These Terms and Conditions apply to all services provided by Play Paws Rewind, including behavioural consultations, training sessions, and related communications delivered via in person meetings, online platforms, telephone, email, or other digital means. By booking a service, submitting forms, or making payment, you indicate that you have read, understood, and accepted these terms.
General Terms
Play Paws Rewind is fully insured, and proof of insurance can be made available upon request. Clients are solely responsible for the welfare, health, and behaviour of their dogs at all times. While we strive to create a safe and productive environment, Play Paws Rewind cannot be held liable for any injury, damage, or loss occurring during or after sessions.
Clients must provide full and accurate behavioural history prior to the initial consultation. Any withholding of relevant information, especially regarding aggression or bite history, may result in immediate termination of services without refund.
Training and Behaviour Approach
Our practice is grounded in up to date, science-based, and compassionate methods. We utilise positive reinforcement only to promote behaviour change in dogs and strengthen the human animal bond. Aversive tools and techniques such as choke chains, prong collars, shock collars, or physical punishment are strictly prohibited in our programmes.
Each case is treated individually. We will assess the specific needs of the dog and provide a training plan tailored to its breed traits, history, behaviour, and environment. Where existing tools are inappropriate or likely to compromise welfare, we will discuss and offer humane alternatives.
Commitment to the Process
Behavioural change is a shared commitment. By engaging our services, you agree to actively participate in the implementation of training advice, remain consistent between sessions, and communicate openly about any challenges.
Everyone in regular contact with the dog (including family members, carers, and dog walkers) must be on board with the approach to ensure continuity. You also agree not to incorporate alternative training methods that have not been discussed with us, to avoid confusion or conflict in the dog’s learning process.
Veterinary Collaboration
All behavioural cases require a completed Veterinary Referral Form and Behavioural Questionnaire prior to the first session. We work closely in collaboration with the veterinary sector and may provide reports, engage discussions or updates to your vet as needed.
Where medical issues are suspected to underlie or contribute to a behavioural problem, we may delay behavioural interventions until veterinary diagnosis and treatment are in place. We reserve the right to halt or refuse behavioural work if we believe proceeding may compromise the dog’s welfare and well being.
Health & Safety Considerations
The safety of all parties is a priority. Clients must ensure that their dog is managed responsibly during sessions, especially in cases of known aggression. Where needed, secure confinement or a muzzle must be used before the trainer arrives and until safety measures are in place.
Failure to adhere to agreed upon safety protocols may lead to session termination or discontinuation of services. Play Paws Rewind accepts no responsibility for harm caused by your dog to yourself, others, or property at any point.
Session Format and Locations
Sessions may be conducted in a variety of settings, including your home, local outdoor spaces, private fields, or via online video calls. The choice of location will depend on the nature of the issue and the dog’s suitability for that environment.
Please note that travel charges may apply for locations outside our service area. These will be clearly stated prior to booking.
Deposits, Payments & Insurance Claims
To confirm a booking, a deposit is required unless otherwise agreed. You will be invoiced upon booking, with all charges listed in GBP. Payment via bank transfer is preferred; however, we can accept card payments, cheques, or cash by arrangement.
If you intend to claim the cost of services through your pet insurance, please confirm your eligibility directly with your provider. We cannot process claims on your behalf, and full payment must be made to us initially. After your consultation, your provider may contact us for documentation to support your claim.
Invoices include an issue date and a due date. If payment is not received by the due date, automated reminders will be sent, followed by a personal follow-up. We understand that financial circumstances can change, and we are happy to discuss payment plans where necessary. If we do not receive communication regarding late payment, a fee of £5 per week will be added to the outstanding balance.
If an invoice remains unpaid for more than 30 days, we reserve the right to initiate proceedings through the small claims court.
Cancellations, Refunds, and Rescheduling
Cancellations must be submitted in writing (email is sufficient).
If you cancel more than 7 days before your first session, you will receive a full refund minus any administrative fees. For cancellations within 7 days, 50% of the cost will be refunded (or still owed if unpaid). Cancellations made with less than 72 hours’ notice are non-refundable.
Same-day cancellations are not eligible for refunds and rescheduling will be at our discretion. If we need to cancel for any reason, we will offer an alternative date or a full refund.
Requests to reschedule must be made with a minimum of 72 hours’ notice. Repeated cancellations or changes (more than 3 times per package) may lead to termination of the service without refund.
Service Expiry
All sessions within a package must be used within 3 months of the initial session unless otherwise agreed. Unused sessions beyond this timeframe are forfeited and non-refundable. It is the client’s responsibility to arrange and attend sessions within the valid period.
Confidentiality & Data Protection
Your personal data and any case details shared with us are stored securely in line with UK data protection legislation. Data will not be shared with third parties without your consent, except where legally required or when collaborating with your referring vet.
We may retain your case records for up to five years following the last session.
Media and Recordings
We may request to photograph or record video during sessions for educational or promotional purposes. This will only occur with your prior consent, and you are free to withdraw permission at any time. Media will never be shared publicly without your agreement.
Understanding Behaviour Change
Behaviour modification is complex and often gradual. While we commit to offering the highest standard of professional support, outcomes are influenced by many factors including consistency, environment, and the dog’s individual needs.
Some issues may require ongoing management rather than resolution. If recommended strategies are not followed, or if aversive methods are introduced, we reserve the right to end our working relationship without refund.
Liability Waiver
By choosing to work with Play Paws Rewind, you acknowledge that you are responsible for the behaviour and safety of your dog at all times. You agree to indemnify and hold harmless Play Paws Rewind and its representatives from any claim arising from injury, loss, or damage caused by your dog, whether during or outside of our sessions.
Complaints Procedure
We strive to provide the highest level of service and professionalism. If you are dissatisfied or have concerns, please contact us directly in writing. We will review your feedback and respond as promptly and thoroughly as possible.
We kindly ask that feedback or complaints not be posted publicly or on social media prior to allowing us the opportunity to address them directly.
Disclaimer
By participating in any programme offered by Play Paws Rewind, you accept that behaviour change carries inherent risks and that outcomes cannot be guaranteed. The advice provided is based on the information available and current best practices.
You are responsible for determining the suitability of any technique recommended. If at any time you feel uncomfortable with an approach, it is your responsibility to raise this with us so alternatives can be discussed.
Play Paws Rewind shall not be held liable for any injury, damage, or consequence arising as a result of training or behaviour advice, including any legal or financial implications.
By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. If you have any questions or need clarification, we are happy to help.
Thank you for choosing Play Paws Rewind.