Terms & Conditions
Please read these Terms & Conditions (“These Terms” or “Terms”) carefully. These Terms explain who we are, how we provide services to our customers, how the contract between us and you works, what to do if there is a problem and other important information.
These Terms shall apply to you no matter which services we provide and apply to all our customers.
By entering a contract for any of our services you agree to be bound by these Terms & Conditions.
If you have come to us from a third party, such as Bark.com, please note the contents of these Terms carefully, in particular that we shall be responsible for the Services and not the third party referral company.
1. Definitions:
(a) Canine Evolution Ltd will be referred to as “we”, “us”, “our” and “supplier” throughout These Terms;
(b) “customer”, “you”, “your” or “client” refers to the individual entering into a contract for Services with us;
(c) We may refer to both you and us as the "parties" or individually as a "party" throughout These Terms;
(d) “Order” means the customer’s request for services from the supplier either by contacting us directly, providing information provided through bark.com or by submission of our registration form;
(e) "Services" refers to the agreed services as set out in the programme summary which we shall provide to you, subject to These Terms;
(f) "registration form" refers to the form which we will send to you for completion confirming your details and requested services;
(g) "writing" or "written" in These Terms includes emails, text messages and messages via social medias such as Facebook/WhatsApp.
2. How These Terms work
These Terms are broken down into different sections. Each section of These Terms relates to a specific part of our Services.
2.1. Part 1 - General Terms and Conditions
2.2. Part 2 - House Rules (this may be sent separately)
2.3. The contract between us
The contract between you and us is therefore made up of These Terms (Parts 1 and 2), your programme summary, registration form (where applicable), invoice (which shall include any specific payment terms agreed between us) and our Privacy Policy.
Part 1 – General Terms and Conditions
3. Information about us and how to contact us
3.1. Who we are
We are Canine Evolution Ltd, a limited company registered in England and Wales under registration number 13912965, our registered address is 20-22 Wenlock Road, London, N1 7GU.
3.2. How to contact us
You can contact us by writing to our customer service team at admin@canineevolution.co.uk.
3.3. How we may contact you
If we have to contact you, we will do so by writing to you at the email address or telephone number provided to us (this may be directly from you from our initial communication or passed on through a third party such as bark.com)
4. Our contract with you
4.1. Registration form
Before Services can commence, we will send you a registration form for you to fill in about you and your dog. It is vital that you complete this in full and provide information which is honest, accurate and up-to-date. If you have concerns or queries about the registration form, please contact us using the details at clause 3.2.
On submission of the completed form we shall process your request. Submission of this form does not constitute a contractual offer to provide any services requested.
On certain occasions (such as when you have used our Services previously) we may not require the completion of a registration form, instead we will ask you to confirm your details are still correct.
If you provide information to us which is found to be incorrect or misleading, we shall be entitled to terminate the contract between you and us and we will refund you for any part of the Services paid for but not provided up to the date of termination without further compensation payable to you. Please note our right to claim compensation in the event that you do not comply with These Terms at clause 6.3.2.
4.2. If we cannot accept your Order
We reserve the right to reject an Order for any reason.
If the below reasons are applicable:
(a) The date specified on the registration form is not available or is fully booked;
(b) We do not believe your requested course is the most appropriate one for your dog based on your responses to the registration form.
Then we will inform you of this and offer alternative dates/services. If we are offering an alternative service, we will explain why we believe the offered service would be more appropriate. If you accept our amended offer, then the Order may proceed.
4.3. Order acceptance
Upon acceptance of your Order we will send a confirmation email (if you do not have an email address, you consent to us providing the confirmation by post.) The confirmation email will include the date Services will be commenced, the completed registration form, your programme summary and an invoice due for payment.
4.3.1. Programme summary
The programme summary provided with your confirmation email shall set out the particular Services which we shall be providing to you.
4.3.2. Course duration
All dogs are different, and although our programmes are designed for specific time periods i.e. 2 Week Basic, depending on your dog’s age, gender, characteristics and their breed we may suggest a longer course duration.
Our rehabilitation courses are advised at 3-6 weeks (although on average this will be 4 weeks), this will be assessed by our rehabilitation trainers depending on the severity of the dogs needs in order to provide you the best training possible and produce the best results.
Where we have advised a longer course duration is necessary and this is declined by you, you accept that the trainer may be unable to complete the Services to the standard you have requested or that other Services requested will need to be excluded in order to ensure the Services are provided within the agreed timeframe.
Pease check the programme summary carefully to ensure it includes all the Services that you require and that can you accept the limitations of the Services specified.
4.3.3. Deposit
A 20% deposit is required in order to secure the Services. A contract between parties will only be formed for the Services requested upon the supplier confirming your request by email and receipt of the required deposit. The deposit must be paid within 3 days of the date of your confirmation email. If the deposit is not received, we cannot guarantee that the Services on the dates originally specified will still be available.
4.4. Order/Service Amendments
It is your responsibility to check the confirmed details sent in the confirmation email and/or invoice in advance of payment. Please check these carefully and let us know if there are any issues.
If you wish to make any changes to the Services specified, please contact us immediately and we will let you know if the change is possible. If it is possible, we will let you know about any changes to the price, the date of supply or anything else which would be necessary as a result of your requested change, and ask you to confirm whether you wish to go ahead with the changes.
4.4.1. Minor changes to the Services
We may make changes to the Services which are necessary to reflect changes in applicable laws or regulatory requirements without notice. These should not affect the Service provided.
4.4.2. Significant changes to the Services
We may make significant changes to the Services, but if we do so, we will contact you and you may then contact us to end the contract and receive a refund for any Services paid for, but not received.
4.5. What will happen if you do not give required information to us
We may need certain information from you so that we can supply the requested Services to you; for example, your contact details and certain information about your dog. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information when placing an order (including at any time after this), we may either end the contract (and clause 6.3.2. will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result.
We will not be responsible for supplying the Services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
4.6. If you do not allow us access to provide Services
If you do not allow us access to your property (or other specified location for Services provided at your chosen location) to perform the Services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause 6.3.2. will apply.
5. Invoice and payment
5.1. Where to find the price for the Services
The price of the Services will be the price as set out on the invoice we send to you prior to commencement of the Services.
5.2. If you think an invoice is wrong
We take all reasonable care to ensure that the Service and price specified on the invoice is correct, however, it is possible that despite our best efforts, there may be an error on your invoice with regards to the Service or the price. This may occur if the Service has been amended and our records have not been updated to reflect this. If you pick up on this mistake prior to payment please let us know immediately so that we can investigate, and if necessary re-issue the invoice. Please do not make payment for an invoice which you believe is incorrect.
If this error is found by us after payment is received we will let you know and if required, refund you the difference.
5.3. When you must pay and how
All payments are to be made as a bank transfer by the customer. The bank details will be provided on your invoice. A 20% deposit is payable within 3 days of the confirmation email to secure the Services. The remaining balance must be paid in full 7 days prior to commencement of the Services.
If full payment has not been received 7 days prior to commencement of the Services, we reserve the right to end the contract and clause 6.3.2. will apply.
If you have given your consent for the Services to be provided within the legal 14 days cooling off period, payment will be due immediately upon receipt of your invoice.
6. Our rights to suspend or terminate the contract
6.1. Events which may impact on our ability to provide the Services
Our ability to perform the Services may, on occasion, be affected by events beyond our reasonable control. If so, we may need to suspend or reschedule the Services. In the event this occurs we will inform you as soon as is reasonably practical and will try to recommence the Services as soon as any such event has been resolved.
Examples of the types of events which this clause may cover include:
(a) where you change the Services requirement (which may require extra work or for us to pair your dog with a different specialist trainer);
(b) the trainer we have paired your dog with is unwell or has been told to self-isolate by government guidance or local authority health body, and there is no alternative suitable trainer available within the timeframe initially agreed between you and us;
(c) in the event that your dog does not respond well to a particular trainer and we consider, in our reasonable opinion, that it would be in your dog’s best interest for the trainer to be replaced;
(d) adverse weather/travel conditions which shall mean that our trainer/s cannot collect or drop off your dog;
(e) where an applicable government publishes guidance or legal/regulatory requirements that mean we are unable to perform or must amend the Services either in full or in part, at all or at the time initially agreed between you and us (for example, due to national or local lockdowns being imposed).
6.2. Your rights if we suspend the supply of Services
We will contact you in advance to tell you we will be suspending supply of the Services, unless the problem is urgent or an emergency. You may contact us to end the contract for a Service if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 7 days from the suspension date, and we will refund any sums you have paid in advance for the Services (but not yet received).
6.3. Where we may need to terminate the contract
6.3.1 We may end the contract if you break it.
We may end the contract for a Service at any time by writing to you if:
(a) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services (for example, your name and address or the information required as specified by the House Rules, the registration form or our representative);
(b) you do not comply with a requirement in These Terms;
(c) you do not, within a reasonable time, allow us to deliver the Services to you (or someone you nominate).
6.3.2. You must compensate us if you break the contract
If we end the contract in the situations set out in clause 6.3.1., or otherwise stated in the Terms, we will refund any money you have paid in advance for Services we have not provided, but we may deduct or charge you compensation for the net costs we have/will incur as a result of your breaking the contract.
6.3.3. We may end the contract for other reasons
When we carry out the Services, or when our trainer comes to collect your dog, there may be circumstances where we are unable to continue with the provision of Services, which may include:
(a) if your dog appears ill or is showing signs of injury or distress on collection, in which case we reserve the right to refuse to collect your dog;
(b) if your dog becomes ill or injured during participation in any Services and continued participation is unreasonable, we will contact you immediately and terminate the Services in order to allow your dog to receive appropriate treatment (whether via us in the case of an emergency or via you (or someone on your behalf) if we contact you to collect your dog for the purpose of seeking veterinary care).
Please note: we accept no liability for any costs, including veterinary costs, associated with treatment of your dog. This does not affect your legal rights;
(c) if your dog shows signs of aggressive or destructive behaviour, unless this has been fully disclosed by you to us prior to our commencement of the contract and we have confirmed in writing that we will provide the Services notwithstanding this behaviour;
(d) if you have not complied with your obligations under the Terms, including our House Rules, or have given us incorrect or misleading information;
(e) for other reasons which we or our trainer, in our reasonable opinion, believe would mean your dog is unsuitable for the Services and we cannot provide the Services to the standard which you are entitled to expect from us.
6.3.4. Consequence of termination under clause 6.3.3.
If we are unable to carry out the Services or complete them for reasons set out in clause 6.3.3., then we may, in our discretion, either offer alternative Services which we think would be more suitable for your dog or terminate the Services and offer you a refund for Services paid for, but not received less any reasonable deductions which we shall be permitted to make for losses suffered including additional costs incurred by us. Please note that we shall be under no obligation to offer any alternative to the Services.
7. Your rights to suspend or terminate contract
The scope of your rights to end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract.
7.1. Services have not been performed with reasonable care and skill
If the Services are not performed with reasonable care and skill, you may have a legal right to end the contract (or to get the Services re-performed or to get some money back);
7.2. Ending the contract because of something we have done or have told you we are going to do
If you are ending a contract for a reason set out below, the contract will end immediately and we will refund you in full for any Services which you have paid for, but which we have not provided. (please note that these are examples only and should not be considered to be a full and complete list):
(a) we have told you about an error in the price and you do not wish to proceed;
(b) there is a risk that supply of the Services may be significantly delayed because of events outside our control;
(c) we have suspended supply of the Services for design and/or technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days;
(d) you have a legal right to end the contract because we have not either complied with our legal obligations to you, in accordance with your legal rights or These Terms.
7.3. Exercising your right to change your mind (Consumer Contracts Regulations 2013).
If you have just changed your mind about the Services, you may be able to get a refund if you are within the Cooling-Off Period (explained below), but this may be subject to deductions and certain exceptions.
7.3.1. How long do I have to change my mind?
For most Services bought online or through a means of distance communication (such as over the telephone or by exchange of emails), depending on the rights you have as a consumer, you have a legal right to change your mind 14 days after the day we confirm we accept your order i.e. the date we confirm in writing to you that your request for Services has been accepted and the deposit payment is confirmed (the "Cooling-Off Period").
You may consent for Services to commence within these 14 days. However, if you cancel after we have started the Services, you must pay us for the Services provided up until the time you tell us that you have changed your mind.
7.3.2. When consumers do not have a right to change their minds.
Your right as a consumer to change your mind does not apply in respect of any Services which have been completed, even if the Cooling-Off Period is still running.
7.4. Tell us you want to end the contract (including if you have changed your mind)
(a) Please email us at admin@canineevolution.co.uk, please provide your name, address, invoice number and brief details of the Services purchased from us in order for us to correctly identify you.
We may ask you to provide some additional information in order to process your request for a refund such as the bank details you would like the funds returning to.
If your cooling-off period has lapsed, please provide details on the reason for ending the contract.
(b) Complete the Model Cancellation Form (below) and email this to the address specified above.
MODEL CANCELLATION FORM
(Complete and return this form only if you wish to withdraw from the contract)
To Canine Evolution Ltd
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following Services [*]:
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate
© Crown copyright 2013.
8. Refunds and reductions to refunds
8.1. How we will refund you
We will refund you the price you paid for the Services, by the method you used for payment. However, we may make deductions from the price in accordance with These Terms. In certain circumstances, where we are legally permitted to do so, we may select to refund you in the form of credit to spend on our Services at a later date.
8.2 When your refund will be made
If you are exercising your right to change your mind for Services during the Cooling-Off Period, then your refund will be made within 14 days of your telling us you have changed your mind. For all other reasons your refund will be made within 21 days of our confirmation that you are due a full or partial refund.
8.3. When we may make deductions from refunds if you are a consumer exercising your right to change your mind
If you are exercising your right to change your mind we may reduce your refund of the price in proportion to the value of Services received by you up until the date of termination by you within the Cooling-Off Period. This proportion is calculated at our sole discretion based on the cost and time incurred by us to you as a result of providing the Services during this period up until termination.
8.4. Ending the contract where we are not at fault and there is no right to change your mind. Our right to compensation
Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. If you wish to do so, please contact us to let us know. The contract will end immediately and we will refund any sums paid by you for Services not yet provided but we may deduct from that refund, reasonable compensation for the net costs we will incur as a result of your ending the contract.
The level of compensation which we require may be up to the full amount you have paid us for the Services and we reserve the right to retain 100% of monies paid to us in the event you cancel your contract with us where we are not at fault and there is no right for you to change your mind.
A contract for Services is completed when we have finished providing the Services and you have paid for them, no refund will be payable once Services are completed unless agreed by us in writing.
8.5. Late Cancellation Fee
Please note that any request to cancel Services which are received within the 24-hour period prior to the date on which those Services are due to commence shall result in the payment of a late cancellation fee. This cancellation fee shall be (as a minimum) the full cost of the first day and night of the Services which you wish to cancel.
9. Limitation of liability
9.1. We are responsible to you for foreseeable loss and damage caused by us
If we fail to comply with These Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable.
Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen; for example, if you discussed it with us during the booking process.
9.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Services, including the right to receive Services which are supplied with reasonable skill and care.
9.3. We are not liable for business losses
We only supply the Services to consumers for domestic and private use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of revenue, loss of business, business interruption, or loss of business opportunity.
9.4. Limits on our liability:
Unless already covered under the terms above at clauses 9.1. to 9.3. inclusive in the Terms (or any other clauses which restrict or exclude our liability under these Terms):
9.4.1. in the event of loss of your dog, which has been directly caused by our negligence or breach of These Terms, our financial liability to you shall be limited to the reasonable replacement cost of the dog, taking into consideration the individual characteristics of the dog, including breed, sex and proof of pedigree; and
9.4.2. we will not be liable for any vet or medical costs arising from or in connection with any allergic reaction to food, plants, or other injuries caused as a result of your failing to comply with our House Rules (including notifying us of any allergies or pre-existing conditions prior to commencement of the Services).
10. Other important terms
10.1. Your legal rights
Nothing in These Terms will affect your legal rights.
10.2. How we may use personal information
Your privacy is critical to us, we respect your right to privacy and comply with the General Data Protection Regulation (GDPR) with regards to your personal information. These Terms & Conditions should be read alongside and in addition to our Privacy Policy which can be found at https://canineevolution.co.uk/privacy. If you have any questions in relation to our use of your personal data, please do get in touch using the contact details at clause 3.2.
10.3. Nobody else has any rights under this contract
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
10.4. If a court finds part of this contract illegal, the rest will continue in force
Each of the clauses of These Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
10.5. Even if we delay in enforcing this contract, we can still enforce it later
If we do not insist immediately that you do anything you are required to do under These Terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
10.6. Which laws apply to this contract and where you may bring legal proceedings
Any dispute or claim arising out of or in connection with a contract between you and us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim or where the customer lives in Scotland or Northern Ireland, in the courts of Scotland or Northern Ireland respectively.
10.7. Disputes
Customer service is important to us and we aim to resolve any disputes with our customers in an expedient and pragmatic way. Please do contact us in the first instance using our details set out at clause 3.2. to discuss any complaint or issue with the Services provided. Our customer service team will do all they can to help resolve this through our customer complaints process, further information may be found in Part 2 – House Rules.
10.7.1 Alternative dispute resolution
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider. If you would like to engage in the alternative dispute resolution process, please do contact us and we can provide you with the details of our recommended provider. This does not affect your legal rights. Please note that we do not have any legal obligation to engage in any alternative dispute resolution process requested by you and reserve all rights in this regard.
PART 2 - HOUSE RULES
We are committed to excellent customer service and exceptional canine care. To ensure a high quality service and the protection of our customers and their dogs, we require that all our customers agree and comply with our House Rules, regardless of the Services requested.
These House Rules are mandatory and form part of our Terms & Condition’s, and we shall take your confirmation of acceptance of These Terms by placing an order with us as acceptance of our House Rules. Your use of the Services is dependent on your compliance with these House Rules.
Any breach of these House Rules or any efforts by you to avoid or deviate from the House Rules shall entitle us to terminate our contract with you immediately.
If you have any questions or queries about these House Rules or have any concerns with any of the House Rules, please do not hesitate to contact us at admin@canineevolution.co.uk.
Acknowledgment and acceptance of limitations, risks and responsibility:
(a) whilst we use reasonable care and skill to perform the Services, all living creatures have their own personality and background and as a result, that we cannot, and do not, guarantee any particular outcome or result from the Services or that any outcome or result of the Services will last for a particular time or be permanent. The capacity of your dog to benefit from the Services will be dependent on not only the character of your dog (such as learning speed and maturity) and its individual history and environment, but also the regularity at which you (or someone on your behalf) continues to engage with or train your animal in any way we may recommend, or which reflects the behaviours/skills/commands learnt on our training programmes (which may include attending refresher programmes as and when required to retain the skills and behaviours learnt on our training programmes);
(b) you acknowledge that your dog shall be permitted to socialise in an off-leash environment. Dogs mixing with other dogs of different ages and breeds is a vital part of life and socialisation. In such an environment dogs will come into contact with other dogs in an off lead and uncontrolled exchange. In the vast majority of cases, this is a hugely positive experience; however, as with any group interaction, this presents a risk of dog-dog aggression, fights and even death;
(c) you understand that participation in our Services are not without some risk, that despite all dogs appearing healthy, and being handled with the greatest amount of care and foresight, dogs are not always predictable and the unexpected may occur.
You hereby assume any and all risks that would customarily and ordinarily occur by your participation in dog handling, dog movement and other activities and consent to a release to the benefit of Canine Evolution Ltd in consideration for your acceptance and participation in the program.
You hereby waive and release Canine Evolution Ltd, its employees, owners and agents of any and all claims resulting from participation in Canine Evolution Ltd Services including specifically, but without limitation, any injury (new and existing) or damage resulting from the action of any dog, including your own.
You further agree that you will be responsible for any vet / medical expenses which may be incurred whilst we provide the Services (in accordance with These Terms) save where we have expressly agreed in writing to the alternative. You will also be responsible for any damage or injury which your dog may cause to other animals, personal or property during any training programme, where appropriate;
(d) your dog may be transported with other dogs in any vehicle. You confirm that we shall not be held liable for death or injury to your dog in the event of a motor vehicle accident;
(e) you agree you will follow any post-training activities and training which are recommended by us to you, to ensure your dog receives the appropriate benefits from the Services we provide. If you do not follow the post-training activities and training which we recommend to you, you acknowledge and agree that the quality and longevity of the training which we shall provide shall be negatively affected and may result in the training provided by us having only a short term impact on the behaviour of your dog;
Permissions:
(a) we have your permission to walk your dog off the lead in public environments;
(b) you give consent for your dog if under 1 year of age, to socialize with older dogs;
(c) we have your permission in the event that your dog becomes ill or injured during our provision of the Services, that we may act in an appropriate manner:
· arrange for either you to collect your dog in order to take it to the vet/seek further treatment at home as may be appropriate, or for us to take the dog to the vet on your behalf (at your expense); and
· in an emergency, seek veterinary treatment prior to contacting you (at your expense);
(d) you give your consent for our trainer to perform a welfare check on your dog; within 24 hours of collection, weekly (if deemed necessary) and within 24 hours prior to returning your dog;
(e) where the welfare check identifies any issues these will be communicated to you along with the trainers recommended actions. If the recommended action can be reasonably provided by the trainer (such as a groom for badly matted coats or a change in food quality/daily amount) then your agreement will be sought and you will be responsible for any additional costs incurred.
Should you disagree with the recommended actions, our trainer has the right to refuse to continue training. We will suspend your Services immediately and seek an alternative trainer. If we cannot find one that is prepared to continue without you taking the recommended actions we will terminate our contract with you and a refund will be given amounting to Services paid for, but not received, less any reasonable deductions which we shall be permitted to make for losses suffered, including additional costs incurred by us. Please note that we shall be under no obligation to offer any alternative to the Services;
(f) where not enough food or medication has been provided for the duration of your dog’s stay, we have your permission to purchase the necessary amount of the same (if possible) or similar food/medication provided to ensure your dog remains fed and healthy. You accept that this cost is your responsibility and will be re-payable to us;
(g) we have your permission for the use of crates. These will be used in the following situations at the discretion of your trainer:
· in the event your dog becomes over-stimulated or anxious, for short periods of time for the safety and well-being of the animal;
· overnight, this is for the safety of our trainer and any other persons in their household, your dog and any other dogs that may be in the household.
Requirements for our Services:
In order for your dog to commence Services with us we will require that:
(a) you ensure your dog is up to date with all recommended vaccinations (including kennel cough), de-worming and de-fleeing prior to commencing any training programmes with us.
Please Note: we will ask for proof such as your vaccination card or a letter from your vets and this proof must be provided no later than 7 days prior to the Services commencing unless otherwise agreed in writing. If you are unable / refuse to provide this, we may terminate our contract with you;
(b) your dog is microchipped in compliance with local law and the details available on the microchip are accurate and up-to-date;
(c) you hold appropriate, up-to-date and valid pet insurance for your dog which includes veterinary and medical bills (this should be of a sufficient monetary cover level to cover any bills which may arise as a result of your dog becoming ill or injured), and shall notify your insurance company that your dog will be staying with us (or a third party) while it undergoes the training programme (or other Services as applicable), in advance of us commencing the Services;
(d) on request, you promptly provide to us a copy of any insurance policy required under These Terms;
Information about your dog:
In order to perform our Services to a high standard, we require you to:
(a) answer our questions about your dog fully and honestly prior to and during our performance of the Services;
(b) let us know immediately if your dog has any history of aggression towards people or other animals (no matter how minor)
Please Note: if your dog has any history or record of aggressive or anti-social behaviour, you must provide full and frank disclosure on past incidents. Equally you must also provide detail on any characteristic, trait or suspected inclination of such behaviour that might make your dog unsuitable for socialising with other dogs. Such disclosure must be made explicit and in writing, either using the registration form or by email at the time of booking, prior to the Services commencing;
(c) provide us with the season dates for any female dog (we will not normally allow female dogs coming into season to attend training programmes or boarding facilities unless you have prior written agreement from us);
(d) provide us with any relevant information (current or historical) about allergies, illnesses, medications or conditions which affect or may affect your dog, prior to us commencing performance of the Services;
Please Note: we reserve the right to ask for proof of veterinary history and current medications.
Communication:
We are committed to providing easy and open communication between yourselves, us and our trainers. All communication between parties is covered by our Privacy Policy which can be found at https://canineevolution.co.uk/privacy.
(a) once a contract has been entered into, a group chat will be made via WhatsApp. Members of this group chat will include you (or someone who may make decisions and act on your behalf), any member of your household you feel requires access to the group (excluding minors), your allocated trainers manager (if applicable) and a member of our admin team. Information included within the confirmation email will be included in this group chat;
(b) no later than 7 days prior to commencement of Services, your trainer will be added into the group chat and they will be able to introduce themselves to you and provide some information on their background;
(c) daily and weekly updates by the trainer will be shared through this group chat. Where possible these will be provided by 6pm. If you have not heard anything from your trainer before this time please wait before requesting updates;
(d) please do not make unscheduled phone calls to your trainer, they may be busy training and the interruption and/or noise may be detrimental to any progress;
(e) any questions or concerns that you have should be made within this group chat. If via the phone would allow for clearer communication you may arrange this with your trainer. Your trainer will provide a summary of the phone call in the group chat for transparency. If you do not tell us otherwise (either through the group chat or emailing us) we will consider the summary acceptable by you;
(f) any changes or additions to Services as agreed with your trainer will not be upheld or enforced unless expressly agreed to in writing within this group chat;
(h) please allow your trainer reasonable time to respond to any messages, messages sent prior to 4pm will be responded to same day. Messages sent after this time may be responded to the next day. Whilst your trainer may respond in the evenings at their discretion, they are entitled to a work-life balance and therefore we do not require them to work on their phones after 6pm and we ask that you respect this. This does not mean that your dog is being ignored or that training has stopped.
Your trainer:
We provide a personalised training programme, this starts with selecting the most appropriate trainer for your companion. Our trainers are based nationwide and your trainer will be appointed based on the training required rather than location.
(a) we shall appoint a trainer to provide the Services. We shall have sole control over the selection and appointment of any trainer, as well as all staff, which provide the Services on our behalf. Please note that whilst we may take a preference of trainer into account, we are under no obligation to agree or satisfy any request you may submit for a particular member of staff or trainer to perform the Services;
(b) we reserve the right to change or replace a trainer appointed to provide the Services at any time, including at last minute and whether before, during or after commencement of the Services. The selection, appointment and/or change of staff (including a trainer) allocated to the Services by us (or our contractors) shall not entitle you to terminate or seek to cancel the Services or the contract between you and us;
(c) our trainers will comply with relevant regulations when transporting your dog, if their journey between the collection address and their residential address is considered long, then stops will be made as appropriate for your dog to do their business and have a walk.
(d) your trainer will provide your dog all of the five freedoms required by RSPCA and government standards for policies and procedures when housing animals.
(e) you will be provided with your trainers name and phone number in order to facilitate contact, you will not be provided with their personal address for Data Protection and Safety reasons. You may ask your trainer where they reside but they retain the right to not provide this and may instead tell you an approximate location (e.g. that they live about an hour away from Manchester)
Collection/drop off:
Dogs in our care will be collected and dropped off on a Sunday, unless other arrangements have been made in writing.
(a) you must make yourself (or someone on your behalf) available for the full day in which collection and/or hand overs will take place. If you need to change the date your Services commence, please contact us immediately;
(b) your trainer will let you know, no later than 48 hours prior to the day of collection or drop off, their estimated time of arrival. Please note that this will only be an estimate due to events outside of our trainers control such as traffic/adverse weather conditions (which is why we ask you to keep the full day available). Where you request a change to their estimated time, it will be at the trainers discretion whether they can accommodate this request.
Please Note: If you have requested a change in time that your trainer cannot reasonably accommodate then you may incur additional costs if we need to provide an alternative trainer for collection or drop off or if your trainer agrees to make an additional journey on an alternative day. If your trainer does not agree to the additional journey or you don’t wish to pay the additional charges then you may collect your dog yourself at an approved public location;
(c) you will provide your trainer with enough of your dog’s normal food to last the duration of the course + 1 week (the extra food requirement is due to the expectation your dog will be receiving more exercise than typical and therefore a temporary increase in daily portion sizes can be expected)
Where this is impractical i.e. when the dog follows a raw diet and would perish in the duration of the travel it may be agreed that we will order the required food online to be delivered to the trainer’s personal address and will subsequently issue a charge for this amount to you. Any leftover food will be returned to you at drop off;
(d) you will not be required to provide bedding (such as beds, baskets or blankets), bowls, toys or treats as these will be provided by the trainer. If you insist that the trainer takes such items then you accept that there is a risk of damage caused by either your dog or another dog within the household and neither we or the trainer are responsible for repair or replacement;
(e) you will provide your trainer with any regular medication that your dog requires with clear instructions for its frequency and administration. You must provide us with enough of their medication to last the length of their course + extra which may be needed in an unforeseen event;
(f) you will provide your trainer with a collar which states the dog’s name and address. This is a legal requirement for your dog whilst in public places. This collar should preferably have your contact number on;
(g) where Services include a training programme, upon drop off of your dog, you are entitled to a one hour handover session where the trainer will demonstrate skills learnt, show you any relevant commands/corrections and explain what you need to do in order to maintain your dog’s level of training. Your trainer will ask you if you have any further questions or concerns before leaving.
Depending on the requested Services, this hand over may need to be conducting inside your home, outside in a public area or both.
If this is not agreeable for any reason (for example it is raining and you don’t wish to go outside) then you accept we are not at fault if your trainer is limited with what they can demonstrate and therefore you do not receive the required knowledge to maintain your dog’s level of training.
Please take full advantage of this handover, as long-term success will depend significantly on your willingness to continue your dog’s training at home and commitment to techniques that your trainer has showed you.
During the performance of Services:
Our trainers will provide daily updates of your dog by sending pictures, videos and written responses as appropriate.
The following only apply to Services which include a training programme:
(a) the first 24-48 hours after collection are crucial for your dog to decompress in their new temporary environment and form a bond with their trainer. During this time your trainer will let you know how your dog has slept and how they are getting on. Pictures and/or videos may be provided at this point at the trainers discretion;
(b) after this point, your trainer will provide daily videos explaining what, how and why they are doing with your dog and showing the progress your dog has made with requested skills;
(c) once a week, instead of a daily video, the trainer will provide you with a weekly update and discuss what has been done in the previous week and what they plan to do in the coming week. Please use this as an opportunity to talk to your trainer about any questions you have or concerns you would like raised. The trainer may respond with a written explanation or a video demonstrating relevant points;
(d) where your dog is on a rehabilitation course due to human or dog aggression issues, it may not be possible for your trainer to provide daily videos as above. This may be due to needing a significantly longer period for your dog to decompress or for the trainer to establish a bond whilst ensuring their personal safety. Until your trainer is satisfied they can ensure the safety of themselves and others it may be difficult for them to record themselves handling your dog whilst maintaining control of the situation. In these circumstances we request that you are patient and accept written descriptions of your dog’s training until enough progress has been made to enable video updates;
(e) prior to drop off, you will receive a hand-over video from your trainer which will give a summary of what your dog has done throughout the course how you can progress going forward.
Post-Services:
(a) please be aware that upon being returned home, most dogs will be over-excitable and over-stimulated when they meet their owners again. This may affect their ability to focus and demonstrate any abilities learnt. Please allow 24 hours for your dog to decompress and settle back into their usual environment;
(b) upon returning home, your dog needs to learn that you expect the same behaviour and obedience they have learnt whilst with their trainer. Please allow your dog a 3 day grace period, we find that commonly your dog will try to revert to behaviours that they have previously gotten away with from you. It is crucial that during this time you implement all techniques the trainer has given you in order to maintain and progress with their training. If you are consistent then your dog should soon understand what is expected of them;
(c) within 72 hours of your dog being returned to you, you shall receive a handover form that is personalised to your dog and a guide to continuing their training;
(d) the group chat will remain open for one month, to allow you to contact the trainer with any questions or issues that crop up and they will be able to provide support either through; written responses or video responses showing suggested training or correction techniques for you to implement with your dog. Your trainer may request videos showing the issues you are having as well as videos of you implementing their advice. If you do not provide these when requested the trainer will not be required to continue communication and we may not uphold any complaint you might make.
Complaints process:
If you are unhappy with the Services provided please get in contact as soon as possible. How this is actioned will depend on the type of complaint.
(a) if your complaint relates to ongoing training, please send a message within your group chat so that your trainer may provide an explanation for something you are unhappy with or to give them time to address a training focus you feel is lacking/missing.
· If you are not satisfied with your trainers explanation or you don’t feel like they have fixed the issue please get in contact with us on the email provided at the start of this document. Where possible we will ask our head trainer responsible for your trainer to review the Services agreed and your group chat to determine whether your complaint is valid. If they determine it is a valid complaint they will discuss this with your trainer and implement any necessary changes. We may decide to allocate an alternative trainer.
· Where the head trainer determines your complaint is not valid they will provide an explanation and where possible try to reach a solution that both parties can accept, if this is not possible the contract may be terminated in accordance with our Terms;
(b) if your complaint relates to training that has been completed, please send an email including your name, Services agreed to, date Services took place, your trainers name and details of your complaint. We will acknowledge your complaint and aim to have a formal response within 14 days.
· Whether we uphold the complaint will depend on a variety of questions; how long ago was the Service provided, was the issue identified to the trainer within a reasonable time for them to address it, are there videos within the group chat that contradict/support your complaint, if you had any post-service contact with your trainer, and if so, provided proof that you have made a reasonable effort to implement the advice given to you from your hand over video, report & personal hand over. If we are unable to make a decision we may ask to send another trainer to you to do an assessment, their opinion will used in our decision making.
· If your complaint is upheld then we will offer you a resolution, this may be a free one to one session with your trainer (or another where requested).
· If we feel your complaint is invalid, we will provide an explanation referencing any evidence that supports our decision. If you are unhappy with this then you may want to contact an alternative dispute resolution provider.
