Zoom Room Policies

Dog Training Policies

Zoom Room Policies

FAQS about Our Policies

Are female dogs in season permitted in class?

Unfortunately we do not allow any use of our facility to female dogs in season. We have found it to be a significant cause of disruption, even during private training sessions. We thank you for your understanding.

Do you have a tardiness policy?

Yes. Our group classes all start promptly, and once a class has begun, we have found it very disruptive to allow stragglers to enter a class in progress. So if you are more than five minutes late to a class, we unfortunately will need to ask you to schedule a different session to attend, but we'll allow you to use the credit of the class you missed. Regarding appointments, as we're pretty busy, we will not be able to extend the time of your appointment past the scheduled end time. So if you are late, please know that you won't be able to receive the full benefit of the session. For evaluations specifically, if you are late you will likely need to pay for and book a new appointment. If this is your first time visiting, and you will be bringing in vaccination records, please be sure to arrive early to allow extra time for this.

What vaccinations are required?

Proof of current yearly vaccination must be provided prior to enrolling in classes. Please make sure your dog is up-to-date on DHPP, Bordetella, and rabies vaccines. Titer tests are also permitted. Puppies will need to have vaccinations commensurate with their age to enroll in puppy class. You MUST fax, e-mail or upload your dog’s vaccination records prior to your first visit to the Zoom Room. If we don’t have your dog’s vaccine records on file, you won’t be able to attend the session, nor eligible for a refund or credit.

How do I send you my dog's vaccination records?

You may bring them in in person, fax them, have your veterinarian fax them, or you can upload them directly to your account. Find a Zoom Room near you, and there you’ll find the fax number; if you click to visit the location’s page you will find a direct link for uploading your dog’s records.

I don't vaccinate my dog but I have titer test results. Is that okay?

Yes. We will need documentation of the positive titer test results, and you will also need to sign a vaccine waiver form.

What is your cancellation policy?

Private training sessions, Private Gym, evaluations and classes may be cancelled up to 24 hours in advance. Parties must be cancelled at least one week in advance. Late cancellations will be charged the full price. Refunds on workshops are only available after the first session, minus a teaching and administrative fee. Some locations offer special monthly unlimited training plans. For those enrolled in a Monthly Unlimited Plan, please note that these contracts are non-refundable. You can cancel your reservation for any class up to 24 hours in advance. If you cancel with less than 24 hours notice, you will be charged a $15 Late Cancel fee. If you do not show up for a class you had reserved, you will be charged a $30 No Show fee.

What is your refund or return policy?

For Products: If you are dissatisfied in any way with your purchase you may exchange or return it within 30 days from the date of purchase. All returns must be new & unused, in unopened packaging with tags attached and must be accompanied by the original receipt. Defective merchandise may be returned if accompanied by original receipt and within 30 days of purchase. But please note that no toy is truly indestructible! Electronic training equipment is non-returnable. Dog food may be returned for store credit only.

For Services: For Workshops and Class Packages, you may ask for a refund after the first class only; you will be refunded the pro-rated amount of purchase, less a $35 administrative fee. For packages of Private Training, you may ask for a refund after the first session only. You will be refunded the amount of your purchase, less the cost of a single private training session. There are no refunds for evaluations, parties, meet-ups or Private Gym.

How old do I have to be to attend training classes?

Children eight and up may participate in dog training classes with an adult escort. Teens fourteen and up can take part in classes without an adult present.

Can I come by just to use the agility course?

Yes! We offer Private Gym for quality exercise time with your dog, whatever the weather. Up to three dogs may attend these sessions, off leash, at times convenient to you. Learn more about Private Gym.

Can I watch a class before I sign up?

Yes, you may come watch a session prior to enrolling, however please call ahead so we can greet you. Find a Zoom Room near you and there you’ll find all contact information.

What types of collars, leashes and harnesses are permitted?

Please note that all dogs must be leashed in the lobby. Flat buckle collars along with nylon or leather leashes should be used for classes. Correction collars (choke chains, prong collars, and e-collars) are not permitted in the training area. Head collars (Haltis or Gentle Leaders) and harnesses should be removed prior to agility classes. Flexi-Leashes (i.e. retractable) are not permitted in the training area.

If I buy a gift card at one location can I use it at another location?

Absolutely. Gift certificates make great presents for those who live near one of our locations - and you can always use them at any Zoom Room. Give the gift of a well-trained dog and buy a gift certificate today!

If I bought a product at one location can I return it to another location?

No. Each Zoom Room is independently owned and operated.

If I paid for classes at one of your locations, can I use those credits at a different location?

No. Each Zoom Room is independently owned and operated.

Do you have on-site medical staff?

Safety is our highest concern, and all of our dog trainers are trained in basic first aid for dogs. A 24-hour emergency clinic is less than a mile away for conditions requiring more extensive care.

Do I need to sign a liability release?

Yes. Everyone who enters our gym area may only do so after signing our standard release. If you are under 18, you must have a parent or guardian sign on your behalf.

Who cleans up after the dogs?

Please walk your dog prior to entering the building. You are responsible for cleaning up any accidents within the facility, for which we have provided you with a handy-dandy Cleanup Station.

What if my dog doesn’t meet the prerequisites for a class?

We take our posted prerequisites very seriously; any failure to follow our prerequisites are non-refundable, but you may apply account credit to other classes. Some examples include: enrolling in any class without up-to-date vaccines, enrolling in an advanced class when you haven’t taken the previous classes nor gained instructor approval, or enrolling a dog known to be aggressive in any of our group classes. In such situations, on the first day of class you’ll be asked to enroll in a different, appropriate class, pending availability.

Is there an extra charge for couples?

If you and your signficant other or other family member wish to come together to classes, you are welcome to do so. There are no extra charges for more than one person to participate, but due to space restrictions in the center, there is a per-dog limit of two people for group classes. Private dog training classes have no restrictions for other household members.

If my dog isn’t learning, can I get a refund?

We find that all dogs can benefit from professional dog training, even if they’ll never make it on Animal Planet. For workshops, refunds are only offered after the first class minus a teaching and administrative fee. Please consult the FAQ regarding refunds for more information.