Question 1

Behaviour Guarantees

Accepted Answer

1.1 It is not possible to guarantee that an undesirable behaviour will be completely eradicated after behaviour consultation, training, advice, or behaviour modification treatment. This is because the outcome of your pet's behaviour depends on many variables outside the scope of Pets Explained, such as time available to owners to practice training techniques at home.
 
1.2 Pets Explained will provide a Behaviour Modification Programme tailored to the client's pet, household and routien for Behaviour Consultation packages. Implementation and the ultimate success of the Behaviour Modification Plan or guidance included is the responsibility of the client.   
 
1.3 The responsibility for the pet’s welfare and behaviour remains with the owner at all times.
 
1.4 In some cases, a pet may not be best placed in its' current home, for a variety of reasons including owner/family safety. In this event, Pets Explained will discuss the situation with the client to provide advice to best safeguard the wellbeing of both pet and owner(s), drawing on experience-based judgement. The decision to rehome the animal lies solely with the owner. Pets Explained will not contact any third parties related to rehoming unless requested to do so by an owner, and Pets Explained can advise on the rehoming process if requested. In incredibly rare cases, public authorities may be notified by Pets Explained in the event of unaddressed, serious, and imminent risk to a vulnerable person or the public is very likely. Please note this is very unlikely to occur in owner-initiated behaviour support, as the owner is taking active steps to address concerning behaviours.

Question 2

Behaviour Consultation Process

Accepted Answer

2.1 The provision of your pet’s medical notes and agreement from your pet’s Veterinary Surgeon for your animal to be seen by Pets Explained are prerequisites to the behaviour consultation process. This aligns with the code of conduct for Clinical Animal Behaviourists set out by the Animal Behaviour and Training Council. If veterinary referral is not received by Pets Explained for the pet prior to the client's Assessment session, the session and/or package will be postponed or refunded.  
 
2.2 Pets Explained is not able to discuss named veterinary medications with clients. Under the Veterinary Surgeons Act 1996 (1980) these can only be discussed with your Veterinary Surgeon.
 
2.3 Prior to booking, Pets Explained will send prospective clients a link via email to a Pre-Consultation Questionnaire (PCQ). This must be submitted in full before an assessment date is offered to the client by Pets Explained. See the Pets Explained Privacy Policy for how information collected is processed. 
 
2.4 Assessment Sessions (included in all support packages) mostly take between 1-2 hours to undertake. Owners are responsible for ensuring 2 hours are available for this session.
 
2.5 PDF Behaviour Modification Plans will be sent via email to clients up to 10 days following their Assessment session. If there is an unforeseen circumstance resulting in a longer delay than 10 days, Pets Explained will swiftly inform the owner before 10 days and give a realistic timeframe when the plan can be expected to arrive.
 
2.6 For Behavioural Consultation Packages, integrated follow-up sessions should be scheduled as soon as possible after the Behaviour Modification Plan (BMP) is received. Booking links will be provided by Pets Explained for clients to schedule follow-up sessions at a mutually available time and date.

2.7 It is the client's responsibility to schedule follow-up support sessions within the support period for their selected package (1, 2, 3, or 4 months from the date of the Assessment session depending on the  package selected). Follow-up sessions unbooked at the end of the client's support period will be forfeited unless agreed prior with Pets Explained. Pets Explained has discretion to extend this support period if booking availability is limited, or if the client is unable to schedule their sessions within the support period due to exceptional and unforeseen circumstances.
 
2.8 Zoom or virtual consultations are not transferrable to practical (face to face) sessions without an upgrade fee. Upgrade fees are available on request.
 
2.9 Pets Explained recommends all household members are present for the Assessment and Follow-Up sessions, though this is not mandatory. Clients agree to supervise minors at all times during sessions with Pets Explained. 
 
2.10 Pets Explained may provide general advice relating to pet products or toys and/or provide links to examples of specific demonstration products. Such examples are not brand endorsements by Pets Explained and Pets Explained accepts no liability for any risk associated with such products, nor for the content on the website that Pets Explained provides a link to. Links are provided as examples of products or training plans only, and clients are encouraged to appraise alternatives to best suit their needs. Pets Explained tries, within reason, to ensure products and external websites which clients are directed to contain accurate, reliable and appropriate information. However, clients are solely responsible for reviewing costs, safety information, and reviewing directions of use from product manufacturers and seeking advice from their vet if these are unclear.
 
2.11 Pets Explained has a relationship with Tug-E-Nuff and Church Products UK and are provided with their products for demonstration purposes. Where these products may be recommended by Pets Explained for specific pets and/or specific behaviours, Pets Explained product recommendations are based purely on behavioural suitability where the product is reasonably expected to benefit the behaviour of the individual pet.

Question 3

Safety and Equipment

Accepted Answer

3.1 If deemed necessary by Pets Explained, owners may be asked to take steps to enhance safety during face-to-face consultations, such as placing their pet securely in a room without access to visitors. The client agrees to follow all direct safety instructions from Pets Explained safeguard all parties. Failure to do so may result in the cancellation of the session and/or package without a refund.
 
3.2 Pets Explained takes all reasonable measures to safeguard clients and their pets. However, undertaking activities with pets may present a risk of injury to owners, pedestrians, pets and wildlife and the client accepts responsibility for their pet's behaviour throughout the consultation 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.
 
3.3 By booking a session with Pets Explained, the client accepts that participating in the training and behaviour modification of your pet’s behaviour may pose a risk of injury to the client and pet. 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.
 
3.4 By booking, the client accepts that Pets Explained will not take responsibility for any accidental damage to property before, during or after a session or package, including damage caused by the pets. For damage of to property of Pets Explained (excluding pet toys and training equipment) the client accepts they may be asked to replace or fully compensate this damage.
 
3.5 In the unlikely event of an accident or injury during a practical session, the client should immediately report this to Pets Explained in order for safety protocols to be applied.
 
3.6 By booking, clients agree to inform Pets Explained if their pet is known to exhibit behavioural problems that could cause damage or injury to their pet, themselves or others prior to any sessions with Pets Explained.
 
3.7 By booking, clients agree to inform Pets Explained prior to the consultation if they believe they or their pet may reasonably transmit a zoonotic disease or parasite (such as giardia, COVID-19, or worms) within a consult. This does not necessarily mean the consult will be postponed.
 
3.8 Food treats and toys are brought to consultations by Pets Explained to explore the pet’s 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. 
 
3.9 Pets Explained accepts no liability in the event the client suffers a loss due to inaccurate information provided to Pets Explained relating to the pet, or in the event the client fails to implement recommendations from Pets Explained.

Question 4

Booking

Accepted Answer

4.1 Bookings will only be confirmed once payment has been received in full, using a PDF invoice provided to the client via email at the point of booking. Bookings should only be considered confirmed after an email from info@pets-explained.co.uk (info@pets-explained.co.uk)has been received confirming payment has been received by Pets Explained, and a calendar invitation for the first session or Assessment has been received by the client via email. 
 
4.2 After Pets Explained sends an invoice and booking link to the client for their selected service, payment in full must be received within 24 hours of the email being sent for the booking to be confirmed. If payment is not received from the client up to 24 hours after the invoice is sent to the client, any bookings scheduled by the client pertaining to the product described in the invoice are no longer guaranteed and will be cancelled, unless formerly agreed in writing with Pets Explained.
 
4.3 It is the client's responsibility to ensure their attendance on the dates, times, and locations agreed with Pets Explained for session(s). If contact is not received at least 24 hours before a booked and/or confirmed session with Pets Explained, this session will be forefited. See ‘Cancellations’ for further details.

Question 5

Pricing, Payment & Travel Fees

Accepted Answer

5.1 Payment will be requested in full at the point of booking in order to confirm the client's selected dates. Payment can be made by Card (where accepted by Stripe payments), Bank Transfer, or in some circumstances in Cash. Payment details will either be provided using a PDF invoice via email at the point of booking, or using a secure Stripe booking link via Calendly.
 
5.2 Payment in full must be made prior to the client's booking in order for the session date(s) to be confirmed by Pets Explained, unless otherwise agreed prior in writing between Pets Explained and the client.
 
5.3 The price advertised on https://www.pets-explained.co.uk at the time of booking applies to the cost of the client's selected service, unless otherwise agreed in writing with Pets Explained prior to booking.
 
5.4  Where a Behaviour Modification Plan requires inclusion of more than one pet, or more than one pet requires an individual Behaviour Modification Plan, an additional fee (decided on a case-by-case basis) will be incurred if the main behaviour problem(s) are unrelated to conflict or social problems between the pets in question. 
 
5.5 If requiring or booking in-person services in the Congestion Charging Zone (CC) or if on-street parking is chargeable and/or requires petmits, the client agrees to cover relevant costs by providing a permit, off-street parking or other arrangement which would absolve any charge or fine which may otherwise apply to Pets Explained during the service provided to the client.

5.6 Travel Fees: A Travel Fee will be payable for Practical (in-person) sessions which are expected to take place at locations outside of the area local to Pets Explained. This allows the extension of services to distant clients without resulting in a loss of business income which would be expected to arise from addtional petrol costs and travel time.

5.6.1 Local Postcodes: The following postcode areas are considered local and do not incur travel fees: 
 • SW11 - SW12 - SW14 - SW15 - SW16 - SW17 - SW18 - SW19 - SW20 
 • KT1 - KT2 - KT3 - KT4 - KT5 - KT6 - KT7 - KT8 - KT9 - KT10 - KT17 - KT18 - KT19 - KT20
 • SM1 - SM2 - SM3 - SM4 - SM5 - SM6 - SM7
 • TW1 - TW2 - TW10 - TW11 - TW12 - TW13 - TW14

5.6.2 Non-Local Postcodes: Where travel fees are payable, these will be incurred per Practical (in-person) session, and are charged upfront alongside the cost of the service, package or session. Zoom (remote) sessions do not incur an additional cost. Travel fees have been calculated using travel distance and time travelled (i.e. estimated travel time from SW20 0JY to the client's location during times of day with moderately heavy traffic). In most cases, the following calculations will apply: 
 • £0 Travel Fee - Any local postcode (as listed above in 5.6.1.)
 • £10 Travel Fee per Practical - Any postcode under 6 miles 'as the crow flies' from SW20 0JY (which is not listed in 5.6.1) - or KT,  SW, and TW postcode areas which are not listed in 5.6.1 - or  CR postcode areas 
 • £33 Travel Fee per Practical - Any postcode between 6-8 miles 'as the crow flies' from SW20 0JY
 • £45 Travel Fee per Practical - Any postcode between 8-15 miles 'as the crow flies' from SW20 0JY
 • Case-by-Case Basis - Postcodes 15 miles or further 'as the crow flies' from SW20 0JY - or if circumstances apply which affect distance travelled and/or travel time to the client's location (i.e. if the client's location is not accessible by car) - or if specific circumstances apply requiring late evening, weekend and/or bank holiday travel (kindly note late evening, weekend, and/or bank holiday services are not routinely available).  
5.6.3 Travel Fees for Packages: All standard Behaviour Packages offered by Pets Explained include an in-peson Assessment Session lasting 2 hours. When calculating Travel Fees, the Assessment is considered to be a Practical session, as it is in-person and thus requires travel to the client's location. Some available Packages include multiple Practical (in-person) sessions, some which are in addition to an Assessment (Supported, Supported Plus, Reactive Recovey, Reactive Plus, Friends Plus - also the Onward & Upward training package, though this does not contain an assessment as is a training-only package). Where the client's postcode area incurs a Travel Fee (see 5.6.2), and the client books a Package which includes multiple in-person sessions, the Travel Fee will be multiplied by the number of Practical sessiosn included.

For Example:
 • A client located in TW9 will incur a £10 Travel fee per Practical 
 • This client chooses Reactive Recovery package (includes 3x Practical Sessions: 1 Assessment + 2 follow-up Practicals) 
 • The total Travel Fee payable when this client books their Supported package will be 3 x £10 = £30

Question 6

Cancellations and Refunds

Accepted Answer

6.1 Rescheduling & Cancellation: If Pets Explained is notified via email or WhatsApp of a session's cancellation and/or request to reschedule a session at least 24 hours before the scheduled start time, the client will be able to reschedule the slot at the availability of Pets Explained. If Pets Explained is not notified of a cancellation (no-show) prior to a booked session, or is notified less than 24 hours ahead of the session's start time, the client is not entitled to an opportunity to reschedule and/or receive a refund, and the individual session is likely to be forfeited without reimbursement or other credit. The session's forfeit may be waived and the client will be able to reschedule and/or cancel the session without forfeit at the discretion of Pets Explained if the client's lack of notice is deemed by Pets Explained to relate to unexpected, unavoidable and/or exceptional circumstances, or if weather conditions on the day of Assessment are expected to be detrimental to the pet's health and/or welfare in the event the session takes places at the scheduled time.

6.1.1 Assessment Sessions: Pets Explained requires notice in writing (via email or WhatsApp) of the cancellation and/or request to reschedule Assessment sessions at least 48 hours before the Assessment's scheduled start time. In this event the client is entitled to reschedule the Assessment session (based on the availability of Pets Explained). If a client fails to provide at least 48 hours notice of a request to cancel and/or reschedule an assessment session, in lieu of a late-notice fee the client agrees to forfeit one Zoom follow-up session from their pre-booked Behaviour Package. The client agrees that in this event, they are not be entitled to a refund or reimbursement of fees for the forfeited zoom session. 
 
6.2  Special Circumstances: The forfeit of a session (arising from a client's lack of notice regarding cancellation or rescheduling, described in 6.1 & 6.1.1) may be waived with the client entitled to reschedule and/or cancel a pre-scheduled session without penalty in special circumstances and only at the discretion of Pets Explained. Such special circumstances may include those relating to: unexpected, unavoidable and/or exceptional circumstances, or whereby weather conditions are reasonably expected to be detrimental to the pet's health and/or welfare if the session takes place at the pre-scheduled day and/or time. 
 
6.3 Postponements of face to face sessions due to poor weather likely to impact the quality of practical demonstration or impact the welfare of the pet will not incur a penalty and will be rearranged at the availability of Pets Explained. Such face to face sessions may also be replaced with a Zoom or virtual session if circumstances render an in-person session impractical.
 
6.4 Any cancellations, lateness, or postponements made by Pets Explained will not incur a penalty, and clients will be informed of this by Pets Explained via WhatsApp or email as soon as is reasonably possible. Sessions will be rescheduled at the first available opportunity and/or time will may instead be made up appropriately in agreement with the client.
 
6.5 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.

6.6 Refunds requested after the statutory 14-day-period described in 6.5 will be offered credit with Pets Explained equal to the value of the client's booked session and/or package, subject to availability. Cash refunds may only be offered at the sole discretion of Pets Explained where refund requests are deemed to owe to an exceptional, unavoidable and/or unexpected circumstance. Clients who are offered a refund by Pets Explained will only receive the cash or credit value pertaining to sessions for which payment has been received but which have not yet taken place. Refunds and/or credit will not for any reason be offered and/or considered by Pets Explained for services which have taken place prior to a client's refund request.

Question 7

Complaints

Accepted Answer

7.1 In the unlikely event you are unsatisfied with Pets Explained services, contact me on info@pets-explained.co.uk as soon as reasonably possible, outlining your concern.
 
7.2 Pets Explained endeavours to resolve complaints where reasonable and practicable.

Question 8

Trademark

Accepted Answer

8.1 The Pets Explained logo is a trademark of Pets Explained.Clients are not permitted to use the Pets Explained trade mark in any way without prior agreement.

Question 9

Privacy Policy

Accepted Answer

9.1 Clients' personal information will only be collected, processed, and kept confidentially within the General Data Protection Regulations in the UK. Pets Explained will only use personal information for the purposes of behaviour consultation and training.
 
9.2 By booking a Behaviour Consultation package with Pets Explained, the client agrees for the Behaviour Modification Plan and brief updates to be shared with your referring veterinary practice. The client consents to Pets Explained discussing the pet’s behaviour and other information relevant to behaviour consultation with the client's veterinary surgeon and/or practice staff verbally or in writing at any time during the duration of the package, and within a reasonable timeframe after the package ends.
 
9.3 Pets Explained reserves the right to use photos and/or videos of the client's pet to share on Pets Explained social media channels if an agreement has been made in writing over email or within the Pre-Consultation-Questionnaire form.

Question 10

Insurance Claims

Accepted Answer

10.1 By booking a package with with Pets Explained, clients agree they have read and understood the Terms and Conditions of Business relating to insurance. 
 
10.2 By booking with Pets Explained, clients agree they understand claims for the cost of Pets Explained services may be claimable under pet insurance policies covering behaviour issues, but that claims are subject to their policy provider's processes and their pet's individual insurance policy. Clients are advised to check their pet's behaviour problem is covered by their policy provider before booking with Pets Explained.

10.3 Pets Explained requires upfront fees charged prior to the session or consultation booked in order to secure the slot. By booking, clients agree they understand claims agreed with their insurer may not be paid out until after their package ends.

10.4 By booking, clients agree Pets Explained will not be liable for failure of the client's pet insurer to reinburse the client's claim for Pets Explained fees, or for any other costs associated with their selected package or session(s), for any reason.

Terms & Conditions of Business