Terms and Conditions:

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.

At Friends of Frank , we are committed to recognising and confronting breed-specific bias—moving beyond misleading preconceptions—to ensure every dog is assessed as an individual and given the very best chance to thrive.

I (The Client) pledge to look beyond breed stereotypes to ensure every dog is treated with the kindness and fairness they deserve, supporting the well-being of our entire community.

Insurance and Licensing:

For your complete reassurance, all Friends of Frank services—including dog walking, training, behaviour modification, boarding, and transportation—are protected by professional licensing and comprehensive insurance. These credentials ensure you and your dog are supported across every service we provide and are available for your review upon request.

Ultimately, these protections represent an unwavering commitment to your dog’s safety and your own peace of mind.

This comprehensive protection ensures:

Public Liability: Protecting you from personal liability should your dog accidentally cause injury or property damage during our time together.
Professional Accountability: Our licensing confirms we meet strict local authority standards for safety and welfare, ensuring your dog is always in a regulated environment.
Professional Indemnity: Ensuring we remain fully accountable for the professional advice and training techniques we provide.

I (The Client) understand that this insurance policy provides full coverage for the Friends of Frank team across their entire range of services:

Dog Walking
Dog Training & Behaviour Sessions
Dog Sitting & Boarding
Dog Taxiing & Transportation

Health and Safety:

By agreeing to these terms and conditions, I (The Client) acknowledge that participating in activities with dogs carries an inherent risk of injury to myself and/or my dog. I agree to indemnify Alex against any personal injury or damage to my property across all services provided by Friends of Frank.
I (The Client) agree to inform any individual accompanying me to a session that they attend at their own risk. All attendees are expected to act responsibly to ensure their own safety and the safety of others, including arriving with appropriate clothing and equipment.

Dog Health and Vaccinations:

I (The Client) confirm that my dog is fully vaccinated, microchipped, up to date with flea and worming treatments, and in good physical health. I agree to disclose any existing health conditions or injuries prior to any service.
I understand that my dog cannot participate in Friends of Frank services if they have, or may have, been in contact with any contagious diseases. Should I discover my dog has a contagious illness following a session, I will contact Alex immediately so that relevant parties can be notified. I also acknowledge that if my dog is sick or injured, they may be unable to participate until a Veterinary Surgeon confirms they are fit to do so.

Expectations: Training Approaches, Environment and Equipment:

I (The Client) acknowledge that Friends of Frank services operate under a Code of Ethics, prioritising my dog’s welfare through force-free, science-based practices to ensure a safe and positive experience. I (The Client) agree to maintain full control of my dog at all times in accordance with these safety standards.

I (The Client) agree to the following:

Responsibility & Welfare: I (The Client) remain responsible for the health and management of my dog at all times. As the legal owner, I (The Client) understand I am responsible for my dog’s actions, regardless of who is handling the lead.
Commitment to Progress: I (The Client) recognise that consistent daily practice at home is essential for success. While Alex provides expert guidance, I (The Client) understand that training outcomes depend on many factors; therefore, results cannot be guaranteed, and Alex is not liable for specific rates of progress.
Transparency & Adaptability: I (The Client) will disclose any history of reactivity or fear prior to our first session. This allows Alex to tailor the environment to my dog's needs, which may include transitioning to online sessions if a face-to-face setting becomes overwhelming for the dog, or is unsafe.
Clear Communication: To prevent any accidental harm or misunderstanding, I (The Client) will seek clarification if I am ever unsure of a technique. I (The Client) acknowledge that Alex is not responsible for any misinterpretation of the session content.
Kindness-First Training: I (The Client) agree that punitive methods, harsh handling, or emotional intimidation are strictly prohibited. Aversive equipment—including choke, pinch, spray, or electronic collars, as well as slip leads—is not permitted. Use of these methods may result in the immediate termination of the session without a refund.
Safety Protocols: During sessions, dogs must remain on-lead when in public spaces. I (The Client) acknowledge that for the safety and physical comfort of the dog, the use of a well-fitted harness is strongly encouraged. Please note that head collars and flexi-leads (retractable leads) are not permitted during sessions; this policy is in place to prevent sudden neck strain, entanglement, or accidental injury to the dog, the handler, or others in the vicinity.
Shared Trust: If my dog appears anxious or uncomfortable, I (The Client) trust Alex to take immediate action to support them. I (The Client) agree to follow Alex’s professional directions to ensure the wellbeing of all dogs and individuals involved.

Booking & Cancellations:

Friends of Frank reserves the right to cancel or reschedule any service at short notice if it is necessary for the health, welfare, or safety of the dog or participants. This includes, but is not limited to, extreme weather conditions or cases where a dog appears anxious or uncomfortable and requires immediate action to cope.
I (The Client) understand that in these instances, a new session will be scheduled or a refund issued as per the refund policy.

(A full refund for pre-paid sessions will be issued within 14 days).

Session Interruptions: Alex reserves the right to pause or end a behaviour session early if required. In such cases, a pro-rata discount or refund will be applied within 14 days.

*Ethical Exceptions: I (The Client) acknowledge the one exception to the above: if a session is terminated because I (The Client) have breached the Friends of Frank Code of Ethics, no refund will be provided, and further action may be taken if deemed appropriate.

Confirmation of Attendance: I (The Client) understand that an acknowledged booking constitutes a formal commitment to the scheduled service.
Walking Cancellation Policy: While no deposit is required for walks, I (The Client) agree to provide a minimum of 48 hours' notice for any cancellations. I (The Client) acknowledge that cancellations made within this 48-hour window will incur a 50% fee.

Note: This fee is waived with our deepest sympathies in the heartbreaking event of your beloved dog’s passing.

Specific to Behaviour Sessions:

Attendance & Participation: I (The Client) understand that while the whole family is welcome to observe behaviour sessions, a maximum of two individuals may actively participate to ensure the dog remains focused. Other observers are asked to remain quiet to avoid disruption; Alex will be happy to discuss their feedback and questions once the session has concluded. A follow up session to introduce family members and children to training can be arranged where necessary.
Inclusivity & Accessibility: I (The Client) recognise that Alex strives to provide a supportive and safe learning environment. I (The Client) will use the provided contact form to disclose any adjustments or accessibility needs that would benefit my participation.

Payment Terms:

Invoicing: I (The Client) will be invoiced on the day of the behaviour session, with full payment due by 23:59 on that same day.
Advance Payments: I (The Client) acknowledge that all fees paid in advance are non-refundable unless the service is cancelled by Alex.
Payment via Cash: I (The Client) agree to provide the exact cash payment in person, handing it directly to Alex or a designated Friends of Frank team member before the conclusion of the session.

I (The Client) acknowledge that Friends of Frank is committed to protecting my personal data in accordance with current data protection laws. To ensure the highest standard of care, I (The Client) grant permission for the ongoing collection and maintenance of comprehensive physical and digital records. I (The Client) understand these records are used to monitor my dog's progress, health, and behaviour, allowing for a truly tailored experience.

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 service that the individual has requested.

By engaging with these services, I (The Client) understand the following:

Data Security & Confidentiality: Friends of Frank guarantees that all personal information is stored securely. The sharing or selling of my data to third parties is strictly forbidden.
Purpose & Legal Basis: Data is collected and processed under the basis of Legitimate Interests. This allows Friends of Frank to maintain our professional business relationship, ensure safety, and provide a tailored service for my dog.
Collection & Retention: Information may be collected in person or virtually and will be retained only for as long as is necessary to fulfill the requested services.
Your Rights: I (The Client) have the right to withdraw my consent or request to stop being contacted at any time.
Service Implications: I (The Client) understand that withdrawing consent for data processing may mean Friends of Frank is unable to continue providing certain services. Should this occur, any implications for my dog's care or our ongoing sessions will be clearly explained to me at that time.

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:

Friends of Frank Documentation: I (The Client) consent to my dog being photographed or filmed by Alex and the Friends of Frank team during walks. I understand that specific permission will be sought should any images be intended for commercial or promotional use. Photography or filming during behaviour sessions will be discussed with me directly.
Client Photography & Privacy: I (The Client) acknowledge that it is not appropriate to photograph or film Alex, any member of the Friends of Frank team, other clients, or their dogs without obtaining prior consent from Alex.
Security & Monitoring: I (The Client) agree to disclose the presence of any indoor cameras or recording devices when booking a Friends of Frank dog-sitting service to ensure the privacy and safety of the staff.

Parking:

I (The Client) acknowledge that Alex and the Friends of Frank team accept no liability for any loss or damage to my vehicle(s) while parked at, or in the vicinity of, any session location. I understand that all vehicles are left at my own risk.

Disclaimer:

While Alex is deeply committed to our safety and wellbeing, I (The Client) understand that I am responsible for my dog and myself during any practice I carry out independently.
I acknowledge that Alex and the Friends of Frank team cannot be held liable for any accidents, injuries, or losses that may occur while I am working with my dog outside of her direct care or supervision.

Further Documentation:

"I (The Client) acknowledge that I have the right to access any legislation relevant to the services provided by Friends of Frank. I understand that it is my responsibility to read and understand these terms and conditions in full, and I accept that Alex cannot be held liable for any misunderstandings or oversights should I choose not to review them before agreeing.