K9-Kind Limited – Terms of Business

K9-Kind Limited Terms of Business For Private Training Sessions
1.	Clients agree to make payment of the entire session fee, either in advance via bank transfer or in cash on the day at the training session.
2.	Our cancellation fee structure is as follows:
•	A full refund will be provided if cancellation is received at least 8 days prior to a scheduled service
•	20% cancellation fee will apply if cancellation is received within 2-7 days of scheduled services.
•	100% cancellation fee will apply if cancellation is received within 48 hours of a scheduled service.
•	In circumstances where severe weather conditions affect driver safety and or the ability to train outdoors, K9-Kind Limited will reschedule appointments to a mutually convenient time and date and no cancellation charge will be applied.
3.	Services that are sold as packages are pre-paid to enable us to discount these packages.  Packages do not allow for refunds or cancellations.  All packages must be used within 6 months.
4.	By entering into this agreement, the client authorises this agreement to be valid approval for services in order to permit K9-Kind Ltd to accept all future, in person, telephone, online, mail or email bookings without the need for additional agreements or authorisations.
5.	Clients agree to ensure that their dogs are fully vaccinated, and that flea and worming treatments are given regularly in accordance with the manufacturers or vet guidelines.  If the client chooses a flea collar instead of chemical treatments, then these should be properly fitted to ensure their effectiveness.  If the client chooses not to vaccinate, then recent Titre Test results should be provided confirming the attending dog’s resistance to disease.
6.	Clients consent to photographs and videos taken while involved in training sessions, to be used or reproduced by K9-Kind Limited for educational and promotional purposes.
7.	Clients will be responsible for any medical expenses and damages resulting from an injury caused to the instructor or other persons by their dog.  Clients agree to indemnify and hold harmless K9-Kind in the event of a claim by any person injured by their dog.
8.	K9-Kind Limited agrees to provide the services stated in this agreement in a reliable, caring and trustworthy manner.  In consideration of these services and as an express condition thereof, the client expressly waives and relinquishes any and all claims against K9-Kind Limited, its employees or assignees, including claims arising from negligence.
9.	K9-Kind Limited seek to do no harm and will not condone or endorse any treatment by a dog’s owner that is physically or mentally cruel.  K9-Kind Limited will opt out of a consulting agreement rather than attempt to manage an unethical course of action.
10.	K9-Kind Limited will only use procedures, protocols and training tools that are empirically based and have a proven track record of effectiveness.  K9-Kind Limited uses training and behaviour change methods that are minimally invasive and intrusive to the animal.
11.	K9-Kind Limited is not responsible for damage or injury incurred by the client’s dog escaping because of a faulty leash/collar/Harness or a collar/harness that is not properly fitting.
12.	As a member of the Pets Professional Guild British Isles K9-Kind Limited will adhere to their guiding principles and professional ethics.
13.	K9-Kind Limited will not be liable for the injury, disappearance, death, or fines of any client’s dog attending a training session.
K9-Kind Limited Terms of Business For Group Classes
14.	Clients agree to make payment of the entire course fee in advance in order to secure their place on the course.
15.	Clients agree to ensure that their dogs are fully vaccinated, and that flea and worming treatments are given regularly in accordance with the manufacturers or vet guidelines.  If the client chooses a flea collar instead of chemical treatments, then these should be properly fitted to ensure their effectiveness.  If the client chooses not to vaccinate then a recent Titre Test results should be provided confirming the attending dog’s resistance to disease.
16.	Clients will ensure that their dog is on a lead and under control from the car park to class.
17.	Clients will not bring unwell dogs to class particularly if they are vomiting, have diarrhoea, kennel cough or another contagious disease.
18.	Clients will ensure that their dog has a securely fitted harness and a static lead (no Flexi leads or slip leads!)
19.	Clients will not bring their dogs to class wearing choke chains, pinch collars, spray collars or electric collars.
20.	Clients consent to photographs and videos taken while involved in the training classes to be used or reproduced by K9-Kind Limited for educational and promotional purposes.
21.	Clients will be responsible for any medical expenses and damages resulting from an injury caused to the instructor or other persons by their dog.  Clients agree to indemnify and hold harmless K9-Kind in the event of a claim by any person injured by their dog.
22.	K9-Kind Limited agrees to provide the services stated in this agreement in a reliable, caring and trustworthy manner.  In consideration of these services and as an express condition thereof, the client expressly waives and relinquishes any and all claims against K9-Kind Limited, its employees or assignees, including claims arising from negligence.
23.	K9-Kind Limited seek to do no harm and will not condone or endorse any treatment by a dog’s owner that is physically or mentally cruel.  K9-Kind Limited will opt out of a consulting agreement rather than attempt to manage an unethical course of action.
24.	K9-Kind Limited will only use procedures, protocols and training tools that are empirically based and have a proven track record of effectiveness.  K9-Kind Limited uses training and behaviour change methods that are minimally invasive and intrusive to the animal.
25.	K9-Kind Limited is not responsible for damage or injury incurred by the client’s dog escaping because of a faulty leash/collar/Harness or a collar/harness that is not properly fitting.
26.	K9-Kind Ltd considers communications with their clients privileged.  K9-Kind Limited will keep records of information provided by the client and notes from class and will use this information in accordance with our privacy policy.  We will never share this information with anyone else.
27.	As a member of the Pets Professional Guild British Isles K9-Kind Limited will adhere to their guiding principles and professional ethics.
28.	 If any classes are postponed by inclement weather they will be made up.
29.	 Aggressive dogs are prohibited from all group classes.  The definition of aggressive is any dog that shows an inappropriate challenge, threat or contest to another being (human or canine).  Before paying for a group class, please contact K9-Kind Limited if your dog has ever exhibited aggression.  Persons asked to leave a class because of their dog’s aggressive behaviour, will not receive a refund for any remaining classes, however, a pro-rata credit may be applied to 121 sessions.
30.	K9-Kind Limited will only refund payments in the event that notice of cancellation is received more than 7 days prior to the commencement of the course; and only if the place on the course can be filled.
31.	K9-Kind Limited will not be liable for the injury, disappearance, death, or fines of any client’s dog attending class.
K9-Kind Terms of Business For Walk & Train clients
Daily dog walking consists of a 45-minute walk and excludes travel time.  In the case of extreme weather conditions, e.g. blinding snow, every effort will be made to visit your dog in order for it to be given time outside to relieve itself, however, a full walk may not be possible if driving conditions are hazardous.  In the event that weather conditions prevent a visit being made the client will be contacted as soon as practicable.  
32.	Clients will provide keys / arrange for keys to be available for K9-Kind Ltd for the walk and train appointment if the client is not at home.
33.	Clients agree to make payment of fees in advance of all walk and train sessions.
34.	Clients agree to ensure that all of their dog’s vaccinations are kept up to date (including Kennel Cough) and that flea and worming treatments are given regularly in accordance with the manufacturer's or vet guidelines.  If the client chooses a flea collar instead of chemical treatments then these should be properly fitted to ensure their effectiveness.
35.	Clients authorise K9-Kind Ltd to obtain any emergency veterinary care that may be necessary during the time spent with their pet. Every effort will be made to contact the owner prior to obtaining emergency care.  Clients accept responsibility for any charges related to this emergency care.  Clients also authorise K9-Kind Ltd to utilise an alternative veterinarian in the event that their regular veterinarian is unavailable.
36.	Clients agree to reimburse K9-Kind Ltd for any additional fees for providing emergency care, as well as any expenses incurred for unexpected visits, transportation, housing, food, or supplies.
37.	Clients will be responsible for any medical expenses and damages resulting from an injury to the dog walker or other persons by the pet.  Clients agree to indemnify and hold harmless K9-Kind Ltd in the event of a claim by any person injured by the pet.
38.	Clients agree to notify K9-Kind Ltd of any concerns/complaints within 24 hours of any appointments.
39.	Clients must give a minimum of 24 hours’ notice to cancel any appointments or the full amount will be collected.
40.	K9-Kind Ltd agrees to provide the services stated in this agreement in a reliable, caring and trustworthy manner.  In consideration of these services and as an express condition thereof, the client expressly waives and relinquishes any and all claims against K9-Kind Ltd, its employees or assigns, except those arising from the negligence of the trainer.
41.	K9-Kind Ltd accepts no responsibility for security of the premises or loss if other individuals have access to the home during the term of this agreement. During all assignments, pet care will only be undertaken by K9-Kind Limited's owner or employees, unless prearranged with the client.
42.	K9-Kind Ltd will not let any dog off his/her lead unless express owner consent has been given.
43.	K9-Kind Ltd is not responsible for damage incurred by pet escaping because of a faulty leash/collar or a collar that is not properly fitting.
44.	K9-Kind Ltd will not be liable for the injury, disappearance, death, or fines of any pet with unsupervised access to the outdoors.
45.	It is expressly understood that K9-Kind Ltd shall not be held responsible for any damage to the client’s property, or that of others, caused by client’s pets during the period in which they are in its care. 
46.	This agreement is valid for all future visits until a new agreement is signed.  K9-Kind Ltd reserves the right to terminate this agreement at any time, at its sole discretion; likewise, the client may terminate this agreement at any time. There is no term of contract for daily dog walking.
47.	K9-Kind Ltd agrees to love and care for your pet whilst you are absent.
Complaint procedure
We always aim to provide a high standard of care in all our services.
Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs.  If you are unhappy with any of our services it is important that you let us know. 
1.	Making a suggestion - Often people feel more comfortable about suggesting improvements rather than complaining formally.  Anyone receiving services may make a suggestion.  First you should speak to your training instructor or walker.  Customer surveys are issued at the end of each course if you would prefer to give your feedback via this method.  If the suggestion is something that K9-Kind Limited as a company needs to consider you can send it to: info@K9-Kind.com
2.	Making a complaint - We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.  K9-Kind Limited assures clients that it will not withdraw or reduce services because someone makes a complaint in good faith.
3.	Who can complain - Anyone affected by the way K9-Kind Limited provides services can make a complaint.
4.	How you can make a complaint
You can complain:
•	in person
•	by telephone
•	through a member of our staff
•	through an advocate or representative 
where someone complains orally we will make a written record and provide a copy of it within 3 working days
•	by letter
•	by email
•	via customer survey
5.	Anonymous complaints - We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details, so we can tell you the outcome of our investigation.
6.	Responsibility - The Managing Director has overall responsibility for dealing with all complaints made about K9-Kind Limited’s service.
We will provide as far as is reasonably practical:
•	any help you need to understand the complaints procedure; or
•	advice on where you may get that help.
7.	How we handle complaints - We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.  We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree on a different time scale with you.
When we have finished investigating, we will write to you with:
•	details of the findings;
•	any action we have taken; and
•	our proposals to resolve your complaint.  
8.	 Time limits - You should complain within 7 days or as soon as you can after the date on which the event occurred or came to your notice. If you complain more than six months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

K9-Kind Limited Privacy Policy 
Who we are
About us
K9-Kind Limited is an independent company offering dog training, dog walking and pet services.

Our details
K9-Kind Limited (SC433928) is a company incorporated in Scotland having a registered address at Fernlea, Balnaguard, Pitlochry, PH9 0PY.

Contacting us
If you would like to make an enquiry about data protection, update the information we hold about you, request or opt-out of receiving marketing communications from us or change the way we process your information, you can let us know in the following ways:
Email: info@K9-Kind.com
Phone: 07704 616306

If you would like to make a request to access the information we hold about you (see ‘Your rights’ section at the end of this document). To raise a concern about how your personal information has been used; please email to us at: info@K9-Kind.com

What Information We Collect About You

Personal information is collected directly from you when you interact with us, for example making an enquiry, visiting our website or social media pages, completing a consultation form, booking a place in a training class, or hiring us to walk or work with you and your dog, participating in an event or when signing up to a campaign or for our newsletter. Information may be collected in person, over the phone, through our websites and forms or from social media.

The information we hold will typically include some of, or all of; your name, postal and email addresses, your phone number, and may include your bank details if you join a class, or hire us to provide training or walking services. If you wish to hire us for training services, you will need to complete a pre-consultation questionnaire, with information about your dog, such as breed, age, behavioural issues, as well as your experience of training and of working with your dog.

During classes or training consultations, we will also take photographs for both promotion and our own training and development purposes. You can ask not to be included in photographs used for promotion if you wish.

We may also receive information about you from other sources (including public sources). This is explained in the ‘How we might use your information’ section below.

How we might use your information if you receive marketing communications or buy services

We will use your information for administration purposes.

Processing your purchase
When you make a payment to K9-Kind Limited we will use your payment and contact details, payment amount, date and time of payment; to process that payment and take any follow-up administrative action needed (for example, sending an invoice or a receipt).

This information is needed for us to fulfil our legal and financial obligations.

Responding to enquiries
If you contact us with a question, comment, compliment or complaint then we will keep a record of this correspondence and any associated documents so that we have the information available in the event of a follow-up, dispute or investigation.

Notifying you of changes to policies
If we make significant changes to our policies which may affect you, we will use your contact details to inform you of the changes.

Requesting information if you are attending our events
If you participate in an event that we have organised, we may ask you to provide information to make sure we can manage the event safely and efficiently. We may also ask you for details of any accessibility need which you may have, so that we ensure our event is inclusive, in line with the provisions of the Equality Act 2010.

We may use your information to invite you to future events or make you aware of changes developments in our services and wider dog training and regulations.

Sharing marketing communications with you
Marketing communications that we might share with you include information about our activities, our news and events.

Where you have provided your postal address or telephone number we may send this information to you by post or by calling your telephone unless you have asked us not to. We may also email you this information or send by SMS if you have agreed for us to do so.

You can let us know at any time if you’d prefer to change how we share this information with you or stop it altogether. Simply email or call. If you receive our e-newsletters, you can also use the unsubscribe link in the emails we send.

We will keep your personal information for no longer than is necessary for the purposes for which it is processed (in accordance with our internal policies/retention policy). If you ask us not to contact you, we will keep some basic information about you on a suppression list in order to avoid sending you unwanted materials in the future.

Targeting our communications
We want to send the most effective messages that we can in the most efficient way possible. In order to work out who to contact, what to say and when to get in touch, we carry out the following activities:

Analysing how emails are opened and read
We track emails which we have sent to you to see which messages have the highest response rates and whether there are messages that resonate with particular groups of people. We do this by logging whether emails we send have been opened, deleted and interacted with (for example, by clicking on links within the emails). Although we only use this information to look at general patterns, it is still personal information because it is linked to your email address.

Segmentation
This is where we analyse information such as postcodes or training courses attended to help us to tailor appropriate communications to you.

Finding other people like you who might like to hear from us
We may use the email address you give us to help find more people like you, so that we can grow our supporter base through our online channels. We use third-party services to do this which you are likely to be familiar with, including Google, Facebook and Twitter.

When might we add information to your record that you may not have given to us directly?
We may also add information or update your record with us, from our own work with you.  This includes the production of reports following training consultations. This information ensures that we have thorough background information about your dog and you, for future sessions.

These activities help us to provide the best possible service to you, our customers. You can request more information on these activities, or change your preferences, by using the information in the ‘Contacting us’ section at the beginning of this document.

We may use your information to enforce and comply with the law
As with all companies, we ensure that our activities comply with the law. Therefore, we may need to share or use your personal information if we are required to do so by law (for example; in response to a warrant or court order) and we may use information from other sources for the purposes of fraud prevention, for example, to comply with money laundering regulations, or to protect people’s rights, property or safety.

Disclosing to the authorities
In circumstances where the client has not given permission for disclosure and the director considers that animal welfare or the public interest is compromised, client confidentiality may be breached, and appropriate information reported to the relevant authorities. Some examples may include situations where an animal shows signs of abuse; where a dangerous dog poses a risk to safety; where child or domestic abuse is suspected; where there is some other significant threat to public health or safety or to the health or safety of an individual; or where the information is likely to help in the prevention, detection or prosecution of a crime.

If a client refuses to consent or seeking consent would be likely to undermine the purpose of the disclosure, the director will have to decide whether the disclosure can be justified. Generally, the decision should be based on personal knowledge rather than third-party (hearsay) information, where there may be simply a suspicion that somebody has acted unlawfully. The more animal welfare or the public interest is compromised, the more prepared the director nurse should be to release information to the relevant authority.
Each case should be determined on the particular circumstances. 

How we might use your information if you have visited our websites

When you access our websites, some cookies are saved to your computer, for example if you have chosen a particular language setting or created a user account. You can also turn off your cookies so that we can’t access that information.
Read more about the cookies our sites uses by following the cookies link at the bottom of our webpage www.K9-Kind.com 

Who we share personal information with and why
We promise to make all reasonable efforts to keep your details secure and will only share them if in the future we work with suppliers or professional agents to send out our communications materials on our behalf.  We do not currently do this, and if we decide to do so in future, we will carefully select these partners and will only share information with them if we are confident that they will protect it, and we have a contract in place with them that assures this.

We will never share your details with other organisations to use for their own purposes, other than where we are required to by law. We will not, under any circumstances, share with or sell your personal information to any third party for marketing purposes and you will not receive offers from other companies or organisations as a result of giving your details to us.

Transfer of personal information outside of the EEA
Countries outside the European Economic Area have differing approaches to data privacy laws, and that enforcement may not be as robust as it is within Europe’s borders.
The transfer of your information is governed by EU model contract clauses which set out how the organisation outside the EEA is required to protect your privacy rights by adhering to European data protection standards.

We will only work with organisations who process personal information in the USA which have verified their data processing standards meet the EU-US Privacy Shield, which sets out clear safeguards and transparency responsibilities for US-based organisations processing personal information from EU citizens.

Information security
K9-Kind Limited takes the care of your information seriously and protects your personal information in a range of ways including secure servers, firewalls and SSL encryption.  We operate a policy of restricted, password controlled, access to any of your information which is stored on our systems.

Children’s information
We do not actively collect information from children (under 18s). If required and where appropriate, we will always ask for consent from a parent or guardian to collect information about children.

Your rights

How to request copies all of the information we hold about you, otherwise known as a Subject Access Request
You have the right to ask for a copy of all of the information related to you that we are processing. You can request this using the ‘Contacting us’ section above.

How to ask us to amend or delete your information
If your information is incorrect, out of date or if there is no longer justification for us to hold it, you can ask for it to be updated, removed or blocked from our use.

How to request your information so that you can use it elsewhere
You can ask for a copy of any personal information that you have provided to us in the past. We will provide it in a clear and easy to follow format. Please note that if you ask for the material to be sent electronically but prefer not to use a secure file transfer, we cannot be held responsible for the security risk to your information as it travels across the Internet.

Our legal basis for contacting you and using your personal information
When you sign up to a newsletter or opt-in to our communications using our forms (eg. a consultation form or online form) or in person, then you are giving us your consent to send you marketing communications by the methods you have chosen (e.g. email or phone call). We will never send you marketing by email or SMS without your consent, and you can withdraw your consent at any time.

If you have provided us with your postal or telephone contact details, but haven’t specifically opted-in to receive our communications, then we will carry out an assessment of whether it would be fair and reasonable to use them to send marketing communications to you without your explicit consent (i.e. it is in the interests of our aims as a business and will not cause undue prejudice to you). This is called a “legitimate interests assessment”. You can opt-out of our marketing communications at any time if you don’t want to receive them.

We will ensure we have a legal basis to use your personal information for the other purposes mentioned in this policy (usually with your consent, further to a legitimate interests assessment, or because the use of your data is necessary to comply with a legal obligation).”

You can find out more about your data protection rights on the Information Commissioner’s Office (ICO) at https://ico.org.uk/for-the-public/  

You can find out more about data protection law here:
Data Protection Act 1998 until the 25th May 2018 - https://www.legislation.gov.uk/ukpga/1998/29/contents 

General Data Protection Regulation 2018 from 25th May 2018 - http://ec.europa.eu/justice/data-protection/reform/files/regulation_oj_en.pdf%22

This policy was last updated in May 2018.

K9-Kind Limited reserves the right to make alterations from time to time. Please check this website from time to time for the latest version.