Updated 11th January 2024 (11.01.2024)

By purchasing any training services with Lavender Garden Animal Services ("the Trainer"), you (“the Client”) agree to be bound by these terms and conditions ("Terms"). 

Please read them carefully.

Insurance and Documentation

Lavender Garden Animal Services is fully insured by a leading pet care insurance specialist. Documentation is available upon request in advance.

Refunds and Training Materials

All refunds offered in line with the conditions below will have £25 deducted if clients have received access to training materials, irrespective of the training service type, including but not limited to handbooks, the training library, video training access, and PDF packs.

Consistent Training Commitment

To see progress with training, practice is needed regularly throughout the week. Training will not work if exercises are only practised at training sessions or if an attempt is made to move on past the stage a dog is coping at. 

If at any time it is unclear on how to implement a training plan, please contact the Trainer for advice.

Accurate Client Information

To ensure success with training and the safety of all, the Client must disclose complete and precise information about their dog’s health, behaviour, and previous training history. 

The Client agrees to inform Lavender Garden Animal Services if their dog displays any signs of illness, aggression, or any other behaviours that may impact the training sessions.

Health and Vaccinations

Clients confirm that their dogs are up-to-date with vaccinations and maintain good health. Notice of any illness or behavioural changes is required immediately.

Weather-Dependent Outdoor Training

The decision to cancel outdoor sessions due to extreme weather conditions lies solely with Lavender Garden Animal Services.

PAYMENTS & CANCELLATION

Payment Agreement

Clients are required to prepay the agreed fee for training services selected or adhere to an alternative agreed-upon payment plan.

Group Class Cancellations (Preschool / Learner Pups / Teenager Course)

Booking a group class signifies a commitment to attend all scheduled sessions. Group classes are priced based upon numbers attending, and lessons are pre planned as a structured course of lessons to suit the dogs and handlers involved.

• Full refund minus transaction fees for cancellations over 14 days in advance.

• 50% refund or the option to reschedule if cancellation notice is between 14 and 7 days.

• No refund for cancellations less than 7 days in advance or after course commencement.

Missing a class results in forfeiture of that session, with possible observation of the missed session in a subsequent course without the dog present, subject to availability and eligibility.

Lavender Garden Animal Services may on occasion postpone classes, in which case a makeup session will be scheduled.

If, after attending one or two classes, it is determined that this service is not the best fit for a dog’s needs, we will work with the Client to apply the remaining class credit to a more suitable service.

Real World Course T&Cs

Course Scheduling and Expiration

The following conditions apply to scheduling:

a. We will initiate the scheduling of the Course. If the Real World course is booked as a package with the Learner Pups and/or Preschool Course, the Trainer will contact the client by the contact details given upon booking any time from week 3 of the Learner Pups course.

Upon initiating scheduling, the Client will be presented with available dates from which they can select a preferred start date.

Transition from Learner Pups Course to Real World Course

Integration Period

Upon completion of the Learner Pups Course, there will be a learning integration period before starting the Real World Course. This period allows the newly acquired skills from the Learner Pups Course to be reinforced at home, ensuring the best chances of success in the more challenging real-world environment.

Limited Availability

The Real World Course offers a highly personalised training experience with only four available spots, compared to the six in the Learner Pups course. Admission to the Real World Course is subject to this limited availability, emphasising the importance of timely course completion and registration.

Seasonal Availability

The scheduling of Real World Course sessions varies throughout the year, influenced by weather and outdoor conditions. Consequently, course availability can fluctuate, and sessions are allocated on a 'first-come, first-served' basis among graduates of the Learner Pups Course.

By agreeing to these terms, clients understand that there may be a waiting period between completing the Learner Pups Course and commencing the Real World Course. Clients are recommended to utilise this interval to practise and perfect their training techniques in preparation for the next step in their dog's educational journey.

Communication and Response Time

To ensure prompt scheduling, the following communication terms apply:

a. We will contact the client using the contact details provided during the payment process to offer available date options for the Course.

b. It is the Client’s responsibility to respond to the Trainer’s communication within 14 days from the date of first contact attempt.

c. If the Client does not respond within the stipulated time frame or are unresponsive to our multiple attempts to contact, we reserve the right to consider the Client’s payment forfeit.

Real World Course Cancellation Policy

Cancellation by the Participant:

• Full refund minus transaction fees for cancellations over 14 days in advance.

• 50% refund or the option to reschedule if cancellation notice is between 14 and 7 days.

• No refund for cancellations less than 7 days in advance or after course commencement.

Cancellation by the Trainer:

a. The Trainer reserves the right to cancel or reschedule the Real World Course if necessary. In such cases, clients will be rebooked at the earliest convenience at no additional cost.

Real World Payment Forfeiture

If the Client fails to schedule and attend the Real World course within 6 months from the date of the payment confirmation, the Client’s payment will be forfeited. The forfeiture clause is as follows:

a. If no communication or scheduling is received within 6 months, we reserve the right to cancel the Client’s enrollment without refund.

1:1 Training Package Cancellations

There is no charge for ONE reschedule made more than 7 days in advance of the first training session, we will work with clients to find a new start date for the 1:1 training package. 

No refunds, credits, or rescheduling is possible for cancellations within 7 days before the first session unless the slot can be filled by another client on the cancellation list.

Once commenced, all 1:1 training packages are non-refundable and non-reschedulable for missed sessions, with all reserved sessions billed accordingly.

1:1 Training Packages and training sessions are non-transferrable, expire 6 months after booking, and all sales are final.

All 1:1 training packages include consecutive weekly sessions with the trainer. The full schedule will be fixed at the time of booking. 

In the event of non-attendance, the session will still be charged and the session will be forfeit. 

Any cancellations or requests to reschedule within 7 days of the session taking place will result in that session being forfeit and deducted from the 1:1 training package.

Nervous Dog Programme Cancellations

The same policies applied for 1:1 Training Packages are applicable for the Private Client Nervous Dog Training Programme.

Trainer Cancellation

In rare cases of trainer cancellation, we aim to reschedule at convenience or issue a refund for the specific session.

ADDITIONAL TERMS

Trainer Availability

Training sessions are subject to the availability of trainers. We will strive to accommodate client preferences but cannot guarantee specific time slots.

Equipment

Clients may be required to use equipment (e.g. clicker/long lead/suitable harness) recommended by the trainer. It is the client's responsibility to procure and maintain these items.

Lavender Garden Animal Services does not agree with the use of any aversive training tools such as, but not limited to, e-collars, prong collars, choke chains, or any equipment that restricts or causes pain and/or discomfort to a dog. If we see any equipment such as this on attendance to training session we will request that it be removed before any training commences. We are more than happy to discuss this with clients to aid in understanding why we disagree with their use.

Methods and Philosophy

The training methods followed by the Service Provider are modern, scientifically backed protocols. Clients must adhere to these methods to maintain the efficacy and integrity of the training process.

Children’s Safety

Children are always welcome to attend training sessions, with appropriate adult supervision. We accept no responsibility for children at training sessions and it is the responsibility of the supervising adult to ensure the children’s safety at all times. Young people under 16 must be accompanied by an adult.

Marketing / Privacy

Photographs may occasionally be taken during training sessions. Such photos may be used by Lavender Garden for the purposes of marketing. If the Client does not wish for photographs to be used or shared, please let the Trainer know. Any verbal or written feedback (e.g. by email or online reviews) may be used for marketing purposes. Only the first name of the person will be used as identification. If the Client is not happy for us to use feedback in this way, please let the Trainer know. 

We have a separate Privacy Policy available to view on our website and upon booking.

Disclaimer

We make every effort to ensure the safety of both clients and dogs during training sessions. By making a booking with us, the Client is accepting that participating in an activity with dogs, children and adults poses a risk of injury to themselves and their dog, and the Client agrees to indemnify Lavender Garden Animal Services for all personal injury and damage to property while attending training sessions. The Client agrees to assume full responsibility for any risks, injuries or damages, known or unknown, which might occur as a result of their dog attending such sessions. The Client also agrees to make any person who accompanies them to the session(s), or takes their place, aware that they are also there at their own risk. The Client understands and accepts that their dog (and their dog’s behaviour) remains entirely their responsibility at all times, whether or not in the presence of the trainer.

Amendments to Terms

We reserve the right to amend these Terms from time to time. Your continued enrollment after such changes constitutes your acceptance of the new Terms.

Governing Law

These Terms shall be governed and construed in accordance with the laws of the jurisdiction where the Trainer is located, without regard to its conflict of law provisions.

Thank you for your understanding and commitment to this policy. This helps to ensure that our time is used most efficiently, and we can help as many clients and their dogs as possible. It is also the best practice to help you reach your training goals with your dog as efficiently as possible.