1. LEGAL STATUS & SCOPE
1.1 These Master Terms & Conditions (“Master Terms”) govern the relationship between LNC Canine Club Ltd (“the Company”) and any individual or entity engaging the Company’s services (“the Client”).
1.2 LNC Canine Club Ltd is a company registered in England and Wales (Company Number: 15615665) with its registered office at: C/O Gardian Accounting Ltd, 4 Imperial Place, Maxwell Road, Borehamwood, Hertfordshire, WD6 1JN.
1.3 The Company is VAT registered. All prices are inclusive of VAT at the prevailing rate unless otherwise stated.
1.4 These Master Terms apply to all services offered by the Company, including but not limited to: Structured Dog Walking (Solo & Group), Membership Services, Daycare, Licensed Home Boarding, Pet Sitting & Home Visits, Neutrality Walks, Training & Behaviour Programmes, Day Trains, Wedding & Event Chaperone Services, Workshops or Educational Events.
1.5 Each service is subject to its own detailed Service-Specific Agreement, accessible via the Company’s secure online client portal (Time To Pet) or otherwise provided directly by the Company.
1.6 In the event of any inconsistency between these Master Terms and a Service-Specific Agreement, the Service-Specific Agreement shall prevail.
1.7 No booking is confirmed and no services shall commence until: All required registration and disclosure forms are completed; The relevant Service-Specific Agreement is signed; Payment or deposit (where applicable) has been received in accordance with the applicable agreement.
1.8 Continued use of the Company’s services constitutes acceptance of these Master Terms and the relevant Service-Specific Agreement.
1.9 No verbal statement, informal communication, social media message, or WhatsApp correspondence shall vary or override these Terms unless expressly confirmed in writing by an authorised representative of the Company.
1.10 These Master Terms shall be governed by and construed in accordance with the laws of England and Wales, subject to the jurisdiction clause contained herein.
2. CODE OF CONDUCT
2.1 PROFESSIONAL STANDARDS
LNC Canine Club Ltd operates to structured, behaviour-led, premium standards. All services are delivered within clearly defined professional boundaries designed to protect the welfare of dogs, the safety of staff and contractors, the integrity of the Company, and the experience of other clients. Clients are expected to engage with the Company in a manner consistent with these standards.
2.2 RESPECT & ZERO TOLERANCE
The Company maintains a strict zero-tolerance policy toward: Abusive, threatening or aggressive behaviour; Harassment (verbal, written or physical); Discriminatory language or conduct; Intimidation of staff or contractors; Excessive or unreasonable communication; Online hostility or reputational attacks.
Any such behaviour may result in: Immediate suspension of services; Immediate termination without refund; Removal from community groups or events; Refusal of future services; Legal action where appropriate.
2.3 INTERFERENCE WITH SERVICE DELIVERY
Clients must not interfere with the Company’s handling protocols, undermine staff instructions during training or group sessions, encourage unsafe dog interactions, or invite unauthorised third parties to observe or participate without written consent. The Company reserves the right to withdraw services where interference compromises safety or operational standards.
2.4 EVENT & GROUP CONDUCT
Where participating in Neutrality Walks, Group training, Workshops, Events, or Community sessions, clients must: Maintain appropriate control of their dog at all times; Follow instructions immediately; Respect personal space and structured boundaries; Refrain from allowing unsanctioned dog interactions. Failure to comply may result in immediate removal from the session without refund.
2.5 REPUTATION PROTECTION
Clients agree not to publish or communicate false, misleading or defamatory statements regarding the Company, its staff, contractors or services. The Company reserves the right to pursue formal remedies where reputational damage is caused through negligent or malicious conduct. Nothing in this clause restricts lawful consumer rights or the right to provide honest reviews based on genuine experience.
3. REGISTRATION, ONBOARDING & CLIENT RESPONSIBILITY
3.1 REGISTRATION & ACCOUNT CREATION
Prior to the commencement of any service, the Client must complete all required registration forms, provide accurate personal and emergency contact information, submit required veterinary and behavioural disclosures, sign the relevant Service-Specific Agreement, and provide any documentation reasonably requested by the Company. The Company reserves the right to refuse registration or onboarding at its sole discretion.
3.2 ONGOING DUTY OF DISCLOSURE
The Client warrants that all information provided to the Company is true, accurate and complete. The Client must immediately notify the Company of: Behavioural changes; Signs of aggression, reactivity or resource guarding; Medical diagnoses or treatment; Environmental changes affecting the dog; Legal restrictions, warnings or control orders; Changes in household composition affecting behaviour. Failure to disclose relevant information may result in immediate suspension or termination, removal from group services, additional charges, or liability for any resulting injury, damage or loss.
3.3 BEHAVIOUR & SUITABILITY
The Company reserves the right to assess the suitability of any dog for any service at any time. Where a dog is deemed unsuitable due to behaviour, welfare concerns, safety risk or incompatibility, the Company may amend the type of service offered, impose safety conditions, require additional sessions prior to continuation, or refuse services. All suitability decisions remain at the sole discretion of the Company.
3.4 LEGAL RESPONSIBILITY UNDER UK LAW
The Client remains legally responsible for their dog at all times under applicable legislation, including but not limited to: Dangerous Dogs Act 1991, Control of Dogs Order 1992, and Animal Welfare Act 2006. Nothing in this Agreement transfers statutory ownership or legal responsibility from the Client to the Company. The Client agrees to indemnify the Company against claims arising from undisclosed behavioural history, breach of statutory obligations, or failure to maintain appropriate control outside Company services.
3.5 UNDER 18 CLIENTS
Where the Client is under the age of 18, a parent or legal guardian must register and contract on their behalf. The parent or guardian assumes full legal and financial responsibility for the dog and all obligations under these Terms. The Company reserves the right to refuse participation in certain services where appropriate supervision is not provided.
3.6 MULTI-DOG HOUSEHOLDS
Where multiple dogs from the same household are registered, the Client confirms that all dogs have been accurately disclosed and accepts responsibility for interactions between their own dogs during services. The Company shall not be liable for injury arising between dogs from the same household unless caused by proven negligence. The Company reserves the right to separate or refuse services for individual dogs within the same household where suitability differs.
3.7 THIRD-PARTY HANDLER & SERVICE PROVIDER DISCLOSURE
The Client must inform the Company of any third party who has access to the property, walks or trains the dog, or provides pet care services. The Company shall not be liable for behavioural inconsistencies, injuries or incidents arising from third-party handling methods, inconsistent training application, or unauthorised individuals interacting with the dog. Failure to disclose third-party involvement may result in withdrawal of services where safety or consistency is compromised.
4. MEMBERSHIP, PAYMENT & PRICING FRAMEWORK
4.1 MEMBERSHIP STRUCTURE
Certain services operate on a recurring membership basis. The Client agrees to the minimum commitment period specified within the relevant Service-Specific Agreement. Memberships include structured allocations or reserved spaces held for the Client’s benefit. Membership entitlements are non-transferable unless otherwise agreed in writing by the Company.
4.2 MINIMUM COMMITMENT
Where a minimum commitment applies, the Client remains financially liable for the agreed minimum term. Reductions, pauses, or suspensions during the minimum term are not guaranteed and remain at the sole discretion of the Company. Failure to utilise allocated sessions does not relieve the Client of payment obligations.
4.3 PAYMENT OBLIGATIONS
The Client agrees to pay all invoices in accordance with the due date. Invoices are due on the date specified; where no date is specified, payment is due immediately. Failure to make payment constitutes breach of contract, allowing the Company to suspend services, withhold bookings, remove priority spaces, or terminate services.
4.4 LATE PAYMENT FEES & RECOVERY
Where an invoice remains unpaid beyond the due date, the Company may apply a late payment fee of up to 10% of the outstanding balance per day plus administrative costs. The Company further reserves the right to charge statutory interest in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. The Client agrees to reimburse the Company for debt recovery costs, legal fees, and administrative time incurred in pursuing unpaid balances.
4.5 PRICING VARIATIONS & ADJUSTMENTS
The Company reserves the right to amend pricing structures, membership tiers, or service inclusions. Where pricing adjustments affect recurring memberships, a minimum of 30 days’ written notice will be provided. Continued use of services after notice constitutes acceptance of revised pricing.
4.6 VAT & SURCHARGES
The Company is VAT registered. Prices are inclusive of VAT unless otherwise stated. The Company reserves the right to apply Bank Holiday surcharges, out-of-hours fees, event-based surcharges, or additional safety fees where reasonably required.
5. PAYMENT PROTECTION & CHARGEBACKS
5.1 DISPUTED TRANSACTIONS
Where a Client disputes a payment, the Client must notify the Company directly in writing before initiating a chargeback or payment reversal through their bank. The Company will investigate and respond to legitimate billing concerns within a reasonable timeframe.
5.2 UNLAWFUL OR UNJUSTIFIED CHARGEBACKS
If a Client initiates a chargeback without lawful basis, including where services have already been delivered or the charge relates to agreed cancellation terms or minimum commitments, the Client remains contractually liable for the full outstanding balance.
5.3 ADMINISTRATIVE & RECOVERY COSTS
Where a chargeback is initiated, the Company reserves the right to immediately suspend all current and future services, and the Client shall be liable for any administrative, merchant processing, legal or recovery costs incurred as a result of the dispute.
5.4 RECOVERY & ENFORCEMENT
If a payment provider reverses funds, the amount becomes immediately due and payable. The Company may pursue recovery through formal debt collection channels. Interest and recovery costs may be added in accordance with Section 4.4.
5.5 GOOD FAITH PROTECTION
Nothing in this section prevents a Client from raising a genuine billing error. However, initiating a chargeback without first allowing the Company reasonable opportunity to address the concern may constitute breach of contract.
6. CANCELLATIONS, NOTICE PERIODS, ABSENCE RETAINERS & TERMINATION
6.1 SERVICE-SPECIFIC CANCELLATION TERMS
Each service operates under its own cancellation, notice and termination terms as set out within the relevant Service-Specific Agreement. Cancellation windows vary, deposits may be non-refundable, and certain services may require extended notice periods.
6.2 CLIENT CANCELLATIONS
Where the Client cancels a service, the applicable notice period and financial liability shall be determined by the relevant Service-Specific Agreement. Failure to provide required notice does not relieve the Client of payment obligations.
6.3 ABSENCE, HOLIDAYS & RETAINERS
Where recurring services are paused due to Client holidays or temporary absence, an absence retainer may apply. Failure to pay an applicable retainer may result in loss of reserved space or priority allocation.
6.4 COMPANY-INITIATED SUSPENSION OR TERMINATION
The Company reserves the right to suspend or terminate services immediately where payment is outstanding, safety is compromised, disclosures were withheld, or the Code of Conduct is breached. No refund shall be issued unless required by law.
6.5 NOTICE OF TERMINATION
Where a service requires formal notice, it must be provided in writing. Services and payment obligations continue during the notice period unless otherwise agreed.
6.6 NO WAIVER
Any decision by the Company to exercise discretion or reduce fees in one instance shall not constitute a waiver of future enforcement rights.
7. REFERRAL SCHEME, DISCOUNTS & PROMOTIONAL OFFERS
7.1 REFERRAL SCHEME
The Company may operate a referral scheme. Referred Clients must complete onboarding and satisfy any minimum commitment before rewards are issued. Referral rewards are non-transferable, cannot be exchanged for cash, and will be void if the referred Client cancels during a minimum term or initiates a chargeback.
7.2 DISCOUNTS & PROMOTIONAL OFFERS
From time to time, the Company may offer introductory discounts or promotional pricing. Discounts cannot be combined or applied retrospectively and standard pricing resumes automatically after the stated promotional period.
7.3 NO AUTOMATIC GUARANTEES
Unless expressly set out in writing, the Company does not offer automatic money-back guarantees, guaranteed behavioural outcomes, or refunds based solely on subjective dissatisfaction. Any ex-gratia adjustment does not create precedent.
7.4 ABUSE OF OFFERS
The Company reserves the right to revoke promotional benefits where fraudulent activity is suspected, referral manipulation is identified, or the Client is in breach of these Terms.
8. TRAINING & BEHAVIOUR DISCLAIMER
8.1 PROFESSIONAL STANDARD OF CARE
The Company provides training and development services using professional skill and industry-informed methodology in good faith and in accordance with a structured, behaviour-led framework.
8.2 NO GUARANTEE OF SPECIFIC OUTCOMES
The Client acknowledges that canine behaviour is influenced by variables including genetics, environment, and household consistency. Accordingly, the Company does not guarantee specific behavioural outcomes, elimination of all unwanted behaviours, or fixed timelines for progress.
8.3 CLIENT IMPLEMENTATION RESPONSIBILITY
Meaningful progress depends on consistent implementation of guidance. The Client accepts responsibility for practising exercises as instructed and ensuring all household members follow guidance. Failure to implement recommendations does not constitute breach of contract by the Company.
8.4 ENVIRONMENTAL & EXTERNAL INTERFERENCE
The Company shall not be liable for regression or behavioural deterioration arising from inconsistent reinforcement, intervention by third-party trainers, or stressors outside Company control.
8.5 NO REFUND FOR SUBJECTIVE DISSATISFACTION
Dissatisfaction based solely on perceived pace of progress or subjective expectations shall not constitute grounds for refund unless required by law.
8.6 RISK OF INHERENT BEHAVIOURAL VARIABILITY
The Client acknowledges that all dogs are sentient animals with individual profiles and unpredictable behaviour. Training aims to manage and reduce risk but cannot eliminate all risk.
9. LIMITATION OF LIABILITY
9.1 NOTHING EXCLUDED BY LAW
Nothing in these Master Terms shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any matter which cannot be excluded or limited under applicable law.
9.2 EXCLUSION OF INDIRECT LOSS
Subject to Section 9.1, the Company shall not be liable for indirect or consequential loss, loss of opportunity, loss of profit, or loss arising from undisclosed history or third-party involvement.
9.3 FINANCIAL LIABILITY CAP
Subject to Section 9.1, the Company’s total liability in connection with any claim shall be limited to the total fees paid by the Client for that specific service during the period giving rise to the claim.
9.4 INHERENT ANIMAL RISK
The Client acknowledges that interaction between dogs and outdoor environments carries inherent risk. The Company shall not be liable for injuries arising from normal, supervised canine interaction unless caused by proven negligence.
9.5 CLIENT INDEMNITY
The Client agrees to indemnify the Company against claims or losses arising from undisclosed behavioural history, breach of statutory obligations, or failure to comply with these Terms.
10. CONTRACTOR SUBSTITUTION & STAFFING
10.1 SERVICE DELIVERY STRUCTURE
The Client acknowledges that services are provided by LNC Canine Club Ltd as a business entity. The Client contracts with the Company, not with any named employee or contractor personally.
10.2 ALLOCATION OF PERSONNEL
The Company reserves the right to assign, reassign or substitute any employee or contractor to deliver services at its discretion for scheduling, illness, or business continuity needs. Such changes shall not constitute breach of contract.
10.3 VETTED PERSONNEL
All staff and contractors engaged by the Company are appropriately vetted, suitably trained, and covered under the Company’s insurance arrangements. The Company remains responsible for the overall provision of services.
10.4 NO RIGHT TO SPECIFIC HANDLER
The Client does not have a contractual right to a specific handler. Where a preferred handler is unavailable, the Company may provide a suitable alternative.
10.5 REFUSAL OF ASSIGNED PERSONNEL
If the Client refuses access to an assigned authorised representative without reasonable grounds, the service may be treated as cancelled and standard cancellation terms may apply.
11. INSURANCE & COMPLIANCE
11.1 COMPANY INSURANCE
The Company maintains appropriate Public Liability, Professional Indemnity, and Care, Custody & Control cover. Proof of insurance may be made available upon reasonable request.
11.2 REGULATORY COMPLIANCE
The Company operates in accordance with the Animal Welfare Act 2006, the Dangerous Dogs Act 1991, local authority licensing, and Public Space Protection Orders (PSPOs).
11.3 CLIENT INSURANCE RESPONSIBILITY
The Client is responsible for ensuring that their dog is adequately insured and that their home insurance provider is informed where third-party access is granted. The Company shall not be liable for losses arising from the Client’s failure to maintain appropriate insurance.
11.4 COMPLIANCE WITH LAW
The Client warrants that their dog is legally owned by them, compliant with microchipping regulations, and not subject to any undisclosed control order. Failure to comply may result in immediate termination of services.
12. INTELLECTUAL PROPERTY, RECORDING, MEDIA & REDISTRIBUTION
12.1 OWNERSHIP OF INTELLECTUAL PROPERTY
All intellectual property belonging to the Company, including training methodologies, programme structures, written guides, branding, and media content, remains the exclusive property of LNC Canine Club Ltd.
12.2 PERMITTED USE
Materials provided to the Client are for personal, non-commercial use only. The Client may not reproduce, distribute, or share training documents with third parties, or repurpose materials for commercial use.
12.3 RECORDING OF SERVICES
The Client may not record training sessions, consultations, or group sessions without prior written consent. Where recording is permitted, content must not be edited in a misleading manner or redistributed for commercial purposes.
12.4 SOCIAL MEDIA & PUBLIC SHARING
Clients must not misrepresent Company methods, publish confidential programme materials, or edit video in a way that damages the Company’s reputation. The Company reserves the right to request removal of content that breaches these Terms.
12.5 COMMERCIAL MISUSE
Unauthorised commercial use of the Company’s intellectual property may result in immediate termination of services and formal legal action for damages.
12.6 MEDIA CAPTURED BY THE COMPANY
All media captured by the Company remains its property. The Company may use media for marketing and educational purposes, subject to data protection legislation. Clients may opt out of promotional use in writing.
13. CCTV, BODY CAMERAS & GPS TRACKING
13.1 CLIENT CCTV & RECORDING DEVICES
The Client must inform the Company in advance of any CCTV, audio recording devices, or tracking devices attached to the dog. Failure to disclose such devices may result in suspension of services. The Client warrants that they have lawful authority to operate these devices.
13.2 COMPANY USE OF BODY-WORN CAMERAS
The Company may utilise body-worn cameras for safety and accountability. Footage may be used for reviewing incidents or investigating complaints and will be handled in accordance with the Company’s Privacy Policy. The Company is not obligated to provide copies of footage unless required by law.
13.3 GPS TRACKING
The Company may use GPS tracking devices during service provision for safety assurance and welfare tracking. The Company reserves the right to attach a Company-owned tracking device to a dog during services.
13.4 CLIENT TRACKING DEVICES
Where a Client attaches a personal tracking device, the Company may temporarily deactivate it during collection and transport for operational security. The Company shall not be liable for technical failure of third-party tracking devices.
13.5 DATA PROTECTION
All surveillance and tracking data is processed in accordance with UK GDPR and the Company’s Privacy Policy. Data will only be retained for as long as reasonably necessary for business purposes or legal compliance.
14. COMMUNITY GROUP COMMUNICATIONS
14.1 GROUP COMMUNICATION PLATFORMS
The Company may operate community platforms like WhatsApp groups. Participation is voluntary unless stated as part of a structured programme.
14.2 VISIBILITY OF PERSONAL INFORMATION
By participating, the Client acknowledges that their name and phone number may be visible to other members. The Company does not control private interactions and is not liable for peer-to-peer communication conducted outside official moderation.
14.3 EXPECTED CONDUCT IN GROUPS
Participants must communicate respectfully and avoid giving conflicting advice or promoting external businesses. The Company reserves the right to remove any participant from a group at its discretion.
14.4 MODERATION RIGHTS
The Company reserves the right to delete messages, remove participants, or close groups where conduct is deemed inappropriate or inconsistent with Company standards.
14.5 DATA PROTECTION
Clients participate at their own discretion and may request removal from group communications at any time in writing. These platforms are operated via third-party providers with their own independent data policies.
15. HEALTH & EMERGENCY CARE
15.1 HEALTH DISCLOSURE
The Client warrants that their dog: Is fit to participate in the relevant service; Is free from contagious illness unless disclosed; Has disclosed all relevant medical history; Is not suffering from any condition that would reasonably affect safety or welfare.
The Client must notify the Company immediately of any: Illness; Injury; Veterinary treatment; Change in medication; Signs of infectious disease. The Company reserves the right to suspend or refuse services where a health risk is identified.
15.2 EMERGENCY VETERINARY TREATMENT
In the event of illness or injury during service provision: The Company will make reasonable efforts to contact the Client using the details provided. If the Client cannot be reached and urgent care is required, the Client authorises the Company to seek veterinary treatment without prior consent.
Treatment may be sought at: The Client’s nominated veterinary practice; or An alternative veterinary provider where reasonably necessary.
15.3 AUTHORITY TO ACT IN THE DOG’S BEST INTEREST
Where immediate decisions are required to protect the welfare of the dog, and the Client cannot be contacted: The Client authorises the Company to act in the dog’s best interest.
Where a qualified veterinary surgeon advises that euthanasia is necessary to prevent undue suffering and contact cannot be established in time, the Client authorises the Company to consent to such action on their behalf. The Company will make reasonable efforts to contact the Client and emergency contacts prior to such decision.
15.4 VETERINARY & ASSOCIATED COSTS
The Client agrees to: Cover all veterinary fees; Reimburse transport costs; Cover emergency call-out charges; Pay any associated treatment costs incurred during service delivery. Payment is due immediately upon invoice.
15.5 INHERENT RISK ACKNOWLEDGEMENT
The Client acknowledges that: Interaction with other dogs carries inherent risk; Outdoor environments contain unpredictable elements; Even under supervision, minor injuries may occur. The Company shall not be liable for minor injuries arising from normal supervised canine interaction unless caused by proven negligence.
16. ABANDONMENT & FAILURE TO COLLECT
16.1 FAILURE TO COLLECT
Where a dog is not collected at the agreed time following: Home Boarding; Daycare; Extended care services; Event-based services; The Company will make reasonable efforts to contact: The Client; The nominated emergency contact(s).
16.2 ADDITIONAL CHARGES
Where collection is delayed: Additional daily care charges will apply; Any additional transport, supervision or accommodation costs will be payable; Late collection fees may be applied where specified in the Service-Specific Agreement. Payment for additional care is due immediately upon invoice.
16.3 TEMPORARY UNCONTACTABLE CLIENT
If the Client and emergency contacts cannot be reached within 24 hours of failed collection: The Company may arrange alternative licensed boarding or care at the Client’s expense; The Company may take reasonable steps to safeguard the welfare of the dog. All costs incurred shall be recoverable from the Client.
16.4 EXTENDED NON-COLLECTION
If a dog remains uncollected and the Client is uncontactable for a period of 7 days: The Company reserves the right to seek advice from relevant authorities; The Company may pursue recovery of outstanding sums through legal channels; The Company may take lawful steps necessary to protect the welfare of the dog. This clause does not transfer ownership of the dog to the Company.
16.5 OUTSTANDING PAYMENT DURING CARE
Where payment becomes overdue while the dog is in the Company’s care: The Company may retain possession of the dog until outstanding balances are settled, subject to applicable law; Ongoing care charges will continue to accrue; The Company may pursue formal recovery action.
17. TRANSPORT & SAFETY
17.1 VEHICLE TRANSPORT
Where services require transportation of the dog, the Client acknowledges and agrees that: Dogs may be transported in Company-owned or authorised vehicles; Dogs may be secured using crates, harnesses, tethers or other restraint systems deemed appropriate by the Company; Transport arrangements are determined solely by the Company in accordance with safety and welfare considerations.
The Company will take reasonable precautions to ensure safe transport but cannot guarantee against risks inherent in road travel.
17.2 USE OF RESTRAINTS
For safety and legal compliance: Dogs may be transported in secured crates, harnesses, tethers or other restraint systems deemed appropriate by the Company. Dogs may be walked using company-approved equipment; Equipment selection remains at the Company’s discretion unless otherwise agreed in writing.
The Client must provide safe, well-maintained and appropriately fitted equipment where required. The Company reserves the right to refuse use of equipment deemed unsafe.
17.3 INHERENT RISK OF TRANSPORT
The Client acknowledges that: Road travel carries inherent risk; Traffic incidents are outside the Company’s control; Delays may occur due to traffic, roadworks, weather or emergencies. The Company shall not be liable for delays or disruption caused by circumstances beyond its reasonable control.
17.4 COLLECTION & ACCESS
The Client must ensure: Safe and legal access to the property; Adequate parking availability; Disclosure of height restrictions or vehicle access limitations; Disclosure of road closures or restrictions affecting access. Where access cannot be safely gained: The service may be cancelled; Standard cancellation terms may apply; Full fees may remain payable.
17.5 WELFARE-BASED ADJUSTMENTS
The Company reserves the right to: Shorten or modify walks for safety reasons; Alter routes based on environmental risk; Suspend transport where conditions are unsafe; Refuse group inclusion if behaviour compromises safety. Such adjustments do not constitute breach of contract.
18. EXTREME WEATHER
18.1 WELFARE PRIORITY
The Company prioritises the health, safety and welfare of dogs in its care. Where extreme or adverse weather conditions arise, including but not limited to: Heatwaves; Snow or ice; Storm conditions; Flooding; High winds; Severe temperature fluctuations; The Company reserves the right to modify, shorten, reschedule or cancel services where reasonably necessary.
18.2 SERVICE MODIFICATION
Where services are modified for welfare reasons, this may include: Shortened walks; Enrichment visits in place of full walks; Indoor stimulation sessions; Adjusted collection times; Altered routes or shaded areas. Modified services shall still be considered fulfilment of the scheduled service. Full service fees remain payable unless otherwise stated in the relevant Service-Specific Agreement.
18.3 CLIENT-REQUESTED CANCELLATION DUE TO WEATHER
Where the Company determines that services remain operational but the Client elects to cancel due to weather: Standard cancellation terms shall apply in accordance with the relevant Service-Specific Agreement.
18.4 COMPANY SUSPENSION OF SERVICES
Where weather conditions pose unacceptable risk to staff or dogs, the Company may suspend services temporarily. Where suspension is short-term and for safety reasons: The Company shall not be deemed in breach of contract; Refunds or credits shall not automatically apply unless required by law. Extended suspension scenarios are addressed under Section 19 (Force Majeure).
19. FORCE MAJEURE
19.1 DEFINITION
The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay arises from events beyond its reasonable control (“Force Majeure Event”). Force Majeure Events may include, but are not limited to: Acts of God; Extreme weather events; Flooding or natural disasters; Fire or property damage; Pandemic, epidemic or public health emergency; Government restrictions or legislative changes; National or local lockdowns; Civil unrest or terrorism; Industrial action; Utility failure; Road closures; Staff illness.
19.2 SUSPENSION OF SERVICES
Where a Force Majeure Event occurs: The Company may suspend, modify or delay services; The Company shall not be deemed in breach of contract; Immediate refunds shall not automatically apply unless required by law. The Company will take reasonable steps to resume services as soon as practicable.
19.3 EXTENDED DISRUPTION
Where a Force Majeure Event results in suspension exceeding 14 consecutive days: The Company may, at its discretion, offer a partial credit toward future services; Such credit does not create contractual entitlement unless expressly agreed in writing.
19.4 NO LIABILITY FOR CONSEQUENTIAL LOSS
The Company shall not be liable for losses arising from Force Majeure Events, including loss of opportunity or disruption to Client plans.
20. COMPLAINTS PROCEDURE
20.1 RAISING A COMPLAINT
If the Client is dissatisfied with any aspect of service delivery, the Client must notify the Company in writing within 7 calendar days of the issue arising. Complaints must be submitted to complaints@lnccanineclub.co.uk and include: Client name; Dog’s name; Service type; Date of incident; Full description of the concern; Any supporting evidence.
20.2 ACKNOWLEDGEMENT & INVESTIGATION
Upon receipt of a formal complaint, the Company will: Acknowledge receipt within 3–5 working days; Conduct an internal review; Respond with findings and proposed resolution within 14 working days where reasonably practicable. The Company reserves the right to review internal records, including GPS data or body camera footage; Interview staff; Request additional information.
20.3 RESOLUTION
Where appropriate, the Company may offer: Clarification; Remedial action; Service adjustment; Discretionary goodwill gesture. Any goodwill resolution does not constitute admission of liability.
20.4 PUBLIC STATEMENTS
The Client agrees to allow the Company reasonable opportunity to investigate and respond to a complaint before publishing or circulating allegations publicly. Nothing in this clause prevents the Client from exercising lawful consumer rights or leaving honest reviews based on genuine experience.
20.5 ESCALATION
If a complaint cannot be resolved informally, both parties agree to attempt resolution in good faith prior to pursuing formal legal remedies. Jurisdiction remains as defined in Section 22 (Governing Law).
21. AMENDMENTS & VARIATIONS
21.1 RIGHT TO AMEND
The Company reserves the right to amend, update or vary these Master Terms at any time in order to reflect: Changes in legislation; Operational developments; Service expansion; Pricing adjustments; Risk management considerations; Technological changes.
21.2 PUBLICATION OF UPDATED TERMS
Updated versions of these Master Terms will be published on the Company website, made available via the client portal, and/or notified directly to Clients. The latest published version shall supersede all previous versions.
21.3 NOTICE OF MATERIAL CHANGES
Where amendments materially affect ongoing memberships: The Company will provide reasonable written notice (minimum 30 days where applicable). Continued use of services after notification constitutes acceptance of the revised Terms.
21.4 NO INFORMAL VARIATION
No variation requested by the Client shall be binding unless agreed in writing by an authorised representative of the Company. Informal communications or verbal agreements shall not override these Master Terms.
21.5 SEVERABILITY
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
22. GOVERNING LAW & JURISDICTION
22.1 GOVERNING LAW
These Master Terms and any Service-Specific Agreement shall be governed by and construed in accordance with the laws of England and Wales.
22.2 JURISDICTION
The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to hear and determine any dispute arising out of or in connection with these Master Terms, any Service-Specific Agreement, or the provision of services.
22.3 NO WAIVER
Any delay or failure by the Company to enforce any provision of these Terms shall not constitute a waiver of that provision or any other right.
22.4 ENTIRE AGREEMENT
These Master Terms, together with any applicable Service-Specific Agreement, constitute the entire agreement between the parties and supersede any prior discussions, representations or understandings.