REFUND POLICY ON SHOP PRODUCTS
30-day refund policy. The buyer is responsible for return postage costs and any loss in value if an item isn't returned in its original condition.
We want to ensure that you are 100% happy with your purchase from the shop (physical products not services, please scroll below for service refund information).
- For technical or sales queries, please contact us.
- If you have attempted to resolve issues with Support and still feel the product(s) you purchased do not best fit your requirements, we want to make things right.
When requesting a refund, we’d appreciate you taking a moment to let us know why. We’re always looking to improve, so please include details about the reason for your refund request.
Who we are
Our website address is: https://www.kateyaldred.co.uk and https://www.poochpaws.co.uk
What personal data we collect and why we collect it
When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection.
If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.
If you leave a comment on our site you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.
If you visit our login page, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.
When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select "Remember Me", your login will persist for two weeks. If you log out of your account, the login cookies will be removed.
If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.
Embedded content from other websites
Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.
Who we share your data with. How long we retain your data
If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognize and approve any follow-up comments automatically instead of holding them in a moderation queue.
For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.
What rights you have over your data
If you have an account on this site, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.
Where we send your data
Visitor comments may be checked through an automated spam detection service.
YouTube & Free Content
Any video content shared for free is not intended to be a substitute for professional advice. All information included in videos and free content is “as is” for educational purposes. A trainer or representative of the company is not necessarily your trainer unless you have entered into a working agreement with the company in signing up for paid services. You follow video or free content/instructions at your own risk, agreeing that you use the information at your own risk.
"Use at Your Own Risk" Disclaimer
All information in the Service is provided "as is", with no guarantee of completeness, accuracy, timeliness or of the results obtained from the use of this information, and without warranty of any kind, express or implied, including, but not limited to warranties of performance, merchant ability and fitness for a particular purpose.
The Company will not be liable to You or anyone else for any decision made or action taken in reliance on the information given by the Service or for any consequential, special or similar damages, even if advised of the possibility of such damages.
HELP & FREQUENTLY ASKED QUESTIONS
COVID PROTOCOL AND TERMS
Please CLICK HERE to read additional terms and protocol in relation to COVID
THE BOOKING FORM ISN’T WORKING
Please try these simple steps:
- Refresh your browser
- Try using a different internet provider. For example if you are using Chrome, try Internet Explorer
- Try a different device. The booking forms are compatible with mobile devices but try a computer.
If all these steps do not work please send an email.
WHAT WILL I NEED?
This may vary dependant on your case and species. Generally everyone will need a clicker and rewards such as food, and appropriate treat pouch.
All animals must have appropriate equipment that is sturdy and safe and non-harmful.
Most importantly, bring a smile and positive attitude.
More information will be sent to you once you have booked.
MISSING A SESSION?
CHECK THE POLICY - scroll to the bottom for full details
All one-to-one work must be paid for in advance of the appointment. If you need to change a 1-2-1 session you must give 72 business hours notice or you will be charged in full.
Saturday appointments and appointments made for St.Olaves hall are non-refundable.
Training classes, courses, workshops (online or in-person) are non-refundable; you are paying for your place.
WHAT VACCINES DOES MY DOG NEED?
All puppies and dogs attending classes or sessions at St.Olaves village hall or any other group session/location must be up to date with CORE vaccines set out by the British Small Animal Veterinary Association (BSAVA), and the Veterinary Medicines Directorate (VMD). These should be given under the direction of your veterinarian which include; DHP and LEPTO. Titre tests will be accepted as long as the results are provided on headed paper from your veterinarian. If you do not agree with this policy please seek alternative training arrangements.
ONLINE COURSE & ACADEMY / MEMBERS AREA DISCLAIMER
All sales are final for online courses. No refunds are issued for online courses once a sale is completed. The supplies and props used for any exercises instructed are not included in the purchasing price of the Online course.
The information in our online course is for educational purposes only and is not intended a guarantee of success. However, we make no representations, guarantees or warranties that the information or exercises in our online course is appropriate for you or will result in improvement of your training or behaviour. The information in our Online course is by no means complete or exhaustive and therefore does not apply to all circumstances or individuals.
By purchasing this online course and embarking on the exercises in it, you are assuming any risk.
By purchasing this Online course, Katey Aldred grants you a nonexclusive, non-transferable, revocable license to access and use our copyrighted online course and any associated materials solely for your own personal and non-commercial use. Our online course is protected under United Kingdom and foreign copyrights. The copying, redistribution, use or publication by you of any of the content within our online course is strictly prohibited. Your purchase of our online course does not grant you any ownership rights to our online course. Any breach in the terms of this agreement may result in termination of your access to the online course materials.
Our online course may contain references or links to materials from third-parties. Reference to any third-party products, services, processes or other information, by trade name, trademark, manufacturer, supplier or otherwise does not constitute or imply endorsement, sponsorship or recommendation thereof, or any affiliation with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
When you complete the purchase process, you will receive a password that will allow you to access our Content. You agree to maintain the confidentiality of your password and are fully responsible for all liability and damages resulting from your failure to maintain that confidentiality and all activities that occur through the use of your password. You agree to immediately notify us of any authorised use of your password or any other breach of security.
THE CONTENT PROVIDED IN OUR ONLINE COURSE IS PROVIDED “AS IS,” “AS AVAILABLE,” WITH “ALL FAULTS”, AND ALL WARRANTIES, EXPRESS OR IMPLIED, ARE DISCLAIMED (INCLUDING BUT NOT LIMITED TO THE DISCLAIMER OF ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE). OUR WEBSITE AND CONTENT MAY CONTAIN BUGS, ERRORS, PROBLEMS OR OTHER LIMITATIONS. KATEY ALDRED & POOCH PAWS, INCLUDING ALL OUR AFFILIATES, HAVE NO LIABILITY WHATSOEVER FOR YOUR USE OF OUR WEBSITE OR CONTENT. KATEY ALDRED & POOCH PAWS. CANNOT GUARANTEE AND DOES NOT PROMISE ANY SPECIFIC RESULTS FROM USE OF OUR WEBSITE OR CONTENT. KATEY ALDRED & POOCH PAWS DOES NOT REPRESENT OR WARRANT THAT OUR CONTENT OR OUR SERVICES FOUND WITHIN ARE ACCURATE, COMPLETE, RELIABLE, CURRENT OR ERROR-FREE OR THAT ANY SUCH ITEMS ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. THEREFORE, YOU SHOULD EXERCISE CAUTION IN THE USE AND DOWNLOADING OF ANY SUCH CONTENT AND USE INDUSTRY-RECOGNIZED SOFTWARE TO DETECT AND REMOVE VIRUSES. ALL RESPONSIBILITY OR LIABILITY FOR ANY DAMAGES CAUSED BY VIRUSES SOMEHOW ATTRIBUTED TO OUR CONTENT AND SERVICES IS DISCLAIMED. WITHOUT LIMITING THE FOREGOING, YOU UNDERSTAND AND AGREE THAT YOU DOWNLOAD OR OTHERWISE OBTAIN CONTENT THROUGH OUR WEBSITE OR SERVICES AT YOUR OWN RISK AND THAT YOU WILL BE SOLELY RESPONSIBLE FOR YOUR USE THEREOF AND ANY DAMAGES TO YOUR MOBILE DEVICE OR COMPUTER SYSTEM, LOSS OF DATA OR OTHER HARM OF ANY KIND THAT MAY RESULT. IN NO EVENT WILL KATEY ALDRED & POOCH PAWS OR HER CORPORATIONS, EMPLOYEES, CONTRACTORS, VENDORS, AFFILIATES OR AGENTS BE LIABLE TO YOU OR ANY THIRD PERSON FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES ARISING FROM YOUR USE OR MISUSE OF THIS VIDEO WHETHER SUCH DAMAGES ARISE IN CONTRACT, TORT, NEGLIGENCE, EQUITY, STATUTE OR BY WAY OF ANY OTHER LEGAL THEORY REGARDLESS OF WHETHER SUCH DAMAGES COULD HAVE BEEN FORESEEN. NOTWITHSTANDING ANYTHING TO THE CONTRARY CONTAINED HEREIN, KATEY ALDRED & POOCH PAWS LIABILITY TO YOU FOR ANY CAUSE WHATSOEVER, AND REGARDLESS OF THE FORM OF THE ACTION, WILL AT ALL TIMES BE LIMITED TO THE AMOUNT PAID, IF ANY, BY YOU TO US FOR THE VIDEO(S) WE PROVIDE PRIOR TO THE EVENT GIVING RISE TO LIABILITY.
This Terms of Service Agreement shall be governed and construed in accordance with applicable English law without giving effect to the principles of conflict of laws. Any cause of action by you with respect to our Website or Content must be instituted within one (1) year after the cause of action arose or be forever waived and barred. Should any part of this Agreement be held invalid or unenforceable, that portion shall be construed consistent with applicable law and the remaining portions shall remain in full force and effect.
To the extent that any Content is in conflict or inconsistent with this Agreement, this Agreement shall take precedence. Our failure to enforce any provision of this Agreement shall not be deemed a waiver of such provision nor of the right to enforce such provision. Our rights under this Agreement shall survive any termination of this Agreement.
All payment options are set out on the website under the service required. Unless specifically discussed all services are only available as programme options bookable through the Pooch Paws or Katey Aldred website.
Behaviour appointments are fortnightly, in the incident of an unexpected event behaviour appointments cannot be no more than EIGHT WEEKS apart. If a client fails to book their appointment, they will forfeit the outstanding appointments. Cancellation and failure to rebook within this time frame will result in being charged in full for the session.
Cancellations & No shows:
72 hours’ notice of Pooch Paws business hours is required if you need to cancel or change your appointment. Business hours can be viewed at www.poochpaws.co.uk/contact Failure to do so will result in you being charged in full. This also applies for no show appointments. If appointments are cancelled more than twice you will be charged in full.
All payment is required in full via PayPal or Stripe prior to appointments.
Other payment options may be considered, by prior arrangement. Payment in full is always required pre-or at the start of consultations.
CANCELLATIONS BY US: In the event that we need to cancel an appointment, class, session or event due to unforeseen circumstances you will be offered an alternative solution convenient to you, or a refund within 14 days equal to the amount of service that you have had cancelled. Refunds will be made via the original payment method. Cancellation notices may be given via phone, email, the website or social media.
Refunds on Services
Weekend bookings are non-refundable.
Weekday programme bookings - Once payment has been made a 50% refund will be issued if requested 7 days prior to the appointment, if no work has been carried out, with an additional administration fee of £10 and processing fee (see below). If the appointment is cancelled less than 72 hours prior to the appointment, no refund is available. If the request is made within 14-days of purchase and is not subject to a specific term written within, you will be sent a full refund.
CLASSES or COURSES or WORKSHOPS (online or in-person): Non-refundable
SPLIT PAYMENT OPTIONS: if your second payment is unsuccessful and you do not make the second payment you will be invoiced for the discount % you have had on any work/sessions which have already occurred. Discounts are only applicable to programmes by committing to a set number of sessions.
Refunds on Programmes:
If no work has been carried out:
Weekend bookings are non-refundable.
Weekday programme bookings - Once payment has been made a 50% refund will be issued if requested 7 days prior to the appointment, if no work has been carried out, with an additional administration fee of £10 and processing fee (see below). If the appointment is cancelled less than 72hours prior to the appointment, no refund is available.
Programme appointments must be booked within the 28-day expiry period. If appointments are not booked a refund will be automatically issued minus a £10 administration fee and processing fee (see below).
If work has been carried out:
You will be charged the full price of the service you have had, with an additional £10 administration fee and processing fee (see below). You will then be refunded the balance that is left from the fee you have paid.
One to One Training Sessions
Training Programmes: Discounts are available on one-to-one training booking programmes. Appointments are weekly and may not be no more than two weeks between sessions. Cancellation and a failure to rebook within this time will result in being charged in full for the missed session.
Special Offer Programmes
Where a programme offers a special offer for set appointment dates and/or times these are non-refundable and non-transferable.
Travel fees (only available in exceptional circumstances)
Outside of the NR31 postcode: 50p per mile PLUS £5 per 30 minutes of travel, both directions. You will also be charged a higher rate for the 1-2-1 session/s at a rate to book the entire day dairy out.
Refunds: Administration & processing fees:
All refunds are subject to a £10 administration fee being deducted, plus a deduction of an administration fee.
Administration fee: is a non-refundable fee taken by the payment platform which is approximately 2.9% of the total amount PLUS 30p per transaction.
TERMS AND CONDITIONS OF SERVICE
Please ensure you have read all of the terms and conditions of service. This covers cancellations, animal illness and a range of other topics.