Our Policies

Wellness Policy

In order to attend any of our programs (entering our facility), your puppy or dog must be healthy, and not showing any signs of illness. You must provide current Vaccination records that not have expired.  Up-to-date vaccination records must be submitted to us from both New Students & Current Students in order to remain eligible for any Kathy Santo Dog Training service. Please upload your vaccination records in your student portal for Rabies, Distemper, and Bordetella.

Vaccination Exemptions:

• All required vaccinations are “age appropriate”, and your puppy can participate in classes, Play, etc. as long as he has the proper vaccinations for his/her AGE.

• We also understand that some dogs may have exemptions to certain vaccines for health reasons, and we’re happy to accept a note from your vet to accommodate these exemptions. 

Should your puppy or dog fall into this category, e-mail FrontDesk@KathySanto.com with a letter from your vet and we'll notate it in your account.

If you suspect your puppy or dog is sick, unfortunately, we can not permit them access to the Facility.  If your puppy or dog becomes ill during our care, our policy is to contact you immediately, and either bring it to the local vet or veterinary ER or, upon request, care for the dog to the best of our ability while you’re on the way to us. In the case of a dog who may be contagious, we will use a quarantine room for isolation purposes.

Student Boarding Policy

Student boarding is reserved only for CURRENT students who are actively training (i.e. you and your dog have participated in training within the last two weeks via virtual private lessons or classes, in-person private lessons or group classes, phone consults, or Train). We cannot accept requests from non-current students. For more information on how to become a student, click here.

Requests for standard boarding are accepted up to 60 days in advance via our student portal. Please note, because our boarding program is dependent on each team member's schedule and any space limitations within their homes, we, sadly, cannot accommodate every request that is received (even for those submitted right at the beginning of the 60 day request window).

If your dog has not attended training within the last two weeks when they arrive for boarding, the training requirement during their stay will be doubled. Please make sure you understand this policy before submitting your requested dates.

Package Policy

No refunds can be provided for unused sessions.  You may transfer your sessions to any sibling dog, relative, or friend's dog.

Package Refund Policy

Online Training Programs and Group Class Packages are non-refundable.  If you need assistance, please email: frontdesk@kathysanto.com

Play 'Actively Training' Policy

To remain eligible for Kathy Santo Dog Training's Play program (formerly PlayCare), you and your dog must have attended group classes, a 1-1 private lesson, or alternatively, your dog needs to receive training in our Train program within the last 14 days.  This policy is for the safety of your dog and the other dogs to ensure all PlayCare dogs can safely socialize with the other dogs in the Program.

Train

Cancellation Policy:
Due to incredibly high demand, we recently sent out a notice that our Train program (formerly FastTrack) will have limited availability with a waitlist for those who are unable to book via their student portal accounts. 

For this reason, Train cancellations with less than 24 hours notice will receive a partial (50%) refund.

 

Specialty Group Class & Workshops

Cancellation Policy:
Our specialty classes and workshops are incredibly popular, and are fully booked soon after they’re announced. We do have a waitlist, but when students don’t show up for a class (without canceling), waitlist people miss an opportunity to attend. 

For that reason, cancellations with less than 24 hours notice (of the class date and time) will NOT be refunded.

Class Series Offerings

Series Cancellation Policy:
Please be advised that cancellations after purchase will only be accepted if we are able to secure a replacement from our waitlist to fill your reserved spot.

Martingale Collar Policy

ALL Play dogs are required to be wearing a martingale collar when they’re in our facility or in our care.  If you do not have a Martingale Collar, we can sell you one which you can use for all future visits.  We sell them at the school for $15.  Let us know if you’d like us to set your dog up with one and we’re happy to do it.

If you’d rather provide your own martingale collar, please make sure it’s ON your dog as you come in for Play. This includes dogs who wear prong collars or harnesses, because for safety reasons, we don’t let any dog wear those while in a crate, an exercise pen, or while in play groups.

Any dog not wearing a martingale collar will be fitted for one, and your account will be charged $15.00.

If you have questions about this, please email: frontdesk@kathysanto.com

Other Martingale Collars That We Like:

• Mighty Mite Dog Gear - Ruffwear Martingale
• Orvis

Flash Sales and Promo Incentive Rewards Policy:

"Can promotional incentive rewards be applied to pre-set discounted packages?"

They cannot because those packages are already bundled at heavily discounted rates.

This includes (but isn’t limited to): Service Dog Academy, Train Off Leash Program Package, and KSDT Academy.

Late Drop-Offs for Play with Scheduled Add-Ons:

"If I make a reservation for Play with an added service, is there a late drop off fee?"

Effective immediately, yes. 

To ensure a smooth operation for our internal team and a wonderful experience for your dog's Play stay with us, we have implemented a new policy for late drop-offs:

Any Play reservation with scheduled add-ons, such as Train, Grow (formerly PlayCare+), Grooming, etc., will incur a $20 late fee charge if not dropped off within 30 minutes of their originally booked drop-off time. 

If you don’t have any add ons, you won’t incur a fee, However, we’d love for everyone to still drop their dogs off on time so that we can plan and start our playgroups as soon as possible. 

P.S. It’s not just us. Even your dog wants to be here asap to play with the team and their friends!

“Training Enforcement Walks” Policy:

"Can my puppy or beginner level dog partake in a “training enforcement walk” add-on?"

Eventually. Only dogs who are at an Intermediate or Advanced level can participate in this add-on. So once they achieve that training level, they’re in!

However, if your dog is Puppy or Beginner level, we recommend adding Train to your Play reservation.  

You can even request that their trainer does a training walk so they can teach / enforce new skills and commands in their 30 minute, 1:1 session. 

Virtual Private Training Session

Cancellation/No Show Policy:
Refunds will not be issued for cancellations made less than 24 hours prior to the scheduled session or for no-shows at the scheduled session.