TERMS AND CONDITIONS OF SERVICE
Please read the following carefully and if you have any comments or questions contact us on:
wellstrained@gmail.com
These terms and conditions apply to all training work carried out with, or on behalf of you, the client, including online, telephone, email and in-person advice. Completion of a client registration form and/ or taking part in a training session will be taken as indication that you accept and agree to be bound by these terms and conditions. Acceptance does not affect your statutory rights.
General Terms & Conditions
I. Wells Trained and its representatives will have professional liability insurance cover at all times. We cannot, however, accept responsibility for your actions or any actions of, or damage caused by your dog/s, which will be considered at all times to be under your control and your responsibility.
II. Wells Trained undertakes to ensure that the service provided to you will always reach the highest possible standards incorporating the latest scientifically proven techniques. However, dealing with animals can sometimes be unpredictable and therefore we cannot provide a guarantee that the methods we adopt will be totally successful and timely for every case. Much will depend on the time and dedication of the owners/ family who undertake training and management of the animal, as well as the unique characteristics of the animal itself.
III. You (the client) are entirely responsible for the health and welfare of your animal at all times. You undertake to update Wells Trained fully on all conditions which may affect your pet physically/medically.
IV. Wells Trained Assistance Dogs (and those in training) must have up to date vaccinations or titre testing, and relevant flea and tick prevention treatments in order to ensure public safety.
V. We strongly advise that throughout your dog’s training and working life, you ensure that your dog is comprehensively insured, in particular with regards to third-party liability.
VI. Any information relating to your pet’s behaviour MUST be fully and freely disclosed. For example: fears, aggression, previous behaviour history etc. Failure to do so could cause serious harm to you, your dog, members of the public/ your family/ friends, representatives of Wells Trained and/ or may result in advice given being ineffective or inadequate.
VII. Children and other family members are encouraged to participate in consultations, particularly where they play a role in the day-to-day life / care of the animal. All participants in the consult and ongoing training work are subject to these terms and conditions. Children must be supervised at all times when interacting with pets or carrying out any of the techniques recommended to you.
VIII. Wells Trained undertakes to ensure that all information provided is up to date and accurate, and provided in a manner that is accessible and easy to follow. If you believe you have discovered an error in information provided or information is not clear, please let us know. If we discover an error, we undertake that we will inform you at the earliest opportunity.
IX. Wells Trained and its representatives reserve the right to refuse to work with a client without giving reason, or to terminate a session early should the behaviour of you or your pet give cause for concern for the safety and welfare of those present. Where possible we will endeavour to provide reasons and guidance on where you can look for appropriate help and advice.
X. Wells Trained accepts no responsibility for loss, injury or accidents that occur to animal, owners or their families, or any veterinary bills or other costs arising from any incident relating to training, equipment or advice given. The ongoing health and safety of the animal and friends/ family members and the public is entirely the responsibility of the owner.
Commitment and Expectations
I. When training with Wells Trained, clients are expected to wholly commit to the intensive training programme provided in order to ensure long-term success as a partnership.
II. Clients are expected to conduct themselves in a polite and professional manner when out in public with their Assistance Dog. When wearing the Wells Trained working jacket, your partnership is representing the organisation and your conduct reflects on other partnerships.
III. The nature of working with animals means we cannot give any guarantees that your dog will be suited to being an Assistance Dog with full public access. Learning and progress are not linear, and Wells Trained will support and assess your partnership along the way.
IV. You may be asked to temporarily stop using your dog’s working jacket until further notice if your dog’s behaviour does not align with the public access training pre-requisites.
V. If a dog or partnership shows themselves as being unsuitable for the Wells Trained Assistance Dog training programme, after thorough discussion with the handler, the dog or partnership may be released from the chosen training programme.
VI. WhatsApp support is available Monday - Fridays, 9:00-17:00. Your trainer will aim to reply within 48 hours of receiving your message.
Payment and cancellation policy
1) PAYMENTS
Payment for all services is required in advance to confirm your booking, unless otherwise agreed. Payment is to be made by bank transfer. You will be invoiced upon booking your session/s, and all charges are given in pounds sterling.
2) REFUNDS & CANCELLATIONS
2.1 Cancellation of consultations or training packages by the client:
i. Cancellations of one-off consultations or training sessions must be provided at least 48 hours in advance by either email or telephone. A response will be given to accept cancellation or to rearrange your booking. If no response is received, then a booking should be considered as not cancelled. Where more than 48 hours’ notice is given every attempt will be made to rearrange the session. If this is not possible a full refund will be available, minus administrative costs where applicable.
ii. Cancellations of one-off consultations or training sessions with less than 48 hours’ notice will not be eligible for a refund, however Wells Trained and its representatives reserve the right to offer a full or partial refund at the individual trainer’s discretion.
iii. Cancellation on short notice due to weather is at the discretion of Wells Trained and its representatives. Due to the nature of owning a dog in Scotland we expect owners to be ready to train in all weathers, however on the rare occasion that weather conditions are considered dangerous or a welfare risk to dog/ handler/ trainer we will cancel and rearrange the session. If your dog has specific needs in relation to training in certain weathers, you must make your trainer aware of this at your initial session.
iv. To receive a full refund, cancellation of training package bookings by the client must be given in writing at least 14 days prior to the package start date.
v. Training package bookings cancelled by the client less than 14 days prior to the start date, or once the package has commenced, cannot be refunded.
vi. You may choose to terminate your partnership with Wells Trained at any time. For those enrolled in the Wells Trained Assistance Dog training programme, termination prior to certification of your dog will mean that you will need to return your dog’s Wells Trained training jacket and lead sleeve.
vii. Where a client fails to respond to attempts to make contact by email/telephone/ text/ mail or other methods, and/or fails to attempt to make contact directly with Wells Trainedwithin the package period (one calendar month from the package start date), Wells Trained and its representatives reserve the right to cancel outstanding sessions without offering a refund.
viii. Rehoming or otherwise relinquishing ownership of a dog does not automatically qualify a client for a refund for any booked training session or package. Refunds will be applied as per the above conditions.
2.2 Cancellation of any session by Wells Trained
i. In the event that Wells Trained requires to cancel a booked consultation, training session or training package, an alternative will be offered. If this is unsuitable or the client prefers, a full refund shall be made available. Refunds are made by bank transfer only.
ii. Where cancellations are made by the client on more than 3 occasions within the same package period, Wells Trained reserves the right to cancel the remaining package sessions without refund.
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