Terms and Conditions

    1. Booking, Payment & Commencement of Services
 1.1 Full payment is required at the time of booking unless an agreed
payment plan has been confirmed in writing.
 1.2 Payment secures a dedicated place within the diary and marks the
commencement of professional services. By booking and making payment,
the Client expressly requests that Through Eyes of Dogs begins providing
services immediately, including before the expiry of any applicable statutory
cooling-off period. Professional work may include, but is not limited to:
• Reviewing submitted questionnaires, forms, videos and supporting
documentation.
• Assessing behavioural and relevant medical history.
• Professional case assessment and planning.
• Communication and correspondence.
• Scheduling appointments.
• Liaison with veterinary surgeons and other relevant professionals, where
appropriate.
 1.3 Where applicable under UK consumer law, Clients have a statutory 14-
day cooling-off period.
 1.4 If the Client exercises their statutory right to cancel during the applicable
cooling-off period, any refund will be reduced to reflect the professional
work already completed before cancellation.
 1.5 Once the statutory cooling-off period has expired, payments are non-refundable.
    2. Services
 2.1 Services may include, but are not limited to:
• Behaviour Consultations
• Behaviour Packages
• Dynamic Dog Assessments
• One-to-One Training
• Group Training
• Follow-Up Sessions
• Online Behavioural Support
• Pet Sitting
• Welfare Check-In Visits
 2.2 Through Eyes of Dogs will provide all services with reasonable care,
professional skill and judgement, in accordance with current scientific
evidence, recognised welfare standards, applicable UK legislation and
professional best practice.
 2.3 Animal welfare will always take priority over progression of training or
behavioural modification.
 2.4 Behaviour and training programmes are dynamic. As new information
becomes available through consultation, Dynamic Dog Assessment,
veterinary investigations or ongoing assessment, recommendations may
change. The Client acknowledges that the programme may differ from the
original plan where necessary to protect welfare, reduce risk or achieve the
best outcome.
 2.5 Through Eyes of Dogs retains sole professional discretion regarding the
progression, suspension or modification of any programme.
Recommendations are based upon professional judgement, welfare
considerations, veterinary advice and ongoing assessment.
 2.6 Digital Products & Online Learning
Through Eyes of Dogs also provides digital products and educational
services, including but not limited to online courses, live webinars, recorded
webinars, downloadable resources and educational materials.
 2.7 Unless otherwise stated, access to digital products and online learning
materials is granted solely to the purchaser and must not be shared, copied,
reproduced, distributed, sold or made available to any third party.
 2.8 Digital products and online learning materials are provided for
educational purposes only and do not constitute individual behavioural or
veterinary advice unless expressly stated.
 2.9 Due to the nature of digital content, refunds are not available once
access has been granted or the content has been downloaded or
streamed, except where required by applicable UK consumer law.
 2.10 Through Eyes of Dogs reserves the right to update, amend or improve
digital content from time to time without prior notice.
    3. Veterinary Partnership
 3.1 Through Eyes of Dogs works exclusively alongside the dog’s primary
veterinary practice and, where appropriate, veterinary specialists.
 3.2 All behaviour and training services are provided on the understanding
that the dog has been referred by, or is under the care of, a veterinary
surgeon. This collaborative approach helps ensure the dog is fit, healthy and
able to participate in training or behavioural modification safely and from a
welfare perspective.
 3.3 Through Eyes of Dogs works in accordance with its professional
accreditations, insurance requirements and ethical responsibilities. Where
these require veterinary involvement, further investigation or suspension of
behavioural work, these requirements take precedence.
 3.4 The Client agrees to provide relevant veterinary history, reports,
diagnostic findings and treatment updates where reasonably requested.
3.5 The Client consents to Through Eyes of Dogs communicating with their
veterinary surgeon and, where appropriate, other professionals involved in
the dog’s care where this is necessary to support assessment, treatment
planning and the dog’s welfare.
 4. Client Responsibilities
The Client agrees to:
• Provide complete, accurate and honest information.
• Disclose all known behavioural concerns, including any history of
aggression, biting or reactivity.
• Disclose all known or suspected medical concerns.
• Inform Through Eyes of Dogs of any significant changes to the dog’s
behaviour or health.
• Follow agreed management and safety advice.
• Implement agreed training and behaviour plans consistently.
• Inform Through Eyes of Dogs of any changes to veterinary
recommendations or treatment.
 4.2 Where relevant information is withheld, omitted or later found to be
inaccurate, Through Eyes of Dogs reserves the right to amend, suspend or
withdraw services.
 4.3 Professional fees remain payable for work already undertaken.
 4.4 Behavioural and training outcomes cannot be guaranteed. Progress
depends on a range of factors including health, pain, genetics, previous
learning history, environment, emotional state and the consistent
implementation of professional advice.
    5. Appointments
 5.1 Appointments will be arranged once all required documentation has
been completed.
 5.2 The Dynamic Dog Assessment should normally be completed within two
weeks of the initial consultation unless otherwise agreed.
 5.3 Delays in progressing agreed stages of the programme may affect
appointment availability and the overall progression of the case.
 5.4 Appointments may be rearranged with a minimum of 48 hours’ notice.
 5.5 Where less than 48 hours’ notice is provided, or where the Client fails to
attend, arrives too late for the appointment to proceed safely or cancels on
the day, that appointment will be deemed to have been used and cannot
be refunded or rearranged.
 5.6 Through Eyes of Dogs reserves the right to rearrange appointments due to
illness, emergencies, adverse weather or circumstances beyond reasonable
control.
    6. Active Support Period
 6.1 Behaviour & Training packages include an active support period of 8
weeks from the date of the initial consultation unless otherwise agreed in
writing.
 6.2 The Client is responsible for engaging with the programme, completing
agreed actions and arranging follow-up appointments within the active
support period. Through Eyes of Dogs does not routinely chase Clients to
progress their programme.
 6.3 Delays in submitting videos, arranging follow-up appointments or
completing agreed actions may affect the progression of the programme
and appointment availability.
 6.4 Where the Client has not responded or arranged the next stage of their
programme within 14 days of being invited to do so, Through Eyes of Dogs
may issue an inactivity reminder.
 6.5 If no response is received within a further 7 days, the case may be closed
and a discharge letter issued.
 6.6 Any unused appointments, follow-up sessions or support included within
the package will expire upon discharge and are non-refundable.
 6.7 Should the Client wish to recommence support following discharge, a
further consultation, reassessment or follow-up appointment may be required
and charged at the current rate.
    7. Medical, Pain & Welfare
 7.1 Through Eyes of Dogs does not diagnose or treat medical conditions.
Responsibility for diagnosis and medical treatment remains with the
attending veterinary surgeon.
 7.2 Behaviour may be significantly influenced by pain, discomfort or
underlying medical conditions. Identifying and addressing these factors is
essential to safeguard welfare and ensure the most appropriate treatment
plan.
 7.3 Where pain, discomfort or an underlying medical condition is suspected
or identified through veterinary examination, pain-relief trial, Dynamic Dog
Assessment or at any stage during the programme, training and behavioural
modification will be paused until appropriate veterinary investigation and/or
treatment has been completed.
 7.4 Where the Dynamic Dog Assessment identifies movement abnormalities,
gait asymmetry, altered posture, reduced range of movement or any
findings suggestive of pain or discomfort, the Client agrees to seek
appropriate veterinary investigation before training or behavioural
modification can continue.
 7.5 Where a veterinary surgeon recommends further investigation, treatment,
referral or follow-up, the Client agrees to pursue this advice. Failure to do so
may result in services being suspended or discontinued.
 7.6 During any medical pause, support may be limited to management
strategies designed to reduce risk, maintain safety and protect the welfare of
the dog and those around them.
 7.7 Professional fees remain payable for work already undertaken where
services are paused or discontinued due to medical or welfare concerns.
    8. Risk & Liability
 8.1 The Client remains legally responsible for their dog at all times.
 8.2 Working with dogs displaying behavioural concerns carries an inherent
level of risk. Through Eyes of Dogs provides professional guidance designed
to reduce risk but cannot eliminate it entirely.
 8.3 Risk assessments, management strategies and safety recommendations
will be provided where appropriate. The Client remains responsible for
implementing these recommendations consistently.
 8.4 Failure to follow professional advice or agreed management strategies
may increase the risk of injury, damage or further behavioural deterioration.
 8.5 Through Eyes of Dogs accepts no liability for injury, loss or damage arising
where professional advice, written recommendations or agreed
management strategies have not been followed.
 8.6 Through Eyes of Dogs accepts no liability for injury, loss or damage
caused by the dog except where directly resulting from proven negligence.
    9. Safety & Legal Responsibilities
 9.1 Where a dog presents an unacceptable risk to people or other animals,
Through Eyes of Dogs may modify, suspend or discontinue services.
 9.2 Where there is a legal or safeguarding obligation, Through Eyes of Dogs
reserves the right to share relevant information with the appropriate
authorities.
 9.3 The Client remains responsible for ensuring compliance with all
applicable UK legislation relating to dog ownership, control and welfare.
    10. Withdrawal of Services
Through Eyes of Dogs reserves the right to suspend or terminate services
where:
• Animal or human welfare is compromised.
• Veterinary recommendations are not followed.
• Relevant information has been withheld.
• Outstanding payments remain unpaid.
• Professional advice is repeatedly disregarded.
• The case falls outside the scope of the service.
• The Client behaves in an abusive, threatening, intimidating,
discriminatory or otherwise inappropriate manner towards Through Eyes
of Dogs or any associated professional.
Professional fees for work already undertaken remain payable.
    11. Communication
 11.1 Communication between appointments is welcomed within the agreed
support period.
 11.2 Through Eyes of Dogs is not an emergency service. In the event of a
medical emergency or immediate welfare concern, the Client should
contact their veterinary surgeon without delay.
 11.3 Typical response times are within two working days.
    12. Professional Standards
 12.1 Through Eyes of Dogs provides behaviour and training services within the
practitioner’s professional qualifications, experience, insurance requirements,
recognised scope of practice and applicable professional standards.
 12.2 Veterinary diagnosis, prescribing and medical treatment remain the
responsibility of the attending veterinary surgeon.
 12.3 Through Eyes of Dogs is committed to providing services with reasonable
care, professional skill and integrity in accordance with current scientific
evidence, recognised welfare standards and applicable UK legislation.
 12.4 Where appropriate, and with the Client’s consent, Through Eyes of Dogs
may liaise with veterinary surgeons, veterinary specialists or other suitably
qualified professionals involved in the dog’s care where this is considered
beneficial to the dog’s welfare or behavioural programme.
    13. Recording, Photography & Intellectual Property
 13.1 Through Eyes of Dogs may request permission to photograph, video or
audio record consultations, training sessions or assessments for clinical,
educational, insurance or record-keeping purposes. No recording will take
place without the Client’s explicit consent.
 13.2 Clients are welcome to request permission to photograph, video or
audio record consultations or training sessions for their own personal use.
Permission should be obtained before any recording takes place.
 13.3 Recordings made by either party must not be edited, published or
shared in a way that misrepresents the advice given or breaches the privacy
of any individual without their explicit consent.
 13.4 Reports, Behaviour Management Plans, Dynamic Dog Assessments,
training plans, handouts, educational resources, videos and all other
materials produced by Through Eyes of Dogs remain the intellectual property
of Through Eyes of Dogs unless otherwise agreed in writing.
 13.5 These materials are provided solely for the Client’s personal use and
must not be copied, reproduced, distributed, sold, adapted or used for
commercial purposes without prior written permission.
    14. Data Protection & Privacy
 14.1 Through Eyes of Dogs stores personal information securely in
accordance with the UK General Data Protection Regulation (UK GDPR) and
the Data Protection Act 2018.
 14.2 Personal information will only be used for the purposes of delivering the
agreed services, meeting legal obligations and maintaining professional
records.
 14.3 With the Client’s consent, relevant information may be shared with
veterinary surgeons or other professionals involved in the dog’s care where
necessary to support the dog’s welfare or behavioural programme.
 14.4 Through Eyes of Dogs is registered with the Information Commissioner’s
Office (ICO). Registration Number: ZC094110.
    15. Complaints
 15.1 Through Eyes of Dogs is committed to providing a high standard of
service. If the Client has any concerns regarding the service provided, they
are encouraged to raise them as soon as reasonably possible so that every
opportunity can be given to resolve the matter promptly and fairly.
    16. Force Majeure
Neither party shall be liable for any failure or delay in fulfilling their obligations
where prevented by circumstances beyond their reasonable control.
    17. Governing Law
These Terms and Conditions are governed by the laws of England and Wales,
and any disputes shall be subject to the exclusive jurisdiction of the courts of
England and Wales.
Final Acknowledgement
By booking and engaging services with Through Eyes of Dogs, the Client
confirms that they:
• Have read, understood and accepted these Terms and Conditions.
• Are legally responsible for the dog(s) receiving the service.
• Agree to provide accurate and honest information throughout the
programme.
• Understand that animal welfare will always take priority.
• Agree to work collaboratively with Through Eyes of Dogs and, where
appropriate, their veterinary surgeon and other professionals involved in
the dog’s care.
• Accept responsibility for implementing the advice, management
strategies and recommendations provided throughout the programme.