Frequently Asked Questions

Got questions?

We might have the answer right here.

Your Account

How do I add my profile picture?

Now THAT… is an excellent question.  No really, we’ve spent hours trying to figure it out. If you succeed and you share the secret with us, we’ll refund the full price you paid for your course.

Do you keep my credit card info?

Nope. In fact, since we only use secure third parties to process payments, we never actually see your payment info. For more on this, see our privacy policy.

What's your refund policy?

We want to make sure you’re getting value for your money.  You’ll find our refund policy over on our Terms & Conditions page.  Make sure you read all the way to the end to get a taste of our true feelings about this kind of stuff.

On Training

Are you a balanced trainer?

Trying to slap a label on what “kind” of trainer I am creates confusion because existing labels mean different things to different people. In a nutshell, I can tell you that I adhere to a training approach that sets the dog up for success.

I do the same for my human students.  Learning in a training context should be a good experience, never scary, never painful. If my human or canine learners are making mistakes, that’s on me.  I need to fix that by changing the training set-up.

I appreciate that bad things happen in daily life that are unpleasant, sometimes painful and scary, and that we do learn from these experiences. But when we can control the learning environment and context, we can absolutely make learning happen without the aversives.

Is my dog too young or too old for training?

Nope. Learning is actually happening all the time, whether you’re controlling what’s being learned or not.  And because the methods and techniques you’ll learn here are gentle, you can start your puppy’s training from the get-go.  And yes… you CAN teach an old dog new tricks. Just keep in mind that if a behaviour’s been reinforced for years, it may take a while longer to help the new behaviour “stick”.

Why will you only accept private coaching sessions with people who have taken one of your courses?

Yeah, about that… I want to help as many people and dogs as I can. But the truth is that there are more dogs in need of help than there is time, and if a student has already gone through the necessary course or webinar material, that cuts down on A LOT of time that we’d need in order to cover the basics.

If you’ve taken any of my past or present online classes, or have been a past private coaching student, we can work one-on-one together through virtual means.

This was a tough but necessary decision to make. Thanks for your understanding.

Course-related 

Where can I find the PDF downloads?

Each lesson in a course includes a PDF document of the content highlights.  On the lesson page, you’ll find a tab entitled “Materials” that sits just above the video window. Click on that, and you’ll see a button that says “Lesson Highlights”.  You can read, print, and/or download the PDF.

How do I turn the video subtitles on and off?

Each video has closed-captioning available.  You can turn it on or off by clicking on the “CC” button on the video player.

If you’re watching the video on a smartphone, it’s possible that subtitles continue to appear on the screen even after you’ve turned the “CC” option off.  This is actually a technical glitch that Vimeo (where the videos are hosted) is aware of.

We apologize if you find it distracting.  The only remedy for this at the moment is to watch the videos on a desktop or tablet.