All Australian business must operate under the same set of basic rights when they sell products or service. Wolfhouse is an Australian business.
We offer both services and products that attract these basic rights. To make it very simple, we follow the ACCC's instructions explicitly.
Here is a direct excerpt from the ACCC's website regarding:
Consumer rights when buying products and services
Rights when consumer guarantees aren’t met
Consumers are entitled to a solution of a repair, replacement or refund if a product or service they buy doesn’t meet one of the basic rights. These basic rights are known as consumer guarantees.
The solutions are collectively referred to as remedies. What remedy the consumer is entitled to generally depends on:
- what was bought (whether the problem is with a product or a service)
- the seriousness of the problem (whether the problem is major or minor).
Find out more about products and the consumer rights that apply, including examples.
In some situations, the consumer gets to choose the remedy they prefer. A business has the right to assess the product or service before they provide a remedy.
Occasions when consumers aren't entitled to a repair, replacement or refund
Consumers are not entitled to a repair, replacement or refund under the consumer guarantees if:
- they got what they asked for but simply changed their mind, found the product cheaper somewhere else, or decided they didn't like the purchase or had no use for it. However, if a business has a ‘change of mind’ policy, they must follow it.
- the problem with the product was caused by the consumer misusing it
- they knew of or were made aware of the problem with the product before they bought it (but they may be entitled to a repair, replacement or refund for a different problem with the product that wasn’t made clear to them before they bought it)
- asked for a service to be done in a certain way against the advice of the business
- the problem with a service was caused by the actions of someone other than the business.
To find the full ACCC guide to refunds of goods and services under the Australian Consumer Law, please head directly to the ACCC website:
This is critical to understand when it comes to refunds on Standard Enrolment Packages, Monarch Movement Education Courses or any other type of pre-purchasing of services with us. Some examples are as following:
If you move home and it is now impractical for you to use your remaining packages/courses or if behavioural changes in your dog make it no longer safe for the dog to qualify for the enrolment type pre purchased in a package or course (Standard Enrolment Daycare or Educational Classes etc.), this now falls under "the problem with a service was caused by the actions of someone other than the business.". This is an occasion when you as the consumer aren't entitled to a repair, replacement or refund.
In this situation what we will do is convert the value of the remaining package/course to account credit to be used on our exceptionally wide range of services. As stated above, this is not something that we are legally required to offer, however it is always in the best interest of the dog's wellbeing to do so which is at the very core of who we are!
Cancellations
Standard Enrolment cancellations are to be lodged by at least 24 hours before the beginning of the reservation to avoid the activation of our cancellation policy. We understand that situations arise and can call for late cancellations which is why there will be three late cancellations allowed before the cancellation policy will be activated. Cancelling early with more than 24 hours notice will not acquire one of these late cancellation reminders of missed enrolments or a fee.
If you have received three reminders of missed enrolments, on your forth you will be charged a $30 fee.
Monarch Movement Education Courses, the policy is far stricter. Each term's course enrolments are confirmed in advance to ensure we can lock in team availability and resources for the term enabling us to guarantee Wolfhouse can execute what you have purchased. If you cancel the term prior to your first day, you will not be charged and provided a full refund. If you are absent or need to cancel after your first day due to actions of someone other than Wolfhouse, you are not entitled to a refund. If Wolfhouse is required to close or cancel your enrolment due to our own actions, you are of course entitled to a refund of that day/session.
Group/Class Enrolments are similar to Monarch Movement Education cancellations; once enrolled we allocate the relevant resources. If you cancel the enrolment prior to your first session, you will not be charged and provided a full refund. If you are absent or need to cancel after your first day due to actions of someone other than Wolfhouse, you are not entitled to a refund. If Wolfhouse is required to close or cancel your enrolment due to our own actions, you are of course entitled to a refund of that day/session.
Farm Stays are super flexible with cancellations! Cancel anytime before the day of collection and receive a full refund. Need to pick your dog up early and we will refund you any outstanding days your dog was not at the farm!
All other services are able to be cancelled for a full refund up to 24 hours prior to service commencement. Any cancellations made after this time does not provide us with enough notice to team and cannot be canceled. If you are absent due to actions of someone other than Wolfhouse, you are not entitled to a refund. If Wolfhouse is required to close or cancel your enrolment due to our own actions, you are of course entitled to a refund of that day/session.
Standard Enrolment Package Buy Conditions
Package Buys in all forms present a unique offering to consumers where the pre-purchase of multiple enrolments of the daily services provided at both Hamilton and Carindale campuses are done in one transaction. This enables the consumer to receive a discount on each day purchased plus any Standard Enrolment package buy credits can be used across both locations simultaneously. Standard Enrolment Packages are not campus specific and are intended to be used across all Wolfhouse locations.
Wolfhouse operates under the same set of basic rights all Australian businesses are required to abide by. This means that there occasions when consumers aren't entitled to a refund of package buys, including but not limited to change of mind or if the problem with a service was caused by the actions of someone other than Wolfhouse.
Wolfhouse package buys have a 12 Month Expiry Date. Redeemable on campus only. Package applies exclusively to the Standard Enrolment type with Wolfhouse. Package ownership is non-transferrable.
WOLFHOUSE information updated June 22, 2022.
ACCC Information last confirmed October 8, 2026.