Last updated: 12 October 2026
These Terms & Conditions apply to bookings and purchases made with The Whole Hound Academy, including puppy training, group classes, private training, behaviour consultations, coaching programmes, workshops, professional development, online courses, memberships and residential training holidays.
Please read these terms before booking. By completing a booking or purchase, you agree to these Terms & Conditions and any additional information or conditions clearly provided for your chosen service.
Nothing in these terms affects your statutory consumer rights.
1.1 The Whole Hound Academy is a trading name of Avon Dog Services Ltd, registered in England and Wales under company number 08372691.
Registered office: 2 Northside, Wells Road, Chilcompton, Radstock, England, BA3 4ET.
Email: thewholehoundacademy@gmail.com
Website: www.thewholehoundacademy.co.uk
1.2 References to "we", "us" and "our" mean Avon Dog Services Ltd trading as The Whole Hound Academy.
1.3 References to "you" or "the client" mean the person purchasing or booking a service.
2.1 Bookings are subject to availability and are confirmed when we accept the booking and any required initial payment has been received.
2.2 You agree to provide accurate information about yourself, your dog and any circumstances relevant to the service.
2.3 The service description, price, dates, duration, included resources and any specific conditions displayed before purchase form part of your booking agreement.
2.4 We may decline a booking where we reasonably believe a service is unsuitable or cannot be delivered safely.
2.5 Where a service-specific condition differs from these general terms, the condition clearly communicated before purchase will apply, provided it is lawful and fair.
3.1 Payment is required in full when booking unless a deposit or instalment arrangement has been agreed.
3.2 Where instalments are offered, the payment dates and amounts will be confirmed at purchase.
3.3 You are responsible for making payments by the agreed deadlines.
3.4 If a payment is missed, we will contact you and provide a reasonable opportunity to resolve the issue. We may suspend further services while an agreed payment remains overdue.
3.5 Payment plans do not automatically create a right to cancel an agreed programme without meeting applicable cancellation terms.
3.6 Deposits and advance payments are subject to applicable consumer rights and the cancellation conditions for the relevant service. We will not retain payments or impose charges that are unlawful or unfair.
3.7 Prices are those confirmed at the time of booking. We will not increase the agreed price of an existing booking without a lawful contractual basis or your agreement.
4.1 Cancellation requests must be submitted by email to thewholehoundacademy@gmail.com.
4.2 Where a statutory cancellation right applies to an online or distance booking, we will honour that right. For many service contracts this is 14 days from the date the contract is made, although certain exceptions apply.
4.3 If you expressly request that a service begins during an applicable statutory cancellation period, and subsequently cancel, we may be entitled to charge a proportionate amount for services already supplied, where the legal requirements have been met.
4.4 Where no statutory cancellation right applies, or the applicable period has expired, the cancellation provisions for your particular service will apply.
4.5 Any cancellation charges will be fair and proportionate, taking account of costs incurred, losses reasonably resulting from cancellation, savings made and reasonable opportunities to rebook the space.
4.6 Refunds will normally be returned to the original payment method within 14 days of the refund being agreed, unless a different legal deadline applies.
4.7 Nothing in these terms removes your rights where services are not provided with reasonable care and skill or otherwise fail to meet applicable consumer law.
5.1 Private sessions include individual puppy training, behaviour consultations, coaching appointments and other one-to-one services, whether delivered in person or online.
5.2 We request at least 48 hours' notice if you need to cancel or reschedule an appointment.
5.3 Where at least 48 hours' notice is provided, we will offer an alternative appointment where reasonably possible.
5.4 Where less than 48 hours' notice is provided, or you fail to attend, the session may be treated as used, subject to applicable statutory rights and the fairness of any cancellation charge.
5.5 We understand that emergencies happen and will consider exceptional circumstances individually.
5.6 Sessions must be attended at the agreed time and location. Late arrival may reduce the available session time.
6.1 Coaching packages and programmes include only the sessions, resources and support specified at purchase.
6.2 The number of sessions, duration of the programme and any expiry date will be confirmed before purchase.
6.3 Where a package has a defined validity period, sessions should be booked and used within that period.
6.4 Unused sessions do not automatically carry forward beyond the agreed period. We may agree an extension where reasonable, including in cases of illness or exceptional circumstances.
6.5 Programme support, including email, messaging, video feedback or other resources, is provided only for the agreed duration and within the stated scope.
6.6 Sessions and packages cannot be transferred to another person or dog without our agreement.
6.7 If you choose to discontinue a programme, any refund or payment remaining due will be assessed in accordance with your statutory rights, services already provided and reasonable losses arising from cancellation.
7.1 Group classes are sold in blocks or other formats as described at booking.
7.2 Where a class block allows you to select individual attendance dates, you are responsible for booking your sessions through the designated booking system.
7.3 Class credits must be used within any validity period clearly communicated at purchase.
7.4 A class credit is normally used when you attend a booked class. If you cannot attend, please cancel or rearrange through the booking system as early as possible.
7.5 We request at least 48 hours' notice when changing an individual class booking. Late cancellations or non-attendance may result in the credit being treated as used, subject to applicable law.
7.6 Class places are subject to availability. Purchasing a block does not guarantee availability on every preferred date.
7.7 If we cancel a class, we will offer a replacement session or restore the affected credit. Where neither is reasonably suitable, an appropriate refund will be offered.
7.8 We may recommend a different class or service where a dog's needs are not suited to the booked group environment.
8.1 Workshops, short courses, specialist events and professional development activities are booked for the dates advertised.
8.2 Unless a different cancellation policy is clearly stated before purchase, we request 14 days' notice of cancellation.
8.3 Cancellations with less than 14 days' notice may be subject to reasonable cancellation charges reflecting our losses and any costs already incurred.
8.4 If we can fill your place with another paying participant, we will take this into account when calculating any refund.
8.5 Where we cancel an event, we will offer an alternative date or a refund for the service not provided.
8.6 Attendance at a professional development course does not constitute a formal qualification or professional accreditation unless expressly stated.
This section applies to all residential dog training holidays, retreats and similar events organised by The Whole Hound Academy.
A retreat booking is confirmed once we have accepted the booking and received the required initial payment.
The deposit amount, total booking price and payment schedule will be confirmed before purchase.
Any deposit forms part of the total retreat price and is subject to the cancellation conditions below and applicable consumer law.
All retreat bookings must be paid in full according to the following schedule:
Bookings made more than six calendar months before the retreat: The full outstanding balance must be paid no later than six calendar months before the retreat start date.
Bookings made between three and six calendar months before the retreat: The full outstanding balance must be paid no later than three calendar months before the retreat start date.
Bookings made within three calendar months of the retreat: Payment in full is required at the time of booking.
Instalment arrangements may be agreed, provided the full balance is received by the applicable deadline.
We will communicate payment deadlines clearly when confirming your booking.
If payment is not received by the agreed deadline, we will contact you and allow a reasonable opportunity to resolve the outstanding balance before considering cancellation of the booking.
If you need to cancel your retreat, you must notify us in writing by email.
The following is our standard cancellation refund schedule:
| NOTICE BEFORE RETREAT | STANDARD REFUND |
| 6 calendar months or more | 75% of booking price |
| Less than 6 months to 4 months | 50% of booking price |
| Less than 4 months to more than 2 months | 25% of booking price |
| 2 months or less | No refund |
For clarity, cancellation exactly six calendar months before the retreat falls within the 75% refund band, cancellation exactly four calendar months before the retreat falls within the 50% refund band, and cancellation exactly two calendar months before the retreat falls within the "no refund" band.
The amounts retained under this schedule reflect the costs we commit in preparing and running the retreat, including accommodation, venue, catering and the reservation of places that become harder to resell as the retreat approaches.
These are standard contractual refund arrangements, subject to statutory rights and the requirement that any amounts retained are fair and proportionate to our reasonable losses.
Where our actual reasonable losses are lower than the amount otherwise retained, including because a cancelled place has been successfully resold, we will take this into account and adjust the refund as appropriate.
Refunds are calculated by reference to the total booking price, with any outstanding balance and sums already paid taken into account.
If you cancel after the retreat has begun or fail to attend, we may retain reasonable amounts relating to services already provided and losses arising from the cancellation.
Any refund will be considered in accordance with applicable law and the circumstances.
You may request to transfer your retreat booking to another person or another available retreat date.
Transfers require our prior agreement and may be subject to reasonable costs arising directly from the change.
We cannot guarantee that a transfer will be possible, particularly where accommodation, dietary requirements or training arrangements have already been confirmed.
We may need to make reasonable changes to a retreat because of circumstances including serious illness, venue availability, safety concerns, extreme weather or events outside our reasonable control.
We will notify you as soon as reasonably possible.
If we cancel a retreat and cannot provide a suitable alternative, we will refund the payments received for services we cannot provide, subject to applicable law.
Where a material change significantly affects the retreat, we will explain the options available to you, including any applicable right to cancel and receive a refund.
Retreat accommodation, meals, training activities and other inclusions will be described at the time of booking.
Guests must follow reasonable rules imposed by the accommodation provider, including those relating to dogs, property care, safety and the use of facilities.
Guests are responsible for damage caused by themselves or their dogs where legally liable.
Additional guests, dogs or services must be agreed in advance and may incur additional charges.
You must disclose relevant behavioural, health or welfare concerns before attending.
We welcome dogs with a range of training and behavioural needs, but we must ensure that the retreat is appropriate and safe for everyone.
We may adapt training activities, request additional safety measures or restrict participation where reasonably necessary.
Where a dog cannot safely participate, we will discuss reasonable alternatives and any refund entitlement in accordance with the circumstances and applicable law.
You are responsible for arranging travel to and from the retreat unless otherwise stated.
We strongly recommend obtaining appropriate travel or holiday cancellation insurance, including cover for illness, emergencies and circumstances that may prevent attendance.
Insurance is recommended but does not replace your statutory rights or our contractual obligations.
10.1 Online courses, video libraries, downloadable materials and other digital resources are provided with the access period described at purchase.
10.2 Where immediate access to digital content affects statutory cancellation rights, we will obtain the required express consent and acknowledgement before supplying it.
10.3 Access is for personal use only unless otherwise agreed.
10.4 Materials must not be copied, distributed, resold or shared without our permission.
10.5 We may update digital content to maintain accuracy, quality and relevance.
10.6 Where digital content is faulty or not supplied as agreed, your statutory rights remain unaffected.
11.1 Membership fees, payment frequency and included benefits will be displayed before purchase.
11.2 Memberships renew according to the billing arrangement selected unless cancelled.
11.3 You may cancel future renewals using the cancellation method provided through your account or by contacting us.
11.4 Cancellation will normally take effect at the end of the current paid billing period, subject to any applicable statutory rights.
11.5 Access to membership resources and benefits may end when membership expires.
11.6 We will communicate material changes to membership pricing or benefits in advance and provide any cancellation rights required by law.
12.1 We use reward-based, welfare-focused and evidence-informed training methods.
12.2 We do not permit harsh handling or the use of methods or equipment intended to cause pain, fear or intimidation during our services.
12.3 We may ask you to stop using inappropriate equipment or handling methods.
12.4 Where a client refuses to follow reasonable safety or welfare instructions, we may suspend or discontinue participation.
12.5 Any refund following such action will be considered fairly, taking account of the circumstances and applicable law.
13.1 You must provide accurate information about your dog's behaviour and any known risks.
13.2 You must tell us before your first session or event if your dog has ever bitten, attempted to bite or shown aggression towards people or other animals, and you must tell us promptly about any change in your dog's behaviour while you are working with us.
13.3 Where a dog's behaviour presents a risk to people, other dogs or itself, we may ask for the dog to wear a muzzle, stay on lead, be given additional space or move from a group setting to private sessions. We will explain our reasons.
13.4 You remain responsible for your dog and its control at all times during sessions, classes, events and retreats, unless we have expressly agreed to handle your dog for a particular exercise.
13.5 In public places your dog must wear a collar and identification tag as required by law, and should be kept on a lead unless we advise otherwise.
13.6 Female dogs in season should not attend group classes, workshops or retreats. Please tell us as soon as possible and we will offer an alternative session or date where we reasonably can.
13.7 Training and behaviour outcomes depend on many factors outside our control, including practice at home, your dog's health, history, genetics and environment. We will provide our services with reasonable care and skill, but we cannot guarantee a particular result.
14.1 Dogs attending group classes, workshops, events or retreats must be vaccinated in line with your vet's advice, or have a current titre test result your vet considers appropriate. Puppies may join puppy classes at the stage of their vaccination course your vet advises.
14.2 We may ask to see vaccination records before your dog attends.
14.3 Dogs should be up to date with flea, tick and worming treatment.
14.4 Please do not bring a dog who is unwell, who has had vomiting or diarrhoea in the previous 48 hours, or who has kennel cough or any other infectious condition, until your vet confirms they are clear.
14.5 You must tell us about any medical condition, injury, pain, medication or recent surgery that may affect your dog's ability to take part. Behaviour is often affected by pain and health, and we may recommend a veterinary check before or during training.
14.6 We may decline or end a dog's participation in a session where the dog appears unwell or unfit to take part. Where this happens, we will offer an alternative session or date where we reasonably can.
14.7 Our trainers are not vets. Our advice relates to training and behaviour and does not replace veterinary advice, diagnosis or treatment.
15.1 We hold public liability and professional indemnity insurance in respect of the services we provide. Details are available on request.
15.2 You are responsible, to the extent the law makes you liable, for any injury, loss or damage caused by your dog to any person, animal or property. We strongly recommend that you hold third-party liability insurance for your dog, which many pet insurance policies include.
15.3 Dog training involves some inherent physical risk, for example being pulled on the lead, jumped up at, or slipping on uneven or wet ground outdoors. Please wear suitable footwear and clothing and tell us about any health condition that may affect your own participation. This clause does not reduce our responsibilities under clause 15.4.
15.4 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law.
15.5 We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.
15.6 Where you book professional development or other services for business purposes, we are not liable to you for loss of profit, loss of business, business interruption or loss of business opportunity.
15.7 Personal belongings and equipment brought to sessions, events or retreats remain your responsibility.
16.1 If you are unhappy with any part of our service, please tell us as soon as possible by email to thewholehoundacademy@gmail.com so that we have the chance to put things right.
16.2 We will acknowledge your complaint within 5 working days and aim to respond in full within 14 days. If we need longer, we will tell you why and when you can expect a response.
16.3 If we cannot resolve your complaint, we will tell you whether we are willing to use an alternative dispute resolution service. You can also get free advice from Citizens Advice, and you remain free to bring a claim through the courts.
17.1 These terms, and any contract between us, are governed by the law of England and Wales.
17.2 You may bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your home courts.
17.3 If any part of these terms is found to be unlawful or unenforceable, the remaining terms will continue in full force.
17.4 We may update these terms from time to time. The version in force when you make a booking will apply to that booking, unless a change is required by law or you agree to it.
17.5 If we delay in enforcing any of these terms, we may still enforce them later.
17.6 The contract is between you and us. No other person has any right to enforce its terms.
