Crystal Frost Dog Training and Behaviour

Terms and Conditions

These Terms and Conditions apply to all services provided by Crystal Frost Dog Training and Behaviour, including consultations, dog training sessions (in-person and online), courses, advice, equipment, and any related support. By booking or attending a session, you confirm that you have read and agreed to these terms.

Throughout this document:

  • “We”, “us”, or “our” refers to Crystal Frost Dog Training and Behaviour.

  • “You” refers to the owner or handler of the dog(s).

  • “Dog” refers to any dog involved in the sessions or services.

These terms are in place to protect the safety, welfare, and rights of all parties involved, particularly your dog.

1. Our Commitment to You and Your Dog

We provide professional, ethical, and welfare-centred advice and dog training to support you and your dog. While we aim to assist with behaviour issues, results cannot be guaranteed as outcomes depend on multiple factors, including health, environment, and consistent implementation.

2. Safety and Risk

The safety of your dog, yourself, and others is our top priority.
You are responsible for following all safety and risk-prevention advice provided, and for ensuring that anyone handling your dog does the same.

3. Your Commitment

By booking with us, you agree that:

  • Participation in sessions is at your own risk

  • You will implement all advice provided and ensure others involved do the same

  • You may need to make changes to routines, environment, enrichment, or lifestyle

  • You may be asked to provide progress updates, diaries, or video recordings

While we support you throughout the process, we cannot be held responsible for household, relationship, or lifestyle challenges arising from your dog’s needs.

4. Consent and Choice

You are free to start, continue, or stop following our advice at any time. All legal responsibilities regarding the welfare, control, and care of your dog remain with you.

5. Duty of Care and Liability

We take reasonable care at all times.
You acknowledge that participation in dog training and behaviour work is at your own risk.

We cannot accept liability for:

  • Injury, loss, or accidents involving you, your dog, family members, or third parties

  • Veterinary or related costs arising from incidents linked to training, advice, equipment, or recommendations

6. Honest Disclosure

Full and honest disclosure is essential for safe and effective support.

  • Forms and Questionnaires: Complete all required forms at least 48 hours prior to appointments. Failure to do so may result in cancellation without refund.

  • Veterinary Referral: Behaviour services require a veterinary referral at least 48 hours before the session. Without this, sessions cannot proceed.

  • Health Disclosure: Disclose all medical conditions or concerns for your dog and relevant attendees. Failure to do so may result in paused or terminated sessions without refund.

  • Behaviour and Legal History: Disclose all behaviour concerns, previous incidents, legal matters, or insurance claims.

  • Previous Professional Involvement: Disclose past or current involvement with other dog trainers or behaviourists.

  • Illness, Seasons and Recovery: Do not attend sessions if your dog is unwell, recovering from surgery, or in season.

  • Vaccinations and Parasite Control: Dogs must be up to date on vaccinations, flea/worm treatments, and parasite prevention.

  • Pain or Welfare Concerns: Sessions may be paused or terminated if welfare concerns arise until veterinary clearance is provided.

7. Veterinary and Professional Involvement

You consent to us contacting your dog’s veterinary practice where relevant.
We do not work alongside other dog trainers or behaviourists during active support unless openly agreed in advance. Conflicting advice during our service may result in termination without refund.

8. Other People Involved

You are responsible for anyone you involve, including children.
Children must be supervised at all times and should not attempt training or behaviour exercises themselves.

9. Confidentiality and Safeguarding

All client information is treated confidentially and handled according to UK GDPR.
We are legally required to report any concerns regarding the safety or welfare of humans or dogs.

10. Training Methods

We use force-free, welfare-centred methods only.
Use of punitive techniques or equipment (choke, prong, or shock collars) will result in immediate termination of services without refund.

11. Legal Advice

We do not provide legal advice. You should seek independent legal guidance if required.

12. Behaviour and Conduct

We expect all interactions to be respectful and safe.
Abusive, threatening, or aggressive behaviour will result in immediate termination of services and may result in legal action.

13. Control of Your Dog

You are responsible for keeping your dog under safe control at all times.
Failure to do so may result in termination of services without refund.

14. Communication

  • We communicate via email, phone, or scheduled online/face-to-face sessions

  • This is not an emergency service — contact your vet or emergency services if urgent help is needed

  • Regular updates during support periods are required; failure to maintain contact for 4 weeks may result in case closure without refund

  • Fair use applies to correspondence time in support plans; excess contact may require additional sessions

15. Remote Services

Remote sessions may be via Google Meet or telephone.
You are responsible for:

  • Suitable technology and internet connection

  • A safe, private environment

  • Understanding the limitations of remote sessions

Sessions may be recorded for professional purposes and are not shared with clients. Recording sessions yourself is not permitted.

16. Payments and Cancellation Policy

Full Payment Required Before Booking:

  • Full payment for all sessions must be made before your booking is confirmed.

Cancellations Before 14 Days:

  • You may cancel within 14 days of booking by phone, letter, or email.

  • A 30% retention of the full fee applies if cancelling within this period.

Cancellations Within 7 Working Days:

  • Cancellations made within 7 working days of your session will be charged in full, regardless of circumstances.

Once Service Has Started:

  • No refunds or partial refunds will be given once a session or service has started. This includes:

    • Missed or unattended sessions

    • Choosing not to continue with consultations

    • Rehoming or euthanising your dog

    • Deciding not to book optional follow-up sessions

Late Arrival or No-Show:

  • Please be ready 5 minutes before your session.

  • We will wait 15 minutes after the scheduled start time.

  • If you do not attend within this window, the session will be forfeited, and the full fee charged.

Replacement Sessions:

  • If you cannot attend, you must provide 5 working days’ notice to book a replacement session.

  • Sessions not rescheduled in time will be forfeited with no refund.

17. Practitioner Cancellations and Referrals

If we cancel a session, unused sessions will be refunded.
If we recommend referral to another professional for your dog’s welfare or specialist support, unused sessions will be refunded.

18. Privacy

Your personal information is protected under our Privacy and GDPR Policy.

19. Client Consent Statement

By booking or attending services with Crystal Frost Dog Training and Behaviour, you confirm that you:

  • Have read, understood, and agree to these Terms and Conditions

  • Have provided full and accurate information about your dog’s health and behaviour

  • Understand outcomes cannot be guaranteed

  • Will follow all safety, management, and training advice

  • Accept responsibility for your dog’s behaviour and anyone you involve

  • Understand and accept payment, cancellation, and refund policies