1. Who we are and what these terms cover
Canine Reset is operated by Valentin Sanchez Marino trading as Canine Reset, ABN 23 307 026 556, in New South Wales. Contact info@caninereset.com.au or 0433 044 726. Postal correspondence: Unit 601, 22 Doris Street, North Sydney NSW 2060, Australia. This is not a customer drop-off location.
These terms cover only the fixed Stop Leash Pulling and Dog Recall programs. Walk + Train memberships, Private Walk memberships and boarding have separate terms. Recurring billing and the membership’s seven-day service guarantee do not form part of these fixed programs.
Before you decide to continue after the trial, we confirm your dog’s suitability, training goals, session dates, price, payment and home-access arrangements in writing. We provide these terms for you to read and accept before taking payment. An enquiry or free trial does not authorise payment or create an obligation to continue.
We work in Sydney’s Eastern Suburbs and confirm availability for your suburb before accepting your program.
2. Your free trial and decision to continue
The trial is one full 45-minute program session, including pickup, training and return. We then show you how the program works, discuss suitability and answer your questions so you can decide whether to continue.
If you do not continue, the trial stays free. If you continue, the completed trial counts as session one of the six-session leash-pulling program or nine-session recall program. It is not an additional session on top of those totals. The fixed program price remains the price confirmed above.
3. Training, transport, coaching and updates
Stop Leash Pulling includes six private training sessions over two weeks; Dog Recall includes nine over three weeks. Sessions take place three times a week with the same trainer. Each session lasts 45 minutes in total, including pickup, training and return travel. These programs provide focused training rather than a separate exercise-walking service.
At the end, we provide a separate 45-minute owner coaching session, included in the program price and additional to your dog’s six or nine training sessions. We demonstrate the commands, timing and rewards and show you how to reinforce the skills yourself.
We provide live GPS tracking, videos, training notes and WhatsApp updates. The leash-pulling program includes the training lead we use; the recall kit includes a command reminder magnet, printed guides and a small surprise for your dog. You can message your trainer for guidance between sessions.
4. Fixed payment and no automatic renewal
After the free trial, if you choose to continue, the full fixed program price is due in advance of the remaining sessions. We confirm the amount and payment process with you before taking payment. Prices include GST.
There is no recurring subscription, automatic renewal or membership termination notice. Ongoing maintenance after the program is a separate service that you can choose and agree to separately. Do not send card details through the enquiry form or a message.
5. Rescheduling, missed sessions and veterinary reasons
Your booked time is reserved for your dog. To request a different time, give at least 48 hours’ written notice by email or your usual WhatsApp conversation with us. Replacement times depend on availability and are confirmed only when agreed in writing. We aim to keep sessions within the program schedule. If no replacement is available, the original booking remains available.
Sessions you choose to miss, cancel with less than 48 hours’ notice, or cannot attend because agreed access is unavailable are normally non-refundable and do not roll over. This is separate from our responsibility for sessions we cancel or fail to provide.
If your dog cannot attend for a documented veterinary reason, provide a valid veterinary certificate. We arrange rollover and replacement dates in writing when your dog is fit to resume. Those sessions do not expire merely because the original program period has ended.
6. No change-of-mind cancellation
You can decide not to continue after your free trial at no cost. Once you choose to continue and commit to the fixed program, we do not offer change-of-mind cancellation or refunds. There is no 30-day membership cancellation notice because this is not an ongoing membership.
This rule does not remove a refund, cancellation or other remedy where required by Australian Consumer Law, or apply to services we cannot provide.
7. Changes we need to make
If illness, severe weather, unsafe temperatures, an emergency or another safety concern affects a session, we notify you as soon as reasonably possible and discuss a safe alternative or replacement date. We confirm any revised training schedule in writing. A session we cancel is not a client-missed session.
If we cannot provide an agreed session, we offer a replacement. If a suitable replacement cannot be agreed, we provide an appropriate credit or refund for the service we cannot provide. If we cannot safely continue the program, we discuss this with you and refund unused prepaid services we will not provide, without limiting any other remedy required by law.
8. The “Until They Get It” Guarantee
If your dog hasn’t learned to walk without pulling in 14 days, we’ll keep training them at no extra cost until they do.
If your dog hasn’t learned to come, stop and stay in 21 days, we’ll keep training them at no extra cost until they do.
If you continue after the free trial, it counts as the first program session. The 14-day or 21-day period starts on the program start date recorded in your written confirmation. We agree that date, the training goals and the situations we will practise before you continue. Any replacement dates for interrupted sessions are agreed in writing; an interruption does not remove the promise of additional training at no extra cost.
We demonstrate your dog’s progress with the trainer through video and session updates. For leash pulling, the skill is walking with a loose leash without pulling the trainer along. For recall, the skills are coming when called, stopping on command and staying in position until released. Distance and distractions are increased as your dog progresses, with the agreed goals recorded before you continue.
If the relevant skills have not been learned by the program’s 14-day or 21-day point, we arrange additional training sessions with you at no extra cost until they are learned. The separate owner coaching session shows you how to use and reinforce those skills yourself. This guarantee does not replace or limit your statutory consumer rights.
To request additional training under this guarantee, contact info@caninereset.com.au or message us in your usual WhatsApp conversation. Tell us your name, program and which agreed skills still need work. We bear the cost of handling your request and providing the additional training covered by this guarantee. We do not charge a claim-handling fee or require a paid assessment. If you seek reimbursement of a claim-related expense under Australian Consumer Law, send details and any supporting receipts through the same contact channel. Nothing in this process limits your statutory rights. This guarantee is given by Valentin Sanchez Marino trading as Canine Reset, ABN 23 307 026 556, at the contact details in section 1.
Continued practice helps your dog use the skills with you and in different situations. The owner coaching session shows you how to reinforce the training. Completing the program does not mean your dog’s response is permanent or reliable in every setting. This does not remove the additional training promised above or your consumer rights.
9. Health, access, safety and transport
Before the trial, tell us about health conditions, injuries, allergies, medication, vaccination status, behavioural concerns and any bite, aggression, escape or reactivity history. Provide your vet and emergency contact details and tell us promptly about changes. We discuss suitability and safe handling before starting.
For recall training, reactivity and strong fixation need to be addressed before progressing around those triggers. Tell us if your dog barks, lunges or becomes so focused on a distraction that they cannot disengage. We discuss suitability and an appropriate starting point before you commit. The recall program does not include separate behaviour services or promise to resolve reactivity.
We agree pickup, return, equipment and home access with you. Use the agreed private channel for keys and access codes, not the website enquiry form. We use access only for agreed services and arrange the return of keys or access items when the program ends.
We take reasonable care of your dog, secure them appropriately during transport, and adapt or stop activities where needed for safety. Any off-leash activity is agreed in advance and used only where lawful and suitable. We may continue to use a lead or long line where appropriate.
If your dog becomes ill or injured in our care, we try to contact you or your emergency contact and nominated vet. Where urgent care is needed, we may seek veterinary treatment without waiting. You are responsible for reasonable veterinary and related transport costs except to the extent we are responsible under law, including where a failure by us to take reasonable care caused the loss.
10. Photos, videos and privacy
We take photos and videos to document training and share updates privately with you. Public marketing use is a separate, optional choice. We ask permission before using your dog’s photos, videos, name or story publicly; declining does not affect your program. Our Privacy Policy explains how we handle your information.
11. Consumer rights and questions
The following notice covers our training services and the materials included with your program. The additional training guarantee in section 8 applies to the training service.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods.
If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Consumer guarantees include applicable guarantees of due care and skill and fitness for a disclosed purpose. Nothing in these terms excludes those rights or our responsibility for negligence or unlawful conduct.
If you have a concern, contact info@caninereset.com.au with your name, relevant dates and what you would like resolved. We aim to respond within 10 business days and let you know if more time is needed. You can also contact NSW Fair Trading.
These terms are governed by the laws of New South Wales and applicable Australian law. We confirm any agreed changes in writing; a later website update does not retrospectively change an existing program agreement.
Questions about this policy?
Contact Valentin at info@caninereset.com.au.