Terms and Conditions

(updated 27/01/2025)

Key points-

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• Sessions cancelled or rescheduled within 24-hours of the start time will not be refunded or credited. We understand there may be exceptional circumstances, so please contact us ASAP to see if a solution might be found.

• You can request a session be taken online, either as a theory session, or video review.

• Sessions prevented by severe weather will be credited, and you can rebook. You can also opt for them to take place online.

• You are, always, ultimately responsible for your dog. This includes accident and injury occurring as a result of their behaviour. If at any time you are uncertain about the advice you are given by us, stop and clarify.

• Provide accurate and honest information about your dog so that we can provide a safe service for all involved. If we feel that your conduct is unsafe, we will issue written advice. Further failure to adhere to this advice will result in cancellation of services without refund.

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1. Consultation

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• Consultations are conducted in person with the dog, with at least one person responsible for training the dog present. In exceptional circumstances we may offer remote consultations or paid in-person consultations outside our service area.

• During the consultation, we’ll discuss your goals, your dog's history, and any specific requirements you have. We may ask sensitive questions to inform safety and future training (e.g. if your dog has a bite history). This is important for you, your dog and our safety – please do not provide dishonest information.

• Consultations focus on a single dog at a time. If we are working to address the behaviour of multiple dogs, we will conduct multiple consultations. We offer a 10% discount for multiple dogs if you decide to work with more than one. In some cases, we may go on to work with multiple dogs simultaneously, which we’ll discuss during your consultation.

• We’ll generally meet at a neutral, familiar outdoor location that’s comfortable for your dog. In some cases, we may meet at your home or another location that aligns with the training goals.

• If you decide to continue with us, we can help you set up your client portal and guide you through onboarding. You become a client, and gain access to remote support, at the moment payment is made and received.

• We may give you advice to implement prior to your first session. In some cases adherence to this advice may be a requirement of us working together (e.g. where a dog must first be muzzle trained).

2. Onboarding and Responsibility of Care

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• After your consultation, we’ll ask you to complete onboarding forms. These forms collect detailed information about your dog's health, behaviour, history, and any special needs or risks. Accurate information helps us plan training that’s safe and suited to your dog.

• Providing dishonest information at any point can lead to unnecessary risk. This may lead to us ceasing to offer our services if we feel there is a consistent disregard for safety advice. If so, we will issue you a written warning. Then, failure to comply will result in cessation of services without refund.

• You retain ultimate responsibility for your dog, including notifying us of any new health or behavioural concerns. While we take precautions to avoid risky situations, communicate any discomfort or potential risks during a session. You have final say over your dog’s safety and well-being.

• Scottish Dog Law dictates that as the owner of your dog, you are responsible for their behaviour (https://www.mygov.scot/controlling-your-dog), if damage or injury occurs as a result of your dog’s behaviour:

  • Outside a session: it is entirely your responsibility. Please remember you can take advantage of your remote support to check any aspect of training you are unsure of.

  • During a session: You are also responsible. However, if a significant accident occurs as a direct result of our advice, as we are supervising, and the accident occurs directly and predictably because of the advice we have given, and the below statement could not be reasonably satisfied, then we will assist you in resolving the situation however possible.

  • Please remember the essential understanding. We can only give you advice. If at any time you feel uncertain about the advice you have been given, please tell us so that clarification can be given, the situation appropriately adjusted, or different advice given.

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3. Session types (Coaching and Engagement)

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• Coaching sessions provide training directly with you and your dog, with clear goals and strategies. You’ll receive homework which is tracked in you Training Logbook, and access to remote support for follow-up questions.

• You must be over 18 years of age to engage in our Coaching sessions. 12+ years of age can attend alongside a responsible adult (18+), but the adult will be the registered client and will be responsible for the dog and junior person.

• For Engagement sessions, we work with your dog one-on-one. We’ll inform you of collection and drop-off times and provide a session summary, often with photos or videos.

• Engagement sessions are not dog walks; instead, they focus on structured training to reinforce foundational behaviours. We recommend combining Engagement and Coaching for comprehensive progress, particularly where significant progress needs to be made in a short period of time.

4. Onboarding, Booking and Scheduling

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• Following a consultation, we will invite you to create a client account on the website. This log-in gives you access to your client portal, from where sessions can be purchased, booked and managed.

• The form ‘My Dog’s Details’ must be completed in full prior to your first session. It gives us information essential to your dog’s well-being.

• On the Client Portal, you can book individual sessions or packages. We will recommend a schedule (typically 1-2 sessions per week).

• If you have any trouble booking a session, or navigating the client portal, please let us know so that we can resolve the issue.

• Payments are processed in full through the client portal before sessions are booked. We may consider payment plans on a case-by-case basis. 

• You can pay manually, or through third-party providers such as PayPal.

• Purchased sessions must be used within 6 months. Unspent session credits will be automatically removed without refund. If you believe you may not be able to spend all session credits before the 6-month cut-off, please speak with us at the earliest moment so we might be able to arrange a solution.

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5. Remote Support

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• From your first purchasing a service, to 2-weeks following your last session, you have access to remote support for questions related to training and session content. For new topics or issues outside remote support, we may recommend another session.

• You can reach us anytime via message, and we’ll respond during business hours. If you need a phone call, please arrange this in advance.

  • Please message: (+44) 07411 803506

  • Please email: contact@k9contact.co.uk

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6. Transfers, Cancellations and Refunds

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• Cancellations made 24-hours or more in advance will allow rescheduling. We do not offer refunds for last-minute cancellations except in exceptional circumstances.

• Sessions are non-transferable, unless transferring to another existing client (and dog who we’ve consulted for).

• If external factors (like poor weather) prevent a session from taking place, we’ll move it to a suitable location or reschedule.

• You may request an online session 24-hours in advance, or due to severe weather or exceptional circumstances. This can take two forms:

  • A 45-minute theory session

  • A 30-minute video review session. Here you submit up to 15-minutes of video of your training, which we then review together.

7. Safety and Emergencies

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• Our trainers are certified in Canine First Aid, and we carry necessary equipment for both dog and human first aid. In case of an emergency, please notify us immediately.

• Vet contact details are provided in onboarding through the ‘My Dog’s Details’ form. If the need arises, we will take your dog to your registered vet (where reasonable). We will instruct the vet to:

  • Perform any and all urgent care

  • Contact you (or their registered owner) to discuss further care

• You will be required to cover all vet fees, including transportation, and first-aid expenses.

• It may not be possible for us to stay with your dog or return them home from the vet. But where possible we will make reasonable accommodation for this.

• Sessions are designed to be safe, with any known risks addressed in advance. Let us know if your dog has specific behavioural issues that may require special handling.

8. Marketing and Media

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• By using our services, you accept that we may photograph, video, or otherwise record any part of the session for marketing purposes. We will where possible seek additional verbal or written consent on each occasion as a courtesy.

• If you wish to withdraw this consent, please notify us at the earliest possible time.

• If you wish for media featuring you (and to which you consent) to be erased or removed from a public space (such as the website), please contact us and we will seek to remove it within 20 working days.

• In all cases, we will refer to GDPR(UK).