CANCELLATIONS & REFUNDS.
This policy applies to services booked and paid for online with Ella’s Hound Club. It is intended to sit alongside, and not restrict, your statutory consumer rights.
1. Your 14-day cancellation right
Where you book a service online, you will normally have the legal right to cancel the contract within 14 days from the day after the contract is entered into, without giving a reason. If no service has been provided during that period, you will receive a full refund of payments covered by that statutory cancellation right.
2. Appointments within the 14-day period
If you want an appointment to take place before the 14-day cancellation period has ended, we will ask you to expressly request that the service begins during that period. If you then exercise your statutory right to cancel after the service has begun but before it has been fully performed, you may be required to pay a reasonable amount proportionate to the service already provided, where the law permits this.
3. Once a service has been fully performed
If a service is fully performed during the 14-day cancellation period after you expressly requested that it begin during that period, and you acknowledged that your statutory right to cancel would be lost once the service had been fully performed, that statutory cancellation right will no longer apply to that completed service.
4. Cancellations outside the statutory cancellation right
Where the statutory 14-day cancellation right no longer applies and you cancel a future appointment, any cancellation charge or deduction will be limited to an amount that is fair and reasonable in the circumstances, taking account of losses directly resulting from the cancellation. We will not apply a cancellation charge that exceeds what consumer law permits.
5. If Ella’s Hound Club cannot fulfil the appointment
If Ella’s Hound Club cannot provide an agreed service and an alternative arrangement cannot be agreed, you will receive a full refund for the service that cannot be provided.
6. How to cancel or request a refund
To cancel a booking or request a refund, email hello@ellashoundclub.com. Please make it clear that you wish to cancel and include enough information for us to identify your booking. You do not have to use any particular wording.
7. Refunds
Where you are entitled to a refund following exercise of your statutory cancellation right, it will be made without undue delay and within the period required by law. Refunds will ordinarily be made using the same means of payment used for the original transaction unless otherwise agreed.
8. Your statutory rights
Nothing in this policy excludes or limits any rights or remedies you have under UK consumer law, including your rights where a service is not provided with reasonable care and skill or otherwise does not conform to the contract.