Terms and Conditions

By making a booking you acknowledge that you have read, understood, and fully accept the terms and conditions as detailed below:

Bookings:

All business bookings are conducted officially through email, even if your original enquiry is taken by telephone.
To ensure that there are no medical issues contributing to your pet’s behaviour, Puzzled Pets will ask for a veterinary referral form to be completed. Your vet may ask to see your pet for a check-up before completing the referral
Consultations will only be confirmed on receipt of payment at least 2 days prior to your consultation. Payment can be made via BACS prior to your consultation using the bank details on the invoice shared via email.
It is your responsibility to ensure you are available on the correct date, time, and place for the consultation according to the information provided by Puzzled Pets.
The consultation fee for the ‘Bronze’ Behaviour Consultation Package includes an initial consultation lasting up to 2 hours, the first Behaviour Treatment and Training Plan, and 6 months of remote support. In addition up to six remote catch-ups, each lasting up to 40 minutes in length.
The consultation fee for the ‘Silver’ Behaviour Consultation Package includes an initial consultation lasting up to 2 hours, the first Behaviour Treatment and Training Plan, and 6 months of remote support. In addition up to six remote catch-ups, each lasting up to 40 minutes in length
The Silver package also includes 3 follow-up sessions, each lasting up to 1 hour in length.
Follow-up sessions included in this package will need to be scheduled within 3 months of receiving your first Behaviour Treatment and Training Plan. It is your responsibility to book these sessions with Puzzled Pets. If you do not schedule your follow-up session within 3 months of receiving your first Behaviour Treatment and Training Plan, Puzzled Pets reserves the right to terminate your package. In this eventuality, no monies will be reimbursed.
The consultation fee for the ‘Gold’ Behaviour Consultation Package includes an initial consultation lasting up to 2 hours, the first Behaviour Treatment and Training Plan, and 6 months of remote support. In addition up to six remote catch-ups, each lasting up to 40 minutes in length.
The Gold package includes 6 follow-up sessions, each lasting up to 1 hour in length.
Follow-up sessions included in this package will need to be scheduled within 3 months of receiving your Behaviour Treatment and Training Plan. It is your responsibility to book these sessions with Puzzled Pets. If you do not schedule your follow-up session within 3 months of receiving your Behaviour Treatment and Training Plan, Puzzled Pets reserves the right to terminate your package. In this eventuality, no monies will be reimbursed.
Individual training or follow-up sessions booked separately from any packages, last up to one hour.
Follow-up support will be available via paid sessions for as long as you and your pet need, in order to reach agreed goals.
Consultations and sessions that are virtual or held online cannot be transferred or postponed to face-to-face sessions.
Refunds will not be given once the initial 1.5 hour consultation has taken place.

Methods:

Puzzled Pets complies with APBC’s (Association of Pet Behaviour Counsellors) Code of Conduct, you can read and refer to this here.
Puzzled Pets will not use punitive techniques used towards your pet or support clients in the use of any deemed punishing. All behaviour and training methods embrace humane, scientifically-sound training practices based on learning theory and an understanding of dog behaviour. This will always exclude any pain-inducing, fear-inducing, or avoidance-based techniques.

Cancellations:

The cancellation rates, should you (the client) need to cancel an appointment, are as follows:
- 48 hours and over – no charge
- Between 48 hours and 24 hours – 50% charge of booked session
- Under 24 hours – 100% charge of booked session
Sessions scheduled as part of the ‘Behaviour Support Package’ that are cancelled with less than 24 hours’ notice, will be void and the session cannot be rescheduled.
In the event that your session has to be cancelled by Puzzled Pets, your session will be rescheduled to the next first available appointment and this will be discussed and confirmed with you by email.

Guarantees:

There are no guarantees that a problem behaviour will be completely resolved. Some issues have a genetic input; and/or a problem behaviour may have been going on over a long period. All successes will depend on the work put in by you, the owner, people involved in the training, environmental factors (for example, your household, your walking routes, the influence of other people and animals) and physical factors (for example, diet, neutering status, medical conditions)
Results may be seen very quickly but are more likely to take time and commitment and very occasionally a behaviour plan may not be effective in resolution of problem behaviour.
Your pet will be objectively assessed and Puzzled Pets will write a Behaviour Treatment and Training Plan designed to suit your needs. This will require your ongoing commitment, consistency and patience.
Implementing the Behaviour Treatment and Training Plan is the responsibility of the owner, as is the responsibility for the pet’s welfare and ongoing behaviour.
Puzzled Pets cannot be held responsible for any events or actions arising from failure to follow any advice, given either in writing or verbally.
Some pets are not suitable to remain in their current home, and if this is the case it will be discussed with you. You are solely responsible for this decision.

Safety:

Safety is a primary concern. If your pet has any behavioural issues that may cause injury to itself or others, escapes or causes damage, you are required to notify Puzzled Pets in writing so that we can adjust the programme accordingly. Any incidents that occur due to lack of management, neglect or otherwise, remain the responsibility of you, the pet owner.
Dog training in particular often involves physical activity and as such, owners are reminded to pay due care and attention to their own health and safety, and that of others.
Owners remain responsible for the action of their pets at all times. Neither Laura nor any person acting on her behalf accepts liability for any loss, damage, injury or illness to dogs, other animals, handlers, spectators, members of the public or owners of property whatsoever.
Any children who are attending consultations must be supervised by a responsible adult at all times.
For health and safety reasons, please pick up after your dog and dispose of its waste responsibly.

GDPR:

Refer to Puzzled Pet’s Privacy Policy for details on how we use your personal information.
You agree that you will give your veterinary surgeon permission to sign a referral form that either you or they will send back to Puzzled Pets, along with your pet’s medical history before the initial consultation. You also agree that we have your permission to share an overview report with your referring veterinary surgeon and/or practice staff, to discuss your pet’s case verbally or in writing by email or letter, at any time during the duration of the Behaviour Treatment and Training Plan.
Puzzled Pets reserves the right to use photos and or videos of your pet to share on social media channels if an agreement has been made in writing over email.
Puzzled Pets reserves the right to repost a story or photo if you ‘tag’ Puzzled Pets, from your own social media channel.
Any reviews shared on Google may also be reposted on Puzzled Pets’ social media channels.

While you’re waiting for a consultation…

Management is key for safety and to prevent the problem from getting worse before the training plan begins. Every time your pet rehearses a behaviour, it becomes more ingrained so try to avoid scenarios that will cause the unwanted behaviour. If your pet is showing signs of aggression, then make sure to keep them under control by using leads, muzzles, and dog gates as safe and appropriate, while avoiding any triggers.