Terms and Conditions

Ravendale Training and Behaviour – Terms and Conditions

Last updated: 15 July 2026

These Terms and Conditions explain what you can expect when booking or purchasing a service from Ravendale Training & Behaviour and what is expected from you as the client.

Please read them before booking a Behaviour Assessment, programme, training session, class, workshop, online service or digital resource.

By booking a service, attending a session or purchasing a digital product, you confirm that you have read and accepted these Terms and Conditions.

1. About Ravendale Training & Behaviour

Ravendale Training & Behaviour provides:

Dog Behaviour Assessments
Behaviour support programmes
Aggression and reactivity support
One-to-one dog training
Puppy and adolescent support
Children and dogs support
Multi-dog household support
Dog training classes and workshops
Online training and behaviour support
Webinars and educational events
Digital guides, workbooks and other educational resources

Services are provided by Angela Rowland, trading as Ravendale Training & Behaviour.

Email:
admin@ravendaletrainingandbehaviour.co.uk

Website:
ravendaletrainingandbehaviour.co.uk

2. Our Training and Behaviour Approach

Ravendale Training & Behaviour uses kind, welfare-led and reward-based methods.

Training and behaviour support may include:

Reward-based teaching
Management and safety planning
Environmental changes
Confidence building
Enrichment
Desensitisation and counterconditioning
Helping dogs develop safer coping skills
Coaching and support for owners

Methods designed to cause pain, fear or intimidation are not used or recommended.

This includes shock collars, prong collars, physical punishment, deliberate intimidation, harsh lead corrections and methods that intentionally overwhelm a dog.

If equipment or handling methods are being used that may compromise a dog’s welfare or safety, you may be asked to stop using them as part of the support plan.

3. Scope of Services

Dog training and behaviour support is intended to provide education, practical guidance and an individual plan based on the information available.

Ravendale Training & Behaviour does not provide veterinary diagnosis or treatment.

You may be advised to speak to your veterinary practice before or during behaviour support, particularly where:

Behaviour has changed suddenly
Aggression has appeared or escalated unexpectedly
Pain or illness may be contributing
Your dog has become sensitive to touch
Your dog is taking or may require medication
There are significant anxiety or welfare concerns

Any decisions about medication, medical treatment or veterinary investigation must be made by an appropriately qualified veterinary professional.

4. Providing Accurate Information

You must provide complete and accurate information about your dog before and during your service.

This includes, where relevant:

Your dog’s age, breed and history
Known health conditions
Medication
Pain or mobility concerns
Fear, anxiety and reactivity
Growling, snapping, biting or attempted biting
Resource guarding
Aggression towards people or animals
Incidents involving children
Escapes or difficulty controlling your dog
Any legal restrictions or previous professional advice
Equipment currently used with your dog

You will not be judged for disclosing difficult behaviour.

Accurate information is essential so that sessions can be planned safely. Withholding important information may place you, your dog, the trainer or another person or animal at risk.

Ravendale Training & Behaviour may pause or end a service where significant safety information was not disclosed.

5. Behaviour Assessments and Programmes

A Behaviour Assessment is used to gather information about your dog, understand the behaviour you are experiencing and create appropriate recommendations.

A programme may include a Behaviour Assessment, follow-up sessions, written recommendations, educational resources and support as described at the time of booking.

The exact content, number of sessions, delivery method and period of support will be confirmed before payment.

Recommendations may change as more information becomes available or as your dog progresses.

Changing a behaviour plan does not mean that the original plan has failed. Behaviour support is an ongoing process and plans may need to be adjusted according to the dog’s response, health, environment and welfare.

6. Results and Behaviour Change

Ravendale Training & Behaviour will provide services with reasonable care and skill. However, no specific behaviour result can be guaranteed.

Behaviour is influenced by many factors, including:

Physical health and pain
Genetics
Previous experiences
Emotional state
Home environment
Opportunities to practise the behaviour
The consistency with which recommendations are followed
The dog’s individual ability to learn and cope
Unplanned events and exposure to triggers

Progress may include reduced intensity or frequency of reactions, improved recovery, greater confidence, better management and an improved quality of life.

Some dogs will require ongoing management, and not every dog will become comfortable in every environment or situation.

Ravendale Training & Behaviour does not guarantee that aggression, reactivity, anxiety or another behaviour will be completely eliminated.

7. Client Responsibilities

You remain responsible for your dog’s care, supervision, handling and behaviour at all times.

You agree to:

Follow reasonable safety and management advice
Keep your dog appropriately controlled
Use suitable leads, harnesses, barriers or muzzles where recommended
Supervise interactions involving children and dogs
Prevent unsafe contact with people or animals
Follow relevant laws and venue rules
Tell Ravendale Training & Behaviour about changes in behaviour, health or medication
Practise agreed exercises between sessions where possible
Stop an exercise if you believe your dog or another person or animal may be at risk
Ask for clarification if you do not understand part of the plan

You must not knowingly place another person, dog or animal at risk to practise an exercise or test your dog’s behaviour.

Training recommendations should only be carried out in environments where it is lawful and reasonably safe to do so.

8. Children and Other Participants

A responsible adult must make the booking and accept these Terms and Conditions.

Anyone under the age of 18 must be supervised by their parent, guardian or another responsible adult during a session.

The responsible adult remains responsible for the child’s safety and participation.

Children will not be asked to take part in an exercise that is considered inappropriate or unsafe.

Please provide information about children living with or regularly visiting the dog where it is relevant to the behaviour concern.

9. Health and Welfare

Please tell Ravendale Training & Behaviour before attending if your dog:

Is unwell
May have an infectious illness
Has recently been injured
Is recovering from surgery
Is experiencing pain
Has started or changed medication
Is in season
Has experienced a significant change in behaviour

A session may be postponed or adapted where attendance could compromise the welfare of your dog or another dog.

Fresh water, rest and appropriate breaks should be available during sessions.

Dogs will not be forced to continue when they are showing signs of significant fear, pain, exhaustion, overheating or distress.

10. Safety During Sessions

Dog training and behaviour work involves animals whose responses cannot always be predicted.

Safety measures may include:

Maintaining distance from triggers
Using leads, long lines, harnesses or muzzles
Using gates, barriers or separate rooms
Avoiding direct greetings
Changing the session location
Ending an exercise or session early

You must follow reasonable safety instructions during a session.

Ravendale Training & Behaviour may refuse to begin or continue an exercise where it presents an unacceptable risk to a person or animal.

A decision to change or stop an exercise for safety reasons does not mean the session has failed.

11. Equipment

You are responsible for ensuring that your dog’s equipment is secure, suitable and in reasonable condition.

You may be asked to use particular safety equipment, such as:

A secure harness
A fixed-length lead
A long line
A basket muzzle
A safety connector
Suitable gates or barriers

A muzzle should be properly fitted and introduced gradually wherever possible.

Unless specifically agreed, Ravendale Training & Behaviour is not responsible for damage or injury caused by defective, poorly fitted or incorrectly used equipment supplied by the client.

12. Bookings

A provisional enquiry does not guarantee an appointment.

A booking is confirmed when:

The date and service have been agreed
Any required forms have been completed
The required payment or deposit has been received
You have accepted these Terms and Conditions

Appointment availability can change until the booking has been confirmed.

You are responsible for checking the date, time, location and delivery method shown in your booking confirmation.

13. Prices and Payment

The price of a service will be shown on the website, booking page, invoice or written quotation.

Payment is normally required in advance unless a different arrangement has been agreed in writing.

Where a payment plan is offered, payments must be made on the agreed dates.

Failure to make an agreed payment may result in future sessions or support being paused until the account is brought up to date.

Any additional services or costs will be discussed before they are charged.

You are responsible for any transaction or currency-conversion charges imposed by your own payment provider.

14. Your Statutory Cancellation Rights

When a service is booked online, by telephone or away from Ravendale Training & Behaviour’s usual business premises, you may have a legal right to cancel the contract within 14 days of entering into it.

You do not need to give a reason for exercising this statutory cancellation right.

To cancel, you must send a clear statement to:

admin@ravendaletrainingandbehaviour.co.uk

Services beginning within 14 days

You may request that a service begins during the 14-day cancellation period.

Where you request an assessment, session, programme or other service to begin during this period:

You may be required to pay a reasonable and proportionate amount for any service already provided before you cancel.
Your right to cancel may end once the service has been fully completed, provided you requested early performance and acknowledged that the right would be lost on full completion.

Any statutory rights that apply to your booking take priority over the general appointment cancellation policy below.

15. Appointment Cancellations and Rescheduling

Please provide at least 48 hours’ notice if you need to cancel or rearrange an appointment.

More than 48 hours’ notice

Where more than 48 hours’ notice is provided, you may normally transfer the appointment to another available date without a cancellation charge.

Repeated rearrangements may be treated as a cancellation.

Less than 48 hours’ notice

Where less than 48 hours’ notice is provided, Ravendale Training & Behaviour may retain or charge up to the full appointment fee.

Any amount retained will reflect the reasonable losses and costs caused by the late cancellation, including preparation time and the likelihood of filling the appointment.

Where the appointment is filled by another client, any refund or credit will be adjusted fairly to reflect the reduced loss.

Missed appointments

If you do not attend an appointment and have not contacted Ravendale Training & Behaviour, the appointment may be treated as used and the full fee may be retained or charged.

Exceptional circumstances

Genuine emergencies and exceptional circumstances will be considered fairly and individually.

Please contact Ravendale Training & Behaviour as soon as possible if an emergency prevents you from attending.

16. Cancelling a Programme

If you choose to leave a programme after it has begun, you will be charged for:

The Behaviour Assessment
Sessions already delivered
Written plans and personalised resources already prepared
Support already provided
Any reasonable costs or losses resulting from the cancellation

Any remaining balance will be calculated fairly.

Where possible, unused sessions may be transferred or rearranged by agreement, but this is not guaranteed.

Sessions must be used within any completion period stated when the programme is booked.

Failure to book or attend the included sessions within that period may result in the sessions expiring unless an extension has been agreed in writing.

17. Lateness

Please contact Ravendale Training & Behaviour if you expect to be late.

Where you arrive late, the session may still need to finish at the original scheduled time so that other appointments are not affected.

The full session fee will normally remain payable.

Where lateness makes it unsafe or impractical to provide a meaningful session, the appointment may need to be rearranged or treated as a late cancellation.

18. Cancellations by Ravendale Training & Behaviour

Occasionally, a session may need to be cancelled or rearranged because of:

Illness
An emergency
Unsafe weather or temperature
Venue closure
Travel disruption
A welfare or safety concern
Circumstances outside reasonable control

Where Ravendale Training & Behaviour cancels a session, you will normally be offered:

A replacement date
An online alternative where appropriate
Credit towards another service
A refund for the affected session

Ravendale Training & Behaviour is not responsible for separate travel, accommodation, childcare or other costs you incur in connection with an appointment, except where the law requires otherwise.

19. Weather and Outdoor Sessions

Outdoor sessions may be adapted, moved, shortened or postponed where weather conditions create a safety or welfare concern.

This may include:

Extreme heat
Severe cold
Thunderstorms
Ice or snow
Flooding
High winds
Unsafe ground conditions
Poor visibility

The welfare of the dogs and safety of everyone involved will take priority.

Where practical, an alternative location, online session or replacement date will be offered.

20. Classes, Workshops and Group Activities

Dogs attending a class or group event must be suitable for the particular environment.

You must disclose any history of aggression, biting, guarding or significant reactivity before booking.

A group class may not be appropriate for every dog. Ravendale Training & Behaviour may recommend one-to-one or behaviour support where a group environment is likely to overwhelm the dog or create a safety concern.

Dogs should not greet or approach other dogs unless specifically invited to do so.

You must follow venue rules and instructions concerning:

Leads and equipment
Parking and access
Distance between dogs
Toileting and waste disposal
Children and additional attendees
Entry and exit procedures

A dog may be asked to leave or move to a separate area where their continued participation presents a significant welfare or safety concern.

Where possible, an alternative form of support will be discussed.

21. Home Visits

For sessions taking place at your home, you must provide a reasonably safe environment.

Please tell Ravendale Training & Behaviour in advance about:

Access or parking difficulties
Other animals in the property
People who may be present
Known hazards
Smoking within the property
Security arrangements
Any accessibility considerations

Dogs should be safely managed before the trainer enters the property.

You may be asked to use a lead, gate, barrier, crate or separate room during arrival.

Ravendale Training & Behaviour may leave or decline to enter where there is an immediate and unmanaged risk to personal safety.

22. Online Sessions

You are responsible for having:

A suitable device
A reliable internet connection
Access to the agreed video platform
A safe area in which to participate

Technical problems will be handled reasonably.

Where a session cannot continue because of a problem with Ravendale Training & Behaviour’s systems, an alternative date or appropriate credit will normally be offered.

Where a session cannot continue because of the client’s device, connection or failure to join, the session may still be treated as delivered depending on the circumstances.

Online advice should be carried out safely and within your dog’s ability to cope.

23. Digital Products, Guides and Webinar Recordings

Digital products may include PDF guides, workbooks, videos, webinar recordings, templates and downloadable resources.

Unless stated otherwise, digital products are supplied for your personal, non-commercial use.

You must not:

Copy or reproduce the product for other people
Share download links or login details
Upload the content to another website or platform
Resell or redistribute the product
Remove copyright or branding
Use the content to create a competing product
Deliver the content commercially without written permission

Digital resources provide general education and are not a replacement for individual veterinary or behaviour support.

Immediate digital access and cancellation

Where you request immediate access to digital content during the statutory 14-day cancellation period, you may be asked to:

Give express consent for the digital supply to begin immediately
Acknowledge that your statutory right to cancel will be lost once the download, access or supply begins

This does not affect your legal rights where digital content is faulty, not as described or not supplied with the required standard.

Any period of access to a webinar, course, membership area or recording will be stated at the time of purchase.

24. Intellectual Property

Unless otherwise stated, the website content, training plans, handouts, guides, photographs, videos, course materials, worksheets and other resources created by Ravendale Training & Behaviour remain the intellectual property of Ravendale Training & Behaviour.

You may use personalised plans and handouts for your own household and dog.

You may not reproduce, publish, sell, share, distribute or use the material for professional or commercial purposes without written permission.

Purchasing a product or service gives you permission to use the material; it does not transfer ownership of the intellectual property.

25. Photographs, Videos and Recordings

You may be invited to provide photographs or videos of your dog for assessment, training or progress-review purposes.

Client material will not be used publicly for marketing without permission.

Separate consent will be requested before identifiable photographs, videos, testimonials or case studies are published.

You may decline marketing consent without affecting your access to services.

You must not record a session, class, webinar or another participant without prior permission.

Where recording has been agreed, it must only be used for the purpose agreed.

26. Reviews and Testimonials

You are welcome to leave honest feedback about your experience.

With your permission, a review or testimonial may be displayed on the website, social media or promotional material.

Reviews may be shortened for layout or clarity, but the meaning will not knowingly be changed.

Identifying information will be limited where appropriate.

27. Liability

Ravendale Training & Behaviour will provide services with reasonable care and skill.

Nothing in these Terms and Conditions excludes or restricts liability where it would be unlawful to do so, including liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of statutory consumer rights
Any other liability that cannot legally be excluded

You remain legally and practically responsible for your dog and for deciding whether and how to implement recommendations.

To the extent permitted by law, Ravendale Training & Behaviour will not be responsible for loss, damage or injury that arises because:

Important information was withheld or was inaccurate
Reasonable safety instructions were not followed
Recommended management equipment was not used
An exercise was carried out differently from the way it was demonstrated or explained
A dog was placed in an unsuitable or unsafe situation
A third party interfered with or changed the agreed plan
Advice was applied to another dog or situation for which it was not intended
The loss could not reasonably have been anticipated

Nothing in this section removes Ravendale Training & Behaviour’s responsibility to provide the purchased service with reasonable care and skill.

28. Insurance and Veterinary Costs

You are responsible for arranging any insurance you consider appropriate for your dog, including third-party liability, veterinary and household cover.

You remain responsible for veterinary fees and other costs relating to your dog unless the law determines otherwise.

Ravendale Training & Behaviour cannot guarantee that your insurer will pay for a particular service, incident or claim.

You should contact your insurer directly where behaviour support is being funded through an insurance policy.

29. Ending or Refusing a Service

Ravendale Training & Behaviour may pause, refuse or end a service where:

There is a serious or unmanaged safety risk
Significant behaviour or bite-history information was withheld
Payment has not been made
The client repeatedly fails to follow essential safety instructions
The dog’s welfare is being compromised
Abusive, threatening or discriminatory behaviour occurs
The requested work is outside Ravendale Training & Behaviour’s professional scope
Veterinary assessment or another specialist service is required before work can continue
Continuing the professional relationship is no longer safe or appropriate

Where Ravendale Training & Behaviour ends a service for reasons that are not caused by the client, unused fees will normally be refunded.

Where the service ends because of a breach of these Terms and Conditions, any refund will reflect the work already delivered and any reasonable losses or costs.

30. Complaints

Please contact Ravendale Training & Behaviour if you are unhappy with a service or believe something has gone wrong.

Email:

admin@ravendaletrainingandbehaviour.co.uk

Please include:

Your name
Your dog’s name
The service booked
A clear explanation of your concern
Relevant dates
What you would like us to do

Your complaint will be acknowledged and investigated fairly within a reasonable period.

Making a complaint will not affect your statutory consumer rights.

31. Privacy and Personal Information

Personal information is handled in accordance with the Ravendale Training & Behaviour Privacy Policy.

The Privacy Policy explains:

What information is collected
Why it is collected
How it is used
Who it may be shared with
How long it is retained
Your data-protection rights

32. Changes to These Terms

These Terms and Conditions may be updated when services, business practices or legal requirements change.

The terms that apply to your booking will normally be those provided or available when the booking was confirmed.

Material changes will not be applied retrospectively to an existing booking unless:

You agree to the change
The change is required by law
The change is necessary for safety or welfare and does not unfairly disadvantage you

The latest version will be published on the Ravendale Training & Behaviour website.

33. Severability

If any part of these Terms and Conditions is found to be invalid, unlawful or unenforceable, the remaining sections will continue to apply.

34. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Nothing in these Terms affects any legal rights you may have to bring a claim in another part of the United Kingdom where applicable consumer law allows this.

35. Contact

For questions about these Terms and Conditions, bookings, cancellations or services, please contact:

Ravendale Training & Behaviour