Terms and conditions

1About these terms

These terms apply to everything Ems K9s provides: one-to-one training, the Reactive Dog Reset programme, online videos and post-session support. "I", "me" and "my" mean Ems K9s. "You" means the person booking, who is also responsible for anyone you ask to handle or bring your dog.

By paying a deposit, signing an agreement or booking a session, you accept these terms. If anything is unclear, ask before you book. I'd much rather answer a question than have a misunderstanding later.

2Booking and payment

Your place is confirmed once I have received your deposit and any agreement I send you. I take on a small number of dogs each month, so a place is not held until then.

The deposit amount, the full price and what it covers are confirmed with you in writing before you pay. Your deposit counts towards the total.

The balance is due in full at least 7 days before your start date, unless we agree a payment plan in writing. If a payment is late, I may move your start date to the next available slot.

A price I give you is valid for 3 months from the date I send it.

3Cancelling or rearranging a session

Please give me at least 48 hours' notice if you need to cancel or move a session. With less notice, the session fee is charged and the session is not rebooked.

If you miss a session without telling me, it counts as used. I'll always try to be flexible if something genuinely unexpected happens, but I can't promise it.

Deposits are non-refundable once your cancellation right under section 5 has ended, because I will have reserved your place and turned others away.

4If I need to cancel

If I have to cancel or move a session because I'm ill, the weather makes it unsafe, or I judge that it's not in your dog's interest to go ahead, I will offer you another date.

5Your 14-day right to cancel

If you book online, by phone or away from my premises, you have the right to cancel within 14 days of agreeing the booking, without giving a reason, under the Consumer Contracts Regulations 2013. To cancel, tell me clearly in writing (an email or message is fine).

If you ask me to start before the 14 days are up, you'll be asked to confirm that in writing. If you then cancel, you pay for the hours of training already given up to the point you told me, and for any equipment I've supplied that you don't return in good condition. Your deposit is applied first towards this total. If it doesn't cover everything, you pay the difference. If it covers more, I refund the rest within 14 days.

If you cancel before any training has started, I refund your deposit in full within 14 days.

6Tell me about your dog

Training only works safely if I know the whole picture. Before your first session, please tell me about any bites or attempted bites, aggression, known triggers, any police or court involvement, health problems, medication and any muzzle training.

Tell me promptly if anything changes, including any new incident. If information is missed or is not accurate, I'm not responsible for harm that follows from it. If I have to stop training because of it, no refund is due for sessions not completed.

I may ask you to use a well-fitted basket muzzle during sessions where I judge it necessary for everyone's safety.

7Health, vaccinations and parasites

Your dog must be up to date with vaccinations and parasite treatment, and I may ask to see proof. If you've chosen not to vaccinate, you accept the added risk.

I take sensible precautions, but I can't remove the risk of illness at shared venues or from shared equipment. Please tell me if your dog is unwell, has been in contact with a contagious illness, is in season, or has dietary needs.

8Equipment

Bring a secure, well-fitting collar or harness and a lead in good condition. I'll explain any other equipment I recommend and how to use it.

I'm responsible for faults in equipment I supply. Equipment you bring is your responsibility.

9Safety during sessions

Please follow my instructions and keep your dog on lead and under control unless I tell you otherwise. You remain responsible for your dog at all times, including during sessions.

Children under 18 must be supervised by an adult. I may ask that children don't attend a session with a reactive dog.

Please don't let your dog greet other dogs or people unless I've said it's fine. Tell me about any injury, however small, before you leave the session.

10Risk

Working with reactive or anxious dogs carries some risk, such as bites, scratches, trips and falls. I work to reduce that risk, but it can't be removed completely. By booking, you accept this for yourself, your dog and anyone you bring. Anyone who joins a session does so at their own risk.

Sessions may involve other dogs, including my own, with sensible precautions in place. By booking, you agree to this.

11Results

Every dog is different, and progress depends on the work you put in between sessions. I'll give you my honest best, but I can't promise a specific result or timescale.

12Your responsibility for your dog

You are legally responsible for your dog's behaviour. You agree to cover me for any claim, loss or damage caused by your dog, or by information you did not give me, except where it is caused by my own negligence.

13Liability

Nothing in these terms limits my liability for death or personal injury caused by my negligence, for fraud, or for anything else the law doesn't allow me to limit. Your legal rights as a consumer are not affected.

Otherwise, I'm only responsible for losses that were reasonably foreseeable and caused by my negligence or by breaking these terms. My total liability for any one booking is limited to the fees you paid for it. I'm not responsible for anything your dog does outside our sessions.

14Insurance

I hold public liability insurance. I recommend that you also have third-party liability cover for your dog, and vet fee cover, as I can't be responsible for your dog's vet bills.

15Photos and video

I take photos and video during sessions to track your dog's progress and keep training records. This is part of how I work, and I keep them privately for my own records.

By booking, you agree that I may also share them on my website and social media. If you'd rather I didn't, just tell me. You can say so at any session, when you book, or in writing, and I won't publish them. If something has already been posted, I'll take it down when you ask.

Please don't record sessions without asking me first.

16Your information

When you contact me through the website or book a session, I collect your name, email, phone number and details about your dog. I use them to reply to you, to arrange and deliver training, to keep records and, as explained below, to send you emails about my services. I never sell your information.

I handle your information in line with UK GDPR. I may share it where it is needed in an emergency (for example with a vet) or where the law requires. You can ask to see, correct or delete your information at any time by emailing me. For the full details, see my full privacy policy.

I may use your email address to send you updates and offers about my services. You can opt out at any time by clicking “unsubscribe” in any of those emails.

17Videos and training materials

Online videos, guides and other materials are for you and your household only. Please don't copy, share or sell them.

18Support between sessions

Check-ins and message support are there to help you stay on track. I'll reply as soon as I can during normal working hours, but support is not an emergency service. If your dog is unwell or injured, contact your vet.

19General

If any part of these terms can't be enforced, the rest still applies. I may update these terms from time to time, but the version you agreed when you booked is the one that applies to your booking.

These terms are governed by the law of England and Wales.