Thank you for choosing Masley Pets Behaviour. The following are some basic Terms and Conditions between me, ‘Masley Pets Behaviour’ (Emma Masley), and you ‘the Client’. These are intended to protect us both as we work together to get the best possible outcome for your pet.

 

By booking a Behaviour Consultation or Programme with Masley Pets Behaviour, you confirm that you:

• Have read and understood the Terms & Conditions that follow.

• Agree to abide by these Terms & Conditions, including the cancellation and no-refund policy.

• Understand that no behaviourist can guarantee specific results.

 

Terms and Conditions:

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​Travel Policy

• Any travel over 20 miles from my location (Weston-super-Mare) to reach the pre-arranged location of the consultation will incur an additional fee of £0.50 per additional mile, in order to cover expenses.

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Payment and Cancellations

• Payment is expected 3 days prior to your consultation.

• Bookings are confirmed upon receipt of full payment, or an agreed instalment.

• Once a consultation or block of consultations is paid for, they need to be used within 3 months of payment.

• Payment is non-refundable.

• Please provide at least 3 days’ notice if you need to cancel an individual consultation. Cancellations made within this period will not receive a refund.

• If cancellation within 3-days is unavoidable due to critical unforeseen Client circumstances (e.g., illness, emergency) then, at the discretion of Masley Pets Behaviour, the consultation could be rearranged.

• Any cancellations required outside of the 3-day notice period can be rescheduled for the next available time suitable to both parties.  

• If Masley Pets Behaviour need to cancel a consultation due to unforeseen circumstances (e.g., illness, emergency), then the consultation will be rescheduled for the earliest available time suitable to the client.  In the unlikely event that rescheduling is not possible, Masley Pets Behaviour will issue a credit towards a future consultation, or if a future consultation is not viable a refund.

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Client Responsibilities

• You, the Client, will be responsible for the pet's behaviour during and after sessions, including managing aggression.

• A single, or block, of consultations by themselves are unlikely to deliver success without client effort as a result of them. The programme developed from the consultations / advice offered at the consultations requires commitment and follow-through from you, the Client, for best results.

• Behaviour change depends on many factors; success is not guaranteed. 

• While Masley Pets Behaviour uses science-based, ethical methods, no behaviourist can guarantee specific outcomes, as every pet is unique.

• To ensure the programme is successful, you, the Client, shall agree to the following, failure to comply with these responsibilities will likely affect results:

  • Disclose any relevant medical history or behavioural incidents.

  • Ensure your pet is in good health and free from pain.

  • Follow the training and management plan provided.

  • Practice recommended exercises between consultations.

  • Ensure all household members are involved and consistent.

• Some behaviours may initially worsen before improvement is seen, which is part of the learning process.

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Liability

• Masley Pets Behaviour is not liable for injury, damage, or loss caused by your pet before, during, or after the programme. You, the Client remain responsible for your dog at all times.

• Any training or behaviour modification is undertaken at your, the Client’s, own risk.

• You, the Client, confirm that your pet is in good health and has no medical conditions affecting behaviour (unless disclosed). Any medical concerns must be addressed by a veterinarian before training begins.

• Masley Pets Behaviour reserves the right to pause or terminate the programme if we believe medical intervention is required.

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Data Protection and Media

• Reports provided remain the property of the Masley Pets Behaviour.

• Masley Pets Behaviour may collect personal data, including your contact details, pet history, and veterinary information, and you give consent for this.

• Your personal data will be stored and used only for the purpose of providing behaviour support and will not be shared without your, the Client’s, consent. You have the right for such data to be deleted at any time.

• Photos and videos may be taken during consultations for training purposes, educational purposes, or for promotional materials. Your permission shall be specifically sought if Masley Pets Behaviour wishes to use such photos and videos for any purpose (e.g., social media, promotional activities, professional development activities)

 

 

Last updated: 3rd May 2026