Terms & Conditions

Effective from February 2026.

By using this service and booking a consultation you are agreeing to the terms and conditions below. I reserve the right to change and update these terms and conditions at any time.

Consultations and follow-up

  • Consultations are only available via veterinary referral

  • Consultation bookings will only be confirmed once the veterinary referral form and medical history have been received

  • The length of the initial consultation may vary depending on the individual case but will typically last 1.5-3 hours. Follow-up consultations will last approximately 1 hour

  • An initial video consultation may be offered in place of a home visit if this is deemed more appropriate for you and your pet due to safety or welfare considerations

  • Phone and email support is provided for three months after each initial or follow-up consultation; at the end of the three month period continued support can be arranged by booking a follow-up consultation

  • Some cases will benefit from additional follow-up consultations during the initial three month period - this is case dependent and can be discussed at the time of the initial consultation

  • If I am concerned about your pet’s welfare or the level of risk to any people or animals present during a home visit consultation I reserve the right to curtail the consultation and offer to continue via video or phone call

  • If further medical investigations or treatments are recommended these are to be carried out by your primary care vet or other specialist referral services as indicated and as such will be charged separately by these practices

  • Any children present in the consultation must remain under the supervision of a responsible adult at all times

Disclaimer

  • Behavioural problems can be complex and the prognosis may vary. Although it is often possible to make improvements, some behaviours are not possible to eradicate and may require ongoing management for the pet’s lifetime

  • Improvements in behaviour usually require time and dedication from caregivers and a behavioural consultation is not a guarantee of success

  • All cases of aggressive behaviour carry a risk of injury to other people and animals. Although I can offer advice on management, it is ultimately the pet’s caregiver’s responsibility to manage this risk and to be aware of their legal responsibilities, including under the Dangerous Dogs Act 1991

  • This is not a 24 hour service. In cases of emergency or if urgent advice is needed outside of office hours or if I am unavailable clients are advised to contact their primary care vet

Training methods

  • Only fear-free, ethical, scientifically supported training methods will be used in behaviour modification and training plans

  • The deliberate use of aversive training methods during consultations will result in the cancellation of that consultation without reimbursement

Payment

  • Full payment is required in advance of any consultation

  • If claiming through pet insurance, it is the client’s responsibility to ensure that the behavioural consultation is covered by their policy

  • I do not process direct claims with insurance companies

Rescheduling and cancellations

  • Requests to reschedule a consultation and cancellations require at least 48 hours notice

  • Cancellations within 48 hours will incur a 30% charge to cover any preparatory work already performed

  • Cancellations within 24 hours will not be refunded and clients will still be obliged to pay the full amount

  • In the unlikely event of me needing to reschedule a consultation, for example in an emergency, this will be communicated at the earliest possible opportunity and an alternative time and date will be arranged

Data protection

  • All client data will be kept securely in line with GDPR requirements

  • Client details will not be disclosed to third parties

  • Cases may be discussed with peer support groups or supervisors; in this instance all identifying client details will be removed and cases will be anonymised. Video footage or photos may be also be shared. If you do not wish your pet’s case to be shared in this manner please let me know

Client feedback

  • Client feedback is welcomed and any comments or complaints should be directed to Pru Gardiner at prugardinerbehaviour@icloud.com