TERMS & CONDITIONS – DOG TRAINING SERVICES
Paws & Co Group Ltd
By confirming your booking and/or making payment, you confirm that you have read, understood and agreed to these Terms & Conditions, including Appendix A – Standalone Service Values. Version 3.1 February 2026
1. PERSONAL TRAINING SERVICES
(Puppy Training, Behaviour Programmes, Centre Sessions, Home Visits, Boost Days and Puppy Social Days)
Personal training services are structured programmes delivered at our training centre or your home. These differ from Residential Training, where your dog stays with us.
1.1 Payment
• Full payment is required at the time of booking.
• Bookings are not secured until payment is received.
1.2 Rescheduling
Rescheduling requests must be made in writing.
A. Standard Centre Sessions
• 7+ days’ notice – No charge
• 24 hours to 7 days’ notice – £25 administration fee
• Less than 24 hours’ notice – Charged in full
Missed appointments are charged in full.
B. Full-Day Services & Home Visits
(Home Visits, Owner Boost Days, Dog Boost Days, Puppy Social Days)
These services require dedicated diary allocation and prevent alternative bookings being scheduled.
• 7+ days’ notice – No charge
• Less than 7 days’ notice – Charged in full
Missed full-day bookings are charged in full.
1.3 Cancellation Before Training Begins
• 14+ days before the first scheduled session – Full refund minus £25 admin and card fee
• Less than 14 days before – A fee equal to the first session value is non-refundable
This reflects trainer allocation, case preparation and administration already committed.
1.4 Cancellation After Training Has Commenced
Training programmes are structured professional services rather than pay-as-you-go sessions.
If you discontinue after commencement:
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Sessions delivered will be charged at the standalone rate applicable to your programme category (as confirmed in your booking documentation).
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A programme administration and planning fee of £75 will be retained.
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The value of digital content supplied (see Section 3) will be retained.
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The value of any equipment supplied (see Section 4) will be retained.
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Any remaining balance will be refunded proportionately within 10 working days.
- Cancelled Sessions are not refundable.
Refund calculations will be provided in writing upon request.
Refund calculations will not exceed the total amount paid.
1.5 Course Validity
• Programmes must be completed within 6 months of the first session.
• Puppy courses must be completed before your dog reaches 12 months of age.
The validity period begins from the date of the first session.
Sessions are subject to availability, and it is the client’s responsibility to book sessions within the validity period.
Unused sessions after expiry are forfeited and are not refundable.
1.6 Owner Commitment
Training outcomes depend on consistent implementation of professional guidance.
If you discontinue training due to:
• Changes in personal circumstances
• Lack of time or commitment
• Lifestyle changes
• Rehoming or surrendering your dog
• Failure to follow agreed training guidance
Sessions delivered, preparation time committed, digital content supplied and equipment provided remain payable. Refunds will be calculated proportionately in accordance with Section 1.4.
1.7 Progress Review & Client Satisfaction
If you are concerned about your progress, you must notify us in writing. Any concerns regarding the quality or delivery of a session must be raised in writing within 14 days of the relevant session taking place. Concerns raised outside this period may not be eligible for review or refund consideration, as it may not be possible to fairly assess circumstances after a significant delay. Nothing in this clause affects your statutory rights.
To allow a reasonable opportunity for improvement:
• A minimum of two sessions must be attended before concerns regarding course effectiveness will be reviewed.
• Once concerns have been raised in writing, we will review the case with your trainer.
• You will be required to attend one further session and implement the agreed training plan for a minimum of three weeks.
If, following this review process, you remain dissatisfied, you may request a refund for unused sessions. Refunds will be calculated proportionately in accordance with Section 1.4.
1.8 Dog Training Assessments
Training Assessments are valid for 90 days from the date of assessment.
If you proceed with training after this period, a further assessment (chargeable) may be required to ensure your dog’s behaviour and circumstances have not materially changed. A revised quotation may be issued where appropriate.
The Company is not responsible for actions taken between the completion of the Training Assessment and the commencement of the Training Course.
1.9 Group Training Activities
Group activities require a minimum of four participants in order to run at full duration.
If the minimum enrolment is not met, the following options may be offered:
• Transfer to a confirmed course at an alternative location
• Group merge (which may involve a change of location)
• Reduced-duration course (at the Company’s discretion)
• Credit towards an alternative service
• Deferral to the next available start date
If none of these options are suitable, a refund may be requested in accordance with the Cancellation & Refund Policy.
2. RESIDENTIAL TRAINING
Residential training involves your dog staying at our facility for an agreed period and includes structured handling, staffing allocation and post-stay online support.
Residential placements require advance allocation of kennel space, staffing ratios and programme preparation. Availability is limited and once reserved may not be recoverable at short notice.
2.1 Arrival & Duration
• Arrival and collection days are chargeable.
• Minimum stay: two chargeable days.
• Bookings are for specific dates and are not flexible unless agreed in writing.
2.2 Payment Structure
Arrival Within 30 Days
• Full payment is required within 48 hours of confirmation.
Arrival More Than 30 Days in Advance
• A 50% deposit is required within 48 hours.
• Deposits are non-refundable.
• The remaining balance is due no later than 30 days prior to arrival.
If unpaid by the due date, the card held on file may be charged automatically. By booking, you authorise this charge.
2.3 Residential Cancellations
More Than 30 Days Before Arrival
• Deposits remain non-refundable.
• Deposits may be transferred to one future residential booking within 9 months (transfer permitted once only).
Within 30 Days of Arrival
Once a placement falls within 30 days of arrival, kennel space, staffing and programme preparation have been committed.
• The full booking fee remains payable.
Where we are able to re-let the allocated space, we may, at our discretion, offer a partial refund. We are not obliged to do so.
This clause overrides any proportionate refund provisions elsewhere in these Terms.
2.4 Early Collection or Late Arrival
Residential bookings are charged for the dates reserved.
Late arrival or early collection does not entitle you to a refund for unused days.
3. ONLINE TRAINING PLATFORM
All programmes include access to our online training platform.
For Personal Training – access is granted on the commencement date of training.
For Residential Training – access is granted on the day of collection.
Digital content is treated as supplied once access has been granted.
Standalone digital values are defined in Appendix A.
4. TRAINING EQUIPMENT PACKS
Where included within a package, equipment packs carry standalone retail values as defined in Appendix A.
Equipment supplied is non-refundable unless faulty.
5. STANDALONE SERVICE VALUES
Standalone service values are defined in Appendix A.
Standalone session rates for centre and home visit training are confirmed separately in booking documentation and vary by behavioural category.
6. COOLING-OFF PERIOD (REMOTE BOOKINGS)
If booking online or by phone:
• You may cancel within 14 days for a full refund minus a £25 administration fee, provided services have not commenced.
If services commence within the 14-day period, your right to cancel ends once training has begun.
Where digital content has been supplied, the digital element is non-refundable once access has been granted.
7. SAFETY & DISCLOSURE
You must disclose any material history of aggression, bite incidents or relevant medical conditions prior to training.
Failure to disclose material behavioural information may result in termination of services without refund.
8. LIMITATION OF LIABILITY
Nothing in these terms limits liability where it cannot legally be excluded.
We are not responsible for outcomes dependent on owner participation, third-party actions or circumstances beyond our reasonable control.
9. REFUND PROCESSING
Refund requests must be made in writing.
Once agreed, refunds are processed within 5–10 working days.
APPENDIX A – STANDALONE SERVICE VALUES
https://thedogtrainingcompany.uk/pages/standalone-service-values