These are the terms and conditions on which we supply the services of K.Moorby Ltd. They apply to any consultation, whether in-person or by telephone or video conference, and any additional advice and support we may provide. Please read carefully, as these aim to protect the rights and welfare of all parties.
By making a booking, you acknowledge that you have read, understood, and fully accepted the following terms and conditions. Should you have any queries, please contact us at training@moorby.me.
Bookings
Confirmation of your booking will be sent before the visit, once your questionnaire is returned, and upon receipt of payment in full.
All bookings are confirmed via email, even if your original enquiry is via text or telephone.
K. Moorby Ltd. works under the Code of Conduct of the Association of Pet Behaviour Counsellors (APBC) and the Fellowship of Animal Behaviour Clinicians (FABC).
Disclosure:
To best help your pet(s), please provide all previous and current details around their needs, learning and health and welfare.
i. Information forms/Behaviour questionnaire and other forms/screening: You must complete and return any forms, such as the behaviour questionnaire and any other screening, at least 48 hours before your appointment. Should you fail to provide the completed behaviour questionnaire and vet referral form at least 48 hours before your initial consultation, then the dates of any sessions will be released for alternative bookings to allow flexibility in the diary for others.
ii. Veterinary referral: For behaviour intervention, we only work on Veterinary referrals, where your Vet has completed suitable paperwork confirming their health and/or suitability for behaviour services.
Veterinary referral grants us permission to contact your Vet and discuss information where relevant.
Veterinary referral is mandatory, and you must arrange for it to arrive with us by email or post at least 48 hours before sessions. Failure to obtain a referral in a suitable time for any pets requiring our services will result in the cancellation of any service or booked session with us and is subject to our cancellation policy below.
iii. Health issues: All information regarding the pet’s health and/or existing medical conditions/
treatment must be disclosed before any consultation/session with us. Health issues regarding you or attendees should also be disclosed to avoid injury and other issues about the services/equipment supplied. If you fail to do this, we cannot be held responsible or liable for any loss or harm, and our service with you may be paused/terminated without notice or refund.
iv. Behaviour/legal issues: You must disclose information regarding behaviour issues or current/ prior legal issues concerning your pet(s), including any behaviours seen, criminal or civil proceedings or ongoing pet insurance claims. Pet behaviour disclosure must include, for example, signs of or suspected fear, anxiety, aggression including growling, snapping and/or biting, behaviour towards people including visitors, other dogs, other animals and any other factors. Failure to do so could result in serious harm to your pet, you, the owner, your instructor or other members of the public. Failure to disclose information may result in legal action from ourselves or others. We will not be held liable for any risk if you fail to disclose any such or similar issues to us.
v. Previous advice/intervention/involvement from third parties: You must disclose prior involvement from other training/behaviour/other pet professionals or others, whether as a paid service or otherwise. This includes sending us any emails, notes, reports or instructions they may have provided. Your details remain confidential, and we would not contact any third party (other than your pet’s Vet) or discuss any information without your express consent.
vi. Health: If your pet is showing signs of ill health (such as vomiting, diarrhoea, coughing) or if you have a female dog in season, please advise us as soon as possible, as you must not attend any appointment or class if this is the case. This also applies to post-operative recovery periods. Our cancellation policy will apply.
vii.Vaccinations/protection: All pets must be free from other diseases and up to date with all vaccinations, worming, and flea and tick treatment before consultations or classes.
viii. Pain, any suspected or evident discomfort or illness: We are not Veterinary professionals and cannot provide any medical advice or diagnosis, however, we are committed to your pet(s )'s well-being. On this basis, should we suspect that your pet(s) may be experiencing pain, illness, suffering or other discomfort, we reserve the right to pause or terminate consultations, treatment plans and other interventions whilst you seek Veterinary advice and support. Should this be the case, no refunds are offered, but we may be able to pause any support until your pet is fully recovered and if/when your Vet agrees to this continuation. Should you refuse to consult with your Vet regarding any issues of this nature, we reserve the right to terminate our agreement with you without recourse to refund or may agree to pause it until such confirmation of health is reestablished from a suitable Veterinary source.
Confidentiality and safeguarding:
We maintain the strictest confidence with your details and work under UK GDPR restrictions. However, our legal duty is to report any situation that may compromise you or others’, including your pet(s)’ welfare or safety under current UK law. We reserve the right to disclose details that may lead to harm, including risk of terrorism or other information we are legally bound to disclose.
Privacy and Personal Information
Your privacy and personal information are important to us. Any personal information you provide will be dealt with in line with our Privacy Policy- see below. This explains what personal information we collect from you and how and why we collect, store, use and share these details. It also sets out your rights concerning your personal information and how to contact us and relevant authorities should you have a query or complaint about the use of your personal information.
By accepting these terms, you agree that we have your permission to discuss your pet’s case, verbally or in writing, at any time. Written reports will be sent to the veterinarian referred you to K.Moorby Ltd.
Where appropriate, verbal consent for use of photographs or videos will be obtained before use by K.Moorby Ltd. for commercial purposes such as physical marketing, used on our website or social media pages, and for research and teaching purposes. All use will be anonymous; only your pet’s name will be used.
If you do not wish you or your pet to be included in any material, please make K.Moorby Ltd. aware in writing or via email.
Consultations
It is your responsibility to ensure you are available on the correct date, time and place for the consultation according to the information provided by K.Moorby Ltd.
i) Our commitment to the safety and wellbeing of all is paramount.
You agree that participation in sessions is at your own risk. You are responsible for putting our advice in place and ensuring that others around your pet do the same. This may result in requirements such as further sessions with us, for you to complete diaries or send video monitoring, for you to make changes to routines around the pet(s), for you to undertake regular training sessions with your pet(s), advice to engage with other professionals such as dog walkers/ daycare, to spend more or different amounts of time with your pet(s), providing a different environment for them, enrichment and exercise, keeping them away from specific situations or preventing contact entirely from people, situations, and so on. Whilst we aim to support you in these aims, we do not offer solutions for any household, relationship or other issues arising from your pet’s needs, as this remains your responsibility.
ii) Client consent:
You are free to choose to commence, implement, continue or end following our advice at any time. You will always need to follow legal requirements to do with the welfare, care and control of your pet(s).
We will endeavour to take all reasonable care. However, we cannot accept responsibility or liability for the health and safety of the pet, owner or their families beyond reasonable expectation of this duty of care.
We accept no responsibility and have no liability for loss, injury or accidents that occur to the pet, owner or their families or for any veterinary bills or other costs arising from any incident occurring under reasonable circumstances relating to training, interventions, equipment, food or advice provided by us.
Safety
You remain responsible for your pet throughout the consultation and when applying any recommended behavioural or training techniques. You are advised to seek adequate pet or household insurance cover for liability in the unlikely event of damage or injury caused by your pet to property or a third party.
K.Moorby Ltd. has public liability and general insurance suitable for training and behaviour consultations.
Behaviour Modification and Training
All behaviour and training methods embrace humane, scientifically-sound training practices based on learning theory and an advanced understanding of animal behaviour. This will always exclude any pain-inducing, fear-inducing, or force-based techniques.
We do not endorse the use of physical or verbal punitive correction, choke chains, prong or shock collars. You agree by undertaking our service that you and/or anyone coming into contact with your pet will not use these methods. If you or others use such and similar methods, your contract with us will end immediately as a result of your actions, without any recourse to refund. Any health or welfare issues found to be of legal concern will be reported to the relevant government authority and/or RSPCA inspector and/or local Police where appropriate.
Instructions provided in advance of a consultation, via email, are for the safety of the owners/handlers of the pet, the Behaviourist, and the pet itself. K.Moorby Ltd. reserves the right to leave the consultation if these instructions are not adhered to, and no refund will be given.
We aim to provide advice and treatment/training for you to implement with your pet to assist with the stated issues, where reasonable and within the terms of our agreement with you. We make no warranty or representation that any particular result will be brought about as a consequence of providing you and your pet(s) with one or more consultations, treatment, training sessions and/or advice in any form.
Working with animals can be unpredictable, and as such, no behaviour plan comes with 100% guarantees. K. Moorby Ltd. provides advice and training techniques, considered from research and experience, to benefit your pet.
There are no guarantees that a problem behaviour will be resolved entirely. Some issues have a genetic input, and/or a problem behaviour may have been going on over a long period. All successes will depend on the work put in by the client, people involved in the training, environmental factors (for example, your household, your walking routes, the influence of other people and animals) and physical factors (for example, diet, neutering status, medical conditions).
Contact and communication:
i. Methods of communication: We operate via contact methods specified upon booking, including pre-arranged face-to-face appointments, online appointments, telephone appointments, and post and email.
ii. Response times: We work within our stated office hours and endeavour to respond to inquiries within five working days, sooner if possible. This may be subject to other factors such as illness, annual leave, training days, etc. During periods of annual leave, we aim to respond within five working days from the date of our return.
iii. Emergency/urgent contact: We do not offer emergency, 24-hour or ‘out of hours’ service and shall not be held liable for issues arising from this. You should contact your Vet, Emergency Vet or other emergency services by dialling 999 if you have an urgent need for assistance.
iv. Contact agreement during treatment periods: You agree to contact us fortnightly as a minimum, concerning progress, within any agreed support period from the initial appointment. Suppose we are currently within a contracted work period with you and we do not receive contact from you via email, telephone, message, post or other means of communication within 4 weeks of your last contact. In that case, this will be taken that you no longer require our services, we will discharge your case from the practice, and this service agreement will end without refund.
v. Fair use policy: Under any of our treatment plans and support services, contact usage is limited to a maximum of 45 minutes spent on all correspondence for each case per week to ensure fair time distribution between all clients in our care.
Contracted support periods.
Should we be unable to cover any ongoing agreed contact or support period within your plan, for example due to poor weather, holidays, ill health or absence and other factors which may be due to circumstances beyond our control, this time will be added to any agreed plan time to run consecutively with the original plan end date. We will notify you of any changes within a reasonable period.
Cancellations
If you need to reschedule the time or date of a consultation, K.Moorby Ltd. require 48 hours’ notice, in writing, to reschedule your appointment.
If less than 48 hours’ notice is given or you do not attend the consultation, you will not be eligible for a refund. Exceptions may be granted if your dog is unwell.
We will always try to give you as much warning as possible if we have to delay or cancel a consultation. However, there may be circumstances in which this is not possible. If your consultation has to be cancelled by K.Moorby Ltd, your appointment will be rescheduled to the next available appointment, and this will be confirmed via email.
Pet insurance claims:
You may be able to claim the costs from your pet insurance. If your pet insurance does not cover the costs, you are still liable to pay us in full for any services. We do not provide ‘direct claims’ where an insurer pays us directly for your services.
Complaints and Refunds
We are committed to providing you with a high-quality service. Should there be any cause for complaint concerning any aspect of our service, please contact Kate Moorby at training@moorby.me. We agree to investigate your complaint carefully and promptly and take reasonable steps to resolve it.
Should you change your mind within the first 14 days following your booking, you shall be provided with a refund in full, subject to the services not already delivered. Suppose some services have already been delivered as part of a package. In that case, a refund will be provided pro rata in accordance with the number of sessions offered and time dedicated to the planning and preparation of your sessions.
If a refund is requested 14 days following the date of the booking, no refund will be provided. This includes circumstances where you have rehomed your pet, your pet has passed away or is ill, you cannot attend a session, and you have not provided the necessary notice to postpone or you have changed your mind.
All refunds will be provided under your statutory rights.
Privacy Policy
At K.Moorby Ltd, we are committed to protecting the privacy and security of our users. This privacy policy outlines the types of personal information we collect and process and how we use and protect that information.
Types of Information Collected
We may collect the following types of personal information from our users:
- Contact information, such as name, email address, and phone number
- Demographic information, such as age, gender, and location
- Payment information, such as credit card or PayPal details
- Usage data, such as website visits, pages viewed, and search queries
- Other information as required by law or as voluntarily provided by our users
- Use of Personal Information.
The personal information we collect from our users may be used for the following purposes:
- To provide our services and support
- To process payments and manage billing
- To communicate with our users and send promotional material
- To improve our website and service
- To comply with legal requirements
Data Retention
We will retain personal information for as long as necessary to fulfill the purposes for which it was collected, as outlined in this privacy policy. After this, we will delete or anonymise the information under applicable laws and regulations.
Data Protection
We implement appropriate technical and organisational measures to protect the personal information we collect and process against unauthorised access, disclosure, alteration, and destruction.
User Rights
Under the GDPR, our users have the following rights:
The right to access their personal information
The right to request correction of inaccurate personal information
The right to request deletion of their personal information
The right to request restrictions on the processing of their personal information
The right to data portability
The right to object to the processing of their personal information
If you have any questions or concerns about your personal information, please contact us at training@moorby.me.
Changes to this Privacy Policy
We may update this privacy policy occasionally to reflect changes to our information practices. We will notify our users of any significant changes by posting a revised privacy policy on our website.
Effective Date: 06/02/2025
By using our website, you acknowledge and agree to the terms of this privacy policy.