Booking Process & Payment

Following an enquiry made by you, you will be asked to provide information about your pet and the challenges that you are facing. If I believe that I can help, I will offer you the opportunity of a behavioural session package.

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To book the behavioural session package please submit your details using the booking form. I will be in touch within 48 hours (excluding Saturday and Sunday - when our office is closed) to offer your initial appointment. ​When a mutually convenient time has been agreed upon, payment details will be sent via email.

 

Full payment is required within two days of receiving the payment detail email to secure your initial session day/time. You can pay by bank transfer, Paypal or credit/debit card. A full confirmation email will be sent once the fee has been received.

 

If payment has not been received within 48 hours, the suggested appointment slot will be released for alternative bookings to allow flexibility in the diary for other clients.

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After our initial session, we can organise your follow-up session once you are ready. Follow-up sessions must take place within 12 weeks of your initial session. ​Any sessions not used within this time frame cannot be arranged or refunded.

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Veterinary Referral & Care

A Vet referral is required for us to work together. From experience as a Registered Veterinary Nurse, in line with good practice, and the APBC code of conduct, I consult with your Veterinary Surgeon to request them to complete a referral form (as your dog's primary carer, this gives me their permission to work with your dog) and your dog's clinical history. Many medical conditions can contribute to behaviour issues, and may need to be taken into consideration when training.

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I will get in touch with your Vet to - 

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• Request a referral form and full clinical history.​

• Keep your Vet up-to-date regarding what we covered in our sessions and your dog's progress.​

• Notify them once our sessions/packages have concluded. 

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A Vet referral shouldn't cost anything, as it is a professional courtesy. Some Vets may feel it is best to carry out a physical examination on your dog before referral, this may incur a consultation fee (please call your Vet to confirm if this is required and if there are any costs involved).  If there is a delay in receiving the referral form from your Vet, your initial consultation will be rearranged, I cannot start working with your dog until the referral and clinical history are received. 

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If during or after the session it is felt that a veterinary check (or further checks) are advisable, it will be your responsibility to ensure this is carried out.

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Pet Insurance Claims

I am a full member of the Association of Pet Behaviour Counsellors (APBC) and as a result, many pet insurance companies will cover my fees.

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The process to claim on your insurance - 

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• Please call your insurance to check they will cover my fees, as this is often assessed on a case-by-case basis and depends on your policy cover. Let them know I am a full member of the ABPC as this often aids your case.

• Ask for an insurance claim form, and who completes the form (me or your vet - either is fine, it is good to know who to give the form too for completion).

• After your sessions, I or your vet will complete the form and either return it to you for you to send to your company or send it directly to your insurance company.

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Please note - 

• I cannot accept or process direct claims. You are required to pay fees to secure your appointment slot, then your company can reimburse you (often minus an excess) normally once our sessions are complete.

• It is your responsibility to ensure your company will cover my fees, and to organise the claim.

• Pet Behaviour Consulting cannot be held liable for any insurance companies that refuse to cover fees.

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Refunds, Cancellations & Complaints

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Refunds - 

• Should you change your mind within the first 14 days following your payment of the package fee, you shall be provided with a refund in full, subject to the services not already having been delivered. If some services have already been delivered as part of a package, then a refund will be provided pro-rata in accordance with the amount of sessions delivered and time dedicated to the planning and preparation of your sessions.

• If a refund is requested 14 days following the date of your payment, no refund will be provided. This includes circumstances where: you have rehomed your pet, your pet has passed away or is ill, you cannot attend a session and you have not provided the necessary notice to postpone, or you have changed your mind.

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Cancellations - 

• Sessions cancelled five days or less before the arranged appointment will be forfeited and can no longer be used. 

• Appointments cancelled with more than five days notice before the arranged appointment can be rescheduled to a mutually convenient time.

• I retain the right to change and cancel a session(s). If a session has been cancelled by myself the session can be rescheduled or refunded. 

• Should I need to cancel/reschedule a session for any reason I will provide you with as much notice as possible.

• To avoid any doubt - a cancellation is defined as any appointment which cannot be attended at the time, date and location stated when originally booked.

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Complaints - 

I am committed to providing you with a high-quality service. Should there be any cause for complaint in relation to any aspect of my services please contact Karen Bachell (via karen@petbehaviourconsulting.co.uk). I agree to investigate your complaint carefully and promptly and take reasonable steps to resolve it.​

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What to Prepare for your session​

• ​​​Some really tasty treats (e.g. small pieces of cooked chicken, ham or turkey etc.) Something your dog does not normally get and will love! Smelly, moist treats normally work best. Please let me know beforehand if your dog has any food allergies.​

• Toys - we can use these as rewards instead/as well as treats.​

• Equipment - any collars, harnesses, halti-collars, muzzles etc. that you use on your dog. We can run through what is best to use.​

• A bed/blanket for your dog nearby (for home visits) - it is great to have something for your dog to settle on if they wish.​

• Your dog's water bowl nearby/take water with you on our walk - when dogs learn they tend to drink more, having a familiar water bowl near them encourages them to drink.

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Handy Tips for your Sessions

Please do not feed your dog a full meal within 2 hours before our session, this will ensure he/she is hungry to work for treats/toys. For any session that will start or run over their normal feeding time, feed your dog half of that meal 2 hours before our session to ensure your dog is not too hungry.

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If your dog is ill or received an injury on the run-up to the session, please let me know as it might be best to re-schedule. 

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Techniques & Handling

• Just like you, I am passionate about the correct treatment of animals. When delivering our services I am keen to ensure that we always put animal welfare at the forefront of everything that we do.

• I do not endorse, nor do I utilise, the use of prong collars, e collars, choke/check chains, spray/anti-bark collars, and anti-pull harnesses). Any breach of this welfare standard by you may result in the withdrawal of my services to you.

• Our training and handling methods are kind and humane. Should we see any conduct or treatment which does not align with our approach we will terminate the delivery of our services immediately.

• We recommend that your pet is seen routinely by a veterinary professional. It is your responsibility to ensure that your pet is up to date with any vaccinations, worming and other necessary treatments, particularly as some sessions may involve your pet coming into contact with other dogs.

• Human safety is just as important to us as that of your pet. Please ensure that during all sessions any young children have alternative adult supervision so that you and your pet can focus on the session. I accept no responsibility for children before, during and after sessions. 

• All family members are welcome to attend sessions. In behavioural sessions, due to the nature of discussions, it might not be appropriate for children to attend. It is your responsibility as parent/carer to determine whether or not it would be helpful/appropriate for children to attend.

• In order to get our relationship with your canine off on the best foot, please ensure that we can meet them for the session in a controlled manner and not at the front door. If you are aware of any behaviour within your pet e.g. a history of aggression or any behavioural concerns, then please let us know. We appreciate that it may be difficult to share this information but it helps to support the safety of everyone involved.

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Training Report & Recordings

In you wish, Zoom calls can be recorded (please let me know at the start of our call if you would like a recording). This recording will by uploaded to YouTube but published as 'unlisted' which means only someone with a direct, private link can view the video. You will be emailed the private link after our session so you can re-watch our session if you wish. The link will not be shared to any other party.

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After each session you are emailed a training report with all the topics/exercises we covered in our session written down to help aid your training. Like dogs, humans are individuals and learn best in different ways too! Therefore, throughout the training reports links to instructional training videos are available. The links will take you to videos on YouTube I have made to help clients through their dog’s training journey. These links are private and are not to be shared with others. 

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​Safety

I ask that all dogs be kept away from the front door (either in a different room, crate, or on lead), garden gate (contained in your home) or kept in your car (if meeting on a dog walk) when I first arrive. We will discuss the best way for your dog to meet me when I arrive (or beforehand in our calls/emails), I want your dog to be as comfortable with me as possible.

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Depending on the issue, you may be asked to take additional steps to ensure safety (and controlled observation of your dog's behaviour) during a session. If you have concerns about your dog's behaviour towards meeting people, yourself or anyone present (including other pets), it is entirely your responsibility to take all necessary steps (e.g. muzzling your dog, keeping them on a lead, other pets in a different room etc.) to keep everyone and all animals safe. If you are unsure what is best, please ask for advice.

 

It is vital that you take sensible safety precautions and then discuss how and when your dog should be introduced rather than taking risks.

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Commitment and Owner Responsibility

By working with me you are agreeing to -

• ​F​ully engage with the process of working with your dog to the best of your ability and understand that any changes will involve commitment and consistency.

• Understanding there is no 'quick fix' when working with behavioural issues.

• Avoiding introducing alternative training/behaviour modification methods (such as those picked up from TV, books, friends and other trainers) to prevent confusion and conflict for your dog.

• Being open and honest in providing information.

• Asking for clarification if anything which is explained is unclear.

• Having an open mind about potential solutions, changes and strategies​​.

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Weather

In adverse weather conditions, I may cancel your session (even at short notice) if travel is unsafe or the temperature is too high. Safety is my number one priority. If this occurs you will be phoned (I will give you as much notice as possible) and your session will be rearranged as soon as possible after the original session date. Please note I will be travelling from Perth and therefore weather conditions may differ from your area.

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​​​​​​​​​​​Marketing & Privacy

Often I ask for you to email me a picture of your dog to share on social media. It can be really helpful for other people to see what training issues can be worked on and to share beautiful pictures of dogs (I think it keeps social media a positive, happy place to be!) The only details released with the picture are your dog's name and what we worked on. If you are not comfortable doing this please do not worry.

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Any Google review you leave may be added onto this website as a testimonial.

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​By submitting a contact form you are agreeing to the privacy policy. To view please click here. ​​

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​​​​​​​Liability and Limitations

• At all times during the session, your pet is entirely your responsibility. Even where the behaviourist or trainer is working alongside you.

• We will not take responsibility for any loss or damage caused by your pet. I accept no liability for any loss, injury, or damage to any person or property caused by you or your pet.

• We will do not accept any liability when it is not possible to attend the session due to adverse weather or road conditions. Neither will we be responsible for any losses arising in circumstances where we become unable to deliver the services such as illness, bereavement, or circumstances beyond our control. In such circumstances we will make every effort to keep you updated and advised and an alternative session will be rescheduled as soon as possible.

• We make no guarantees or claims as to yours and your dog’s success as this is contingent on many different and variable factors. Each individual and their dog(s) are unique, and their abilities, temperament and behaviour are unique to them. All training/behaviour modification is acquired at different rates for each dog.

• We are not responsible for any action or inaction which you take as a result of the information provided to you within the session(s). 

• No content in the session(s) should be construed as veterinary or nutritional therapeutic advice. If you believe that your dog(s) requires veterinary attention you should seek assistance from a veterinary professional immediately.

• Any testimonials used within our marketing are provided freely and independently but they are illustrative only. We cannot guarantee results as to outcome or in respect of timescales.

• Nothing in these terms shall limit or exclude our liability in respect to fraudulent misrepresentation, death, or personal injury, resulting from our negligence, or any other liability which cannot be limited or excluded by law.​