Derby House Dogs – Terms & Conditions
The following terms govern Derby House Dogs’ (“the Company”) agreement to provide services to you (“the Customer”).
Please read these terms carefully before booking or paying for any services.
If you do not agree to these terms and conditions, you will not be able to book services with the Company.
By completing payment for services from the Company, you agree to be bound by these terms and conditions.
General Terms & Conditions
These general terms and conditions, together with any service-specific agreement, policy, waiver or booking information for your chosen service, form the agreement between the Customer and the Company.
If any of these general terms and conditions are inconsistent with any service-specific terms, the service-specific terms will apply.
By completing payment for services, you confirm that you are capable of entering into a binding contract, or that you are acting with the express permission of a person or organisation and using their payment details with their agreement.
You also agree to comply with all applicable laws and regulations in relation to this agreement.
The Company may update these terms from time to time. The terms in place at the time of booking will apply to that booking, unless a change is required for safety, welfare, legal or operational reasons.
1. General Requirements
1.1 You must be 18 or over to book services, unless prior written agreement is given.
1.2 Children under 18 must be supervised by a responsible adult at all times.
1.3 Dogs must remain under your control at all times.
1.4 Owners are responsible for any damage caused by their dog.
1.5 Dogs showing signs of illness must not attend.
1.6 You must disclose any behavioural risks, bite history, health concerns or safety concerns before booking or attending any service.
1.7 Derby House Dogs staff and trainers have final discretion on safety, suitability, equipment use, handling, and whether a session may continue.
2. Health & Vaccinations
2.1 You must ensure your dog is fit to take part in any booked session.
2.2 Vaccinations are recommended in accordance with veterinary guidance.
2.3 You confirm your dog is healthy and free from contagious disease when attending the venue.
2.4 Dogs showing signs of illness, including vomiting, diarrhoea, coughing, lethargy or suspected contagious disease, must not attend.
3. Equipment & Handling
3.1 Equipment and handling must be kind, safe and constructive.
3.2 We do not allow equipment or handling methods designed or used to tighten, check, jerk, choke, startle, intimidate, shock or punish a dog.
3.3 For Private Training Space bookings, dogs must be handled on non-tightening equipment such as a harness, flat collar, fixed-length lead or long line.
3.4 Slip leads, slip collars, choke chains, prong collars, e-collars, shock collars, spray collars, pet correctors, rattle cans and similar equipment are not permitted during Private Training Space bookings.
3.5 Any exception to equipment rules must be agreed in advance by Derby House Dogs for a specific supervised service.
3.6 Derby House Dogs staff may ask you to change equipment or stop using a handling method if it does not meet site policy.
3.7 Failure to follow equipment or handling requirements may result in removal from the session or premises without refund.
4. Female Dogs in Season
4.1 Clients must tell us as soon as they know their dog is in season.
4.2 Clients must confirm their dog’s status before attending each session.
4.3 Trainers will assess each case and decide if attendance is appropriate.
4.4 Decisions are based on suitability, welfare, safety and the type of session booked.
4.5 If the trainer decides a change is needed, we may:
- Move the booking to another suitable session
- Offer an alternative service
- Ask the client not to attend
- Remove the dog from the session if issues arise
4.6 These changes are made at the trainer’s discretion and are provided in exchange for the original booking.
4.7 No refunds are given if attendance is not suitable or if a session must be changed or stopped.
4.8 Some in-season dogs may be able to attend certain sessions, but only if the trainer confirms it is appropriate.
5. Training Methods
5.1 Training and handling must be kind, safe and constructive.
5.2 Harsh handling, punishment, intimidation or unsafe handling is prohibited.
5.3 Handlers must follow trainer instructions during sessions.
5.4 The Company may ask you to leave if your methods breach these requirements.
6. Group Classes & Courses
6.1 Class length may vary depending on the service booked and will be stated in the booking information.
6.2 Dogs must remain on lead unless instructed otherwise by the trainer.
6.3 Handlers must follow trainer instructions for safety and welfare.
6.4 Dogs with a reactive background, bite history or significant behavioural concerns may be asked to attend a 1:1 assessment before joining a group class.
6.5 The Company may refuse or stop attendance if a group class is not suitable for the dog, handler or other attendees.
7. Packages
7.1 Packages are sold as discounted blocks of sessions and payment secures the full programme.
7.2 Packages are not refundable once the first session has taken place.
7.3 If a package is ended early at the Company’s discretion, any sessions already attended will be charged at the standard single-session rate. Any remaining balance may then be refunded after this adjustment.
7.4 Sessions within a package may be rescheduled with at least 72 hours’ notice. Sessions cancelled with less than 72 hours’ notice will be deducted from the package.
7.5 Packages must be used within a period equal to twice the number of sessions purchased. For example, a 2-session package must be used within 4 weeks.
7.6 Packages are valid for the named dog and handler only and cannot be transferred.
8. Private Training Spaces
8.1 Private Training Spaces are for private use and training practice only.
8.2 Private Training Spaces are not suitable for dogs who require complete isolation from other dogs, people or activity on site.
8.3 If your dog has a history of significant reactivity, aggression or bite incidents, you must contact us before booking.
8.4 Dogs must not be left unattended.
8.5 Owners must clean up after their dogs and use the bins provided.
8.6 Gates must be secured at all times. Only one gate may be open at a time.
8.7 Commercial use is prohibited unless agreed in writing by Derby House Dogs.
8.8 Dogs must remain on lead in the car park, walkways and shared areas.
8.9 You must only use the Training Space you have booked.
8.10 Any movable equipment must be returned before you leave.
8.11 You may bring up to 4 dogs per booking unless agreed otherwise in writing.
8.12 Derby House Dogs may stop a Private Training Space booking if site rules, equipment rules or safety requirements are not followed.
9. Site Conduct
9.1 You must behave respectfully towards staff, trainers, clients, visitors and other site users.
9.2 Abusive, threatening, unsafe or inappropriate behaviour will not be tolerated.
9.3 Unsafe behaviour may result in removal from the premises without refund.
9.4 Derby House Dogs may refuse future bookings where conduct causes concern.
10. Safety
10.1 You are responsible for the safety of yourself, your dog and any guests you bring.
10.2 Any behavioural or health issues affecting safety must be disclosed before booking or attending.
10.3 The Company may stop, refuse or alter a session if safety is compromised.
10.4 You are responsible for ensuring your dog is handled safely and appropriately at all times.
10.5 We strongly recommend that you hold suitable third-party liability cover for your dog.
11. Late Arrival, No-Shows & Session Times
11.1 If you arrive late, your session will still end at the scheduled time.
11.2 If you fail to attend a booked session without notice, this will be treated as a late cancellation.
11.3 No refund or reschedule will be offered for a no-show.
11.4 Please allow enough time to park, check in where required, and move safely to your session area.
12. Cancellations & Refunds
Client cancellations
12.1 Cancellation windows vary depending on the service booked.
12.2 Private Training Spaces and classes are non-refundable within 48 hours of the session start.
12.3 1:1 training and behaviour sessions are non-refundable within 72 hours of the session start.
12.4 Courses are non-refundable within 14 days of the course start.
12.5 If a session is rescheduled within the cancellation window, cancellations or no-shows for the rescheduled session will be charged in full.
Company cancellations
12.6 If the Company cancels any service, you may reschedule or receive a full refund.
12.7 The Company may cancel, stop or rearrange a session where required for safety, welfare, weather, staffing, operational or site reasons.
13. Weather & Force Majeure
13.1 Sessions may be cancelled if conditions are unsafe, including storms, flooding, ice, extreme heat or other events beyond the Company’s control.
13.2 A full refund or reschedule applies if the Company cancels.
13.3 If the Company decides a session can safely go ahead, normal cancellation terms apply.
14. Liability
14.1 All activities are undertaken at your own risk.
14.2 You are responsible for any injury, loss or damage caused by your dog.
14.3 You are responsible for any guests, children or additional handlers attending with you.
14.4 The Company is fully insured for public liability and professional services.
14.5 Nothing in these terms limits liability where it would be unlawful to do so.
15. Media & Privacy
15.1 The Company may take photos or videos during sessions for training, education, internal review or marketing purposes.
15.2 We will not knowingly use identifiable images or video of children for marketing without appropriate consent from a parent or guardian.
15.3 If you do not want yourself or your dog to appear in marketing photos or videos, please tell us before or during your booking.
15.4 Recording sessions by clients is not permitted unless agreed in advance.
15.5 Personal data is handled in line with UK GDPR and stored securely through our third-party booking system.
16. Bookings & Payment
16.1 All bookings must be made through our booking system unless agreed otherwise.
16.2 Full payment is required to secure any booking.
16.3 Refunds follow the rules set out in these terms.
16.4 Your booking is not confirmed until payment has been completed.
17. Complaints
17.1 Complaints must be submitted in writing or in person.
17.2 The Company will aim to resolve all complaints fairly and promptly.
17.3 Complaints should be raised as soon as possible so that concerns can be investigated properly.