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By booking with Puppy Plus, you confirm that you have read, understood, and agree to abide by the following terms and conditions. These policies are in place to support the safety and welfare of everyone involved — humans and dogs alike.
Last updated: August 2026
Next review: August 2027
By booking a service with Puppy Plus, you confirm that you have read and agree to these Terms & Conditions. These terms are in place to help us provide our services fairly and consistently while protecting the safety and welfare of the dogs and people attending Puppy Plus.
Cancellation Policy - Courses
Course places are limited and booking reserves a space for you and your dog for the full course. If you change your mind or decide not to attend after booking, please let us know as soon as possible. Course fees are normally non-refundable where your reserved place cannot reasonably be refilled.
Where sufficient notice is given, Puppy Plus will make reasonable efforts to refill the place with a suitable dog and client. If we are able to refill the place and avoid the loss associated with your cancellation, this will be taken into account when determining any refund due.
Course places cannot normally be transferred to another person or dog. Our courses run over several weeks and dogs are selected and managed with the needs and suitability of the group in mind. Once a course has started, individual sessions that you are unable to attend cannot normally be transferred, rescheduled or refunded.
Exceptional circumstances will be considered reasonably on an individual basis.
If Your Dog Cannot Cope With a Class
Not every dog finds a group class environment comfortable. If your dog is struggling to settle or we believe that continuing in the class is not in their best interests, we will discuss the most appropriate alternative with you. Depending on the individual circumstances, we may: transfer some or all of the remaining value of the course towards one-to-one training; offer alternative one-to-one sessions, which may involve an additional charge; refund the unused part of the course; or agree another suitable arrangement.
Any alternative arrangement and any additional cost will be discussed and agreed with you before changes are made.
Our priority will be finding an arrangement that is appropriate for your dog's welfare rather than expecting them to continue in an unsuitable class environment.
Cancellation Policy - One-to-One Training and Behaviour Consultations
Appointments can be rescheduled online up to 48 hours before your appointment using the link provided in your booking confirmation or reminder email.
Reminder emails are normally sent 72 hours before your appointment to allow time for changes where necessary.
If you cancel or reschedule with less than 48 hours' notice, the full session fee will normally be payable where we are unable to refill the appointment. If we are able to refill the appointment or otherwise avoid the loss, this will be taken into account.
Failure to attend an appointment without notice will normally result in the full session fee being payable.
We understand that genuine emergencies and exceptional circumstances happen and these will be considered reasonably on an individual basis.
Cancellation Policy - Workshops and Special Events
Booking and payment secures your place. Places are limited and your booking reserves that space for you.
Our normal cancellation arrangements are:
More than 60 days before the event: full refund.
28–60 days before the event: 50% refund.
Less than 28 days before the event: no refund will normally be available where we are unable to refill your place.
If you are unable to attend, you are welcome to transfer your place to another suitable person, provided you let Puppy Plus know in advance and provide the new attendee's details. Where the workshop involves bringing a dog, we may need to confirm that the replacement dog is suitable for that particular workshop before agreeing to the transfer.
If you cancel and we are able to refill your place, this will be taken into account when determining any refund due.
Where a separate booking deposit has been taken, the deposit is normally non-refundable, provided that the amount retained reasonably reflects the costs or losses associated with the cancellation.
Exceptional circumstances will be considered reasonably on an individual basis. Nothing in this Cancellation Policy affects your statutory consumer rights.
Terms & Conditions
1. Fees and Bookings Full payment through our online booking system normally secures your appointment or place on a course, class, workshop or event. Prices and any additional charges will be made clear before booking. Please provide accurate information when booking and tell us about anything that may affect your dog's ability to participate safely or comfortably.
2. Dogs Attending Puppy Plus You are responsible for the management and control of your dog while attending Puppy Plus.
Dogs must be kept on a lead unless a member of Puppy Plus staff gives permission for the lead to be removed.
Please do not allow your dog to approach another dog or person without permission.
Some dogs attending Puppy Plus may be worried by dogs or people, require additional space or be working through behavioural difficulties.
Please follow instructions from Puppy Plus staff regarding distance, positioning, entering or leaving the premises and other management arrangements.
3. Welfare The physical and emotional welfare of dogs attending Puppy Plus is extremely important to us. We reserve the right to adapt or stop an activity if we believe continuing would compromise the welfare or safety of a dog or person. Please tell us about any illness, injury, pain, mobility difficulty or other health concern that could affect your dog's participation. Our car park has limited shade. In warm weather, dogs waiting in vehicles must be kept appropriately cool, with adequate ventilation, water and shade or suitable vehicle coverings where required. If we believe a dog's welfare is being compromised, we may ask the owner to remove the dog from the situation or take them home.
4. Training Methods and Equipment Puppy Plus is a welfare-first organisation. We use kind, reward-based, evidence-informed training and behaviour modification methods. We do not permit the use of equipment or methods intended to cause pain, fear or intimidation during Puppy Plus sessions. This includes: electric/shock collars; spray collars; prong collars; check/choke chains; pet correctors; rattle cans; water sprays used as punishment; alpha rolls; harsh physical handling; and shouting or other intimidating verbal corrections. If we see equipment or handling that concerns us, we will raise this privately and respectfully and offer guidance on appropriate alternatives.
Equipment such as harnesses, head collars and other management equipment should be appropriately fitted and suitable for the individual dog. We may advise that equipment is adjusted or changed where we have welfare or safety concerns.
5. Dog Waste Owners are responsible for picking up after their dogs while on Puppy Plus premises. Please place dog waste in the bins provided.
6. Health and Safety Everyone attending Puppy Plus must follow reasonable health and safety instructions given by staff or displayed on the premises. In an emergency, including a fire or evacuation, please follow staff instructions and the relevant evacuation procedure immediately.
7. Vaccination and Infectious Disease Dogs attending classes should be appropriately protected against infectious disease. Please provide a vaccination record or titre-test result before or at the first session where requested.
Please do not bring your dog to Puppy Plus if they are showing signs of an infectious illness or have recently been exposed to a contagious disease without discussing this with us first. Where appropriate, puppies may participate before completion of their full vaccination course following suitable veterinary advice and risk assessment.
8. Behaviour and Safety Information Please tell us about any behaviour that could affect the safety or welfare of your dog, other dogs or people attending Puppy Plus. This includes previous bites, aggression, significant fear, guarding behaviour, escape behaviour or difficulty being handled. Providing accurate information helps us arrange sessions appropriately and does not mean that your dog will automatically be excluded from a service. Where necessary, we may recommend additional management measures or an alternative type of appointment to make participation safer and more comfortable.
9. Children and Other Attendees Children are welcome to attend Puppy Plus sessions where this is appropriate for the particular service, dog and circumstances. Children under 18 must be appropriately supervised by a responsible adult.
Please let us know in advance if children or additional people will be attending, particularly where this may affect how we arrange the session or support your dog. For safety or welfare reasons, we may occasionally recommend that a child or other person does not participate directly in a particular activity, or that their participation is arranged differently. We will consider individual circumstances and any reasonable adjustments that may be required.
10. Photographs and Video We may occasionally take photographs or video during Puppy Plus activities. Where identifiable photographs or video of clients are intended for promotional, website or social-media use, we will ask for permission. You are free to decline permission and this will not affect your access to Puppy Plus services. Permission can be withdrawn for future use by contacting us. We may not always be able to remove material that has already been lawfully published or distributed.
11. Veterinary and Other Professional Involvement Physical health and behaviour are closely connected. Where appropriate, we may recommend veterinary assessment or input from another suitably qualified professional. At Puppy Plus, we do not diagnose medical conditions or prescribe veterinary treatment. Diagnosis and veterinary treatment fall within the remit of your veterinary surgeon in accordance with the Veterinary Surgeons Act 1966.
Behavioural recommendations provided by Puppy Plus do not replace veterinary diagnosis or treatment. Where appropriate and permitted, we may communicate with your veterinary surgeon or another professional involved in your dog's care.
12. Training and Behaviour Outcomes Dogs are individuals and we cannot guarantee a particular training or behavioural outcome. Progress can be affected by many factors, including physical health, emotional wellbeing, previous learning, environment, genetics and the opportunities available for implementing management and training recommendations. Puppy Plus will provide professional guidance and support, but responsibility for your dog's day-to-day care and management remains with you.
13. If Puppy Plus Cancels Occasionally, Puppy Plus may need to cancel, postpone or rearrange a class, appointment, course, workshop or event because of illness, severe weather, unsafe travel conditions, venue problems or other circumstances genuinely outside our reasonable control. The safety and welfare of clients, dogs and staff will be taken into account when deciding whether a session can safely go ahead.
Where possible, a session affected by severe weather or other circumstances outside our control will be rescheduled or an appropriate alternative arrangement offered, rather than cancelled. We will contact affected clients as soon as reasonably possible using the contact details provided when booking. If Puppy Plus is ultimately unable to provide the booked service or a suitable alternative, any payment relating to the service we have been unable to provide will be refunded. Puppy Plus will not be responsible for additional losses or expenses arising from circumstances genuinely outside our reasonable control, except where the law requires otherwise.
14. Liability We take reasonable care to provide a safe environment and deliver our services with appropriate care and skill. Dogs are animals and their behaviour cannot always be predicted. Owners remain responsible for the management and control of their dogs and for following reasonable safety instructions provided by Puppy Plus.
Puppy Plus will not be responsible for loss, damage, injury or illness arising from circumstances outside our reasonable control or from a client's failure to follow reasonable safety or management instructions.
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, or affects your statutory consumer rights.
15. Data Protection and Privacy We take the privacy and security of personal information seriously. Personal information is collected, used, stored and shared where appropriate in accordance with UK data protection law and our Privacy Notice. Please see our Privacy Notice for full information about how we handle personal information and your data protection rights.
16. Complaints We want clients to feel able to raise concerns with us. If you are unhappy with any aspect of a Puppy Plus service, please contact us so that we have an opportunity to understand and respond to your concerns. Our full complaints procedure is available in our Complaints Policy.
17. Website Content and Copyright Unless otherwise stated, Puppy Plus owns or has permission to use the written materials, handouts, training resources, photographs, graphics and other original content provided through our website and services. Materials provided to clients are for personal use unless we have agreed otherwise. Please do not reproduce, distribute, publish or use Puppy Plus materials commercially without permission.
Links to third-party websites and resources may occasionally be provided for information. Puppy Plus is not responsible for the content or privacy practices of external websites.
18. Changes to These Terms We may update these Terms & Conditions from time to time to reflect changes in our services, business practices or legal requirements. The terms applying to a booking will normally be those in force when the booking was made, unless a change is required by law or otherwise agreed with you.
19. Contact If you have any questions about these Terms & Conditions,
please contact: Emma Stoker Puppy Plus Training & Behaviour Services
Email: emma@puppyplus.co.uk