Shining Eyes Dog Training and Education

Terms and Conditions

Welcome to Shining Eyes Dog Training and Education. These Terms and Conditions cover our group classes, one-to-one sessions (in person and via video call), and workshops. By booking with us, you agree to the following.

1. Definitions

• “We,” “us,” “our” refers to Shining Eyes Dog Training and Education.
• “Client” refers to the person booking or attending a service, including dog owners and handlers.
• “Service(s)” refers to group classes, one-to-one sessions (in person or via video call), workshops, or any other training service we offer.
• “Trainer” refers to the individual delivering a session on our behalf, whether the business owner or another trainer covering the session.

2. Services

• Group Classes — structured sessions working with multiple dogs and owners together.
• One-to-One Sessions — personalised training tailored to the client and their dog, delivered in person or via video call.
• Workshops — themed, intensive sessions addressing specific behaviours or skills.

3. Booking and Payment

• Booking: Bookings can be made via our website or by contacting us directly, and are confirmed by email.
• Payment: Payment is due in full at the time of booking to secure a place, unless otherwise agreed.
• Cancellations and rescheduling:

• 48 hours or more before a session: full refund, or reschedule free of charge.
• 24–48 hours before a session: one free reschedule (no refund).
• Less than 24 hours before a session, or a no-show: no refund and no free reschedule.
• Each booking may be rescheduled once under this policy.

4. Client Responsibilities

• Health and vaccinations: Dogs must be in good health to attend. Puppies may start classes from one week after their first vaccination, provided they have had no contact with unvaccinated dogs, unknown dogs, or unknown dogs’ waste outside of the controlled class environment.
• Dogs showing signs of kennel cough, or who have recently had kennel cough, must not attend until at least two weeks after symptoms have fully resolved.
• Clients must inform us in advance if their dog is unwell, in season, reactive, easily overwhelmed, or shows signs that could put others at risk. In these cases, we may ask the client to reschedule, or suggest a one-to-one session as an alternative.
• Equipment: Dogs must attend wearing a flat collar with ID tag, and ideally a well-fitting harness. Prong collars, choke chains, electric collars, and slip leads are not permitted. We reserve the right to refuse participation where this is not complied with.
• Supervision: Clients are responsible for supervising their dog at all times and following the trainer’s instructions. Anyone under 18 must be accompanied by a responsible adult, and an adult must remain in control of the dog at all times during sessions.
• Video call sessions: Clients are responsible for ensuring a stable internet connection and a suitable space in which to train their dog. Where a session is disrupted due to an issue on the client’s side, a free reschedule is not automatic.

5. Trainer Responsibilities

• We use positive, reward-based, evidence-led training methods. Harsh handling, physical force, intimidation, or punishment-based methods are not permitted in our sessions, and are strongly discouraged in training conducted between sessions.
• We hold public liability insurance through Pet Business Insurance, hold a current canine first aid qualification, and maintain ongoing CPD within the dog training and behaviour field.
• We may remove a dog from a session for welfare reasons, including stress or health concerns. In this case, we will offer a 50% refund or discuss rescheduling.
• We may occasionally need to change the format of a session — for example, moving it online due to extreme weather, venue availability, or safety concerns — in which case the session will still go ahead in the new format. Where a session must be postponed entirely, we will offer a free reschedule.

6. Results and Our Guarantee

Training outcomes depend on a number of factors, including the consistency with which guidance is applied between sessions, and results and timescales will vary from dog to dog. We do not guarantee a fixed outcome or timeframe.

Where a client has consistently applied the guidance and homework provided towards the goals agreed at the outset, and has not seen meaningful change, we will continue providing sessions towards those goals at no additional cost until such change is achieved. Whether guidance has been consistently applied is assessed at our reasonable discretion, based on session progress and engagement. This guarantee does not apply where guidance has not been followed, sessions have lapsed for an extended period, or the goals in question differ from those originally agreed.

7. Intellectual Property

• All training materials, videos, photos, handouts, and other resources provided by us remain our property. Clients may use them for their own dog’s training, but may not reproduce, distribute, or use them commercially without our written permission.
• We may use photographs or video taken during sessions for marketing, educational, or promotional purposes, on the basis of our legitimate interest in promoting our business. Clients who would prefer footage of themselves or their dog not be used should contact us at hello@shiningeyesdogs.com, and this will be respected.

8. Liability

• Dog training carries inherent risk, including the possibility of bites, scratches, or other injury. We take reasonable care to run safe sessions and hold public liability insurance. Nothing in these terms excludes or limits our liability for death, personal injury, or any other liability that cannot be excluded or limited by law.
• Vaccination reduces, but does not eliminate, the risk of illness. By attending sessions, clients accept this residual risk.
• A client’s dog, and its behaviour, remains the client’s responsibility at all times, whether or not a trainer is present.

9. Code of Conduct

• Clients are expected to behave respectfully towards trainers, other participants, and their dogs. Disruptive or aggressive behaviour may result in a client being asked to leave without a refund.
• Where a dog’s behaviour poses a safety risk to others during a group session or workshop, we may ask for the dog to be removed from that session. This is assessed on a case-by-case basis and is not a reflection of a dog’s suitability for training; reactive and anxious dogs are welcomed, and a one-to-one setting is often better suited to this stage of their training. Where a dog is removed for this reason, we will offer a 50% refund or discuss transferring to a one-to-one session.

10. Complaints

Clients who are unhappy with any part of our service should contact us at hello@shiningeyesdogs.com. We will acknowledge complaints within 5 working days, and aim to resolve them within 10 working days. As a small business, resolution times may take longer during periods where the trainer is unavailable, such as holiday or illness. Clients will be kept informed of any delay.

11. Privacy

We take client data seriously. Please refer to our separate Privacy Policy for details of what we collect and how it is used.

12. Governing Law

These terms are governed by the laws of England and Wales, and any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

13. Amendments

We may update these terms from time to time. Significant changes will be posted on our website; continued use of our services following any changes constitutes acceptance of the updated terms.

Online Platform Terms

These terms apply specifically to the Shining Eyes online learning platform, in addition to our general Terms and Conditions.

1. Subscription and Payment

• Access is provided on a monthly, rolling subscription basis, paid in advance.
• Clients may cancel at any time. Access will continue until the end of the current paid month, after which no further payment will be taken.
• No refunds are given for partial months, including where a client cancels shortly after a payment is taken.
• Clients enrolled in a one-to-one training programme are provided with platform access for the duration of their support package. This access ends when the support package ends, and is not subject to the monthly cancellation terms above. Clients may continue their access beyond this point by starting a monthly subscription.

2. Accounts

• The account holder must be 18 or over.
• The account holder is responsible for payment, and for their account and any use of it by members of their household.
• Accounts are personal to the holder. Logins must not be shared, sold, or transferred.

3. Access to Content

• Subscribing grants a personal, non-transferable licence to view our content for the client’s own learning.
• Videos and materials may not be downloaded, reproduced, redistributed, or shared outside the account.
• We may suspend or terminate access without refund where these terms are breached.

4. Community

Community discussion currently takes place via our linked Facebook group, which is governed by Facebook’s own terms and community standards, not by these terms.

5. Intellectual Property

All platform content, including videos, materials, and resources, remains the property of Shining Eyes Dog Training and Education.

6. Changes to the Platform

We may update, add to, or occasionally remove content from the platform, and will make reasonable efforts to keep the library relevant and current.