The Puppy Training Specialists
Terms and Conditions
There’s quite a bit to read here but it’s there to make sure everyone on the same page. Grab a cuppa and have a read through before booking.
Terms and Conditions of Business – Baywood Dog Training Ltd
These are the terms and conditions of business on which Baywood Dog Training Ltd supply dog training and dog training instructing services to our clients. Please read these Terms and Conditions carefully before booking any of the Services with Baywood Dog Training Ltd. Booking and payment of our services denotes automatic agreement by client to these Terms and Conditions.
1. Definition and Interpretation
1.1 “these Terms” means these Terms and Conditions
1.2 “the Services” in these Terms means the services we provide to you as described in your Service Summary.”
1.3 “Booking Form” refers to the form that you will complete either in whole or in part that confirms your details and describes the Services subject to these Terms.
1.4 “Invoice” means the document which details the cost and any specific payment terms agreed between us and you as our client.
1.5 “the Contract” means the contract between us and you as our client and comprises these Terms, the Booking Form, the Service Summary and the invoice/ telephone payment.
1.6 “writing/ written” includes contact by post and emails.
1.7 “we, us our, ourselves, Baywood” means Baywood Dog Training Ltd.
1.8 “client/ you” means you as our service consumer.
1.9 “parties/ party” how we will refer to you and us separately or combined.
2. Information about us
2.1 We are Baywood Dog Training Ltd. Registered in England and Wales under company number 13829838
2.2 How to contact us:
Email: customerservice@baywooddogtraining.com
Telephone: 0800 861 1289
2.3 How we may contact you:
We will contact you via the postal address, telephone number or email address you have provided during your initial enquiry and submitted on your booking form to either speak to you directly, send information by text message or write to you.
3. The Contract
The Contract for services between us and you is comprised of these Terms, the booking form, the service summary, the invoice and payment. We cannot start providing our services to you until payment has been received and all documents have been completed and submitted.
4. Orders
4.1 Online orders
Any requests for services made via our website will be subject to the following process.
4.1.1 You complete and submit a booking form via our website: www.baywooddogtraining.com
4.1.2 That booking form is subject to these Terms
4.1.3 We will review the information provided and process your request.
4.1.4 We will then either:
a) If further information is required, we will contact you via the contact details submitted in the booking form.
Or
b) If accepted, we will send an invoice for payment via email or call you to take payment over the phone.
4.1.5 Upon receipt of your payment, we will send you a confirmation email of your booking that outlines the Services you have booked.
4.2 Telephone orders
Orders for our Services placed via telephone, will be subject to the following process.
4.2.1 The booking form will be completed either by you or by our representative using information you provide over the telephone.
4.2.2 We will take payment over the telephone.
4.2.3 We will send a copy of the information provided in the booking form, a service summary and a copy of these Terms and invoice for payment (if required) via email. It is your responsibility to ensure its contents are accurate.
4.2.4 You will acknowledge the accuracy of the information and acknowledge you have read these Terms by ticking the relevant boxes contained within the email.
4.2.5 Upon receipt of your payment and your acceptance as outlined in 4.2.4, we will send you a confirmation email.
4.3 Acceptance and confirmation of your order.
The order for services will be deemed as accepted when all required information and payment has been received by us and you have received a confirmation email.
4.4 Order rejection
We reserve the right to refuse to accept your order if your request could not be accommodated by us for any reason.
If we are unable to accept your order, or any part of your order, we will inform you of this either by email or telephone. We will not charge you or, if payment has been made, provide a full refund in respect of any requested Service(s) which we can not provide or are unavailable to provide. Reasons include but are not limited to the following:
4.4.1 The Services are no longer available or are fully booked.
4.4.2 We are unable to meet the estimated service timescale specified.
4.4.3 There are unforeseen circumstances that have limited our resources.
4.4.4 We have identified an error in the price or description of the service(s).
4.4.5 Upon review of the information submitted, it has been deemed that the requested service is not suitable for your dog and/or your needs.
4.4.6 You are under 18 years of age.
4.5 Order modifications
Please check your emailed booking form summary, invoice (if relevant) and service summary carefully and contact us immediately regarding any issues/ errors before you make payment. It is your responsibility to ensure all information within these documents is correct before submission and in advance of payment.
If you wish to make changes to the Services we have confirmed with you, please contact us immediately. We reserve the right to refuse any service modifications. If it is possible for us to accept your requested changes, we will inform you of any adjustments to the price, the timing or availability of supply, or anything else that becomes necessary as a consequence of your requested change. You will then need to confirm whether you wish to proceed with the changes.
Please note, once services have commenced, the only booking modifications that we can consider are upgrades to Services.
4.6 Questions or problems.
If you wish to contact us with any questions or to discuss any issues with your order or the Services, then please contact us using the details in 2.2.
Any complaints need to be raised during the course of us providing the Services and no later than 10 days of us completing the Services by contacting us directly via the details in 2.2.
4.7 The Booking form
The Booking Form is to be completed in full with information that is accurate and up to date. If it is discovered that the information you have provided within or for completion of the Booking Form is misleading, incorrect or omits any information that is relevant to your booking, we will terminate the contract between us and you. We will provide a refund for any part of the Services paid for but not provided up to the date of termination without further compensation payable to you minus any costs incurred by us.
5 Your obligations
All orders are accepted based on the understanding that you acknowledge, accept and agree to comply with all provisions defined in 16 ‘Your Obligations’. Please note that our ability to perform the Services effectively and in line with the service summary is contingent on your compliance with ‘Your Obligations’. Your failure to comply with any clause set out in ‘Your Obligations’ may negatively impact the experience of our other clients, our business as a whole and will mean that we cannot complete the Services in line with the service summary. Due to the severity of the impact that your failure to comply with ‘Your Obligations’ may have, we ask that you only book our services if you will comply with all parts of ‘Your Obligations’ at all times.
6 Required Information
We may need information from you that enables us to supply the Services to you. This includes but is not limited to, your contact details, insurance details and any information regarding your dog. We reserve the right to make an additional charge at a reasonable sum to compensate us for any extra work necessary or terminate the contract between us and you with immediate effect and refund you for any part of the Services paid for but not provided without further compensation payable to you if you do not give us information within a reasonable time of us requesting it or if it is discovered that any information you have provided to us is misleading, incorrect or omits any information. We are not responsible for supplying services late or not supplying part of them if this is caused by you not providing requested information to us within a reasonable timeframe.
7 Our services
7.1 The Service Summary
The service summary contains the particulars for any Services you have requested that we provide to you. The amount displayed on your invoice/ service summary is the amount to be paid by you in exchange for the Service(s) we are providing you as set out in the service summary. Please check the Service Summary carefully to ensure that it includes all the Services you require from us and that you accept any limitations of our Services that are specified within.
7.2 Access to perform the service(s)
In the event that you do not allow us access to your property (or other specified location) without good reason to perform the Services as planned, we reserve the right to charge any additional costs suffered by us as a result.
7.3 Minor changes by us
From time to time it may be necessary for us to make minor changes to the Services. These changes should not have any impact on your use of the Services and may occur in such incidences as:
7.3.1 Changes in relevant laws and regulatory requirements.
7.3.2 we need to implement adjustments or improvements that will result in higher quality services.
7.4 Significant changes
If we decide it is necessary to make any significant changes to the Services, we will contact you to inform you. You can then contact us if you wish to end the contract prior to the commencement of the Services and receive a refund for services you have paid for but not received.
7.5 Suspension of services and your rights
Occasionally, our ability to perform the Services either in part or in full may be affected by events beyond our reasonable control. If such an event occurs, it may be necessary for us to suspend supplying you with the Services. We will always try to restart supplying the Services as soon as possible.
Such events include but are not limited to:
7.5.1 You change the requirements of the Services. This may result in us needing to change your dog’s trainer to one that is specialised in performing the altered services you now require.
7.5.2 The trainer we have allocated to providing the Services to you and your dog is unwell or has been told to self-isolate in line with government guidance and there is no other suitable trainer available within the timeframe that was originally agreed between you and us.
7.5.3 If we decide it is in the best interests for your dog and their progression to allocate a different trainer.
7.5.4 We need make minor changes or deal with unforeseen technical problems
7.5.5 Where local or national lockdowns or imposed or the Government gives guidance or creates legal/ regulatory requirements that mean we are unable to perform or must amend the Services either in part or in full within the timeframe initially agreed between you and us.
If service suspension is necessary, we will contact you in advance to inform you. If the reason is urgent or an emergency, we may contact you after the suspension has been implemented. We may offer you credit or service alternatives. If the service suspension lasts 60 days or more from your order date and you wish to cancel the Services, you can contact us for a refund of any sums you have paid for the Services but not yet received.
8 Termination of services by us
8.1 When we arrive at the agreed location to perform the Services or when a trainer arrives to collect your dog as part of the Services, there are circumstances where we may be unable to continue with the provision of the Services. Such circumstances include but are not limited to:
8.1.1 Your dog is ill, is in season (heat) or is showing signs of illness, flea infestation, injury or distress on collection or trainer arrival. In these circumstances, we reserve the right to refuse to collect your dog or commence/ continue providing the Services.
8.1.2 If your dog becomes ill or injured during participation in any of the Services, we will terminate the Services to ensure your dog receives appropriate treatment. If you are not present, we will contact you immediately and if the illness/ injury requires emergency treatment we may seek this on your behalf. Otherwise, we will immediately contact you to collect your dog or send someone on your behalf to collect your dog for the purpose of seeking veterinary care.
8.1.3 If your dog shows signs of aggressive or destructive behaviour that was not fully disclosed to us by you before the start of the contract or we have not confirmed in writing that we will provide the service(s) notwithstanding this behaviour.
8.1.4 If it is deemed by us or by the allocated trainer that there is good reason, in our or their professional opinion, that your dog is unsuitable for the Service(s) and we cannot provide the Service(s) to the standard expected by either you or us.
8.1.5 If you have not complied with the Terms set out under ‘Your Obligations’ or have given us incorrect or misleading information or have omitted information.
If termination of services occurs due to reasons outlined in this clause 8.1 then we may, at our discretion, offer alternative or additional services that, in our professional opinion, are more appropriate for your dog or terminate the Services permanently and provide a refund for services paid for but not received minus any reasonable deductions which we shall be permitted to make for attendance or losses incurred by us. We are under no obligation to offer any alternative date for the Services or offer alternative services.
8.2 Timescale for services
We will use our reasonable endeavours to carry out the Service(s) by the time or within a period of time that is mutually agreed between us and you prior to the contract commencing but you cannot terminate the contract if we fail to achieve the timescales. Please ensure any particular timescale or time limits are described in the booking form. If no time limit is agreed between the parties, the Services will be conducted within a reasonable time.
9 Price and payment
9.1 Service Cost
The prices for services that are listed on our website are for guidance only. These prices are subject to change based on a client’s individual requirements and we reserve the right to change the prices displayed on our website at any time without prior notice.
The total price payable for the Services we have agreed to provide you based on your requirements will be detailed in the invoice/ service summary we send to you prior to the start of the Service(s).
It may be possible to arrange a payment plan schedule with us for certain services. Where we have agreed a payment plan with you in writing, the agreed payment schedule maybe sent to you in addition to an invoice.
9.2 Incorrect pricing
We take all reasonable care to ensure that the service price shown in your invoice/ service summary and/ or payment schedule is correct. However, if we do discover we have made an error in the price shown on your invoice/ service summary and/or payment schedule then clause 9.2.1 will apply.
9.2.1 Pricing mistakes by us
Despite our best efforts to provide the correct price for our services in your invoice, it is possible that errors may occur. If the correct price at your order date differs to that stated in your invoice/ service summary, we may contact you to discuss the error prior to confirming your order. If we accept and confirm your order despite an obvious pricing error that could have reasonably been recognised by you as mispricing, we may terminate the contract and refund you for services paid for but not received as at the date the contract is terminated.
9.2.2 If you believe an invoice/ price within service summary is incorrect then please do not make any payment and contact us immediately via the method stated in clause 2.2 so that we can make any necessary changes.
9.3 Payment methods and when payment is due
You must pay in full for the Services at the time of booking to place your order. Your order will not be confirmed without full, cleared funds being received by us.
All payments are to be made through the third-party payments page accessed via the link provided on your digital invoice or via telephone.
Payment plans may be available on selected services. If a payment plan is agreed between us and you in writing, you must pay the agreed, non-refundable deposit at the time of booking and agree that you will pay each instalment in full and by the date specified using the payment method stipulated in your agreement. All services must be paid for in full before commencement of the Service(s). If the payment schedule is not adhered to or payment has not been made in full by the agreed date, we reserve the right to terminate the contract and refund you the total of any payments made for services paid for but not received minus the amount of the non-refundable deposit.
10 Your right to terminate the contract.
The extent of your rights to end the contract are dependent upon which Service(s) you have purchased, your reason for wanting to end the contract, our performance and the timing of your wanting to terminate the contract.
10.1 You may have a legal right to end the contract/ request the Service(s) be repeated/ receive a refund in full or in part if we do not provide the Services with reasonable care and skill. See clause 11.2
10.2 If you wish to terminate the contract because of something we have done or have told you we are going to do including:
10.2.1 We have told you about an error in the price and you do not wish to proceed.
10.2.2 There is a risk that our ability to supply the Services to you might be significantly delayed due to events outside our control or that we intend to suspend the Services, in each case for more than 60 days
10.2.3 You have a legal right to end the contract because we have not complied with our legal obligations to you in accordance with your legal rights or these terms.
then we will end the contract immediately and refund you for any part of the Services which you have paid for but not received.
10.3 If you simply change your mind about wanting our services, you may be able to get a refund so long as you tell us within the Cooling-Off Period in line with Consumer Contracts Regulations 2013. This may be subject to deductions and certain exceptions.
For most services purchased online or through distance communication such as email or telephone, depending on the rights you have as a consumer, you have a legal right to change your mind within 14 days of purchase and receive a refund.
Where there is no right to change your mind or no Cooling- Off Period under the Consumer Contracts Regulations 2013, we reserve the right to refuse any refund request. If you have any questions or concerns relating to this, then please contact us prior to placing your order.
If services have been completed during the Cooling- Off period, your right as a consumer to change your mind does not apply.
With regards to the Services we supply, you have 14 days Cooling- Off Period from the day we accept your order (i.e., the date you send any payment in respect of the Services and receive confirmation either in writing or by other communication from us to tell us you have changed your mind. However, if we have completed the Services, you cannot change your mind- even if the Cooling-Off Period is still running. If you cancel due to changing your mind within the Cooling-Off Period and we have started providing the Services during that time, we will refund you for any services paid for but not received. You must pay for any part of the service that has been provided up until the time you tell us you have changed your mind.
11 Telling us you wish to end the contract.
The way in which you can end your contract with us depend on your reasons for the termination. Please follow the directions below that are appropriate to your reasons.
11.1 To end the contract because you have changed your mind and are within the Cooling-Off Period please let us know by either
(i) contacting us using the details in clause 2.2. We will need your order number, information about the Service(s) and you name and address. Our customer service team may request further information from you to allow us to process your refund.
(ii) completing ‘The Model Cancellation Form’ below return by email to the address in clause 2.2 or post to:
Baywood Dog Training Ltd
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
11.2 To end the contract for any other reason, please contact us via email or telephone using the details in 2.2. We will need your order number, information about the Service(s) and you name and address. Our customer service team may request further information from you to allow us to process your refund.
12 Refunds
12.1 Refund methods
We will refund you the price you paid for the Services, using the method you used to make the payment. We may make deductions in line with these Terms. Where we are legally permitted to do so, we may refund you in the form of credit to be spent on our services at a later date.
12.2 Refund processing
If you cancel during the 14-day Cooling-Off Period due to changing your mind, your refund will be made within 14 days of you informing us that you have changed your mind.
12.3 Refund deductions when you change your mind
If you have cancelled the Services within the Cooling-Off Period due to changing your mind, we can reduce your refund to reflect the value of the Services you received from us up until the day of termination. This deduction will be calculated at our sole discretion and will be based on the time spent and costs incurred by us as a result of providing the Services up until the date of termination.
12.4 Cancellation of booked services
The contract between you and us starts once you receive confirmation of your booking. The contract is complete when we have finished providing the Services you have paid us to provide.
You are free to terminate the contract and cancel your booking at any time before the Services begin or are completed even if we are not at fault and you do not have the right to change your mind. However, you will have to pay us compensation.
The level of compensation which we require may be up to 100% of the price you have paid us for the Service(s) and we reserve to right to retain the full amount that you have paid us if cancellation occurs when we are not at fault and there is no right for you to change your mind.
When you choose to terminate the contract and cancel any of the Services whether or not they have started and we are not at fault and you do not have the right to change your mind, you will be charged 100% of the amount you have already paid. There will be no refunds.
In the following circumstances, it may be possible to reschedule the Services for a later date:
(i) If your dog is unable to participate due to being ill or injured, or
(ii) you have been told to isolate in line with Government guidelines.
Please note that we reserve the right to request proof of the above.
If you wish to terminate the contract before commencement of the Services and we are not at fault and you do not have the right to change your mind, please contact us using the details in 2.2. The contract will end immediately.
12.5 Cancellation of individual 1-2-1 sessions
Your cancellation of any 1-2-1 sessions within the 24-hour period prior to the date and time on which that session is due take place will be charged at the price of 1-2-1 session you wish to cancel. There will be no refund for the cancelled session.
In the following circumstances, it may be possible to reschedule the session for a later date:
(i) If your dog is unable to participate due to being ill or injured, or
(ii) you have been told to isolate in line with Government guidelines.
Please note that we reserve the right to request proof of the above and any rescheduling will be subject to the trainer’s availability.
13 Termination of the contract by us
13.1 We have the right to end the contract for the Services at any time in writing if:
13.1.1 you do not provide us with information we require to perform the Services within a reasonable time of us asking for it.
13.1.2 you do not comply with a requirement in these Terms
13.1.3 you do not allow us to deliver the Services to you or to someone you nominate to accept the Services on your behalf within a reasonable time.
13.2 Refunds and/or Compensation if you break the contract
If we terminate the contract due to one of the situations laid out in clause 13.1 or stated elsewhere in these Terms, we will refund any money paid for services not yet provided minus any amount we have or will incur as a result of your breaking the contract.
14 Our liability
14.1 Loss or damage suffered by you
We are responsible to you for any foreseeable loss or damage that is caused by us as a result of us breaking the contract or failing to use reasonable care or skill.
For the purpose of these Terms, loss or damage is ‘foreseeable’ if either:
14.1.1 it is obvious that it will happen or
14.1.2 if at the time the contract was made, both you and us were aware that it might happen. Such as, it was discussed by us and you during the booking process.
We are not responsible for any loss or damage that is not foreseeable.
14.2 Unlawful liability limits and exclusions
We do not limit or exclude in any way our liability to you where it would be unlawful to do so. This includes any liability for death or personal injury caused by our negligence or the negligence of our employees, agents or independent contractors, for fraud or fraudulent misrepresentation, breach of your legal right to receive the Services with reasonable skill and care.
14.3 Business losses
We only supply our services to consumers for domestic and private use and are not liable for any business losses. If you use the Services for any commercial, business or re-sale purposes we are not liable to you for any loss including but not limited to loss of profit, loss of revenue, loss of business, business interruption, or loss of business opportunity.
14.4 Liability limits
In addition to those already covered by clauses 14.1- 14.3 above or covered by any other clause within these Terms that restricts, limits or excludes our liability, the following applies:
14.5 Accidental death, theft, mysterious disappearance or straying of the Dog
In the event of dog theft, mysterious disappearance or death of your dog that is due to our negligence or breach of these Terms, our financial liability to you is limited to the Animal Value
For the purpose of these terms, Animal Value means:
(i) the purchase price for the current owner of an Animal up to five (5) years of age where proof of purchase price is evidenced; or
(ii) the market value of an Animal where proof of purchase is not available or where an Animal is aged five (5) years or older. This cost will take into consideration breed, age, sex and any proof of pedigree.
Please note that your dog must be missing for at least 7 days and if following theft, mysterious disappearance or straying your dog is subsequently found, then we may recover from you any amounts that have been paid in respect of any Claim.
14.6 Liability not covered elsewhere in these Terms
We are not liable for:
· any death, injury, illness, theft, mysterious disappearance or any associated vet fees or medical costs that occur during the provision of the Services and are not due to our negligence
· any damage caused by your dog to your home or property in connection with the provision of the Services.
· any vet fees or medical costs that are a result of or are in connection with any illness, allergic reaction or intolerances to food or plants that is caused by your failure to notify us of any allergies or pre-existing conditions prior to the start of the Services. Failure to adequately notify us of any such pre-existing conditions or allergies is failure to comply with your obligations set out in these Terms.
· any costs associated with vet or medical care or death, injury or illness related to any pre-existing physical or medical defect, disability or condition or are as a result of breeding activities or vaccinations.
15 Other important Terms
15.1 Your legal rights.
Nothing in these Terms will affect your legal rights.
15.2 Your personal information.
Our Privacy Policy sets out the ways in which your personal information will be used. Please contact us using the details in 2.2 if you have any questions relating to our use of your personal data.
15.3 Persons covered by this contract.
No one other than you and us, their transferees, successors or assignees, shall have any right to enforce any of its terms and accordingly the Contracts (Rights of Third Parties) Act 1999 shall not apply to this Agreement.
15.4 Individual Terms
Each clause in these Terms is independent and operates separately in its own right. If any court or relevant authority makes the decision that any clause contained in these Terms is unlawful, the remaining clauses will remain in full force and effect.
15.5 Enforcement of the contract delay
If we delay enforcing this contract, we can enforce it later. There is no time limit on enforcing this contract and if we do not immediately insist on you doing anything required as set out in the contract or if we delay taking action against you if you break the contract, we can still take action against you at a later date.
15.6 Legal proceedings
Any dispute or claim arising in connection with the contract between you and us shall be governed by the laws of England and both parties shall submit to the exclusive jurisdiction of the English courts.
We hold all our clients in very high regard and client satisfaction and customer service is extremely important to us. If you have any issue or complaint with the Services provided then please contact us in the first instance using the details in clause 2.2. Our customer service team will do all they can to help resolve your issue.
15.7 Alternative dispute resolution.
If you are not satisfied with the way in which we have delt with your issue or any complaint, then you may wish to seek the advice from an alternative dispute provider. This is an independent body that considers the facts of a dispute and seeks to resolve it without having to go to court. Please note that we do not have any legal obligation to engage in any dispute resolution process and reserve all rights in this regard.
16 Your obligations
The Terms set out below are mandatory. Ordering any of our services or using any work created by us is automatically confirming your acceptance of these Terms. Your use of the Services is dependent on your compliance with these obligations. We are entitled to terminate our contract with you immediately if you breach any of these obligations or attempt to avoid or deviate from these obligations.
If you have any questions about these obligations, we will be very happy to help. Please contact us via the details in 2.2.
16.1
You acknowledge, understand and agree that:
16.1.1 Dogs are all unique beings and there are many factors that will affect a dog’s learning speed and capacity to benefit from the Services. These include but are not limited to, the dog’s background, life experiences, previous learning experiences, history and environment. As a result, we do not and can not guarantee any particular outcome or result from the Services. Likewise, we can not and do not guarantee that any outcome or result of the Services will be permanent or last for a particular length of time. It’s important that you understand that the results and outcomes of undertaking our services will be dependent on these factors as well as your commitment to following the instructions and guidance from us and the regularity at which you or someone on your behalf continues to engage with and/or train your dog in the manner in which we recommend or which solidifies any commands, behaviours or skills that your dog has learned during our training programmes. This may include any recommended refresher courses or sessions as and when required to ensure both you and your dog retain the skills and behaviours learned during our training courses and programmes.
16.1.2 Your dog is allowed to socialise with other dogs in an off-lead environment to allow for vital socialisation with other dogs of different ages and breeds. Dogs interacting with one another will be supervised and care is taken when selecting dogs that will interact in a positive way with one another. However, as with any group interaction, there is the risk of dog-to-dog aggression, fights and even death.
16.1.3 We may walk your dog off lead in public environments.
16.1.4 Your dog may be transported with other dogs in a vehicle designated by us.
16.1.5 Your dog may be left unattended in a safe and secure environment for a maximum of 4 hours at a time during any programmes that include dog boarding.
16.1.6 You hold a valid, up to date pet insurance policy that is of sufficient monetary cover level to cover any vet bills that arise as a result of your dog becoming ill or injured while participating in the Services and that any personal property provided to us is covered by a valid and up to date home and property contents insurance policy. You have informed both your pet insurance and home property insurance providers of the arrangements in place for the Services to ensure suitable coverage.
16.1.7 Under no circumstances will abusive behaviour be tolerated towards any member of staff, company representative, trainer or contractor. Any occurrence of any sort will result in the contract being terminated immediately with no refund made to you for any services paid for but not provided.
16.1.8 You agree to following the positive training methods recommended by your trainer. Any occurrence of you using forceful handling methods, fear or punishment during training may result in your booking being terminated and you will not be offered a refund.
16.1.9 Under no circumstances will we conduct a training session where aversive equipment is being used. This includes but is not limited to choke chains, prong collars, electric collars, rattle cans and corrector spray. These Sessions will be cancelled and you will not be offered a refund.
16.1.10 We will appoint a trainer to carry out the Services. We have complete control over the selection of appointment of any trainer and/ or staff member who will provide the Services on our behalf. We will take into consideration any request you submit for a particular trainer or member of staff however we are under no obligation to agree to your request. To allow us to provide the best possible trainer for your situation and goals, we may provide you with a trainer who is an independent contractor to us to carry out the Services on our behalf. All independent trainers that we provide to our clients undergo strict checks to ensure their competence, that they align with our values and mission and are all DBS checked for your peace of mind.
16.1.11 We reserve the right to change or replace a trainer that is appointed to carry out the Services at short notice and at any time before during or after the commencement of the Services. Our selection, appointment and any change of any trainer (or any staff member) is done so with your needs in mind. Any selection, appointment and/ or change of staff, trainer or contractor allocated to performing the Services by us (or our contractors) does not entitle you to terminate or seek to cancel or amend the Services or the contract between you and us.
16.1.12 If you engage in our Board and Train Services, you understand that your dog may be returned home early due to illness, injury or any other reason in these Terms. If you are not going to be available during the provision of the services, you need to have in place a nominated person who is willing and able to accept and take care of your dog in your absence.
16.2 You confirm that:
16.2.1 We have permission to walk your dog off lead in public environments.
16.2.2 We have permission to socialise your dog with other dogs in line with 16.1.2
16.2.3 We have permission to leave your dog unattended for a maximum of 4 hours within the trainer’s home.
16.2.4 Your dog is microchipped and all details on the microchip are up to date and accurate.
16.2.5 Your dog is up to date with all vaccinations and flea and worm treatments.
16.2.6 If your dog becomes ill or is injured during our supply of the Services, we may:
(i) Arrange for you (or someone on your behalf) to collect your dog in order to acquire veterinary treatment / seek further medical treatment / recover at home if appropriate.
(ii) In an emergency acquire veterinary treatment prior to contacting you.
16.2.7 You will be responsible for all vet or medical bills unless we have specifically agreed to an alternative in writing.
16.3 You are aware that and agree to:
16.3.1 You must fully disclose any incidents of aggressive or anti-social behaviour that your dog has previously shown no matter how small you feel the incident was. This disclosure must happen in writing at the time of booking and before the commencement of the contract. Please use the booking form or email details in 2.2 to provide relevant information.
16.3.2 You must disclose any other information about your dog that might affect your dog’s ability to interact with us or other dogs. This disclosure must happen in writing at the time of booking and before the commencement of the contract. Please use the booking form or email us using the details in 2.2 to provide relevant information.
16.3.3 You must fully disclose any pre- existing physical or medical defect, disability or conditions that affect your dog at the time of booking.
16.3.4 Provide any information about allergies, illnesses, medications or conditions prior to us commencing the Services.
16.3.5 Confirm you have and provide us with the details of your nominated person who will be responsible for taking care of your dog should any Board and Train Services need to ended prematurely due to illness, injury or any other reason outlined in these Terms.
16.3.6 We reserve the right to ask for medical history, vet records and current medications.
16.4 In addition, you will
16.4.1 be honest and open when answering our questions about your dog prior to and during the provision of the Services.
16.4.2 Promptly provide us with a copy of any insurance policy we request to see.
16.4.3 Be responsible for any vet or medical fees which may be incurred during the provision of the Services by us (in accordance with these Terms).
16.4.4 Be responsible for any damage or injury caused by your dog to property, people or other animals during any training programme.
16.4.5 Provide us with the season dates for any female dog and understand that we do not usually permit female dogs coming into season to attend Board and Train programmes unless you have prior written agreement with us.
16.4.6 Be responsible for providing all equipment required for training including but not limited to toys, suitable treats, non- extendable lead and flat collar. Where Board and Train services are booked, you will also be responsible for providing bedding, a suitable sized crate, all food and any medication required.
Be committed to following the guidance and advice of your trainer including engaging in any recommended activities and completing any tasks set for in between training sessions and/ or post training programmes. You understand that training is an ongoing process and acknowledge that if you do not follow the post training activities and exercises, implement certain changes or decrease the training frequency that is recommended to you then the quality and longevity of the training provided in the Services will be negatively affected and may result in us having only a short-term impact on your dog’s behaviour.