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Terms and Conditions

Victoria Dog Obedience Training Terms & Conditions

Clients should be aware that the terms and conditions for our 1:2:1 private trainings and group classes may be subject to change without prior notice. It is essential that clients regularly review and familiarize themselves with the most up-to-date terms and conditions to ensure compliance and understanding of any modifications.

 

1:2:1 private training:

Clients can expect communication through WhatsApp, text, or email to confirm individual session bookings. It is important to note that there may be a waiting list of approximately a week, which could occasionally be longer depending on the season and trainer availability. While we strive to accommodate client preferences, offering appointments sooner than the anticipated waiting period is not always possible.

Upon completing the registration process, clients will receive an invoice that includes the price of the first session, which serves as a reservation booking fee. Once this payment is made, clients will then be scheduled for their first/start appointment for the training.

The reservation booking fee is a form of protection for last-minute cancellations or if a client ignores our inquiry. Please note that this fee is non-refundable if a training session is cancelled or if the client chooses to disregard our inquiry. (this includes if you didn't read the T's & C's carefully and changed your mind after we booked you in already).

Upon confirmation of the training start date, you will receive an invoice for the remaining training sessions. It is required to make the payment for the rest of the training before attending the first session, ensuring that the payment is completed before the invoice's due date. 

(Please note that the due date for the remaining training payment may be only 1-2 days later than when you paid the reservation or booking fee. It is important to carefully check the due dates and make the full payment before attending the first training session; there is no option to pay in instalments).

If the payment for the remaining training sessions does not arrive by the due date, your training request will be cancelled. Additionally, the initial booking fee (reservation of date fee), will not be refunded in this case.

Please note that we do not accept session-by-session or weekly payments. The training program payment must be paid in full before attending the first session.

Unfortunately, we do not offer the option to book single sessions or pay only for the first session and "will see" (consultation training types are exceptions because those are only one session).

The reason is because it is ineffective. It takes time to gauge a dog's response to training, and drawing conclusions solely based on one session is not accurate or reliable. In some cases, puppies or adult dogs, especially those undergoing rehabilitation, may feel anxious about meeting a stranger for the first time and may not readily cooperate, potentially leading to misconceptions for non-professionals. Also, to cover the costs associated with cancellations, we have implemented a cancellation fee that is outlined in our refund policy. This fee helps to offset any administrative or operational expenses that may be incurred due to cancellations.

Please note that we no longer accept cash or cheques as a form of payment. The only payment method we accept is through bank transfers. Additionally, it is important to adhere to the payment amount specified on the invoice. Failure to pay the full amount may result in immediate cancellation of your training request.

Your information and details will be held and used only under the Data Protection Act 2019.

It is the client's responsibility to cover any penalties incurred by the trainer due to parking violations in locations that were previously indicated as free to park. Failure to pay the penalty or comply with the payment terms may lead to a court claim. In such cases, the client will be liable to pay the penalty fee along with any additional court claim fees.

Refund Policy:

If you believe you are eligible for a refund, please send us an email within 7 days after your final session. It's important to note that refunds will not be provided if the dog responds to the trainers but not the owners, or if the dog fails to respond due to lack of practice between sessions. Our role is to demonstrate effective dog handling methods, and refunds will not be granted if clients are unable or unwilling to incorporate these methods into their lifestyle and follow our instructions.

There is no change without commitment, and there is no change without consistency.

Please understand that we cannot be held accountable for any misinterpretation of advice regarding your dog. Our trainers ensure that they assess your handling capabilities before concluding each session. It is important to note that you have the option to cancel your training at any time.

Please be aware that if you cancel your entire training within 5 days before the next scheduled appointment, we will not refund the next session price.

Additionally, a £40 administration fee will be deducted from any cancellations made at any time. If you are unsatisfied and fail to inform us on the same day or the day after your first session, a £120 cancellation fee will be retained. Furthermore, if there is a lack of response to our texts or emails for more than a week during your training, we reserve the right to cancel your training without providing a refund, unless you have already informed us in advance of your inability to do so.

Session cancellation by you:

Please note that if you require the cancellation of your training session, we kindly request that you inform us at least 48 hours in advance. Failure to provide this notice, such as a no-show or no-call on the scheduled training day, or cancellation within 24 hours, (except in cases of genuine emergencies, illness, or severe weather conditions) will result in the obligation to pay for the missed session. In such situations, we can offer the option to have your dog picked up for training by our staff if someone is available to provide access, or alternatively, we can reschedule your appointment.

We kindly ask that you arrive on time for your scheduled training session as we can only wait for a maximum of 10 minutes at the agreed upon location. If you fail to inform us of your lateness, we will leave after that time, and you will still be charged for the session. If you have notified us of your delay, we will wait for you, but please be aware that we may not be able to extend the training time significantly as we have other clients and personal commitments to attend to.

We kindly request that you avoid cancelling your training sessions last minute repeatedly, particularly within 24 hours of the scheduled time, as it disrupts our schedule and makes it difficult to find a replacement client. In case of two consecutive last-minute cancellations, a fee of £35 will be charged. If a third cancellation occurs, we reserve the right to cancel your entire training program, and no refund will be provided.

Session cancellation by us:

If we need to cancel your training, we will inform you 48 hours before we cannot attend the training. It is infrequent, but if we need to cancel your appointment on a booked day because of a real emergency, sickness, traffic issues or bad weather - in this case, we reschedule your appointment, and you won't be charged for the missed session.

Safety and training method:

We prioritize the well-being and safety of our trainers, and we have a zero-tolerance policy towards any form of abusive behaviour. If you or a family member exhibits any abusive behaviour, the trainer will end the session, leave the location, and cancel any remaining sessions. Please note that in such cases, no refund will be provided. We are here to support and assist you, but mutual respect is essential for a productive and positive training experience.

Puppies (under 12 weeks) need not be fully vaccinated for the 1:2:1 private training because the 1st/2nd training will be home training.

During the training sessions, we assume responsibility for the well-being and handling of your dog. However, it is important to note that we cannot be held responsible for your dog's behaviour outside of the training sessions. Additionally, to conduct the training effectively, it is crucial for you to comply with our instructions. Failure to do so may hinder our ability to take responsibility for your dog's behaviour during the training sessions.

For safety reasons, we require that dogs be kept on a leash throughout the training sessions unless instructed otherwise by the trainer. Additionally, it is essential that your dog wears a collar with an ID tag, and we recommend bringing a harness if you typically use one (although we will utilize our professional leashes during the training).

 

In cases where a dog poses a risk to the physical safety of the trainer, we kindly request that you use a muzzle on your dog. These measures are in place to ensure the well-being of everyone involved in the training process.

We prioritize using science-based methods and positive reinforcement training principles to work with your dog. It is important to note that harsh handling, physical force, and punishment corrections are unacceptable in our training approach. As a policy, we do not condone the use of prong collars, choke chains, e-collars, or any devices that may cause your dog pain or discomfort. If we become aware that such methods are being used with your dog, either during or in between sessions, we will have to terminate the training immediately. We aim to create a safe and positive learning environment for you and your dog.

Group classes:

If your dog exhibits aggressive behaviour towards people or other dogs or displays anxious behaviour around dogs, we kindly request that you refrain from booking our Obedience Group Classes. Instead, we recommend considering our 1:1 dog rehabilitation training, which focuses on assisting dogs with these specific behaviours. Alternatively, you may explore special dog group classes designed for anxious or aggressive dogs. Please feel free to contact me if you are unsure which class suits your dog. It is important to note that if you do not contact us or provide false information about your dog's behaviour before attending a group class, we will be unable to issue a refund for the class. Our priority is to ensure the appropriate and safe training environment for all participants.

We kindly request payment for your group class space be made by the due date mentioned on your invoice. Failure to submit payment by the due date will result in the cancellation of your training request. Please note that we cannot provide partial refunds for missed classes, and if you choose to cancel your group class space less than 7 days before the class, no refund will be issued. 50% refund if it's more than a 7-day notice.

However, if the group class needs to be cancelled for any reason, such as inadequate enrollment (minimum of 3 dogs required), you will receive a 100% refund.

Puppies must complete their vaccination course (min. 2 vaccinations) to attend the group class.

Always clean up after your dog!

Do not bring bitches that are in season!

Do not let your dog off lead in the training, only if I’ll ask you to do it!

Bring a collar/harness with your dog and no retractable leash; normal short leash is required.

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