Terms and Conditions for Pet Behaviour Consultations

1. Introduction

These terms and conditions govern the provision of pet behaviour consultation services by Mat Ward ("Consultant") to the client ("Client"). By engaging the Consultant's services, the Client agrees to be bound by these terms and conditions.

2. Services

The Consultant provides professional advice and guidance on animal behaviour and training. The Consultant does not provide veterinary medical advice.

3. Cancellation or postponement

If the Client needs to cancel or postpone:

Less than 7 days’ notice: £150 cancellation fee

Less than 48 hours’ notice: full fee applies

In the unlikely event that the Consultant needs to cancel or postpone, the Client will be offered a rescheduled appointment or a full refund.

4. Client Responsibilities

• Accurate Information: The Client is responsible for providing the Consultant with accurate and complete information about their pet's behaviour history, health, and environment.

• The Client acknowledges that withholding, misrepresenting, or failing to disclose pertinent details, such as previous aggression, medical conditions, or behavioural concerns, may pose a significant risk to the safety of the practitioner, the Client, the animal, and others.

• Under the Animal Welfare Act 2006, all animal owners and keepers have a legal duty of care to ensure the welfare of their animals and to prevent harm to others. In the case of dogs, the Dangerous Dogs Act 1991 and related legislation impose additional responsibilities to prevent a dog from being dangerously out of control. Failure to provide honest and complete information may result in the termination of services without refund. The Consultant accepts no responsibility for consequences arising from such omissions. The Consultant accepts no responsibility for consequences arising from such omissions. The Client accepts full responsibility for any legal repercussions that may arise from undisclosed behavioural issues or other relevant factors.

• Implementation: The Client is solely responsible for implementing the advice and training techniques provided by the Consultant. The Consultant is not liable for the Client's failure to implement the advice or for any modifications made to the advice without the Consultant's explicit consent. The Client is encouraged to contact the Consultant with any questions about the advice to ensure it is implemented safely and effectively.

• Animal Welfare: The Client is responsible for ensuring the welfare and safety of their pet at all times. The Client agrees to use only humane and ethical training methods and to prioritise their pet's physical and emotional well-being.

• Supervision: The Client is responsible for supervising their pet during and after implementing the Consultant's advice, especially in situations involving interactions with people, other animals, or property. This includes ensuring appropriate management to prevent injury or damage.

5. Disclaimer of Guarantees

• No Guaranteed Outcomes: Animal behaviour is complex and influenced by various factors. The Consultant is committed to providing evidence-based, compassionate guidance tailored to each case, but cannot guarantee specific behavioural outcomes.

• Inherent Risks: The Client acknowledges that despite the Consultant's advice, there is always an inherent risk of unpredictable behaviour from animals, which may lead to injury to people, other animals, or property. The Consultant is not responsible for any such injuries or damages.

6. Limitation of Liability

• Indirect Damages: The Consultant is not liable for any indirect, consequential, or incidental damages arising from the Client's use of the Consultant's services or advice.

• Maximum Liability: The Consultant's total liability to the Client for any claim arising from these terms and conditions shall be limited to the total fees paid by the Client to the Consultant for the specific consultation in question to the extent permitted by applicable law.

7. Indemnification

The Client agrees to indemnify and hold harmless the Consultant from any and all claims, losses, damages, liabilities, costs, and expenses (including legal fees) arising from the Client's use of the Consultant's services or advice, except to the extent such claims are caused by the Consultant's gross negligence or willful misconduct.

8. Governing Law

These terms are governed by New Zealand law, regardless of the Client’s country of residence. Any dispute arising from these terms and conditions shall be subject to the exclusive jurisdiction of the courts of New Zealand.

9. Entire Agreement

These terms and conditions constitute the entire agreement between the Consultant and the Client with respect to the subject matter hereof and supersede all prior agreements. Any changes must be made in writing and agreed by both parties.

10. Severability

If any provision of these terms and conditions is held to be invalid or unenforceable, such provision shall be struck from these terms and conditions and the remaining provisions shall remain in full force and effect.

11. Recording and Use of Case Information (if applicable)

Consultations may be audio or video recorded with the Client’s verbal permission at the time of the session. Recordings are used solely for case documentation and accuracy of reporting. Any recording will be deleted within one week, and only a written transcript of the consultation will be retained by the Consultant.

Privacy Policy

Last updated: 9 June 2025

This Privacy Policy explains how your personal data is collected, used, and protected when you engage with Mat Ward, Clinical Animal Behaviourist, trading as Pet Behaviour Sorted ("we", "us", "our"). We are committed to handling your data responsibly, transparently, and in accordance with the General Data Protection Regulation (GDPR).

1. What Information We Collect

We may collect the following types of personal data:

a. Contact and Identity Details

  • Name

  • Email address

  • Phone number

  • Address

b. Pet Behaviour and Health Information

  • Details provided in consultation questionnaires

  • Medical, behavioural, and environmental history of your pet

c. Session Data

  • Written notes and summaries from consultations

  • Audio or video recordings of consultations (with your explicit consent)

  • Transcripts of recorded consultations

d. Website Data

  • Cookies and usage data (e.g. IP address, browser type) if using our website www.petbehavioursorted.com

  • Enquiry form submissions

2. How We Use Your Data

Your personal data is used solely for the purposes of providing and improving our behaviour consultation services, including:

  • Preparing case assessments and behaviour reports

  • Communicating with you before and after the consultation

  • Following up on your pet’s progress

  • Ensuring legal, ethical, and professional compliance

  • Internal case documentation

With separate consent, anonymised data may be used for:

  • Professional education and case studies

  • Improving service quality

  • Scientific research or publication (non-identifiable)

3. Legal Basis for Processing (GDPR)

We process your data under the following lawful bases:

  • Contractual necessity: To provide the service you request

  • Legal obligation: To comply with relevant animal welfare and public safety laws

  • Legitimate interest: To operate, protect, and improve our services

  • Consent: For optional activities such as recording consultations or using anonymised case material

4. Data Storage and Security

  • All personal data is stored securely using encrypted, password-protected systems.

  • Audio/video recordings are deleted within 7 days of the session, unless otherwise agreed.

  • Transcripts and case notes are retained for a minimum of 7 years, in line with professional guidelines.

5. Sharing of Data

We do not sell, rent, or trade your personal data. We may share information only with:

  • Your referring veterinarian or other professionals involved in your pet’s care (with your consent)

  • Legal or regulatory authorities if required by law

6. Your Rights Under GDPR

If you are located in the UK or EU, you have the following rights:

  • Access: You can request a copy of your data

  • Correction: You can ask us to update inaccurate or incomplete data

  • Erasure: You can ask us to delete your data in certain circumstances

  • Restriction: You can ask us to limit processing

  • Objection: You can object to certain types of processing

  • Data portability: You can request a copy of your data in a structured format

To exercise these rights, please contact us using the details below.

7. Cookies and Website Tracking

Our website may use cookies or similar tracking technologies to analyse traffic and improve your browsing experience. You can manage your cookie preferences through your browser settings.

8. Data Retention

  • Client consultation records are retained for at least 7 years.

  • Email communications and reports are stored securely and deleted when no longer required.

  • You may request deletion of your personal data at any time, subject to legal and professional recordkeeping obligations.

9. Contact Us

If you have questions or concerns about this privacy policy or your personal data, please contact us here.

10. Complaints

If you are in the UK or EU and are not satisfied with our response, you have the right to lodge a complaint with your national data protection authority (e.g. the Information Commissioner’s Office in the UK).