Terms & Conditions of Service (All Services)

True Nature Dog Services

Version 5.0 · October 2026

Force-free, welfare-first · Positive reinforcement throughout

These terms and conditions apply to all services provided by True Nature Dog Services, including group classes, individual (1-2-1) training sessions, behaviour consultations, seminars, workshops, and online academy content. By booking any service, you confirm that you have read, understood, and agree to be bound by these terms.

Data Protection & Privacy

True Nature Dog Services is committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data Controller

The data controller is Angela Brown, trading as True Nature Dog Services, Broxburn, West Lothian. For all data protection enquiries, please contact angie@truenaturedogs.com.

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What Personal Data We Collect

• Your name, address, email address, and telephone number

• Your dog’s name, age, breed, health history, and behavioural information

• Veterinary contact details (where relevant)

• Photographs and video taken during training sessions

• Payment and booking records

Why We Collect It (Lawful Basis)

• Contractual necessity: To deliver the training and behaviour services you have booked.

• Legitimate interest: To maintain records that support your dog’s ongoing training programme and to communicate with you about your bookings.

• Consent: To send you marketing communications about services, offers, and events. You may withdraw this consent at any time (see below).

How We Use Your Data

• To deliver and manage your training sessions and bookings

• To send session notes, follow-up guidance, and training materials

• To communicate about upcoming classes, workshops, and events (with your consent)

• To make referrals to veterinary behaviourists (only with your express consent)

How Long We Keep Your Data

We retain your personal data only for as long as we need it for the purposes set out above.

Payment records are retained in line with HMRC requirements (currently seven years). Case notes and session records are stored securely and retained for seven years from the end of our working relationship, after which they are deleted — this matches the HMRC period, so we hold a single retention period across the business.

Sharing Your Data

Your personal data will not be passed to any third party for promotional use. We may share your data only in the following limited circumstances:

• With a veterinary behaviourist or other qualified professional, with your express consent

• Where required by law or where doing so is in the interest of public safety

Use of AI-Assisted Tools

We use AI-assisted software to help draft written material such as session summaries, training plans and client reports.

All assessment, clinical reasoning and decision-making remain our own. AI is used to help structure and format what we have already decided, and everything is checked by us before it reaches you.

You can ask us not to use AI-assisted tools in relation to your case at any time, and this will not affect the service you receive. You can also ask us to delete the personal data we hold about you — see Your Rights below.

Your Rights

Under UK GDPR, you have the right to:

• Access the personal data we hold about you

• Request correction of inaccurate data

• Request deletion of your data (subject to any legal obligations)

• Object to processing based on legitimate interest

• Withdraw consent for marketing communications at any time

• Request data portability (receiving your data in a structured, commonly used format)

• Lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk

To exercise any of these rights, please contact angie@truenaturedogs.com.

Email Communications

Your email address will be used to send you information about services, bookings, session notes, and activities. It is your responsibility to ensure the email address you provide is accurate. If you no longer wish to receive marketing emails from True Nature Dog Services, please let us know or unsubscribe directly from emails. Please note: if you unsubscribe from marketing emails, you will no longer receive information about offers, events, and future activities. Essential communications relating to active bookings will still be sent.

Full Privacy Policy

For full details of how we collect, store, and process your personal data, please refer to our Privacy Policy, available on our website at truenaturedogs.com/privacy-policy or by request.

Training Methodology

Only force-free, science-based methods following the ethos of positive reinforcement will be used during all training sessions delivered by True Nature Dog Services.

⚠️ No Deliberately Aversive Methods

The following tools and methods are not permitted during or alongside training with us. This list is not exhaustive:

• Choke chains, half-choke chains, and slip leads

• Electric/shock collars and spray collars

• Prong collars

• Pet corrector sprays, rattle bottles, and noise-producing devices

• Tightening harnesses designed to deliberately restrict movement

• Any method that may cause pain, fear, or intimidation to the dog

A Note on Head Halters

Head halters (e.g. Dogmatic, Halti) are not permitted for general use during training. However, where a properly conditioned head halter has been recommended by True Nature Dog Services as part of a structured behaviour plan, this will be discussed and agreed with you in advance.

We strongly recommend you do not use aversive methods outside of training with us either. Failure to comply with our training methodology during sessions may result in True Nature Dog Services cancelling remaining sessions without refund, as the use of aversive methods may increase the risk of programme failure and the development of new unwanted behaviours.

General Requirements — All Services

• All dogs attending in-person training must have shown proof of vaccination in advance. This requirement is for the safety of your dog and other dogs that may attend.

• Any dog faeces passed during sessions are the responsibility of the guardian to pick up and dispose of in the bins provided, or to take home for safe disposal.

• Dogs must never be left unattended in vehicles whilst at any training venue.

• At all times, dogs should be kept on lead and away from contact with other people and dogs whilst at the training venue, unless explicitly told otherwise by a representative of True Nature Dog Services.

• If your dog or another dog is reacting (barking, pulling on the lead, or trying to move away), please increase the distance between yourself and the other dog.

• For sessions at local secure fields, car parking is often public. All dogs must be kept on a lead until safely in your car.

Photography & Video Consent

During training, we may take photographs or videos of dogs learning. Family members may occasionally be captured in these photographs. These images are used in educational and promotional materials, including on our website and social media channels.

By agreeing to these terms, you give consent for True Nature Dog Services to use these materials as stated above.

Your right to withdraw photography consent

You may withdraw your consent for photography at any time by contacting us at angie@truenaturedogs.com. We will remove any images featuring you or your family members from our materials within a reasonable timeframe.

• Photographs featuring children will not be used without separate, explicit consent from their parent or guardian.

Group Classes

Group classes are held at an indoor venue in Uphall, West Lothian. The venue address will be confirmed in your booking email.

Booking & Payment

• Full payment is required at the time of booking to secure your place on a course, workshop, seminar, or other group activity.

• Bookings can be made through our website, online booking forms, or by direct bank transfer following the issue of an invoice.

• Written confirmation of booking, including start time and dates, will be sent via email.

• One week’s notice is required to cancel a group class booking for a refund. A £10 administration fee will be applied.

• Once a group class has begun, no refund is available as your place can no longer be filled.

Attendance

• Group classes consist of a set number of sessions and we encourage attendance at all classes.

• If personal commitments or illness prevent attendance, you will receive notes for the missed session. No partial refund will be issued and it is not possible to catch up on missed sessions.

• You can still attend without your dog to maintain continuity of learning.

• We are unable to accommodate a second dog attending group classes with you.

• Two spaces may be booked and handled by separate people, but it is not appropriate to bring two dogs and attempt to work with both, or to leave one dog unsupervised.

Family Members & Children

• We encourage at least one additional family member to attend training alongside the primary handler. The more family members involved, the faster your dog will learn.

• Children are welcome but remain the responsibility of the accompanying adult at all times.

• If a child’s behaviour disrupts the class or poses difficulties for any of the dogs, we may request their removal. We recommend at least two adults attend if bringing young children.

• Please notify us at least 24 hours in advance if you will be attending with children.

Suitability

• Group classes are for guardians who wish to progress their dog’s training and life skills.

• You must not knowingly book a dog who is reactive to dogs or people onto group training. If you have any questions about suitability, please talk to us — we can advise or arrange an assessment prior to class.

• On-lead greetings are detrimental to some dogs’ progress. Please do not allow your dog to greet others when on lead unless expressly asked to do so.

Individual Training (1-2-1)

• Bookings for individual sessions will be confirmed via email or WhatsApp.

• Full payment must be made no later than 48 hours prior to the session, unless otherwise agreed via a payment plan.

• Multiple dogs from the same household may attend a single session provided there is an equal number of handlers to dogs. Only the dog named on the booking will take part in active training.

• If purchasing a bulk block of sessions at a discounted rate, full payment must be made prior to the first session unless otherwise agreed.

• Sessions cannot be retrospectively extended following an assessment-only booking to gain a discount, unless previously offered by the trainer.

• Travel costs may apply where the session location is outwith the Scottish Central Belt (Central Glasgow to Edinburgh, or Central Falkirk, including towns and cities in between). A personalised quote can be provided on request.

Cancellations

• A minimum of 48 hours’ notice is required to rearrange a session. Less than 48 hours’ notice may result in the full session fee being charged.

• True emergencies will be considered on a case-by-case basis and may be rescheduled without charge at the discretion of True Nature Dog Services.

Refunds

All courses, workshops, group classes and 1-2-1 consultations/programs are subject to availability and payable in full, at the time of booking to secure your place. All payments are non-refundable due to the administrative, resource and time-related costs and commitment involved in securing your place, and provision of the services booked.

Once a program of training and/or behaviour support has begun, no refunds, either in full or in part, are offered unless in exceptional circumstances and at the discretion of True Nature Dog Services. This includes, but is not limited to:

• 1-2-1 assessment and training plans or packages

• Group classes

• Workshops

• Seminars

• Walk and train sessions

Your statutory right to cancel and receive a full refund, within the first 14-days from the date of booking confirmation are not affected except in circumstances where work, or sessions have taken place during that time. Where work and/or training or behaviour support has taken place, during the 14-day window, an administrative fee may be deducted for work and/or sessions completed.

Extreme Weather

True Nature Dog Services and the trainer/instructor/coach, take the safety and welfare of your dog very seriously.

The Owner/guardian acknowledges that there may be occasions when the True Nature Dog Services reserves the right to shorten, amend, or otherwise cancel a session, workshop, seminar or other activity, due to inclement or hot weather, for the safety and wellbeing of the dog. Such circumstances are rare, but are likely to include:

• Red weather warnings

• Torrential rain

• High winds as clarified by local or national weather news

• Hot weather. Exercising in temperatures over 18 degrees can induce heat exhaustion in some breeds, and even at lower temperatures for short nosed breeds. Others, such as Border Collies, are naturally predisposed to Exercise Induced Hyperthermia which can be dangerous to life.

Snow and ice where walking will cause a risk of accident or injury to either the trainer, guardian, or the dog.

True Nature Dog Services will use their judgement and should such occasions arise, will endeavour to offer a replacement service, or alternative appointment.

Seminars & Workshops

• Full payment must be received to secure your place. Seminar and workshop spaces are non-refundable.

• If you are unable to attend, you may sell your place to another participant.

• Deposits may be required for certain events and are non-refundable.

• If an event is cancelled by True Nature Dog Services, a full refund or credit will be provided.

• In the event of cancellation due to adverse weather, we reserve the right to deduct costs relating to venue and trainer expenses from the refund.

Online Academy

The True Nature Dogs Online Academy is hosted at https://academy.truenaturedogs.com. By enrolling in any online course, you agree to the following:

• Course access is granted to the individual purchaser for educational, personal use only and is non-transferable.

• Course materials are the intellectual property of True Nature Dog Services and must not be copied, shared, or distributed.

• Access to course content is provided for the duration specified at the time of purchase.

• Digital course purchases are non-refundable once access has been granted, in line with the Consumer Contracts Regulations 2013 (digital content exception).

Memberships & Subscriptions

Membership of the True Nature Dogs Online Academy is a monthly subscription.

Starting and renewing

Your membership begins immediately when your first payment is taken, and your access starts straight away.

It renews automatically each month on the same date and continues until you cancel it.

Payment is taken automatically on each renewal date using the payment method you provided.

What's included

Full access to all self-study courses and recorded webinars in the Academy, including anything added while you are a member.

Early access to new courses as they launch.

Live classes, 1-2-1 sessions and any other individually priced service are not included and are charged separately.

Founding member rate

Founding members pay a locked monthly rate for as long as the membership remains continuously active. If you cancel and later rejoin, you will pay the standard rate current at that time.

Cancelling

You can cancel at any time from your account, or by emailing angie@truenaturedogs.com.

Cancellation takes effect at the end of the month you have already paid for, and you keep access until then.

We do not refund part-months.

Your 14-day right to change your mind

If you cancel within 14 days of joining, we will refund your first payment in full.

This is in addition to your right to cancel at any time, above.

What happens to your access

When your membership ends, your access to Academy content ends. Anything you downloaded while a member is yours to keep, for your own use with your own dog.

Your course progress is kept for 12 months in case you rejoin.

If a payment fails

We will try again. If payment still cannot be taken, access may be paused until it is resolved. We will email you before that happens.

Changes to the price

We may change the standard membership price, with at least 30 days' notice by email. Founding member rates are unaffected while the membership remains continuously active.

If we need to end a membership

We may end a membership where these terms are breached, including sharing login details or redistributing course materials. Where we do, we will refund any unused part-month.

Veterinary Behaviour & Clinical Referrals

If, during our work together, we believe it is necessary to refer your dog to a qualified, certified behaviourist, we will do so only with your express consent. Any referral will be made only to suitably qualified professionals experienced in the use of force-free methods of behaviour modification.

Illness & Injury

• Bitches actively in season are not permitted to attend group classes. This is to protect their welfare and to avoid distraction and stress for other dogs in attendance. Individual sessions (1-2-1) can continue as normal, though the session may be adjusted in the best interests of the dog.

• Sick or injured dogs, or dogs who have been in contact with infectious diseases including kennel cough and parvovirus, must not attend any training session or class.

• If you are unsure whether your dog should attend, please consult your vet and/or contact us.

• Individual sessions can be rearranged. If you are in group classes, your dog may unfortunately need to miss sessions. Replacement classes cannot be offered as classes are limited to a maximum number of dogs.

Cancellation or Rearrangement by True Nature Dogs

We reserve the right to cancel or reschedule training sessions at our discretion. This is infrequent but may occur in an emergency or due to adverse weather conditions, including extreme heat. In such cases:

• Individual training: a replacement date suitable to you will be offered.

• Group classes: a replacement date will be discussed. Up to two replacement sessions will be offered to accommodate all clients.

Withdrawal of Service

True Nature Dog Services reserves the right to discontinue a training programme where there is genuine reason to believe that the agreed training plan is not being followed between sessions, or where continuing the programme would not be in the best interests of the dog’s welfare. In such cases, we will discuss our concerns with you before any decision is made.

Disclaimer

We will not accept responsibility for the misinterpretation of advice. Dogs are living beings and external factors influence behaviour. We cannot guarantee that training advice will be successful without control of all contributing factors.

For behavioural concerns, a veterinary behaviour consultation is recommended. Aggression in dogs can cause injury, including fatalities. Treatment for aggression is not a guarantee of success, and modifying behaviour does not assure that aggression will be successfully controlled. It is your responsibility to ensure the safety of people and other animals with regard to your dog.

Safety precautions will be advised and may include limited access to people or animals, being kept on lead, wearing a muzzle, the use of gates around the home, and other management strategies. We cannot take responsibility for the behaviour of your dog outside of training sessions with us.

⭐ Insurance Recommendation

We strongly recommend all dog guardians have pet insurance including third-party liability cover.

Intellectual Property

• All written, photographic, and video materials, including our website, logo, course content, and training handouts, are the exclusive property of True Nature Dog Services. These materials are protected by copyright and other intellectual property laws.

• Distribution of these materials without prior written permission is strictly prohibited.

• By accessing our materials, you acknowledge and agree that you are using them for personal, non-commercial purposes only.

• Blog posts and free-access videos have consent for unrestricted sharing.

Governing Law

These terms and conditions are governed by and construed in accordance with the laws of Scotland, United Kingdom. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the Scottish courts.

Changes to These Terms

We reserve the right to update these terms from time to time. Where changes are material, we will notify clients via email. The latest version will always be available on our website and on request.

Acceptance

By checking the terms and conditions box on our booking forms, or by registering on our website/learning platform and making payment, you are deemed to have read, understood, and accepted these terms and conditions.

Angela Brown

Training & Reactivity Coach

True Nature Dog Services

Version 5.0 · October 2026