Terms and Conditions

By booking a service or course with Thaxted Pet Co., you agree to the following terms and conditions.

Bookings and payment

Your booking is only confirmed once payment has been received, unless otherwise agreed in advance.

Payment must be made by the method and within the timeframe stated at the time of booking.

Thaxted Pet Co. reserves the right to decline or cancel a booking where payment has not been received as agreed.

1-1 services

1-1 services may include behavioural consultations, training sessions, puppy consultations, home visits or other individually arranged services.

Sessions are tailored to the individual dog and their needs. The trainer may recommend further support, veterinary assessment, management strategies or an alternative service where appropriate.

Any reports, training plans or written recommendations included within a service will be provided within the timeframe agreed at the time of booking.

Cancellations and rescheduling

For 1-1 appointments, at least 48 hours’ notice is required to cancel or rearrange a session.

Where less than 48 hours’ notice is given, the full session fee may be charged.

Exceptions may be made in genuine or exceptional circumstances at Thaxted Pet Co.’s discretion.

Where Thaxted Pet Co. needs to cancel or rearrange an appointment, an alternative date will be offered where reasonably possible.

Late arrival

If you arrive late to a session, the session will normally still finish at the scheduled time so that subsequent appointments are not affected.

Where appropriate, the trainer may adapt the session to make the best use of the remaining time.

Course bookings

Courses are booked as a complete course unless otherwise stated.

Your place on the course is only confirmed once payment has been received.

Courses may be designed for dogs of varying ages and abilities. Dogs are assessed on an ability basis rather than age, and the trainer may recommend an alternative class or service if the course is not considered suitable for your dog.

PAYG spaces

PAYG (pay-as-you-go) spaces may be offered where availability allows and are subject to class capacity.

PAYG bookings are non refundable and cannot be transferred to another date or class if you are unable to attend, except where required by law or where Thaxted Pet Co. agrees otherwise at its discretion.

Missed course sessions

Course places are reserved specifically for the client and their dog. Once a course has been booked and paid for, that place is held for you and cannot normally be offered to another client.

For this reason, refunds are not normally given for individual course sessions that you are unable to attend, including where you are unable to attend due to illness, personal circumstances or other commitments.

Missed course sessions cannot normally be rearranged or transferred to another date or class.

In exceptional circumstances, Thaxted Pet Co. may, at its discretion, offer credit towards a future course instead of a refund. Any credit offered will be subject to the terms agreed at the time.

Course discounts

From time to time, Thaxted Pet Co. may offer discounts on courses at its discretion and in certain circumstances. Any discount offered will be subject to the specific terms agreed at the time of booking.

Where a discounted course price is offered on the basis that the full course is attended, the discount will only apply where all sessions included in the course are attended.

If a client chooses not to attend one or more sessions, the discount will be withdrawn and the standard individual session rate will become payable.

Refunds, credits and payment processing fees

Course bookings are subject to a payment processing fee of 2% of the total course price. This fee is included within the total price paid at the time of booking and is not an additional charge.

Refunds are not normally available where a client chooses or is unable to attend a course or individual course session, as the course place has been reserved specifically for them. Refunds will only be considered in exceptional circumstances, at the discretion of Thaxted Pet Co.

If a discount was applied to the original booking, this discount will be removed when calculating the value of any sessions already attended. The refund will therefore be calculated using the standard individual session rate for those sessions, rather than the discounted course rate.

The remaining balance will then be refunded, less the 2% payment processing fee.

Credit towards a future course is also not normally available simply because a client has missed one or more course sessions. However, in exceptional circumstances, Thaxted Pet Co. may, at its discretion, offer credit towards a future course instead of a refund.

Where credit is offered, the remaining credit available will be calculated in accordance with the terms agreed at the time.

Credit will be offered on a like-for-like basis, meaning credit issued in relation to a course can only be used towards a future course. It cannot be transferred or used towards other services, including 1-1 sessions, consultations or other individually booked services.

Any credit offered may not be transferred to another person or redeemed for cash unless otherwise agreed.

Nothing in these terms affects any statutory rights you may have as a consumer.

Dogs attending sessions and classes

All dogs must be suitable to attend the relevant training environment.

Please let us know before booking if your dog has a history of aggression, significant reactivity, guarding or any other behaviour that may affect the safety or comfort of other dogs or people.

We reserve the right to ask a dog to leave a group class if their behaviour presents a safety concern or is significantly disruptive to the class.

Dogs must be kept under control at all times and owners remain responsible for their dog throughout the session.

Health and vaccinations

Dogs attending sessions must be fit and well enough to participate in training.

Please do not bring your dog to class if they are displaying signs of an infectious illness, including vomiting, diarrhoea, coughing or other contagious conditions.

Owners are responsible for ensuring their dog is appropriately vaccinated and protected against contagious diseases.

If your dog has a medical condition, injury or other health concern that may affect their ability to participate, please discuss this with us before attending.

Training approach

Thaxted Pet Co. uses force-free, reward-based training methods.

No physical punishment, intimidation, aversive equipment or methods that cause fear, pain or distress are permitted during sessions or classes.

Children attending

Children are welcome where appropriate, but an adult must remain responsible for the dog at all times.

Children should be supervised throughout the session and should not be left responsible for handling a dog independently.

Home visits

Where a service takes place in your home, you are responsible for providing a safe environment for the trainer and ensuring that the dog can be managed safely during the visit.

Please let us know in advance about any circumstances within the home that may affect the safety or suitability of the session.

Safety and liability

While every reasonable precaution is taken, working with dogs involves inherent risks.

Owners are responsible for supervising their dog and following instructions and safety guidance given by the trainer.

Thaxted Pet Co. cannot accept responsibility for injury, illness, loss or damage caused by a dog’s behaviour where reasonable instructions and safety guidance have been followed.

Nothing in these terms excludes or limits liability where it would be unlawful to do so.

Behavioural outcomes

Behaviour change can vary between individual dogs and depends on a range of factors, including the dog’s history, environment, health, welfare and the consistency of training and management.

Thaxted Pet Co. cannot guarantee a particular behavioural outcome or timeframe.

Recommendations are made based on the information available at the time and may be adapted as your dog’s needs change.

Session support and communication

Where ongoing support is included as part of a service, this will be provided within the scope and timeframe agreed at the time of booking.

Additional support outside of the agreed service, including additional consultations, reports or extended messaging support, may be charged separately where appropriate.

Course content

The course programme may be adapted depending on the needs and abilities of the dogs attending.

While we aim to cover the advertised areas, individual exercises or session content may be changed where necessary to ensure the class remains safe, appropriate and beneficial for the group.

Photos and social media

Photos or videos may occasionally be taken during classes or sessions for Thaxted Pet Co.’s social media or marketing purposes.

Please let us know if you do not wish to be included.

Cancellation by Thaxted Pet Co.

In the unlikely event that Thaxted Pet Co. needs to cancel or significantly alter a course or service, affected customers will be contacted as soon as reasonably possible and an appropriate alternative or refund will be offered where applicable.

Agreement

By completing a booking, you confirm that you have read and accepted these terms and conditions.

Thaxted Pet Co. reserves the right to update these terms where necessary. The terms applicable to your booking will be those in place at the time of booking, unless otherwise required by law.

Pet Care Terms & Conditions

By booking or using pet care services provided by Thaxted Pet Co., you confirm that you have read, understood and agreed to these terms and conditions.

Pet and owner responsibilities

Clients are responsible for providing accurate and up-to-date information about their pet, including any relevant medical conditions, behavioural concerns, medication, allergies, fears, triggers or other circumstances that may affect the provision of care.

Clients must inform Thaxted Pet Co. of any known history of aggression, biting, escaping, guarding or other behaviour that could present a risk to people, other animals or the pet itself.

Dogs must be appropriately vaccinated and protected against contagious diseases, and must be microchipped as required by law.

Clients are responsible for ensuring that any equipment provided for their pet is safe, suitable and in good working condition.

Clients must provide clear and safe access to their property and ensure that gates, doors, fencing and other access points are secure.

Thaxted Pet Co. must be informed of any changes to the pet’s health, behaviour, circumstances or home environment that may affect the service.

Safety and suitability

The safety and welfare of the pets, clients, members of the public and Thaxted Pet Co. staff are a priority.

Thaxted Pet Co. reserves the right to decline, suspend or amend a service where a pet’s behaviour, health, physical ability or circumstances mean that the service can no longer be provided safely or appropriately.

Where appropriate, alternative arrangements or recommendations may be discussed with the client.

If a dog requires a muzzle for safety, the client must provide a suitable, properly fitted muzzle and ensure that the dog has been appropriately introduced to wearing it.

Thaxted Pet Co. will not use aversive or punitive equipment or methods.

Off-lead walking

Dogs will only be allowed off lead where the client has given clear permission and this has been agreed as part of the pet care arrangements.

Where a dog is walked on lead, the dog will remain on lead for the duration of the walk.

Thaxted Pet Co. may choose to keep a dog on lead, or alter the planned walk, where circumstances such as weather, livestock, wildlife, unfamiliar environments, other dogs or the dog’s behaviour mean that doing so is considered safer.

Equipment

Thaxted Pet Co. provides suitable leads, dog waste bags and treats where appropriate as part of the service.

If you do not wish your pet to receive treats, please let us know before services begin.

Clients are responsible for providing a suitable collar or harness with appropriate identification for dogs being walked. Dogs must be microchipped as required by law.

All client-provided equipment must be safe and in good working condition, with no splits, damage or faults that could make it unsafe to use.

If suitable equipment is not available, Thaxted Pet Co. may be unable to carry out the service and the booking may be treated as a cancellation.

Walking and visiting times

Regular walking and visiting times will be agreed with the client when services are arranged.

We aim to complete walks and visits within the agreed timeframe, but cannot guarantee an exact collection, drop off or arrival time.

For group walks, our usual collection window is between 9:00am and 12:00pm.

Solo walking and pet visit times may vary depending on the service and will be agreed at the time of booking.

Circumstances outside of our reasonable control, including traffic, weather, emergencies or unexpected delays, may occasionally affect usual timings. Where this happens, we will contact you where reasonably possible.

Changes to regular booking times are subject to availability and cannot always be accommodated.

Business and service hours

Our usual service and visiting hours are Monday to Thursday, 9am to 5pm.

Later visits may be available by arrangement and may incur an additional charge, which will be agreed at the time of booking.

Weekend visits and walks may also be available by prior arrangement and will incur an additional charge.

Availability outside of our usual hours is not guaranteed.

Weather and environmental conditions

Thaxted Pet Co. carries out walks and visits in a range of weather conditions.

However, the safety and welfare of the pet will always take priority.

In extreme conditions, including excessive heat, snow, ice, storms, flooding or other hazardous weather, we may shorten, alter or cancel a walk or visit where we believe continuing would be unsafe or inappropriate.

Where possible, we will discuss alternative arrangements with the client.

As walks often take place outdoors and in rural areas, dogs may become muddy or wet. We carry water and towels and will make reasonable efforts to clean excess mud before returning your dog home.

Clients understand that dogs may not always be completely clean or dry following an outdoor walk and are responsible for providing suitable instructions regarding where their dog should be left on return.

Health and illness

Please do not bring or allow your pet to attend a service if they are displaying signs of an infectious illness, including vomiting, diarrhoea, coughing or other potentially contagious symptoms.

Clients must inform Thaxted Pet Co. of any illness, injury, medication or other health concern that may affect the provision of care.

Where a pet becomes unwell during a service, we will contact the owner or emergency contact where possible and act in accordance with the emergency arrangements agreed with the client.

Emergencies and veterinary care

The client authorises Thaxted Pet Co. to take reasonable steps to protect the welfare of their pet in the event of an emergency.

We will make every reasonable effort to contact the client or nominated emergency contact as soon as possible.

If veterinary attention is required, Thaxted Pet Co. may arrange for the pet to be taken to the client’s nominated veterinary practice or another appropriate veterinary provider where necessary.

The client remains responsible for any veterinary fees, treatment costs or other expenses incurred on behalf of their pet.

Clients should provide up-to-date emergency contact details and veterinary information before services begin.

Property, access and keys

Clients are responsible for ensuring that Thaxted Pet Co. has safe and appropriate access to their property.

Where keys are provided, Thaxted Pet Co. will take reasonable care to keep them secure and will not identify them with the client’s address.

Clients may provide a key for us to retain for future services or arrange for keys to be collected or returned.

Where a key needs to be collected or returned outside Thaxted, an additional charge may apply depending on the distance involved.

Clients are responsible for ensuring that any key safe, lock, gate or other access system is working correctly.

If Thaxted Pet Co. is unable to gain access to the property due to a faulty key, lock, gate, key safe or other access issue, the scheduled service may be charged in full.

Cancellations

For individual services, including dog walks and pet visits, cancellations should be made at least 24 hours before the scheduled service.

Where less than 24 hours’ notice is given, a cancellation charge of 50% of the booked service fee may apply.

For bookings of 3 days or more, including longer periods of pet care, at least 72 hours’ notice is required for cancellations.

Where less than 72 hours’ notice is given, a cancellation charge of 50% of the booked services may apply.

If we arrive at the property and the pet is not there, access cannot be gained, or the client no longer requires the service without having cancelled within the required notice period, the full service fee will be payable.

Cancellation charges may be waived in genuine exceptional circumstances at Thaxted Pet Co.’s discretion.

Pet care payment terms

Pet care services, including dog walking, pet visits and other ongoing care services, will normally be invoiced after the services have been provided.

Payment is due upon receipt of the invoice and must be received within 7 calendar days of the invoice date, unless otherwise agreed in advance.

For cat sitting and other cat care bookings of 7 days or more, a 50% deposit is required to secure the booking.

The remaining balance will be invoiced after the services have been completed and must be paid within 7 calendar days of the invoice date, unless otherwise agreed.

For cat care bookings of less than 7 days, payment will normally be invoiced after the services have been completed and must be paid within 7 calendar days.

If an invoice remains unpaid after the payment deadline, Thaxted Pet Co. may suspend or decline future services until the outstanding balance has been paid.

If there is a genuine issue or dispute regarding an invoice, the client should contact Thaxted Pet Co. as soon as possible so that this can be discussed and resolved where appropriate.

Trial walks and introductory visits

Trial walks or introductory services may be required before regular walking or pet care services begin.

Trial walks of 30 minutes or more will be charged at the current applicable service rate.

A trial or introductory service does not guarantee that ongoing services will be offered. Suitability will be considered based on the needs and behaviour of the pet, the requirements of the client and Thaxted Pet Co.’s availability.

Changes to regular services

Regular bookings are arranged based on the availability and service requirements agreed at the time of booking.

Requests to change regular days, times, walk duration or frequency will be accommodated where reasonably possible but cannot be guaranteed.

Changes may require a new agreement regarding availability, pricing or the type of service provided.

Right to decline or discontinue services

Thaxted Pet Co. reserves the right to decline, suspend or discontinue services where:

• a pet presents a safety risk that cannot reasonably be managed
• information relevant to the safe provision of care has not been disclosed
• required equipment or access is not available
• the service is no longer suitable for the pet
• the client behaves abusively, threateningly or inappropriately towards Thaxted Pet Co. or its staff
• invoices remain unpaid beyond the agreed payment deadline
• continuing the service would otherwise place the welfare or safety of the pet, staff, other animals or members of the public at unreasonable risk.

Where reasonably possible, Thaxted Pet Co. will discuss the circumstances with the client before discontinuing an ongoing service.

Communication

Thaxted Pet Co. will normally communicate directly with the client who has booked the service.

Communication through a third party will only be accepted where the client has given permission or where this is necessary in an emergency or exceptional circumstance.

Clients are responsible for ensuring that their contact details and emergency contact information remain up to date.

Liability and responsibility

Reasonable care will be taken when providing pet care services. However, working with animals carries inherent risks and pets can behave unpredictably.

Thaxted Pet Co. cannot accept responsibility for loss, injury, escape or damage arising from circumstances outside our reasonable control, including a pet escaping due to a pre-existing fault or failure in the client’s fencing, gates, doors or other property infrastructure.

Clients remain responsible for damage caused by their pet to property, people or other animals where that damage results from the pet’s behaviour and is not caused by Thaxted Pet Co.’s negligence or failure to provide the service with reasonable care and skill.

Thaxted Pet Co. cannot guarantee that a pet will not become ill, injured, distressed, escape or experience another unforeseen event while receiving care. We will, however, take reasonable care and follow the instructions and information provided by the client.

Nothing in these terms excludes or limits any liability that cannot legally be excluded or limited, including liability arising from negligence where the law does not permit it to be excluded.

Pet behaviour

Clients must provide honest and accurate information about their pet’s behaviour.

Where a pet displays behaviour that was not disclosed and which creates a safety concern, Thaxted Pet Co. may alter, suspend or discontinue the service.

Where appropriate, we may recommend additional behavioural support, veterinary assessment, management strategies or alternative care arrangements.

Client property and damage

Thaxted Pet Co. will take reasonable care when entering and working within a client’s home.

Clients understand that pets may occasionally cause damage to household items, furniture, flooring, doors or other property while unattended.

Thaxted Pet Co. will not normally be responsible for damage caused by a pet’s own behaviour.

Clients should inform us of any areas of the home that their pet should not have access to.

Insurance and veterinary costs

Clients are responsible for maintaining appropriate pet insurance where they choose to do so.

The client remains responsible for veterinary treatment, medication, transport, emergency care and other costs incurred for their pet, including where these arise unexpectedly during a pet care service.

Changes to these terms

Thaxted Pet Co. may update these terms where reasonably necessary, including where services, business practices or legal requirements change.

The terms applicable to a booking will normally be those in place when the booking is made.

Any significant changes affecting an ongoing service will be communicated to clients where reasonably possible.

Agreement

By booking or continuing to use pet care services provided by Thaxted Pet Co., the client confirms that they have read and accepted these terms and conditions.

These terms should be read alongside any individual pet care agreement, booking information or specific arrangements agreed between the client and Thaxted Pet Co.