1. About these terms and definitions
1.1 These terms apply to every service provided by Lupine Canine Ltd, a company registered in England and Wales, No. 10793834 ("Lupine Canine", "we", "us"). By booking a service, or paying an invoice, you accept these terms.
1.2 In these terms:
Client or you means any customer of Lupine Canine.
Owner means the adult person in charge of and responsible for the dog, usually the person who bought or took ownership of it. Handler means anyone who handles the dog or helps the Owner exercise, maintain or care for it.
Service means any service we provide.
Home Boarding means boarding dogs within normal home environments to reduce the stress of separation and displacement. Dogs are monitored, cared for and exercised daily by our staff. Training may optionally be provided and charged separately.
Dog Taxi means any transport of a dog arranged or carried out by Lupine Canine or its agents.
Dog Training means any session or course of sessions we provide, on or off site, to teach a dog one or more conditioned behavioural responses.
Training Programme means a collection of Training Sessions which, once completed, earns Certification. Training Session means a period of normally one or two hours (shorter if the dog's tolerance requires) in which a dog and/or Handler is trained.
Assessment means the preliminary assessment appointment we hold before any Training Programme.
Milestone Events are points in a Training Programme that mark the dog's progress in understanding routines, commands and responsive behaviour.
Handover means the final Training Sessions in which the Instructor passes all control and technique to the Owner/Handler.
Certification means the award given on completion of all Milestone Events, the final Handover and the final examination, and marks the last day of the Training Programme.
Trainer means any dog trainer working for Lupine Canine. Instructor means our highest level of dog training competence and experience. Kennel Master means a person competent in boarding, training, handler instruction, dog handling, breeding, health and welfare.
Civilian Close Protection Dog, Patrol Dog and Detection Dog have the meanings in section 9.
2. Bookings, assessments and payment
2.1 Assessments. Every Training Programme requires a completed Assessment, booked through Lupine Canine, before it starts. The Assessment fee is payable before the appointment and is non-refundable once the Assessment has taken place.
2.2 Payment in advance. All Services are paid for before they start, and all products before they are supplied, unless we have agreed in writing to invoice in arrears. Dog Taxi fees are settled in advance unless we agree otherwise.
2.3 Monthly invoicing. Clients we have agreed to invoice monthly receive one invoice on the last day of each month for that month's Services, payable on receipt.
2.4 How to pay. Payment is accepted by bank transfer or by debit or credit card through our Customer Portal.
2.5 Overdue invoices. If an invoice is unpaid 7 days after its due date, we may pause or decline further Services, including new boarding admissions, Training Sessions and walks, until the account is settled. Paused Services are not refunded or extended.
2.6 Costs of recovery. Where we must take steps to recover an overdue balance, reasonable recovery costs may be added to the account.
2.7 Acceptance. Payment of any invoice confirms your acceptance of these terms.
2.8 Annual holiday. Lupine Canine closes for its annual holiday each year from 22 December to 18 January. During this period all Services other than Home Boarding and Dog Taxi are postponed. Any Training Programme affected is adjusted appropriately to ensure continuity.
3. Pricing: weekends, bank holidays and discounts
3.1 Weekends and bank holidays. We do not carry out Training Sessions or dog walks on Saturdays, Sundays or bank holidays. Dog Taxi journeys on Saturdays, Sundays and bank holidays are charged at double the standard rate. Home Boarding and day care are charged at the standard rate at weekends and at double the standard rate on bank holidays. All other days are charged at the standard rate.
3.2 No training or walks at weekends or on bank holidays. Training Sessions and walks are carried out on weekdays only, and not on bank holidays.
3.3 Discounts. Only one discount applies to any Service. Where more than one could apply (for example a second-dog discount and a long-stay discount), the single largest discount is used and the others do not apply.
4. Cancellations, changes and refunds
4.1 Notice. Cancellations and changes must be made in writing (email or WhatsApp) at least 72 hours before the first affected day. The 72 hours are counted back from 12:00 noon on that day.
4.2 Changes and partial cancellations. Shortening a booking, removing days, or moving its dates counts as a cancellation of the days affected and is subject to the same notice periods and fees as a full cancellation.
4.3 Fees. A cancellation fee of £100 applies to each booking cancelled or changed with 72 hours' notice or more. With less than 72 hours' notice, the full cost of the affected days is payable. We may waive or reduce these fees at our discretion; a waiver on one occasion does not waive the fee on another.
4.4 Refunds. Refunds, less any fees, are made to the original payment method within 14 days. Where the invoice is unpaid, the fees are invoiced instead.
4.5 Training fees. Training fees are non-refundable and no refund is given once a Dog Training Service has started. If a Service is cut short, a partial refund may be offered at the sole discretion of the Company Director.
4.6 Early collection. If a dog is collected before the booked collection date, we may charge for the full original period.
4.7 Rescheduling assessments and sessions. An Assessment or an individual Training Session can be moved free of charge once, with at least 72 hours' notice. With less notice, or if no one is present at the agreed time and place, the appointment is charged in full and not rescheduled free of charge.
4.8 Late arrival. If a client is late, the appointment still ends at the booked time and is charged in full.
4.9 Cancellation insurance. We recommend you take out insurance to cover the full cost of a booking if you may need to cancel at short notice.
5. Home Boarding
5.1 Charging. Each 24-hour period, or part of one, from the time of admission is charged as a whole day regardless of check-in or check-out time.
5.2 Check-in and check-out. Regular hours are 08:00 to 18:00 Monday to Friday, and 09:00 to 16:30 at weekends and bank holidays. Check-in or check-out outside these hours incurs an additional fee.
5.3 Kennel Cough. Before arrival your dog must have a current Kennel Cough (Infectious Tracheobronchitis) vaccination certificate signed by a veterinary surgeon, given at least 2 weeks before arrival. This is not part of the annual booster. On your vaccination card it appears as "Intrac" (lasts 6 months) or "Nobivac KC" (lasts 12 months). We may refuse admission to a dog without a valid certificate, and no refund is given.
5.4 Parasite treatment. Before arrival your dog must have been treated for parasites and have flea and tick prevention in place. If we know this has not been done, we may administer treatment and invoice the cost.
5.5 Health and season. We may refuse admission to a dog showing signs of ill health, or a bitch in season. If a bitch comes into season during a stay, we may separate her from other dogs for everyone's safety.
5.6 Behaviour. We assess every dog before admission to check it is suitable for non-aggressive socialisation. We cannot guarantee the behaviour or sociability of any dog, and accidents may happen. If a dog is reactive or aggressive to people or other dogs, we may refuse entry or, if admitted, separate it from others.
5.7 Care and supervision. We take all reasonable precautions and supervise dogs at all times, on and off site, and always act in the dog's best interests. We may take dogs outside to public places and parks for toilet, exercise and training.
5.8 Contact details. We need your telephone number, address and email, and those of a nearest relative or reliable friend, in case we cannot reach you. These details are held in compliance with UK GDPR.
5.9 Belongings. We provide everything your dog needs. Items you bring are left at your own risk and we cannot guarantee they will not be damaged or lost.
6. Extensions, overstays and uncollected dogs
6.1 Extensions. A stay can be extended only by written agreement with us, subject to availability, and the request must be made at least 1 day before the original collection date. You must confirm the new collection date in writing within 24 hours of agreeing the extension.
6.2 Open-ended extensions. Until a new collection date is confirmed, each additional day is charged at your normal daily rate, invoiced in advance each week, and we may set a collection date by giving 48 hours' notice.
6.3 Overstays. A dog not collected on the agreed date, with no written extension, is charged at double the daily rate for each 24-hour period until collected.
6.4 Uncollected dogs. If a dog is not collected, we will try to reach you by telephone, email and SMS to arrange a new collection time, and then your relatives or friends. If we cannot reach anyone, we may rehome the dog after 14 days without contact, or take any other action we reasonably consider to be in the dog's best interests. All costs are invoiced to the Owner.
7. Dog walking and Dog Taxi
7.1 Walks. Walks are carried out by Lupine Canine trained walkers on weekdays only; we do not walk dogs on Saturdays, Sundays or bank holidays. Walks are charged at the rate on your invoice. We may decline or end a walk if we judge it unsafe for the dog, the walker or others.
7.2 Charges. Each collection and each drop-off is a separate Dog Taxi journey, charged per dog at the rate on your invoice.
7.3 Time windows. Collections are made between 12:00 and 16:00 and drop-offs between 09:00 and 12:00 unless agreed otherwise. Someone must be available to hand over or receive the dog within the window.
7.4 Failed journeys. If we arrive within the agreed window and cannot collect or return the dog because no one is available, the journey is charged in full and a further journey is charged at the same rate. If a dog cannot be returned, it stays with us at the normal daily rate until a new drop-off is arranged.
7.5 Free or discounted journeys are a courtesy for a specific booking and do not apply to other bookings unless agreed in writing.
7.6 Your dog's condition. If you use the Dog Taxi, you must make sure your dog is in good health and does not suffer from anything that may cause distress, dehydration, or heart or breathing problems in transit.
8. Training programmes
8.1 Methods. All our training techniques are kind, fair and reward/consequence based. Harsh handling, rough treatment, excessive pulling, hitting, kicking and abuse are strictly forbidden during any session and at any other time.
8.2 Equipment. We use the training equipment appropriate for each dog, professionally and humanely, never hurting, distressing, forcing or confusing the dog. Equipment is always demonstrated by experts before the Owner/Handler uses it, and use by the Owner/Handler is at their own risk.
8.3 Sessions. Group sessions have a maximum of 8 clients and each client may bring up to 2 dogs. At least one Instructor or Trainer is present at every session; staff in training or assistants may also attend. We train at various locations, including on and off site, at your home, in public parks, forest, woodland, fields, streets, towns and cities.
8.4 At sessions. Dogs must be kept on a lead unless the Instructor says otherwise. Owners/Handlers must clean up after their dogs, bring bags, and follow local bylaws.
8.5 Children. For health and safety reasons, children under 18 may not attend sessions on site. Young children are welcome at off-site sessions but must be closely supervised and remain quiet and calm. Any number of adult family members may attend.
8.6 Fitness to train. Dogs should be fully vaccinated with boosters and parasite treatments up to date (see section 10). Do not bring a dog that has been in contact with a contagious disease, or a bitch in season. If your dog cannot attend, you are welcome to attend without it.
8.7 Pauses. If training is paused for reasons such as a bitch coming into season, surgery, or a holiday, we may not be able to extend the programme beyond its maximum duration because we book slots months in advance.
8.8 How programmes work. You pay for the Certification of your dog, which may be achieved at any time up to the maximum duration on your invoice. The number of sessions needed is at the Instructor's discretion and depends on the dog's aptitude, not on a fixed time frame. A large part of the maximum duration is reserved for Handover. If the Owner does not attend Handover sessions, the dog is likely to be ready sooner, and Certification will be completed with the Trainer as handler as soon as the dog is ready.
8.9 Your attendance. Owners/Handlers must attend at least 2 Training Sessions during Milestone Events and at least 5 Handover sessions before Certification. Milestone Events are obligatory and we will try to arrange them to suit your schedule. They will be extended if the Instructor feels you need more time, and extra sessions are charged separately. Certification follows the final Handover and examination, and is at the Instructor's discretion.
8.10 Maintenance. After each Milestone Event you must maintain your dog daily at the level reached. After Certification, all rules, commands and routines must continue to be maintained on a daily basis as the Instructor directs. Everyone who interacts with the dog should do so consistently. Failure to maintain them may cause partial or full regression. You should be prepared to adapt your lifestyle and behaviour, as conditioned behaviour depends on a suitable environment.
8.11 No guarantee of results. Dogs are individuals, so success cannot be guaranteed even after an Assessment. We will deliver training to our highest standard at all times. If a dog is unfit to continue, we will offer alternative programmes or advice on what can be achieved.
8.12 Behaviour Modification. Behaviour Modification Programmes attempt to fully rehabilitate unwanted behaviour, but in extreme cases some dogs may not be rehabilitated. We may defer to the dog's veterinary clinic, and may contact the RSPCA or Police if we suspect mistreatment, abuse or criminal handling of a dog (including under the Dangerous Dogs Act 1991).
8.13 K-9 puppies. K-9 puppies sourced by Lupine Canine must be enrolled on a suitable K-9 Programme for enough intellectual stimulation.
9. Working dog programmes
9.1 Civilian Close Protection Dog means a working dog trained to defend the Owner/Handler during excursions and on their property and its borders, the area of which must be agreed in writing with us. We train these dogs to a standard similar to a Military Working Dog and aim for the 98th percentile, as per military requirements. They are trained solely for defensive, less than lethal, purposes and must not be used offensively or for any other purpose.
9.2 Patrol Dog means a working dog trained to patrol and protect the Owner/Handler and their property and its borders, the area of which must be agreed in writing with us. Patrol Dogs must not leave their area of patrol except for health and training maintenance under the strict supervision of a Lupine Canine Instructor or Trainer.
9.3 Detection Dog means a working dog trained for detection for the Owner/Handler. Detection Dogs are trained solely for detection work, and may also receive Close Protection training if assessed able.
9.4 The Owner/Handler. A Civilian Close Protection Dog needs a fully able-bodied Owner/Handler who is legally responsible for the dog's safety, handling, maintenance training and welfare, and for the safety of any other animals or people it meets.
9.5 No warranty of performance. We do not warrant that a certified working dog will protect, patrol or detect in any particular situation, or maintain a particular temperament after Certification, and we are not liable for loss of property if a Detection Dog fails to locate an item. This section does not limit our liability under clause 11.1.
10. Health, vaccination, insurance and disclosures
10.1 Vaccination. Before any Dog Training Service or boarding, including an Assessment, we need to see a current vaccination certificate or pet passport, signed by a veterinary surgeon, showing boosters are up to date. Vaccinations must protect against Distemper, Parvovirus, Hepatitis, Leptospirosis and Parainfluenza. We may refuse a Service to a dog without an up-to-date record, and no refund is given.
10.2 Insurance. Suitable dog insurance details must be provided before the first appointment. Owners/Handlers should keep their own dog insurance for the duration of any Service, and are responsible for veterinary fees if the dog is not insured.
10.3 Missing documents. Without the documents in 10.1 and 10.2 we may postpone or decline the Service, and the cancellation terms in section 4 apply.
10.4 Medical conditions. You must tell us about any medical condition when you book, and give us written details of any medication and regimen before or on the day of drop-off or collection. If we are not told, we may refuse admission or stop the Service, and we cannot administer undeclared medication.
10.5 Your information. You confirm that everything you tell us about your dog is accurate and complete, including any history of biting, aggression, illness or injury, and you will tell us promptly of any change. We rely on this information when accepting a booking.
10.6 Undisclosed behaviour. If a dog shows aggression or a condition that was not disclosed, we may end the Service, separate the dog, or ask for it to be collected at your cost. Fees for the booking remain payable.
10.7 Health checks. We make routine health checks on dogs in our care, including capillary reflex, hydration, sclera, and examination for parasites and external lesions.
10.8 Veterinary treatment. If a dog becomes ill, is injured or is involved in an accident, we may immediately seek veterinary help and will defer to the vet in charge. We will try to contact you, or your nearest adult relative or reliable friend, and seek agreement before treatment. If we cannot reach anyone, we may act in the dog's best interests as the vet advises, without notice. Veterinary fees are invoiced to the Owner and payable before collection. Where veterinary fees cannot be guaranteed before the need for treatment is established, we may decline or end the Service.
11. Liability and responsibilities
11.1 Our responsibility. We take reasonable care of every dog in our care. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for anything else that cannot be limited by law.
11.2 Limit. Otherwise, our total liability for any booking is limited to the fees paid for that booking, and we are not liable for indirect or consequential losses.
11.3 Ordinary risks. Dogs at play, in training, on agility courses or boarding may suffer minor injuries such as cuts, scratches or strains despite reasonable care. We are not liable for these unless they result from our negligence.
11.4 Your responsibility. You are responsible for damage or injury caused by your dog to people, animals or property, and for veterinary costs for your dog, except where caused by our negligence.
11.5 People associated with your dog. We are not responsible for the actions of the Owner/Handler or anyone else associated with the dog, during training or after Certification, or for injury resulting from improper handling or maintenance after Certification.
11.6 Third-party services. Grooming and veterinary services may be provided by third parties, on or off our site. Retail products are supplied under the manufacturers' warranty.
12. General
12.1 Photos and video. We may photograph and film dogs in our care, including during training and exercise, to update owners and for our training records. We may use photographs and video of clients' dogs for marketing, including on our website and social media, but only where the media (a) shows the dog alone and does not identify the owner or any other person; (b) was not recorded at, or in the immediate vicinity of, a client's home; and (c) was recorded either in a public place or within the private grounds of the Nyssa Estate.
12.2 Feedback and disputes. Send feedback to office@lupine-canine.com. If a client creates an unacceptable level of conflict, the Instructor or Trainer will escalate it to Lupine Canine Human Resources for mediation. If mediation fails, we may end the agreement with immediate effect, at our sole discretion, and no refunds are given in these cases.
12.3 Intellectual property. Any instruction we give is our intellectual property. No one who receives it may profit from it in any way.
12.4 Breeders. We offer an advisory service to find suitable licensed breeders and to advise on puppy selection from a recommended licensed breeder (Lucy's Law 2020).
12.5 Weather. In temperatures of 28 degrees Celsius and above, we will cancel Training Sessions because they pose a health risk to dogs. We will also cancel them in heavy rain and high winds, when little progress can be made. On these days, please keep your dog well watered and mentally stimulated.
12.6 Data protection. We comply with the UK GDPR and the Data Protection Act 2018. See our Privacy Policy, or contact office@lupine-canine.com.
12.7 Website. The information on our website is for general information only. We make no representations or warranties about its completeness, accuracy or availability, and any reliance you place on it is at your own risk. We are not liable for any loss arising from use of the website, for links to other websites we do not control, or for the website being temporarily unavailable. Nothing in this clause limits liability that cannot be limited by law.
12.8 Changes to these terms. We may update these terms. The version published on our website when a booking is confirmed applies to that booking.
12.9 Governing law. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.