1. Our Commitment
The Dog Coach is committed to your satisfaction. This Refund Policy is designed to comply with the Australian Consumer Law (ACL) as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Your statutory rights under the ACL are not limited, excluded, or modified by this policy.
2. Your Rights Under Australian Consumer Law
Under the ACL, you are entitled to consumer guarantees for our Service, including that the Service will be provided with due care and skill, will be fit for the purpose we said it would be, and will be supplied within a reasonable time. If we fail to meet these guarantees, you may be entitled to:
- A refund or repeat of the Service if there is a major failure
- Compensation for any loss or damage that was reasonably foreseeable as a result of the failure
- Having the problem fixed free of charge where the failure is not a major failure
These rights cannot be excluded and apply regardless of any other terms in this policy.
3. Our Voluntary Refund Policy (in addition to ACL rights)
In addition to your ACL rights, we offer the following voluntary refund policy:
- 14-Day Money-Back Guarantee: If you are not satisfied with the Service for any reason within 14 days of your first purchase, you may request a full refund with no questions asked
- Eligibility: This applies to first-time purchasers who have not previously received a refund from us
- How to claim: Email us at contact@thedogcoach.co with your order details and reason for cancellation
- Processing time: Refunds are typically processed within 5–10 business days and returned to your original payment method
4. Subscription Cancellations
You may cancel your subscription at any time by emailing contact@thedogcoach.co. Upon cancellation:
- You will retain access to the Service until the end of your current billing period
- No further charges will be made after cancellation
- Cancellations after the 14-day money-back guarantee period are not eligible for a prorated refund of unused subscription time, unless required by law
5. Major Failures
If you experience a major failure of the Service (e.g., the Service is completely unavailable for an extended period, or does not work as described), you are entitled to a full refund regardless of when the failure occurs. Please contact us immediately so we can resolve the issue.
6. Non-Refundable Situations
Except where required by the ACL, refunds may not be available in the following circumstances:
- Requests made more than 14 days after the initial purchase (unless a major failure has occurred)
- Accounts where the Service has been misused or violated our Terms of Service
- Chargebacks initiated without first contacting us
7. How to Request a Refund
To request a refund, please email contact@thedogcoach.co with:
- Your full name and email address associated with your account
- Your order/transaction ID or purchase date
- The reason for your refund request (optional for 14-day guarantee)
We will respond within 2 business days and process approved refunds within 5–10 business days.
8. Dispute Resolution
If you are not satisfied with our response to a refund request, you may:
- Contact the consumer protection authority in your state or territory
- Contact the Australian Competition and Consumer Commission (ACCC): accc.gov.au
- Contact Consumer Affairs in your state or territory for assistance
9. Governing Law
This Refund Policy is governed by the laws of Australia. Nothing in this policy limits your rights under the Australian Consumer Law.
10. Contact Us
For any questions about refunds, contact us at contact@thedogcoach.co. We aim to respond within 2 business days.