Cancellation Policy

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: 12 weeks (84 days)

* Membership Payment Schedule: in 3 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.

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 online with 48 hours' notice. Failure to do so results in a 100% charge. Attention: a hike cannot be rescheduled to a day of the recurring hike.

Time Away:  

* Members may suspend their membership for up to three 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, typically offered through Quick Whip promotions.  

* Clients must provide 48 hours' notice to reschedule; otherwise, the booking is non-refundable. 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:

* A non-refundable 25% fee is charged at the time of booking. The remaining balance will be due 7 days before the event, at which point 100% of the total amount will become non-refundable.

* 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).

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. 

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. Refunds or 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, and 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 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.