the facility, or outside in front of the facility. Dogs may not be left in a parked car for any length of time for any reason, even for just a few minutes, and even if it doesn't seem hot and your windows are cracked.

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Please make reliable childcare and pet care arrangements, and back-up arrangements in advance. Keep in mind, lack of childcare or pet care is not a valid reason to miss or cancel your appointment or class at the last minute.

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Petting policy: While in our facility, parking lot, or at outdoor group classes, absolutely no petting, touching, calling, talking to, feeding, playing with, or attempting to interact with other dogs for any reason.

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Rainy day policy for group classes not held at the facility: If it’s raining the day of an outdoor class, if possible, it will be held indoors at the facility.

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Dogs in heat are not allowed in the facility or in group classes for a minimum of 21 days. No exceptions.

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Expiration Dates

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All Training Programs are non-refundable, are non-transferable to other owners, new handlers, or other dogs, and are subject to our 48-hour Cancellation Policy, Expiration Policy, and other company policies. No exceptions.  

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One-on-one zoom training sessions are available to help address behavior problems and clarify training techniques. Online dog training helps reinforce focus and all obedience fundamentals. 

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Important: Contracts can only be canceled and refunded within the first 72 hours after purchase. You agreed to our policies and all the terms and conditions of your training agreement during your checkout process.  

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Privacy & Security

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Our clients are at the heart of everything we do and your privacy is important to us. Part of our commitment to you is to respect and protect the privacy of the personal information you provide to us. We make every effort possible to assure the privacy of any information submitted to us. We have systems in place to protect this website and our office from anyone attempting to obtain personal information.

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We do not use personal information in any way that would allow it to be obtained by others. For this reason, we do not keep credit card information on file for future purchases. This does not apply to payment methods stored with external payment apps like PayPal, Cashapp, Shop Pay, Amazon, Google, and Square.

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We will never provide your personal information to any company or individual not directly involved in your transactions with us unless you specifically request us to do so in writing. Parents and others may not ask team members to discuss, share information, or book appointments for our young adult clients over 18.

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We do not share our mailing list with third parties under any circumstances.

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Disclaimer

The information provided by this website is intended for educational purposes and not intended to address individual problems. Policies, protocols, schedules, and prices are subject to change at any time without notification. MHG K9 Solutions reserves the right to refuse to do business with anyone.

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Miscellaneous

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Personal belongings: Please keep your belongings with you at all times. We are NOT responsible for lost or stolen items. Do not leave any valuables or personal belongings in your car.

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Payment is due at the time of purchase, whether online and at our locations. Invoice will be sent prior to class within 24hrs of class.

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Important: We reserve the right to refuse to do business with anyone for any reason.