Terms of Service

Companion Animal Wellness Ltd Overview

Our terms

1. These terms

1.1. What these terms cover. These are the terms and conditions on which we may supply the following services to you via our Website and booking platform, either directly or as accessed by third party providers: pet behavioural and nutrition advice and consultation services, including (but not limited to): (i) written content supplied within the website (“Content”); and (ii) live one-to-one virtual appointments or email communications with one of our animal behaviour or nutrition practitioners (“Consultations”), (all such services described together as the “Consultation Services” or “Services”)

These terms apply to all customers, which includes direct customers (customers engaging with us directly and paying us directly for services) and partner customers (customers receiving a service from us as a perk or added service from another company, e.g. an insurance company).

1.2. Why you should read them. Please read these terms of service before using our services. These terms outline who we are, how we will provide the services, how you or we may end the contract or change it and other important information. Please contact us if you think there is a mistake in these terms.

1.3. Conflicts between these terms and any other terms. These terms form part of the conditions through which you engage with CAW, and should be considered in conjunction with the Privacy Policy and individual service terms (e.g. cancellation policy) which will be communicated upon purchase.

In cases of conflict between any of terms/policies, this terms of service document will take priority, to the extent that there is any conflict and only in relation to the supply of our services (as applicable) to you.

1.4 Other definitions: CAW uses the term “companion animal” to refer to what is traditionally called a “pet” and the term “guardian” to refer to what is traditionally called an “owner” or “pet owner”. This is a part of our force-free, animal-first ethos towards animal guardianship.

2. Information about us and how to contact us

2.1. We are Companion Animal Wellness Ltd (“CAW” or “Company”), a limited company registered in England and Wales. Our company registration number is 15862860 and our registered office is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

2.2. How to contact us. You can contact us by writing to us at enquiries@companionanimalwellness.co.uk

2.3. How we may contact you. If we need to contact you, we will write to you at an email address you have provided to us. By using our services, you agree that we may contact you regarding those services, for example with appointment reminders or regarding scheduling.

3. Virtual Consultations

3.1 Virtual Consultations: Virtual consultations are booked for direct customers via email with our team or on our website; for partner customers virtual consultations are booked by following the instructions provided by your pet insurance company. You should follow all instructions in the confirmation email including ensuring you have the correct app installed ahead of time to avoid any delays. Your session will generally end at the scheduled end time, even if you join late.

3.2 Free Virtual Consultations for partner insurance companies: Partner customers may be entitled to free CAW virtual behaviour and/or nutrition sessions as part of their pet insurance policy. Customers using the free service must access the booking pages via the link provided by their insurance company or via the specific booking page on our website for their insurance company. You may be asked to provide your name, email address, policy number or postcode when booking. You must ensure your enter your details correctly when booking; if details provided do not match those held by your insurance company, your session may be cancelled automatically and you will need to re-book using the correct details. We do not provide written recommendations, reports or call summaries after virtual consultations, and such items are provided solely at the discretion of the individual consultant you meet with; you should take your own notes during consultations if needed to refer back to.

3.3 Our team: Virtual behaviour and nutrition consultations are provided by CAW employees or self-employed practitioners working on behalf of CAW. For follow up sessions, you may have the option to request the same consultant, but this is not guaranteed. Services are provided by animal behaviour or nutrition professionals who have completed the appropriate professional training to provide this service. For more information, please email us at enquiries@companionanimalwellness.co.uk.

3.4 Cancellations by CAW: We will make every reasonable effort to ensure your pre-booked consultation session goes ahead. However, unexpected circumstances (consultant illness, other emergency, technical issues, etc.) may mean a consultant is unable to attend the booked virtual consultation session and we are not able to arrange a replacement. We will inform you via email of any cancellations with as much notice as possible, and provide instructions to rebook.

3.5 Refunds for direct paying customers: If a virtual consultation session is cancelled by us, direct paying customers are entitled to reschedule that session free of charge, or to a full refund. Customers are entitled to no further compensation due to inconvenience or loss of earnings on account of rescheduling.

3.6 Refunds for partner customers: If a virtual consultation session is cancelled by us, customers using free sessions provided by their pet insurance company are not entitled to a refund or other compensation. Customers are entitled to reschedule by following the instructions that will be provided in the cancellation email.

3.7 Cancellations by paying customers: Direct paying customers are entitled to cancel virtual consultation sessions according to the cancellation policy communicated when booking. If a deposit was paid when booking, this is only refundable according to the cancellation policy communicated when booking.

3.8 Cancellations of free sessions by partner customers: Customers using free sessions provided by their pet insurance company are asked to cancel with at least 24 hours’ notice whenever possible. Continued access to service may be subject to a fair usage policy by your insurance company.

3.9 No-shows by paying customers: Direct paying customers who do not attend their booked session without pre-cancellation will be entitled to reschedule only according to the cancellation policy communicated when booking. If a deposit was paid when booking, this is only refundable for no-shows according to the cancellation policy communicated when booking. Customers should provide their phone number on the booking form; the consultant will attempt to reach the customer if they do not join the virtual consultation via the link provided.

3.10 No-shows by partner customers: Customers using free sessions provided by their pet insurance company will need to book a new appointment if they do not attend the originally scheduled time, via the same booking system. Continued access to service may be subject to a fair usage policy by your insurance company which may include policy around no-shows. Please join at the scheduled start time. You should follow all instructions in the confirmation email including ensuring you have the correct app installed ahead of time to avoid any delays. If you do not join the session within 8 minutes of the scheduled start time, your consultant will disconnect and you will need to re-book a new appointment via the same booking system.

3.11 Training and monitoring: Your virtual consultation session may be joined by an additional member of the CAW team, or may be recorded for training and monitoring purposes. We will inform you of this at the start of the session and request your permission to do so and you will have the right to decline. If you decline, the session will not be recorded and the service will be provided as normal.

3.12 Conduct during your interactions with us: You agree to treat all of our staff and consultants you come into contact with, with dignity and respect. We do not tolerate any abusive or offensive language or behaviour and reserve the right to terminate your account and block access to the services in the event that you are in breach of this.

3.13 Device access and internet connection. Our virtual consultation services are generally delivered using third-party apps, such as Google Meet. If you do not have a compatible device, or do not allow the relevant app sufficient permissions for us to deliver our services, or do not have sufficient internet connection for video calls, you may not be able to receive the service. Failure to attend a consultation due to this would be counted as a no-show as described in the terms above. Instructions to test access ahead of your booking will be provided in your confirmation email.

3.14 Consultation appointment availability. Appointments are available to book subject to availability of our consultants; while we make efforts to provide options for a range of timings throughout the week, we do not guarantee availability at your preferred time.

3.15 Outcomes: Many animal behavioural issues are multifaceted and interrelated, and have often developed over a period of months or years. Multiple environmental, genetic and medical factors, both visible and hidden can be contributing. Our consultant will make the best assessment they can with the information you provide, and give you advice based on their professional opinion and training. There are no quick fixes in animal behaviour, and it will likely take time, consistency, understanding and empathy for your companion animal to address the issues you discuss. This is particularly the case with issues such as separation related issues and anxiety. Customers will not be entitled to a refund or other compensation based on outcomes; refunds for such reasons will be entirely at the company’s discretion.

3.16 Recommendations: Our recommendations will often be around how you can understand your companion animal and help them feel more comfortable in their environment to address underlying causes, rather than “fixing” your companion animal’s behaviour. Positive outcomes from the service cannot be guaranteed due to the complex nature of animal behaviour, potential unrealistic expectations of guardians, and multiple contributing factors that are outside of our control. We will not be liable for any loss or damage by you taking any action recommended by us based on incorrect or incomplete information provided by you. This includes not notifying us of any current or pre-existing conditions, treatments, medications or contributing environmental or historical factors that your companion animal has. You must use your own judgement when deciding to follow such recommendations.

3.17 CAW is a force-free behavioural organisation: This means that we do not advocate or recommend any kind of aversive training methods. If you are currently using these, our consultants will steer you towards more modern and empathetic techniques for managing your companion animal’s behaviour, and will not recommend aversive methods.

3.18 Safety and losses: During our consultation you may make us aware of certain safety concerns about your companion animal, for example bite risk. You may also make us aware of other concerns affecting your companion animal’s safety, for example poor recall, destructiveness and scavenging. We may make recommendations around managing these, however Companion Animal Wellness Ltd. and our consultants accept no liability, financial or otherwise, relating to injury or loss caused directly or indirectly by or to your companion animal. As the guardian, you are ultimately responsible for your companion animal’s safety and environment, and the safety of other humans and animals interacting with them.

3.19 Medication Related Discussions: During consultations, our consultants may discuss potential medications. For example, we may suspect a particular behaviour could be attributed to pain, or feel that a behaviour modifying medication (such as an SSRI) might be considered. Companion Animal Wellness Ltd. and our consultants are not veterinarians, and are not qualified to recommend medications. All discussions around medications are for educational purposes only, to support you with discussions with your vet. You should never use any medication, including over-the-counter medications, without first discussing with your vet.

3.20 Costs for additional products or services: During consultations, we may recommend you consider a particular product or service not provided by CAW, for example nutrition intolerance testing, in-person specialist behaviourist work, nutritional supplements, specific or specialist dietary changes. These are recommendations only, and are not included in the cost of the services we are providing. If you are receiving free services through your insurance company, we are not able to confirm if any additional products or services would be covered by your insurance policy, and you would need to check your policy details, discuss with your insurer directly, and if appropriate, with your vet.

3.21 When we recommend other products or services. We may recommend other products or services to you as a result of information you provide during virtual consultations. We will not be liable for any loss or damage by you taking any action recommended by us based on incorrect or incomplete information provided by you. This includes not notifying us of any current or pre-existing conditions, treatments or medications that your companion animal has. We will use reasonable endeavours to provide suitable recommendations to you, but you must use your own judgement when deciding to follow such recommendations. We do not guarantee the performance of any recommended product or service and give no warranty that recommended products will achieve a specific result.

3.22 Claiming the cost of our services back from your insurance provider. If you intend to make a claim for our services to your insurance company, please check with the insurance company before booking. If you already hold a policy with one of our partner insurance companies, you may be entitled to free appointments with us. Please refer to your policy documentation.

3.23 Refund processing times. After a refund is processed and authorised by us, it will take within 5–10 working days to arrive in your account. The exact timing of the refund may vary depending on your payment provider. Please note that we are not responsible for any delays caused by your bank or payment processor.

3a. In-person services

3a.1 Vaccinations. We occasionally provide in-person services, for example puppy socialisation meet-ups. To attend, your dog must be appropriately vaccinated, and by participating, you confirm this requirement has been met. Attendance is at your own risk, and Companion Animal Wellness or the service provider cannot be held responsible for any infectious diseases your dog may contract.

3a.2 Safety and losses. During in-person services, such as group meet-ups, a Companion Animal Wellness consultant will be present to provide advice and facilitate the session. However, as your puppy’s guardian, you remain solely responsible for their safety and behaviour, as well as ensuring the safety of other participants—both humans and animals—interacting with them. Companion Animal Wellness Ltd. and our service providers accept no liability, financial or otherwise, for any injury or loss caused directly or indirectly by or to your dog during the session. By attending, you acknowledge and accept these terms and associated risks.

4. Our rights to make changes

4.1 Minor changes. Minor adjustments and improvements may be made to the service as needed, for example to reflect changes in industry or IT standards or to meet regulatory requirements.

4.2 More significant changes. We will notify you if we make significant changes to services. To end the contract before the changes take effect you may email us, to receive a refund for any services paid for but not yet used (e.g. scheduled consultations).

5. If there is a problem

5.1 How to tell us about problems. If you have any questions or complaints about the Services, please contact us. You can write to us at enquiries@companionanimalwellness.co.uk.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. If your product is services, for example behaviour or nutrition virtual consultations, the Consumer Rights Act 2015 says: a) You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill or get some money back if we can’t fix it. b) If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable. c) If you haven’t agreed a time beforehand, it must be carried out within a reasonable time. See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).

6. How we may use your information

6.1 How we may use your personal information. We will only use your personal information as set out in our Privacy Policy. If you are accessing our services for free via your insurance company, information you provide to us during the booking process (e.g. name, email address, policy number) will be shared with your insurance company to ensure you are entitled to use the service. In the event of any complaints you have regarding our services that you raise with your insurance company directly, we may provide additional details to your insurance company including any information you provided to us in the duration of our engagement. Information you provide during our engagement, including during virtual consultations, may be provided to your insurance company, in case you make any claims related to that information.