Terms and Conditions for Dog Behaviour and Training Consultancy Services Effective 28.08.23

Please read our terms carefully. In proceeding to use our services you are accepting our terms in full without variation. 

SERVICES

All services are provided by Lucy Daniels, acting as Daniels Dogs, of Woodhay, HR20DT, hereafter referred to as “the Company” or “Us” or “We”.

Daniels Dogs, hereafter referred to as “we”, “our” or “us”, is a one-person entity that provides dog related services of 1-2-1 dog and puppy training and behavioural assessment, consultation and treatment sessions, collectively known as the “service(s)”, “session(s)” or “booking(s)”. The “Client(s)”, “Owner(s)”, “Handler(s)” refers to the person filling out the Booking Form and anyone affiliated with the dog that attends a training or behaviour session, be that in person or via video call.

Any references within these terms to “you” or “the Customer” mean the person purchasing the services as named on the invoice. By making a booking, you are accepting these terms in full. 

Daniels Dogs reviews and changes these conditions from time to time in order to assist the proper delivery of services and education. Daniels Dogs reserves the right to introduce changes at any time when it is in the interest of Clients, Handlers, Daniels Dogs, speakers and dogs.

BOOKINGS

All fees must be paid at the time of booking. A booking cannot be made or confirmed without full payment.

Payment confirmation, booking confirmation, session reminders and correspondence from Daniels Dogs will be sent via email to the address you provide. Please ensure this address is correct at the time of booking.

All training sessions must be booked in straight away once you have paid. Daniels Dogs is booked up approximately 6 – 8 weeks in advance so sessions must be booked in to avoid disappointment and long gaps between training sessions.

All bookings of multiple sessions in a block training programme must be completed within a set time period to ensure continuity and momentum in training. Any sessions which have not been used within this period will expire and will not be refunded.

a) A block of 3 or 4 sessions to be completed, usually fortnightly, over a maximum of 12 weeks

b) For Behaviour Programmes, sessions must be completed within the time frame specified for each particular programme.

All of our behaviourists are Clinical Animal Behaviourists registered with the Animal Behaviour and Training Council, as a result, if your pet is insured, you may be able to recover the cost of our fees from your insurers. You must check with your insurance company prior to placing a booking and paying for our services. At all times you remain liable for all fees incurred in association with our services.

RESCHEDULING OF APPOINTMENTS

Daniels Dogs is a small appointments based business and cannot function with prolonged rescheduling of sessions from Clients. However, Daniels Dogs appreciates that life events and circumstances outside of the Clients control can happen and aims to be flexible within reason, within the limits of our business hours and the terms and conditions stated here.

When booking with Daniels Dogs, please ensure you have sufficient time to commit to the behaviour consultation/training sessions, and any recommended behaviour modification and/or training between sessions. 

If you are unable to do this and anticipate you will be regularly rescheduling sessions, please wait until you have more available time to commit before booking.

Daniels Dogs permits the following number of rescheduled sessions per booking. Upon reaching the limits stated below, the Client will lose any further sessions they require to be rescheduled and no refund shall be given.

a) Single sessions can be rescheduled only once

b) A block of 3 or 4 sessions permits a maximum of 1 rescheduled session

c) Behavioural programmes permit a maximum of 1 rescheduled session

Any further requests for sessions to be rescheduled beyond the limits stated above will only be granted at the discretion of Daniels Dogs.

If the Client becomes unavailable for the original date and time of their booking they must give Daniels Dogs at least 48 hours notice, and the booking will be rescheduled for a mutually convenient time. If less than 48 hours notice is given the Client will lose the session.

Once you have agreed to these terms and conditions you can request a refund in accordance with the terms outlined in the PAYMENTS, CANCELLATIONS, TERMINATION OF CONTRACT, COMPLAINTS AND REFUNDS section below. Termination, or cancellation, of the contract can only take place in the limited circumstances set out in the TERMINATION section below.

We will follow all government guidelines and safety recommendations including, but not limited to, guidance on isolating and quarantining. Should it be required by those recommendations, it may be necessary to deliver face-to-face sessions online. If there are any changes to how the session will be delivered, we will notify you as soon as possible via email.

PAYMENTS, CANCELLATIONS, TERMINATION OF CONTRACT, COMPLAINTS AND REFUNDS

We are committed to providing you with a high-quality service. Should there be any cause for complaint in relation to any aspect of our service please contact Lucy Daniels at lucy@danielsdogs.co. We agree to investigate your complaint carefully and promptly and take reasonable steps to resolve it.

Cancellation requests of the entire booking made up to 72 hours prior to the first session (including any online consultations or sessions) will incur the full fee.

Cancellation requests of the entire booking made between 72 hours to 14 days prior to the first session will incur a 50% cancellation fee.

Cancellation requests of the entire booking made 14 days or more prior to the first session will receive a full refund minus a 10% administration fee.

Should you change your mind within the first 14 days following your booking, you shall be provided with a refund in full, subject to the services not already having been delivered. If some services have already been delivered as part of a package, then a refund will be provided pro-rata in accordance with the amount of sessions delivered and/or any time dedicated to the planning and preparation of your sessions.

A 14 day statutory cancellation period is given after booking a service. If your booking is made within 14 days of the start of the service then you agree to waive your right to rely upon the 14 day statutory cooling off and cancellation period.

If the Client makes the decision to re-home their dog once training and/or behaviour support has commenced, a refund will not be given for any sessions taken or the remainder of the sessions not used.

If the Client moves outside of Daniels Dogs service area once training and/or behaviour support has commenced, a refund will not be given for any sessions taken or the remainder of the sessions not used. The option to complete the sessions via zoom will be given.

If the Client decides to terminate the booking/service once training and/or behaviour support has started, a refund will not be given for any sessions taken or the remainder of the sessions not used.

Daniels Dogs reserves the right to terminate the contract (at any time and with immediate effect and no refund) if any dog/s under the contract does not respond well to the training and/or behaviour support  plan where continuing of said contract is deemed by Daniels Dogs to constitute a risk.

Daniels Dogs reserves the right to terminate the contract (at any time and with immediate effect and no refund) if the Client or anyone with their dog is abusive towards any Daniels Dogs staff or volunteers.

If a Client is non compliant or withholding information with regards to the behaviour of their dog, including but not limited to aggression, which could compromise the safety of Daniels Dogs staff or volunteers, or the welfare of the dog or public safety in any way, then the contract may be terminated immediately and no refund given.

Any refunds granted will be paid to the Client using the account the original service was booked with. Refunds will take between two to seven working days to appear in the Clients account.

All refunds will be provided in accordance with your statutory rights. 

Daniels Dogs cannot guarantee payout from insurance companies for behavioural treatment as the decision ultimately lies with the insurer.

Payment is due in full on booking and at least 48 hours before your session unless otherwise agreed.

GENERAL

Aggression or behaviour issues must be declared on this form or advised in writing along with acceptance and confirmation of receipt from Daniels Dogs before sessions begin.

If it is recommended following treatment that rehoming or euthanasia is the best option, no refund will be given.

Sessions are non-transferable if rehome is decided.

If the Client fails to attend a booked session, in person or online, for behaviour or training, session no refund shall be given.

If the Client is more than 20 minutes late for a booked session, in person or online, for behaviour or training, and has not corresponded with Daniels Dogs to inform them of the delay, the session will be cancelled and no refund shall be given.

If the Client is late to a training and/or behaviour support session, only the booked time slot for the session shall be given. No extra time shall be added onto the training session to account for the Client arriving late.

Training sessions may be held outside, please wear appropriate clothing and footwear.

Daniels Dogs cannot be held liable for any losses of any kind that arise from this contract or the provision of our services save for death or personal injury caused by negligence. This clause does not attempt to avoid any liability which cannot be excluded by law.

It is advised that your dog is fully vaccinated and on a regular flea, tick and worming treatment. Or they are titre tested and regular worming checks are completed.

All dogs will be kept on a lead for the duration of the training session unless otherwise instructed.

Daniels Dogs will apply personal judgement and cut short a training session, if necessary, because of extreme weather conditions; including, but not limited to excessive heat, rain, thunderstorms and snow or ice. The decision to do so lays with the judgement of Daniels Dogs, for the safety of themselves, the Client and dog. In such circumstances the booking will be rearranged for a mutually convenient time.

Should training sessions have to be cancelled due to changes relating to Covid-19 (including but not limited to a lockdown or rules about 1-2-1 or group gatherings changing) a refund will not be given and the training sessions will either be rearranged for a mutually convenient time and date, or carried out virtually via Zoom. This is at the discretion of Daniels Dogs.

Daniels Dogs will apply personal judgement and cut short a training and/or behaviour support session, if necessary, if we feel the dog is not coping well.

Our methods are kind, ethical and effective. However, instant results are unlikely and training will take long term commitment from the Client to work with their dog throughout the duration of the booked sessions and beyond. It is the responsibility of the Client to practise the training and/or behaviour modification, and management strategies recommended by Daniels Dogs to achieve the desired results.

We do not endorse, nor do we utilise, the use of prong collars, e collars, choke/check chains. Any breach of our Welfare Standards may result in the withdrawal of our services to you. 

Our training and handling methods are kind and humane. Should we see any conduct or treatment which does not align with our approach we will terminate the delivery of our services immediately.

Dogs must be kept under control when Daniels Dogs is entering your home. Failure to do so and any injury or damage caused by your dog being out of control will be your full responsibility. Where appropriate and directed by us, we will meet outside your home first and in some instances, we may work only outside taking a hands-off approach working at a distance (especially in the case of anxious dogs).

In some cases we use stooge dogs to aid training. You will be responsible for keeping your dog a sufficient and safe distance from the stooge dog and under control.

In the case of behavioural issues you agree to give consent to work with us and are happy for us to contact your vet on your behalf should this be necessary.

If your bitch is in season please inform Daniels Dogs as soon as possible to discuss whether it’s appropriate for your dog to train during this time period.

PROVISION OF INFORMATION

The Client is responsible for providing information regarding the dog’s health and/or existing medical conditions/treatment and this must be disclosed prior to any behaviour consultation or training or recommendations. Health issues relating to the Client, or any other attendees should also be disclosed to avoid injury and other issues pertaining to the services/equipment supplied or used.

The Client understands that Daniels Dogs must work on referral from your Veterinary Surgeon. You give consent for us to freely contact your Veterinary Surgeon/practice and access records for your dog. Daniels Dogs work as sole practitioners in relation to behaviour and training advice, in conjunction with your Veterinary Surgeon’s medical advice and treatment, or advice or treatment from any related paraprofessionals.

Information regarding behaviour issues or current/prior legal issues in relation to your dog(s) MUST be freely and fully disclosed by the Client for example fear, aggression, previous behaviour history, criminal or civil proceedings etc. Failure to do so could result in serious harm to your dog, you, Daniels Dogs or members of the pubic and may result in legal action from Daniels Dogs or others.

Should you choose to engage with another party for behaviour or training advice during our contracted service, will will consider this an immediate termination of our service, without refund. If we agree to engage with another professional to support your dog, this must be discussed and agreed to fully between the Client and Daniels Dogs.

PROVISION OF SERVICES

Daniels Dogs will guide, coach and support the Client during the behaviour modification and/or training process. The advice is based on the safety and well-being of the Client, family, public and dog as a whole and you understand this may involve difficult/emotional discussion topics to highlighted/discussed in some cases to ensure the best suitable outcome for all involved.

The Client understands that behaviour/training is progressive, based on your individual dog’s own pace, history, experiences and abilities, and that is requires commitment to implement the changes recommended. Practice, repetition and maintenance of the recommendations is necessary in your own time to ensure that continual progress can be achieved and maintained.

Daniels Dogs cannot guarantee the outcome of behaviour modification and/or training, as each animal in an individual cases, nor is it possible to foresee if another problem my arise as a result of the treatment. All programs are specific to your dog only, and should not be tried on any other animal.

Daniels Dogs will provide support via online materials, video or in person consultation and rehabilitation sessions, as per the behaviour package purchased. The Client understands and agrees to utilise the resources made available by Daniels Dogs in order to achieve progress on the behavioural modification plan.

If circumstances arise that impact the behaviour modification plan or support needs to be requested, the Client should inform Daniels Dogs via the outlined methods of communication (email) as soon as possible. The Client understands that if Daniels Dogs is not made aware of situations or challenges as they arise that no further support may be given.

The Client is responsible for sending in the weekly updates required during the behaviour consultation and support program. Updates should be send in by 9am on Monday mornings. Daniels Dogs is not responsible for requesting updates, it is the responsibility of the Client to commit to this in order to achieve the best possible outcome.

LIABILITY AND LIMITATIONS

At all times during the session, your pet is entirely your responsibility. Even where the behaviourist or trainer is working alongside you. 

We will not take responsibility for any loss or damage caused by your pet. We accept no liability for any loss, injury, or damage to any person or property caused by you or your pet.

We will do not accept any liability when it is not possible to attend the session due to adverse weather or road conditions. Neither will we be responsible for any losses arising in circumstances where we become unable to deliver the services such as illness, bereavement, or circumstances beyond our control. In such circumstances we will make every effort to keep you updated and advised and an alternative session will be rescheduled as soon as possible.

We make no guarantees or claims as to yours and your dog’s success as this is contingent on many different and variable factors. Each individual and their dog(s) are unique, and their abilities, temperament and behaviour are unique to them. All training/behaviour modification is acquired at different rates for each dog. You are responsible for implementing the advice and recommendations given. For behaviour consultation clients, it is your responsibility to provide the weekly updates requested in order for us to monitor, track and provide feedback on your progress.

We are not responsible for any action or inaction which you take as a result of the information provided to you within the session(s).  

No content in the session(s) should be construed as veterinary or nutritional therapeutic advice. If you believe that your dog(s) requires veterinary attention you should seek assistance from a veterinary professional immediately. 

Any testimonials used within our marketing are provided freely and independently but they are illustrative only. We cannot guarantee results as to outcome or in respect of timescales. 

Nothing in these terms shall limit or exclude our liability in respect to fraudulent misrepresentation, death, or personal injury, resulting from our negligence, or any other liability which cannot be limited or excluded by law. 

DATA PROTECTION AND CONFIDENTIALITY

We are committed to protecting your data. Our privacy policy is available at https://danielsdogs.co.uk/privacy-policy/

We do not share with anyone else the specifics of the services provided to you as these have been designed for your and your dog(s) alone. We commit to adhere to professional standards of confidentiality.

INTELLECTUAL PROPERTY 

From time to time, we may share with you written assets such as workbooks or guidance material, or video content. We shall own any, and all, intellectual property we create. You are not permitted to duplicate, republish, reproduce, distribute, translate, or provide copies to third parties, without our prior written agreement. 

During sessions we may take photographs or videos of you and your pet. Such content can be useful for training and/or marketing purposes.

Please email us if you do not agree to us sharing images or video footage of our sessions on social media or within our online training materials and resources.  

Where you provide us with a testimonial, you are providing consent for us to use that testimonial within our marketing and you shall not receive a fee or compensation of any kind. Should you provide an image with your testimonial, you are confirming that the image is free of any copyright restrictions and that we have full rights to use it howsoever we choose. 

INSURANCE

We hold effective indemnity insurance covering the services that we provide and the insurance policy is taken out with a reputable insurer.

TERMINATION

We reserve the right to terminate the services provided to you at our sole discretion.  Grounds for termination include, but are not limited, to:

a) Your failure to adhere to the Welfare Standards set out above;

b) Any behaviour by you which we deem detrimental to group activities.

In the event of termination, no refund will be provided for any services previously provided to you, subject to your statutory rights set out in these Terms and Conditions.

THIRD PARTY RIGHTS AND APPLICABLE LAW

No person other than the person provided with a copy of these terms shall be deemed to have the benefit of the services or have any rights to enforce or rely on any of the terms.

These terms are our standard terms and conditions of business and shall at all times be construed in accordance with the laws of England & Wales. 

The English Courts will have exclusive jurisdiction in relation to any claim, or dispute arising out of this agreement or any matter arising from it.