1.1 Once contact has been made via an online form, email or via phone and a behaviour session has been booked. An invoice will be issued. The outstanding amount is required in full within 48 hours. If payment is not received within this time, your booking will be cancelled and the slot will become available for other clients. 1.2 A Training Agreement, including a liability waiver must be signed and returned at least 24hrs before the first session otherwise, the booking will be void. This can be done electronically or printed, scanned and returned. 1.3 It is the client’s responsibility to fill out the required forms to their best knowledge and to be truthful about the true nature of their pet in order to keep all parties safe.

2.1 POPPY’S POSITIVE POOCHES reserves the right to cancel/rearrange a session due to extreme weather conditions. Where appropriate, sessions may be moved online. ​ 2.2 Cancellations are defined as an appointment which cannot be attended at the specified date, location and time agreed upon booking. 24hrs notice is required for cancellation, or if client is not present at the time of scheduled appointment, the session fees are forfeited. If a package deal is selected, the missed session will be deducted from total sessions. ​Sessions which are cancelled due to illness with the client or the client's dog can be considered for rearrangement if notice is given. 2.3 Please ensure dogs are kept away from the front door and contained in a safe place (in your home) or in your car (if meeting outside) upon arrival. If you have any concerns about your dog’s behaviour toward meeting people, it is entirely your responsibility to ensure you and anyone present are safe (including other pets). Including taking the necessary precautions (e.g. muzzling your dog, keeping them on a leash, separating them from other pets, etc.). It is vital that sensible safety precautions are taken to extinguish any risk of injury. ​ 2.4 If your dog has a bite history with people and/or animals you must declare this before your behaviour consultation. If accidents or injury occurs during the sessions, these must be reported immediately.

3.1 Additional questions may be asked following sessions, should clients require them, however, the level of contact must be reasonable, conducted during working hours, and not exceed one hour between sessions. After this, POPPY’S POSITIVE POOCHES reserves the right to charge for her time or refuse additional support, if the requests are deemed unreasonable. ​ 3.2 Poppy is reachable through the contact details provided on her website during the stated office hours. She is not accessible outside of these hours.

4.1 If the dog is deemed unsafe, the client has been untruthful about the nature of the dog, or has not taken the necessary safety precautions, POPPY’S POSITIVE POOCHES retains the right to refuse service to the client. ​ 4.2 If the client cancels or reschedules a session more than three times without appropriate notice, POPPY’S POSITIVE POOCHES reserves the right to refuse further sessions. ​ 4.3 POPPY’S POSITIVE POOCHES retains the right to refuse service if a client is found to be using aversive or punitive tools outside of training sessions.

5.1 Children and family members are welcome to join the sessions. It is the responsibility of the parent/carer to deem if the nature of the discussion is appropriate for children. Poppy takes no responsibility for children before, during or after the sessions take place. ​ 5.2 At least one adult (over the age of 18) must be in control of the dog at all times. No child should be expected or allowed to take responsibility for the dog.

6.1 If appropriate, Poppy will make product recommendations for your pet. Unless stated, Poppy is not affiliated with any product or hold liability for the effectiveness of the product recommended. It is the client’s responsibility to carry out adequate research and seek out the appropriate veterinary care before trying said products.

7.1 During sessions, it may be requested that photographs and videos be taken of the client’s dog. These images and videos are the property of POPPY’S POSITIVE POOCHES. If you do not wish for them to be used on social media please mention this ahead of the session.

8.1 Should the client move outside of the catchment area during their training programme, the remaining training sessions will take place online. If this is not appropriate, a 50% refund will be provided.

9.1 By engaging in these training sessions you agree to: Fully engage in the training sessions and understand that training requires consistency and commitment Understand that there is no ‘quick fix’ when working with behavioural issues Not seek advice from alternate trainers or other behaviour modification methods (from books, tv, social media, friends etc.) whilst working with POPPY’S POSITIVE POOCHES in order to prevent conflict and confusion for your dog Be honest in discussions regarding your dog’s behaviour Ask for clarification if anything is unclear Have an open mind in regard to new strategies, changes and potential solutions

10.1 The client is responsible for any veterinary or other costs caused by the animal as a result of damage, accident or sickness caused by or to their dog. Regardless of whether the animal is insured. 10.2 It is the client’s responsibility to ensure the animal is insured under pet and home insurance.