Time To Pet -
Application Use:
Upon booking with us you will be sent a welcome email from our online system ‘Time To Pet’. You are required to activate your account as this is the platform we use to communicate with inducted clients.
‘Time To Pet’ has an app that we recommend you download to your mobile device so that you can receive notifications at the time they are sent. Otherwise you can login to ‘Time To Pet’ online through the Shelby Thorn Dog Training website, (www.shelbythorndogtraining.com.au>Services>Client Login).
You are required to complete your personal details on your ‘Time To Pet’ account upon activation, before your first booking.
You are required to complete your pet’s details on your ‘Time To Pet’ account upon activation, before your first booking.
Please use ‘Time To Pet’ to create booking requests, and contact your service provider.
Although ‘Time To Pet’ has an invoicing system, we will continue to use Square.
General -
Safety, Loss or Damage
Handlers and those involved in training of any kind including but not limited to consults, dog walking, training, seminars or classes must adhere to any and all safety instructions and directions given by a Trainer or other service provider. By attending and/or participating in any Shelby Thorn Dog Training service, you understand and take full responsibility for any damage, loss and/or injury to yourself, your dog(s), your pet(s) and/or any parties attending and/or participating in a service with you.
Weather Policy
In the occurrence of extreme heat, storm, rain or wind conditions it is at the service provider's discretion as to whether or not a booking will go ahead. The service provider will take into account a dog’s wellbeing as the utmost priority, as extreme weather can cause dogs to become panicked, anxious, less focused or have the potential to get overheated and/or ill. We will advise you as soon as possible as to whether or not a service will go ahead and try to reschedule for a more appropriate time where possible, however request your flexibility in relation to cancellations due to weather.
Training Tools
The use of head halters, correction chains or e-collars, or unnecessary use of martingale collars are not permitted. We promote a positive approach towards animal training which aligns with up to date science. The use of the above training materials can cause accidental punishments or corrections that risk your dog creating unintentional negative associations and fallout is common when this approach to training is taken. Please contact us if you have questions regarding this.
The use of retractable, bungee or chain leashes are not permitted. These are not an appropriate training tool. Please contact us if you have questions regarding this.
Photography / Videography Policy
You give the Business permission to take images and/or video footage of your pet and/or your property as this can sometimes be seen in the background. You give permission to publish such media to social platforms including, but not limited to, business websites, social media, articles, advertising or other promotions.
Consultations -
Service Payment
When booking selected services, we may ask for your card details to be privately kept on your file on our invoicing system; Square. We will charge your card our cancellation fee if you cancel your booking. Shall you reschedule (as defined later in this agreement), this cancellation fee will go towards your rescheduled booking. If you cancel, you will lose your cancellation fee. Cancellation fees range from $15 - $50, depending on the service. If you would like to know the cancellation fee of your selected service, please contact us directly. Payment is required to be made in full after a service has taken place, and is to be paid via our electronic invoicing system; Square. Unpaid invoices may be given to a debt collection agency, we may be required to provide them with your personal information and contact details.
We accept cash, however correct change is required as service providers do not carry cash.
Payment arrangements and plans can be created. Please keep in communication with Shelby Thorn Dog Training if you are finding it difficult to pay your invoices. We try to be as flexible as possible to support dogs and their owners, however service providers need to be paid for their work.
Cancellations, Rescheduling and Refunds
If a deposit is requested, and not paid for prior to a booking, a booking may be cancelled at any time by the business.
If payment for a previous service has not been made, future bookings may be cancelled.
If you cancel and rebook your service immediately, this is considered ‘rescheduling’. If you cancel and do not reschedule immediately, this will be considered a ‘cancellation’. If you reschedule twice in a row without good reason as determined by the business owners, you may not be able to book with us again, or may be required to pay a deposit.
When you pay for a service, you’re paying for the trainer’s time. This includes recognition for their professional development and studies, the time to consult, write a training plan or assessment and travel among other tasks. You are paying for access to our online resources, and follow up phone, message and email support. For this reason, a refund will not be given after a service has taken place.
You may request a refund in writing (email - hello@shelbythorndogtraining.com.au), and this will be considered on a case by case basis by the business owners.
Training Plans and Behaviour Assessments:
We endeavour to provide our clients with written behaviour assessments notes, training notes and/or plans as soon as possible post consultation, however you understand that during peak periods it can take up to two weeks to receive training notes and/or plans.
Classes -
Service Payment
Course or class payment is required to be made in full before the service commences via our electronic invoicing system; Square.
Refunds will not be given after a course has commenced.
Number of participants is limited. Payment is required once the invoice has been sent. Your enrolment is not considered confirmed until payment has been received. It is recommended this is completed immediately so that you don’t miss out. Bookings are required to be made in advance, enrolment is to be completed online through the Business website.
Vaccinations
Please scan or email us a photo of your dog's vaccination card prior to the course start date. Dog’s are legally required to be vaccinated before entering any animal training facility under the Victorian Code of Practice for the Operation of Dog Training Establishments. We need to keep a copy of this for our own records.
If you have a puppy, we require updated copies of the certificate as booster vaccinations are given.
Dog Contact
All dogs are to be leashed in class unless advised otherwise by a Trainer.
Please keep dogs separated.
Dogs are not to come into contact with one another unless instructed to do so by the Trainer. This is to ensure positive experiences for all involved and to avoid accidents or incidents from occurring.
Behaviour
If your dog has a history of using aggression, including but not limited to barking, lunging, lip curling, growling, snapping or biting, please inform the Business prior to your service so that we can support you and your dog best.
Pet Sitting, Care & Dog Walking -
Owner Responsibility
The Client is required to present a healthy animal for the service and make the Business known of any pre-existing conditions. The Client is required to provide adequate food, parasite prevention and/or medication(s). The Client is required to allocate the Carer an appropriate place to sleep and live. This includes a sheeted bed with a blanket and pillow for in-home pet sitting services. The Carer will bring their own food and bathroom towel. You are required to provide the Business with information regarding any previous bite or aggression related incidents regarding the pet/s and people, dogs or any other environmental stimuli. You are required to inform the Business if your pet/s has been declared dangerous or menacing by any council body.
Cancellation & Refund Policy
If a Client cancels their service more than seven (7) days prior to their booking, the Client will be issued with a full refund as of twelve o’clock (12:00pm) noon. If a Client cancels their service less than seven (7) days prior to their booking, the Client will only receive a 50% refund. No refunds will be given once a service has commenced. You may request a refund in writing to the Business owners, this may be considered if extreme circumstances have occurred as determined by the Business owners. All bookings must be paid for in full at least seven (7) business days prior to the booking start date. All bookings must be paid for through our invoicing system; Square. Cash will not be taken or handled, bank transfer is not accepted.
Dog Walking Weather Policy
Dogs will not be walked in extreme weather conditions as mentioned above, as determined by the Business owners. Dog walks will either be rescheduled or cancelled when the weather is twenty-five (25) degrees or higher. Alternate services may be provided indoors such as training sessions. Cancellation may also be dependent on the dog considering factors including but not limited to health status, age or breed.
Emergency Care
You give permission for the Business to take your pet/s to a veterinarian / veterinary clinic shall they see fit, as they see fit. You are required to provide the Business with the details for your regular veterinarian / veterinary clinic. It is recommended that you inform them you are being serviced by the Business, and your pet/s will be under the care of the Business. You are required to provide the Business with the details for an emergency contact. This is required to be someone who will not be travelling with you. You give permission for this person to be contacted shall an emergency occur, and have relevant information, even sensitive information, exposed to them. Your nominated veterinary clinic will be the first choice in an emergency, however if this is not possible you give permission for Your pet/s to be seen by any veterinarian / veterinary clinic. You are required to pay all associated veterinary costs, the Business will not be held liable for any monies owed to the veterinarian / veterinary clinic.
Behaviour Waiver
Although in-home pet services are the least disruptive pet care option, behaviour change may still occur. The Client understands the Business will not be held liable for any damage and/or loss caused by behaviour change. This includes, but is not limited to escaping, digging, chewing, destruction of any kind, veterinary fees etc.
Declaration of Care
The Client. as written on the client intake form, declares that they are the legal owner of the pet/s listed on the client intake form. Shall the pet/s become found at large, You give permission for the Business to reclaim the animal on your behalf. The Business will not be held liable for fees associated with an impound reclaim. Shall such fees be paid by the Business, the Client is to reimburse the Business immediately. Shall your pet remain in the care of the Business past the service end date, the Business will organise for your pet/s to be admitted to the correct animal pound as determined by your local council. The Client acknowledges that it is recommended by the business that all pet/s wear identification collars and tags where possible. The Client acknowledges that the Business recommends microchip’s are checked for scanning in case of fault and that details on both the microchip and council registration are up to date before the Client departs.
Waiver of Loss and/or Damage
The Business will not be held responsible for any loss and/or damage when carrying out any service. The Business will not pay for loss and/or damage caused by pet/s. The Business will not pay for home loss and/or damage not caused by the Business.
Acknowledgment -
This Agreement applies to all services carried out by the Business, including present and future bookings. Shelby Thorn Dog Training reserves the right to change these terms and conditions at any time. By signing this agreement, you also agree to future modifications. This is so you don’t need to sign multiple terms and conditions forms.
