Terms & Conditions

1. Who we are and when these terms apply

Canine Reset is operated by Valentin Sanchez Marino trading as Canine Reset, a sole trader in New South Wales, Australia. Our ABN is 23 307 026 556. Contact us at info@caninereset.com.au.

Phone: 0433 044 726. Postal correspondence: Unit 601, 22 Doris Street, North Sydney NSW 2060, Australia. This is a correspondence address, not a customer drop-off location.

These terms apply when you agree to join our service. Before you join, we confirm your dog’s suitability, your start date, recurring schedule, price, billing arrangements and home access in writing. We provide these terms for you to read and accept before taking payment.

A consultation or website enquiry is free and does not start a membership, authorise payment or commit you to joining. You must be at least 18 and be the dog’s owner, or have the owner’s authority to arrange its care.

Your written membership confirmation records the arrangements specific to you. Any agreed variation must be clear and in writing. A later website update does not automatically change an existing agreement. Your rights under Australian consumer law always apply.

2. What your membership includes

The Executive Walk + Train membership is $1,495 AUD per month, including GST. This is the total monthly membership price. It includes:

• Two private 60-minute walking and training sessions each week for your enrolled dog.
• A recurring schedule and agreed home access.
• A surprise bag of treats for your dog every month.
• Live location sharing and session updates through WhatsApp, including training notes, photos and video.
• The household training kit, enrichment guide and weekday trainer support described in your membership confirmation. Trainer support is available Monday to Friday, 8 am–5 pm Sydney time.

The Premium Walk membership is a separate offer at $1,180 AUD per calendar month. It includes two private 45-minute engagement walks each week with the same walker, time for sniffing, park play and exercise suited to your dog, agreed home access, live GPS, videos and short walk updates. A surprise bag of treats each month, a surprise welcome gift, the at-home enrichment guide and a personalised walking routine are included. Structured Walk + Train sessions, trainer support, a training lead are not included in this offer.

The Walk monthly price is fixed per calendar month for two 45-minute walks each week, rather than a package of a set number of walks. Boarding nights are not included in either membership. The cancellation terms and 7-Day Service First Guarantee below apply to both memberships. We confirm your selected service and inclusions in writing before you join; this additional offer does not change existing agreements.

We confirm availability in your suburb before accepting your membership. Sessions are private; this membership is not an occasional-walk or group-walk service.

Training is tailored to your dog. Progress depends on factors including their health, starting point, behaviour and practice between sessions. We do not promise a particular behavioural result or timeframe. This does not reduce our obligation to provide services with due care and skill.

Location sharing and digital updates depend on mobile reception, device availability and WhatsApp. They are not an emergency monitoring service. Let us know if you cannot use WhatsApp so we can discuss an alternative before you join.

3. Boarding bookings

Boarding is available to active Canine Reset clients, subject to overnight suitability and schedule availability. Your dog stays with us in our own home. We confirm the care arrangements, arrival and collection times, and any charges before you book.

Paid boarding rates are per dog, per night in Australian dollars: under 10 kg, $95; 10 to 20 kg, $100; over 20 to 35 kg, $118; and over 35 kg, $129. We confirm the total for your stay before payment.

Each paid boarding night runs from 2:30 pm until 2:30 pm the following day, Sydney time. Drop-off is by arrangement from 2:30 pm on the arrival day; pickup is by 2:30 pm on the departure day. A later arrival does not extend the pickup deadline. For a multi-night booking, your dog stays with us between those dates; daily collection is not required. A planned extension beyond 2:30 pm on the departure day must be agreed in advance, is subject to availability and is charged as an additional night at your dog’s nightly rate. We confirm the revised total before you agree to the extension. The late pickup fee below does not purchase an extension.

A paid boarding stay is not booked or reserved until we have confirmed availability and received full payment of the agreed boarding charges. An enquiry or request for dates does not reserve a place.

To cancel a boarding booking, give at least 48 hours’ written notice before the agreed drop-off time, by email to info@caninereset.com.au or through your usual WhatsApp conversation with us. This is separate from the notice required to cancel your membership. If you cancel with less than 48 hours’ written notice, paid boarding charges are not refundable. We confirm the refund arrangements for cancellations made with at least 48 hours’ notice before payment. This cancellation rule does not limit your rights under Australian Consumer Law.

A $25 AUD fee applies for a late drop-off or a late pickup against the agreed time. This is a flat fee for each late drop-off or pickup, not an hourly charge. Contact us promptly if you expect to be late. Any extension to the stay must be agreed separately.

The health, feeding, medication, emergency veterinary care and consumer-rights provisions in these terms also apply to boarding.

4. Your dog’s health and behaviour

Before services begin, tell us about your dog’s health, injuries, allergies, medication, vaccination status, behavioural concerns and any bite, aggression, escape or reactivity history. Tell us promptly if anything changes. Provide your vet’s details, an emergency contact and vaccination records we reasonably request.

Maintain appropriate vaccination and flea and tick prevention in consultation with your vet. Tell us about any veterinary exemption or restriction so we can assess whether the service is suitable. Do not present an unwell or potentially infectious dog for a session without discussing it with us first.

Provide accurate handling instructions and safe, suitable equipment as agreed. We may pause, adapt or stop a session where there is a reasonable safety or welfare concern. We will explain the concern and discuss the next steps with you.

5. Safe sessions, off-leash activity and transport

We take reasonable care during walks and training, but animals and outdoor environments involve risks that cannot be removed completely. An acknowledgement of those risks does not waive your consumer rights or excuse a failure by us to take reasonable care.

We agree any off-leash activity with you in advance. It will only take place where lawful and where we reasonably consider the location, conditions and your dog’s behaviour suitable. We may use a lead or change an activity whenever needed for safety.

Where transport is reasonably needed for an agreed session or emergency veterinary care, you authorise us to transport your dog. We take reasonable steps to secure your dog and comply with applicable animal welfare and road safety requirements.

6. Home access, feeding and medication

We agree collection, return and home-access arrangements before starting. Provide accurate access instructions, tell us about alarms or hazards, and make sure you have authority to allow us to enter. Use the agreed private channel for keys or access codes; do not put them in the website enquiry form.

We use access only for the agreed services, take reasonable care of your property and follow agreed security instructions. Tell us immediately if access arrangements change. We arrange the return of keys or other access items when services end.

Feeding or administering medication is only included where we have agreed to do it and received clear written instructions. Supply the correct food or medication and disclose allergies or adverse reactions. For boarding, you may provide your dog’s food or arrange for us to supply food at an additional cost. We agree the food, feeding instructions and additional charge before the stay. We do not provide veterinary advice.

7. Illness, injury and veterinary care

If your dog becomes ill or injured in our care, we may provide reasonable first aid and seek veterinary treatment. We try to contact you or your emergency contact and your nominated vet. If urgent care is needed or that vet is unavailable, we may use another veterinary clinic.

You authorise reasonable steps needed to protect your dog’s welfare if we cannot reach you promptly. We keep you informed as soon as reasonably possible.

You are responsible for reasonable veterinary and related transport costs, except to the extent that we are responsible under the law, including where our failure to take reasonable care caused the loss. This clause does not transfer our legal responsibility to you.

8. Payments and recurring billing

Membership is billed monthly in advance through Stripe. Regular payments are due on the first day of each month. If you start part-way through a month, we confirm the first payment, the period it covers and the next billing date before you authorise payment.

Your membership continues month to month until cancelled. By separately authorising recurring payments through Stripe, you authorise the agreed monthly membership charges. Keep your payment details up to date using Stripe’s payment process. Do not send card details in a message or through our enquiry form.

If a payment fails, we contact you to arrange payment. If it remains unpaid three days after the due date, we may pause future sessions after notifying you. Contact us promptly about a disputed charge or payment difficulty. A payment dispute does not remove your consumer rights.

We do not apply automatic late-payment interest or a fixed fee for a payment reminder under these terms. Any recovery of costs must be reasonable and permitted by law.

9. Rescheduling and missed sessions

Your regular time is reserved for your dog. If you need to move a session, give at least 48 hours’ written notice by email or your usual WhatsApp conversation with us. Rescheduling within the same billing month depends on availability and is only confirmed when we agree to the replacement time. If no replacement is available, your original booking remains available; choosing not to attend it is a client-missed session under the rule below.

Sessions you choose to miss, cancel too late or cannot attend because agreed access is unavailable are normally non-refundable and do not roll over. If your dog cannot attend for a documented veterinary reason, provide a valid veterinary certificate and we will arrange rollover of the affected sessions with you. We agree replacement dates in writing when your dog is fit to resume; those credits do not expire just because the billing month ends.

This missed-session rule does not apply to services we fail to provide or limit remedies available under consumer law.

10. When we need to change or cancel a session

We may need to change a session because of illness, severe weather, unsafe temperatures, an emergency or another safety issue. We notify you as soon as reasonably possible and discuss an appropriate alternative.

If we cannot provide an agreed session, we offer a replacement time. If a suitable replacement cannot be agreed, we provide an appropriate credit or refund for the unprovided service. We do not treat a session we cancel as a client-missed session.

If the service becomes unsuitable or cannot be provided safely, we discuss the issue with you and may pause or end the membership on reasonable grounds. We refund unused prepaid services that we will not provide, subject to any other remedy required by law.

11. Cancelling your membership

You can cancel by giving 30 days’ written notice to info@caninereset.com.au or through your usual WhatsApp conversation with us. The notice period starts when we receive your message. We confirm receipt and the membership end date in writing.

Sessions and membership charges continue during the notice period unless we agree otherwise. You pay only for the period up to the confirmed end date. We take account of payments already made, adjust any final charge and refund any prepaid amount covering the period after that date. Any part-month adjustment uses the monthly price divided by the number of calendar days in the relevant billing month, multiplied by the days covered. We do not charge an additional month on top of the 30-day notice period.

The notice requirement does not apply to a valid claim under the 7-Day Service First Guarantee, or where the law gives you a right to cancel sooner. Nothing in these terms limits those rights.

12. Our 7-Day Service First Guarantee

This guarantee is given by Valentin Sanchez Marino trading as Canine Reset, ABN 23 307 026 556. Contact: info@caninereset.com.au, 0433 044 726 or Unit 601, 22 Doris Street, North Sydney NSW 2060, Australia.

If you are unhappy with the care, communication or service during the first seven days of your initial billing cycle, send a written request within that period to info@caninereset.com.au or through your usual WhatsApp conversation with us.

We refund 100% of your first payment and end your membership without a cancellation charge. You keep the completed sessions from that first week at no cost.

To make a claim, include your name, membership start date and a short explanation of your concern. We do not charge a claim-handling fee. You are responsible for ordinary costs of contacting us. If we ask you to incur an additional reasonable expense to assess or complete a valid claim, we reimburse it when you send us the receipt. This does not limit any right to recover expenses or compensation under the law.

This is an additional service guarantee. It is not a guarantee of a particular training result in seven days, and it does not replace or shorten your rights under Australian consumer law.

13. Photos, videos and your information

We take photos and videos to document sessions and share them privately with you as part of the service. Our Privacy Policy explains how we handle enquiries, payment records, WhatsApp updates and other client information.

Public marketing use is a separate, optional choice. We ask for your permission before using your dog’s photos, videos, name or story on our website, social media or in advertising. Refusing permission does not affect your membership. We do not publish your contact details, home address or access information.

You can withdraw marketing permission by contacting us. We stop new use and remove material from channels we control where reasonably practicable. We cannot retrieve printed material already distributed or copies independently shared by others.

14. Consumer rights and responsibility

Our services come with rights and guarantees under the Australian Consumer Law that cannot be excluded. These include applicable guarantees of due care and skill and fitness for a disclosed purpose. Depending on the circumstances, you may be entitled to a remedy such as having a problem fixed, a refund, cancellation or compensation.

Nothing in these terms excludes, restricts or changes those rights, or excludes responsibility for our negligence or unlawful conduct. You are not required to indemnify us for our own acts or omissions.

Responsibility for injury, loss or damage, including damage caused by a dog, is determined under applicable law and the circumstances. These terms do not automatically make you responsible for every incident that occurs while your dog is in our care.

15. Changes, questions and complaints

If we propose a change to the price or a material membership term, we notify you in writing at least 30 days before it is intended to take effect. A change will not apply retrospectively to services already paid for. If you do not accept it, you can end your membership before it takes effect without an additional cancellation charge or a further 30-day notice period. We refund any amount prepaid for services after the end date.

For a service concern or complaint, email info@caninereset.com.au with your name, the relevant dates and what you would like us to resolve. We will review the matter and aim to respond within 10 business days. We will let you know if we need more time. You can also seek assistance from NSW Fair Trading.

These terms are governed by the laws of New South Wales and applicable Australian law. This does not prevent you from exercising any consumer right or using a court, tribunal or complaint process available to you under the law.