Welcome to trainandwag (accessible at www.trainandwag.com). This Refund and Cancellation Policy governs all orders and purchases of customized digital pet training plans made through our website.
By placing an order with us, you agree to the cancellation and refund terms outlined below.
1. Nature of Our Digital Services
- Digital Delivery Only: trainandwag provides 100% digital, customized pet training plans delivered electronically via email or direct secure download links.
- No Physical Goods: Because all services result in digital documents, no physical items, merchandise, or shipping tracking numbers are ever produced or dispatched.
2. Order Cancellation Policy
- Before Processing: You may request a full order cancellation and refund only if your request is submitted to our team before our specialists have begun drafting or processing your custom pet training plan.
- After Processing Commences: Once our team has initiated the creation or customization of your training plan based on your submitted pet profile, orders cannot be cancelled, as bespoke labor and digital resources have already been deployed.
- How to Cancel: To request a cancellation prior to processing, please email us immediately at secops@trainandwag.com with your order details.
3. EU Consumer Right of Withdrawal Waiver for Digital Content
In compliance with the EU Consumer Rights Directive (Directive 2011/83/EU) governing digital content and customized services:
Mandatory Legal Notice: Customized digital training plans delivered electronically are exempt from standard return and refund policies once service fulfillment or delivery has commenced. By placing your order, you expressly consent to immediate service performance and acknowledge that you lose and waive your statutory 14-day right of withdrawal.
Once your customized training plan has been transmitted to your registered email address, the digital service is considered fully rendered and non-refundable.
4. Refund Eligibility & Exceptions
Due to the custom, labor-intensive nature of personalized digital content creation, all sales are final once your training plan has been generated or delivered.
Refunds are granted solely under the following exceptional circumstances:
- Duplicate Processing: If a technical error on our payment gateway results in a duplicate charge for a single order, a full refund for the duplicate transaction will be issued promptly upon verification.
- Non-Delivery Due to System Error: If you do not receive your digital training plan due to a verified technical delivery failure on our end and our support team is unable to fulfill your order within a reasonable timeframe.
5. Incorrect Information & Customer Support
If you submitted incorrect pet details (such as age, breed, or behavioral goals) during checkout, please do not file a payment dispute. Instead, contact us immediately at secops@trainandwag.com, and our team will gladly assist you with necessary adjustments or guidance.
6. Chargeback and Dispute Prevention
- Unauthorized Disputes: Filing an unauthorized chargeback or payment dispute with your bank or credit card issuer for a fulfilled digital service without first contacting support is a breach of our terms.
- Evidence Submission: In the event of a payment dispute, trainandwag collaborates fully with payment processors (including Stripe) and financial institutions. We retain complete verification records, including timestamped transaction logs, customer intake questionnaire submissions, IP data, and digital email delivery logs to defend against fraudulent chargeback claims.
7. Contact Information
If you have questions regarding your order status, cancellations, or this policy, please reach out directly:
- Brand Name: trainandwag
- Website: www.trainandwag.com
- Official Support Email: secops@trainandwag.com