Terms And Conditions

1. Bookings & Payments

All bookings must be made online via our scheduling or payment system before sessions are confirmed.

Full payment is required at the time of booking. Payments are securely processed through Stripe (for 1:1 services) or Mighty Networks/Stripe (for memberships and courses).

Prices are subject to change; however, any confirmed booking will always be honoured at the price paid.

2. Cancellations, Rescheduling & Refunds

Due to the access nature of package bookings and memberships, refunds are not available once access has been granted or once the first session has taken place, except where required by law.

Initial Consultation Sessions

Behaviour consultations involve significant preparation time prior to the appointment, including review of questionnaires, behavioural history, videos, veterinary information, and case planning.

Payment is due at time of booking.

Cancellation & Rescheduling

Clients may reschedule their consultation at no additional charge where a minimum 2 hour notice is provided.
Cancellations made more than 72 hours before the consultation start time may be eligible for a refund minus any payment processing fees.
Cancellations made less than 72 hours before the consultation start time are eligible for a maximum refund of 75% only, due to preparation time already completed and loss of the appointment space.
Failure to attend a session without notice (“no-show”) will result in the session being forfeited without refund.

In exceptional circumstances, discretion may be applied at the sole discretion of Whole Dog Behaviour.

If Whole Dog Behaviour must cancel or reschedule a consultation, the session will be rearranged at no additional cost to the client.

Behaviour Support Programme

Clients may cancel their Behaviour Support Programme booking and receive a full refund, less any non-refundable payment processing fees incurred by Whole Dog Behaviour (including Stripe transaction fees), provided cancellation is received more than 72 hours before the scheduled start time of the initial consultation.
Where a client cancels less than 72 hours before the scheduled start time of the initial consultation, a refund of 75% of the programme fee will be issued, less any non-refundable payment processing fees. The remaining 25% is retained to cover the loss of the reserved appointment space and associated administration costs.
Once the initial consultation has commenced, no refunds will be issued for the Behaviour Support Programme.
Where a client chooses to pay using a third party payment provider, including but not limited to Klarna or Clearpay, Whole Dog Behaviour is not responsible for any repayment agreements, instalment arrangements, interest charges, fees, disputes, or contractual obligations between the client and the payment provider. Any such arrangements remain solely between the client and the payment provider.
The Behaviour Support Programme is designed to be delivered over a period of approximately 3 months. While reasonable flexibility can be provided to accommodate client availability, holidays, illness, or other unforeseen circumstances, all sessions included within the programme must be completed within 6 months of the initial consultation date.
Any unused sessions remaining after 6 months will be forfeited and will not be refunded, transferred, or extended unless otherwise agreed in writing at the sole discretion of Whole Dog Behaviour.
Clients are responsible for arranging and attending follow-up sessions within the programme timeframe. Whole Dog Behaviour cannot guarantee availability if sessions are not booked in a timely manner.

Monthly Behaviour Support Subscription

Following the initial consultation, clients continue on a rolling monthly behaviour support subscription. The subscription renews automatically each month unless the client makes us aware they wish to cancel, prior to the next billing date. Clients are responsible for managing and cancelling their subscription should they no longer wish to continue.

Once the initial consultation has taken place, the monthly support programme is considered active and non-refundable. However, clients may cancel at any time to prevent future subscription renewals. Any unused follow-up session(s) already included within the active billing period will remain available for use within that period unless otherwise agreed.

Month 2+ Subscription Refunds

Refund requests for recurring subscription payments will be considered as follows:

Requests made within 3 days of the recurring payment being taken may be eligible for a full refund minus processing fees, provided:
- no in-person or online follow-up session has taken place;
- no session has been booked within that billing period due to begin within 72 hours; and
- no substantial support has been provided during that period.
Requests made between 3–7 days after payment may be eligible for a maximum 75% refund where no sessions have taken place, in recognition that the subscription includes ongoing support access outside of scheduled sessions, regardless of client participation.
Requests made more than 7 days after payment may be eligible for a maximum 50% refund only where:
- no sessions have taken place; and
- no sessions have been booked within the active billing period.

Where at least one follow-up session has taken place within the active subscription period, refunds cannot be provided.

All refunds are subject to deduction of non-refundable payment processing fees charged by third-party providers including Stripe and/or Mighty Networks.

3. Training Philosophy & Ethical Standards

Whole Dog Behaviour works exclusively using humane, science based, welfare centred methods.

We will not train a dog wearing or subjected to equipment or methods designed to cause discomfort, fear, or pain, including but not limited to:

Prong collars
Shock / e‑collars
Choke chains
Slip leads used as training tools
Spray collars or punishment devices
Anti‑bark devices

If a guardian chooses to use aversive tools or techniques alongside our work, services may be paused or discontinued, as these methods can interfere with learning, emotional safety, and welfare. Clients acknowledge that the use of these tools can severely impact training progress, learning and cause behavioural problems including aggression.

4. Client Responsibilities & Participation

Behaviour change and physical rehabilitation require active guardian participation. By booking services, you agree to:

Follow guidance, management strategies, and training plans as provided;
Implement safety and welfare measures outlined by your consultant;
Provide accurate, honest updates and communicate changes that may affect progress;
Seek veterinary or specialist intervention when recommended.

Failure to follow professional guidance may limit or prevent progress. Where client actions compromise welfare, safety, or ethical standards, Whole Dog Behaviour reserves the right to pause or discontinue services.

5. Health, Pain & Veterinary Considerations

Whole Dog Behaviour operates from a welfare first perspective. If we believe or suspect that a dog may be experiencing physical pain, discomfort, illness, or neurological compromise, we will not progress beyond foundational work until this is appropriately investigated and managed.

This may include, but is not limited to:

Veterinary or specialist pain assessments;
Diagnostic investigations (e.g. imaging, gut microbiome analysis);
Pain relief trials;
Use of supplements;
Referral to physiotherapists, clinical massage therapists, or other allied professionals.

We cannot provide behaviour or training services where a dog is showing signs of untreated pain, illness, mobility issues, or suspected medical concerns.

If a guardian refuses recommended medical investigation or attempts to pursue training instead of addressing health concerns, services will be denied or paused. Training a dog who is physically or neurologically compromised is unsafe and unethical.

Where welfare, pain levels, or behavioural health require further investigation, services may be paused until appropriate veterinary or specialist care has been sought.

6. Client Preparation & Pre‑Consultation Requirements

Clients are required to upload requested videos no later than 5 days before the consultation start time to allow time for review. Clients are also provided with free access to our online training hub and should completed the recommended resources before the start of the consultation to prepare.

Clients are responsible for their own time management ahead of sessions, and may contact us at any time with questions.

7. Safety, Legal Responsibility & Risk Management

It is the legal responsibility of every guardian to manage their dog safely at home and in public.

Whole Dog Behaviour may refuse, pause, or terminate services where safety protocols have not been implemented, including but not limited to:

Failure to implement muzzle training where advised;
Flooding or overwhelming the dog through exposure to stressors against professional advice;
Lack of secure management within the home;
Inadequate public safety measures for reactive, fearful, or aggressive dogs;
Non‑compliance with Restricted Breed legislation;
Refusal to create an environment that meets the dog’s intrinsic needs for safety and welfare;
Knowingly placing the dog in overwhelming or unsafe situations against advice;
Environments that present risk to the consultant, the public, or the dog.

Where risks cannot be adequately managed or advice is repeatedly ignored, services may be terminated to uphold professional ethics and public safety.

8. Training Commitment, Communication & Expectations

By booking services, clients acknowledge that:

Progress depends on client follow through, consistency, and participation;
Outcomes are influenced by the dog’s physical health, emotional state, history, and environment.

Clients agree to provide regular updates throughout the programme, with a minimum expectation of two updates per week, to allow appropriate review, adjustment, and progression of the behaviour plan. Clients acknowledge that behaviour change requires consistent implementation of recommendations and ongoing communication. Failure to provide the minimum level of updates, follow agreed recommendations, and provide reasonable evidence of implementation (including photos and/or videos where requested) may significantly impact progress and outcomes.

Whole Dog Behaviour cannot be held responsible for limited progress or dissatisfaction with results where clients have not consistently engaged with the programme or implemented recommendations as advised. In such circumstances, refunds will not be provided.

Clients are responsible for booking follow-up sessions in a timely manner when enrolled in a pre-paid package; failure to do so may result in forfeiture of remaining sessions, and all packages are non-refundable once commenced.

Support calls/follow-ups are designed to discuss overall progress and next steps, not day to day questions. WhatsApp support is provided for ongoing queries between calls. Clients acknowledge that lack of regular communication may significantly limit progress and reduce the effectiveness of support calls/follow-ups.

9. Liability & Insurance

Whole Dog Behaviour holds appropriate professional indemnity and public liability insurance.

Clients remain responsible for their dog’s behaviour, safety, and management at all times, including during online sessions or when implementing advice independently.

Clients must disclose all relevant behavioural, medical, or environmental factors that may impact safety or training outcomes.

10. Consumer Rights

Under the UK Consumer Contracts Regulations, services booked for specific dates are exempt from the standard 14‑day cooling‑off period once confirmed.

By booking, you acknowledge and accept the cancellation and refund terms outlined above.

11. Privacy & Data Protection

Whole Dog Behaviour complies fully with UK GDPR.

Personal information is collected solely for the purpose of delivering services and will never be shared without consent.

Sessions may be recorded for professional review. Photos or short video clips may be used for educational or marketing purposes unless clients request otherwise.

12. Amendments to Terms

Whole Dog Behaviour reserves the right to update these Terms & Conditions at any time. Updates will not affect existing confirmed bookings but will apply to future services.

Client Agreement

By booking a service or joining a membership with Whole Dog Behaviour, you confirm that you have read, understood, and agree to these Terms & Conditions. You acknowledge that all work is delivered using , welfare centred methods and that success depends on your active participation, honest communication, and commitment to your dog’s physical and emotional wellbeing.

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