Terms and Conditions; GDPr and Privacy Policy; Licences and Insurance:

Upon booking a Friends of Frank service, I (The Client) acknowledge that I have read, understood, and fully accept the Terms and Conditions in this document.

Personal Declaration:

I (The Client) am over 18-years-of-age.
I (The Client) consent to all of the below T&Cs.
I (The Client) give consent for personal details to be collected, used, and stored in line with General Data Protection Regulation (GDPr) and UK Data Protection Act 1998.
I (The Client) agree to be non-discriminatory, in line with the Equality Act 2010.
I (The Client) will attempt to recognise and reduce any harmful stereotypes or social bias towards dogs based on their breed/type, to benefit the wellbeing of all individuals and dogs alike.

Friends of Frank services are protected by appropriate licensing and insurance (available to view, upon request).

Friends of Frank ’ insurance policy covers the Friends of Frank team for: dog walking; dog training, dog sitting; dog boarding and dog taxiing - transporting dogs.
All members of the Friends of Frank team are covered by Friends of Frank ' insurance policy, across all services.

Health and Safety:

By agreeing to the T&Cs, you (The Client) are accepting that participating in an activity with dogs poses a risk of injury to yourself, and/or your dog, and you agree to indemnify Alex for all personal injury and damage to property owned by you across all services provided by Friends of Frank.
You (The Client) also agree to make any person who accompanies you to a behaviour session, aware that they are attending there at their own risk.
People attending a behaviour session are expected to behave responsibly and in a manner that ensures their own safety and that of others.
It is the responsibility of those attending such to ensure that they are equipped with appropriate and safe clothing and equipment.
For Group Walks, participants attending must comply with all safety instructions issued by Alex and/or the designated team member, as well as any guidelines /enforcements in placed by the environment. E.g., parking restrictions.

Dog Health and Vaccinations:

The Client confirms their dog is fully vaccinated; microchipped; if female - not in heat; up to date with worming & flea treatments; and is in good physical health. (Health conditions or injuries must be disclosed ahead of any service commencing).
Dogs are unable to engage in Friends of Frank services if they have (or may have) been in contact with any other animals suffering contagious disease.
If, after using a Friends of Frank service, you find your dog has a contagious disease, please contact Alex immediately so we can notify relevant parties.
Dogs that are sick or injured may be unable to participate in the session until a Veterinary Surgeon confirms they are well enough.

Class Expectations: Training Approaches, Environment and Equipment:

I understand that Alex abides by the CoE, and therefore trust Alex will prioritise my dog’s welfare and wellbeing.
Alex prioritises dog welfare, by ensuring force-free, science-based practice is used entirely, across all Friends of Frank services.
Alex remains professional throughout behaviour sessions, honing a calm and positive environment for dogs and participants to learn; Alex, therefore, does not take accountability for The Client misinterpreting session content, or claiming to have misunderstood practice due to poor communication on Alex’s behalf.
The Client is responsible for the welfare, health and management of their puppy or dog during the entirety of behaviour sessions. (Regardless of who the handler is, the person holding the lead is not always liable. The legal owner is partially, if not fully, responsible at all times).
The Client must declare if their dog displays any reactivity towards people and/or other dogs PRIOR to the first session, so that Alex can consider necessary adjustments to protect the wellbeing of all dogs. (This includes occasional reactivity, and reactivity caused by Lead Frustration, Fear-Aggression or Other.)
Occasionally, a face-to-face behaviour session does not suit a dog or participant. Full discussion concerning the best way to proceed will be undertaken and this may result in adjustments - such as an online behaviour session.
Short daily training intervals at home are advised, to practice the techniques and lessons shared. Implementing any follow-up training plan is the responsibility of The Client, as is their dog’s welfare and on-going behaviour.
The Client recognises that the consistent role they play in their dog's learning is integral to achieving effective results.
I understand that there is no guarantee that my dog will achieve my desired level of training. I understand that I am unable to hold Alex responsible for their progress. Alex takes no responsibility for results and, despite her best effort, cannot guarantee Client satisfaction.
Any mention or recommendation of a product or service, is not a guarantee of satisfaction with such.
I (The Client) understand that punitive methods, (positive punishment and/or negative reinforcement) are forbidden in all circumstances. Harsh handling, physical or emotional intimidation from clients, and/or the use of aversive equipment (e.g., choke or pinch collars, spray collars, electronic training collars, slip leads or tightening harnesses) will not be tolerated.

Anyone not willing to train without pain, fear, and intimidation in any way, will not be able to partake in behaviour sessions, and may lead to The Client having their session/block of sessions, terminated early. This includes using coercive techniques to force dogs into compliance (e.g., towering over the dog.) No refunds will be given in these circumstances.
Harnesses are strongly advised for group walks. Head collars are not permitted, to avoid injury to the dog. Flexi-leads are not permitted, to avoid injury to others.
In public environments, during behaviour sessions, dogs must remain on-lead and kept away from contact with other dogs - unless specifically instructed by Alex (in sessions that involve working with another participant/dog.)
If your dog becomes anxious or appears uncomfortable during a service, immediate action will be taken to help them cope.
I (The Client) will abide by directions from Alex when she is facilitating my/my dog's behaviour session.
I will ask a question if I am unsure of a technique, to avoid causing physical and/or psychological harm to my dog.

Booking; payments; refunds; cancellations:

An acknowledged and accepted booking confirms your attendance for your chosen service. For optimum results, we hope that you will attend all sessions in a course, if applicable. If you are unable to attend a session, please inform Alex, as soon as possible.
1-1 behaviour sessions can be observed by the whole family, but Alex requests that a maximum of two people actively participate in the session. The others must be able to remain quiet and disrupt or interrupt the session in any way – though their feedback, and questions, can be discussed once the session has ended.
Alex makes every effort to provide a supportive learning environment, to ensure the safety of both Client(s) and Dog(s) welfare needs are met. For this reason, please use the contact form to disclose any adjustments and/or accessibility needs that would benefit you.
All instances of accident or injury must be reported to Alex at the time they occurred.
You (The Client) will be asked for a 50% deposit when booking, with the remaining payment fee due at the end of your behaviour session.
All fees are non-refundable unless the service/session is cancelled by Alex.
Those paying by BACs, clients must be prepared to pay no later than 24 hours before the session’s start time.
Those who must pay in-cash, are required to pay in-person by directly handing the payment to the assigned Frank & Friends member, on the day of the service booking.
The Client is responsible to complete their full payment in the event of a no-show; and/or when cancelling a service scheduled to commence within 24 hours, following the ‘next-working-day’ rule! (E.g., for a session on Monday 9am, cancellation after Friday 9am will result in issuing a request for full payment from the client).
Those booking multiple sessions to spend at their own pace (attending sessions more-freely, without a block-of-sessions commitment), understand that this discretion expires after 3 months.
Alex reserves the right to cancel any service, at the last minute. Although this is avoided as much as possible, sometimes cancellation is necessary for the health, welfare, and safety of both, dogs and participants. (e.g., extreme weather conditions).
In cases where this is necessary, a new session time will be scheduled with The Client, to compensate for pre-paid services.
A refund will be issued within 14 days of the cancellation date, in cases where rescheduling does not suit The Client’s needs.
Alex reserves the right to interrupt a session at any time: if this occurs, a pro-rata refund will be issued to The Client within 14 days. (The one exception with this, is if the termination is due to The Client breaching Friends of Frank''s Code of Ethics by encouraging or using aversive equipment on the dog. The Client will receive no refund from Friends of Frank, and further action will be taken if Alex deems it appropriate.
There will be no refund for cancellations due to lack of vaccination / vaccination card. There are no partial refunds for missed classes.
If you (The Client) must cancel a session due to the health of your dog, please give us as much notice as possible.

Alex guarantees information will be kept securely, and passing on data to third parties is forbidden.
The Client permits the use of ongoing physical/electronic/written records charting training progress.
The Client’s information will be kept for as long as it is required to provide a service.
Information can be collected onsite, or virtually.
Data is being obtained and processed under Legitimate Interests, including to maintain the existing business relationship with The Client; and will not contact you (The Client) if you state that you no longer wish to be contacted.
The Client has right to withdraw consent at any time. Doing so may mean Friends of Frank is unable to provide the service The Client is hoping to receive. Any implications will be explained to The Client at the time of withdrawing consent.

Information collected is used for the following purposes:

1. to confirm bookings and provide essential information related to the booking.

2. to operate the booking system and deliver the services that the individual has requested.

3. to contact individuals to inform them of services that may be of interest or relating to an existing booking.

You (The Client) have various rights around the data we hold about you.

Right of access (to receive a copy of your personal data)
Right to rectification (to request data is corrected inaccurate)
Right to erasure (to request that data is deleted)
Right to restrict processing (to request we don’t use your data in a certain way)
Right to object (generally to make a complaint about any aspect of our use of your data).

Photography and Digital Materials:

The Client’s dog, The Client, or guests may be photographed and/or videoed by Alex and Friends of Frank team whilst on walks. Permission to use and/or share these images will be sought, if intended for commercial use. Permission to photograph and/or video elements of behaviour sessions will be discussed directly with The Client.
The Client acknowledges that it is not appropriate for them to photograph and/or film Alex, the Friends of Frank team, other clients, the dog (s) of another client, (or any other individual partaking in a Friends of Frank service), without seeking PRIOR consent from them directly.
The Client must disclose any indoor cameras when booking a Friends of Frank Sitting service.

Covid19:

Alex abides by the government rules and guidelines issued by CFSG (Canine and Feline Sector Group).
Please not attend classes, sessions, or workshops if you have been in contact with someone who has tested positive for Covid 19 in the past 7 days; if you have any symptoms of Covid 19; have had a positive test for Covid 19; returned from abroad in the last 7 days; or are feeling unwell.
If you test positive for Covid19 or within 7 days of using a Friends of Frank service, please notify Alex immediately.
In instances where Alex, a Friends of Frank member, or another client, notifies us that they have tested positive for Covid19 after a service involving your dog, Alex and/or the Frank & Friends member providing you (The Client), and your dog’s care –will endeavour to notify you as soon as possible.

Parking:

Alex takes no responsibility for loss or damage to The Client’s car(s) parked at, or in the vicinity of, training venues.

Disclaimer:

Alex, or persons acting on behalf of Alex, do not accept liability for any loss, damage, accident, injury or illness to dogs, handlers, spectators or any other person or property whatsoever, however caused, if it occurs during a service carried out by a participant in her absence.

Further Documentation:

I (The Client) understand that I can access legislation, relevant to Friends of Frank services.
Alex takes no responsibility if The Client fails to read the above terms and conditions and later regrets agreeing to the T&Cs laid out in this document.