Delders Dogs Terms and Conditions
Consumer services  |  Effective 12 September 2026
Please read these terms before booking. They explain what Delders Dogs provides, what we need from you, and the rules applying to bookings, cancellations, attendance, memberships and online materials. Your booking confirmation and the service description shown when you book also form part of your contract with us.

1 About us

Delders Dogs is the trading name of Delders Dogs Ltd, a company registered in England and Wales under company number 14334107. Our registered office and trading contact address is 8 Cardiff Way, Kingsmead, Milton Keynes, MK4 4LT. Our VAT registration number is GB 457138772. You can contact us at [email protected].
In these terms, “we”, “us” and “our” mean Delders Dogs Ltd. “You” and “customer” mean the person making the booking and, where relevant, the owner or handler of the dog participating in the service.

2 Services covered

These terms apply to consumer bookings for dog-training and related services supplied by us. These include fixed-date courses, group classes, workshops, webinars, social events, private training or behaviour sessions, coaching programmes, memberships, digital resources, physical books and training packs, and gift vouchers. They include Puppy Foundations, Puppy Progression, Behaviour Change Club packages, Club Orange and Club Orange Plus, together with any later service sold on the basis of these terms.
Specific service descriptions, dates, locations, prices, inclusions and eligibility requirements displayed on our website, in Acuity Scheduling or in your booking confirmation form part of the contract. If there is a conflict, any specific written term agreed for your booking takes priority over these general terms.

3 Making a booking

A booking is an offer by you to purchase the selected service. A contract is formed when we send a booking confirmation or otherwise confirm acceptance in writing. You must check the confirmation promptly and tell us if anything is incorrect.
You must be at least 18 years old to make a booking. By booking for another adult, a child, a dog you do not own, or a group of participants, you confirm that you have authority to make the booking and that you will ensure they are told about the relevant service information, safety requirements and these terms. You remain responsible for complying with the contract as the booking customer.
You must provide complete and accurate information about yourself, the participating dog and anything reasonably relevant to safe and suitable delivery. You must tell us promptly if that information changes.
We may refuse or cancel a booking where the service is unsuitable, required information has not been supplied, payment has not been made, or participation would create an unreasonable safety or welfare risk. Any refund due will be handled in accordance with these terms and applicable law.

4 Prices and payment

Prices are those shown at the time of booking and include VAT where applicable unless clearly stated otherwise. Payment is due in the amount and by the deadline shown during booking or on the invoice. A place is not secured until any required payment has been received.
For private sessions in and around Milton Keynes, additional travel charges may apply according to the distance travelled. We will disclose or agree any travel charge before the relevant booking is confirmed.
If an instalment or recurring payment fails, we may suspend access or participation after giving you a reasonable opportunity to make the payment. This does not remove any amount already due under the contract.

5 Information supplied before a service starts

Some services include videos, written resources or other preparatory materials supplied immediately after booking. Physical puppy packs or books are normally posted within approximately one week. Where a course includes an online community, access is normally provided approximately one week before the in-person course begins. Exact timings may vary where the service description or booking confirmation says otherwise.
You are responsible for using the correct email and postal addresses, checking junk or spam folders, joining any community offered, and completing preparatory work. If materials or access have not arrived when reasonably expected, you must contact us promptly so that we can investigate.

6 Consumer cancellation rights for online and distance bookings

Your statutory cancellation rights depend on what you book. Nothing in these terms removes rights that the law gives you.

Fixed date leisure activities

The usual 14-day cancellation right does not apply where a booking legally qualifies as a service related to leisure activities and the contract specifies a particular date or period of performance. Depending on the nature of the service and what is included in the booking, some of our fixed-date courses, classes, workshops, webinars or events may fall within this exemption. Where the exemption applies, we will identify the booking as a fixed-date activity and the cancellation policy in section 7 will apply. Where it does not apply, the statutory cancellation rights described below remain available.

Other services and memberships

For a service or membership bought online or at a distance that is not exempt, you normally have 14 days beginning on the day after the contract is made to cancel without giving a reason. If you expressly ask us to begin providing the service during that period and then cancel, we may charge a proportionate amount for the service supplied up to the time you told us you were cancelling. The cancellation right ends once the service has been fully performed where, before performance began, you expressly requested early performance and acknowledged that you would lose the right to cancel after full performance.
Where digital content is supplied immediately, we will ask for your express consent to immediate supply and your acknowledgement that the statutory cancellation right for that digital content will be lost once supply begins. If the required consent and acknowledgement are not obtained, your statutory rights remain unaffected.

Physical goods

Where a separately supplied book, pack or other physical product carries a statutory right to cancel, the cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the goods. You must tell us within that period that you are cancelling and return the goods without undue delay and no later than 14 days after telling us. You must take reasonable care of them. Unless the goods are faulty or misdescribed, you are responsible for the direct cost of return. We may reduce the refund to reflect any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods. Goods made to your specifications or clearly personalised may be exempt from the cancellation right.

How to exercise a statutory right

To exercise a statutory cancellation right, email [email protected] with your name, booking details and a clear statement that you are cancelling. No special wording is required. You may use the model cancellation form at the end of these terms, but you do not have to. Cancellation is effective when you send the communication. Keep evidence that it was sent.
Where you validly cancel a service, membership or digital-content contract under a statutory cancellation right, we will make any refund due without undue delay and no later than 14 days after you tell us you are cancelling. For goods, we may withhold the refund until we receive the goods back or you provide evidence that you returned them, whichever happens first. We will then refund without undue delay and no later than 14 days after that point. We will refund the price paid and, where applicable, the cost of our least expensive standard delivery option. We will use the same payment method used for the original transaction unless you expressly agree otherwise, and we will not charge a refund fee. Lawful deductions described in this section may still apply.

7 Customer cancellation of fixed date activities

This section applies where you cancel a fixed-date course, class, workshop, webinar or event and no separate statutory cancellation right applies. Any amount retained will be limited to our reasonable loss caused by the cancellation. This may include non-recoverable costs reasonably incurred for the booking and lost net revenue where the reserved place cannot reasonably be resold. We will deduct costs saved and any income received from a replacement booking, and we will not use a cancellation charge as a penalty.
·       More than 28 days before the activity starts: we will refund the price less any reasonable, evidenced loss already caused by the cancellation, including non-recoverable costs reasonably incurred specifically for your booking. We will not deduct a general administration charge unless it reflects work or cost actually caused by the cancellation.
·       Between 14 and 28 days before the activity starts: we may offer a transfer or credit. If you request a refund, we may retain only the reasonable loss caused by the cancellation after taking account of costs saved and any replacement booking. We will refund any balance.
·       Less than 14 days before the activity starts, or after it has started: no refund, credit or transfer will normally be given where our reasonable loss equals or exceeds the amount paid, because the reserved place may not be capable of being resold and delivery may already have begun. If our reasonable loss is lower than the amount paid, we will refund the balance.
We will take reasonable steps to reduce our loss where practical. Any refund required by law will still be made. A goodwill transfer, credit or exception does not change this policy for later bookings.
Before an activity begins, you may ask to nominate another suitable person and dog to take your place. We must approve the substitution in advance and may refuse it on reasonable safety, welfare, eligibility or service-suitability grounds.

8 Missed classes and non attendance

If you do not attend a scheduled class, course session, workshop, webinar, event or coaching session, it is treated as used. There is no automatic right to a refund, credit, replacement session, recording or transfer. Any videos, online support or other elements included in the programme remain available only for the period originally stated.
Your inability or decision not to use an available element, including online resources, community access, Q&A support or an in-person session, does not by itself mean that we have failed to supply the service.

9 Private appointments

Unless the booking information says otherwise, a private appointment may be rearranged if you give us more than 48 hours’ notice. With 48 hours’ notice or less, the appointment will normally be forfeited and no refund or credit will be due, subject to our reasonable direct loss and your statutory rights. Failure to attend is treated in the same way.
If you arrive late, the appointment will still end at its scheduled time. If we are late, we will provide the booked duration or agree an appropriate alternative.
Private sessions and all sessions in a private-session package must be used within three months of the initial booking unless we agree otherwise in writing. Unused sessions cannot be transferred to another person or another dog.
Private services may take place at your home, in a public place, at an agreed venue, or online. You must provide safe and reasonable access where we attend your premises. Travel charges may apply as described in section 4.

10 Programmes and included appointments

A coaching or behaviour programme may combine private appointments, group coaching, practical sessions, Zoom support, community access, videos, books and other materials. The booking page and confirmation state what is included and the period of access.
Included appointments must be booked and used within the programme period or any shorter booking deadline stated in the confirmation. They expire when that period ends unless we agree otherwise in writing. Missing or not booking an included element does not extend the programme or create a right to a partial refund.
Completing a fixed-term programme does not automatically enrol you into a continuing membership. Any later membership requires a separate, active sign-up.

11 Memberships

Memberships, including Club Orange, Behaviour Change Club membership and Club Orange Plus, renew monthly at the price disclosed when you join unless a different billing period is stated. By joining, you authorise the recurring payment shown at checkout.
You may cancel at any time before the next payment is taken by using any cancellation method made available to you or by emailing [email protected]. Cancellation stops future renewals. You will normally retain access until the end of the billing period already paid for, and payments already taken are not refunded merely because you stop using the membership during that period.
We may change membership content or pricing by giving reasonable advance notice. If a change materially disadvantages you, you may cancel before it takes effect. We may end a membership on reasonable notice or immediately for serious or repeated breach, unlawful conduct, non-payment, abuse, or conduct creating a safety or welfare risk. Where we end a paid membership without fault on your part, we will refund any prepaid amount covering the period after access ends.
Membership resources, calls, communities and booking privileges are personal to the member and must not be shared, copied, resold or made available to anyone else.

12 Gift vouchers

Gift vouchers are subject to the validity period and any service restrictions stated when purchased. They have no cash value, cannot be resold and cannot be exchanged for cash. Statutory cancellation rights for an online purchase remain unaffected. If a voucher is used for a booking, the cancellation rules applying to that booked service will apply.

13 Changes or cancellation by us

We may make reasonable changes to trainers, content, exercises, running order, venue within the local area, or delivery method where the overall nature and value of the service are not materially reduced. We will give as much notice as reasonably possible.
If we cancel an activity or make a material change, you may choose a suitable transfer, credit, or refund for the affected service. This does not cover minor changes or a change made because you have not met an eligibility or safety requirement.
We are not responsible for delay or failure caused by events outside our reasonable control. We will contact you as soon as reasonably possible, take reasonable steps to minimise the effect and offer an appropriate rescheduling, credit or refund where the service cannot be provided.

14 Dogs health behaviour and safety

You remain responsible for your dog and its behaviour at all times. You must keep your dog under appropriate control, use a suitable lead or other equipment when instructed, follow reasonable safety directions, and comply with venue rules and applicable law.
Before the service and whenever circumstances change, you must tell us about any behaviour, bite history, aggression, reactivity, fear, injury, medical issue or other fact that could reasonably affect safety, welfare or the suitability of the service. This information allows us to plan appropriate support; it does not necessarily prevent participation.
We may require reasonable safety measures, change how support is delivered, separate a dog from an activity, or stop participation where we reasonably consider this necessary to protect people or animals. If the issue results from information you failed to disclose or your failure to follow reasonable instructions, there will normally be no refund except where required by law.
Training takes place in real environments and may involve other dogs, people, public spaces, ordinary equipment and physical activity. You must assess your own ability to participate safely and tell us about any relevant needs before the service.

15 Children and other participants

Children may participate, but a responsible adult must supervise every person under 18 at all times. The booking customer is responsible for deciding whether participation is suitable, ensuring the supervising adult understands these terms, and ensuring that all participants follow our safety instructions. We do not provide childcare or accept responsibility for supervising children.

16 Training outcomes

We will provide our services with reasonable care and skill. Dog behaviour and training outcomes depend on factors outside our control, including the dog, the household, consistency of practice, the environment and information supplied to us. We do not guarantee a particular outcome or timeframe.
Our services are educational and are not veterinary, medical or legal advice. Where appropriate, we may recommend that you seek assistance from a veterinary surgeon or another suitably qualified professional.

17 Customer responsibility for loss

You are responsible, to the extent permitted by law, for reasonable and foreseeable direct loss, damage or injury caused by your breach of these terms, your negligence, your deliberate or reckless conduct, your failure to follow reasonable safety instructions, or your failure to disclose information about your dog that you knew or reasonably should have known was relevant to safety. This clause does not make you responsible for anything caused by our negligence or breach of contract. You are encouraged to maintain appropriate pet and public-liability insurance.

18 Our liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or breach of rights that cannot lawfully be excluded.
If we fail to comply with the contract, we are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, for loss caused by your breach or negligence, or for business losses arising from a consumer booking.
We are not responsible for personal belongings except where loss or damage is caused by our failure to use reasonable care and skill. Your legal remedies under the Consumer Rights Act 2015 remain unaffected.

19 Online platforms and technical access

Online elements may be delivered through third-party platforms such as Zoom, Facebook or another community or course provider. You are responsible for compatible equipment, internet access and complying with the platform’s terms. We will use reasonable care in providing access but cannot guarantee uninterrupted availability of third-party systems.
If a technical failure within our reasonable control prevents a live online service, we will provide a reasonable alternative, such as rearrangement, replacement access or a recording where appropriate. We are not responsible for a failure caused by your equipment, connection, account or failure to follow access instructions.

20 Intellectual property

All intellectual property rights in our videos, books, workbooks, course materials, methods, branding and other resources remain owned by us or our licensors. We grant you a personal, non-exclusive, non-transferable licence to use supplied materials for your own household’s dog training during the stated access period.
You must not copy, record, reproduce, distribute, publish, sell, share login details, or use our materials to provide training or other commercial services without our prior written permission.

21 Photography recordings and testimonials

We will not rely on these terms as consent to use identifiable photographs, video, audio, Zoom recordings or testimonials for marketing. Where we wish to make or use such material, we will ask for separate, optional consent. Refusing or withdrawing marketing consent will not affect your entitlement to receive the booked service, although withdrawal will not affect lawful use already made before withdrawal.
We may still make recordings or retain information where reasonably necessary for service delivery, safeguarding, security, evidence or legal compliance, provided we have a lawful basis and give any notice required by data-protection law.

22 Personal information

We process personal information in accordance with our privacy policy and applicable data-protection law. The privacy policy explains what we collect, why we use it, how long we retain it and your rights. These terms do not replace the privacy policy.

23 Complaints

If you are unhappy with a service, contact [email protected] as soon as possible with your name, booking details and the issue. We will investigate and respond within a reasonable time. You must give us a reasonable opportunity to put the matter right where that is possible.
Nothing in this section restricts your statutory rights or your ability to seek independent consumer advice.

24 Changes to these terms

The version accepted when you book applies to that booking. We may update these terms for future bookings. For an ongoing membership, we may make reasonable changes by giving advance notice; section 11 explains your right to cancel before a material change takes effect.

25 General legal terms

If any part of these terms is found unlawful or unenforceable, the remaining parts continue in effect. A delay in enforcing a right does not waive it. No person other than you and us has a right to enforce the contract under the Contracts (Rights of Third Parties) Act 1999.
These terms and the contract are governed by the law of England and Wales. If you live in England or Wales, the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts where consumer law permits.

 

Model cancellation form

Complete and return this form only if you wish to cancel a contract for which a statutory cancellation right applies. You may instead send any other clear cancellation statement.
To: Delders Dogs Ltd, 8 Cardiff Way, Kingsmead, Milton Keynes, MK4 4LT; [email protected]
I/We hereby give notice that I/We cancel my/our contract for the following service or goods:
Service or goods: ________________________________________________
Ordered on/received on: __________________________________________
Name of customer(s): _____________________________________________
Address of customer(s): __________________________________________
Signature of customer(s) (only if this form is sent on paper): __________________
Date: __________________