These terms
1.1 These are the terms and conditions on which we supply our services to you.
1.2 Please read these terms carefully before you submit your message/form to or get in contact/book with us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. Information about us and how to contact us
2.1 We are Bark at the Moon – Training and Behaviour, a sole trader established in England and Wales.
2.2 You can contact us by writing to us at [email protected] or by calling on 07940 272817.
2.3 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your message or form.
2.4 When we use the words "writing" or "written" in these terms, this includes emails.
3. Our contract with you
3.1 By booking a session with us, you acknowledge and agree to these Terms and Conditions.
3.2 Our acceptance of your booking will take place when we email you a confirmation email to confirm your booking, at which point a contract will come into existence between you and us.
3.3 If we are unable to accept your booking request, we will inform you of this and will not charge you for the booking or service. This might be because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the service or because we are unable to meet a delivery deadline you have specified.
3.4 Our website is solely for the promotion of our services in the UK. Unfortunately, we do not accept bookings from addresses outside the UK.
4. Your rights to make changes
If you wish to make a change to the booking you have made please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 7).
5. Our rights to make changes
5.1 We may change our services to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements. These changes will not affect your use of our services.
5.2 In addition, we may make changes to these terms or what we offer, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any sessions paid for but not received.
6. Providing the services
6.1 The costs of our services will be as displayed to you on our website.
6.2 During the initial process we will let you know when we will provide the services to you.
6.2.1 If we have availability we will aim to book you in as soon as reasonably possible. We will contact you to arrange booking and a confirmation email will follow.
6.2.2 We will begin the sessions on the date agreed with you during the initial process.
6.2.3 If the booking or sessions are ongoing or a subscription to receive multiple sessions, we will supply the services to you until either the services are completed or the subscription expires (if applicable) or you end the contract as described in clause 7 or we end the contract by written notice to you as described in clause 9.
6.3 If our supply of bookings is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any bookings you have paid for but not received.
6.4 If you fail to attend the booking or session and we have not been informed and/or are unable to contact you or re-arrange the booking or session we may end the contract and clause 9.2 will apply.
6.5 If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) your service will not be refunded, and we may charge you additional costs incurred to us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause 9.2 will apply.
6.6 We may need certain information from you so that we can supply our services to you. If so, we will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 9.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying our services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
6.7 If you do not pay us for the booking when you are supposed to (in advance at time of booking) (see clause 11.4) and you still do not make payment within 7 days of us reminding you that payment is due, or you have not made payment at least 48 hours before the commencement of services, we will delay the booking until you have paid us the outstanding amounts.
7. Your rights to end the contract
7.1 Your rights when you end the contract will depend on what booking or services you have bought, whether there is anything wrong with our services, how we are performing and when you decide to end the contract:
7.1.1 If what you have bought is misdescribed you may have a legal right to end the contract (or to get a service re-performed or to get some or all of your money back), see clause 10;
7.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2;
7.1.3 If you have just changed your mind about the booking or service, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions;
7.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.6.
7.2 If you are ending a contract for a reason set out at (1) to (5) below the contract will end immediately and we will refund you in full for any bookings or services which have not been provided. The reasons are:
7.2.1 We have told you about an upcoming change to the booking or these terms which you do not agree to (see clause 5.2);
7.2.2 We have told you about an error in the price or description of the booking or service you have ordered and you do not wish to proceed;
7.2.3 There is a risk that supply of the booking or services may be significantly delayed because of events outside our control;
7.2.4 We have suspended bookings or services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 3 months; or
7.2.5 You have a legal right to end the contract because of something we have done wrong.
7.3 For most services and bookings you have a legal right to change your mind within 14 days of booking and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. If you have changed your mind and wish to cancel outside of this 14 day window, any refunds will be decided based on what service you booked.
7.3.1 For 1-2-1 training sessions and pre-adoption advice sessions, if you cancel more than 48 hours in advance of your session, you will be entitled to a full refund. If you cancel less than 48 hours in advance of your session, you will be entitled to a 50% refund.
7.3.2 For behavioural consultations, if you cancel more than two weeks in advance of your session, you will be entitled to a full refund. If you cancel less than two weeks in advance of your session, you will be entitled to a 50% refund.
7.4 You do not have a right to change your mind in respect of:
7.4.1 Services, once these have been completed, even if the cancellation period is still running;
7.5 How long you have depends on what you have booked and how it is delivered.
7.5.1 If you have bought services, you have 14 days after the day we contact you to confirm your booking. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
7.6 Even if we are not at fault and you do not have a right to change your mind (see clause 7.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for services is completed when we have finished providing the services you have paid for and you do not wish to have further help or sessions from our services. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for services not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.
8. How to end the contract with us (including if you have changed your mind)
8.1 To end the contract with us, please let us know by doing the following:
8.1.1 Email us at [email protected]. Please provide your name, phone number, email address and details of the booking.
8.1.2 Phone us on 07940 272817, providing your name, phone number, email address and details of the booking.
8.2 We will refund you the price you paid for the booking or services, by the method you used for payment. However, we may make deductions from the price, as described below, and based on what services you booked.
8.2.1 For 1-2-1 training sessions and pre-adoption advice sessions, if you cancel more than 48 hours in advance of your session, you will be entitled to a full refund. If you cancel less than 48 hours in advance of your session, you will be entitled to a 50% refund.
8.2.2 For behavioural consultations, if you cancel more than two weeks in advance of your session, you will be entitled to a full refund. If you cancel less than two weeks in advance of your session, you will be entitled to a 50% refund.
8.3 If you are exercising your right to change your mind we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
8.4 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind.
9. Our rights to end the contract
9.1 We may end the contract for a booking or session at any time by writing to you if:
9.1.1 You do not make any payment to us when it is due (up front, at the time of booking), you still do not make payment within 7 days of us reminding you that payment is due, or you do not make payment at least 48 hours before the commencement of services;
9.1.2 You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services requested;
9.1.3 You do not, within a reasonable time, allow us access to your premises to supply the services.
9.2 If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
9.3 We may write to you to let you know that we are going to stop providing the services. We will let you know at least 14 days in advance of our stopping the supply of the services and will refund any sums you have paid in advance for services which will not be provided.
10. If there is a problem with the services
10.1 If you have any questions or complaints about our services, please contact us by writing to us at [email protected].
11. Price and payment
11.1 The price of the booking or service (which includes VAT) will be the price set out in the booking confirmation or our acceptance of it. We take all reasonable care to ensure that the price of the booking or service advised to you is correct. However please see clause 11.4 for what happens if we discover an error in the price of your booking.
11.2 We accept payment via bank transfer. Cash payments or payment plans will not be accepted.
11.2.1 You must pay for the booking/services before we start providing them. We will invoice you for the total balance of the price of the booking or services at the time of booking. You must pay each invoice at the time of booking, and your booking will not be confirmed until payment has been received.
11.3 If you do not make any payment to us by the due date we will be unable to deliver the booking or our services.
11.4 If we discover that an invoice has been incorrectly priced, a revised invoice will be created and emailed correcting the mistake stating the amount still outstanding or for refund. This will be corrected before bookings can take place. If you think an invoice is wrong please contact us promptly to let us know.
12. Our responsibility for loss or damage suffered by you
12.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill.
12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the booking or services under the Consumer Protection Act 1987.
12.3 If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
12.4 We only supply our services for domestic and private use.
13. How we may use your personal information
13.1 We will only use your personal information as set out in our privacy policy.
13.2 We will only give your personal information to third parties where the law either requires or allows us to do so.
13.3 All data collected will be held securely. Any data collected will only be held whilst you are a client. No information will be held for longer than necessary and will be appropriately destroyed once you are no longer requiring our services.
14. Other important terms
14.1 We may transfer our rights and obligations under these terms to another organisation.
14.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
14.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
14.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
14.6 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.
Further industry specific terms
Health and Safety
- Bark at the Moon – Training and Behaviour will always work within UK legislation and follow the guidelines set out there for the protection of all parties. This includes but is not inclusive to the Dangerous Dogs Act 1991, Animal Welfare Act 2006 and The Animal Welfare (Electric Collars) (England) Regulations 2023.
- Bark at the Moon – Training and Behaviour will enquire about pre-existing allergies, medical conditions and behaviour concerns so that these can be taken into consideration for session planning. Bark at the Moon – Training and Behaviour should be updated of any changes to these. It is your responsibility to monitor your animal’s health and behaviour, and make decisions accordingly, but Bark at the Moon – Training and Behaviour will raise any concerns noted during sessions with you and make appropriate choices (such as ending a session early if the animal is obviously unwell). Bark at the Moon – Training and Behaviour will not take responsibility for consequences arising from withheld information.
- If the client’s animal has aggressive tendencies towards other animals and/or people, this must be specified upon booking to ensure that safety measures can be put into place prior to the appointment or session (this may include wearing a muzzle or lead, or being kept shut in another room). Should behaviour issues arise or change whilst working with us, Bark at the Moon – Training and Behaviour should be immediately informed. Bark at the Moon – Training and Behaviour will not take responsibility for consequences arising from withheld information.
- Dogs that are known to bite other dogs, and/or people and/or cause injury may be required to wear a muzzle. Bark at the Moon – Training and Behaviour will not take responsibility for dogs who are not muzzled or kept under control during sessions or when working outside of sessions. Failure to wear a muzzle or take risk mitigating recommendations may result in the termination of support. Bark at the Moon – Training and Behaviour will not take responsibility for consequences arising from failure to follow safety advice and instruction. If struggling with any aspect of risk management, contact Bark at the Moon – Training and Behaviour and the situation can be discussed.
- Bark at the Moon – Training and Behaviour is fully insured, however, any accident or injury during sessions will not be covered if the client has failed to use appropriate equipment or failed to follow the advice given.
- All dogs must be microchipped (The microchipping of Dogs (England) Regulations 2004) and must be wearing an ID tag which includes the owners name and address (Control of Dogs Order 1992).
- Dogs must always be kept under control when Bark at the Moon – Training and Behaviour enters the client’s premises. Failure to do so, and any injury caused by the client’s dog being out of control, will be the client’s full responsibility. Case dependent, Bark at the Moon – Training and Behaviour will initially meet the client and their dog outside or away from the client’s premises. In some cases, work may only be carried out outside, and/or from a distance, if a hands-off approach is required. Throughout sessions, the client is responsible for keeping their dog under control. Failure to do so, and any injury caused by the client’s dog being out of control will be the client’s full responsibility.
- Bark at the Moon – Training and Behaviour will apply personal judgement and will postpone or cut sessions short, if necessary, because of extreme weather conditions; including, but not limited to: excessive heat, torrential rain, thunder storms and snow/ice. The decision to do so lays with Bark at the Moon – Training and Behaviour, for the safety of themselves, members of the public, other animals, the client and the client’s pet.
- Bark at the Moon – Training and Behaviour will apply personal judgement and cut short a training session if it is felt that the animal is not coping well. In some cases, initial sessions may be conducted solely with the client or the consultation may be split into two smaller sessions.
- You are responsible for following all risk prevention advice and making sure others follow all risk prevention advice given. Our commitment to the safety and wellbeing of all is paramount
Other Professional Involvement
- Bark at the Moon – Training and Behaviour will not make unfair comparisons with other dog trainers or animal behaviour specialists (The Business Protection from Misleading Marketing Regulations 2008).
- For the development of experience and skills, Bark at the Moon – Training and Behaviour may, with your written permission, include more experienced behaviourists to shadow or join consultations in a mentorship role. In the event that Bark at the Moon – Training and Behaviour does not feel suitably qualified and/or experienced to provide a comprehensive behavioural service (for example, where significant medical factors are present), we will refer your case to a more qualified and/or experienced practitioner (for example, to a veterinary behaviourist).
- In the case of behavioural consultations, Bark at the Moon – Training and Behaviour will require Veterinary referral and will obtain client permission to converse with the referring Vet regarding your pet. The Client’s personal information will be kept securely and only shared with relevant parties such as Vets and other professionals we are working with.
- Bark at the Moon – Training and Behaviour is not responsible for Veterinary bills, no matter how they are incurred.
- You must disclose prior involvement from other behaviour practitioners, including recommendations and advice. We work as a sole practitioner in conjunction with your veterinary surgeon’s medical advice and treatment, and/or advice or treatment from paraprofessionals in an unrelated field. Should you choose to engage with another party for behaviour or training advice of any kind during our contracted service, we will consider this an immediate termination of our service. This is for your pet’s safety and wellbeing since we will not be able to monitor any interventions if multiple advice sources are being sought and implemented. If we agree to engage with another professional to support your pet, this must be openly discussed and agreed to fully between us, so any advice or treatment does not conflict.
- Children are welcome to attend sessions, but they must always be supervised around pets and you should take proper care to ensure that they do NOT attempt to replicate any training or behavioural modification recommendations with your pet. Any other family members or third parties you choose to involve/participate are your responsibility.
Methods
- Bark at the Moon – Training and Behaviour will only advocate and use welfare, scientifically based, force free training methods and will not be advocating methods which cause pain and suffering. These methods are ethical and effective, however, they are rarely instant and take commitment from the client to work with their animal in the long term. Bark at the Moon – Training and Behaviour will not take responsibility if failure to carry out recommendations leads to no improvement.
- Behaviour and/or training used will be tailored for each client and their animal according to the information provided, both written and verbal, and this will be adjusted throughout the sessions to best meet the needs of the client and their animal.
- Bark at the Moon – Training and Behaviour cannot guarantee that any training will work because each animal is an individual case with a different history, background and behavioural and training issues. Success rate is high with clients who follow training plans, advice and methods both in the short and long term. Bark at the Moon – Training and Behaviour will not take responsibility for lack of improvement or consequences arising from failure to follow recommended advice, recommendations or instruction.
- Information forms and behaviour questionnaires must be completed and returned at least 48 hours prior to your session, failure to do so may result in your session being cancelled.
- Behaviour consultations are taken on vet referral only, and you must arrange for relevant and appropriate paperwork (including medical history and permission) to arrive with us at least 48 hours prior to sessions. Failure to obtain veterinary referral with result in cancellation of your session.
If booking a 1-2-1 training package, all four sessions must be completed within eight weeks, with a minimum of one week between each session, to allow sufficient time for clients and animals to practice skills learnt before progressing.
Follow up sessions or appointments, as part of a behavioural consultation package, must be used within 6 months from the date of the first appointment, unless this is arranged post session to best suit all parties.
The client will report/ check in regularly to provide updates about their dog’s progress via email, or the client’s preferred method of contact.
Bark at the Moon – Training and Behaviour will share success stories, testimonials, photos and videos of sessions via social media only with the client’s consent.
Bark at the Moon – Training and Behaviour will not tolerate any form of harassment or abuse