Terms and Conditions (T&Cs)

(updated 30/04/2026)

There are some general T&Cs, but each service has its own T&Cs designed for it. You'll be able to view the T&Cs on joining a programme, session or event. A brief copy of each is provided below.

We know that T&Cs can read as rather grim, since they specifically focus on all the things that can go wrong. So let us reassure you that we are here to provide such great coaching that we really earn that fantastic testimonial at the end of our time together. If you have any queries or concerns simply ask to get a real human answer.

General T&Cs

LEGAL RESPONSIBILITY

A full account of Scottish Dog Law is freely available on the Scottish Government website. A more readable version for referrence is available on the myGov.scot website.

Scottish Dog Law dictates that as the owner of your dog, you are responsible for their behaviour, if damage or injury occurs as a result of your dog’s behaviour:

Outside a session: it is entirely your responsibility. Please remember you can take advantage of your remote support to check any aspect of training you are unsure of.

During a session: You are also responsible. However, if a significant accident occurs as a direct result of our advice, as we are supervising, and the accident occurs directly and predictably because of the advice we have given, and the below statement on advice could not be reasonably satisfied, then we will assist you in resolving the situation however possible.

Please remember the essential understanding. We can only give you advice. If at any time you feel uncertain about the advice you have been given, please tell us so that clarification can be given, the situation appropriately adjusted, or different advice given.

STATUATORY RIGHTS

"If a service is not carried out with reasonable care and skill, is not completed within a reasonable time (where no specific time is agreed), or charged at an unreasonable price, you can request your money back. The CRA requires the trader to put things right or offer a refund if the service cannot be remedied reasonably." www.uklegalguides.com (2026)

Our pricing and standards are constantly compared and checked with competitors. If you are unhappy with the service we are providing at any point talk to us so we can put it right. We will issue a partial refund, where the remaining planned sessions serve as a measure (so where 2 of 6 planned sessions have been taken, a 66% refund would be issued).

SAFETY AND EMERGENCIES

Our coaches are certified in Canine First Aid, and we carry necessary equipment for both dog and human first aid. In case of an emergency during session, please notify us immediately.

Vet contact details are provided in onboarding through the ‘My Dog’s Details’ form. If the need arises, we will take your dog to your registered vet (where reasonable). We will instruct the vet to:

Perform any and all urgent care
Contact you (or their registered owner) to discuss further care

You will be required to cover all vet fees, including transportation, and first-aid expenses.

It may not be possible for us to stay with your dog or return them home from the vet. But where possible we will make reasonable accommodation for this.

Sessions are designed to be safe, with any known risks addressed in advance. Let us know if your dog has specific behavioural issues that may require special handling (via the onboarding forms required as part of the new client process).

HEALTH & VACCINATIONS

All dogs and puppies must be suitably vaccinated against potential risk of disease, as well as being treated for internal and external parasites. There can be no guarantee that there is no risk of disease at any venue or when in contact with other dogs and equipment (such as toys). It is the owners/handler’s responsibility to ensure their dog is fully protected against the risk of disease. If the owner chooses not to routinely vaccinate their dog this is their choice and the decision is made at their own risk.

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Please advise in advance of any session if your dog has been unwell or if they have been in contact with another dog infected with a contagious disease. Depending on the issue, it may be advisable for the session to be cancelled or re-arranged. It is the owner’s responsibility to ensure their dog is fit and healthy for the session.

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If your dog has any know allergies or food intolerances, please make me aware before the session and provide your own appropriate food.

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If your dog comes into season, please let me know ahead of the session so we can make adequate plans ahead of time.

EQUIPMENT

Sometimes equipment fails. If we've provided you equipment that fails then we'll take responsibility for the failure. If its equipment that you've brought then we won't take responsibility. Its good practice to check over all equipment before trusting them to your dog. Common falts include damaged material and missing components.

Specific T&Cs

CONSULTATION

Consultations take place over the phone (traditional call), but you can request a video call via WhatsApp if you'd like. We'll call you for the timeslot that you select when completing your consultation application. Please be honest and accurate about you, your dog, and your situation throughout the application and call process. Providing grossly inaccurate or dishonest information could lead to termination.

SPOTLIGHT SESSION

Please let us know if you need to reschedule at least 24 hours in advance. We understand emergencies and urgent interruptions happen, just tell us ASAP so we don't end up with a no-show, and we may charge for this (via partial refund @50%).

We'll send you and discuss and relevant details before hand. Such as location, what to expect in the session, what to wear/bring, and any other preparations.

CHAOS/CONFIDENCE PROGRAMME

You can book sessions at a time of your choosing via your client portal. You can reschedule >24hours on the portal, or by contacting us <24hours. Please don't just not show up as this may lead to termination.

If we reschedule (e.g. due to severe weather) then we will reschedule your session with priority. You may request a remote session instead if appropriate.

You must have completed your onboarding forms prior to beginning your first session. This is to keep everyone, espeically your dog, safe and satisfied.

We can only give advice, and always in good faith. We will only give advice which we can clearly explain, which is likely to progress our goals, and will keep the dog's wellbeing priority.

The law insists that you are responsible for your dog, even if we or someone else is holding the leash. This includes accident and injury occurring as a result of their behaviour. If at any point you feel uncertain: stop and clarify. You can ask for different advice.

You retain ultimate responsibility for your dog, including notifying us of any new health or behavioural concerns. While we take precautions to avoid risky situations, communicate any discomfort or potential risks during a session. You have final say over your dog’s safety and well-being.

Providing dishonest information at any point can lead to unnecessary risk. This may lead to us ceasing to offer our services if we feel there is a consistent disregard for safety advice. If so, we will issue you a written warning. Then, failure to comply will result in cessation of services without refund.

This programme comes with remote support. Use it. We cannot read minds. You can reach us anytime via message, and we’ll respond during business hours. If you need a phone call, please arrange this in advance.

Please message: (+44) 07411 803506

Please email: contact@k9contact.co.uk

60-DAY GUARANTEE (certain programmes only)

Here is the minimum level of engagement required to be eligable for the guarantee, no questions asked:

Attend all of your 1:1 coaching sessions
Attend all check-in calls
Complete your provided training logbook (min 48 days)
Submit 3 (~30sec) or more videos of your at home training

There is built in flexibility, but you must tell us promptly (not more than 7 days delayed) if one of the following applies so that training is prevented. In each occurance the guaruntee days are paused until the next attended session:

Illness/Injury of you or your dog
Significant events or occurances
If we agree on a stretched timescale (counted days adjusted relative. e.g. fortnightly sessions rather than weekly means we have 120 days, not 60).

If one of the below comes to apply then we will have up to 80 counted days, so as to cover any time that may be spent revising

In the unlikely event that you do not see signficant improvement and it has been 60 days of engaging in your coaching as described above, how would you claim the guarantee?

We'll check any engagement details, then issue your 100% refund within 30 days (or sooner). If you have received any physical goods as part of your programme these must be returned in person or by signed-for post in good condition (including any container and spares etc). If you would like to keep them then we will subtract their value when you joined and return the outstanding amount.

We agree a primary and secondary goal that will be used to assess "significant change". These are indicators, not literal descriptions of expected results. So you might write something like "better off-leash" which would be satisfied by improving your dogs recall etc.

Privacy & Data Policy

1. Introduction

K9 Contact values your privacy and is required to protect your personal information in compliance with UK GDPR and other applicable data protection laws. This policy outlines the data we collect, how we use it, and your rights regarding your information.

2. Information Collection and Use

We collect the following types of personal data to provide dog training services effectively:

Contact Information: Name, address, phone number, email, and emergency contact details.
Dog-Specific Information: Your dog’s name, health, behavior history, and other relevant details.
Emergency Contact Information: Contact details for your veterinarian or insurance provider, as requested by you.

This information is collected through:

Website Forms: For booking and service requests, including consultation application forms.
In-Person Consultations and Observation: Details from discussions during consultations or training sessions, which help us tailor services effectively.

Usage of Data: The collected information is used solely to provide dog training services, to keep that client informed, and address any special needs during training sessions.

3. Data Retention

We retain your data based on necessity and legal requirements:

Consultation Application Forms: If a consultation does not proceed to booked sessions, data is retained for 1 year and then deleted. This allows time for potential follow-ups and any administrative needs.
Session Records for Ongoing Clients: If you proceed with training sessions, your personal information and session notes are retained for up to two years after your last session to support future bookings.
Financial Records: Retained for a minimum of five years to comply with HMRC self-assessment and tax requirements.
General Service Records: Stored indefinitely but contain no personal details, only basic session information (e.g., general location and type of service).

Upon request, personal data (i.e, you and your dog’s information) can be erased unless required for legal or tax purposes.

4. Data Sharing

K9 Contact does not share personal information with third parties (not connected services) unless explicitly requested by you. For example, if you request that session notes be shared with a professional (such as a vet or behaviorist), we will require written consent before proceeding.

5. Privacy of Children and Vulnerable Poplations

K9 Contact only offers training to those aged 16-18 (and no younger) with the permission of a responsible caregiver aged 18 or over. Age is measured at the point of first service (not including consultation), best noticed by the point of purchase. No additonal information is collected, and permission is given for information handling by the responsible caregiver. The younger client has primary control over their data.

If you identify as being in a position where infomred consent of give, retreiving, managing or removing your data may be at risk please make this known at the first instance. The best way to do this is by email at the earliest point (consultation). If we engage in services with a client who by default is unable to give informed consent for data handling purposes, then a suitable caregiver will be required to participate.

6. Data Security

We take all reasonable steps to protect your data:

Platform Security: All data collected through our website, hosted on Wix, is stored in compliance with Wix’s security standards. Please review Wix's Privacy Policy for more details on their data protection measures.
Where connected services are used (see section 8) please refer to their privacy policy.
Device Security: Any data stored locally is on a password-protected device to prevent unauthorized access. We operate an off-site data storage drive which is secured by password.

7. Your Rights Under GDPR

As a client, you have the following rights concerning your data:

Right to Access: You may request access to your data by emailing or texting us at any time. For security, we may ask to confirm your identity or confirm in person if possible.
Right to Rectification: If any information is incorrect, you may request correction.
Right to Erasure: Under certain conditions, you may request that we delete your personal information.
Right to Restrict Processing: You can limit the types of data shared or collected, though some data is required to provide services effectively.

We will respond to all data access and management requests within the legally required 30-day timeframe, where those requests are provided in writing (SMS, WhatsApp, or email is suffecient).

8. Cookies and Third-Party Tools

We use third party services for the operation of our website (Wix) and some marketing and communications functions (Wix, Meta, Google, WhatsApp). We offer payment options too (Apple, PayPal, Google, PayItMonthly, Klarna). Please refer to each company's own T&C for guidance on data and cookie handling.

9. Policy Review and Updates

K9 Contact regularly reviews and updates its Privacy Policy, Terms and Conditions, and service details every 6-12 months, or sooner if required by legal changes or adjustments in our business practices.

10. Contact Information

For any questions regarding this privacy policy or to exercise your data rights, please contact us at:

Email: contact@k9contact.co.uk
Phone: +44 07411803506

Marketing & Media Policy

1. Introduction

K9 Contact relies on responsibly captured media from client sessions to promote our services and demonstrate our methods. Media recording is a routine part of our sessions, helping us showcase our work and attract new clients. This approach also supports our ability to keep service costs more affordable. Clients may opt out of being included in any media at any time by following the steps below.

2. Purpose

The media we record during sessions serves two primary purposes: generating marketing material to attract prospective clients and creating educational content that aligns with our brand’s values and transparent approach.

3. What is Recorded

We may request permission to take photos or record videos of your sessions, which could feature you and your dog and may include audio. Testimonies (written or video) are occasionally requested to share authentic client experiences. Identifiable information like appearance or your dog’s behaviour may appear in the media; however, sensitive details are excluded. Testimonials may, with your consent, include additional details about your goals or your dog’s history. Permission is granted by selecting the tick box in our “Dog Onboarding” form. We will confirm your permission before recording any media. To opt out, please follow the procedure outlined below.

4. How Media is Used

Captured media may be shared in its original form (e.g., a photograph) or edited for promotional content across various digital platforms, such as our website and social media, or in printed formats. We ensure all media aligns with industry standards for transparency and accuracy to avoid any misleading representation.

Compensation. While we generally cannot offer monetary compensation for the use of media, occasional gestures of appreciation, such as a complimentary session, may be provided at our discretion. Recording media is a standard part of our approach, allowing us to attract new business while maintaining affordable rates. If you have any concerns regarding compensation or feel uncomfortable with this practice, please contact us.

5. Ownership and Removal Requests

K9 Contact retains ownership of all media captured. However, clients may request the removal of their media from our digital platforms at any time. We aim to honor such requests within two weeks. Please note that media already distributed in print or external publications may not be retrievable.

6. Opting Out or Requesting Removal

To opt out of media recording, please email us at contact@k9contact.co.uk or text +44 07411803506. If opting out after media has been recorded, clients may submit a written request to have the content removed from our platforms.

7. Direct Marketing Consent

K9 Contact may periodically send marketing materials to clients, including updates on services, new programs, or special offers. Marketing materials are issued only with client consent, obtained through our onboarding process. Clients may withdraw consent at any time by following the instructions at the bottom of each marketing email or by contacting us directly. We may also send physical media, such as a newsletter via post. If we notice that you are consistently ignoring our emails we will proactivly stop sending them to you.

8. Frequency and Type of Marketing Communications

Marketing messages are limited to relevant offers or news about our services. We strive to maintain a reasonable frequency, ensuring communications are helpful and non-intrusive. This can vary based on how frequently you interact with our website and our services.

9. Client Rights

Clients have the right to update their marketing preferences, withdraw consent, or opt out of marketing communications entirely. For assistance, contact us at contact@k9contact.co.uk or text +44 07411803506.

Coaching and community for demanding dogs - whatever your situation

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