By enrolling in Heart to Hand Dog training services, you agree to terms and conditions outlined below. These terms form the basis of our agreement to provide training services for your dog.

TRAINING AND HANDLING METHODS 

• The training techniques used by Heart to Hand dog training are based on the principles of positive reinforcement and, as such, are kind, fair and reward-based.
• NOT PERMITTED at class or during training sessions – Harsh handling of dogs, physical force and the use of punitive methods/ punishment/ corrections or equipment designed to be aversive (including slip leads, choke chains, check chains, prong collars, spray collars, e-collars or any other device deemed unacceptable by the trainer)

SUITABILITY FOR CLASS ENVIRONMENT 
Some dogs are not suited to a class environment due to over-excitement, fear, anxiety etc. (this is not the same as a young puppy who is new to socialisation and is a little nervous!). Dogs that are known to be reactive to other dogs or people may not be best placed in a class environment; it is simply not fair on the dog or the other attendees. If your dog is not suited to the class-training environment at this time, we may be able to offer alternative solutions, such as one to one training sessions. If a dog is deemed by the trainer to be particularly stressed or reactive, despite the efforts of the owner and/ or trainer, the owner will be asked to remove the dog from the class (for that session or the rest of the course), in the best interests of both the dog and the others attending. Therefore, if you are unsure how your dog will respond to a class/ group environment, or have any concerns, you should discuss this with us before booking on to a course.

SAFETY 

• Any instances of accident or injury must be reported to the trainer at the time they occurred. A first aid kit is available at training classes. All dogs must remain on lead and kept away from contact with other dogs unless specifically instructed by the trainer as part of your training exercise.
• Retractable leads (extending leads) are not permitted in class under any circumstance in order to avoid injury. 
• We accept no responsibility for any damage to, theft of, or from your vehicle. Please do not leave valuables in your car.
• We have a zero tolerance policy to physical or verbal abuse of our trainers and staff. Heart To Hand dog training reserves the unconditional right to refuse a booking or to terminate a training (whether individual, class or package booking) in the event of unreasonable conduct or behaviour which in our opinion is likely to cause distress, damage, annoyance to other clients, employees, property or any third party. As a result of such termination, our contract with you will cease and full cancellation charges will apply and we will be under no obligation whatsoever to provide any refund or compensation.
• Please ensure you clean up after your dog.

CHILDREN 

• Children are very welcome to attend classes/ training sessions. We ask that adults ensure that children do not approach or touch any dogs without appropriate supervision and permission.
• Children under 8 years old should be supervised by an additional adult
• We accept no responsibility for children at classes and it is the responsibility of the supervising adult to ensure the children’s safety at all times.
• In addition, children must not be allowed to disrupt the learning and we reserve the right to ask for disruptive children not to be brought to classes in the future.
• Young people under 16 must be accompanied by an adult unless otherwise agreed.
   

HEALTH, ILLNESS AND INJURY
1. You (the client) are responsible for any harm or damage caused by your dog while it is taking part in a class provided by Heart to Hand dog training. You agree to accept full liability for any harm or damage to third parties caused by your dog and you accept full responsibility for all costs relating to this incident.
 
2. You agree that your dog is in good health and has not harmed or shown aggression or threatening behaviour toward any person or any other dog.
 
3. You will notify Heart to Hand dog training immediately of any unwelcome, aggressive, procreative, or dangerous behaviour of your dog that could cause harm to any other dog or individual.
 
4. You agree to take any necessary measures or precautions to ensure that your dog is continuously free of contagious, infectious, or otherwise communicable diseases. You agree to notify Heart To Hand Dog Training immediately of any infectious and/or contagious disease or conditions your dog has been exposed to or is affected by, including include, but are not limited to: Distemper, Hepatitis, Kennel Cough (Bordetella), Parvovirus, Corona virus, worms, Lyme disease, Fleas, Pregnancy, Infectious Skin Diseases and Intestinal Parasites. Heart to Hand Dog Training reserves the right to refuse admission until satisfied that the condition is resolved
 
5. You accept that even though your dog is vaccinated against Bordetella (Kennel Cough) there is a chance that your dog can still contract Kennel Cough. You agree that you will not hold Heart to Hand dog training responsible if your dog contracts Kennel Cough.
 
6. Bitches in season may not attend Heart to Hand dog Training group training sessions. Pregnant bitches may not attend Heart to Hand Dog Training group training sessions.

MARKETING/ PRIVACY 

• Data Protection: Heart To Hand do not disclose client information to third parties without consent except as required by law.
• Photographs may be taken during training sessions. Heart To Hand Dog Training may use such photos for the purposes of marketing. For example, photos are posted on our website, social media pages and on future advertising flyers. If you do not wish for photographs of you and/ or your dog to be used or shared, please notify us in writing. Any written feedback (eg. by email or on feedback forms) may be used for marketing purposes (for example, posted on the website). Only the first name of the person will be used as identification. If you are not happy for us to use your feedback in this way, please notify us in writing. 
• By agreeing to the Terms and Conditions, you give Heart to Hand dog training permission to publish in print, electronic, or video format the likeness or image of you and/or your dog, unless you have explicitly notified us in writing as per the previous point. 
• Photography and videography by owners is NOT permitted, without the express permission of Heart to Hand Dog Training

USE OF COURSE MATERIALS
The content in our courses is provided for your personal, private and non-commercial use only, including but not limited to course programmes, training exercises, training advice and written materials. You may print or share the content from our website for lawful personal, private and non-commercial purposes, such as with your partner or family members for the purpose of training your dog. You may not otherwise extract, reproduce or distribute the content of our courses to any third party without our prior written consent.
 
Whenever you print, download, share or pass on content from our courses to others, you must not make any additions or deletions or otherwise modify any text from our course materials, you must not alter or change any images, media or graphics from our course materials in any way, you may not remove any accompanying text from such images, media or graphics, and you must ensure that all content passed on to any third party is an accurate representation of the content in our course materials.
 
You must not reproduce, duplicate, copy or resell any part of our course or any content from our course materials, save and except to the extent expressly permitted in these Terms of Use.

DISCLAIMER 

You understand and accept that your dog (and its behaviour) remains entirely your responsibility at all times, whether or not in the presence of the trainer/ behaviourist.

We make every effort to ensure the safety of both clients and dogs during training classes. By making a booking with us, you are accepting that participating in an activity with dogs, children and adults poses a risk of injury to yourself and your dog, and you agree to indemnify Heart to Hand Dog Training and its representatives for all personal injury and damage to property while attending training. You agree to assume full responsibility for any risks, injuries or damages, known or unknown, which might occur as a result of your dog attending classes/ sessions. You also agree to make any person who accompanies you to the session(s), or takes your place, aware that they are also there at their own risk. 

BOOKING

• For any classes booked, the charge is required upfront to reserve your space. If payment has not been received via BACS at the time of booking, your space will not be held.
• Your 121 training sessions/programme is confirmed once your booking has been completed and your payment has been made via BACS. The date on which this occurs is your booking date. If Payment has not been made at the time of booking, your session will not go ahead.

DISCOUNTS
Any discount codes available must be used at the time of booking. Discount codes and vouchers cannot be applied retrospectively.

CANCELLATIONS OR CHANGES BY US

In the event that we cancel any class training due to unforeseen circumstances, such as instructor illness, emergency medical requirement, Heart To Hand Dog Training will make every effort to reschedule your training to an alternative day/time. If this is not possible; at the discretion of Heart To Hand Dog Training, a partial refund may be provided up to 50% of the value of the cancelled week.
If unforeseen circumstances (such as adverse weather conditions, inaccessibility of training venue, pandemics, changes in government guidelines etc)  prevent training from going ahead in-person, classes will automatically convert to live virtual sessions delivered via zoom or similar.
There is no right of refund or compensation is a course takes place via live virtual session rather than in-person
If through our own act or omission we have to cancel a week’s class, you will be entitled to a credit note for that cancelled week if we are unable to reschedule or offer you a suitable alternative.

CANCELLATION OR RESCHEDULING BY THE CUSTOMER
1.   Our cancellation charges will be applied without exception.
2.   Once a booking is booked/confirmed by Heart To Hand Dog Training, our cancellations terms will apply.

Under Consumer Contracts Regulations, you are entitled to a 14 day cooling off period during which time you may cancel your booking with us and receive a full refund, providing no part of the service you have booked has commenced.
Your 14 day cooling off period will commence on your booking date, which is the date on which your payment was made to us.

Your service will be deemed to have commenced if:
– you have been given access to online course content
– if the start date of your group class or workshop is within the 14 day cooling off period
– you have received training by phone, Zoom/Skype or similar online service, or in-person whether in a group class or 121 setting
– you have received any supplementary support in which our expertise is provided to you by phone, email, Zoom or similar online service, or in-person. This support may be provided on an informal or ad-hoc basis and does not need to be a prebooked session or to be delivered a formal class or session setting – for example a telephone call from you seeking advice for a typical puppy training issue such as biting would constitute supplementary support based on our expertise

If the service has commenced within your statutory 14 day cooling off period and you subsequently choose to cancel within that cooling off period, you will be charged for the elements of the service(s) that have been delivered on a pro-rata basis against the full cost of the course or programme, and the remainder will be refunded to you

If the service has commenced and been completed within your statutory 14 day cooling off period, you will lose the right to cancel as the service will have been delivered in full

After the 14 day cooling off period has lapsed, the following will apply:

GROUP CLASSES

1. Once the 14 day cooling off period has lapsed, all group classes and workshops are non-refundable
2. You may transfer to an alternative date subject to availability. All transfers to another course must be requested at least 28 days prior to the date your in-person or live online class commences.
3. Requests made less than 28 days before start date will be subject to a 50% transfer fee and £25 administration fee
4. If you transfer to another course within 28 days of the course start date -and we are subsequently able to fill your place, we will waive the 50% transfer fee but the £25 admin fee will still apply.
5. Once a course has started, you can not transfer your booking and all fees are non-refundable

ALL 121 TRAINING

If you decide to cancel your 121 training programme prior to your first session, a minimum of 7 days’ notice is required.
The following cancellation charges will apply:
More than 7 days prior to first session                        no cancellation penalty
Less than 7 days prior to first session                         50% cancellation charge
All booking amendments/cancellations will be subject to a £25 admin fee

Once your programme has commenced, the payment is non-refundable.
If you can no longer attend your session on the planned date/time, sessions may be rescheduled at a mutually convenient time subject to the following notice timescale:

More than 7 days prior to the session        – can be rebooked to a mutually convenient day/time
Between 2-7 days prior to the session       – session can be rebooked subject to a £25 administration charge
Less than 48hours prior to the session      – session is forfeited