Terms & Conditions

Service Terms & Conditions

Bookings

Book and pay online, or we will confirm receipt of your booking registration by email, and send payment details.

Fees

Full payment of course or package fees is required to secure a booking. Unfortunately we are unable to hold places open without payment.

Coaching you to train your dog

To make the most of the classes or sessions, many short daily training intervals at home are favourable to allow you and your dog to practise the techniques and lessons shared. Implementing any training plan is the responsibility of the customer, as is their dog’s welfare and on-going behaviour.

Puppy Life will not be held responsible for any perception by the customer that they have been given inappropriate information or advice, whether in person from Puppy Life instructors or through Puppy Life digital channels.

Refunds and Cancellations

If you need to cancel a booking you may do so up to 14 days prior to the start date of the course or package. This includes cancellations for illness etc. In such circumstances an email must be received by Puppy Life more than 14 days prior to the event and a full refund minus a £20 administration fee will be made. Cancellations received less than 14 days before the event will not be entitled to a refund, unless specifically in the case of classes, the place can be re-sold. A £20 admin fee will apply in all circumstances. Refunds will be made within 14 days, to the banking account specified by you. We do not offer a refund or replacement class for classes missed once a course has started.

Please allow a minimum of 48 hours’ notice if you wish to reschedule a one-to one training session. Training packages must be completed within 6 months.

Where bookings need to be cancelled or rescheduled by Puppy Life, you will be advised as soon as possible. These will be rebooked at a mutually convenient time, or a pro-rata refund issued within 14 days of the cancellation date, to the banking account specified by you. Notification of cancellation will be made to all customers by email.

Attendance at classes and sessions

All family members that are involved with the day-to-day care of the dog are encouraged to practise training. We currently ask that a maximum of two people per dog attend a class (one of which must be an adult).

We make every effort to provide a supportive learning environment and to ensure the safety of both customers and dogs during classes and sessions. Any and all instances of accident or injury must be reported to the instructor at the time they occurred.

Health and Safety

By making a booking, you 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 Puppy Life for all personal injury and damage to property owned by you while attending classes or sessions. You also agree to make any person who accompanies you to such aware that they are also there at their own risk.

People attending a class or 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 they are equipped with appropriate clothing and equipment. All attendees agree to abide by the health and safety instructions issued by the venue and the organiser(s).

Parking

Puppy Life takes no responsibility for loss or damage to customers’ cars parked at or in the vicinity of training venues.

Training Environment and Equipment

We teach training techniques that are based on kind, fair and effective, non-punitive methods. Puppy Life adheres to the Association of Pet Dog Trainers UK (APDT) Code of Practice https://apdt.co.uk/code-of-practice-apdt/ .

Harsh handling, physical or emotional intimidation from owners or the use of related 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 or intimidation in any form will be asked to leave. No refunds will be given in these circumstances.

Harnesses are strongly advised for training purposes. Head collars are not permitted in classes or sessions to avoid injury to the dog’s neck. Flexi-leads are not permitted, to avoid injury to others.

The customer understands that the mention or recommendation of any product or service by a Puppy Life or a representative is not a guarantee of satisfaction with such.

Animal Health and Vaccinations

Only puppies under the age of 20 weeks at the start of a ‘Puppy Life Puppy Course will be eligible. One-to-one sessions have other parameters. Puppies must be vaccinated. Your vet will advise when it is safe for your puppy to attend.

The customer confirms that their dog is fully vaccinated, microchipped, not in heat, has been wormed & flea treated, and is in good physical health (unless otherwise declared). Please do not bring any dog to a class who is sick, injured or has (or may have) been in contact with any other animals suffering contagious disease. If, after attending a class or session, you find your dog has a contagious disease, please contact Puppy Life immediately so we can notify others.

Customers’ Dogs

The customer remains wholly responsible for the welfare, conduct and control of their dog at all times before, during and after classes or sessions, whether indoors or outdoors, and in their interaction with other people or dogs.

Always be aware of other dogs and do not allow your dog to approach others without asking the guardian’s permission to do so. All dogs to remain on lead within the venue and surrounds, unless specifically indicated by the instructor.

If your dog becomes anxious or in any way uncomfortable during one of our classes, or sessions we may will take immediate action to help them cope.

Occasionally, we may find that a class environment / skills training does not suit a dog or guardian. Full discussion concerning the best and most beneficial way to proceed will be undertaken. This may result in us suggesting alternative arrangements to assist you.

At specified times, we may allow your puppy to play with other suitable puppies in a class for short periods, however we cannot guarantee the right mix of puppies on every course for this to be done safely. Consequently, puppy-puppy play may not occur.

Please pick up after your dog and dispose of it. If your dog toilets indoors in class, please use the cleaning equipment available to clean up after them.

Privacy Policy

Stephanie Ismail, trading as Puppy Life is a sole trader whose address is 4A Saunders Ness Road, E14 3PS.

Puppy Life collects and uses information to provide services and to meet the needs of our customers. Everything we do with information about living people, such as how we collect it and who we share it with, has to comply with the Data Protection Act.

Information collected

We collect information about people who engage with us, enquire or sign up to or book or use our services on site, or at other locations including their home. The specific details collected may vary depending on the interaction and service in question.

Personal information may include but is not limited to: standard contact details such as your name, telephone and email address; additional information to inform the advice and information we may provide depending on services required e.g. your home address, your lifestyle and training goals; invoicing information.

How we collect information

How we collect specific details may vary. Most personal information is provided directly by you when you engage with us in order to enquire about, request or purchase our services.

We may collect information from you when you:

• contact us by email or telephone or in person

• complete a contact or registration form

• when you sign up to receive regular communications

• post on our digital channels.

See our Website Policy for more information regarding website usage data.

What do we use it for

Information collected is used for the following purposes: 1. to provide information related to our services. 2. to confirm and manage bookings and payments. 3. to deliver services related to bookings and adapt services to your needs. 4. to contact individuals to inform them of services that may be of interest, or relating to existing bookings. 5. To gather information about individuals’ requirements or experience of our services.

Whenever we use information, we always limit this to only the details that are needed and we ensure that it is used safely and securely.
Under GDPR Article 6 we are required to tell you under which lawful basis we are processing your data. In this instance we are processing your data under Legitimate Interests, specifically to:

• develop and maintain our existing business relationship with you

• to know not to contact you if you inform us that you no longer wish for anyone to contact you.

How long we keep it for

We keep customers’ information for as long as it is required to provide a service. We delete customers’ info from our system 3 years after the last contact with us.

Who has access to your information?

We will never lease, distribute or sell your personal information to third parties unless we have your permission or the law requires us to.

Third Party Service Providers working on our behalf: We may pass your information to our third party service providers only if necessary for the delivery of our services. When we use third party service providers, we disclose only the personal information that is necessary to deliver the service.

What rights you have

You 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).

If we are processing your information based on you giving us consent to do so, you have the right to withdraw your consent at any time. Doing so may mean we are unable to provide the service you are hoping to receive and the implications of you giving or withdrawing your consent will be explained at the time.

If anything in this notice is unclear, if you have any requests or queries, or if are unhappy with any aspect of how your information has been collected and/or used, please contact us.

Contact: Stephanie Ismail

Email: info@puppylife.co.uk  

Subject: Data Protection Officer

You can also report concerns to the national regulator, the Information Commissioner’s Office. Contact details are on their website: https://ico.org.uk/concerns/handling/

Photography and Digital Materials

Your dog, yourself, or guests may be photographed and/or videoed by a Puppy Life Instructor whilst at a class or session. You will be asked for permission for Puppy Life to use these images when making your first booking. Owners acknowledge that it is not appropriate for them to photograph and/ or film instructors, other attendees, or their families in classes, sessions or workshops without prior consent.

In sending any digital materials i.e. photographic images and/or videos to Puppy Life or any Puppy Life social media channels, you give permission for Puppy Life to use these materials for teaching and/ or marketing purposes.

Services Disclaimer

Puppy Life Instructors or persons acting on behalf of Puppy Life 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 an event, class or training session carried out by the owner in the absence of Puppy Life Instructors.

Review of this Privacy Policy

This Privacy Policy was updated on 24 June 2024 and is reviewed annually, or as and when relevant data protection legislation requires this. Further information regarding our policies and practises online are outlined below.

We reserve the right to update this Privacy Policy from time to time. Where appropriate, we will endeavour to contact you of any material changes. You can also visit the website periodically to view any updates to our Privacy and Website Policy.

Website Terms of Use

Using our website

We seek to provide high quality information and have made every effort to ensure that this information is accurate and up to date.

We take reasonable steps to ensure that any external website that we reference or provide links to, or any information provided by third parties is not offensive or defamatory, however we are unable to take responsibility for the accuracy or tone of any such information or website maintained outside of Puppy Life.

This policy and our privacy practises apply only to Puppy Life and the Puppy Life website. If you transfer to another site, please read the privacy policy relating to their website information.

We will not transfer personal information to other sites, unless you have been advised that we will do so.

Social Media:

We are active users of social media including but not limited to Instagram and Facebook. We take photos and videos during classes or sessions and may share them or use them in marketing or on the Puppy Life website. If you do not wish these images to be used, please let us know at the time of booking, or more specifically at the time of filming.

Subscriptions to content:

We may send you an email asking if you wish to subscribe to content or be added to our newsletter. If you subscribe to our content, you can opt out at any time.

Collecting information automatically

Like many websites, we use Google Analytics (GA) to track user interaction, which in turn helps us to understand how people find and use our website pages. GA makes use of cookies, details of which can be found on Googles developer guides. Disabling cookies on your internet browser will stop GA from tracking any part of your visit to pages within this website. Turning cookies off may result in a loss of functionality when using our website.

Information security

We follow industry standards to protect the information submitted to us. Contact emails, pages and forms on the website which are used to collect your personal details are protected by a digital certificate called a “Secure Socket Layer” (SSL). This is installed onto the web server to ensure that the information being transmitted is secure and to encrypt that information which makes it virtually impossible to intercept that transfer.

Copyright

All material on Puppy Life website pages, including without limitation text, logos, icons, photographs and all other artwork, is copyright material of Puppy Life, unless otherwise stated. Commercial use of such material may only be made with the express, prior, written permission of Puppy Life.

Material provided by any third party, including material obtained through links to other sites, is likely to be the copyright material of the author. Permission to copy or otherwise use such material must be obtained from the author.

Website Disclaimer

Puppy Life seeks to ensure that information contained in these website pages is accurate. However, we are unable to give any guarantee as to the accuracy or completeness of the information on the website and can accept no liability for any loss, damage or inconvenience which may be caused by relying on any such information, whether contained in these pages, or on any Puppy Life digital channels, including without limitation information reached via links to external content.

Puppy Life holds and processes personal data in accordance with all current legislation relating to data protection.

Review of this Website Policy

This Website Policy was updated on 24 June 2024 and is reviewed annually, or as and when relevant legislation requires this.

We reserve the right to update this policy from time to time. Please check this page occasionally to ensure you are happy with any changes. By using our website, you are agreeing to be bound by this policy.