Refund & Cancellation Policy

Effective Date: July 1, 2025

At NayNays Puppers, we pride ourselves on delivering quality service, transparent policies, professionalism, and care that reflects our commitment to both dogs and their humans. This policy outlines our terms for payments, cancellations, refunds, reschedules, and returns. By engaging with our offerings, you agree to abide by the following terms:

By engaging with our offerings, you agree to the following:

1. Dog Training & Behavior Services

1.1 Private Training & Behavior Sessions (In-Person or Virtual)

  • Rescheduling:
    We understand things come up! One courtesy reschedule is allowed per session with a minimum of 24 hours’ notice. Additional reschedule requests may incur a rebooking fee.

  • Cancellations:

    • 24+ Hours Notice: Cancellations made more than 24 hours in advance may be rescheduled or issued as store credit.

    • Under 24 Hours or No-Show: These are considered forfeited sessions and are non-refundable. Exceptions for emergencies may be considered on a case-by-case basis.

  • Refunds:
    Once a session is scheduled, it is non-refundable, unless canceled by NayNays Puppers.

  • Package Expiry:
    Pre-paid training packages must be used within the designated timeframe provided upon purchase (typically 60 to 90 days). Unused or expired sessions are not refundable or transferable.

1.2 Group Classes or Events

  • Missed Classes:
    No refunds or credits are given for missed group classes or late arrivals.

  • Transfers:
    If you can’t make the scheduled class, you may request to transfer to a future session with at least 48 hours’ notice before the start of the first class. Space in future sessions is subject to availability.

2. Virtual Programs & Digital Products

This includes webinars, online courses, eBooks, downloadables, handouts, and training templates.

  • All Sales Final:
    Due to the nature of digital content, all purchases are final and non-refundable.

  • Access Issues:
    Please contact us within 7 days of purchase if you are unable to access your digital content so we can assist in resolving the issue.

  • Unauthorized Sharing:
    Redistribution or sharing of digital materials without written permission is prohibited and may result in termination of access without refund.

3. Dog Cookies & Treats

All of our treats are handmade in small batches using high-quality, human-grade ingredients. Due to the perishable and consumable nature of these products, we maintain a strict no-refund policy.

3.1 Sales Are Final

All Treat Sales Are Final. No refunds, exchanges, or returns will be issued once an order is placed.
We do not accept returns or provide refunds for any edible items, including:

  • Cookie bags

  • Custom Orders:
    Customization is done to order and is therefore non-refundable once production begins.

  • Samplers

  • Seasonal or promotional offerings

3.2 Damaged Shipments

  • While we take care to package orders securely, NayNays Puppers is not responsible for damage that occurs during shipping.

  • Cosmetic damage (broken cookies, crumbs, etc.) does not affect the quality or safety of the treats and is not eligible for refund or replacement.

  • Damage During Transit:
    Cosmetic damage (broken cookies, crumbs, etc.) is normal and does not qualify for a refund or replacement.

3.3 Incorrect Orders

  • If you receive the wrong item (e.g., wrong flavor or product), please get in touch with us within 5 days of delivery at naynayspuppers@gmail.com

  • Include clear photos of the issue and order details for our review. We will verify the issue and offer a replacement or store credit if appropriate. Requests made after the 5-day window may not be eligible for resolution.

3.4 Allergy & Ingredient Disclaimer

  • All ingredients are clearly listed on our packaging and product pages.

  • It is the customer's responsibility to review them for potential allergens or sensitivities and supervise pets during treat time.

  • We are not liable for adverse reactions such as allergies, digestive issues, or illness caused by treat consumption. Always supervise your pet during treat time.

4. Custom Orders & Special Requests

This includes any personalized product, event package, or printed material.

  • Once production or preparation begins, the order is considered final and non-refundable.

  • If an error is made on our end, we’ll correct it at no additional cost or offer a suitable replacement or store credit.

5. Consultations & Discovery Calls

5.1 Free Discovery Call (Pup Plan)

  • This complimentary call has no monetary value and cannot be rescheduled more than once.

  • One-Time Offer:
    Complimentary calls are limited to one per client.

  • No-show appointments may result in a forfeiture of this free service.

  • Rescheduling:
    One courtesy reschedule is permitted. Missed appointments are not eligible for rebooking.

5.2 Paid Consultation Sessions

  • Reschedules require 24 hours’ notice.

  • Late cancellations or no-shows are considered forfeited and are non-refundable.

6. Rescheduling Policy

We understand that life happens! For all services (private, group, consultation):

  • One courtesy reschedule is allowed with 24+ hours’ notice.

  • Multiple reschedule requests may result in loss of the appointment or a rebooking fee.

  • Chronic cancellations may impact your eligibility for future bookings.

  • Any further changes or repeat cancellations may result in forfeiture of your booking without refund.

7. Cancellations by NayNays Puppers

If we must cancel a session, class, event, or shipment for any reason:

  • We will offer a reschedule, store credit, or full refund, depending on the situation.

  • Weather Delays & Emergencies:
    Training may be postponed due to severe weather, illness, or emergencies. You will not be penalized.

8. Store Credit & Gift Cards

8.1 Store Credit:


Issued for canceled or rescheduled services (when eligible). It is:

  • Non-transferable

  • Non-refundable

  • Valid for 12 months from the date issued unless otherwise specified.

8.2 Gift Cards:


All gift cards are:

  • Final sale, non-refundable

  • Not redeemable for cash

  • May only be used toward eligible NayNays Puppers products or services

9. Disputes & Payment Reversals

At NayNays Puppers, we are committed to open, honest communication and resolving any concerns fairly and promptly.

We are committed to resolving concerns in a fair and respectful manner.

9.1 Please Contact Us First

If you experience an issue with a service or product, we ask that you contact us directly before pursuing a formal payment dispute. We can resolve most issues quickly.

9.2 Chargebacks Without Contact

  • Clients who initiate a chargeback or payment reversal without contacting us first will incur a $50 administration fee (non-negotiable).

  • This fee is to cover the time, administrative labor, and processing costs associated with addressing and responding to disputed transactions.

9.3 Resolution First Approach

  • We are here to help and resolve any legitimate concerns regarding billing, orders, or services. Most issues can be easily resolved when you reach out.

9.4 Failure to Resolve Directly May Result In:

If a chargeback is filed without an attempt to resolve the matter directly with NayNays Puppers, we reserve the right to:

  • Suspend or terminate future services

  • Deny participation in training programs or product purchases

  • Forward unpaid fees to collections if necessary

Please contact us by email or via our website’s support form if you believe there has been an error with your payment or delivery.

10. Contact Us

Questions about this policy or refund inquiries? Please contact:

📧 Email: admin@naynayspuppers.com
🌐 Website Contact Form: Contact Us

We aim to respond within 48 business hours.