Terms of Business
By booking a service with Pawsitive Dog Dialogue, the Client acknowledges and agrees to the following terms:
All consultations, whether in-person or remote, must be booked in advance and paid for at the point of booking via the Pawsitive Dog Dialogue website. No booking is confirmed until payment has been received.
Cancellation and Rescheduling Policy
If a Client needs to reschedule an appointment, no additional payment will be required, provided the request is made at least 24 hours in advance.
Cancellations made:
More than 14 days prior to the session will receive a full refund.
Between 14 and 7 days prior to the session will receive a 50% refund.
Less than 7 days before the session will not be eligible for a refund.
Pawsitive Dog Dialogue reserves the right to cancel or reschedule appointments due to unforeseen circumstances. In such cases, an alternative date will be offered or a full refund provided.
If, due to unforeseen circumstances, a session must be abandoned after it has started, every effort will be made to reschedule the remaining portion within 14 days. If less than 50% of the session has been completed, a full reschedule will be offered. If more than 50% has been completed, a shorter rescheduled session will be offered, or a pro rata refund may be given at the discretion of Pawsitive Dog Dialogue.
For services purchased as a package, cancellation of the initial consultation before it takes place will be dealt with in accordance with the cancellation and refund provisions above. Once the initial consultation has taken place and work on the personalised behaviour plan has commenced, the package will be regarded as having begun. Cancellation, non-attendance or expiry of any subsequently included follow-up session does not create an entitlement to a proportional refund of the original package price, except where otherwise agreed by Pawsitive Dog Dialogue or required by law.
Travel and mileage charges
Where additional travel is required, mileage will be charged at 60p per mile, calculated on the additional return mileage beyond the included travel area. Any travel charge will be agreed with the Client before the appointment is confirmed.
Included and Multi-Session Follow-Up Sessions
The Learn & Practise service includes one additional 60-minute follow-up/practical behaviour session.
The Behaviour Coaching service includes three additional 60-minute follow-up/practical behaviour sessions.
Pawsitive Dog Dialogue may also offer existing clients a separate package of three 60-minute practical behaviour sessions.
Where a service or package includes more than one follow-up session, the first follow-up session may be booked in the usual way. Following that booking, the Client will be provided with an individual discount or booking code to enable any remaining included sessions to be booked through the Pawsitive Dog Dialogue scheduling system without further payment.
Any discount or booking code supplied as part of a behaviour support service or multi-session package is issued solely for the use of the Client to whom it is provided. It has no monetary value, may not be transferred to another person and may only be used to book the session or sessions included within the relevant service or package.
All included follow-up sessions must be booked and completed within six months of the date of the initial consultation, or, in the case of a separately purchased three-session package for existing clients, within six months of the date of the first session in that package, unless an alternative arrangement has been agreed in advance with Pawsitive Dog Dialogue.
Any included session that has not been used within the applicable six-month period will expire and will not normally be refunded, exchanged for another service or carried forward. Pawsitive Dog Dialogue may extend this period where circumstances reasonably justify doing so, but any extension must be agreed directly.
Included follow-up sessions remain subject to the standard cancellation and rescheduling terms. Where a Client fails to attend an appointment, or cancels at a point at which the standard cancellation policy would make the session non-refundable, that session may be treated as having been used.
Remote Support
Where a service includes remote support, the stated support period begins on the date that the Client's personalised behaviour plan is supplied by Pawsitive Dog Dialogue, rather than on the date of the initial consultation.
Understand & Plan and Learn & Practise include 28 days of remote support.
Behaviour Coaching includes six weeks of remote support.
For the purposes of these Terms, remote support means any reasonable behaviour-related support provided by Pawsitive Dog Dialogue that does not require an in-person appointment. This may include communication by email, telephone, text message, WhatsApp or other agreed means; discussion of progress; answering reasonable questions relating to the agreed behaviour plan; reviewing short photographs or video recordings supplied by the Client; clarification of techniques; and reasonable adjustments to the existing plan where appropriate.
Remote support is intended to help the Client implement and understand the behaviour plan supplied following assessment. It does not constitute unlimited access to Pawsitive Dog Dialogue, nor does it include substantial reassessment, extended consultations, emergency support, or assessment and treatment of unrelated or newly arising behavioural concerns.
Where a Client raises a new or materially different behavioural concern during the support period, Pawsitive Dog Dialogue may recommend that a further consultation or assessment is booked.
Pawsitive Dog Dialogue will endeavour to respond to reasonable requests for remote support within an appropriate period but does not guarantee an immediate response. Remote support should not be relied upon for veterinary emergencies, situations presenting an immediate danger to people or animals, or other matters requiring urgent professional intervention.
The expiry of the remote support period does not prevent the Client from booking further support or practical sessions at the applicable rate.
Photography and Video
Photos and videos may be taken during consultations, or provided by the Client as part of the behaviour assessment and treatment process. These may be used for professional development, educational purposes, or shared on Pawsitive Dog Dialogue’s social media platforms or website to highlight case studies and progress.
No identifying details (such as the Client’s full name or address) will be shared. If the Client does not wish for images or videos to be used publicly, they must inform Pawsitive Dog Dialogue in writing.
Client Responsibilities and Disclosures
By engaging the services of Pawsitive Dog Dialogue, the Client confirms that all information provided regarding their dog’s behaviour, history, health, and relevant circumstances is complete and accurate to the best of their knowledge.
Failure to disclose relevant information—such as a history of aggression, behavioural concerns, or medical issues—may pose a significant risk to the practitioner, the Client, the dog, and others. This may lead to immediate termination of services without refund, and Pawsitive Dog Dialogue shall not be held liable for any consequences arising from such omissions.
Under the Animal Welfare Act 2006, all animal owners have a legal duty of care to ensure the welfare of their animals and to prevent harm to others. The Dangerous Dogs Act 1991 and related legislation further require owners to prevent their dogs from being dangerously out of control. The Client assumes full responsibility for any legal consequences that arise from failing to disclose such information.
Safety and Risk
Although every reasonable effort is made to ensure a safe and positive experience, working with animals carries inherent risk. By booking a consultation, the Client agrees that participation in behaviour modification or training may involve a risk of injury to themselves, their dog, or others present. Any individual attending a consultation does so at their own risk.
Clients agree to hold Pawsitive Dog Dialogue harmless for any injuries, damages, or incidents that may occur during or as a result of the behaviour sessions. Clients also accept responsibility for any damage caused to Pawsitive Dog Dialogue property, and agree to replace or compensate for such damage in full.
If an injury or accident occurs during a session, it must be reported immediately so that the appropriate safety protocols can be followed.
Veterinary Matters and Limitations
Pawsitive Dog Dialogue is not a veterinary practice and cannot diagnose medical conditions. Any concerns regarding a dog’s health should be referred to a qualified veterinarian. While every effort is made to assist with behavioural concerns, no guarantees of success can be made due to the complex and individual nature of each dog and situation.
Data Protection and Consent
By engaging with Pawsitive Dog Dialogue, the Client gives consent for the collection, storage, and sharing of information as required to support the behavioural assessment and support of their dog, in accordance with General Data Protection Regulation (GDPR). This includes, but is not limited to:
Contacting the dog’s veterinary practice to obtain medical history
Sharing behavioural reports with the vet, where relevant
Storing client and case information securely on a password-protected computer in a locked premises, for the duration of treatment and for two years thereafter
Home Visits and Safety Protocols
To ensure the safety of all parties, unless previously agreed, dogs must be securely placed in a separate room prior to the arrival of Pawsitive Dog Dialogue employees. Supervised introductions will be carried out during the visit. Clients are expected to follow all safety instructions given during consultations. Failure to do so may result in immediate termination of the session without refund.
Insurance
Pawsitive Dog Dialogue is fully insured for dog behaviourist work through Protectivity.
If you have any questions about our Terms of Business, please don't hesitate to send us an email.