Terms and Conditions

These terms explain what you can expect when you work with me: what you get, how booking and payment work, my refund policy and what I ask of you. Please read them before you pay, and ask me if anything is unclear. You are asked to accept them when you pay.

About me

I am Caroline Clark, a Qualified Clinical Animal Behaviourist, registered with the ABTC and a Full Member of the Association of Pet Behaviour Counsellors (APBC). I trade as Pet Education and Training and work as a sole trader.

• Email: carolineclark@peteducationandtraining.co.uk
• Post: 1 Coach House, Irton Manor, Moor Lane, Irton, North Yorkshire, YO12 4RW
• I am not registered for VAT, so no VAT is charged.
• I hold professional indemnity and public liability insurance, arranged by Brooks Braithwaite (part of the Petcover Group) and underwritten by Ecclesiastical Insurance Office plc, Benefact House, 2000 Pioneer Avenue, Gloucester Business Park, Brockworth, Gloucester GL3 4AW. It covers my work in the United Kingdom.

In these terms ‘I’ and ‘me’ mean Caroline Clark, and ‘you’ means the person who books.

What these terms cover

These terms apply to your use of this website and to the behaviour consultation packages you book and pay for through it, including follow-up calls, extra sessions and home visits. Together with the package description shown when you pay, they make up our agreement. My Privacy and Cookie Policy explains how I look after your information. It is not part of our agreement.

They do not cover:

• my books, which are sold by outside shops such as Amazon on their own terms (I may earn a commission from Amazon links)
• my online courses, free resources and gift cards, which are on my Pet Education and Training courses website and have their own terms

You must be 18 or over to book. These terms are for pet owners booking for their own pet. If you would like to book for a business, such as a rescue or a cattery, please contact me first so that we can agree the arrangements.

Veterinary referral

Every consultation works on veterinary referral. My professional body requires me to have your vet’s permission before I see your pet, and health problems often cause or add to behaviour problems.

Once I have read your questionnaire and accepted your case, I send you a referral form for your vet (and can send it to your vet directly). Your vet completes, signs and returns the signed referral form to me. The only permission I can accept is your vet’s signature on the signed referral form. You can choose your consultation date while we wait, at least a week ahead so your vet has time, but I cannot hold the consultation until I have your signed referral form. Afterwards I email your vet my behavioural diagnosis and an overview of your behaviour plan.

If your vet does not give permission, I refund you in full (see “Cancellations and refunds”).

My advice is about behaviour and is not veterinary advice. Please contact your vet if your pet is unwell, in pain or suddenly behaves differently.

Packages

What I offer, what it includes and its current price are on my Behaviour Consultations page and in your client area. The price you pay is the one shown when you pay.

Video Consultation with Full Support

• a 120-minute online video consultation, recorded for you
• immediate help and advice
• an 8-week support period, with up to 6 follow-up emails, in which I look at your observations and recordings
• a full behaviour modification plan, training strategies and step-by-step guides, with the option to work with an associate registered trainer (additional fees payable to the trainer will apply)
• liaison with your vet
• a one hour follow-up video call, which can be split, to take within 6 months of your consultation

Home visits

• a home visit includes everything in the Video Consultation with Full Support, except that the consultation itself takes place in your home instead of on video
• I have limited capacity for home visits, and visit homes within an hour’s drive of mine
• I arrange home visits with you directly rather than online, and confirm the fee, including travel, before you pay

Extra sessions

If I think more help would be useful, I may let you book one or more extra sessions on top of your package. I email you when I do. The length and price are shown in your client area, and you pay when you book. If you pay online, I hold the time you choose for 30 minutes while you pay.

Payment

You never pay before I have accepted your case. For a video consultation you fill in the questionnaire first, which is free. Once I have accepted your case and you have chosen a date, you pay the full fee to confirm it. There are no deposits.

You can pay by bank transfer (my preferred way, as it has no fees) or on Stripe’s secure payment page. There you can pay by card, Apple Pay, Google Pay, Pay by Bank (straight from your banking app) or Klarna, which lets you pay later or in instalments on Klarna’s own terms. I never see your card or bank details. I ask for a bank transfer to reach me 48 hours before the consultation where possible, and always before it starts.

For a home visit, which I arrange with you directly, you fill in the same questionnaire. If I can take the visit, I confirm the fee including travel, and you pay once we have agreed the date.

I cannot claim from your pet insurer for you. You pay me and claim it back. I email you a receipt for every payment, which you can give your insurer, and it is also in your client area.

Sending the questionnaire does not commit you to anything, and it is not a promise that I can take your case. I read it and tell you whether I can help before you pay anything. “Cancellations and refunds” below explains what happens if your case does not go ahead.

Booking your sessions

Once I have accepted your case, you choose a time for a video session in your client area, at least a week ahead so that your vet has time to return your signed referral form. Please ask them to return it as soon as you can. The time is confirmed once you have paid. For a home visit, I arrange the day and time with you directly. I usually offer times up to 60 days ahead. If none of the days or times suit you, please get in touch: I may be able to fit you in at another time. You will get an email confirming the time with your Zoom joining link, and a reminder 24 hours before.

Follow-up calls open after your first consultation. With Full Support you have one hour, which you can split into up to 4 calls of at least 15 minutes each. Each call must take place within 6 months of your first consultation, so no times are offered after that date. After that any time left over ends.

Moving a session

You can move a session yourself in your client area up to 48 hours before it starts, once per booking, to any other time on offer. After that, or for a home visit, please contact me and I will help if I can.

If I have to move a session, for example through illness, I will tell you as soon as I can and offer you another time.

Cancellations and refunds

This is my refund policy. In short: cancel at least 24 hours before your consultation and you get all your money back, and you can always move it to another time instead.

Before your consultation

• 24 hours or more before it starts: I refund you in full. You can also move it to another time instead (see “Moving a session” above).
• Less than 24 hours before, or if you do not join: I keep an administration fee of £50 and refund the rest. Or, if you would rather, we can arrange a new time instead and there is no fee.
• In an emergency, for example if your pet is suddenly ill or there is a bereavement, please tell me as soon as you can. I will not charge the fee, and I will refund you in full or we will find a new time.
• If your vet does not give permission, or I decide I cannot take your case, I refund you in full.

After your consultation

• Your package pays for the consultation, the writing of your behaviour plan, my support and your follow-up time. Once we have had the consultation, the consultation and your behaviour plan are not refundable.
• If you decide to stop after the consultation, I refund the part of your package price that covers the follow-up time you have not used.
• Follow-up time is part of your package. Any time you have not used by 6 months after your consultation ends, and is not refunded.

Follow-up calls and extra sessions

• Follow-up calls: if you need to cancel or move a follow-up call, or you miss one, we will arrange another time that suits us both, within 6 months of your consultation. There is no fee.
• Extra sessions: if you need to cancel an extra session, however close to the time, or you miss one, I can move it to another time if you would like. Otherwise I refund you in full.

If I have to cancel

If I have to cancel a session, for example through illness, I will offer you another time. If none suits you, I refund you for anything not yet provided. If I stop working with you because important information was held back (see “Your responsibilities”), I refund you for anything not yet provided.

How to cancel, and how refunds are paid

Please tell me by email. Moving a session can be done in your client area, but cancelling cannot. Any refund goes back the way you paid (to your card through Stripe, or to your bank account) within 14 days of you telling me.

Your right to cancel within 14 days

Because you book online, the law lets you cancel without giving a reason at any time until the end of the 14th day after the day you pay. This applies to each package and to each extra session you pay for. To cancel, tell me clearly by email or by post. You can use the model cancellation form below, but you do not have to.

Your sessions may well fall within those 14 days. When you pay, you are asked whether you want me to start within the 14 days. If you do and then cancel, I refund you, keeping back only an amount in proportion to what I had already provided when you told me. Once your package has been provided in full you can no longer cancel, as you agree when you pay. Cancelling at least 24 hours before your consultation always gets you a full refund (see “Cancellations and refunds”).

I will refund you within 14 days of you telling me that you are cancelling.

Model cancellation form

Only fill in and send this if you want to cancel within the 14 days. You can copy it into an email.

To: Caroline Clark, Pet Education and Training, 1 Coach House, Irton Manor, Moor Lane, Irton, North Yorkshire, YO12 4RW, carolineclark@peteducationandtraining.co.uk

I hereby give notice that I cancel my contract for the supply of the following service: (the package or session)
Ordered on: (the date you paid)
Name: (your name)
Address: (your address)
Date: (today’s date)

Recordings

I record video sessions on Zoom. Recordings are only for you and for my own records: they help me write your plan and check what we talked about.

Once the session has finished, the recording appears in your client area for you to watch back, usually within a few days. You can watch it there for 12 months. It cannot be downloaded. After 12 months it is no longer available to watch. Please let anyone else who will be on camera know.

I will not use your recording for anything else, such as teaching my student behaviour counsellors, unless you have given your permission in the questionnaire.

Your responsibilities

To help me help you safely, please:

• give me full and honest information (including any bites, aggression, medical conditions or medication) and tell me about any changes
• keep your vet involved and follow their advice
• put in place the safety and management steps I recommend, and keep children and visitors safe
• remember that you are responsible for your animal at all times, including during sessions and home visits, under the Animal Welfare Act 2006 and, for dogs, the Dangerous Dogs Act 1991 (or the matching laws in Scotland and Northern Ireland)
• before a home visit, tell me about any hazards and keep animals secured as I ask
• only upload photos and videos of your own home and animals, and let anyone shown in them know that you are sharing them with me (and with my students, if you have given permission in the questionnaire)
• have a device, a reliable internet connection and a quiet space ready for video sessions

If you have held back important information (such as previous bites) and this puts people or animals at risk, I may stop working with you. I refund you for anything not yet provided.

Results

Behaviour change depends on many things, including your pet’s health and history, your home and how consistently the plan is followed. I will use reasonable care and skill, but I cannot promise a particular outcome or timescale.

My responsibility to you

I will provide my services with reasonable care and skill, as the law requires. If I break these terms or fail to use reasonable care and skill, I am responsible for loss you suffer that was a foreseeable result. I am not responsible for unforeseeable loss or for business losses.

I am not responsible for injury or damage caused by your animal, unless it results from my own negligence or my breaking these terms.

Nothing in these terms limits my liability for death or personal injury caused by my negligence, for fraud or for anything else the law does not allow me to limit. Nothing in them affects your legal rights as a consumer.

Your plan and my materials

Your behaviour plan, guides and anything else I produce for you are my copyright. They are for your household to use with your own pet. You are welcome to share your plan and guides with your vet and with anyone who helps care for your pet, but please do not publish them, sell them or pass them on for use with other animals. Your recordings are for your household to watch in your client area, so please do not share your client area link to show them to anyone else.

Your client area

Your client area opens from the personal link in my emails, with no password. On a new phone or computer, and again every 30 days, the website emails you a 6-digit code to type in, so your link on its own opens nothing for anyone else. Please do not forward my emails. If you lose your link, ask for it again on the Client login page. If you think someone else can get into your client area, tell me and I will replace your link, which signs you out everywhere.

I may suspend access if I believe a link is being misused.

Using this website

The articles and resources on this website are general information, not advice for your pet. Please do not rely on them in place of a consultation with me or your vet. I try to keep the website available and accurate but cannot promise that it always will be. Links to other websites are there for convenience, and I am not responsible for their content.

Complaints

If you are unhappy with anything, please tell me in writing, by email or by post, so that I can put it right. I will reply within 14 days. If we cannot resolve it between us, you can make a formal complaint to the Association of Pet Behaviour Counsellors (APBC), following the complaints procedure on its website.

Changes to these terms

I may update these terms from time to time. The terms in place when you pay apply to your package.

The law

These terms are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.