Booking Terms & Conditions

Terms & Conditions for Dog Behaviour Consultancy Services

Please read our terms carefully. In proceeding to use our services you are accepting our terms in full without variation.

1. Services

1.1 All services are provided by Amy Lacey, trading as Wild K9s at Bramble Cottage, Gorley Road, Ringwood, Hampshire (“the Company”, “We”, or “Us”).

1.2 Any references within these terms to “you” or “the Customer” mean the person purchasing the services as named on the invoice. By making a booking, you are accepting these terms in full.

1.3 Following an enquiry, you will be offered a free Discovery Call (online or by phone) to discuss your dog(s), your goals, and which programme may be most suitable.

1.4 Prior to the Initial Consultation, you will be asked to complete pre-consultation questionnaires and may be asked to provide short video footage to support assessment. This ensures the consultation is tailored to your dog’s needs.

1.5 All Initial Consultations are delivered online via Zoom, are approximately 2 hours in duration, and include a personalised written behaviour plan provided by email within around 10 working days of the consultation. Follow-up sessions are 60 minutes unless otherwise agreed in advance.

1.6 Where you are purchasing a programme (Foundations, Thrive, or Puppy FUNdamentals), the number and duration of sessions are fixed as part of that programme. Sessions must be used within the programme’s support window (8 weeks for Foundations, 16 weeks for Thrive, 6 weeks for Puppy FUNdamentals, 3 months for Extra Support).

1.7 A booking can only be confirmed once we receive the completed booking form and any required pre-consultation questionnaires. Confirmation will be sent via email.

2. Payments & Pricing

2.1 Our prices are as advertised on our website. Services are delivered as part of defined programmes (Foundations, Thrive, Puppy FUNdamentals, or Extra Support). Standalone follow-up consultations may also be purchased.

2.2 Quotes may be higher or lower for certain clients depending on factors such as location, complexity of the case, or the specific arrangements required. Any variations will be agreed with you before a booking is confirmed.

2.3 Payment is required in advance to secure your programme booking. Payment may be made directly through our website or via bank transfer. Where a payment plan is agreed, instalments must be paid on or before the dates specified. Failure to make payment will result in sessions being placed on hold until full payment is received.

2.4 Where a programme of sessions is purchased, all sessions must be used within the stated support window:

8 weeks for the Foundations Programme
16 weeks for the Thrive Programme
6 weeks for the Puppy FUNdamentals Programme
3 months for the Extra Support Bundle

Any sessions not used within the timeframe will expire and are non-refundable.

2.5 Amy Lacey is a certified member of International Canine Behaviourists and a full member of the Pet Professional Guild. If your dog(s) is insured, you may be able to recover the cost of your programme from your insurer. It is your responsibility to check this with your insurance company before booking. At all times you remain liable for all fees incurred.

3. Weather Policy, Alterations to Bookings & Cancellations

3.1 The Initial Consultation is delivered online via Zoom, so it is not affected by weather. Follow-up sessions may be held either online or in person. Where in-person sessions are planned, please ensure you wear suitable clothing and footwear for outdoor work.

3.2 In the event of severe weather or other unforeseen circumstances, we may need to reschedule an in-person session. We will use professional judgement and prioritise the welfare and safety of your dog(s) when making this decision. You will be notified as soon as possible and the session will be rearranged at no extra cost.

3.3 Should we need to reschedule a session for any reason, we will provide you with as much notice as possible.

3.4 If you need to postpone a session (including if your dog is unwell), at least 48 hours’ written notice is required. If less than 48 hours’ notice is given, the session will be forfeited and cannot be rescheduled.

3.5 Sessions rely on a calm and structured approach. If you are more than 10 minutes late, it may not be in the best interests of your dog to continue. Where possible, we will adjust the session time, but if this is not feasible the session will be forfeited.

3.6 Refunds are only available in accordance with Clause 5. Termination or cancellation of a programme can only take place in the limited circumstances set out in Clause 10.

3.7 We will follow all government guidelines and safety recommendations, including guidance on isolation and quarantine. Where in-person sessions cannot be delivered, they may be replaced with online sessions where appropriate. Any changes will be confirmed with you in writing as soon as possible.

4. The Health of Your Dog(s) & Welfare Policy

4.1 Just like you, we are passionate about the correct treatment of animals. When delivering our services we are keen to ensure that we always put animal welfare at the forefront of everything that we do.

4.2 We do not endorse, nor do we utilise, the use of prong collars, e-collars, choke/check chains, slip leads or any aversive equipment. Any breach of our Welfare Standards may result in the withdrawal of our services to you and your forfeit of any payments already made.

4.3 Our training and handling methods are kind and humane. Should we see any conduct or treatment which does not align with our approach we will terminate the delivery of our services immediately, with forfeit of any payments already made.

4.4 We recommend that your dog(s) is seen routinely by a veterinary professional. It is your responsibility to ensure that your dog(s) is up to date with any vaccinations, worming and other necessary treatments, particularly as some sessions may involve your dog(s) coming into contact with other dogs.

4.5 Human safety is just as important to us as that of your dog(s). Please ensure that during all sessions any young children have alternative adult supervision so that you and your dog(s) can focus on the session.

4.6 In order to get our relationship with your canine off on the best foot, please ensure that we can meet them for the session in a controlled manner and not at the front door. For online sessions, you are responsible for ensuring a safe environment in your home and for managing your dog during the session. If you are aware of any behaviour within your dog(s), e.g. a history of aggression or any behavioural concerns, then please let us know. We appreciate that it may be difficult to share this information, but it helps to support the safety of everyone involved.

5. Complaints & Refunds

5.1 We are committed to providing you with a high-quality service. Should there be any cause for complaint in relation to any aspect of our service please contact Amy Lacey at amy@wildk9s.co.uk. We agree to investigate your complaint carefully and promptly and take reasonable steps to resolve it.

5.2 Should you change your mind within the first 14 days following your booking, you shall be provided with a refund in full, subject to the services not already having been delivered. If part of a programme has already been delivered, then a refund will be provided pro-rata in accordance with the number of sessions delivered and the time dedicated to the planning and preparation of your programme.

5.3 If a refund is requested after 14 days following the date of the booking, no refund will be provided. This includes circumstances where: you have rehomed your dog(s), your dog(s) has passed away or is ill, you cannot attend a session and you have not provided the necessary notice to postpone, or you have changed your mind.

5.4 Where a payment plan has been agreed, instalments must be paid in full as scheduled. Failure to complete payment will result in termination of the programme, and no refund will be issued for amounts already paid.

5.5 All refunds will be provided in accordance with your statutory rights.

6. Liabilities & Limitations

6.1 At all times during the session, whether online or in person, your dog(s) remain your sole responsibility, even where the behaviourist is working alongside you.

6.2 We will not take responsibility for any loss or damage caused by your dog(s). We accept no liability for any loss, injury, or damage to any person or property caused by you or your dog(s).

6.3 We do not accept liability if it is not possible to attend or deliver a session due to adverse weather, road conditions, illness, bereavement, or other circumstances beyond our control. In such cases, we will keep you informed and reschedule the session as soon as possible.

6.4 We make no guarantees or claims as to your or your dog’s success, as outcomes depend on multiple factors including genetics, health, environment, and consistency of training. Each dog is unique, and progress is made at different rates.

6.5 We are not responsible for any action or inaction you take as a result of the information provided within the session(s). It is your responsibility to follow the guidance consistently and to manage safety appropriately.

6.6 No content in the session(s) should be construed as veterinary or nutritional therapeutic advice. If you believe that your dog requires veterinary care, you must seek assistance from a veterinary professional immediately.

6.7 Any testimonials used within our marketing are provided freely and independently but are illustrative only. We cannot guarantee results as to outcome or timescales.

6.8 Nothing in these terms shall limit or exclude our liability for fraudulent misrepresentation, death, or personal injury resulting from our negligence, or any other liability which cannot be limited or excluded by law.

7. Data Protection & Confidentiality

7.1 We are committed to protecting your data. Our privacy statement is available here

7.2 We do not share with anyone else the specifics of the services provided to you as these have been designed for you and your dog(s) alone. We commit to adhere to professional standards of confidentiality.

8. Intellectual Property

8.1 From time to time, we may share with you written resources such as workbooks, guidance materials, game cards, or video content. All intellectual property created by us remains our property. You are not permitted to duplicate, reproduce, distribute, translate, or share copies with third parties without our prior written consent.

8.2 During sessions, we may take photographs or short video clips of you and your dog(s) for training purposes. With your consent, these may also be used for social media, online training materials, or other promotional resources. If you do not wish for images or video footage to be used beyond training purposes, you must notify us in writing by email before or during the session. Your preferences will be respected, and any identifiable material will be excluded from public or promotional use.

8.3 Where you provide us with a testimonial, you are providing consent for us to use it in our marketing. No fee or compensation will be provided. If you choose to provide an image with your testimonial, you confirm that it is free of copyright restrictions and grant us full rights to use it in connection with your testimonial.

9. Insurance

9.1 We hold full professional indemnity and public liability insurance covering the services we provide. Our insurance policy is taken out with a reputable insurer and reviewed annually to ensure ongoing cover.

10. Termination

10.1 We reserve the right to terminate the services provided to you at our sole discretion. Grounds for termination include, but are not limited, to:

10.1.1 Your failure to adhere to the Welfare Standards set out above;
10.1.2 Any behaviour by you which we deem detrimental to the delivery of the programme.

10.2 In the event of termination, no refund will be provided for any services previously provided to you, subject to your statutory rights set out below.

11. Third Party Rights & Applicable Law

11.1 No person other than the person provided with a copy of these terms shall be deemed to have the benefit of the services or have any rights to enforce or rely on any of the terms.

11.2 These terms are our standard terms and conditions of business and shall at all times be construed in accordance with the laws of England & Wales.

11.3 In the event of any dispute, controversy, or claim arising out of or in connection with this agreement, including any question regarding its existence, validity, or termination, the parties agree to first attempt to resolve the matter amicably through good-faith negotiations. If the dispute cannot be resolved through negotiation within 30 days of one party notifying the other of the dispute, the matter shall be referred to arbitration in accordance with the Arbitration Act 1996. The arbitration shall be conducted by a sole arbitrator appointed by agreement between the parties or, failing agreement, by the President of the Chartered Institute of Arbitrators.

The seat of the arbitration shall be England, the language of the arbitration shall be English, and the decision of the arbitrator shall be final and binding. The parties agree that arbitration shall be the exclusive remedy for resolving disputes, save that either party may seek interim or injunctive relief from the courts of England and Wales where necessary to protect their rights.

11.4 Subject to the provisions of the arbitration clause, the English courts shall have exclusive jurisdiction in relation to any claim or dispute arising out of this agreement or any matter arising from it. However, the parties agree that all disputes shall first be referred to arbitration in accordance with 11.3 before any recourse to the courts, except in cases where interim or injunctive relief is sought, or for the enforcement of an arbitral award.

12. Online Session Safety & Liability

12.1 Just as in our face-to-face work, your dog’s welfare and safety are at the heart of our online consultations. Because we are not physically present, it is essential that you take extra care in managing your environment and your dog(s) during sessions.

12.2 If at any point your dog(s) becomes agitated, distressed, or shows aggression, please pause immediately and move to a safe space. We will adapt the session to ensure your dog feels supported and no one is placed at risk.

12.3 Please make sure the space you use for online sessions is safe and secure – for example, doors and gates closed, and your dog(s) having access to a resting area, toys, or long lines where appropriate. A calm and prepared environment helps your dog succeed.

12.4 As set out in Section 6, responsibility for handling and managing your dog(s) rests with you. In online sessions this responsibility is especially important, as we are unable to intervene physically should difficulties arise.

12.5 If an incident occurs, such as injury to a person or pet, you should seek immediate veterinary or medical attention and then inform us so we can guide you on the best way forward.

12.6 Some behaviours cannot always be managed safely online. If we feel that an in-person referral is more appropriate, we will discuss this with you openly.

12.7 Our online consultations are designed to provide kind, humane, and effective behavioural support. They do not replace veterinary diagnosis or treatment. If you are concerned about your dog’s health, you must seek veterinary advice alongside our work.