Cancellation Policy

 Summary

This document outlines Indiana Bones Dog Adventures' cancellation policy for both membership holders and sporadic booking (non-members) clients. Rescheduling It includes definitions, payment terms, discontinuation of services, and procedures and reschedulingRescheduling  The policy is structured to align with ISO 9001:2015 standards, ensuring high-quality service and customer satisfaction.

Indiana Bones Dog Adventures Cancellation Policy

This policy outlines cancellation and rescheduling procedures for membership holders, sporadic booking clients, and dog boarding/sitting services. We strive to provide high-quality service while maintaining fairness and transparency.   

I. Membership Holders  Definitions:  

*   Membership Agreement Duration: 3 months (84 days) 

*   Membership Payment Schedule: installments, paid every 4 weeks (28 days)  

Payment:  

*   Memberships auto-renew unless cancelled in writing. 

*   Payments are due every 4 weeks from the registration date. 

*   Membership rates may change annually with advance notice. 

*   The membership period begins on the Saturday before the first hike.  

Discontinuation of Service:  

*   Early termination incurs a cancellation fee based on the remaining membership duration:  75% of remaining installments within the first month; 50% within the second month; 25% within the third month.

*   Memberships must be cancelled with at least one week's notice. Otherwise the full value of the membership will be charged. 

*   Paid installments are non-refundable except in cases of documented illness (physician's note required).  

Cancellations and Rescheduling:  

* Indiana Bones may cancel hikes due to safety or staffing issues. If a hike is canceled, rescheduling will only be available for remaining spots at the end of the day. Remaining spots refer to those available for the next day that were not sold, which would typically be offered through Quick Whip promotions.

*   Members can reschedule hikes with 48 hours' notice.  Failure to do so results in a 100% charge. 

*   Reschedule allowances:  Members receive 3 "reschedule points" per membership period. Each reschedule uses one point. After points are used, a 100% charge applies.  Illness (physician's note required) does not use points. 

Attention: a hike can’t be rescheduled to a day of the recurring hike.

Time Away:  

*   Members may suspend their membership for up to 3 weeks per year with adjusted payments. This allowance resets annually on January 1st. 

*   Additional time off incurs a 50% fee per missed hike to maintain the reserved spot.

   II. Sporadic Booking (Non-Members)  

Payment:  

*   Full payment is required at the time of online booking. 

*   Appointments can be scheduled up to one month in advance.  

Discontinuation:  

*   Clients receive a 50% refund for remaining hikes if cancelled with 48 hours' notice.  

Cancellation:  

*   Indiana Bones may cancel hikes due to safety or staffing issues. If a hike is canceled, rescheduling will only be available for remaining spots at the end of the day. Remaining spots refer to those available for the next day that were not sold, which would typically be offered through Quick Whip promotions.

*   Clients must provide 48-hour notice to reschedule; otherwise, the booking is non-refundable.  One reschedule is permitted per month.  Further cancellations are non-refundable except for illness or injury (veterinarian's note required). 

*   No-shows are non-refundable.  

III. Dog Boarding and Dog Sitting Payment:  

* Full payment is required at the time of booking.  A non-refundable 25% deposit is required to secure the booking. 

* Any changes made less than 7 days prior to the start of service will be subject to a 50% cancellation fee (based on the total cost of the booking).   

Cancellation:  

* Indiana Bones Cancellation: if Indiana Bones cancels a boarding or sitting reservation due to unforeseen circumstances (e.g., staff illness, facility issues), clients will receive a full refund. 

* Client Cancellation:  Cancellations made more than 7 days before the start of service will receive a full refund, less the non-refundable deposit.  Cancellations made within 7 days of the start of service are subject to a 50% cancellation fee. Cancellations made on the day of service are non-refundable.  In the case of documented emergency (police report, hospital documentation, etc.), a case-by-case review will be conducted. 

* Early Pick-up: Should a client need to pick up their dog earlier than scheduled, they will be charged for the full duration of the originally booked service.  Exceptions may be considered on a case-by-case basis for emergencies (with proper documentation).  

 IV.  General Information:  

* Severe Weather: In the event of severe weather conditions that impact safety, Indiana Bones may need to adjust or cancel services.  Clients will be notified as soon as possible.  Rescheduling will be offered based on the specific circumstances.  

* Communication:  We will communicate cancellations or changes to bookings promptly.  

* Contact: For inquiries, contact logistics@indianabones.ca.  

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Indiana Bones Dog Adventures - Internal ISO 9001:2015 Compliance Plan  This document outlines Indiana Bones Dog Adventures' Quality Management System (QMS) elements in accordance with ISO 9001:2015 standards. This is for internal use only.  1. Context of the Organization  *   Scope of the QMS: This QMS applies to all aspects of Indiana Bones Dog Adventures' operations, including membership services, sporadic bookings, and dog boarding/sitting services. *   Interested Parties: Clients, staff, regulatory bodies (e.g., animal welfare agencies, local authorities).  2. Leadership  *   Quality Policy: Indiana Bones Dog Adventures is committed to providing high-quality dog-related services that consistently exceed customer expectations and comply with all relevant regulations and legal requirements regarding animal welfare and safety. *   Roles and Responsibilities: Clearly defined roles and responsibilities ensure compliance with this QMS and the prompt resolution of any issues.  (See attached organizational chart for details).  3. Planning  *   Quality Objectives:     *   Maintain high customer satisfaction scores (target: 95% satisfaction rating).     *   Ensure the safety and well-being of all dogs under our care.     *   Minimize cancellation-related disruptions to services. *   Risk Management: Regularly assess and mitigate risks related to service delivery, cancellations, and potential animal welfare concerns.  (See attached risk assessment matrix).  4. Support  *   Resources:  Maintain adequate staffing, equipment, and facilities to meet operational commitments. *   ompetence and Training:  Provide ongoing training for staff on animal handling, customer service, and QMS procedures.  (See training records). *   Communication: Establish clear and efficient internal and external communication channels.  5. Operation  *   Operational Planning and Control:  Maintain detailed operational procedures for all services. *   Customer Communication:  Provide prompt, accurate, and courteous communication to clients regarding any changes or cancellations.  6. Performance Evaluation  *   Monitoring and Measurement: Regularly monitor key performance indicators (KPIs), including customer satisfaction, staff performance, and incident rates. *   Internal Audits: Conduct regular internal audits to ensure compliance with the QMS.  (See audit schedule). *   Management Review: Conduct annual management reviews of the QMS's effectiveness and relevance.  7. Improvement  *   Nonconformity and Corrective Action: Establish a system for promptly identifying, investigating, and addressing any nonconformities. (See corrective action procedure). *   Continual Improvement:  Regularly review and improve the QMS to enhance service quality and efficiency.

8. Records  *   Documented Information: Maintain accurate records of all relevant information, including cancellations, rescheduling requests, client communications, training records, and audit results. *   Review Frequency:  All documented information should be regularly reviewed and updated.

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Indiana Bones Dog Adventures - Internal ISO 9001:2015 Compliance Plan  This document outlines Indiana Bones Dog Adventures' Quality Management System (QMS) elements in accordance with ISO 9001:2015 standards. This is for internal use only. 1. Context of the Organization  *   Scope of the QMS: This QMS applies to all aspects of Indiana Bones Dog Adventures' operations, including membership services, sporadic bookings, and dog boarding/sitting services. *   Interested Parties: Clients, staff, regulatory bodies (e.g., animal welfare agencies, local authorities). 2. Leadership  *   Quality Policy: Indiana Bones Dog Adventures is committed to providing high-quality dog-related services that consistently exceed customer expectations and comply with all relevant regulations and legal requirements regarding animal welfare and safety. *   Roles and Responsibilities: Clearly defined roles and responsibilities ensure compliance with this QMS and the prompt resolution of any issues. (See attached organizational chart for details). 3. Planning  *   Quality Objectives:     *   Maintain high customer satisfaction scores (target: 95% satisfaction rating).     *   Ensure the safety and well-being of all dogs under our care.     *   Minimize cancellation-related disruptions to services. *   Risk Management: Regularly assess and mitigate risks related to service delivery, cancellations, and potential animal welfare concerns. (See attached risk assessment matrix). 4. Support  *   Resources:  Maintain adequate staffing, equipment, and facilities to meet operational commitments. * competence and Training:  Provide ongoing training for staff on animal handling, customer service, and QMS procedures. (See training records). *   Communication: Establish clear and efficient internal and external communication channels. 5. Operation  *   Operational Planning and Control:  Maintain detailed operational procedures for all services. *   Customer Communication:  Provide prompt, accurate, and courteous communication to clients regarding any changes or cancellations. 6. Performance Evaluation  *   Monitoring and Measurement: Regularly monitor key performance indicators (KPIs), including customer satisfaction, staff performance, and incident rates. *   Internal Audits: Conduct regular internal audits to ensure compliance with the QMS. (See audit schedule). *   Management Review: Conduct annual management reviews of the QMS's effectiveness and relevance. 7. Improvement  *   Nonconformity and Corrective Action: Establish a system for promptly identifying, investigating, and addressing non-conformities. (See corrective action procedure). *   Continual Improvement:  Regularly review and improve the QMS to enhance service quality and efficiency.

8. Records  *   Documented Information: Maintain accurate records of all Informationformation, including cancellations, rescheduling requests, client communications, training records, and audit results. *   Review Frequency:  All information should be regularly reviewed and updated. The information below is for Indiana Bones Staff only.

• Scope of the QMS: This policy applies to all Indiana Bones Dog Adventures membership holders and sporadic booking clients.
• Interested Parties: Clients, staff, regulatory bodies.

• Quality Policy: Committed to high-quality dog hiking services, meeting customer expectations and regulatory requirements.
• Roles and Responsibilities: Management ensures compliance and addresses issues.

• Quality Objectives: Maintain high customer satisfaction and ensure the safety and well-being of all dogs.
• Risk Management: Regular assessment and mitigation of service discontinuation and cancellation risks.

• Resources: Adequate staffing and resources to meet commitments.
• Competence and Training: Ongoing staff training for efficient handling of cancellations and rescheduling.
• CommReschedulingaintain clear communication channels with clients.

• Operational Planning and Control: Ensure all hikes meet customer requirements.
• Customer Communication: Informationrmation on changes or cancellations.

• Monitoring and Measurement: Regular monitoring of customer satisfaction and service performance.
• Internal Audits: Conduct audits to ensure compliance.
• Management Review: Annual policy review for effectiveness and relevance.

• Nonconformity and Corrective Action: Promptly address nonconformities and take corrective actions.
• Continual Improvement: Seek ways to improve the cancellation policy and service quality.

• Documented Information: Maintain cancellations, rescheduling requests, and client communications records.
• Review Frequency: Annual policy review and updates to ensure ISO 9001:2015 compliance.