Terms & Conditions
Terms & Conditions
Most recent Amendment: 12/06/2026
Introduction of terms for our Behaviour Programmes, including remote consultation services. Updates to payment, membership and refund terms to reflect our current services and pricing structure.
Prior Amendment: 17/10/2024
Introduction of terms for our membership page.
Prior Amendment: 23/06/2024
Amendment to our cancellation policy from 3 days to 7 days. Amendment to cancellation fees on a per trainer basis.
Prior Amendment: 12/11/2023
Addition of terms and conditions for access to the online members portal, including Refunds and Cancellations terms.
Prior Amendment: 15/03/2023
Updates to refund policy for new discount package options. Refunds, Amendments & Cancellations, Section C.
Our Services
Behaviour Rehabilitation
Our Behaviour Rehabilitation service is a one-to-one behavioural assessment and training service, in which we will first provide a clear evaluation of your dog and the cause of their behaviour, and secondly work with you practically in an advisory and educational capacity to introduce the tools, techniques and exercises we recommend to resolve your dog's behaviour. We will work with you and your dog over a set period of time, in exchange for a fixed fee at the agreed cost as stated when booking your session.
Behaviour Programmes
Our programmes — including the Complete Support Programme and the Separation Anxiety Programme — are fixed-price courses of behavioural work, taking your case from initial assessment through to the programme's stated goal. Programmes combine consultations, practical guidance, and membership benefits as described on the relevant programme page at the time of purchase. Programmes are governed by the Behaviour Programmes section of these terms.
Remote Consultations
We deliver consultations by video call, phone call, and WhatsApp. For some services, including the Separation Anxiety Programme, remote consultation is the primary method of delivery, supported by in-person work where we judge it necessary.
Online Membership
Our Membership service is an online portal providing streamable video content, downloadable PDF documents, and other digital learning content. Membership also offers discounts on our one-to-one behaviour rehabilitation services.
Dog Behaviour
a) Behavioural Change
Whilst we will make every effort to assist you towards lasting, demonstrable change to your dog's behaviour, we do not guarantee that this will be the case, and this is not a part of our agreement with you. Dogs are living creatures whose behaviours naturally change as a result of their environment, and those who take care of them. Many behavioural issues in domestic dogs are closely linked to the behaviours of the owner. In the same way, lasting behavioural change in a dog is closely related to the extent to which an owner is able to put practical changes to their own behaviour and routines in place. We do not take responsibility for any behavioural changes or lack thereof that occur outside of our time spent with you, where we are not present to witness or influence these behaviours.
b) Dogs as Unique Individuals
Any advice, techniques or methodologies we share with you are specific to the dog we are working with, and should not be used on any other dog unless discussed. Dogs are unique individuals, and advice, techniques or methodologies we suggest for one dog may not be applicable for another. Any advice, techniques or methodologies we share are based on the assumption that the information you have provided to us about your dog's history, health and medical condition is accurate, and that you have taken the appropriate time to confirm with a veterinary specialist that there are no medical issues that may be impacting your dog's behaviour. We do not take any responsibility for any impact of our advice, techniques or methodologies on medical conditions of which we were not made fully aware before offering our services.
c) Dogs as Sentient Beings
In working with you and your dog, we are engaging in practical activities that expose your dog to a range of sensory stimuli in the natural environment, and stimuli of psychological significance to the behavioural issues your dog is facing. Dogs as sentient beings have the ability to experience and express, amongst many other emotions, pain or discomfort, fear and anxiety, as well as frustration and aggression — herein referred to as 'stress'.
We adopt a practice of limited exposure, which means that whilst every effort and consideration is made to keep stress through exposure to a minimum, you will be working practically with your dog in real world environments, where you and your dog will be alongside other people and dogs, cars, and other stressor stimuli. At any time when your dog is exposed to stress, our role as a behaviourist is to work practically with you through these experiences, to ensure a positive psychological outcome for your dog — not to avoid them entirely. Due to the nature of working with sentient animals, we cannot guarantee that your dog will not be exposed to stress, as this is often an essential part of the process of overcoming these stressors. We will however always act for the long term psychological health and welfare of your dog.
Our Responsibilities
Under the Dangerous Dogs Act (1991), we present ourselves as 'fit and proper' persons within the industry of dog behaviour, and as such are required to take responsibility for the behaviour of your dog, and ensure it remains under control at all times whilst you are in our company. This means that in any event that your dog presents a danger to itself or to others, we maintain the right to take any and all actions we deem necessary to maintain a safe environment for all dogs and persons involved, without prior warning at that given time. We will act quickly and effectively, with the aim of preventing or reducing any danger, harm or discomfort to all involved parties. We maintain this right specifically and exclusively during any time we spend with you face to face. This right and responsibility does not extend to your dog's behaviour in scenarios where we are not present to assist you.
Appointment Times
At The Dog's Way, we offer appointments on site in our enclosed paddocks at Underhill Farm, as well as travelling appointments whereby we will travel to your home address or another location. If you are travelling to Underhill Farm, please try to make sure that you arrive on time for your appointment. Whilst we do factor in extra time for delays, and will do everything we can to ensure you receive your full appointment time if you are held up, this may not always be possible if you are significantly delayed and another client has a session directly after yours. Full directions to the farm are accessible from the Contact & Directions page on our site, and from your email confirmation and reminders.
When travelling to you, our aim is always to arrive at your booking time, and we will always contact you before setting off for your appointment with an ETA — regardless of whether we are anticipating a delay. Delays do sometimes occur, particularly during the winter months. These delays are normally no more than 10 minutes except in rare circumstances. In these instances, we will always give you and your dog the full time you need for your session, and will keep you updated on our arrival time beforehand. Delays are an inevitable part of the service we offer, so please try to ensure that you have extra time free beyond your scheduled appointment.
Payment
a) Payment for your session or programme is always required at the time of booking or purchase. The cost for each session and programme is clearly listed at the time of booking, excluding any other offers, discounts, group pricing or promotions. Payment can be made by credit or debit card, using the integrated payment system provided by Stripe. You can learn more about Stripe at www.stripe.com. Any payments made to us will show on your bank account as THE DOG'S WAY LTD. An automatic confirmation email will be sent on completion of your booking, and receipts can be provided on request. We do not accept cash payments.
b) Payment for the Online Portal is required prior to access being provided. As a digital product, you will be required to hold a Squarespace account in order to access the online portal. Access is provided instantly on receipt of payment, by way of a confirmation email, or by logging in to the members page.
Membership
Members Calls
Free phone calls are offered as part of membership for all members with call access, including Lifetime Members and members whose membership is included within a Behaviour Programme. Members with call access can book unlimited free phone calls, subject to a fair use policy — which in this case is defined as the ability to book calls without limitation, based on the availability at any given point in time on our call booking system. Calls are offered exclusively through this booking system, which means that whilst all members have access to book calls, available times will be defined by the availability that we set, and by the number of other customers who have also booked free phone calls. We reserve the right not to offer phone calls outside of our pre-programmed availability, and we reserve the right to adjust call availability at any time to suit the demands of the business. We reserve the right to cancel individual call bookings in situations where any individual customer is booking calls in a manner which we deem excessive.
Downloadable Booklets
We offer a library of downloadable booklets which are available through our members portal. These can be purchased at any time at the price listed on the website, including when the price listed is £0.00. A download link for PDF booklets will be supplied on completion of purchase, which will expire 24 hours after your first download. Booklets available on the store may be removed or updated at any time, and it is our customers' responsibility to manage the storage of their digital downloads. Booklets are available for personal, individual use only, and are not available for redistribution. We do not give our members the right to share or redistribute digital booklets. All digital booklets remain the intellectual property of The Dog's Way Ltd.
Digital Video Library
Our members portal contains our library of online videos, available for personal use to be streamed online. Videos are not available for download, and we do not give our members the right to share or redistribute our video material. All videos remain the intellectual property of The Dog's Way Ltd.
Behaviour Programmes — Terms
a) Scope and Goal
Each programme is purchased at a single fixed price, covering the work required to take your case from assessment to the programme's stated goal. For the Separation Anxiety Programme, that goal is a dog that can be left at home, settled and relaxed, for a meaningful period — typically around two hours. As set out in Dog Behaviour, Section A, we cannot guarantee behavioural outcomes; the programme's goal describes the endpoint we work towards and the point at which the programme is complete.
b) Your Part in the Work
Behavioural programmes work through you. The exercises, routines and changes we prescribe must be carried out by you between consultations — this is not an optional extra, it is the mechanism by which your dog's behaviour changes. Where the work we prescribe is consistently not being carried out, the programme cannot progress, and we reserve the right to pause or conclude the programme on that basis. We will always raise this with you directly, and give you fair opportunity to get back on track before doing so.
c) Consultations
Programmes include regular one-to-one consultations — typically weekly during the early stages, reducing in frequency as your dog progresses. Consultation frequency and scheduling are set by us, by arrangement with you, according to the needs of the case and the availability of the practice. Consultations are a means of progressing the programme, not an open-ended entitlement to our time.
d) Home Visits
Where we judge that your dog's case requires in-person work, home visits are included in your programme at no additional cost. The need for, number, and timing of home visits is a matter of our professional judgment, made case by case — in the same way a doctor prescribes treatment. Home visits are prescribed by us; they are not a fixed entitlement of the programme.
e) Duration
Every dog progresses at their own pace. Most programmes reach their goal within around three months; some take longer. The price does not change with duration. Equally, a programme is a continuous course of work, not an indefinite commitment: where a case has been inactive for 60 days or more without agreed arrangement, we reserve the right to treat the programme as concluded.
f) Membership
Programmes include Lifetime Membership of The Dog's Way, granted on purchase. Membership benefits are governed by the Membership section of these terms. As membership and its digital content are provided immediately, the membership element of a programme is non-refundable once accessed.
g) Refunds
If you cancel a programme before any work has begun, we will refund you in full. If you cancel after work has begun, we will refund on a pro-rata basis: consultations and visits already delivered are charged at our standard single-session rates as published at the time of purchase, and deducted from your refund, with the membership element treated under Section F above. Once a programme has reached its stated goal, or has been concluded under Sections B or E above, no refund is due. Nothing in these terms affects your statutory rights.
h) Right to Decline
Our programmes depend on a working relationship between us, you, and your dog. We accept clients onto programmes at our discretion, and we reserve the right to decline or discontinue work where that relationship has broken down — with any refund handled under Section G above.
Refunds, Amendments & Cancellations — In Person Services
a) Refunds
As part of our agreement, you understand that we exclusively offer our time as a service. As such, we do not offer refunds for any time spent with you. As mentioned in Dog Behaviour, Section A, any changes or lack thereof to your dog's behaviour are not a part of the agreement you make with us, and as such we do not offer refunds once we have completed the full session with you as laid out in the invoice. Nothing in these terms affects your statutory rights.
b) Cancellations
We reserve the right to cancel your appointment up until 08:00am local time on the day of your appointment. Wherever possible, we endeavour to make you aware of any cancellations with as much time as possible. If for any reason we do need to cancel your appointment, you reserve the right to reschedule your appointment at the next available time within a 30 day period, or alternatively a full refund should you be unable or unwilling to find a suitable appointment time. In the event that you choose to refund your callout fee, we endeavour to do so within 3 business days.
You reserve the right to cancel your appointment without penalty up to 7 days prior to the date and time of your appointment. This can be done using the cancellation link at the bottom of your email confirmation. In this instance, we will work with you to reschedule your appointment for a time that suits you, or in the eventuality that you are unable to find a suitable appointment time within a 30 day period, we will refund any payments made to you.
In the eventuality that you contact us to cancel your appointment less than 7 days before your session, or you are not present at the address provided as the location of your appointment, and you are unable or unwilling to reschedule your appointment within a 30 day period, we reserve the right not to offer any refund in this instance. At our discretion, we may also offer a partial refund excluding a late cancellation fee equal to 25% of your session cost. In circumstances where you have booked a masterclass or referred case where multiple trainers are present, a late cancellation fee equal to 25% of your session per trainer applies. In the eventuality you cancel an appointment on more than two occasions, we reserve the right not to offer you the opportunity to reschedule your appointment again. We also reserve the right not to offer any refund in this instance.
c) Packages
Where we offer packages providing a number of sessions at a reduced cost to the standard booking price, and you subsequently choose to cancel that package — either without having booked any sessions, or having used some but not all of the sessions in your package — a refund will be offered on a pro-rata basis, excluding sessions already used. In this instance, sessions that have been used are charged at our standard published rate at the time of purchase, and this amount is deducted from your refund — as discounts offered on packages are only available for a full course of sessions.
Refunds & Cancellations — Online Membership
a) Refunds and Cancellations
As a digital product, access to our intellectual property, learning material and discounted session booking is provided immediately on receipt of payment, and as such cannot be revoked at a later point in time. By purchasing, you consent to immediate access and acknowledge that this affects your right to cancel once the content has been accessed. For this reason, refunds are not provided for access to the Membership Portal once access has been taken up. Nothing in these terms affects your statutory rights.
Use of Video Recording Equipment
We will on occasion use photo and video recording equipment to capture footage of your dog's behaviour, as well as your own — primarily for educational use during the training session. We also occasionally like to use these photos and videos for promotional purposes, on our website and social channels, subject to an opt out policy. In the eventuality that you do not wish for photo or video of either yourself or your dog to be shared, an opt out is provided when booking your session. Any photo and video recorded remains the intellectual property of The Dog's Way Ltd. If you would like to be sent a copy of any photos or video footage taken during your session, you can request these by contacting one of the team. Any participants of training sessions under the age of 18 are automatically opted out, without exception.