Refund policy
The K9 School Bus Pty Ltd. - Last updated: 1st July 2026
We know plans change, and we want this to be simple and fair for both of us. Here's how cancellations, changes, and refunds work.
Cancellations
Our cancellation window is 24 hours before your dog's scheduled pickup.
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At least 24 hours notice: you're eligible for a refund or credit, less any applicable administration fee.
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Less than 24 hours notice, or a no-show at the dog park stop: the booking is non-refundable.
For example, if your pup is booked for a 6:00am pickup on Wednesday, just let us know by 6:00am Tuesday (a Monday evening message works perfectly) so we can rearrange your booking or arrange refund.
Changes to a Booking
Need to change the route, day, or stop for an existing booking? Just get in touch and we will do our best to accommodate you.
Multi-Pack Bookings (5-Pack / 10-Pack)
When we introduce our discounted multi-trip packs, these are booked as a set. Individual trips within a pack can be cancelled or rescheduled under the same 24-hour window above. Unused trips remain valid for future use; however they're not refundable for cash once purchased, but we're always happy to help you reschedule. Just reach out.
Late Pickup or Drop-off
We'll wait at each stop for the time shown on the published timetable, giving everyone a fair chance to get there on time. If your pup isn't there when we need to move on to keep the rest of the route on time, we'll have to continue without them, and unfortunately that journey won't be refunded.
In the unlikely event that no one's there to collect your dog at the return stop, we'll reach you straight away. We understand life happens, but if late collection becomes a regular thing, we may need to introduce a small fee or have a chat about whether the timing works for your schedule.
Service Changes on Our End
If we ever need to cancel or significantly change a scheduled run (for example, due to a vehicle issue or unsafe conditions), we'll let you know as early as possible and provide a full refund or credit for that journey, no questions asked.
How Refunds Are Processed
Refunds are issued back to the original payment method via Square. Please allow a few business days for the refund to appear, depending on your bank, but I’ll confirm when the refund was processed on our end.
Questions
If anything about a cancellation or refund isn't clear, just reach out.
This policy should be read alongside our full Terms of Service and Privacy Policy.