1.1 Pets Explained's fee for clinical behavioural assessment will be dependent on factors such as the species in question and the type, scope and nature of assessment required. A tailored quote will be given by Pets Explained via email following the client's enquiry. 1.2 In order to secure an assessment slot date, the client agrees to provide upfront payment at the time of booking. Bookings may only be considered as confirmed by the client after receiving email confirmation on receipt of payment for the assessment. To confirm an assessment booking with Pets Explained payment must be received upfront prior to the assessment taking place.

1.3 Pets Explained applies a travel fee to in-person assessments requested where the animal's home location falls outside of Pets Explained's local area (see below). Travel fees are calculated on an individual basis dependent on travel time and additional fuel costs incurred. Travel fees may be incurred by clients outside of the following postcode areas:

• SW11 - SW12 - SW15 - SW16 - SW17 - SW18 - SW19 - SW20

• KT1 - KT2 - KT3 - KT4 - KT5 - KT6 - KT7 - KT8 - KT9 - KT10 - KT17 - KT19 - KT20

• SM1 - SM2 - SM3 - SM4 - SM5 - SM6

• TW11 - TW12 - TW10

1.4 It is the client's responsibility to ensure their and/or the owner's attendance on the dates, times, and locations agreed with Pets Explained for assessment. 1.5 If contact regarding rescheduling a booking is made less than 1 working day prior to the booked assessment's start date, a surcharge of 30% of the original fee will be payable to Pets Explained in order to reschedule the session, otherwise the session will be forfeited. The client understands such a surcharge must be paid upfront in order to confirm the new, rescheduled booking date. If contact regarding rescheduling is made in advance of 1 working day of the assessment start time, no rescheduling fee will be payable. 1.6 Clients have a statutory right to withdraw from an agreement or contract within a 14-day period without penalty and with a full refund. The client will be charged for any services they benefit from between the time their booking is confirmed and the time they decide to withdraw, if within 14 days. Refunds requested after the statutory 14-day-period will be offered credit with Pets Explained, subject to availability. Cash refunds may be offered at the discretion of Pets Explained where refund requests are oweing to an exceptional and unavoidable circumstance. 1.7 Where assessment is required for multiple pets within one household and/or assessment, an additional fee will be payable for each pet included in the assessment. The client agrees to provide the required information (see section 2) for all pets living within the household to be assessed.

2.1 The client must provide instructions and/or appropriate context regarding the clinical assessment, to include but not limited to: purpose of assessment, expectations of assessment, provision of any existing behaviour relating to the dog's behaviour (including incidents of aggression the client has been made aware of), exising risk assessments for the individual pet, features of the household which would reasonably be expected to increase risk presented by the dog (i.e. known vulnerabilities of household members impacting ability to care for, handle, or otherwise appropriately manage canine behaviour). 2.2 Access to the dog's current home location is required to assess behaviour in situ, as well as discussion with the current owners or keepers of the dog around behaviour, background, and health where applicable. 2.3 An up-to-date copy of the dog's existing clinical notes from their current (or most recent) veterinary surgery is required for the purposes of clinical behaviour assessment. 2.4 The client will receive a written PDF report within 7 days of the assessment date including an assessment of risk and an overview of the dog's behaviour as observed in consultation and gleaned from the veterinary history and discussions with the owner. The report will also include risk based on owner communication with, and behavioural management of the dog. 2.5 Where appropriate the client's report will include an overview of recommendations to improve risk observed during assessment. The client is aware such recommendations are expected to reduce risk alongside monitoring and support with a clinical animal behaviourist in order to maximise behavioural benefits via owner understanding and guidance provided.

3.1 The responsibility for the dog's past, current and future welfare and behaviour remains with the owner and/or relevant authority at all times. Pets Explained will not be responsible for the dog's behaviour at any time, or for any results of the dog at the time of its' behaviour. This remains the responsibility of the legal owner and/or keeper. The client also accepts responsibility for ensuring any other parties accompanying them to a consultation are aware that they do so at their own risk, and are aware of the risks involved. 3.2 All sensitive information provided in the process of assessment with Pets Explained will be managed appropriately within GDPR legislation. The client agrees to manage the behaviour report produced by Pets Explained within GDPR legislation. 3.3 Clinical behaviour assessment provides an expert, evidence-based and realistic risk presented by the individual animal in the circumstances on the date of assessment. The client understands no behaviour assessment can be guaranteed to predict future behaviour and/or risk presented by an individual dog in differing or future circumstances due to many factors outside of both the clients' and Pets Explained's control. Future behaviour and risk may vary dependent on the pet's future routine, environment, health, experiences, human interaction styles, and so on.

3.4 It is the client's responsibility to make Pets Explained aware of any aggression previously exhibited by the pet in advance of the assessment date. If deemed necessary by Pets Explained, owners may be asked to take steps to enhance safety during asessments, such as placing their pet in a secure room without access to visitors. The client and/or owner agrees to follow all direct safety instructions from Pets Explained in order to safeguard all parties. Failure to do so may result in the cancellation of the asessment without a refund. 3.5 Pets Explained takes all reasonable measures to safeguard clients, owners, and pets. Though unlikely, the client understands that undertaking activities with pets presents risk of injury to owners, pedestrians, pets and wildlife. The client and/or owner accepts responsibility for their pet's behaviour throughout the assessment process when booking. Pets Explained does not accept liability for any loss, damage, injury or illness to pets, other animals, handlers, spectators, members of the public or owners of property occuring as a result of animal behaviour before, during or after the assessment process. 3.8 Clients agree to remain aware of a pet's state of health and inform Pets Explained prior to the consultation if the pet is believed to be suffering from an active transmissible zoonotic disease or parasite (such as giardia, COVID-19, ringworm, etc) up to 7 days prior to assessment. This does not necessarily mean the consult will be postponed. 3.9 Food treats and toys are brought to consultations by Pets Explained to explore the pet’s behaviour and motivations. By booking, the client takes responsibility for informing Pets Explained if the pet has an aversion to or problem (such as guarding behaviour or allergies) related to any food or resource.