Through Eyes of Dogs
Behaviour & Training Service Agreement & Terms and Conditions Updated April 2026
Between: Through Eyes of Dogs / Harriet Newman-Rose
and The Client (“Customer”)
By booking and engaging services, the Customer agrees to the terms below.
- Cooling-Off Period & Commencement of Services
1.1 Where services are booked remotely (online or via phone), the Customer has a statutory 14-day cooling-off period.
1.2 By booking and making payment, the Customer agrees that Through Eyes of Dogs may begin work on their case prior to the end of the 14-day cooling-off period. This includes, but is not limited to, review of submitted information, case assessment, professional preparation, communication and scheduling.
1.3 If the Customer cancels within the 14-day cooling-off period, a refund may be provided minus reasonable costs for professional time already undertaken.
1.4 After the 14-day cooling-off period has passed, refunds are not provided, as professional time, scheduling and case allocation have been committed.
- Services Provided
2.1 Services may include Behavioural Consultations, Behavioural Assessments, Follow-Up Support, 1-2-1 Training, Group Training and online behavioural services.
2.2 Through Eyes of Dogs will provide services with reasonable care, skill and professional judgement, in accordance with current welfare standards, legislation and best practice.
2.3 Where client requests conflict with welfare obligations or legislation, welfare and legal responsibilities take priority.
- Customer Responsibilities & Disclosure
3.1 The Customer agrees to:
- provide full, accurate and honest information
- disclose all relevant behavioural history, including any aggression, biting, reactivity or safety concerns
- disclose any known or suspected medical concerns
- follow management and safety guidance
- implement training and behavioural plans consistently
3.2 The Customer confirms that all information provided is accurate to the best of their knowledge.
3.3 Where relevant information is withheld, omitted or later found to be inaccurate, Through Eyes of Dogs reserves the right to:
- amend or withdraw services
- require reassessment
- retain fees for professional time already undertaken
3.4 Refunds will not be provided where non-disclosure has impacted the suitability, safety or delivery of the service.
3.5 Behavioural outcomes cannot be guaranteed. Progress depends on multiple factors including health, environment, history, emotional state and consistency of implementation.
- Booking, Payment & Scheduling
4.1 Payment secures a dedicated space within the Through Eyes of Dogs schedule. This includes reserved diary time, case allocation and professional preparation.
4.2 Appointment dates will be arranged once all required forms and history information have been completed.
4.3 Through Eyes of Dogs reserves the right to delay or withhold booking of an appointment until sufficient information has been provided.
4.4 The Customer acknowledges that booking a service removes availability for other clients.
4.5 Payment terms are outlined on the invoice. Outstanding balances remain payable for services already delivered.
- Cancellations, Rescheduling & Refunds
5.1 Appointments may be rescheduled with a minimum of 48 hours’ notice.
5.2 Where less than 48 hours’ notice is given, a cancellation fee of 50% of the session value will apply.
5.3 Failure to attend an appointment or same-day cancellation will result in 100% of the session fee being retained.
5.4 Where the Customer chooses to withdraw from services after booking or after services have commenced, fees are non-refundable.
5.5 Fees are retained proportionate to professional time already undertaken, including (but not limited to) case review, assessment of submitted information, preparation, communication, scheduling and reserved diary time.
5.6 Where cancellation occurs, any refund provided will reflect the portion of the service not yet delivered.
5.7 Where significant professional time has already been undertaken, or diary space has been reserved and cannot be reallocated, only a limited or no refund may be applicable.
5.8 Through Eyes of Dogs may use discretion in exceptional circumstances.
5.9 If Through Eyes of Dogs cancels due to illness, emergency or unsafe conditions, an alternative appointment will be offered.
- Duration, Support & Reassessment
6.1 Behaviour packages include an active support period of 6 weeks from the initial consultation unless otherwise agreed in writing.
6.2 Behavioural change may take longer than this period. Ongoing support beyond this timeframe may require additional sessions or services.
6.3 Remote support and follow-ups must be used within this period. Unused support will expire and is non-refundable.
6.4 Where services are paused due to medical or welfare concerns, they may be resumed by agreement.
6.5 If paused for longer than 3 months, reassessment may be required and additional fees may apply.
6.6 Where behaviour or circumstances have significantly changed, reassessment may be required.
- Medical, Pain & Welfare Clause
7.1 Behaviour may be influenced by pain or underlying medical conditions.
7.2 Through Eyes of Dogs does not diagnose medical conditions and will refer to a veterinary professional where appropriate.
7.3 Where pain or medical concerns are suspected, behavioural work may be paused pending veterinary investigation.
7.4 Where a medical contribution is identified, behavioural work may be limited to welfare and safety-based strategies.
7.5 Fees cover professional time already undertaken and are non-refundable in these circumstances.
- Risk, Liability & Responsibility
8.1 The Customer remains legally responsible for their dog at all times.
8.2 The Customer acknowledges that working with dogs displaying behavioural concerns, including aggression, carries inherent risk. Through Eyes of Dogs provides guidance to reduce risk but cannot eliminate it entirely.
8.3 Through Eyes of Dogs accepts no liability for injury, loss or damage caused by the dog(s), except where directly resulting from proven negligence.
8.4 Failure to follow professional advice, management strategies or safety guidance may increase risk and may void liability.
- Aggression, Safety & Legal Duties
9.1 Where a dog presents a risk to people or other animals, Through Eyes of Dogs may modify, restrict or discontinue services.
9.2 Where there is a legal obligation or significant concern for public safety, appropriate authorities may be notified in line with legal and professional duties, including under the Dangerous Dogs Act 1991.
9.3 The Customer remains responsible for ensuring compliance with all relevant legislation.
- Withdrawal of Services
10.1 Through Eyes of Dogs reserves the right to withdraw or discontinue services where:
- safety or welfare concerns arise
- professional advice is not being followed
- relevant information has not been disclosed
- the case falls outside the scope of the service
10.2 In such cases, fees for work already undertaken remain payable and are non-refundable.
- Safeguarding
Through Eyes of Dogs prioritises human safety and welfare.
Where there is reasonable concern that:
- a child or vulnerable person may be at risk
- safety guidance is not being followed
- risk is not being appropriately managed
Through Eyes of Dogs reserves the right to:
- discontinue services
- raise safeguarding concerns with appropriate agencies where necessary
- Communication & Support Boundaries
12.1 Communication between sessions is welcomed.
12.2 This is not an emergency service.
12.3 Typical response times are within 24–48 hours during working days.
- Data Protection & Privacy
13.1 Through Eyes of Dogs stores case information securely in accordance with UK GDPR and the Data Protection Act 2018.
13.2 Information may be shared with veterinary or relevant professionals where necessary for the dog’s welfare, with client consent where possible.
13.3 Through Eyes of Dogs is registered with the Information Commissioner’s Office (ICO), registration number ZC094110.
13.4 Data is retained only as necessary for legal, financial and professional record-keeping.
- Photography & Video
Images or video will only be used where explicit consent has been provided. No identifying information will be shared without permission.
- Force Majeure
Neither party is liable for failure to perform due to circumstances beyond reasonable control.
- Governing Law
This Agreement is governed by English Law and subject to the jurisdiction of the courts of England & Wales.
Final Acknowledgement
By agreeing to these Terms, the Customer confirms that:
- they have read, understood and accepted these Terms
- they are legally responsible for the dog(s) concerned
- they agree to follow professional guidance to support safety and welfare
