MyCanine360 Frequently Asked Questions
Answers to common questions about MyCanine360, the AI video analysis tool for dog trainers and behaviour professionals.
Getting Started
What is MyCanine360?
MyCanine360 is an AI-powered video analysis platform built for professional dog trainers. Upload a video and get detailed feedback on behaviour, training mechanics, or both. Use it to sharpen your client's skills, support them between sessions, generate new business through free video reviews, and build innovative service packages that create new revenue streams. It is a practice tool, a client engagement platform, and a business growth engine in one.
Who is MyCanine360 for?
Professional dog trainers, behaviourists, and canine practitioners. Whether you work with pet dogs, sport dogs, or both, the platform is designed to support your practice. It is not a consumer app — it is a professional tool that speaks to you as the expert.
How much does it cost?
£19.99 per month. One simple plan, everything included, cancel anytime. Your subscription gives you 50 video analyses every month — a generous amount that covers normal professional use comfortably. If your business grows and you need more, optional Boost bundles top you up (one-off, no commitment, credits never expire). See the Subscription & Boost Bundles section for the full picture.
Can I use it on my phone?
Yes. MyCanine360 works in your phone's browser on any device — iPhone, Android, tablet, or desktop. No app download needed. Just go to mycanine360.com and log in.
What video format and length works best?
Most common video formats work (MP4, MOV). Aim for 10 to 60 seconds — short clips with the dog clearly visible give the best results. Do not worry about perfect lighting or a tidy background. Real-life footage is exactly what the AI needs. If you are using a newer iPhone, your videos may be recorded in HEVC format which can sometimes cause upload issues. The easiest fix is to send the video to yourself on WhatsApp first — WhatsApp automatically converts it to a compatible format. Save that version and upload it. Alternatively, you can change your iPhone camera settings: go to Settings, then Camera, then Formats, and select Most Compatible.
Behaviour Analysis
What does the Behaviour Analysis do?
Upload a video of a dog displaying a behaviour you want to understand. The AI observes body language, emotional state, stress signals, triggers, and context to give you a professional-level assessment. It helps you see what is driving the behaviour, not just what the behaviour looks like.
What is the difference between Single Dog and Multiple Dogs?
Single Dog analyses one dog's body language, emotional state, and behaviour in detail. Multiple Dogs (MARS — Multi-Animal Relationship Scan) analyses how two or more dogs are interacting, assessing communication, tension, and relationship dynamics between them.
Will it diagnose the dog?
No. The AI provides observations and analysis to support your professional assessment. It flags what it sees — body language signals, potential triggers, emotional state — and presents it as information for you to interpret. You are the expert. The AI is your extra pair of eyes.
What are the RED, AMBER, and GREEN indicators?
These are severity guides to help you prioritise. GREEN means straightforward to address with standard approaches. AMBER suggests an in-person session would help you assess the full picture. RED indicates this would benefit from in-person assessment to fully evaluate the risk factors involved. These are for your eyes only — they never appear in client-facing reports.
Can I use this for dogs showing aggression or fear?
Yes. The AI will observe and report what it sees, including stress signals, fear responses, and indicators of arousal or aggression. It will flag concerns through the triage system so you can make informed professional decisions. For complex cases, it will suggest that in-person assessment would add to the picture — but it respects that you are the professional making those judgements.
Training Analysis
What does the Training Analysis look at?
It focuses on your handling mechanics — marker timing, reward delivery, cue clarity, body position, and consistency. It also includes a Dog Response section that flags how the dog is responding during training, so important welfare signals are not missed while focusing on mechanics.
What is the difference between Training / Behaviour Analysis and Sports Activity?
Training / Behaviour Analysis is for everyday training and behaviour work — lead work, recall, positions, desensitisation, reactivity, body language assessment, or any general skill building. Sports Activity lets you select a specific sport (agility, hoopers, obedience, and more) so the AI tailors its feedback to sport-specific mechanics and requirements.
I set up my marker word in Settings but the AI is not recognising it. What should I do?
Check that your marker word is saved correctly in Settings under your profile. The AI uses this to focus its timing analysis. If audio quality is poor in the video (wind, background noise, distance from the phone), the AI may struggle to hear it clearly. Try recording with the phone closer to you, or in a quieter environment. Bear in mind that many trainers use multiple markers in a single session — a clicker for precision, a verbal marker for general correct responses, a placement cue for directing the dog to the reward, a release word, or a whistle for distance work. The marker word in Settings gives the AI a starting point, but describing your full marker system in the session description will always give you the most accurate feedback.
Why is it important to describe my session goals when uploading a video?
The more the AI knows about what you are working on, the better your feedback will be. A short description of your session plan makes a big difference. For example: “Working on LAT Phase 2 with a helper dog at 15 metres. Using clicker to mark the moment the dog notices the trigger, verbal yes when she checks in with me, and get it for reward placement on the ground.” That tells the AI exactly what to look for — which markers to assess, what the training goal is, what stage the dog is at, and what good mechanics look like for this specific session. Without that context, the AI has to guess from what it sees and hears, and it may focus on the wrong things. The description does not need to be long — two or three sentences about what you are doing, what you are looking for, and what markers or cues you are using will give you significantly better feedback.
I use multiple markers — will the AI understand that?
Yes, as long as you describe your marker system in the session description. Professional trainers often use several markers with different meanings — a clicker for precise moment marking, a verbal marker like “yes” or “good” for general reinforcement, placement cues like “get it” or “find it” to direct the dog to the reward, release words like “free” or “okay”, and whistles for distance work. If you tell the AI what each marker means in your session description, it can assess the timing and consistency of each one separately rather than treating everything as one generic marker.
Does it only work with clicker training?
No. The AI works with any marker — verbal markers (yes, good, nice), clickers, or any consistent signal you use. Set your marker word in Settings and the AI will focus on that. If you use different markers for different contexts, the AI will work with whatever it can detect in the video.
Will it assess my client's handling as well as my own?
Yes. When you select Client Session, the analysis is framed for reviewing a client's mechanics. You can use the feedback to plan your next session, identify what to work on, and track their progress over time.
30-Day Challenge
What is the 30-Day Challenge?
A structured daily video programme you can use yourself or offer to your clients. Set a theme like 30 Days to Calm Puppy, 30 Days of Loose Lead Walking, or anything that fits the client's goals. Each day a short video is uploaded and the AI provides feedback. It tracks streaks, celebrates milestones with shareable badges and graphics, and generates a progress summary comparing Day 1 to Day 30.
How does the challenge work?
Start a challenge from your dashboard and give it a focus. Upload a short video each day and the AI provides feedback tailored to that session. Streaks are tracked automatically and milestone rewards are unlocked as you progress. At Day 30, you can generate a full progress summary comparing the first and last sessions. You can use it for your own CPD or run it as a paid service for clients.
Can I offer challenges as a paid service?
Absolutely. A general training challenge might sit at a different price to a themed challenge addressing a specific need like loose lead walking or puppy foundations. Clients will pay more for a targeted solution to their problem than for something generic. New puppy owners in particular are highly motivated and time-sensitive. They will invest in structured daily support during those critical first weeks. The key message is this: you are not selling videos, you are selling a supported programme with daily professional feedback. Price it to reflect that.
What milestones and rewards are available?
Milestone rewards at Day 7 (Week 1 Complete), Day 14 (Halfway Hero), Day 21 (Three Weeks Strong), and Day 30 (Challenge Champion). Each milestone generates a shareable graphic and an AI-written progress note. You can download the graphic, share it via WhatsApp, or email it to a client.
What happens if a day is missed?
The streak resets but overall progress and day count are saved. There is no penalty for missed days and the challenge continues from where it left off. The tone is always supportive.
New Enquiry (Lead Generation)
What is the New Enquiry feature?
A lead generation tool. When a potential client sends you a video asking for help, upload it here and the AI generates a professional, branded response that demonstrates your expertise and invites them to book a session or discovery call. It is designed to convert enquiries into paying clients.
How is this different from the normal analysis tools?
The normal tools generate detailed professional analysis for your own use. New Enquiry generates a warm, jargon-free response written as if you are speaking directly to a member of the public who does not know you yet. It is a sales tool, not a clinical tool.
Can I customise what gets sent?
Yes. In Settings you can save your preferred services description, call to action, and sign-off. The AI uses these every time so your responses are consistent. You can also edit any individual response before sending. The AI drafts it, you own it.
How does the email sending work?
If you have the prospect's email, you can send the branded response directly from the app. The email shows your name as the sender. If the prospect replies, it goes straight to your own email inbox.
Does it track my leads?
Yes. Every enquiry is saved with the prospect's details, the video, and the response you sent. You can track the status from New through to Converted to Client. When a prospect books with you, convert them to a full client record with one tap.
Reports and Client Communication
What report templates are available?
Session Summary (one page overview), Initial Assessment (two to three pages for first consultations), Vet Referral Letter (formal letter to a veterinary team), and Progress Note (half page update between sessions).
Will my branding appear on reports?
Yes. If you have set up your branding in Settings (logo, business name, contact details, qualifications), all reports will carry your branding. Your clients see a professional document from your practice, not from MyCanine360.
Can I edit reports before sending them?
Yes. All reports can be reviewed and edited before downloading or sending. You can add personal observations, adjust wording, or remove sections that are not relevant.
My Clients
How does the client management system work?
Add your clients with their name, contact details, and notes. Link their dogs to their profile. Every analysis, challenge, and report is stored against the client record so you can see their full history in one place. Search by client name, dog name, or date.
Can one client have multiple dogs?
Yes. Add as many dogs as needed to each client profile. Each dog has their own record with breed, age, training level, and session history.
What are the quick actions on a client profile?
From any client profile you can start a new analysis, generate a report, or launch a 30-Day Challenge — all with the client and dog details pre-filled. No retyping.
Will I be notified when a client completes a behaviour questionnaire?
Yes. As long as email notifications are turned on in Settings, you will receive an email the moment a client finishes the behaviour questionnaire, with a link straight to their profile so you can review their answers.
Growing Your Business with Challenges
Can I charge clients for the 30-Day Challenge?
Absolutely. The challenge is designed to be a paid product you offer alongside your existing sessions. Your actual time investment is minimal — the AI handles daily feedback and you review and personalise key moments. It is essentially a new revenue stream that runs alongside your normal client work.
How much time will it take me per client?
If you use automated daily feedback with occasional personal edits, expect around 15 to 20 minutes total across the whole month per client. You might spend a couple of minutes reviewing milestone days (Day 7, 14, 21, 30) and adding a personal touch. The rest runs itself. If you prefer to review every daily submission, budget around 2 to 3 minutes per day per client.
How many clients can I run on the challenge at once?
As many as you like. Because the AI handles the daily feedback, running ten clients simultaneously is not ten times the work — it is roughly the same few hours across the month. Each client gets personalised feedback based on their own video and their own dog. Do the maths on your chosen price multiplied by ten clients and compare that to the number of one-to-one sessions you would need to deliver for the same income. This is how you stop trading hours for money and start building a business that scales.
How should I price the challenge?
That is entirely up to you — you know your market and your clients. What we will say is this: the 30-Day Challenge is not a one-off session. It is a structured, daily-supported programme with professional feedback. Price it to reflect that value. If you have ten clients running a challenge at the same time, the revenue adds up quickly for a fraction of the time you would spend delivering one-to-one sessions. You are not trading time for money anymore — you are building a scalable income stream that runs alongside your existing work. If you are not used to pricing packages, start with one client, see the results, and let the evidence give you confidence.
How do I market the challenge to my clients?
Position it as structured support between sessions. Something like: “Want to make faster progress between our sessions? My 30-Day Challenge gives you daily feedback on your training so we can build consistency and confidence together.” Existing clients who are already invested in their dog's progress are the easiest sell. You can also use it in your initial consultations — “I recommend starting with my Loose Lead Walking Starters challenge so we can build a strong foundation before our next session.”
Can I use the challenge to attract new clients?
Yes. The challenge works brilliantly as a low-commitment entry point for people who are not ready to book a full consultation. Market it on social media as a standalone product with a name that speaks to your audience — “Puppy Booster Month”, “30 Days to a Calmer Dog”, “Loose Lead Walking Starters”, whatever fits your brand and your clients' needs. It is less intimidating than booking a one-to-one and once they complete it, they are a warm lead for ongoing work.
What about seasonal or themed challenges?
Name your challenges whatever speaks to your audience. “Puppy Booster Month.” “Loose Lead Walking Starters.” “30 Days of Relaxation Protocols.” “Summer Recall Ready.” “Firework Prep 30.” “New Year, New Walk.” The challenge is your product — brand it however you like and market it in your own voice. Timing them to natural demand peaks works well. Puppy challenges in spring when breeders are busiest. Firework prep starting in October. New year resolutions in January. But there are no rules — if your clients need it, build it and sell it.
Can I use challenge results in my marketing?
With your client's permission, the Day 1 versus Day 30 progress comparison is powerful social proof. The AI generates specific observations about how the client has improved, which makes for compelling testimonials and case studies. The completion certificates are designed to be shareable — many clients will post them on social media without you even asking, which is free marketing for your business.
I have never sold a structured package before. Where do I start?
You are not alone — most trainers are brilliant at what they do but have never been taught how to package and sell their skills. Start small. Pick one client you are already working with and offer them a 30-Day Challenge. You do not even need to charge full price the first time — offer it at a reduced rate in exchange for honest feedback and a testimonial. Once you have run one, you will see how little of your time it actually takes and how much your client gets out of it. That first completion certificate is your social proof. That first progress comparison is your marketing material. From there, it gets easier every time. The app handles the daily feedback, the milestone celebrations, the progress tracking. Your job is just to oversee, personalise the moments that matter, and collect payment.
Can I offer different challenges at different price points?
Absolutely. A general training challenge might sit at a different price to a themed challenge addressing a specific need like loose lead walking or puppy foundations. Clients will pay more for a targeted solution to their problem than for something generic. New puppy owners in particular are highly motivated and time-sensitive — they will invest in structured daily support during those critical first weeks. The key message is this: you are not selling videos, you are selling a supported programme with daily professional feedback. Price it to reflect that.
Separation Anxiety Module
What is the Separation Anxiety module?
A dedicated case management system for dogs with separation anxiety. It gives you a structured framework to track absences, monitor progress, manage a six-stage programme, and keep your client informed throughout. You can log each absence with duration and outcome, view progress on a timeline graph, track calm streaks, and celebrate milestones as the dog improves.
How do I set up an SA case?
Add a dog to a client profile and set the case type to Separation Anxiety. This unlocks the full SA module on that dog's profile, including the case setup panel where you can record baseline information, vet details, medication, and your own case notes.
What is the six-stage programme?
The programme guides you through Foundation, Building Duration, Adding Complexity, Real World, Maintenance, and Graduate stages. Each stage can be unlocked when the dog is ready, and the AI generates a tailored stage document you can review, edit, and send directly to your client. A progress bar tracks where the dog is in the overall programme.
How does absence tracking work?
Log each practice absence with the duration, outcome (calm or distressed), and any notes. The module tracks these over time and shows a line graph so you can see trends at a glance. It also calculates calm streaks and flags milestones automatically when the dog reaches key duration thresholds like 5, 15, 30, 60, and 120 minutes.
What are the SA achievements?
There are ten achievements that recognise progress throughout the case. Eight are awarded automatically based on the dog's data, such as reaching duration milestones or maintaining calm streaks. Two are manual awards you can give when you judge the dog has earned them. Achievements give clients visible proof of progress, which helps keep motivation high during what can be a long process.
Will I get alerts if something needs attention?
Yes. The system monitors each active SA case and raises alerts on your dashboard if a dog has had no sessions logged in five days, has three or more distressed sessions in a week, shows a large jump in absence duration, or has been on the same programme stage for six weeks. These are prompts for you to check in, not judgements on your approach.
Can I send weekly check-in emails to myself?
Yes. If you have email notifications enabled, the system sends you a weekly summary for each active SA case. It includes sessions logged, longest calm duration, calm streak, and programme stage. If no sessions were logged that week, it flags that too so you can reach out to your client.
Departure Trigger Desensitisation
What is the Departure Trigger system?
Many dogs with separation anxiety react to pre-departure cues like picking up keys, putting on shoes, or grabbing a coat. The trigger system lets you identify which cues are active triggers for each dog, then generates a tailored desensitisation plan for each one. You can track each trigger's status, edit the plans, and send the full programme to your client.
How do I set up triggers for a dog?
Go to the Checklist tab in the SA case view. Tick which pre-departure cues are live triggers for this dog and click Save. The system automatically generates a desensitisation plan for each confirmed trigger. You will see the plans appear below the checklist immediately after saving.
What are the trigger statuses?
Each trigger has a colour-coded status. Red means Live, the trigger is currently causing anxiety. Amber means Reducing, the dog is making progress but it is not resolved yet. Blue means Historic, the trigger was previously an issue but appears to be fine now. Green means Resolved, the trigger no longer causes any reaction. You update the status manually as the case progresses, and the system tracks the full status history.
Can I edit the desensitisation plans?
Yes. Each plan is generated from a library of evidence-based protocols, but you can edit any plan to suit the specific dog and client. Your edits are saved and used whenever the plan is sent or viewed. You can also revert to the original if needed.
How do I send trigger plans to my client?
You can send individual trigger plans one at a time, or send the full programme as a single email that combines all active plans. The email is formatted clearly with each trigger as a separate section and includes a reminder about pacing and logging practice. All emails use your client's first name for a personal touch.
What is the Trigger Tamed achievement?
When you move a trigger's status to Resolved, the dog automatically earns the Trigger Tamed achievement. It is a small but meaningful moment for your client to celebrate.
360 Life Protocol
What is the 360 Life Protocol?
A practical, editable education document that teaches independent settling through six graduated phases. It covers building calmness in everyday home life, from settling on a bed in the same room through to the dog choosing to rest independently in a different room. It is available for all client profiles, not just SA cases.
Where do I find it?
For dogs with a Separation Anxiety case type, it appears as a prominent Foundation Protocol card in the Education tab. For all other dogs, it appears as a standard card on the client profile page. Either way, click to open, review, and send.
Can I edit the protocol before sending it?
Yes. When you first open the protocol, the dog and client names are automatically inserted throughout the document. You can then edit any part of the content to suit the specific case. Your edits are saved and an Edited badge appears so you know it has been personalised. You can revert to the original version at any time.
How do I send it to my client?
Click the Send button on the protocol card. The document is emailed to your client as a formatted email with all six phases included. The email greets them by first name and is signed off with your trainer details.
Helper and Decoy Analysis
What is the Helper/Decoy analysis mode?
A specialist analysis mode for bite sport helpers and decoys. It focuses on observable mechanics specific to protection work, including equipment presentation, timing, reading the dog, pressure and release, and movement patterns. It uses a two-pass system where the AI first identifies the exercise type and discipline, then you confirm or correct before the detailed analysis runs.
Which sports does it cover?
It supports multiple bite sport disciplines including IPO/IGP, French Ring, Belgian Ring, KNPV, Mondio Ring, and PSA. Each discipline has its own prompt file so the AI understands the specific rules, equipment, and expectations for that sport.
What is the two-pass system?
Pass 1 is a quick scan where the AI identifies what it thinks the exercise type, discipline, and context are. You review these identifications and confirm or correct them. Your corrections are then injected as ground truth into Pass 2, which runs the full detailed analysis. This means the AI never writes a full analysis based on a wrong assumption about the exercise.
Can I add my own terminology?
Yes. The glossary system lets you add corrections and preferred terminology. If the AI uses a term you disagree with, add your preferred version to the glossary and it will be used in all future analyses. This is especially useful for discipline-specific vocabulary where different communities use different terms for the same thing.
Client Upload Links
What are Client Upload Links?
Shareable links you generate for your clients so they can upload videos directly to your dashboard. The link is white-labelled with your branding and the client simply records or selects a video and uploads it. The video appears in your dashboard as a pending review.
How do I create an upload link?
From a client profile, generate a shareable upload link. You can customise the instructions your client sees when they open it. Share the link via text, email, or however you normally communicate with your clients.
Will I be notified when a client uploads?
Yes. Email alerts are on by default. To check, go to Settings, scroll to Email Notifications, and make sure the toggle is on. You will then receive an email any time a client uploads a video through a client upload link, or a prospect uploads through your public enquiry form. The notification badge on your navigation also shows the number of pending uploads waiting for your review.
Marketing Templates
What are Marketing Templates?
A built-in social media content creation tool. Choose from over twenty templates across five categories, customise the text and styling, add your logo and social handle, and download ready-to-post graphics in three sizes. No design skills needed.
Can I use my own branding?
Yes. You can pick from six colour schemes or enter your own custom brand colour. Upload your logo, add your social media handle, and override the default trainer name and title on any template. Your favourites are saved so you can reuse templates quickly.
What can I do with the templates?
Each template has a live preview editor where you can adjust text, style, colours, and size. You can duplicate a template to create variations, save templates as favourites, and download the finished graphic in three sizes suitable for Instagram posts, stories, and Facebook covers.
Data, Privacy & Security
Is MyCanine360 GDPR compliant?
Yes. MyCanine360 is built and operated to comply with UK GDPR and EU GDPR. We have a published Privacy Policy and Terms of Service (linked from the footer of every page), a cookie consent banner, an explicit terms acceptance step at registration, and an explicit consent step before any video is sent for AI analysis. You can export all of your data at any time from Settings, and you can permanently delete your account and all associated data with a single button — no email required, no waiting period.
Where is my data stored, and who hosts it?
Account data, client and dog records, session notes and analysis results are stored in a PostgreSQL database on Replit's managed infrastructure. Video files are stored in Replit Object Storage (which sits on Google Cloud Storage). The application itself runs on Replit's hosting platform. All transfers between your browser and our servers are encrypted with HTTPS.
What happens to my videos when I upload them?
Your video is uploaded directly from your device to encrypted cloud storage using a secure short-lived link. When you run an analysis, the video is sent to Google's Gemini AI for processing and the written analysis comes back to your account. The video stays in your account so you can review it later or re-run analysis. You can delete any video and its analysis at any time from your sessions list.
Does Google use my videos to train its AI?
No. We use the paid Google Gemini API, which under Google's published terms does not use submitted content to train its models. Your videos and analysis content are processed for the purpose of generating your analysis and are not added to any AI training dataset.
Who can see my client and session data?
Only you. Each trainer account is fully isolated — no other trainer can see your clients, dogs, sessions or analyses. The only exceptions are: (1) clients you have explicitly sent a report or upload link to can see what you have shared, and (2) a small number of named MyCanine360 administrators have technical access for support and platform maintenance, governed by our Privacy Policy.
How are passwords and sessions kept secure?
Passwords are hashed using bcrypt with a strong cost factor before being stored — we never see or store your actual password. Login sessions use secure, HTTP-only cookies with strict same-site protection. The login and registration endpoints are rate-limited to prevent brute-force attempts, and all API traffic runs over HTTPS with modern security headers (HSTS, X-Frame-Options, X-Content-Type-Options and others) enforced on every response.
How do I export or delete my data?
Go to Settings → Data & Privacy. "Export My Data" downloads a JSON file containing every record we hold against your account — clients, dogs, sessions, analyses, settings, the lot. "Delete My Account" permanently removes your account and cascades through every related record (clients, dogs, sessions, videos, analyses, subscriptions). It also cancels your Stripe subscription and signs you out everywhere. This action cannot be undone, so we ask you to confirm before it runs.
What about my clients' data — are they GDPR-protected too?
Yes. Under UK/EU GDPR you (the trainer) are the data controller for your clients' information and we are the data processor. That means you decide what client data to enter and we process it on your instructions, subject to the same security and storage measures described above. If you delete a client, all their data (including dogs, sessions, videos and analyses) is removed. If a client asks you for a copy of their data or asks for it to be deleted, you can fulfil that request directly from your client list.
How are payments handled?
All payment processing is handled by Stripe, which is PCI-DSS Level 1 compliant. Your card details never touch our servers and are never stored in our database — only a Stripe customer reference is held against your account. Subscription billing, refunds and card updates are all managed through Stripe's secure portal.
What email service do you use, and what data does it see?
We use SendGrid (a Twilio company, GDPR compliant) to send transactional and notification emails on your behalf — lead responses, challenge updates, password resets and so on. SendGrid sees the recipient email address and the email content at the moment of sending. We do not give SendGrid access to anything else in your account.
What if there were a data breach?
We monitor for unusual activity and have technical safeguards in place to reduce the chance of a breach. In the unlikely event of a confirmed personal data breach, we would notify the UK ICO (and any other relevant authority) within 72 hours of becoming aware of it as required by GDPR, and we would notify any affected users directly with details of what happened and what to do.
Why do you keep a copy of my analysis on a feedback record?
When you tap Helpful or Not Helpful on an analysis, we store a snapshot of what the AI said and the context you gave it at that moment. This lets us review and improve the prompts behind the analysis — particularly when feedback is negative, so we can see exactly what went wrong rather than guessing. The snapshot is held against your account, only ever seen by named MyCanine360 administrators, and is removed automatically when you delete the feedback record or your account. No client personal data is added — only what was already in your session.
Can I get a copy of your privacy and security statement to share with a client?
Yes. The Privacy Policy and Terms of Service are publicly available at the footer links on any page — you can send those URLs to anyone. The questions and answers in this section are also written so they can be quoted or shared with clients who ask about how their data is handled.
Subscription & Boost Bundles
What do I get for £19.99 a month?
Full access to the platform plus 50 video analyses every month. That covers training mechanics, behaviour analysis, separation anxiety, helper/decoy work, client sessions, reports, the 30-day challenge, marketing templates, lead capture, the lot. Fifty videos is a generous monthly allowance — deliberately set so normal professional use never runs into a wall, while keeping the standard price low enough to stay accessible. If your business grows past that level, Boost bundles give you room to scale without forcing you onto a higher monthly tier.
What happens when I hit 50 videos in a month?
You will see a soft warning at 40 videos used (gentle reminder you are getting close), a second at 48, and a hard cap at 50. If you have purchased a Boost bundle, your bundle credits then take over automatically and analysis continues without interruption. If you have no bundle credits, the next analysis will be blocked and you will be prompted to top up on the Boost page. Your monthly allowance resets at the start of your next billing period.
What are Boost bundles?
One-off top-up packs of video credits, designed for trainers whose practice has grown busier than the standard 50-a-month covers. Three sizes: Personal (£10 for 50 videos), Professional (£19 for 100 videos), Enterprise (£36 for 200 videos). They are not a separate subscription — you pay once, the credits land in your account, and they never expire while your account is active.
How do bundle credits work alongside my monthly 50?
Your monthly allowance is always used first. Bundle credits sit underneath as a safety net and only kick in once the monthly 50 is exhausted. That means a normal month never touches your bundle, so the credits you bought this month can carry you through a busier month later in the year. You can stack bundles too — buying a Professional on top of an existing Personal just adds 100 credits to whatever you already have.
Do bundle credits ever expire?
Bundle credits never expire while your account is active. Buy them whenever you need the extra capacity and they sit there until you use them. The only thing that removes bundle credits is permanently deleting your account, in which case the unused credits are forfeited (no refund), so use them up first if you are planning to leave.
Where do I buy a bundle?
From the Boost page (link in the top navigation). Pick the bundle that suits, complete payment via Stripe, and the credits appear in your account as soon as Stripe confirms the payment (usually within seconds). You will also get a Stripe email receipt for your records.
Can I get a refund on a bundle?
Bundles are one-off digital purchases. Once you start using the credits, the standard 14-day cooling-off right under UK consumer law no longer applies because the digital content has begun to be supplied with your consent. If you have not used any of the credits from a bundle yet and you change your mind within 14 days, contact support@mycanine360.com and we will sort a refund. After that, bundle credits are non-refundable but, because they never expire, they remain available to use whenever you need them.
I had Launch (£7.99) or High Performer (£4.99) — has my pricing changed?
No. Existing Launch and High Performer subscribers are grandfathered — your monthly price stays the same for as long as your subscription remains active. You also get the 50 monthly videos and can buy Boost bundles at the same prices as everyone else. The Launch and High Performer codes themselves may be deactivated for new sign-ups, but that does not affect you.
What does it actually cost per video?
On the standard subscription alone (50 videos for £19.99) it works out at roughly 40p per video. Boost bundles bring that down: Personal works out at 20p per extra video, Professional at 19p, Enterprise at 18p. So heavier-usage trainers naturally get a better per-video rate as their practice scales.
Account and Settings
How do I set up my business branding?
Go to Settings and find My Branding or Business Profile. Upload your logo, add your business name, contact details, and qualifications. This branding appears on all reports and client communications.
How do I make sure client replies come to my email?
In Settings under My Branding or Business Profile, add your business email address. When the app sends emails on your behalf (lead responses, challenge updates, reports), they show your name as the sender. If a client or prospect hits reply, it goes straight to the email address you entered — not to MyCanine360. If you do not add your email, replies will not have anywhere to go, so it is worth setting this up before you start using the lead generation or challenge features.
How do I set up my lead response template?
Go to Settings and find Lead Response Settings. Add your services description, preferred call to action, and sign-off. The AI will use these in every New Enquiry response.
How do I turn email notifications on or off?
Go to Settings and scroll to Email Notifications. Switch the toggle on (it is on by default) and you will receive an email when a client uploads a video through your enquiry form or a client upload link, and when a client completes a behaviour questionnaire. The toggle saves itself, no Save button needed. Switch it off any time if you would rather check your dashboard manually.
How do I cancel my subscription?
Go to Settings, then Manage Subscription, then Cancel Subscription. You will have access until the end of your current billing period. No guilt, no hoops.
I have feedback or a feature request. How do I get in touch?
Use the Contact page in the app to send us a message. We genuinely read everything and your input shapes what we build next.