Booking cancellations and refunds

This policy explains payments, changes to appointments and refunds for Sock Thief Society services. Sock Thief Society is run by Clare Dalton. For help with your booking, contact clare@sockthiefsociety.com.

Booking and payment

Payment is required at booking. Your confirmation email includes your appointment details and links for managing your booking.

The Puppy Journey and Focused Puppy Support are booked as complete programmes. Their prices cover the agreed sessions and accompanying support rather than separately priced appointments.

Programme timing and support

Weekday video support is available from booking and throughout your Puppy Journey. The programme is designed around six weeks to support your puppy’s settling-in and early development, with flexibility to adjust session timing together when needed.

Support is provided Monday to Friday lunchtime. It is not an emergency service; please contact your vet for urgent health concerns.

Rescheduling and missed appointments

Please give at least 24 hours’ notice if you need to reschedule. With this notice, your appointment can be moved without charge, subject to availability.

With less than 24 hours’ notice, or if you miss a scheduled appointment, the session will normally count as used and fees retained.

Cancelling before your service starts

If you cancel before any sessions, personalised work or individual support have been provided, you will receive a full refund. Please email Clare on clare@sockthiefsociety.com. Refunds generally take 5–10 days to process and return to your original method of payment.

Cancelling after your programme has started

Once your programme has started, refunds are not normally provided if you choose to stop attending or leave sessions unused.

If unexpected circumstances make continuing difficult, please contact Clare. We will discuss whether a pause, rescheduling or an exceptional refund is appropriate. Exceptional refunds are considered individually and are not guaranteed. Your statutory consumer rights remain unaffected.

If the service is unsuitable

Please read the service description before booking and tell Clare about any concerns that may affect suitability.

If Clare identifies that the booked service is unsuitable before it starts, you will receive a full refund.

If this becomes apparent after starting, Clare will discuss appropriate next steps, including referral where suitable. If Clare ends the programme because she cannot appropriately provide the remaining service, the undelivered portion will be refunded. Your cooling-off and other statutory rights remain unaffected.

If Clare needs to cancel

If Clare needs to cancel an appointment, you will be offered a replacement at a mutually suitable time.

If a suitable replacement cannot be agreed, you will receive a refund for the affected service. If Clare cannot continue a programme, the undelivered portion will be refunded. This does not limit any wider refund or other remedy you are entitled to by law.

Refunds and concerns

Refunds due under this policy will be issued without undue delay and within 10 days of receiving your cancellation notice or agreeing an exceptional refund. Refunds use the original payment method unless otherwise agreed. No refund administration fee will be charged.

If you are unhappy with the service, please contact Clare so your concern can be discussed and addressed. Nothing in this policy limits your statutory rights where a service is not supplied as agreed.