Client Policies

1. Payment Policy

• Payment is due at the time of booking.

• Packages must be paid in full to secure the appointment.

• Payments are non-refundable once services begin.

2. Cancellation & Rescheduling

  • 24 hours notice is required for cancellations.

  • Cancellations under 24 hours may be charged 50% of the session fee.

  • No-shows are charged the full session fee.

  • Rescheduling is allowed up to 24 hours before session time.

  • Exceptions can be made on a case-to-case basis due to an emergencies. If you need to reschedule within 24 hours due to an emergency, please contact Brittany through the Contact page as soon as possible.

  • Intake forms must be completed and submitted before the session can take place. If the intake form is not submitted in enough time for review, the session may need to be rescheduled.

  • Same-day or last-minute rescheduling may not be available, especially within 6 hours of the scheduled session time.

3. Communication Policy

Quick Fix Clients

• Email support is limited to the terms of the package.

• Additional questions outside package terms may require booking a follow-up session.

Behavior Reset & Complex Case Package Clients

• Unlimited short texts/emails for 30 days. This is intended for cases that need plan adjustments. Brittany will explain the process during your session and you can ask questions at that time.

• Messaging is for brief questions (not full reevaluations).

• Responses are typically within 12 hours.

4. Behavioral Disclaimer

I provide behavior consulting, guidance, and training support based on environmental and behavioral principles.

I do not diagnose medical conditions or provide veterinary services.

Clients are encouraged to consult a veterinarian if pain or illness is suspected. Medical issues can sometimes cause or worsen behavior problems, so veterinary care may be an important first step.

If you are unsure whether your situation may require veterinary attention, you may message Brittany through the Contact page for general guidance on whether a veterinary evaluation should be considered before booking a behavior session.

Brittany may advise that a case is best handled by a veterinarian before behavior consulting begins. If a session has already been booked and Brittany determines that veterinary care should be the first step, you will receive a refund for that session.

Please note: some situations may involve both medical and behavior components. In these cases, you may need to consult a veterinarian first, then work with Brittany on the behavior side once the medical concern has been evaluated or treated. Brittany can help guide you on the appropriate next step for behavior support after veterinary care.

5. Safety Policy

• Brittany does not advise methods involving force, fear, or punishment.

• Clients must follow safety instructions during aggression cases.

• If a case involves severe danger to humans or animals, referral may be required.

Queen Callie does NOT approve force, fear, or punishment-based handling or methods.

6. Confidentiality

All client information, behavior history, photos, videos, and communication remain private and are never shared without permission.

7. Results Disclaimer

Every cat is an individual. While most cases see improvement, results depend on consistency, environment, and adherence to the behavior plan.

8. Technology Policy (For Virtual Sessions)

• A stable internet connection is required. 

• Clients should prepare lighting and camera angles to show relevant areas of the home and cat behavior.