Terms and Conditions
Last updated: 18 August 2026
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K-9 Kare is operated by Daniel McCarthy, 10 Morgan Crescent, Theydon Bois, Epping, Essex CM16 7DX. Telephone: 07340 622141. Email: info@k9kare.co.uk.
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Please read before booking. These terms form part of your contract with K-9 Kare. They do not remove or reduce any statutory consumer rights.
1. Services covered
These terms apply only to the following K-9 Kare services when they are offered and confirmed in writing:
• puppy consultations and puppy training packages;
• one-to-one dog training, whether in person or online;
• training classes and workshops where specifically advertised;
• behaviour consultations, written behaviour plans and fixed-duration support programmes;
• additional training or behaviour follow-up sessions; and
• the free discovery call, except that no payment or refund provisions apply because it is free.
These terms do not cover dog walking, pet sitting, drop-ins, live-in care, key holding or pet transport.
2. Making a booking
A booking request is an offer to buy the service shown on the relevant Wix service page or quotation. The contract begins when K-9 Kare confirms the booking in writing, accepts payment or starts the service at your request, whichever happens first.
The contract consists of these terms, the Wix service description or written quotation, the booking confirmation and any completed questionnaire, veterinary-referral document or consent. The booking confirmation controls dates, price and included deliverables. These terms control general matters and consumer rights.
You must be at least 18 and have the legal owner’s authority to book for the dog. K-9 Kare may decline a booking before accepting it if the work is unsafe, unlawful, outside professional competence or not covered by available insurance.
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3. Information you must provide
Before work begins, and whenever anything changes, you must provide complete and accurate information that could reasonably affect the service, welfare or safety, including:
• the dog’s identity, age, health, pain, medication, allergies, mobility and veterinary details;
• relevant vaccination, parasite and infectious-disease information;
• the full behaviour history, including fear, anxiety, reactivity, guarding, escape behaviour, bites, snaps, aggression or incidents involving people or animals;
• any legal restriction, control order, exemption certificate, muzzle or lead requirement, and any condition imposed by your insurer;
• the people, animals, triggers and hazards likely to be present at the session location; and
• your goals, management arrangements and any accessibility or safeguarding needs.
K-9 Kare may rely on that information. If important information is missing or inaccurate, K-9 Kare may adapt, postpone, suspend or end the service for safety. You are responsible only for foreseeable loss actually caused by your failure to disclose relevant information.
4. Training standards and welfare
K-9 Kare will provide the agreed service with reasonable care and skill. Training and behaviour work will use humane, reward-based and science-led methods consistent with the IMDT Code of Ethics. K-9 Kare will not knowingly use or recommend methods or equipment intended to cause pain, fear or avoidable physical or mental discomfort.
Dogs are living beings and their health, environment and behaviour change. No particular training or behaviour outcome can be guaranteed. This does not reduce K-9 Kare’s duty to use reasonable care and skill.
You must follow reasonable welfare and safety instructions. K-9 Kare may immediately stop an exercise or session if continuing would create an unacceptable risk. Dogs subject to legal controls or exemption conditions will only be accepted if the proposed work is lawful, all required evidence is supplied and the work is permitted by K-9 Kare’s insurance.
5. Prices and payment
The price, package content, any deposit and the payment date will be shown before the booking is accepted. The price shown in your booking confirmation is the contract price, even if the website price changes later.
Unless the confirmation says otherwise, invoices are due within seven calendar days. Additional work will only be charged if you agree to it first. If payment is overdue, K-9 Kare may send reminders and suspend future work after reasonable notice.
Any debt-recovery cost charged to a consumer must be reasonably incurred, legally recoverable and proportionate. Business-to-business statutory late-payment charges will not be applied to a consumer booking.
6. Fourteen-day cancellation right for distance and off-premises bookings
If you book online, by telephone, by email or during a visit away from K-9 Kare’s business premises, you will normally have 14 days from the day after the contract is made to cancel without giving a reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You can cancel by any clear statement sent to info@k9kare.co.uk. A model cancellation notice appears at the end of these terms.
K-9 Kare will not start a paid service during the 14-day period unless you expressly ask for early performance. If you then cancel before the service is complete, you pay only a proportionate amount for work properly supplied up to cancellation, calculated using section 7. K-9 Kare will not charge for work begun during the cooling-off period if the required cancellation information was not provided or your express early-start request was not obtained.
Your cancellation right ends once the service has been fully performed only if you expressly requested early performance and acknowledged that full performance would end that right. A statutory refund will be made without undue delay and within 14 days, normally to the original payment method.
Early-start checkbox wording: “I expressly request K-9 Kare to begin the paid service during the 14-day cancellation period. I understand that I must pay for the service supplied before I cancel and that I will lose the right to cancel once the service has been fully performed.”
7. Cancellations and refunds
The core formula. Refund = actual price paid − the allocated value of work already supplied − any fair, evidenced direct net loss caused by a late cancellation. K-9 Kare will deduct costs saved, take reasonable steps to refill the time and will never deduct twice for the same loss.
General rules applying to every paid service
• Before any work starts: a valid statutory cooling-off cancellation receives a full refund.
• Scheduled appointment cancelled at least 48 hours before its start: 100% of that appointment’s allocated value is refundable.
• Scheduled appointment cancelled less than 48 hours before its start: K-9 Kare may deduct only its actual direct net loss, capped at that appointment’s allocated value. The charge is reduced by successful rebooking and costs saved.
• If K-9 Kare cancels: you may choose a reasonable rearrangement or a refund of 100% of the affected service element.
• If K-9 Kare provides only part of a session and does not make up the time: the refund is the undelivered minutes divided by the booked minutes, multiplied by that session’s allocated value. This is in addition to any statutory remedy where reasonable care and skill was not used.
• If you choose to end a session early for reasons not caused by K-9 Kare: no automatic minute-by-minute refund applies because preparation and the reserved appointment may already have been supplied. Any deduction will still be limited to the value supplied and actual direct net loss.
• All percentages apply to the actual price paid after any discount. Calculations are rounded to the nearest penny. A refund cannot exceed the amount paid and a deduction cannot exceed the relevant service allocation.
Service-by-service pro-rata breakdown
Puppy Consultation (1 hour)
This is one service element worth 100% of the consultation price.
• Cancelled at least 48 hours before the appointment: 100% refund.
• Cancelled less than 48 hours before the appointment: refund equals the amount paid less K-9 Kare’s evidenced direct net loss, capped at the consultation price.
• Fully delivered: 0% remains refundable for change of mind.
• Partly delivered because K-9 Kare ends or shortens it: refund = undelivered minutes ÷ 60 × actual price paid, unless the time is rearranged.
1-2-1 Dog Training — single session (1 hour)
This uses the same calculation as the Puppy Consultation: the booked session is one service element worth 100% of the price. The 48-hour, late-cancellation and undelivered-minutes rules above apply.
1-2-1 Dog Training — three-session package
Each of the three sessions is allocated one third of the actual package price: 33.333% per session. At the currently advertised £240, each session is allocated £80.
• Before session 1: 100% remains refundable, subject only to a lawful late-cancellation deduction if session 1 is within 48 hours.
• After 1 completed session: 66.667% remains refundable. At £240, this is £160.
• After 2 completed sessions: 33.333% remains refundable. At £240, this is £80.
• After all 3 sessions: 0% remains refundable for change of mind.
If a session is only partly supplied because of K-9 Kare, apply the undelivered-minutes formula to that session’s one-third allocation.
Puppy Skills Package — six one-hour sessions
Each of the six sessions is allocated one sixth of the actual package price: 16.667% per session. At the currently advertised £399, each session is allocated £66.50. Ordinary text support between sessions is included within these six allocations and is not deducted a second time.
• Before session 1: 100% remains refundable, subject only to a lawful late-cancellation deduction if session 1 is within 48 hours.
• After 1 completed session: 83.333% remains refundable. At £399, this is £332.50.
• After 2 completed sessions: 66.667% remains refundable. At £399, this is £266.00.
• After 3 completed sessions: 50% remains refundable. At £399, this is £199.50.
• After 4 completed sessions: 33.333% remains refundable. At £399, this is £133.00.
• After 5 completed sessions: 16.667% remains refundable. At £399, this is £66.50.
• After all 6 sessions: 0% remains refundable for change of mind.
Behaviour Support Programme — 90 days
The current programme contains several different service elements. For refund calculations, the actual price paid is allocated as follows:
• pre-consultation questionnaire review, case preparation and 45-minute online consultation: 15%;
• two-hour behaviour consultation: 30%;
• personalised written behaviour report and plan: 20%;
• first 60-minute follow-up consultation: 10%;
• second 60-minute follow-up consultation: 10%; and
• video review, ongoing support and veterinary liaison availability across the 90-day support period: 15%, accruing daily from the programme start date.
At the currently advertised £395, those allocations are £59.25, £118.50, £79.00, £39.50, £39.50 and £59.25 respectively. The support allocation accrues at £59.25 ÷ 90 = approximately £0.6583 for each day made available, rounded only in the final calculation.
• Before any case review or support begins: 100% refund.
• Once an element is completed: its stated allocation is deducted from the refund.
• If an element is partly completed: only a reasonable proportion of that allocation, based on recorded time and work actually supplied, is deducted.
• Unused support days remain refundable. Support days begin on the programme start date stated in the booking, not merely when payment is taken.
Example: if the initial case review and online consultation, the two-hour consultation and the written report are complete, and 30 of the 90 support days have been made available, 70% has been supplied: 15% + 30% + 20% + (15% × 30/90) = 70%. The available refund is 30%. At £395, that is £118.50, before any separate lawful deduction for a late-cancelled follow-up appointment.
Training classes, courses and workshops
For a one-off class or workshop, the whole booking is one service element and the standard 48-hour rules apply. For a multi-session course, divide the actual course price equally by the number of advertised sessions unless the booking page clearly gives a different allocation before purchase.
Refund = value of the unprovided sessions, less only a fair and evidenced direct net loss from a late cancellation. Any non-recoverable venue or material cost may be deducted only if it was disclosed before booking, actually incurred and cannot reasonably be avoided or recovered.
Additional follow-up sessions
A separately purchased follow-up is a single appointment worth 100% of its quoted price. The standard 48-hour rules and the undelivered-minutes formula apply.
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Free discovery call
There is no refund because no fee is charged. K-9 Kare may end or rearrange the call if it becomes unsuitable or if a paid assessment is required.
8. Changes or cancellation by K-9 Kare
K-9 Kare may reasonably adjust the venue, start time, exercises or delivery format for welfare, weather, emergencies or safety, provided the essential service remains materially as agreed. You may reject a material change and receive a refund for the affected element.
A one-to-one booking will not be transferred to another professional without telling you. Any substitute must be suitably qualified or experienced and appropriately insured. You may reject a substitute and receive a refund for the affected element.
9. Service-specific responsibilities
Training, puppy services, classes and online sessions
• Progress depends on consistent practice by the client and other handlers. K-9 Kare will provide reasonable guidance but is not responsible for lack of progress caused by undisclosed circumstances or instructions not being followed.
• You are responsible for supervising children and other people attending with you.
• In group settings, follow venue and instructor rules and maintain any instructed distance. K-9 Kare may remove a participant where reasonably necessary for safety; any refund will be assessed under section 7.
• For exercises outside a secure venue, you remain responsible for lawful control unless K-9 Kare expressly takes the lead for a particular exercise. Off-lead work requires your agreement and K-9 Kare’s assessment that it is safe and lawful.
• Provide properly fitting, safe equipment. K-9 Kare may use humane safety equipment or decline equipment reasonably considered unsafe or inconsistent with welfare standards.
• For online sessions, provide a suitable device, connection and safe environment. If a significant failure is on K-9 Kare’s side, affected time will be rearranged or refunded. If it is on your side, K-9 Kare will make reasonable efforts to continue or rearrange but the direct net loss rule may apply.
Behaviour consultations and support programmes
• K-9 Kare may require veterinary referral, records or a health check before starting or continuing work, especially where pain, illness or medication may be relevant.
• K-9 Kare does not diagnose or treat medical conditions. Veterinary liaison will use your authority or another lawful basis where appropriate.
• Risk cannot be removed entirely. You remain responsible for day-to-day management, lawful control and implementing the agreed safety plan.
• Tell K-9 Kare promptly about any incident, medication change, diagnosis or material change in behaviour.
• The programme start date, expiry date, included follow-ups, support channels and report delivery times will be stated in the booking. Support ends on the stated expiry date unless an extension is agreed.
10. Emergencies and veterinary care
During an in-person session, you normally remain responsible for your dog. If an emergency occurs while K-9 Kare is handling the dog, K-9 Kare may take reasonable first-aid steps and contact your nominated or the nearest suitable veterinary practice. K-9 Kare will try to consult you first where circumstances allow.
A veterinary professional remains responsible for clinical decisions. You are responsible for reasonable veterinary costs arising from the dog’s illness, condition or inherent behaviour unless they were caused by K-9 Kare’s breach or negligence.
11. Data protection, records and photographs
K-9 Kare will handle personal information under applicable UK data-protection law and the K-9 Kare Privacy Notice. Information may be processed where necessary for the contract, legal compliance, vital interests or a properly assessed legitimate interest.
Relevant information may be shared where reasonably necessary with a veterinary provider, agreed substitute professional, professional adviser, Wix or another booking/payment provider, the pet-business insurer or a competent authority. Only reasonably necessary information will be shared.
Marketing photographs and recordings require separate, optional consent. Refusing or withdrawing marketing consent does not affect the core service. Veterinary liaison authority should also be captured separately where it is needed for behaviour work.
12. Insurance
12.1 Public liability insurance
K-9 Kare will maintain public liability insurance appropriate to the training and behaviour services it agrees to provide. This type of insurance may respond to covered claims for accidental injury to a third party or accidental damage to third-party property arising from K-9 Kare’s business activities, subject to the policy wording, limits, conditions and exclusions. Evidence of current cover and relevant limits is available on reasonable request.
12.2 Professional indemnity insurance
K-9 Kare will maintain professional indemnity insurance appropriate to the training and behaviour advice it agrees to provide. This type of insurance may respond to covered claims alleging loss caused by negligent professional advice or services, subject to the policy wording, limits, conditions and exclusions.
12.3 Insurance while K-9 Kare is handling your dog
K-9 Kare will only agree to handle a dog where its current insurance permits the relevant activity, service and location. Any cover applying while a dog is in K-9 Kare’s care, custody or control remains subject to the operative policy terms. Insurance does not guarantee that every incident or claim will be covered.
12.4 Your pet insurance and claims for behaviour fees
If you intend to claim training or behaviour fees from your pet insurer, you are responsible for checking that your policy covers the service and for meeting any veterinary referral, qualified-practitioner, pre-authorisation, claim-form or time-limit requirement. Unless K-9 Kare expressly agrees direct billing in writing, you remain responsible for paying K-9 Kare in accordance with the booking even if your insurer delays, reduces or refuses your claim. K-9 Kare can provide a paid invoice and reasonable supporting information but cannot guarantee reimbursement or an insurer’s decision.
12.5 Your third-party liability insurance
You should maintain suitable third-party liability cover for your dog and comply with any conditions imposed by that policy. You must tell K-9 Kare before the service about any relevant insurer requirement that affects handling, equipment, locations, activities or who may work with the dog. If the dog is subject to legal restrictions or an exemption scheme, you remain responsible for maintaining any insurance required by law and complying with its conditions.
Insurance is separate from legal responsibility. Whether an insurer accepts or refuses a claim does not by itself decide whether either party is legally liable.
13. Liability and consumer rights
Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, statutory rights that cannot lawfully be excluded, or any other liability the law does not allow to be excluded.
K-9 Kare is responsible for foreseeable loss caused by its breach of contract or failure to use reasonable care and skill. It is not responsible merely because a dog becomes ill, is injured, escapes or behaves unexpectedly where K-9 Kare used reasonable care and skill and did not cause the event by breach or negligence.
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K-9 Kare is not responsible for unforeseeable loss or business loss under a consumer contract. This does not limit remedies under the Consumer Rights Act 2015, including repeat performance or an appropriate price reduction where applicable.
You remain responsible when the dog is under your control and may be responsible for foreseeable loss caused by your breach, unlawful act, unsafe equipment or material non-disclosure, but only to the extent you caused the loss.
14. Complaints and the IMDT procedure
Complaints to K-9 Kare
Please raise a concern as soon as reasonably possible. Contact Daniel McCarthy at info@k9kare.co.uk or 07340 622141. Explain what happened, when and where it happened, the service involved, supporting evidence and the outcome you would like.
K-9 Kare aims to acknowledge a formal complaint within two working days and provide a substantive written response within seven working days. If more time is reasonably needed, K-9 Kare will explain why and provide an updated date. This process does not affect statutory rights or legal time limits.
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Complaints under the IMDT Code of Ethics
Daniel McCarthy is an IMDT member. If a complaint concerns an alleged breach of the IMDT Code of Ethics by a current qualified IMDT member, you may email info@imdt.uk.com. Include your name and email address, the member’s full name, the location and date, full details of the alleged breach, and supporting evidence such as photographs or first-hand witness statements.
The IMDT states that the complainant’s identity will not be shared with the member without prior consent. The member normally has 14 days to respond. The complaints committee decides whether the complaint is upheld and any membership sanction. Each party has seven days to appeal, after which a fresh committee reviews the matter.
The IMDT process concerns professional membership and ethics; it may not determine compensation or other contractual remedies. You do not have to give up legal rights or wait for K-9 Kare’s internal process before contacting IMDT.
IMDT Code of Ethics: www.imdt.uk.com/code-of-ethics
IMDT complaints policy: www.imdt.uk.com/complaints-policy
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15. Suspending or ending services
Either party may end future services using any notice stated in the booking confirmation. If no notice is stated for an ongoing service, either party may give 14 days’ written notice. Confirmed appointments within the notice period remain subject to section 7.
K-9 Kare may suspend or end work immediately for a serious safety or welfare risk, unlawful instructions, abusive or threatening conduct, non-payment after notice, a material breach or material information being withheld. K-9 Kare will explain the reason where lawful and safe.
On termination, you pay only for services properly supplied and any fair, evidenced direct net cancellation loss. K-9 Kare will refund the balance calculated under section 7.
16. Materials and intellectual property
K-9 Kare retains copyright in original reports, plans, handouts, videos and course materials. Once paid for, you receive a personal, non-exclusive licence to use them for the dog and household for which they were supplied and to make reasonable personal copies.
You must not sell, publish, teach from, substantially reproduce or commercially exploit the materials without written permission. You may share relevant material confidentially with your veterinary practice, pet insurer or another professional involved in the dog’s care.
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17. Changes to these terms and governing law
K-9 Kare may update these terms for future bookings. The version accepted when a booking is confirmed applies to that booking. For an ongoing service, at least 14 days’ notice will normally be given of a material change, and you may end the affected future service before it takes effect without an exit fee.
If part of these terms is unlawful or unenforceable, the remaining parts continue. A delay in enforcing a right does not waive it. No person other than you and K-9 Kare may enforce the contract unless legislation says otherwise.
These terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, without removing any mandatory right a consumer has to bring proceedings elsewhere in the United Kingdom.
18. Model cancellation notice
You may copy and email the following wording, or send any other clear statement that you wish to cancel:
Cancellation notice To K-9 Kare, 10 Morgan Crescent, Theydon Bois, Epping, Essex CM16 7DX; info@k9kare.co.uk. I/We give notice that I/We cancel the contract for the following service: [service]. Ordered on: [date]. Client name: [name]. Client address: [address]. Date: [date]. Signature: [required only if sent on paper].
19. Contact
K-9 Kare, operated by Daniel McCarthy
10 Morgan Crescent, Theydon Bois, Epping, Essex CM16 7DX
Telephone: 07340 622141
Email: info@k9kare.co.uk
Website: www.k9kare.co.uk