Agreement

1.1 These Terms and Conditions form an agreement between the person purchasing or participating in the services, referred to as the Client, and Training by Francesca, referred to as the Trainer.

1.2 By booking an appointment, purchasing a package or programme, making payment, or selecting the acceptance box during booking, the Client confirms that they have read, understood and agreed to these Terms and Conditions.

1.3 Nothing in these Terms and Conditions affects the Client’s statutory consumer rights.

 

2. Training Services

2.1 Clients must accept these Terms and Conditions before participating in any assessment, training session, package or programme.

2.2 Training requires the Client’s active participation. Where appropriate, the Trainer may work directly with the dog to demonstrate an exercise, assess a behaviour or determine how the dog responds without direct input from the Client.

2.3 An initial behavioural assessment is used to gather relevant information, assess the presenting concerns and recommend an appropriate training plan. The assessment itself is not a practical training session unless expressly stated otherwise.

2.4 Training recommendations will be tailored to the dog, household, environment and information provided by the Client. Recommendations may be adjusted as the programme progresses.

2.5 Clients are expected to follow the agreed training guidance and to raise any concerns promptly. Repeated refusal to follow safety instructions or agreed training guidance may prevent the programme from continuing effectively.

2.6 Behavioural training sessions are scheduled for approximately 60 minutes unless otherwise stated at the time of booking.

2.7 If the Trainer is delayed by public transport or unforeseen travel disruption, the Client will be notified as soon as reasonably possible. Where practicable, the full session time will still be provided. If this is not possible, the missed time will be rearranged or otherwise credited by agreement.

2.8 The Trainer does not guarantee that any particular behaviour will be resolved within a specific number of sessions. Progress depends on several factors, including the dog’s temperament and history, the severity and duration of the behaviour, the Client’s consistency and the dog’s wider environment.

 

3. Packages and Expiry Dates

3.1 Training packages operate as a fixed number of training credits and are valid for the period stated at the time of purchase.

3.2 The validity period begins on the date payment is received, not on the date of the first training session.

3.3 Depending on the package purchased, the validity period will be 3, 6 or 12 months. The applicable expiry date will be shown in the booking or purchase information.

3.4 All sessions must take place before the package expiry date. It is not sufficient for a session merely to be booked before that date.

3.5 The Client is responsible for booking sessions with sufficient notice. The Trainer cannot guarantee availability on particular dates or times, especially where the Client waits until the final weeks of the validity period to arrange their remaining sessions.

3.6 Unused sessions expire automatically at the end of the stated validity period. Expired sessions cannot be refunded, transferred, credited or carried forward.

3.7 Package validity periods are firm. Extensions will not normally be granted because of holidays, changes in work commitments, failure to book, repeated rescheduling or a decision to pause training.

3.8 An extension may be provided where the Trainer has been unable to offer reasonable appointment availability before the expiry date or where an extension is required by law. Any other extension must be expressly agreed in writing before the package expires.

3.9 Cancellation or postponement by the Client does not pause or reset the package validity period.

3.10 Packages are purchased for the named Client and dog and cannot be transferred to another person or dog without the Trainer’s prior written agreement.

 

4. Client Commitment

4.1 Clients are expected to participate fully and remain engaged throughout each session. Mobile phone use should be limited to genuine emergencies or matters directly connected with the training.

4.2 Behavioural modification requires consistency and repetition between sessions. The Client remains responsible for completing the recommended homework and applying the guidance safely.

4.3 Behavioural cases require a minimum initial commitment of three sessions unless the Trainer advises otherwise.

4.4 Clients are encouraged to ask questions and request clarification during or promptly after a session. The Trainer cannot accept responsibility for advice that has been misunderstood, altered or applied in a way that is materially different from the guidance provided.

4.5 Clients must provide accurate and complete information about their dog’s health, behaviour, bite history, triggers and home environment. The Client must notify the Trainer promptly if any relevant information changes.

4.6 The Client must not knowingly place the Trainer, another person or another animal at risk.

 

5. Professional Conduct and Respect

5.1 All communication and training sessions must be conducted respectfully and professionally.

5.2 Rude, abusive, aggressive, threatening, discriminatory, intimidating or otherwise inappropriate behaviour towards the Trainer will not be accepted.

5.3 The Trainer may end a session immediately if the Client’s behaviour makes the session unsafe, hostile or professionally unworkable. Where a session is ended because of the Client’s serious misconduct, that session will be treated as delivered and will not be refunded or credited.

5.4 Repeatedly interrupting the session, undermining agreed safety measures or preventing the Trainer from carrying out the work may also result in the session being ended.

5.5 A Client must not attend a session while materially impaired by alcohol, illegal drugs or any other substance that prevents safe and appropriate participation.

5.6 The Trainer may terminate the wider training agreement following serious or repeated misconduct. Any payment relating to future services will be handled in accordance with these Terms and applicable consumer law.

 

6. Communication and Working Hours

6.1 Normal working and communication hours are Monday to Friday, 8am to 6pm, excluding bank holidays, periods of annual leave and notified business closures.

6.2 WhatsApp or message support is available only where it is included in the service or package purchased.

6.3 Messages may be sent outside working hours, but Clients should not expect them to be read or answered until the next working period.

6.4 The Trainer aims to respond within 24 working hours. This is a target and cannot be guaranteed during periods of illness, annual leave, unusually high demand or other exceptional circumstances.

6.5 Weekend support is not included unless expressly agreed in writing.

6.6 Messaging support is intended for reasonable questions connected with the active training programme. It does not provide continuous access to the Trainer and is not an emergency service.

6.7 Clients are asked to combine non-urgent questions into a single clear message where possible and to allow reasonable time for a response. Repeated calls, excessive messaging, demands for immediate responses or disrespectful communication may result in messaging support being restricted or the training agreement being terminated.

6.8 If a dog presents an immediate risk to people or animals, the Client should take appropriate emergency safety measures and contact a veterinary professional or relevant emergency service where necessary.

 

7. Other Trainers and Conflicting Advice

7.1 Clients should discuss with the Trainer before engaging another dog trainer, behaviourist or training programme during an active programme with Training by Francesca.

7.2 Following conflicting methods at the same time may affect the dog’s progress, welfare and safety.

7.3 Where conflicting professional advice materially interferes with the agreed programme, the Trainer may pause or terminate services after discussing the concern with the Client.

 

8. Dog Health Equipment and Safety

8.1 Sessions may be postponed or stopped where a dog is unwell, injured, in pain, infectious, excessively fatigued or otherwise unsuitable for training.

8.2 Clients must notify the Trainer before the session if their dog is unwell, has developed a new medical condition or is receiving treatment that may affect training.

8.3 The Client must notify the Trainer if a female dog is in season. Training may need to be postponed depending on the location and nature of the planned session.

8.4 Standard training treats may include liver bites, chicken, cheddar cheese and sausage. The Client must disclose any allergies, sensitivities, medical conditions or dietary restrictions before treats are offered.

8.5 The Trainer will not be responsible for an allergic reaction or dietary issue where the Client has failed to disclose relevant information.

8.6 Flexi-leads are not permitted during training sessions.

8.7 Dogs must wear secure and correctly fitted equipment together with a legally compliant identification tag. The Client is responsible for checking that all collars, leads, harnesses, muzzles and other equipment are safe and suitable.

8.8 Where appropriate following assessment, a slip lead may be incorporated into the training programme. The Trainer will explain its intended use and demonstrate safe handling.

8.9 The Trainer may refuse to use equipment or methods that they consider unsafe, unsuitable or inconsistent with the agreed programme.

 

9. Payment and Refunds

9.1 Payment is required in full at the time of booking or by the deadline shown on the invoice or payment request.

9.2 An appointment or package is not confirmed until payment has been received, unless otherwise agreed in writing.

9.3 Subject to the Client’s statutory rights, payments are non-refundable once the applicable cancellation period has ended.

9.4 The Client is not entitled to a refund simply because they:

* change their mind;

* decide not to continue training;

* experience a change in personal or work commitments;

* move away;

* fail to attend or arrange sessions;

* do not complete the recommended training;

* are dissatisfied with the speed of progress where services have been delivered with reasonable care and skill; or

* allow a package to expire with unused sessions remaining.

9.5 Where a refund is required by law, Training by Francesca may deduct the lawful value of services already provided and any reasonable, unavoidable loss directly resulting from the cancellation.

9.6 Once a session has taken place, the fee for that session is non-refundable unless the service was not provided with reasonable care and skill or another statutory remedy applies.

9.7 Refunds will not be provided for expired package credits.

 

10. Statutory Cancellation Rights

10.1 Where a booking is made online, by telephone or away from the Trainer’s usual business premises, the Client may have a statutory right to cancel the contract within 14 days of the date the contract is made.

10.2 To exercise this right, the Client must provide a clear written statement confirming their decision to cancel.

10.3 If the Client asks for an assessment or training service to take place during the 14-day cancellation period, the Client expressly requests that the service begins before that period has ended.

10.4 If the Client subsequently cancels during the statutory cancellation period after services have begun, the Client may be required to pay a proportionate amount for the services already supplied.

10.5 Where a service has been fully performed during the cancellation period following the Client’s express request and acknowledgement, the statutory right to cancel may be lost.

10.6 These statutory rights are separate from the appointment cancellation policy below.

 

11. Appointment Cancellation and Rescheduling

11.1 A booked appointment may be rescheduled once without charge where at least 48 hours’ notice is provided.

11.2 A second request to reschedule the same appointment may be treated as a cancellation and charged at the full session fee.

11.3 Cancellations or requests to reschedule made with less than 48 hours’ notice will be charged at the full session fee. Where the appointment forms part of a package, the corresponding training credit will be deducted.

11.4 Failure to attend an appointment without notice will be charged at the full session fee or deducted from the Client’s package.

11.5 Clients should be ready to begin at the agreed time. A late arrival will not extend the scheduled finishing time.

11.6 If the Client is more than 1511.8 If the Trainer needs to cancel an appointment, the session will be rearranged without charge. If the Trainer’s cancellation would prevent a package session from being used before its expiry date, the validity period will be extended by a reasonable amount.

 

12 Weather

12.1 Outdoor sessions may be moved, adapted or rescheduled where weather conditions could adversely affect the dog’s welfare, concentration or safety.

12.2 Sessions will normally be rescheduled where temperatures exceed 23°C, or 20°C for brachycephalic breeds, unless a safe indoor alternative is available.

12.3 Sessions may also be rescheduled during moderate or heavy rain, storms, snow, ice or other unsafe conditions.

12.4 Weather decisions will be made by the Trainer with the dog’s welfare as the overriding priority.

12.5 A weather-related postponement made by the Trainer will not be treated as a Client cancellation.

 

13 Children and Other People

13.1 Children under the age of 10 may attend a training session only with the Trainer’s prior agreement.

13.2 Children must remain under the supervision and responsibility of an appropriate adult at all times.

13.3 The Trainer may ask for a child or another person to leave the immediate training area where their presence affects safety, the dog’s welfare or the effectiveness of the session.

13.4 The Client is responsible for ensuring that everyone present follows the Trainer’s reasonable safety instructions.

 

14 Aggression and Bite History

14.1 Any known history of aggression, biting, snapping, lunging, guarding or threatening behaviour must be disclosed before training begins.

14.2 The Client must continue to disclose any new incident that occurs during the training programme.

14.3 Where instructed, the dog must wear a suitable muzzle and remain on a secure lead or long line.

14.4 The Trainer may refuse to begin or continue a session if relevant behaviour has not been disclosed or the required safety measures are not in place.

14.5 Responsibility for the dog’s behaviour and physical control remains with the Client unless the Trainer has expressly taken temporary control for a specific exercise.

 

15 Liability

15.1 Dog behaviour is influenced by many factors beyond the Trainer’s control. No guarantee of a particular behavioural outcome can be made.

15.2 Dog training carries inherent risks, including injury to dogs, Clients, the Trainer and third parties. The Client agrees to follow reasonable safety instructions intended to minimise those risks.

15.3 The Client remains responsible for their dog’s behaviour during and after training and for any injury, loss or damage caused by the dog, except to the extent that it results from the Trainer’s negligence or breach of legal duty.

15.4 Training by Francesca will not be responsible for loss or damage arising from inaccurate information, undisclosed behaviour, unsuitable equipment supplied by the Client or the Client’s failure to follow safety instructions.

15.5 In an emergency, reasonable efforts will be made to contact the Client. If the Client cannot be reached and urgent veterinary treatment is reasonably necessary, the Trainer is authorised to seek treatment at the Client’s expense.

15.6 Clients are strongly encouraged to maintain suitable pet insurance and third-party liability insurance.

15.7 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, breach of statutory consumer rights or any other liability that cannot legally be excluded.

 

16 Photography Video and Recording

16.1 Photographs or video footage will only be used for marketing where the Client has provided separate permission.

16.2 Marketing permission is optional and is not a condition of receiving training services.

16.3 A Client may withdraw marketing consent at any time by contacting the Trainer in writing. Withdrawal will apply to future use but may not affect material already lawfully published.

16.4 Clients may not audio record, video record or photograph a training session without the Trainer’s prior written permission.

 

17 Data Protection

17.1 Client information will be collected and used for the purpose of providing training services, administering appointments, processing payments, communicating with the Client and maintaining appropriate business records.

17.2 Personal information will be handled in accordance with applicable UK data protection legislation and the Training by Francesca privacy notice.

17.3 Information will not be shared with third parties unless this is necessary to provide the agreed services, process bookings or payments, meet insurance requirements, protect safety or comply with the law.

 

18 Circumstances Beyond Reasonable Control

18.1 Training by Francesca will not be liable for a delay or failure to provide a service caused by circumstances beyond reasonable control. These may include serious illness, severe weather, accidents, public transport disruption, government restrictions or other unforeseen events.

18.2 Where possible, an affected appointment will be rearranged.

18.3 If the service can no longer be provided, any payment relating to undelivered services will be handled in accordance with applicable consumer law.

 

19 Termination of Services

19.1 The Trainer may suspend or terminate services where:

- the Client commits a serious or repeated breach of these Terms;

- the Client behaves abusively, threateningly or inappropriately;

- important behavioural or safety information has been withheld;

- required safety measures are repeatedly ignored;

- the training relationship can no longer continue safely or professionally; or

- conflicting methods prevent the agreed programme from being delivered effectively.

19.2 Where reasonably appropriate, the Trainer will explain the concern and give the Client an opportunity to correct it before terminating services. This will not be required where the conduct is serious, threatening or creates an immediate safety risk.

19.3 Ending the agreement does not create an automatic entitlement to a refund. Any sums retained or refunded will be determined in accordance with the services already provided, any loss directly caused by the Client’s breach and applicable consumer law.

 

20 Changes to These Terms

20.1 Training by Francesca may update these Terms and Conditions for future bookings.

20.2 The Terms accepted when the Client made their purchase will normally continue to apply to that purchase.

20.3 A material change affecting an existing package or programme will not apply retrospectively unless the change is required by law or agreed with the Client.

 

21 Complaints

21.1 Any complaint should be submitted in writing using the contact details provided on the Training by Francesca website or booking confirmation.

21.2 The Client should provide sufficient information to explain the issue and the outcome they are seeking.

21.3 Training by Francesca will acknowledge and consider complaints within a reasonable period and will aim to resolve concerns directly wherever possible.

 

22 Governing Law

22.1 These Terms and Conditions are governed by the laws of England and Wales.

22.2 Any dispute will be subject to the jurisdiction of the courts of England and Wales, without affecting any statutory right the Client may have to bring proceedings elsewhere.