Terms & Conditions

Terms and Conditions

These Terms and Conditions are for the interest of safety, responsibility and welfare for our clients. We reserve the right to change these terms and conditions at any time. Any changes will take immediate effect and it is the responsibility of our clients to read these.

These Terms and Conditions apply to any and all training and behaviour services, including remote support. Please note that payment for services and remote support implies full agreement with these Terms and Conditions.

Techniques and Handling Methods:

The training techniques and behaviour modification methods suggested or shown to be used by Pet Potential are designed to be kind, fair, force-free and non-aversive. Harsh handling of dogs, physical force and the use of punitive methods/ punishment/ corrections or equipment designed to be aversive (including choke chains, check chains, prong collars, spray collars, e-collars or any other device deemed unacceptable by the trainer/ behaviourist) are not to be used. Pet Potential reserve the right to discontinue working with any pet owner/client who continues to use harsh methods when asked not to.


During training:

All programmes are for individual use and are not permitted to be transferred or transmitted to another person or organisation. Trainees agree not to share any login details, information, downloads, videos or any other course materials outside of their own personal use. All material contained in the Programmes offered is the sole Intellectual Property of Alison Winters and Pet Potential. No reproduction, copying, or distribution of any kind is permitted without prior written permission from Alison Winters. The theft of intellectual property is taken very seriously and we will rigorously defend it using all legal rights. 

Completion of training:

Upon completion of the training programme, you will continue to have access to resources for the time specified as set out at purchase, or until the Programme ceases to run in which case we will give you a minimum of 28 days’ notice.


Any Webinar, Online Course/Programme or Online Classes must be paid for at the point of booking. 

Statutory 14 Day Consumer Contract Regulations:

If you choose to cancel an online course, online programme, online class or webinar booking within 14 calendar days of receiving your booking confirmation, you are entitled to a full refund. Usually, you can cancel by clicking on the appropriate button in the booking confirmation email. However, if this is not possible, you would prefer to communicate with us first or there are any problems, please get in touch with us at hello@petpotential.co.uk and we will cancel the booking for you and issue your refund.

Cancellations, re-arranged bookings and refunds in circumstances outside the 14 day cancellation period are subject to the terms and conditions as set out below, in accordance with our standard terms. For the avoidance of doubt, the cancellation period will expire after 14 days from the date of the order confirmation.

If you are booking services to start within 14 days (i.e. within the statutory cancellation period), we will require express permission from you to start providing the service before the cancellation period ends. You can grant this permission by accepting our Terms and Conditions during the booking process. If you subsequently decide to cancel the contract partway through a package, you will be liable to pay us an amount detailed in our Cancellation details below at the point you communicated your decision to cancel, in comparison to full coverage of the contract.

You will not have the right to cancel a contract where the services have been fully performed.

Voluntary refunds:

(a) If you work through the first module of an online course are not totally happy with it, then we will refund your money. Unless stated otherwise you request needs to have been submitted within 7 days of the course starting or within the Statutory 14 days after purchase.

Progress with your dog requires that you follow the course and do the work. You must demonstrate that you have participated in the Course by accessing course content and starting the methods before requesting cancellation of your course and refund. We may request the submission of completed worksheets, activities and exercises in considering your refund request. A change of mind does not constitute a valid reason for cancellation and request for a refund. In considering your refund we may also charge an admin fee at our discretion.

(a)Requests for refunds must be made in writing to Pet Potential within the defined refund period as listed above at hello@petpotential.co.uk

(b) If you receive your money back you must delete every copy of the product that you have downloaded as well as copies you have placed on other devices or media.

Tickets to Live Webinars are non-refundable but are completely transferable. If you would like your ticket to be transferred to someone else, please email their full name and email address to hello@petpotential.co.uk no less than 2 working days prior to the event.

Live Webinars: Pet Potential reserves the right to change the event at any time, this includes time and date. In the unlikely event that this will happen, every effort will be made to ensure a Live Webinar of an equivalent topic and standard on a similar day and time to the originally planned webinar.


Pet Potential reserves the right to prohibit entry or eject any person from Webinars or online classes based on behaviour deemed inappropriate by Pet Potential staff and/or its agents and others working under its authority.


Cancellations and Refunds:

Payment in full is required when booking a place in a group training class, unless otherwise agreed. After the statutory cancellation period (see above), this payment is non-refundable. Occasionally, where a client is unable to take up their reserved place on a course, their credit may be transferred to another suitable class/ service; this is at the sole discretion of Pet Potential and will be dependent on us having another client to fill your place. We are unable to offer any refunds on missed sessions, but you will receive the handouts with step-by-step guides on the behaviours taught within the course for which you have paid, whether you attended or not.


Pet Potential reserves the right to prohibit entry or eject any person from online classes based on behaviour deemed inappropriate by Pet Potential staff and/or its agents and others working under its authority.


As a member of The Woof Club you agree to a subscription based service which includes recurring payments and therefore membership fees will be taken on a recurring basis.  Payments are subject to the type of membership you have signed up to:

  • The monthly membership will be a recurring monthly charge from the start date of the membership.
  • The annual membership shall be a recurring charge every year from the start date of the membership.

The credit card you have on file in your account will be billed automatically each month or annually, on the same day as your original subscription.  Your subscription will automatically renew either monthly or annually until you cancel.

You can cancel or pause your subscription at any time, simply by emailing hello@petpotential.co.uk. You will have access to The Woof Club content so long as you are actively subscribed.  You will be able to download and keep any PDF materials you have saved to your computer or mobile device before ending or pausing your subscription.


Behaviour consultations are conducted by our clinician Alison Winters MSc (Clinical Animal Behaviour). Occasionally Alison will have someone accompany her on a home visit.  However, you will be asked to approve this beforehand.


The consultation fee includes a home visit or remote-based assessment (or combination of the two), a report detailing the diagnosis and treatment plan, and email or telephone support for 12 weeks (up to a total of four hours’ time on behalf of the behaviour clinician – this may be extended on a discretionary basis).

Following the consultation, pet owners will have the responsibility of updating the clinician every two weeks or before then if needed. If the clinician is not updated for four or more weeks within the support period, an additional chargeable consultation may be needed. This is because it is otherwise difficult for the clinician to assess progress and behaviour maintenance factors, and because the behaviour diagnosis may have changed in the intervening period. Further in-person appointments are not generally required, but if requested and appropriate these are chargeable.

Payment of fees are due by credit or debit card.

A non-refundable deposit of £50 is payable at the time of booking the consultation.  Where a deposit has been paid, the balance of payment is due no later than 48 hours prior to the scheduled appointment date. If full payment is not received at this time, Pet Potential reserve the right to cancel your appointment. If you anticipate a delay in making your final payment, please contact Pet Potential as soon as possible.

Bookings made within 5 days of a scheduled appointment require full balance to be paid to confirm the booking.

Any parking expenditure or congestion charge, if applicable, will be in addition.

There is no travel charge for journeys within 20 miles (one way) of LN5. Outside this radius there will be an additional charge of 45p per mile including return travel.

Cancellations and refunds:

If you need to cancel your appointment please inform Pet Potential allowing 48 hours’ notice. Cancelled appointments with less than the notice period will incur a cancellation charge of 50% of the total fee.

Refunds after a home visit has been carried out cannot be given, and will only be considered if the animal has been re-homed or is no longer in the owner’s possession, and will be at the discretion of Pet Potential. Any decision will be made on a case-by-case basis.

Before a behaviour consultation: 

A behavioural consultation helps to identify the underlying motivation for any unwanted behaviour. A programme will be devised for your needs based on Alison’s behavioural diagnosis and specific to your requirements to help you manage and modify this behaviour. Behavioural issues are often complex having taken time to develop. Therefore, before proceeding it is necessary that any potential underlying medical condition or potential cause of pain that could be contributing to your pet’s behaviour is ruled out. Prior to your appointment you will be required to complete and forward the following:

  • Veterinary Referral Form: To comply with the guidelines of the professional organisations to which Alison belongs to and to rule out any potential underlying medical causes, you are requested to have your Vet complete and sign a Referral Form which we are able to provide you with.
  • Pre-Visit History Questionnaire: This helps build a case history and you should complete this as fully and as honestly as possible, citing examples where necessary.
  • Video footage: You may be asked to provide video footage of your pet’s behaviour on a day-to-day basis as this can aid the consultation process, as it is possible your pet will not perform certain behaviours during Alison’s visit. It is not necessary to provoke your pet into performing the problem behaviour, as she does not need to see the full extent of the behaviour to treat it.

It is important that the above are completed and returned to Pet Potential prior to the consultation. Failure to do so may delay the consultation or incur additional costs due to postponement of the appointment. If you schedule an appointment but do not return all of the prerequisites for a consultation at two days prior to your appointment, Pet Potential reserve the right to cancel your appointment.

During a behaviour consultation: 

The consultation will take place at your home or on a remote basis via video-conferencing. However, Alison may ask to accompany you on a walk. Practical aspects of the programme are included and will be demonstrated to you. Please allow up to 2-3 hours for the consultation, depending on the option.

After a behaviour consultation: 

A detailed report will be emailed and/or posted within 14 days and a copy of the report sent to the referring veterinarian. Aftercare support will be provided by email or telephone for up to 12 weeks, up to a total of four hours’ time on behalf of the behaviour clinician (this may be extended on a discretionary basis). You are encouraged to liaise with Alison after the visit for ongoing support.

Pet behaviour therapy may produce results quickly, but it is often the case that time, commitment and consistency are required. The amount of progress made over time can vary according to the individual pet and owner. Implementing the treatment plan always remains the owner’s responsibility, alongside responsibility for the pet’s welfare and behaviour.

It may be necessary for more complex issues, such as aggression, multiple behaviour problems or for where there are multi-dog households, that follow-up visits are required. Any follow-up visits, should they be required, will be charged accordingly and you will be advised in advance to the cost.

Disclaimer and Waiver of Liability

I understand that working with dogs and modifying behaviour poses a risk of injury, including fatal injury, to other animals and people. I understand that treatment for aggression is not a guarantee of success and modifying behaviour does not assure that the aggression will be successfully controlled. I agree to ensure that necessary steps are taken at all times to prevent injury to myself, my dog(s) and others, including the use of a muzzle and avoidance of situations that might trigger aggressive behaviour.

I agree to indemnify and hold harmless Pet Potential (Alison Winters) against any and all losses, liabilities, judgments, awards and costs (including legal fees and expenses) arising out of, or related to, any claim of injury to persons or property of any kind, whether before, during or after the consultation and when implementing suggested techniques with my dog(s)

It is the responsibility of the owner to ensure that their pet does not cause harm in the future. Precautions may involve, but are not limited to, keeping a dog on lead, the use of a muzzle, informing others of the dog’s aggressive tendencies, not mixing with certain types of people or other dogs, or confinement behind fencing and doors. Owners remain responsible for their dogs at all times and are advised they have adequate pet or household insurance cover for liability in the unlikely event of damage or injury caused by their dog to property or to a third party. It is strongly recommended that your dog is insured for third party liability with or without vet cover.


Bookings and payment:

Payment is required in full before attendance to a class. To ensure you are guaranteed a place on a course, it is advisable to book online. By completing a booking form, you have acknowledged that you are aware of our terms and conditions. Confirmation of your booking will be forwarded by email. It is the client’s responsibility to ensure they arrive at the right venue and at the correct time. Pet Potential reserve the right of attendance for all courses and training services.

We cannot guarantee a place on a course unless prior payment has been made via our online booking or bank transfer. We are no longer able to take cheques or cash as payment. If you request a place on a course without paying by return of a booking form, there is no assurance a space will be available on commencement of the course. We will endeavour to contact you when places are limited.

Where a deposit has been paid, the balance of payment is due no later than 48 hours prior to the scheduled date. If full payment is not received at this time, Pet Potential reserve the right to cancel your booking. If you anticipate a delay in making your final payment, please contact Pet Potential as soon as possible. Bookings made within 2 days of scheduled start date require full balance to be paid to confirm the booking.

Cancellations, refunds and postponements:

Cancellations for a course that has been paid for requires at least 48 hours’ notice. Any refund will incur a £50.00 administration fee. Course fees will not be refunded within 48 hours’ notice of the course starting. We are unable to refund course fees once the course has commenced.

Please notify us beforehand if you will miss a class. Partial refunds for missed classes are not given. Unfortunately, we are unable to provide make up sessions, however we will endeavour to ensure you are able to catch up at your next attendance.

We reserve the right to postpone dates where weather or elements outside of our control cause running of classes not to be possible. Under these circumstances you will be notified by email or phone as soon as possible, and postponed class dates will be rescheduled.

Insufficient numbers booked onto a course may result in a course being postponed or cancelled. In this instance you will be notified of future course dates or offered private tuition. If this is not acceptable a full refund will be given.

Requests for a refund and any cancellations, including for one-to-ones are made at the discretion of Pet Potential and any decision is made on a case-by-case basis.

Classes and Workshops: 

We limit the number of dogs in our classes and workshops to provide the appropriate trainer to dog ratio. Booking in advance guarantees a place on our courses.

You must not knowingly book a dog that shows aggression or nervousness onto a training course, unless it is a specific course that is intended to address these issues. We reserve the right to excuse dogs that are aggressive in class unless we have assessed your dog. If you do not advise us of potential problems and your dog shows aggression in class, you will not be entitled to a refund. Contact us if you are not sure whether a class is suitable for your dog. If you are unsure about the suitability of your dog in class and have not asked us to assess your dog before your attendance, you will not be refunded if your dog is unsuitable for the class you have booked. If we have agreed to your dog attending but the dog is not suited to the class environment, we will offer you alternative arrangements, such as working with you on a one-to-one basis.


When arriving at class please avoid meeting the other dogs on lead. Not all dogs like to be near other dogs when restrained on lead and may react as a consequence. Do not crowd doorways and allow plenty of room for a dog to enter and exit the training establishment. On arrival enter the training establishment when requested and take a seat. Do not allow dogs to play together outside the venue before a class, as this can cause excitement and a lack of attention during the session.

A toilet break before each class will ensure your puppy/dog is empty and comfortable. Please be a responsible dog owner and always clean up after your dog. Take home all used poo bags and do not leave these on the premises or outside in the car park.

For livelier, excitable dogs it can be beneficial to exercise your dog before class with a game or a short walk. Do not over-exercise your dog before a class otherwise they will be too weary.

Please consider others in class and switch off your mobile phone. We ask that you do not hold conversations on your phone during a class. We may occasionally record or take photos for promotional purposes during classes, however please alert us if you do not wish to appear.

What to wear: 

Our training involves practical handling therefore appropriate shoes and clothing is recommended. Please wear comfortable flat shoes for safety reasons, as you will be moving about. You will be required during training to get down on the floor, therefore suitable attire is recommended.

Welfare and safety: 

Please keep to areas of the building designated only for our training purposes. All dogs must be kept under the owner’s control and on a lead, except where specifically instructed by our instructors. You are responsible for the conduct of your dog at all times. Dogs in class must not lunge or bark at other dogs who are present.

We provide a safe and secure environment as practicably reasonable and endeavour to apply good practices with all our training services. We endeavour to run all classes in as safe and professional manner as possible. Pet Potential also takes all reasonable precautions when providing behavioural services to minimise the risk of injury from being bitten. However remote, dog training is not without risk therefore participation in training and behaviour services is at the owner’s risk. Pet Potential or any of its individual assistants, or helpers, will not accept responsibility for any loss, injury or damage to any persons, or dogs attending a course, or to their property howsoever caused during the provision of dog training activities.

All training provided will be by instructors who have been trained by Pet Potential And have been deemed by Pet Potential to have the necessary experience and skills.

Use of information or advice given in connection with the above sessions including but not limited to any liability for errors, inaccuracies, omissions or misleading or defamatory statements. 

Owners are advised to have appropriate pet insurance cover that includes third party liability insurance. Pet Potential has public liability and relevant business insurance to run classes and provide behavioural counselling, providing adequate cover for our business liabilities.

Pet Potential will not take responsibility for misinterpretation of advice. Whilst we hope you find the information and guidance given interesting and informative, the contents are for general information only. We believe the contents to be true and accurate as at the date of the session but can give no assurances or warranty regarding the accuracy, currency or applicability of any of the contents in relation to specific situations and particular circumstances. As such, the contents should not be relied upon and professional advice should be taken in specific cases. In addition, none of the content of the session will form any part of any contract between us or constitutes an offer by us. Specific disclaimers may apply in addition to certain content or parts of the session.

Children in class:

We encourage family members to attend classes. Children are welcome and when encouraged to participate often make competent handlers. Children under 16 years of age must be accompanied by an adult. Children are encouraged to behave appropriately in the presence of unfamiliar dogs and are requested not to run in class, or distract other dogs from working. For safety reasons it is advisable all children are educated in how to approach an unfamiliar dog.
Young children may not find training classes exciting. It can be challenging to supervise young children while training a dog. Very young children can become bored and may need another adult to supervise them. If you provide your children with entertainment during a class, please ensure it is quiet and will not distract the class.

Start times: 

Please arrive in time for each class as latecomers can be disruptive to the other dogs in class. Dogs arriving late can experience stress if barked at by the other dogs. If you are late and we are working dogs off lead, for safety reasons the doors will be locked. Please wait for a convenient moment and we will open the door for you.

Use of aversives: 

You may not use any gadget or device in class that we consider aversive, such as slip leads, pinch collars, spray collars, compressed air canisters, rattle cans or water squirters, or any other device or method that has potential to cause injury, pain or fear. Any owner who continues to use harsh methods when asked not to, will be asked to leave our classes and not return.

Dogs unfit for class: 

Welfare and safety of all dogs is paramount to us. Dogs in an unfit state of health due to illness, disease or injury cannot be brought to class. Do not bring your dog to class if they have been in contact with an infectious disease, such as kennel cough or conjunctivitis. If you are unsure as to whether your dog is well enough to attend, please refer to your Vet. If your dog is unable to attend, you are encouraged to attend the class without your dog so you can maintain continuity of training.

Dogs should be adequately protected by vaccination as advised by your vet and verification may be requested. Puppies can attend our classes from one week after their first vaccination has been administered by a Vet. For all puppies wellbeing verification of vaccination status must be provided. Failure to provide confirmation will result in puppies not being able to participate in a class. Puppies not having completed their vaccination programme must not walk on the ground outside of the venue and are to be carried into and out of the training establishment to and from vehicles.

Bitches in season are not permitted to attend a class. Please notify us if you consider your bitch may come into season during a course. Refunds are not given, although we may offer alternative arrangements, such as deferring to another course.

Change of instructor:

Pet Potential reserves the right to appoint an alternative appropriate training instructor for any workshop, event or course should Alison, or the advertised training instructor be unable to attend, and will not issue refunds or amendments to confirmed participants. We will ensure all participants are informed of any change at the time of event or course.


Intellectual property rights: 

The Pet Potential website and its content, including without limitation the design, text, graphics and all software and source codes connected with the website and its services, are protected by copyright and other intellectual property rights and legislation. In accessing the Website, you agree that you will access the contents solely for your personal, non-commercial use. None of the content may be downloaded, copied, reproduced, transmitted or distributed without the prior written consent of the copyright holder. For downloadable handouts and factsheets, permission is granted for one copy to be printed per owner for personal use. Handouts and factsheets cannot be altered, modified or reworded for further distribution. Photographs, video or any graphics cannot be used without the accompanying text or without obtaining the permission of the copyright holder. Material from this website is for personal use only and is not to be redistributed. To our knowledge the books, DVDs, training devices or equipment sold or promoted via this website are to promote only kind, fair and effective methods. We do not intend to endorse any material that advocates the use of punishment or harsh methods. Opinions and advice given through this website via these materials may not reflect those of Pet Potential.

External links: 

Any external link via this website is provided for convenience. Use of links or their content is at your own risk. Pet Potential is happy to link to other websites however, please contact Pet Potential first before linking to this website.

Please read our separate Personal Data and Privacy Policy carefully.

These Terms & Conditions were last updated: April 2021