Packages
Terms & Conditions
Packages
Terms & Conditions
Roo’s K9s – Package Terms & Conditions
These terms apply to all training and behaviour packages purchased through Roo’s K9s. By purchasing a package, you agree to the conditions set out below. Please read them carefully before booking.
These terms are intended to be fair and transparent. If you have any questions before purchasing, please get in touch and we will be happy to discuss them.
1.Booking & Payment
Payment Full payment is required at least 48 hours before initial training and behaviour assessment. Your package will not be confirmed until payment has been received. Assessment All packages begin with an initial training and behaviour assessment. This is not a formality. It is the foundation of any subsequent plan and ensures that the approach taken is appropriate for your dog and your situation Confirmation Once payment is received, you will receive a written confirmation of your booking. Please check the details carefully and notify us of any errors as soon as possible
2.Session Validity
All sessions included in your package must be used within six months of the date of your initial training and behaviour assessment. Sessions not used within this period will be forfeited without refund. If you are experiencing exceptional circumstance that may prevent you from using your sessions within this period, please contact us as early as possible. Extensions may be considered at our discretion. To maintain momentum and ensure the best outcomes for your dog, a minimum of 5-7 days is recommended between sessions. Packages are not designed to be used intensively over a short period.
3. Cancellation & Rescheduling
Notice required A minimum of 48 hours’ notice is required to reschedule or cancel any session without penalty. Notice must be given in writing via email, WhatsApp message, phone call, or answer phone message. Late cancellation If you cancel or reschedule with less than 48 hours’ notice, the session will be considered used. As a one-time exception per package, a late-cancelled session may be rescheduled at our discretion. This exception will not be applied more than once within a single package Non-attendance Failure to attend a session without prior notice will result in that session being forfeited. Cancellation by Roo’s K9s In the rare event that we need to cancel a session, you will be notified as soon as possible, and the session will be rescheduled at a time convenient to you. Sessions cancelled by us are never forfeited.
4. Travel
Travel within 10 miles of Portishead is included in all package prices. For appointments beyond 10 miles, a travel charge of 45p per mile applied to the additional distance, calculated as a return journey. Your exact travel charge will be confirmed at the time of booking. No travel charge will be applied without prior agreement.
5.WhatsApp Support
All packages include 1 month of WhatsApp support, beginning from the date of your Last session. WhatsApp Support is intended for brief questions, progress updates, and clarifications between sessions. It is not a substitute for a booked session and is not appropriate for new, escalating, or complex concerns – these should br addressed by booking a follow-up session. We aim to respond to all messages within 24 hours, Monday to Friday. Messages received on weekends or bank holidays will be responded to on the next working day. WhatsApp support is included as part of your package and cannot be extended, transferred, or exchanged for additional sessions.
6.Package Conditions
Non-transferable Packages and individual sessions are non-transferable. They may not be shared between dogs, passed to another person, or applied to a different household. One dog per package Each package related to one named dog. If you have more than one dog requiring support, contact us for further information. Refunds Packages are non-refundable once the initial assessment has taken place. If you wish to cancel prior to your assessment, a full refund will be issued minus any administration costs. Requests for refunds after the assessment will be considered on a case-by-case basis at our discretion.
7.Health & Safety
Your dog must be up to date with core vaccinations before attending any in-person session. If your dog is unwell on the day of the session, please contact us to reschedule, this will not count as a late cancellation. We reserve the right to end or pause a session if a dog displays behaviour that poses a risk to the safety of any person or animal present. In such cases, the session will be rescheduled rather than forfeited, and an appropriate plan discussed. The owner or responsible adult must be present for all 1:1 session. For Walk & Train and Puppy Walk & Train sessions, you are not required to be present but must be contactable during the session You are responsible for any damage or injury caused by your dog during a session. Please ensure your dog is appropriately insured.
8.Professional Boundaries & Referral
Roo’s K9s provides professional dog training and behaviour support. We do not provide veterinary advice, and nothing within our service should be taken as a substitute for veterinary care. We may recommend a veterinary consultation or referral to another professional at any point during our work together. Where a veterinary referral is recommended, we reserve the right to pause behaviour work until appropriate veterinary support has been sought. This is in the best interest of your dog and is not a reason for a refund. We work collaboratively with other trainers and behaviourists where cases require it and may discuss your case in a professional supervision context. Your personal details will not be shared without your consent.
9.Changes To These Terms
Roo’s K9s reserve the right to update these terms and conditions. Any changes will be communicated in writing and will not affect packages already purchased.
These terms were last updated April 2026. For any questions, please contact us at roosk9straining@gmail.com.