Last updated: 28/05/2024

Bookings

  • All bookings are to be made via our online scheduling system.  This includes completion of a booking form providing necessary details about all participants and the training and/or behavioural issues to be addressed.  Payment is also requested upfront.
  • Depending on the training and/or behavioural issue to be addressed, we may request that a full veterinary health check and completion of a veterinary referral form is undertaken before proceeding.
  • Confirmation will be sent via email to the contact details provided in the booking form.  Reminders will be sent via email and text to the contact details provided in the booking form.  It remains the responsibility of the client to ensure they attend sessions on the correct date, time and place.
  • Appointments may be booked as part of a package with a specified validity period. The validity period starts on the date of the initial appointment.  It is the client’s responsibility to schedule all remaining appointments within the appropriate timeframe (refunds will not be issued for unused appointments).

Fees and prices

  • Puppy Tales fees are to be paid at least 24 hours in advance via a pre-authorized automatic electronic debit to a specified bank account or credit card or via BACS transfer.  Failure to pay in a timely fashion may result in the appointment being cancelled.
  • Prices advertised at time of booking apply.
  • Mileage charges are applicable if you are located more than 20 miles from the GU17 area. This will be charged at 50p per mile.
  • If a Puppy Tales team member is unable to park at your home, there will be a charge for any parking expenses incurred.  Please advise us if there are likely to be any issues with parking prior to your appointment i.e. parking charges, visitor permits required, limited parking available near to your home.  If we have not been advised of any issues and parking is problematic when a Puppy Tales team member arrives, the time taken to park will be included as part of your appointment time.

Participation

  • We have made every effort to accurately represent our training packages and their potential. However, every participant’s success depends on many factors, including his or her background, dedication, desire and motivation. For optimum results, we hope that you will be able to commit fully to the scheduled sessions and that you make every effort to make the most of our appointments to achieve these results. It is key to carry out many short daily training sessions at home in between our appointments so you and your dog can practise the techniques and lessons prior to your next appointments.
  • Puppy Tales encourages as many family members as possible to be present at any appointments. It is highly beneficial for all family members to learn the same training techniques and continue to provide consistency in training outside of the appointment.
  • Children (under the age of 18) are welcome but must be under the supervision of a responsible adult throughout the appointment.  Please note that it may not be suitable for young children to be present during discussions that may need to take place.  It is important that at least one adult can give their full attention to the discussion throughout.  We accept no responsibility for children, this is solely down to the supervising adult.
  • All dogs must be kept under control and on a lead during outdoor appointments unless specifically requested otherwise by a Puppy Tales team member.  Responsibility for the dog remains with the client at all times.

Code of Professional Conduct

  • As Animal Behaviour and Training Council (ABTC) Registered Practitioners, Puppy Tales team members use science-led, compassionate and non-punitive methods of animal training and behaviour modification.  The methods and techniques used throughout our appointments and training packages adhere to least intrusive interventions with animal welfare as the core consideration.  As such, the use of punitive training methods and/or ‘correction’ based training devices are prohibited whilst under the tuition of a Puppy Tales team member, and strongly discouraged at any other time.

Referrals

  • Puppy Tales team members are not qualified to advise on matters pertaining to the physical health and wellbeing of your dog.  The information we provide is not intended as such and, where appropriate, we will refer you to consult with your veterinary surgeon or other suitable professional.
  • If a Puppy Tales team member believes your interests would be better served by another practitioner, who may have more expertise in a particular field, we will discuss this with you before making a referral.  This may require you to waive confidentiality so we can discuss your case with another practitioner.

Refunds and Cancellations

  • Appointments can be rescheduled or cancelled up to 48 hours prior to the scheduled appointment time with no charge.  Please contact Puppy Tales directly via the contact page on the website, by telephone on 07989265522 or by email at info@puppytales.uk to reschedule your appointment.
  • Missed appointments will be charged in full.  Refunds will be considered on a case by case basis for exceptional circumstances only.
  • If less than 48 hours notice of a cancellation is given, it will be considered a missed appointment and you will be charged in full.  Refunds will be considered on a case by case basis for exceptional circumstances only.
  • If an appointment is cancelled by Puppy Tales due to circumstances outside of a Puppy Tales team member’s control, for example (but not limited to) illness or travel problems, you will be contacted as soon as possible and we will make every effort to reschedule your appointment at another mutually convenient time.  If this is not possible, the cost of the session will be refunded to you.
  • Refunds will not be issued for services already undertaken.

Health and safety

  • We make every effort to ensure the maintained health and/or safety of clients, dogs and Puppy Tales team members during our appointments.  In certain circumstances it may be necessary to cancel an appointment for the health and/or safety of participants.
  • Please let a Puppy Tales team member know immediately if you or your dog show any signs of illness prior to a scheduled appointment.  We also ask that you make a Puppy Tales team member aware if you or your dog has been in contact with another individual who has tested positive with an infectious disease prior to a scheduled appointment. In this instance we reserve the right to reschedule your appointment (at no additional charge to you).
  • If a Puppy Tales team member shows signs of illness or has been in contact with someone who has tested positive for an infectious disease prior to a scheduled appointment, they will contact you immediately.  In this instance we reserve the right to reschedule your appointment (at no additional charge to you).
  • Please let a Puppy Tales team member know if your bitch (female dog) comes into season/heat prior to a scheduled outdoor appointment.  Where possible in these instances the appointment should take place indoors instead.  If an indoor appointment is not appropriate, we reserve the right to reschedule your appointment (at no additional charge to you).
  • Outdoor appointments may be affected by inclement weather which may pose a risk to participants.  This includes temperatures in excess of 20℃.  Where possible in these instances the appointment should take place indoors instead.  If an indoor appointment is not appropriate, we reserve the right to reschedule your appointment (at no additional charge to you).
  • For the safety of Puppy Tales team members and/or other participants, you may be asked to keep your dog on lead, ensure your dog is muzzled or place them in a different room on arrival or throughout the appointment.  Puppy Tales team members reserve the right to refuse to enter any property or engage in any training or behaviour work if these requirements (which, if necessary, will be detailed prior to your initial visit) have not been adhered to.  In this instance it will be considered a missed appointment and you will be charged in full.

Complaints Procedure

  • Complaints are an opportunity for improvement, which are embraced by the team members at Puppy Tales. We take time to understand your unique perspective, encourage open lines of communication to resolve the issue, and ensure that the solution we have created resolves the complaint long term and leaves you feeling listened to, valued and appreciated.
  • In the very rare case of not being able to resolve a complaint, we encourage you to contact any of the following Animal Behaviour and Training Council (ABTC) Practitioner Organisations (of which we are registered practitioners) for further support and guidance;
  1. Association of Pet Behaviour Counsellors (APBC): https://www.apbc.org.uk/code-of-conduct-and-complaints-procedure/
  2. Fellowship of Animal Behaviour Clinicians (FABC): https://fabclinicians.org/code-of-conduct/
  3. Association of Pet Dog Trainers (APDT UK): https://apdt.co.uk/wp-content/uploads/2022/09/APDT-Complaints-Process-2022-FINAL.docx.pdf
  4. Professional Association of Canine Trainers (PACT): https://www.pact-dogs.com/contact-us-1
  5. Puppy School Ltd: https://www.puppyschool.co.uk/contact-us

Use of Likeness

  • You agree and accept that Puppy Tales is authorised to record, photograph, or otherwise capture your likeness, voice, images, interviews, and statements made in connection with your participation in our appointments/training packages for Puppy Tales’ own use. You hereby assign to Puppy Tales all rights, title, and interest to have and to use, royalty free, any such likeness or portion of your participation in an appointment/training package for advertising, marketing, informational, training or any other lawful purpose.

UK GDPR

  • Puppy Tales is committed to ensuring the security and protection of the personal information that we process and to provide a compliant and consistent approach to data protection.  A copy of our full Privacy Policy is available via the website.