Terms and Conditions

Pet Professor (ABN 37 923 734 101), referred to in these terms as "the Service Provider", "we" or "us". You are referred to as "the client" or "you".

These terms apply to all programs, services and communications we provide. By booking or using any of our services you agree to them.

1. Getting started: what we need from you

All clients must:

• Complete an intake questionnaire or M.E.T. Assessment before training commences
• Keep their dog's vaccinations and worming current, and provide proof on request
• Keep their dog microchipped with current registration details, and provide proof on request
• Disclose any known health condition, behavioural history or prior incident, including any bite history, at the time of enquiry
• Disclose any change to their dog's health or behaviour during a program

Please disclose everything, including things you think we will judge you for. We work with reactive dogs and a bite history is not disqualifying in itself. Undisclosed history is what creates risk, for your dog and for everyone else.

We may decline or discontinue a service where a dog's needs fall outside the scope of what we offer, or where the safety of the dog, the handler, our team or the public cannot reasonably be assured. If we discontinue a service for this reason, we will refund the value of any sessions you have paid for and not received.

2. How we train

We work exclusively within a positive reinforcement, force-free framework.

Aversive training equipment, including but not limited to prong collars, choke chains, electronic collars, and slip leads used as corrections, may not be used during any session. If you attend with such equipment we will ask you to remove it before training begins.

If aversive equipment or methods continue to be used against our guidance, we may end the program. If we do, we will refund the value of any sessions you have paid for and not received.

3. Your goals, your plan, and what your program covers

3.1 The written plan

After your assessment we will give you a written plan setting out:

• the goals this program will address, and where your dog is starting from on each
• what is not included in this program
• our honest view of the overall timeframe your goals are likely to need
• what happens after this program ends

The written plan defines what we are engaged to do. Where the plan and these terms differ on the scope of your program, the plan applies.

3.2 Where your goals need longer than one program

Some goals take longer than a single program. Reactive behaviour in particular is usually a longer arc than any one block of sessions.

Where we believe your goals will take longer than this program, we will tell you before you commit, and your plan will say so in writing. In that case this program covers a defined stage of that work, and the plan describes what that stage delivers and what comes next.

If we think the gap between your goal and what we can offer is too large, we will tell you, and where appropriate refer you elsewhere.

3.3 If new goals come up

Tell us. New goals are normal, because working with your dog surfaces things you did not know to ask about.

We can substitute a new goal for one already in your plan, or include it in a following program. New goals are not automatically added to your current plan, because the number of sessions was scoped against the goals we agreed at the start. Every change is recorded in the plan.

3.4 Outcomes

Behaviour change depends on many factors outside our control, including your dog's individual history and genetics, undiagnosed pain or medical conditions, the environment your dog lives in, and how consistently the plan is carried out between sessions.

We do not guarantee specific behavioural outcomes, and you should be cautious of any provider who does. What we commit to is delivering the scope set out in your written plan, with due care and skill, using assessed and evidence-based methods, and telling you honestly when something is not working.

This section describes what our service is. It does not limit your rights under Section 10.

4. Programs and services

A note on cancellation fees. Sessions are booked into a reserved time slot and short-notice cancellations usually cannot be refilled. The fees below reflect our genuine estimate of that loss. Where we can refill or reschedule the slot, we will not charge the fee. If you cannot attend because of illness, injury, an emergency or another reasonable circumstance outside your control, contact us and we will work something out. These fees are not intended to apply to genuine hardship.

Program timeframes are real. Each program runs over a defined number of weeks. That timeframe is part of what you are buying: behaviour change depends on consistent, appropriately spaced sessions, and a program stretched over a year does not deliver what a program delivered over twelve weeks does.

Sessions must be scheduled and completed within your program window. We will remind you as your window approaches its end, and we will contact you if your sessions are falling behind pace. If you need more time for a genuine reason, including illness, injury, your dog's health, travel or our own availability, contact us and we will extend your window by agreement. Sessions not used within your window, and without an agreed extension, lapse.

When a program is complete. Your program is complete when the goals in your written plan have been met, or the included sessions have been delivered, whichever comes first.

If we reach the goals in your plan in fewer sessions than expected, your program is complete and no refund arises. Getting there sooner is the intended result, not a shortfall.

If you end a program early. Contact us. Your program price reflects two things: the assessment, intake review and written plan delivered at the start, and the coaching sessions that follow.

• A set portion of the price covers your assessment, intake review and written plan. Once these have been delivered that portion is not refundable, because the work has been done and the plan is yours to keep. For Essentials this is 45% of the price. For the Reactivity Pathway it is 35%
• The remainder is divided equally across the coaching sessions in your program. We refund the sessions you have not received, less our reasonable administrative costs actually incurred, capped at $150
• Walk and Train is apportioned differently, because its assessment is a separately paid session. The full block price is divided equally across the block's sessions

Sessions already delivered are not refundable as a change of mind. If you would like a worked example for your program, ask us and we will show you exactly where you would stand at any point.

4.1 M.E.T. Assessment

A structured intake consultation assessing your dog's Management, Enrichment and Training needs and determining the most appropriate program. Completing an Assessment does not guarantee entry into any specific program.

• Payment is due in full at the time of booking
• Cancel more than 48 hours before: full refund. Cancel within 48 hours: 50% of the fee applies
• Once delivered, no change-of-mind refund is available

4.2 Essentials Program

A structured training program for everyday manners and foundation skills.

• Essentials is not suitable for reactivity, fear, anxiety, aggression, or cases needing clinical or veterinary coordination. If your dog presents that way we will tell you and route you to the Reactivity Pathway or refer you on, whether that becomes apparent at enquiry, at assessment, or during the program
• Your program includes up to 4 sessions, which is the scope we have assessed your case needs. Session 1 is your M.E.T. Assessment, followed by up to three further sessions
• Your program window is 6 weeks from commencement. Sessions must be scheduled and completed within that window, subject to extension by agreement
• How you enter into this program. These terms are shown to you at the point of booking. Clicking Book Now confirms that you have read and accept them, and completing payment forms your agreement with us. No separate Service Agreement or signature follows for Essentials
• The goals your program addresses are set out in your written plan (Section 3)
• Sessions are not transferable to another client. They may be transferred to another dog in your household by agreement
• Cancelling or rescheduling an individual session requires 48 hours notice. With less notice the session is treated as delivered, unless we can reschedule within the same week

4.3 Reactivity Pathway

A structured behaviour program for dogs displaying reactive behaviour.

• Your program includes up to 8 sessions, which is the scope we have assessed your case needs. Session 1 is your M.E.T. Assessment
• Your program window is 12 weeks from commencement. Sessions must be scheduled and completed within that window, subject to extension by agreement
• Section 3.2 applies to this program in particular. Reactive behaviour is usually a longer arc than one program. Where that is the case for your dog we will tell you before you commit, and your plan will set out what this stage delivers and what comes after
• A signed Service Agreement and payment in full, or an agreed payment schedule, are required before commencement
• Where assessment indicates a veterinary or veterinary behaviourist referral is appropriate we will tell you. Coordination with your veterinary team is included at no additional charge
• Sessions are not transferable to another client. They may be transferred to another dog in your household by agreement
• Cancelling or rescheduling an individual session requires 48 hours notice. With less notice the session is treated as delivered, unless we can reschedule within the same week

4.4 Walk and Train

Structured one-to-one training delivered on the walk, in fixed six-week blocks.

• A signed Service Agreement is required before the service commences
• The goals your block addresses are set out in your written plan (Section 3)
• Sessions must be scheduled and completed within the six-week block, subject to extension by agreement
• Payment is due in advance of each block. There is no automatic renewal: each block is a fresh decision
• Cancelling an individual session requires 48 hours notice. With less notice the session is treated as delivered, unless we can reschedule within the same week
• We may cap intake based on operational capacity

4.5 Canine Adventures

An off-lead group walking and enrichment service. A paid Assessment is required before any dog joins.

What a Canine Adventure includes

• Pick-up from and drop-off to your home
• Up to 1.5 hours out, built around decompression, sniffing, running, off-lead time and training
• Held in the middle of the day, and we run only one group per day. That is deliberate: your dog goes out at the best time to break up a working family's day, and there is no rush to get one group back so the next can go out
• Brushing where your dog comes back dirty, sandy or full of burrs, and a rinse where one is needed and available
• The same dogs walk together each time. Group composition is kept consistent so your dog has familiarity and predictability, which is what makes a group walk enriching rather than stressful

Seasonal timing. During hotter months, typically November through March, walk times shift earlier in the day for the dogs' health and safety. We will tell you when the seasonal time changes. Surface temperature and heat risk take priority over convenience, and we may shorten, relocate or cancel a walk on welfare grounds. Where we cancel a walk on welfare grounds we will tell you why.

Assessment

• Payment is due at the time of booking
• Cancel more than 48 hours in advance: full refund. Cancel within 48 hours: 50% of the fee applies
• Completing the Assessment does not guarantee ongoing enrolment

How Canine Adventures is charged

• Canine Adventures is a monthly membership. You are paying for your dog's ongoing place in the group, not for individual walks. Places are limited, group composition is kept consistent, and your place is held for you week to week
• Your monthly fee is shown to you before you confirm your membership, and current fees are published at petprofessor.com.au. Fees are not restated here, so that there is only ever one published price
• Membership is billed on the 1st of each month. Your first month is pro-rated from your start date
• We run 48 walk weeks per year. We do not run during the week of Christmas or the following three weeks of January. Your monthly fee is one twelfth of that annual entitlement, so it stays the same every month regardless of whether a given month contains four walks or five, and regardless of our closure weeks
• We do not charge extra for five-walk months and we do not reduce the fee for closure months. Our closure dates are confirmed to you each year
• You may cancel your membership with one month's notice. There is no lock-in period
• Because your fee secures your place rather than individual walks, a walk you do not attend is not refunded or carried over. If you are away for an extended period, contact us and we will discuss holding or releasing your place

Off-lead walking

• Canine Adventures is primarily an off-lead service, in locations assessed as safe and appropriate for the group on the day
• Off-lead work requires assessed recall and your written consent, obtained at the Assessment. You may withdraw that consent at any time
• We retain discretion to keep any dog on lead at any time, based on the location, the group, the conditions or the dog on the day
• Off-lead group walking carries inherent risks that cannot be eliminated. We manage these through assessment, group composition, location selection and supervision. Nothing in this clause limits our responsibility to exercise due care and skill

Transport and safety

• Your dog will be transported by vehicle to and from walk locations, appropriately restrained, and never left unattended in a vehicle
• You confirm your dog is able to travel safely by car
• We may remove a dog from the program where their behaviour presents a risk to other dogs, our handler or the public. In that case we will refund the unused portion of the current month in full

4.6 Group Classes

Fixed cohorts running over a set number of weeks. Payment secures your place.

• Clicking Book Now confirms that you have read and accept these terms, and completing payment forms your agreement with us. No separate Service Agreement follows
• Your place is reserved once payment is received in full, before the cohort start date
• Cancel more than 7 days before the cohort starts: full refund. Cancel within 7 days: 50% of the fee applies, as your place can rarely be refilled at short notice
• Once the cohort has commenced, no change-of-mind refund is available for the remainder
• Missed sessions cannot be credited or carried to another cohort, as your place is held for the full cohort
• If we cancel or reschedule a cohort for any reason, including insufficient enrolment, you may choose a full refund or a transfer to the next cohort

4.7 Cat Behaviour Support

Delivered as standalone consultations or packages.

• Clicking Book Now confirms that you have read and accept these terms, and completing payment forms your agreement with us. No separate Service Agreement follows
• Payment is due at the time of booking
• Cancel more than 48 hours in advance: full refund. Cancel within 48 hours: 50% of the fee applies
• Once delivered, no change-of-mind refund is available
• Multi-session packages follow the terms in Section 4.2

5. Booking and payment

How you enter into an agreement with us. There are two routes, and we will tell you which one applies before you pay.

• Essentials, Group Classes and Cat Behaviour Support. These terms are shown to you at the point of booking. Clicking Book Now confirms that you have read and accept them, and completing payment forms your agreement with us. No separate Service Agreement or signature follows
• Reactivity Pathway, Walk and Train, and Canine Adventures. We send you a Service Agreement to read and sign before payment. Your booking is confirmed once that agreement is signed and payment, or an agreed first instalment, is received

We record the terms version you accepted, the date and time, the service and dog it relates to, and the payment reference.

• Payment is processed through our booking system by our payment provider
• The price shown to you is the total you will be charged. We do not add a card, processing or travel surcharge.
• If a payment is overdue we will contact you before suspending any service. Services will not be suspended without notice
• All prices are in Australian dollars and include GST where applicable

Cooling off. There is generally no statutory cooling-off period for services you have sought out and booked yourself. If we contacted you without invitation and you agreed to buy during or shortly after that contact, the agreement may be an unsolicited consumer agreement, in which case you have 10 business days to cancel and we will not take payment during that period. We will tell you if this applies.

6. If we cancel

• We will tell you as soon as practicable
• You may choose a full refund of the affected session or a reschedule
• We are not responsible for indirect costs such as travel arranged around a cancelled session, except where the Australian Consumer Law makes us responsible

7. Safety, health and liability

We take all reasonable care for the safety and welfare of dogs in our care, and we carry public liability insurance.

Your responsibilities:

• Ensuring your dog is fit to participate at the time of each session
• Disclosing health conditions, behavioural history and any bite history honestly and in advance
• Maintaining current vaccinations, worming, microchipping and registration
• Complying with the Companion Animals Act 1998 (NSW), including any control orders that apply to your dog
• Maintaining appropriate insurance for your dog where relevant

Responsibility for your dog's behaviour. As your dog's owner you are responsible under NSW law for injury or damage your dog causes to other people, animals or property. You agree to indemnify us for any claim arising from your dog's behaviour, except to the extent the claim arises from our own negligence, our failure to exercise due care and skill, or any other matter for which the Australian Consumer Law makes us responsible.

Undisclosed information. We are not responsible for harm arising from a health condition or behavioural history you did not disclose, to the extent that non-disclosure caused the harm.

Veterinary emergencies. If your dog becomes unwell or injured during a service we will contact you immediately. If we cannot reach you we may authorise emergency veterinary treatment in your dog's interests. Treatment costs are your responsibility. We will not authorise non-urgent treatment without your agreement.

Nothing in this section limits your rights under Section 10.

8. Contractor services

Some services may be delivered by contractors we engage. Contractors work under our methodology and these terms apply in full regardless of who delivers the service. We remain responsible to you for the service.

9. Privacy and your information

We handle personal information in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

What we collect: your contact details, information about your dog including health and behavioural history, session records, and any photographs or video taken during a service.

Who we share it with: contractor trainers working with you on our behalf; your veterinarian or a veterinary behaviourist where you have asked us to coordinate with them; and our software providers. We do not sell your information or share it for anyone else's marketing.

Overseas storage: we use software providers who store and process data outside Australia, including in the United States, to run our booking, payment, communication and record-keeping systems. We take reasonable steps to ensure those providers handle your information consistently with the Australian Privacy Principles. Contact us if you would like to know which providers we currently use.

Marketing: we may send program-related communications while you are a client. Marketing emails are sent only with your consent and you can opt out at any time.

Photos and video: we may take photographs or video during sessions for training review. We will not use any image of you, your family or your dog in marketing or on social media without your separate written consent, and you can withdraw that consent at any time by emailing us. Withdrawal applies to future use.

Access and correction: email hello@petprofessor.com.au to access or correct the information we hold. If you are not satisfied with how we have handled your information you may complain to the Office of the Australian Information Commissioner.

10. Your rights under Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.

Our services come with guarantees that cannot be excluded. Among other things, we must provide our services:

• with due care and skill
• fit for any purpose we agreed with you, or that you told us about
• within a reasonable time

If we fail to meet one of these guarantees you are entitled to a remedy. Depending on how serious the failure is, that may mean having the service provided again, or a refund. If a failure is major, you may cancel the service and seek a refund for the unused portion, or compensation for the difference in value.

Where anything in these terms appears to limit your rights, it applies only to the extent the Australian Consumer Law allows. Where it does not, your statutory rights prevail.

Change of mind is different from a service failure. The cancellation, expiry and refund terms in Section 4 deal with change of mind, missed sessions and scheduling. They do not affect your rights if something goes wrong with the service itself.

11. Concerns, complaints and disputes

If something goes wrong we want to hear about it first, because most things are fixable quickly.

• Email hello@petprofessor.com.au setting out what happened and what outcome you are looking for
• We will acknowledge within 2 business days and respond substantively within 5 business days
• If we cannot resolve it between us, we will tell you so in writing

You can contact NSW Fair Trading or the NSW Civil and Administrative Tribunal (NCAT) at any time. Nothing in these terms requires you to come to us first, or prevents you from exercising any right you have under the Australian Consumer Law.

These terms are governed by the laws of New South Wales, Australia.

12. Changes to these terms

• Changes apply only from the date they are published, and only to services booked after that date
• If you are part-way through a program, the terms you agreed to when you purchased continue to apply for that program
• The current version, with its version number and effective date, is always available at petprofessor.com.au/terms
• If we make a change that materially disadvantages you in a service you have already paid for, we will tell you directly, and you may cancel that service and receive a refund of the unused portion

13. Definitions

Service Agreement — the individual written agreement for your specific program, setting out your dog, the program purchased, the price, the schedule and any case-specific terms.

Written plan — the document issued after your assessment setting out your goals, starting points, what is out of scope, and the realistic timeframe. It defines the scope of your program.

Program window — the number of weeks from commencement within which your program's sessions must be scheduled and completed.

Session — a scheduled appointment delivered as part of a program, in person, on a walk, or online as specified.

Delivered — a session is treated as delivered when it has taken place, or when it was cancelled at less notice than these terms require and could not be refilled or rescheduled.

Order of precedence — your rights under the Australian Consumer Law prevail over everything. Then your written plan, for scope and goals. Then your Service Agreement, for the program, price and schedule. Then these Terms and Conditions, for all general matters.

Pet Professor · ABN 37 923 734 101 · hello@petprofessor.com.au · petprofessor.com.au

Version 3.1 · Applies to bookings made on or after its effective date. Terms accepted at the time of an earlier booking continue to govern that booking.