Terms & Conditions for Dog Training Services

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1. AGREEMENT TO TERMS AND CONDITIONS

These Terms and Conditions apply to all services provided by Positively Pawfect Ltd (“Positively Pawfect”, “we”, “us” or “our”), including group training classes, workshops, private one-to-one sessions, day training, home visits and sitting services.

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By completing and signing any booking or application form, making a payment, or attending a session, you confirm that you have read, understood and agreed to these Terms and Conditions. If you book on behalf of another person, you confirm that you have the authority to accept these Terms on their behalf.

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Nothing in these Terms affects your statutory rights as a consumer.

2. TRAINING AND HANDLING METHODS

All training techniques used by Positively Pawfect are based on positive reinforcement and are designed to be kind, ethical and respectful towards animals.

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We do not use or permit:

• physical force or harsh handling;

• fear, intimidation or pain-based methods;

• shock or electronic collars;

• choke, check or slip collars;

• prong or pinch collars;

• spray collars; or

• any other punitive or aversive equipment or training method.

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Dogs must attend with suitable equipment, including a secure collar or harness and a standard lead. Extendable or retractable leads are not permitted because of the risk of injury to dogs and handlers.

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You must follow the trainer’s instructions regarding equipment and handling. Equipment must not be used until the trainer has confirmed that it is safe to do so, or when the trainer is not present.

3. TRAINING SESSIONS AND SUITABILITY

You must provide accurate and complete information about your dog before booking, including any known behavioural, medical or health concerns, reactivity, fears, triggers, or history of aggression or biting.

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If your dog is known or suspected to be reactive towards other dogs or people, they may not be suitable for a group class. Please contact us before booking so that we can discuss appropriate options. You can contact josie@positivelypawfect.com or hello@positivelypawfect.com.

We may ask for a dog to leave a class or session if we believe that the environment is creating a negative or unsafe experience for that dog, another dog, a client or a trainer. This is not a criticism of the dog; not all dogs are comfortable in a class environment. Where this occurs, we will discuss alternative training options with you. Any refund or transfer will be considered in accordance with these Terms and the circumstances of the situation.

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You are responsible for your dog at all times. Dogs must remain on a lead unless the trainer expressly instructs otherwise. You must keep hold of the lead and must not allow your dog to roam freely, including during private one-to-one sessions, unless specifically advised by the trainer.

4. DOGS IN SEASON

Please notify us as soon as possible if your dog comes into season. Dogs in season may be unable to attend group classes or certain other sessions. Where appropriate, an alternative date may be offered. However, a refund will not normally be provided solely because a dog is in season.

5. SAFETY AND SUPERVISION

You must follow all reasonable instructions given by the trainer and respect the space of other clients and dogs.

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Any accident, injury or incident must be reported to the trainer immediately. We will provide reasonable assistance and complete an accident or incident report where appropriate. A qualified canine first aider will be present on site where applicable.

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Children may attend sessions with appropriate adult supervision. The supervising adult is solely responsible for the child’s safety, behaviour and compliance with these Terms. Children must not disrupt the learning of others or create a risk to themselves, other people or dogs. We may ask that a child does not attend future sessions if their behaviour is disruptive or unsafe.

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We are not responsible for loss, injury or death caused by a third party, except where liability cannot legally be excluded or where the loss, injury or death results from our negligence, breach of contract or other legal duty.

6. DAY TRAINING, HOME VISITS AND SITTING

We will take reasonable care of your dog while providing day training, home visits or sitting services. However, dogs can suffer unexpected illness or injury, including minor injuries sustained while walking or being handled.

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You remain responsible for any veterinary fees or other costs arising from your dog’s illness, injury or medical condition, except where those costs result from our negligence or other legal liability.

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You must provide complete and accurate information about your dog’s health, medication, behaviour and needs. You must also provide emergency contact and veterinary details.

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If your dog is taken outside your home, you should hold appropriate third-party liability insurance for your dog.

7. HEALTH, VACCINATIONS AND PARASITES

All dogs and puppies must be appropriately vaccinated or titre-tested before attending. Puppies must have completed their initial vaccinations and be safe to go outside.

Dogs must also be routinely treated for internal and external parasites, including fleas, ticks and worms.

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Although we take reasonable precautions, we cannot guarantee that there is no risk of disease transmission at a venue or through contact with other dogs, people or equipment. It is your responsibility to protect your dog against relevant disease risks.

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You must notify us before a session if your dog:

• is unwell or injured;

• has recently been in contact with a contagious illness;

• has vomiting, diarrhoea, coughing or other potentially infectious symptoms;

• has fleas, ticks, worms or another parasite; or

• has any allergy, food intolerance or dietary restriction.

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We may postpone or cancel a session, or refuse attendance, where this is reasonably necessary to protect the health of people or animals.

If your dog has allergies or food intolerances, you must tell us before the session and provide suitable alternative treats for training.

8. HOT WEATHER AND WELFARE

The welfare of all people and dogs is our priority. If the temperature is over 25°C, the relevant training session will be moved online wherever reasonably practicable. This is to reduce the risk of dogs suffering heat exhaustion or heatstroke, which can develop quickly and may be fatal.

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Where a session is moved online:

• it will take place remotely at the scheduled time where reasonably practicable;

• joining instructions will be provided in advance;

• exercises may be adapted for safe home-based training; and

• the session will not normally be refunded solely because it has moved online.

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We may also move, postpone or amend a session because of other weather or environmental conditions where we believe in-person training would be unsafe. We will provide as much notice as reasonably practicable.

9. STATUTORY CANCELLATION RIGHTS

Where you book online, by telephone or away from our business premises, you may have a statutory 14-day cancellation right under UK consumer law.

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This right may not apply, or may end early, where you ask us to begin providing the service during the 14-day period and the service is fully performed.

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By booking a session scheduled to take place within the 14-day period, you request that the service begins on the agreed date. If you cancel after the service has started, you may be required to pay for the proportion already provided.

10. DISCLAIMER AND RESPONSIBILITY FOR RISK

We will make reasonable efforts to maintain a safe environment for clients and dogs. However, participation in activities involving dogs carries inherent risks, including injury to people, dogs or property.

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By booking or attending, you acknowledge and accept these risks. You remain responsible for your dog and its behaviour at all times, whether or not a trainer is present.

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You must ensure that anyone accompanying you, or attending in your place, understands that they attend at their own risk and is made aware of these Terms.

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To the extent permitted by law, you agree to compensate Positively Pawfect for losses, claims, damage or costs resulting from your breach of these Terms or your dog’s behaviour. This does not exclude or limit liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be excluded or limited.

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Cars parked at any venue are parked at the owner’s risk. Positively Pawfect is not responsible for theft or damage to vehicles or property unless legally responsible.

11. BOOKINGS AND PAYMENT

Group training classes, workshops, private one-to-one sessions, day training and home visits Full payment is required upon booking.

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   Method of payment

All payments must be made via the website upon booking unless otherwise agreed with your assigned trainer.

If payment by bank transfer has been agreed with your assigned trainer, payment must be made to the bank account - Positively Pawfect Ltd [business account] 20-51-08 53674053

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12. CANCELLATIONS, REFUNDS AND RESCHEDULING

   Group classes and workshops

You may cancel your place by contacting us in writing no later than 14 days before the course or workshop start date. Where sufficient notice is provided, we will refund payments received. We may alternatively offer a transfer to another course or workshop, subject to availability.

Cancellations made less than 14 days before the start date are not normally eligible for a refund or transfer. Missed sessions, late arrival or failure to attend do not entitle you to a refund or replacement session.

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   Private one-to-one sessions, day training, home visits and sitting

You may cancel or request to reschedule an appointment by giving at least 48 hours’ notice. Where sufficient notice is provided, we will refund payments received or offer an alternative appointment where available.

Cancellations made less than 48 hours before the appointment, late cancellations and non-attendance are not eligible for a refund. The session will be treated as used or deducted from a package.

Any package or pre-paid sessions must be used within the period stated at the time of booking. Once that period has expired, unused sessions will be forfeited and will not be refundable or available for rescheduling.

We may make reasonable attempts to remind clients to arrange outstanding sessions. This will normally include two (2) follow-up communications. However, responsibility for booking and using sessions remains with the client.

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    Cancellation by Positively Pawfect

We may cancel, postpone or change a service due to illness, severe weather, venue issues, safety concerns or circumstances beyond our reasonable control.

If we cancel a service and cannot provide a suitable alternative, we will offer a transfer or refund for the affected service, subject to your statutory rights.

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   Respectful Behaviour and Zero-Tolerance Policy

We are committed to providing a safe, welcoming and positive environment for all clients, staff and dogs attending our courses and sessions.

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All clients are expected to behave respectfully and appropriately towards our staff, other clients and dogs at all times. This includes communicating politely, following reasonable instructions from staff, respecting personal boundaries, and behaving in a way that does not cause distress, intimidation, disruption or discomfort to others or to the dogs in our care.

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We operate a zero-tolerance policy towards abusive, aggressive, threatening, intimidating, discriminatory or otherwise unacceptable behaviour. This includes, but is not limited to, verbal abuse, shouting, swearing at or towards staff or other clients, threatening behaviour, harassment, deliberate disruption of sessions, or other inappropriate behaviour towards staff, client or treatment of any dog.

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We reserve the right to take immediate action where we consider behaviour to be unacceptable or where the safety, wellbeing or enjoyment of staff, clients or dogs may be compromised. This may include asking a client to leave a session or venue, withdrawing the client from the course, ceasing in-person sessions entirely, or requiring future sessions to take place online rather than in person.

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Where a client is removed from a course or in-person attendance is stopped due to their behaviour, no refund will be provided for any remaining sessions. We also reserve the right to refuse future bookings where we believe this is necessary to protect the safety and wellbeing of our staff, clients and dogs.

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We will always aim to deal with concerns professionally and fairly; however, the safety, welfare and wellbeing of everyone attending our sessions is our priority.

13. PHOTOGRAPHY, VIDEO AND TESTIMONIALS

Photographs and video may be taken during sessions and may be used on Positively Pawfect’s website, social media pages, educational materials or other promotional materials.

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If you do not want you or your dog to be photographed or recorded, please tell the trainer at the time of the session or contact us in advance.

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Any written feedback or testimonial provided by you may be used on our website or social media pages. Please tell us if you do not want your feedback to be used.

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We will take reasonable steps to avoid children’s faces appearing in photographs.

14. DATA PROTECTION AND GDPR

Positively Pawfect Ltd is the data controller for personal information collected in connection with our services. We process personal data in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and other applicable data protection legislation.

 

Information we collect

This may include:

• your name and address;

• email address and telephone number;

• emergency contact name and telephone number;

• booking, payment and attendance details;

• your pet’s name, breed and date of birth;

• information about your dog’s health, behaviour, training needs and allergies; and

• photographs or video, where applicable.

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   How we collect information

Information may be provided through an online contact or booking form, application form, email, telephone, in person, or through our booking and payment systems.

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   Why we collect information

We collect and use information to:

• process and administer your booking;

• provide appropriate and safe services and advice;

• communicate with you about your sessions;

• respond to enquiries;

• maintain business, accounting, tax, insurance and legal records;

• manage incidents, complaints and claims; and

• send marketing communications where you have expressly consented or where otherwise permitted by law.

Our lawful bases for processing may include performing a contract, complying with a legal obligation, pursuing our legitimate interests, or obtaining your consent.

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   Sharing information

We will keep your information confidential and will not sell it or pass it to third parties for their own marketing purposes.

We may share relevant information where necessary for the administration of your account or services, including with payment providers, booking platforms, IT providers, accountants, insurers, professional advisers, veterinary professionals or emergency services. We may also disclose information where required by law.

 

   Retention

We retain basic personal and financial information for at least six years where required by UK tax and legal obligations. After the applicable retention period, information will be securely deleted or destroyed where reasonably practicable.

Marketing information will be retained until you withdraw your consent or ask us to stop using it.

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   Your rights

Subject to applicable legal exceptions, you may request:

• access to the personal data we hold about you;

• correction of inaccurate or incomplete information;

• deletion of your information;

• restriction of processing;

• objection to certain processing;

• withdrawal of consent; and

• data portability where applicable.

To exercise your rights or raise a concern, contact josie@positivelypawfect.com or hello@positivelypawfect.com.

You may also complain to the Information Commissioner’s Office at ico.org.uk.

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Please refer to our separate Privacy Policy at www.positivelypawfect.com for further information.

Marketing emails will include an unsubscribe option. You may opt out at any time by contacting us.

15. COMPLAINTS

If you have a concern about our services, please contact us as soon as possible so that we can investigate and try to resolve the matter.

Email: josie@positivelypawfect.com
Alternative email: hello@positivelypawfect.com

16. CHANGES TO THESE TERMS

We may update these Terms from time to time. The version in force when you make your booking will normally apply to that booking, unless a change is required by law or is necessary for safety or operational reasons.

17. GOVERNING LAW

These Terms are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights that apply to you.