Refund Policy
The Leash Life
1. Overview
At The Leash Life, we are committed to providing reliable, high-quality dog walking services. This Refund & Cancellation Policy outlines how cancellations, refunds, and credits are handled.
By booking services, you agree to the terms below.
2. Ontario Consumer Law Notice
Under Ontario’s Consumer Protection Act:
• Refunds are not automatically required unless specific conditions apply
• However, refunds must be provided if:
• Services are not delivered as agreed
• There is a material change to the service without your consent
• Payment was taken for services not requested or provided
If any of the above applies, clients are entitled to request a refund, and it must be processed within a reasonable timeframe.
3. Cancellation Policy (Client-Initiated)
We operate on scheduled time slots. Late cancellations directly impact availability for other clients.
Walks & Regular Services:
• 24+ hours notice:
→ Full credit or refund available
• Less than 24 hours notice:
→ No refund (credit may be issued at our discretion)
Same-day cancellations / missed visits:
• Treated as completed service (no refund)
4. Package & Membership Services
For prepaid packages:
Refunds are not provided for:
• Change of schedule
• Reduced need for services
• Missed or unused walks within the 120-day period
Exception-Based Partial Refunds
We understand that unforeseen circumstances can arise.
A partial refund may be considered in exceptional situations, including:
• Long-term illness or medical condition affecting your dog
• Passing of your dog
• Other serious, unavoidable circumstances
In these cases:
• Refunds are prorated based on unused walks
• Completed walks will be charged at the standard rate
• Requests must be submitted within a reasonable timeframe
Approval of exception-based refunds is at the sole discretion of The Leash Life.
Non-Transferable Services
Packages and memberships:
• Cannot be transferred between dogs or households
• Cannot be shared or reassigned
Ontario Consumer Protection Compliance
In accordance with Ontario consumer protection standards:
• Refunds will be provided if services cannot be delivered as agreed
• Or if required under applicable law
Our Approach
This policy is designed to:
• Protect reserved time slots for all clients
• Maintain consistency and fairness
• Still offer compassion when it truly matters
5. Walker-Initiated Cancellations
If The Leash Life cancels a walk due to:
• Safety concerns
• Emergency situations
You will receive:
• A full refund or
• A rescheduled walk (your choice)
6. Emergency & Compassion Exceptions
We understand life happens.
Refunds or credits may be granted outside policy in cases such as:
• Medical emergencies
• Family emergencies
• Severe weather events
These are handled case-by-case.
7. No-Shows & Access Issues
If we are unable to access your home or dog due to:
• Incorrect entry information
• Locked doors / key issues
• Aggressive or unsafe conditions
The walk will be considered completed and non-refundable.
8. Refund Processing
• Refunds are issued to the original payment method
• Processing time: 5–10 business days
• All refund requests must be made in writing
9. Satisfaction Guarantee
If you are unhappy with a service, please contact us within 24 hours.
We will:
• Review the situation
• Offer a credit, redo, or partial refund where appropriate
10. Policy Transparency
In accordance with Ontario guidelines:
• This policy is shared prior to booking
• By confirming services, you acknowledge and accept these terms