Terms & Conditions

Last updated: 24 April 2026

These terms set out the agreement between you (the "Client") and Loose Lead Club ("we", "us", "our") when you book any of our dog training or behaviour services. Please read them carefully before booking. By booking a programme with us, you agree to these terms.

1. About us

Loose Lead Club is a dog training and behaviour business run by Paul Wilson, based in Thornton Heath, London CR7 7BH. You can contact us at hello@looseleadclub.com.

2. Our services

We offer dog training and behaviour services including one-to-one programmes, residential placements, and ongoing support. The exact scope, outcomes, schedule and price of your programme will be agreed with you during the free discovery call and confirmed in writing before you pay.

3. Booking and payment

All programmes begin with a free discovery call so we can assess whether we are the right fit for you and your dog.
If we agree to work together, we will send you a written summary of the programme, timelines, cost and payment terms.
Payment terms vary by programme and will be confirmed with you before you book. We may require a deposit to secure your place.
Prices are in pounds sterling and include VAT where applicable.

4. Your commitments

For our work together to succeed, you agree to:

Attend sessions as scheduled and engage fully with the work.
Follow the training plan between sessions, including the homework we set.
Provide honest information about your dog's history, health, behaviour and any previous training or incidents.
Tell us promptly about any changes to your dog's health, behaviour or circumstances.
Treat our team and our dogs with respect at all times.

5. Money-back guarantee

We offer a money-back guarantee on our programmes, subject to the following:

The agreed outcome will be set out in writing before the programme starts.
You must attend all scheduled sessions and follow the training plan, including the homework set between sessions.
You must provide us with reasonable opportunity to resolve any issues during the programme.
If at the end of the programme we have not delivered the agreed outcome, you may request a refund by emailing hello@looseleadclub.com within 14 days of the programme end date.
Refunds are issued within 14 days of approval, using the same payment method you used to book.
The guarantee does not apply where you have not met your commitments under Clause 4, where your dog's circumstances have changed materially (for example a serious injury, illness or rehoming), or where we have had to end the programme under Clause 9.

6. Cancellation and rescheduling

Consumer cancellation right: Under the Consumer Contracts Regulations 2013 you have 14 days from booking to cancel and receive a full refund, unless the programme has already started with your express consent. If work has started, we may deduct a fair charge for the work already completed.
Rescheduling a session: If you need to move a session, please give us at least 48 hours' notice. Sessions cancelled with less notice may be charged in full.
If we need to cancel: We will always give you as much notice as possible and offer an alternative date or a refund for the affected session.

7. Residential placements

For residential placements, additional terms apply, including a vaccination and health declaration, emergency vet authorisation, and a clear handover plan. These will be set out in writing before your dog arrives.

8. Health, safety and liability

We carry appropriate professional indemnity and public liability insurance.
You confirm that your dog is vaccinated, has no known infectious disease, and that you have disclosed any known aggression, bite history or health condition.
You remain legally responsible for your dog at all times, including under the Dangerous Dogs Act 1991 and the Control of Dogs Order 1992, unless your dog is physically in our care during a residential placement.
To the fullest extent permitted by law, our total liability to you under any programme is limited to the amount you have paid us for that programme. Nothing in these terms limits liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited by law.

9. Ending the programme early

We may end a programme early if continuing would be unsafe, if you are not engaging with the work, or if you behave abusively toward our team. Where we end a programme early for these reasons, the money-back guarantee does not apply. We will explain our reasons in writing.

10. Intellectual property

Any written materials, plans, videos or resources we share with you are for your personal use as part of your programme. You may not share, publish or resell them without our written permission.

11. Photos and videos

We may take photos and videos during sessions to support your training. We will only use them publicly (for example on our website or social media) with your express consent, which you can withdraw at any time.

12. Complaints

If you are unhappy with any part of your experience, please tell us as soon as possible by emailing hello@looseleadclub.com. We take complaints seriously and will respond within 7 days.

13. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be dealt with by the courts of England and Wales.

14. Changes to these terms

We may update these Terms from time to time. The "Last updated" date at the top will always reflect the current version. The terms that apply to your programme are the ones in force on the day you book.

Loose Lead Club

Thornton Heath, London CR7 7BH

hello@looseleadclub.com