TERMS AND CONDITIONS OF SERVICE (SEPARATION ANXIETY PACKAGE)
It is important you read through this document carefully and are happy to agree to be bound by the terms and conditions set out below. Please note that payment for services and participation in video calls, online and Whatsapp work with me imply full agreement with these terms and conditions. If you have any comments or questions, contact us on enquiries@edinburghdogbehaviour prior to making a booking.
Training Methods
All of the methods and techniques I use and recommend are based on up to date science and best practice. I make a considerable investment every year into continuing my professional development with many of the world’s leading behaviourists and trainers.
Since knowledge changes over time and new scientific discoveries are being made, recommended techniques are likely to change over time. I will also select and recommend methods and approaches that are appropriate for your dog based on your current situation. Therefore, there will be natural differences in what each client receives as part of their programme, including management advice, number and type of training exercises given and the “target” times for absences during training.
All methods recommended are fair, kind and where possible reward based (the nature of SA means that rewards are not always helpful, but I will never recommend something that will cause pain, panic, fear or physical harm to your dog). I will be requesting that you always aim to work below your dog’s reactivity threshold, both to protect welfare, but also because it is the most effective way to bring about a change in how your dog feels about being alone.
Harsh handling, use of physical force and the use of aversive or punishment-based techniques will never be advised and are not useful in any type of training. Such methods can however be particularly detrimental to dogs suffering from separation anxiety. This includes the use of equipment such as shock collars/ e-collars, spray collars, sonic collars or other equipment designed to reduce a behaviour by punishment. If you are currently relying on the use of such equipment to manage your dog at any time please make this known at your initial consult so that we can find a better alternative.
Engagement and Commitment
The one month package is designed to teach you how to manage and modify your dog’s separation anxiety and to show you that within one month you can bring about a positive change in your dog’s behaviour and outlook. Separation anxiety takes time and commitment to treat and I make no claim whatsoever that your dog’s separation anxiety fill be fixed in one month.
I do however believe in the methods I teach and I guarantee that in one month we will make progress both in your dog’s behaviour and most importantly your understanding of your dog’s behaviour and how to continue helping and guiding them.
Progress looks different for each dog, and I will endeavour at every stage in the programme to realistically guide your expectations of what your dog can achieve.
By working with me, you are agreeing to:
- Engage fully with the programme to the best of your ability and understand that bringing about behaviour change involves commitment and consistency.
- Ask for clarification if anything is unclear.
- Have an open mind about potential solutions and strategies.
- Try your best to ensure everyone who is regularly involved with your dog understands their role in the training programme and can assist where reasonable/ practicable.
- Avoid introducing alternative or additional training methods (for example ideas seen on T.V., advice given by friends or seeking advice from other trainers) for the duration of the programme to prevent confusion and conflict which may reduce the efficacy of the programme.
- Be open and honest when providing information, and when communicating your thoughts and feelings about our training. Everything you have to say is valid and will allow me to find the best route for you and your dog.
Payments, Refunds and Cancellations
Full payment is required at the time of booking your package in order to confirm your initial appointment and 1 month package.
If you need to cancel or rearrange an appointment please let us know as soon as possible. If you have yet to begin your package (i.e. you are yet to participate in the initial consult), cancellations of the full package received over 48 hours before your initial appointment will be eligible for a full refund, minus administration costs. Cancellations received within 48 hours of your initial appointment will be eligible for a refund minus the cost of the initial consult slot, which is £90 (therefore you will receive a refund of £300).
If you are not able to make an initial or follow up appointment for any reason, please let us know as soon as possible so that alternative appointments may be offered. We will always make the greatest effort to offer alternatives however at busy times this cannot be guaranteed and failure to keep the appointment may result in this part of your package being lost. Such appointments are considered forfeited by yourself and are not eligible for a refund.
On rare occasions, due to illness, emergency or unexpected events such as power cut, internet failure or other technical difficulties, it may be necessary for us to request a session to be rearranged to an alternative date and/ or time. We understand how disappointing and disruptive this may be so it will only ever occur in the event it is absolutely necessary; however we reserve the right to cancel or rearrange sessions at any time. In such an event you will be offered an alternative appointment, or if this is not possible then a refund for the part of the package that has been cancelled.
Due to bank and processing times, please allow up to 10 working days for any refunds to appear in your account.
Money back guarantee
I am so confident that my programme will help you and your dog, that I am happy to offer a money back guarantee. If at the end of your month and after fully engaging with the programme you do not feel the programme has helped your situation, you are eligible for a full refund of the package price.
Your package runs for 30 days from the date of the initial consult, and to be eligible for a refund requests must be received in writing to enquiries@edinburghdogbehaviour.com within 7 days of the final day of your initial package.
Refunds are not available to those who have missed appointments or failed to complete a minimum of 12 exercises during the one month period. Changing your mind about participation in the programme does not constitute a valid reason to request a refund.
The money back guarantee is offered only on your first month’s programme. Additional ad lib sessions/ follow on months are not eligible for the money back guarantee.
Due to bank and processing times, please allow up to 10 working days for any refunds to appear in your account.
Marketing/ Privacy Policy
At Edinburgh Dog Behaviour we store the information you have provided in our contact and booking forms and will only ever use it to contact you in relation to the service you have purchased. We never pass on your personal information to any third parties or affiliates without your express prior and written consent, and only when we believe that passing on such information would be of benefit in your dog’s treatment (for example if you ask us to liaise with your veterinary surgeon).
The information on your contact/ booking form will be used in the following ways:
- To contact you when discussing or arranging the services you have paid for. This includes video chats and the use of your phone number to create a Whatsapp support chat between yourself and River.
- To email you with information relevant to joining Zoom video chats or accessing follow up notes, exercises and handouts.
- To gather information about your dog and as a basis for further enquiries during our video chats.
- To call you in the unlikely event that we need to cancel or rearrange a session at short notice.
We will retain your information for two years from the date of completion of the contact/ booking forms, after which time it will be securely deleted. You have the right at any time to request a copy of all the information held on you and/ or to request the deletion of your information from our records. You can do so by putting your request in writing to enquiries@edinburghdogbehaviour.com.
All personal data is stored in accordance with the Data Protection Act 1998 and we have put in place suitable physical and electronic procedures to ensure your data is kept safe. However, sending information through the internet is never guaranteed to be secure and is done so at your own risk.
Please note that payments are processed though Stripe and bookings are handled by Acuity Scheduling, please click here to read Stripe’s privacy policy and here to read Acuity’s privacy policy.
Edinburgh Dog Behaviour reserves the right to change our Terms & Conditions / Privacy Policy as and when we deem necessary and in line with changes to legislative frameworks. Any changes will be posted on the website and you are deemed to have accepted the new terms on your first use of the website after the changes.
Disclaimer
By enrolling on any of our programmes including in person training, remote training and online packages, you indicate that you are aware that any attempt to modify behaviour poses a risk of injury to yourself and other individuals in your household or who play a role in the day to day care of your dog.
Due to the nature of SA treatment techniques, we aim to keep your dog clam and as relaxed as possible at all times therefore minimising risk.
If any technique is proposed that you have reason to believe might be problematic to your dog and may cause them stress, frustration or trigger an additional behaviour problem you have knowledge of you must make this known immediately so that alternative techniques can be found.
As the person responsible for your dog and their training programme, you are to ensure that necessary steps are taken at all times to prevent injury, including avoidance of situations that might trigger an aggressive behaviour.
By booking and participating in any service or package provided by Edinburgh Dog Behaviour you agree to indemnify and hold unaccountable Edinburgh Dog Behaviour and it’s representatives against any and all losses, liabilities, judgments and costs (including legal fees and expenses) arising out of, or related to, any claim of injury to persons or property of any kind, whether before, during or after the consultation and when implementing suggested techniques with your dog.
