Terms and Conditions
It is important that you read through this document
Please note that payment for services also implies full agreement with these Terms and Conditions.
These terms and conditions set out the basis on which you can use our website and place orders for items from Puppy Stars. By registering with Puppy Stars you are deemed to have understood and accepted these terms. The supplier of the goods featured is Puppy Stars ("The Company", "we", or "us").
You may contact us by email at [email protected]
Telephone calls to and from Puppy Stars may be recorded or monitored as part of our efforts to further improve service to our customers.
We may contact you for marketing purposes by email or mail with relevant offers from Puppy Stars. We may also contact you for market research purposes.
Payment, Refunds and Cancellations
Payment is required at time of booking. Once payment has been made, it is non-refundable. Occasionally, where a client is unable to take up their reserved place on a course, their credit may be transferred to another suitable class/ service; this is at the sole discretion of Puppy Stars and will be dependent on us having another client to fill your place. We are unable to offer any refunds on missed sessions but you will be sent the recap email for every session of the course for which you have paid, whether you attended or not.
As per our guarantee, you have the right to cancel the contract at any time up to 48 hours after your contracted 1st class begins (see below).
To exercise your right of cancellation, you must give notice by email or telephone giving details of the class registered for.
Once you have notified Puppy Stars that you are cancelling the contract, Puppy Stars will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the registration fee.
In the event that we cancel the class due to unforeseen circumstances, such as adverse weather, instructor illness, emergency medical requirement, Puppy Stars will make every effort to reschedule your class to the scheduled break week or an alternative day/night. If this is not possible; at the discretion of Puppy Stars a partial refund may be provided up to 50% of the value of the cancelled week.
If through our own act or omission we have to cancel a week’s class, you will be entitled to a full refund for that cancelled week if we are unable to reschedule or offer you a suitable alternative.
Data Protection: Puppy Stars do not disclose client information to third parties, other than when order details are processed as part of order fulfilment or with carefully selected partners. In this case, the third party will not disclose any of the details to any other third party. Data collected by us is used to take and fulfill customer orders, administer and enhance the site and service, only disclose information to third-parties for goods delivery purposes and inform you of seminars, classes and other events we think may be of interest to you, however, you will always be given the option to opt-out of receiving these emails.
Photographs may occasionally be taken during training sessions. Puppy Stars may use such photos for the purposes of marketing. For example, graduation photos are posted on our Facebook page. If you do not wish for photographs of you and/ or your dog to be used or shared, please let us know. Any written feedback (eg. by email or on feedback forms) may be used for marketing purposes (for example, posted on the website). Only the first name of the person will be used as identification. If you are not happy for us to use your feedback in this way, please let us know.
By agreeing to the Terms and Conditions, you give Puppy Stars Ltd permission to publish in print, electronic, or video format the likeness or image of you and/or your dog. You release all claims against Puppy Stars Ltd with respect to privacy rights, publicity rights, copyright ownership and publication, including any claim for compensation related to use of the materials.
Photography and videography is NOT permitted, without the express permission of Puppy Stars.
Training and Handling Methods
The training techniques used by Puppy Stars are based on the principles of positive reinforcement and, as such, are kind, fair and reward-based. Harsh handling of dogs, physical force and the use of punitive methods/ punishment/ corrections or equipment designed to be aversive (including slip leads, choke chains, check chains, prong collars, spray collars, e-collars or any other device deemed unacceptable by the trainer) are not permitted in classes or and should not be used in training.
Suitability for Class Environment
Some dogs are not suited to a class environment due to over-excitement, fear, anxiety etc. (this is not the same as a young puppy who is new to socialisation and is just a bit nervous!). Dogs that are known to be reactive to other dogs or people will not be best placed in a class environment; it is simply not fair on the dog or the other attendees. If your dog is not suited to the class-training environment at this time, we may be able to offer alternative solutions, such as one to one training sessions. If a dog is deemed by the trainer to be particularly stressed or reactive, despite the efforts of the owner and/ or trainer, the owner will be asked to remove the dog from the class (for that session or the rest of the course), in the best interests of both the dog and the others attending. Therefore, if you are unsure how your dog will respond to a class/ group environment, or have any concerns, you should discuss this with us before booking on to a course; refunds for course fees will not be given (see above).
Children are very welcome to attend classes/ training sessions. We just ask that adults ensure that children do not approach or touch any dogs without appropriate supervision and permission. We accept no responsibility for children at classes and it is the responsibility of the supervising adult to ensure the children’s safety at all times. In addition, children must not be allowed to disrupt the learning and we reserve the right to ask for disruptive children not to be brought to classes in the future. Young people under 16 must be accompanied by an adult.
Any instances of accident or injury must be reported to the trainer at the time they occurred. A first aid kit is usually available at training classes. All dogs must remain on lead and kept away from contact with other dogs unless specifically instructed by the trainer (eg. off-lead play). Flexi leads (extending leads) are not permitted in class in order to avoid injury.
Health and Vaccination
All dogs and puppies attending classes should be suitably protected from the potential risk of disease as well as being appropriately treated for internal and external parasites. Puppy Stars advises that owners should consult their veterinary professional with regard to such issues. Whilst the indoor venues used by Puppy Stars are not routinely accessed by dogs (other than those attending classes), there can be no guarantee that there is absolutely no risk of disease at any venue or when in contact with any other dogs or materials, such as toys, which may have been in contact with other dogs. It is the owner/ handler’s responsibility to ensure that their dog is appropriately protected against the risk of disease: Puppy Stars accepts no responsibility for the potential or actual exposure of dogs to disease. If an owner chooses not to routinely vaccinate their dog/ puppy (for example because they are choosing titre testing or using homeopathic nosodes), this is entirely the choice of the owner and is a decision made at their own risk. By booking a place at a class and agreeing to these terms and conditions, you are accepting full responsibility for the protection of your dog from the risk of disease. Please do not bring your dog to class if he or she has been in contact with another dog infected by a contagious disease or if they appear to be unwell (eg. vomiting, diarrhoea, coughing, runny nose etc). We also ask that bitches in season are not brought to class. By agreeing to these Terms and Conditions, you are agreeing that you will not bring your dog to classes in these circumstances. If a dog is unable to attend classes, owners are more than welcome to attend without their dog in order to keep up to date with the training course. If your dog has any known allergies or intolerances to certain foods or has any other special needs, it is your responsibility to bring this to the attention of the trainer prior to the start of the session (and to provide appropriate alternative treats etc).
All Puppies under 16 weeks of age must have had their 1st vaccination prior to attending classes.
We make every effort to ensure the safety of both clients and dogs during training classes. By making a booking with us, you are accepting that participating in an activity with dogs, children and adults poses a risk of injury to yourself and your dog, and you agree to indemnify Puppy Stars and its representatives for all personal injury and damage to property while attending training. You agree to assume full responsibility for any risks, injuries or damages, known or unknown, which might occur as a result of your dog attending classes/ sessions. You also agree to make any person who accompanies you to the session(s), or takes your place, aware that they are also there at their own risk.
You understand and accept that your dog (and its behaviour) remains entirely your responsibility at all times, whether or not in the presence of the trainer/ behaviourist.
If you do have a complaint please write to Puppy Stars Training Academy, 7 Merlin Centre, Gatehouse Close, Aylesbury, HP19 8DP or email [email protected]
Puppy Stars aim to deal with complaints speedily and sympathetically. All complaints are logged, investigated and replied to.