Terms & Conditions

Classes

Please ensure that you familiarise yourself with these Terms and Conditions. By signing up to attend any course, workshop, class or event with Paw by Paw Training you are agreeing that you have read, understood and explicitly accepted the following Terms and Conditions. Non-compliance may result in the termination of services without refund. 

Payment

  • All classes, including rolling courses, must be paid for up front in 6-week blocks via our online booking system or bank account transfer. Cash and cheques will not be accepted. 
  • Full payment at the time of booking confirms your space on any course. 
  • All home visit sessions incur a 40p per mile fuel charge in addition to the fees for the package booked. 
Rolling Class Attendance
  •  If you are unable to attend a date in a rolling class which has been paid for, you have two opportunities per block of 6 to defer your date to the end of your 6-week block. Deferrals must be disclosed at least 48-hours prior to the class running. Deferrals disclosed after this 48-hour period are void. 
Suitability For Classes 
  • You may not knowingly book a dog that is aggressive, or highly reactive, towards other dogs or people into our classes without disclosing this to your trainer. In the event that you did knowingly book an aggressive or highly reactive dog into a class without disclosing this you may be asked to leave without offer of a refund. 
  • If you know your dog is aggressive or highly reactive or are unsure whether your dog qualifies as aggressive or highly reactive please disclose this and we will discuss and advise the most appropriate service. 
  • In the vent that a trainer believes a dog is uncomfortable in a class environment, an alternative that is more suitable for your dog will be offered. Any money paid will be placed towards this alternative service. 
  • If you knew your dog was nervous or uncomfortable in group settings and did not disclose this prior to booking then this clause is void. 

General

  • Clients must bring the items listed in their Welcome Package for their service. Inclusive of food in order to train their dog and poo bags.
  • Clients are responsible for ensuring that they are going to the right location for their services. For classes and workshops, these are listed on the website and for 121s these are agreed upon via email. If you are unsure, email your trainer at least 48 hours prior to your service commencing. Phone calls within an hour of your start time will not be answered as your trainer will either be working with other clients or travelling themselves. Directions to all venues are listed in the welcome package. 
  • Paw by Paw Training and its employees take no responsibility for any allergic reactions you or your dog has while at any Paw by Paw Training event. 
  • Paw by Paw Training endeavours to run services in a professional, organised and safe manner for all parties. Paw by Paw Training is fully insured with public liability insurance suitable for running dog training classes, one to ones, seminars, workshops and 121 sessions. Participation in any Paw by Paw Training event is entirely at the risk of the participant and their dog. Paw by Paw Training, its employees, volunteers and owners of training venues take no responsibility for injuries or losses sustained. Handlers remain responsible for their dogs at all times. Handlers are advised to take out pet insurance covering their dog in the unlikely event of injury or accident to a third party. 
  • We take no responsibility for any difficulty students have with finding any venue we work at. 
  • Paw by Paw Training reserves the right to take photographic, video and/or audio content of all Paw by Paw events. By signing up to any of our services you agree that yourself, your dog and anyone who attends the session with you consent to any photographic, video and/or audio content may be used for marketing purposes on Paw by Paw Training’s website, promotional content and/or social media accounts. 
  • Paw by Paw Training is committed to providing value for money for clients and their dogs. If what you experience falls short of your expectations please discuss this with us so we can explain our reasoning for the service provided in more depth or come to an agreeable solution for both parties. 
  • Do not allow your dog to interact with another dog or person where your service is taking place. Paw by Paw Training specialises in dogs that display aggression and some of our aggression cases are invited to attend suitable services. These dogs may need more space than others, their handlers have been advised on how to behave and you can aid this by only allowing your dog to interact with another dog when instructed to do so by a Paw by Paw Trainer. 
  • Paw by Paw Training retains the right to refuse service to any client without refund. 
  •  It is strongly recommended that dogs displaying behavioural concerns, included but not limited to stereotypical behaviours, aggression, anxious behaviour, separation anxiety, noise sensitivity and guarding are signed off by a veterinary surgeon to work with us. 121 clients attending training for these concerns will not be accepted without veterinary referral. If you request information or advice on these concerns outside of the context of a behavioural 121 session your trainer is under no obligation to give you advice as without veterinary referral it is unethical to do so. Clients may adjust their course of training to support these concerns at additional cost to reflect the quality of service provided by our behavioural packages. 
  • Paw by Paw Training takes no responsibility for welcome packages, COVID-19 guidance or any other form of email communication being caught in spam filters or junk folders as part of your email provider’s filtering settings. 
  • Paw by Paw training reserves the right to alter timing, content, date and venue of services in order to maintain the correct quality of service where it is necessary to do so for reasons beyond our control. Clients affected will be given as much notice as is possible to do so. Paw by Paw Training is not liable for any losses or expenses arising as a result of these circumstances. 
  • Paw by Paw Training remains the owner of all intellectual property in service materials. No part of these materials may be copied, recorded or reproduced without the permission of Paw by Paw Training. All content is provided for personal use only. 
Cancellations & Refunds 
  • According to the Consumer Contracts Regulations 2013, you have a legal right to change your mind about any service you purchase with Paw by Paw Training within 14 days of purchasing. Outside of this period, refunds are at the discretion of Paw by Paw Training Limited.
  • Cancellations of services after this 14-day period are subject to the following costs; fees for cancellations may within 0-7 days of the service’s start date are due in full, 50% of fees for cancellations made within 8-56 days of the service’s start date are due, if the client fails to attend their service, fees are due in full. 
  • If you are unable to attend a service prior to it commencing, refunds must be requested 14 days prior to the start date. Refunds requested 7 days before the start date are a maximum of 50% of the full price of the service. Refunds requested after the 7 day start period are at the discretion of Paw by Paw Training on the basis that your space can be filled. Extenuating circumstances may provide an exception to this rule and will be examined on a case by case basis. 
  • Paw by Paw Training has a 30 day period to process refunds. Refunds will incur a £20 administration fee. 
  • Paw by Paw Training cannot guarantee the amount of dogs in attendance for classes or workshops and refunds will not be given based on the number of dogs attending these services. 
  • In the event of an epidemic or pandemic, current clients booked in to services will not be offered refunds for any services that have been paid for. Clients will be offered the following as appropriate; to delay their course where waiting for training will not severely worsen the dog’s behaviour, to transfer from classes to a 121 package and vice versa where space is available the difference in price for each respective service will be paid for by clients where necessary, to move to an alternative course where appropriate for the dog in question any possible difference in price will be paid for by clients where appropriate, to move to an online learning platform. 
  • We strive not to cancel or postpone services, however sometimes weather or illness dictates that this is necessary. In the event that a service has to be cancelled or postponed, clients will be contacted via email or phone. We aim to inform clients at least one hour in advance where possible, however this may not always be so. Clients are advised to check their emails before leaving to attend any service. 
  • In the event that an instructor has to cancel or postpone a service, a make-up date, refund, or alternative service of similar value will be offered or a credit note will be issued. Any of these alternatives is valid for 18 months from the date of the service cancelled. 
  • In the event that a client is unable to attend a date in Reactive Rovers, Puppy Class or Life Skills course that has been paid for Paw by Paw Training is under no obligation to offer a refund, alternative date, or alternative service of similar value. Instructors will do their best to provide a catch up either before or after your class, however this will not always be possible. If you need to make a last-minute cancellation, an email letting us know is sufficient. 
  • In the event that you need to cancel last minute, please do not call as instructors are often teaching for a number of hours in a row which may interrupt the flow of another service. An email to [email protected] is sufficient, please include your name, your dog’s name and the service you are due to attend in this email. 
  • All cancellation and refund requests must be made via email to [email protected]
  • Discounts are offered to those in the emergency services and those who work in rescue. Please send photographic evidence of your employment status when enquiring about our services. 
Control of Dogs 
  • Dogs must be kept under control at all times. Dogs not actively being worked must either be in a car (provided this is safe given the ambient temperature), in a crate or on a lead which is held by their handler. 
  • Dogs are not allowed off lead unless explicitly instructed by the instructor for a training exercise. 
  • Handlers must clean up after their dog. If you are caught short without a poo bag, please inform your instructor immediately. 
Service Transers 
  • Requests to transfer to an alternative course or date must be made via email to [email protected]
  • Requests to transfer to any service must be made up to 7 days prior to the service commencing. 
  • Transfers are subject to availability and it is not the responsibility of Paw by Paw Training to ensure that alternative dates are available. 
  • Transfers can only be made to other dates currently available on the Paw by Paw Training website. 
  • Bookings can only be transferred on one occasion. Subsequent requests for transfers will be treated as cancellations. 
  • Transfers from one service to another are entirely at the discretion of Paw by Paw Training on a case by case basis. 

Webinars & Online Courses

  • Webinars are online courses are to be viewed by the purchasing customer only and must not be shared with any third parties. 

121 Packages

  • Payment 
  •  Full payment for all packages must be sent via bank account transfer upon confirmation of your first appointment as in the diary. 
  • You have 48 hours from confirmation of your first appointment as in the diary to transfer the full payment for your package. It is your responsibility to ensure payment is sent within this time frame. If payment is not received in this time frame, your appointments are considered cancelled, and you will have to restart the booking process. 
  • Payment plans are not offered. 

Transfers, Cancellations, Rescheduling & Refunds

  • 121 sessions are non-transferrable to other clients or dogs. Monies paid towards 121 packages may be transferred to alternative services offered by Paw by Paw Training for the same dog(s) the package was booked for. 
  • Your trainer may cancel in the event of inclement weather where safety is compromised (such as wet grass producing a slip risk and heat over 25 degrees). Unless your trainer contacts you to reschedule your session please assume that your session is going ahead. 
  • According to the Consumer Contracts Regulations 2013 you have a legal right to change your mind about any service your purchase with Paw by Paw Training within 14 days of purchasing. Cancellation of services after this 14 day period are subject to the full fees being retained unless your chosen appointments can be filled. If you fail to attend any sessions you will not be refunded. 
  • Trainers will contact you if they are going to be late for a session. Any time missed will be made up in that session or in a subsequent session as appropriate. 
  • Trainers will wait at the correct location for five minutes after the agreed upon start time for a session. After five minutes they will contact you via phone to check where you are. If you are going to be more than 15 minutes late, you will be considered a no-show and will have therefore cancelled without any refund due. Trainers do not need to wait for more than 15 minutes after the agreed upon start time of the session. 
  • Extenuating circumstances will apply to all of the above cancellation policies on a case by case basis. 
  • Paw by Paw Training has a 30-day period to process refunds. Refunds will incur a £20 administration fee. 
  • In the event of a pandemic, current clients booked in will not be offered refunds for outstanding sessions due. Clients will be offered either a delay of services until they can resume as they were when booked or online alternatives. 
  • You must use all of the sessions included in your package within the timeline stated on the relevant page on our website. 
  • In the event that you need to cancel last minute, please do not call as instructors are often teaching for a number of hours in a row which may interrupt the flow of another service, an email to emma@pawbypawtraining is sufficient, please include your name, your dog’s name and the time of your appointment in this email. 
  • All cancellation and refund requests must be made via email to [email protected] 
  • In the event of a client rescheduling a 121 session, rescheduling it as the convenience of the trainer’s diary and their commitment to other clients. During busy periods this can take some time and the trainer is under no obligation to reschedule the client in any certain time frame. 
Control of Dogs & Suitability
  • Dogs will not be accepted for behavioural 121 training without veterinary referral. It is highly recommended that dogs attending 121 training for non-behavioural concerns are checked by a veterinarian prior to training commencing. 
  • Dogs must be kept under control at all times. 
  • Please do not allow your dog off lead unless explicitly told to do so by your trainer. 
  • Handlers must clean up after their dog. If you are caught short without a poo bag, please inform your instructor immediately. 
  • You may not knowingly book a dog that is aggressive, or highly reactive, to other dogs or people into any of our services without disclosing this to your trainer. In the event that it is discovered that you did knowingly book an aggressive or highly reactive dog into any of our services, you may be asked to leave without offer of a refund. If you know your dog is highly aggressive or are unsure whether your dog qualifies as aggressive or highly reactive, please disclose this and we will discuss and advise the most appropriate service for your needs. 
  • In the event that a trainer believes your dog is uncomfortable with the service they have been booked in for an alternative that is more suitable for your dog will be offered. Any money paid will be placed towards this alternative service. If you knew your dog was nervous or uncomfortable in the context you’ve been them in for and did not disclose this prior to booking, this clause is void. 
Equipment
  •  Students must bring their dog on their usual walking equipment and food to train the dog with to each session. If you routinely use different kinds of leads such as long lines, flexi leads, short leads, etc. please bring these. 
Reports
  • We aim to get reports to you as quickly as possible but this can take up to 10 working days, especially during busy periods.