Dog on the Hill
Terms & Conditions
These Terms and Conditions apply to all training classes, one-to-one training sessions, behaviour consultations and online consultations delivered by Jane Robinson trading as Dog on the Hill.
By confirming a booking, the Client confirms that they have read, understood and agree to these Terms and Conditions.
1. Professional Standards
Jane Robinson agrees to provide training and behaviour advice using current science and evidence-based, reward-based methods, exercising the highest standards of professionalism, care and judgement at all times.
The welfare of the dog will always take priority when making training or behaviour recommendations.
Advice provided is based on the information available at the time of consultation together with Jane Robinson's professional knowledge and experience.
These Terms apply equally to consultations delivered in person or remotely via Zoom or other suitable online platforms.
2. Client Responsibilities
The Client remains responsible at all times for the welfare, safety and control of their dog during training sessions, behaviour consultations and while implementing any training or behaviour plan.
The Client agrees to:
provide accurate information regarding their dog's history and behaviour;
disclose any previous aggression, bite incidents or behavioural concerns;
follow all reasonable safety instructions given during consultations;
ensure that all members of the household understand and comply with agreed management strategies where appropriate.
3. Veterinary Requirements
The Client confirms that their dog is:
appropriately vaccinated*;
microchipped in accordance with current UK legislation;
free from contagious illness;
not in season when attending group classes;
receiving appropriate flea and worm treatment (unless otherwise agreed).
(*Puppies attending indoor puppy classes are exempt from full vaccination requirements for the first two sessions where appropriate.)
For behaviour consultations, Jane Robinson may require written veterinary confirmation that there are no untreated medical conditions contributing to the dog's behaviour before work begins.
The Client authorises Jane Robinson to communicate with their veterinary surgeon where this is necessary to support the dog's welfare or behaviour programme.
4. Safety
Dogs attending training sessions must be suitable for the type of session booked.
Where aggression towards people or other dogs has occurred previously, this must be disclosed before any appointment is confirmed so that the most appropriate consultation format can be arranged.
Jane Robinson reserves the right to recommend alternative equipment (including a muzzle where appropriate) or to recommend referral to another suitably qualified professional if she believes this to be in the best interests of safety and welfare.
Jane Robinson reserves the right to terminate or discontinue any consultation immediately if, in her professional judgement, continuing would place the trainer, client, members of the public or any dog at unnecessary risk.
5. Behaviour Questionnaires
Behaviour consultations require completion of the behavioural history questionnaire before the appointment.
Jane Robinson invests significant preparation time before each behaviour consultation. If the completed questionnaire or any requested veterinary documentation has not been received with sufficient time to allow adequate preparation, Dog on the Hill reserves the right to postpone or reschedule the appointment.
6. Booking Confirmation
Appointments offered by Dog on the Hill are held provisionally for 24 hours, unless otherwise agreed.
A booking is only confirmed once:
the Client has accepted the appointment;
any requested paperwork has been received;
and payment has been made where applicable.
If confirmation is not received within 24 hours, Dog on the Hill reserves the right to offer the appointment to another client without further notice.
7. Payment
Payment must be made in accordance with the booking confirmation.
Behaviour packages and block bookings are payable in advance unless otherwise agreed.
Confirmation of a booking constitutes acceptance of these Terms and Conditions and agreement to pay all applicable fees.
8. Cancellation by the Client
Clients wishing to cancel or rearrange an appointment must provide at least 48 hours' notice.
Appointments cancelled with less than 48 hours' notice, missed appointments or "no shows" remain fully chargeable, as this time has been reserved exclusively for that Client and is unlikely to be filled at short notice.
Where more than 48 hours' notice is given, Dog on the Hill will make every reasonable effort to offer an alternative appointment.
Behaviour consultation fees are non-refundable once the consultation has taken place.
9. Cancellation or Changes by Dog on the Hill
Jane Robinson reserves the right to postpone, reschedule, relocate or change the format of any consultation or class where, in her professional judgement, doing so is necessary to protect the welfare or safety of the dog, the client, the trainer or members of the public.
This may include, but is not limited to:
extreme weather (including heatwaves, snow or ice);
concerns regarding the dog's physical or emotional welfare;
environmental conditions that are unsuitable for learning;
trainer illness;
family emergency;
or any other circumstance beyond reasonable control.
Where appropriate, sessions may be moved online via Zoom rather than cancelled.
Where an appointment is postponed by Dog on the Hill, an alternative appointment will be offered at a mutually convenient time.
10. Welfare First
Dog on the Hill is committed to working in accordance with reward-based, welfare-led training principles.
Jane Robinson reserves the right to modify, postpone or discontinue any exercise, training plan or consultation where, in her professional judgement, continuing would compromise the welfare, emotional state or safety of the dog, client or others.
This includes adapting training plans where necessary to reflect changes in the dog's health, behaviour or environment.
11. Data Protection
Client records are stored securely in accordance with UK GDPR and applicable Data Protection legislation.
Information will remain confidential and will only be shared with third parties, such as the client's veterinary surgeon or another behaviour professional, with the Client's consent or where required by law.
12. Behaviour Modification
Behaviour modification is a gradual process requiring consistency, patience and commitment.
Many factors influence behaviour, including genetics, health, learning history, environment and owner implementation.
There are no quick fixes or guaranteed outcomes.
The Client remains responsible for implementing agreed training and behaviour plans outside consultation sessions.
13. No Guarantee of Results
The Client acknowledges that behaviour change depends upon many factors beyond the control of Dog on the Hill.
While every effort will be made to provide appropriate guidance and support, Jane Robinson cannot guarantee specific behavioural outcomes or timeframes.
Recommendations regarding products, equipment or third-party services are made in good faith and do not constitute a guarantee of satisfaction or effectiveness.