Please read the terms of service carefully; they are for the safety and welfare of all parties involved. By browsing the website or proceeding with my services, you acknowledge that you have read and agreed to the terms and conditions in full. These may also be subject to updates and changes from time to time.

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Provision of Services

1.1   “I” “my”, or “Behaviour Lens” refers to Rachel Johnston and “you” or “your” refers to the person purchasing the services as stated on the invoice.

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1.2    Your dog’s welfare is at the forefront of all services. In alignment with the code of ethics of the APDT, NZ (Association of Professional Dog Trainers, New Zealand) and the APBC, UK (Association of Pet Behaviour Counsellors, United Kingdom) only ethical, science-based training methods which are kind and humane are utilised. 

1.3   Aversive methods and/or equipment that compromise an animal’s welfare or cause stress, fear or anxiety are not permitted. The use of any techniques by you which do not align with this approach will result in the immediate termination of the delivery of any services.

1.4   Behaviour Lens works under veterinary referral for all behaviour cases (i.e. any behavioural issues that extend beyond basic training). A veterinary lead approach is important due to the influence of current or previous medical conditions, pain, or illness on behaviour. Additionally, as a provisional member of the APBC, there is a requirement to work under veterinary referral (section 3.5 APBC professional code of conduct). 

1.5   Packages that may require behavioural support, hence veterinary referral, include Puppy Power, Terrible Teens, Rescue Dog Remedy and Behaviour Box.

1.6   The first point of contact will generally include a discovery call and/or a short on-line form that asks you to provide information about your dog and the key issues that you are experiencing. If Behaviour Lens can help you, your booking will be confirmed following veterinary referral.

1.7   Prior to an in-person consultation, further details will be gathered via a more comprehensive on-line questionnaire. History taking make include a request for video footage if considered to be helpful in preparation for supporting you and your pet. 

1.8   An initial in-person consultation of between 1-2 hours will take place in your home. You will be provided with an initial safety-management and foundations skills action plan. A personalised training plan will be sent by email within 5 days of the home visit. Follow-up in-person consultations are of 30–60 minutes duration depending on the package. A date for these will generally be scheduled during the initial in-person consultation, or via email. 

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1.9   Bookings are confirmed upon payment of the first invoice (60% of the package price), which must be paid prior to the initial in-person consultation. The remaining payment (40%) is required before any further in-person follow up consultations. Payment can also be made in full at the time of booking. Payment and bookings will be confirmed via email.   

1.10   Tailored plans or sessions that are not part of a package will be invoiced within two days of the training session. 

1.11   Most in-person sessions will incur an additional travel cost, currently set at $1.10 per km travelled.

 

1.12   For safety purposes, if you have a dog that displays signs or fear, anxiety or aggression towards people or other dogs this must be disclosed at the time of booking. Reasonable measures must be put in place to ensure the safety of both the dog(s) and people during consultations. 

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Payment and Pricing

2.1   Prices are as advertised on the website and are subject to change. Please view the website for current pricing and further details on the content of services provided.

2.2   Payment must be made as outlined in section 1.9. 

2.3   Payment can be made through on-line banking into the account number stated on the invoice. Otherwise in cash, by prior arrangement, at the time of an in-person consultation or follow up session. 

2.4   Cash payments will be receipted at the time of payment. Receipt of on-line banking payments will be confirmed via email.

2.5   All invoices must be paid in full within 7 days. 

2.6   If invoices are not paid by the due date, interest will be charged for late payment. This is at a rate of 8% from the date payment was due, to the date of actual payment.

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Booking Alterations, Cancellations and Refunds

3.1    Should Behaviour Lens need to reschedule an appointment you will be provided with as much notice as possible. 

3.2    If you need to reschedule an appointment, please make contact by email or phone 48 hours prior to the arranged time and date. If less than 48 hours’ notice is given an administration fee of $25.00 will be charged.

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3.3   If you decide not to proceed with a package or consultation following booking and payment you will receive a refund, minus an administration fee of $40.00. The amount refunded to you will be based on the following:

• If you cancel giving more than 14 days’ notice before your initial in-person consultation, a full refund will be given, minus the administration fee of $40.00.

• If you cancel giving less than 14 days’ notice before your initial in-person consultation, a partial refund will be given based on the time invested in preparation and planning for your consultation, minus the administration fee of $40.00. 

• If you cancel a partially completed package you will receive a partial refund for any follow-up consultations not yet used. Minus the administration fee of $40.00 and the time invested in the preparation, planning and writing of your training and/or behaviour support plans.

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3.4   The number of sessions included in a package must be used within the timeframe stated on the package. Unless by prior agreement, any session not used within the designated timeframe will expire. 

3.5    For group puppy pre-school classes, the dates of each session will be clearly stated at the time of booking. Therefore, no refunds or partial refunds are available if you miss one or more of the puppy pre-school sessions. You will be emailed the homework sheet and information for any missed classes but cannot make up a missed session(s) at a later date/as part of another group class. 

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Complaints     

4.1     Behaviour Lens is committed to providing clients with a high quality of service. If there is any cause for complaint or dissatisfaction with an aspect of the service provided, please contact info@behaviourlens.co.nz. Your complaint will be investigated promptly and thoroughly, and all reasonable measures will be taken to resolve it.    

 

Liability and Limitations

5.1    Please be aware that your dog is solely your responsibility for the duration of the session. Behaviour Lens will not take responsibility for any injury, loss or damage caused by you or your pet. This includes any injury, loss or damage caused to another person, animal or property. 

5.2     No guarantees will be provided regarding training success or behavioural modification. This is because success is contingent on many variables including, but not limited to, the individual dog, their history, temperament, personality and severity of the training or behavioural issue(s). Additionally, owner compliance, skill set and ability.  

5.3     Behaviour Lens will endeavour to support and guide you in your dog’s safety, management, training and/or behaviour modification, but will not be responsible for any actions or inactions you take that deviate from the information provided within the session(s). Nor be liable for any misinterpretation of advice or information given.

5.4    Website testimonials from previous clients are provided independently and do not guarantee a specific result or outcome with your own dog.    

  

Insurance

6.1     Behaviour Lens has adequate professional indemnity and public liability insurance to meet my responsibilities to you, your property and your dog.

Confidentiality 

6.1    Behaviour Lens adheres to professional standards of confidentiality. All personal information provided either through veterinary referrals, completion of client history forms, or additional information gathered during in-person consultations will remain strictly confidential.   

6.2     A summary report will be sent to the referring veterinarian outlining the behavioural issue(s), prognosis and action plan discussed. Your referring veterinarian will be regularly updated and liaised with to ensure the highest standard of care for your dog. All correspondence between Behaviour Lens and your veterinarian will remain confidential. 

6.3     You authorise Behaviour Lens to use your personal information and other information obtained by me to provide such reports to your veterinarian. 

 

Intellectual Property

7.1    Written materials created for client use including workbooks, diaries, training, and behaviour modification plans remain the intellectual property of Behaviour Lens and are for your personal use only. They may not be altered, modified, duplicated, or distributed to third parties without prior written agreement. 

7.2     Where information provided by Behaviour Lens has links to external sources, such as educational You tube clips, written articles, or information on other websites, these remain the intellectual property of the third party, subject to their terms and conditions and are used at your own discretion.

7.3     The Behaviour Lens logo, design, text and graphics are protected by copyright.  

7.4    During consultations, photographs or videos may be taken of you and your dog to assist with understanding aspects of your dog(s) behaviour and for training purposes. By engaging my services, you agree to images being used on the Behaviour Lens website for marketing or educational purposes.

7.5    In providing written feedback, testimonials, or images relating to a service you consent to Behaviour Lens using these for marketing purposes. Additionally, the images and testimonials provided by you do not receive a fee or compensation and are provided free of copyright restrictions.