POLICIES & WAIVER
Happy dogs.
Safe adventures.
A few important details before we head out.
We want every hike to be safe, fun, and straightforward for both dogs and their people. Please review our client policies and complete the required waiver before your dog’s first hike.
Happy dogs and safe adventures.
We want every hike to be safe, fun, and straightforward for both dogs and their people. Please review our client policies and complete the required waiver before your dog’s first hike.
CLIENT POLICIES
What to Expect
Our client policies keep everyone safe, happy, and on the same page. Take a few minutes to review the details below. If you have any questions, we’re always happy to chat.
Payments
Payment Policy
1.1 Rates and Booking
Current rates for individual hikes, group hikes, and multi-dog or multi-session packages are provided to Client at the time of booking and are subject to change with reasonable notice. A booking is only confirmed once payment or a valid payment method is on file, as applicable to the service type.
1.2 Accepted Payment Methods
• E-transfer, cash, or other method specified by Operator
• Packages and pre-paid session blocks, where offered
• Recurring/standing weekly or monthly billing, where arranged in advance
1.3 Payment Timing
- Single sessions: payment is due at time of booking or before the session takes place, unless other arrangements are confirmed in writing.
- Packages/blocks: payment is due in full before the first session in the package is used.
- Recurring clients: invoices are due within 7 days of the invoice date.
1.4 Late or Missed Payments
Accounts not paid within 10 days of the due date may be paused, with the Dog’s enrolment suspended until the account is brought current. Operator reserves the right to charge a reasonable late fee or interest on overdue balances, and to apply any failed e-transfer or NSF fee charged by Operator’s bank to Client’s account.
1.5 Refunds and Credits
Pre-paid sessions or packages that go unused due to Operator-initiated cancellation (e.g., unsafe weather, staff illness) will be rescheduled or credited at Operator’s discretion. Refunds for Client-initiated cancellations are governed by the cancellation windows in the Termination Policy below, and packages are generally non-refundable once the validity period has started, except where required by law.
1.6 Price Changes
Operator will provide Client with reasonable advance notice (e.g., 30 days) of any rate change before it applies to future bookings. Rates already paid for confirmed sessions are not affected retroactively.
Waitlist
2.1 When the Waitlist Applies
Group hikes, popular time slots, and seasonal high-demand periods may reach capacity. When a session or recurring time slot is full, Client may be added to a waitlist for that slot.
2.2 How the Waitlist Works
• Waitlist position is generally held in the order requests are received, though Operator may prioritize existing recurring clients for their regular slot.
• If a spot opens up, Operator will contact the next Client on the waitlist by [text/email/phone] and hold the spot open for a response window of [X hours].
• If no response is received within the window, the spot is offered to the next Client on the list.
• Being on a waitlist does not guarantee a spot, and no payment is required or taken until a spot is confirmed.
2.3 Recurring Slot Waitlists
For clients waitlisted for an ongoing weekly/recurring slot, Operator will make reasonable efforts to notify Client as soon as a permanent or temporary opening (e.g., due to another client’s vacation or cancellation) becomes available.
2.4 Removal from the Waitlist
Client may ask to be removed from any waitlist at any time. Operator may also remove a Client from a waitlist after multiple declined or unanswered offers, or after several days of inactivity, and Client may re-add themselves on request.
Punch Cards and Packages
3.1 What a Punch Card Is
A punch card is a pre-paid block of sessions (e.g., 5, 10, or 20 hikes) purchased in advance at a package rate. Each completed, attended session uses one punch from the card; cancellations made within the cancellation window in Policy 4 (Cancellation and Termination) below may also use a punch, as set out below.
3.2 Purchase and Activation
Punch cards are paid in full at time of purchase and are activated on first use, not on purchase date, unless otherwise stated.
3.3 Validity Period
Punch cards are valid for [X months] from the date of activation. Unused punches remaining after the validity period expire and are non-refundable, except where required by law or extended at Operator’s discretion (e.g., for documented extended illness or injury of the Dog).
3.4 Punch Deductions
• A punch is deducted for each completed session attended.
• A punch is deducted for a late cancellation or no-show, per the windows set out in the Cancellation and Termination Policy.
• A punch is NOT deducted for sessions cancelled by Operator (e.g., unsafe weather, staff illness).
• A punch is NOT deducted for cancellations made within the eligible advance-notice window.
3.5 Tracking
Operator tracks punch card balances in its booking/records system and will provide Client with the current balance on request. Client is responsible for confirming their remaining balance before booking the final sessions on a card.
3.6 Transferability and Refunds
Punch cards are non-transferable between dogs or clients unless approved in writing by Operator, and are non-refundable once activated, except for unused, non activated cards within [X] days of purchase, or as otherwise required by law.
Cancellations and Termination
4.1 Client Cancellations
• Cancellations made more than [24/48] hours before a scheduled session: full credit or refund.
• Cancellations made within [24] hours of a scheduled session: charged at [50–100]% of the session rate, at Operator’s discretion, to cover reserved staff time.
• No-shows (Dog not available/ready at pickup or meeting point): charged in full.
4.2 Operator Cancellations
Operator may cancel or reschedule a session due to unsafe trail, weather, wildlife activity, vehicle issues, staff illness, or other safety concerns. In such cases, Client will be offered a reschedule or credit at no charge, and Operator will make reasonable efforts to provide as much notice as possible.
4.3 Termination of Services by Operator
Operator may suspend or permanently terminate Services to a Client or Dog, with or without notice where safety is a concern, in circumstances including but not limited to:
• The Dog displays aggression, repeated failure to recall, or behaviour that places staff, other dogs, or the public at risk;
• Client provided inaccurate or incomplete information about the Dog’s temperament, health, or vaccination status;
• Repeated late payment, late pickup/drop-off, or non-compliance with policies in this handbook;
• Abusive, threatening, or disrespectful conduct toward staff; or
• Any conduct that, in Operator’s reasonable judgment, is incompatible with the safe operation of the business.
Where Services are terminated for cause, any pre-paid, unused sessions are non-refundable, except where Operator determines at its discretion that a partial credit is appropriate.
4.4 Termination of Services by Client
Client may discontinue Services at any time by providing written notice (email or text) to Operator. Any unused pre-paid sessions will be handled in accordance with Section 1.5 (Refunds and Credits) above.
Dog Tracking and Check In/Out Policy
5.1 Purpose
This policy sets out how Operator tracks each Dog’s whereabouts, attendance, and wellbeing before, during, and after a hike, to support safety, accountability, and timely communication with Client.
5.2 Check-In Procedure
• Each Dog is checked in at pickup or drop-off using Operator’s tracking log (digital or paper), recording time, condition on arrival, and any notes provided by Client.
• Staff will visually assess the Dog on arrival for any signs of illness, injury, or distress, and will contact Client before proceeding if a concern is identified.
• Collars, harnesses, and ID tags are checked for proper fit before the Dog is loaded for transport or joins the group.
5.3 During the Hike
• A headcount of all dogs in the group is taken at the start of the hike, at any major stops, and before returning to the vehicle or end point.
• Off-leash privileges are extended only to dogs that have demonstrated reliable recall in line with the representations made in the signed Liability Waiver; any dog showing reduced recall reliability on a given day may be leashed at staff discretion.
• GPS location tracking (via [staff phone / GPS collar / app, as applicable]) may be used during hikes for staff safety and route logging.
5.4 Check-Out Procedure
• Each Dog is checked out at drop-off or pickup, with time and condition recorded.
• Staff will note and report to Client, at pickup or by message, any incident, injury, unusual behaviour, or health concern observed during the session.
5.5 Missing Dog Protocol
In the event a Dog fails to recall or goes missing during a hike, staff will follow Operator’s internal missing-dog protocol, which includes an immediate, organized search of the immediate area, notification to Client and emergency contact as soon as reasonably possible, and contacting local animal control, conservation officers, or other authorities as appropriate to the situation and location.
5.6 Records Retention
Check-in/check-out logs and incident notes are retained by Operator for a reasonable period (e.g., [12] months) to support continuity of care, safety review, and any insurance or liability requirements, and are kept confidential except as required by law or for legitimate business/insurance purposes.
Health, Vaccination, and Parasite Prevention
To protect the health of all dogs in Operator’s care, Client must keep the following current and provide proof on request:
• Core vaccinations (including rabies) per a licensed veterinarian’s recommended schedule;
• Flea, tick, and parasite prevention appropriate for trail and forested environments;
• Disclosure of any contagious condition (e.g., kennel cough, parasites) — Dog must not attend until cleared by a veterinarian; and
• Disclosure of any new injury, surgery, or medical restriction that could affect the Dog’s ability to safely hike.
Operator may request updated veterinary records at any time and may decline Services until current records are provided.
Incident and Emergency Response
7.1 Definition of an Incident
An “incident” includes any injury to a Dog or person, a dog-on-dog altercation, a bite, a missing dog, a wildlife encounter involving risk, a vehicle incident during transport, or any event Operator reasonably considers worth documenting.
7.2 Immediate Response
- Staff secure the immediate safety of all dogs and people present.
- First aid is administered to the extent staff are trained and equipped to do so.
- Client and/or emergency contact is notified as soon as reasonably possible.
- If warranted, the Dog is transported to the nearest available veterinary clinic, per the Emergency Veterinary Care Authorization in the signed Liability Waiver.
- For incidents involving injury to a person, or where required by the situation, Operator will also contact emergency services (911) and/or relevant authorities (e.g., conservation officers for wildlife incidents, municipal animal control for dog-on-dog incidents).
7.3 Documentation
All incidents are documented in writing as soon as practical, including date, time, location, dogs/people involved, description of what occurred, response taken, and any follow-up required. A copy of the incident report will be made available to Client on request.
7.4 Follow-Up
Operator will review incidents to determine whether any change to the Dog’s participation (e.g., leashed-only status, reduced group size, suspension) is warranted going forward, in line with Section 1 of the Liability Waiver and Section 4.3 of the Termination Policy above.
CLIENT POLICIES
Required for all hiking clients
Hiking can involve off-leash activity, trails, transportation, interactions with other dogs, wildlife and other inherent risks. Our waiver outlines these risks and includes important information about your responsibilities as a dog owner.
Please reivew the waiver below and complete the online form before your dog’s first hike.
