1 These terms  

1.1 What these terms cover. These are the terms and conditions on which we supply Services to our  Clients. Please note that we will refer to the terms and conditions below as "these Terms" throughout this document.  

1.1.1 Definitions: All references to: 

(a) "Business Days" in these Terms shall mean any day other than: (i) a Saturday, (ii) a  Sunday, or (iii) a day which is a bank holiday in London, England;  

(b) the "Booking Form" in the Terms refers to the form which we will send to you for completion (whether in whole or in part) confirming your details and those services  which we shall provide to you subject to the Terms;  

(c) the "Services" in the Terms refers to the services which we shall provide to you as  set out in the Booking Form.  

1.2 Why you should read them. Please read these Terms carefully before placing an order (which shall,  for the avoidance of doubt, including booking any of the Services) with us. These Terms explain who we are, how we provide the Services to our customers, how the contract between us and you works,  what to do if there is a problem and other important information.  

1.3 How these Terms work. These Terms are broken down into different sections. Each section of these  Terms relates to a specific part of the Services. The list below sets out which parts of these Terms  apply depending on which of the Services you select and what we need you to know before booking  with us:  

1.3.1 Part 1 - General Terms and Conditions - The terms in Part 1 shall apply to you no matter  which Services we provide and apply to all our customers.  

1.3.2 Part 2 - House Rules - The terms in Part 2 apply to you no matter which Services we provide and apply to all our customers.  

1.4 The contract between us. The contract between you and us is therefore made up of these Terms  (Parts 1 and 2), your Programme Summary, the Booking Form (where applicable) and invoice (which shall include any specific payment terms agreed between us, such as a payment schedule).  

2 Information about us and how to contact us  

2.1 Who we are. We are Barkleader FFZ-LC Limited, a limited company registered in Dubai under company registration number 0000004033697. Our registered office is at Compass Building, Al Shohada Road,

AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates.

2.2 We shall refer to Barkleader FZ-LLC Limited as "we", "us", "our" or "provider" throughout these Terms. We shall refer to our customer as "you" or the "Client" throughout these Terms.

We may refer to both you and us as the "parties" or individually as a "party" throughout these  Terms.  

2.2 Performance of the Services. We understand the value of transparency and openness with our customers. In order to provide the Services to our clients around the world, we use companies local to you to provide the Services on our behalf. For example, if you are a resident in the United Kingdom and wish to receive the Services in an applicable territory in the United Kingdom, the Services shall be performed by the Bark & Birch company in the United Kingdom, such as Bark & Birch Limited. For  your ease of reference, please see below a list of national Bark & Birch companies which we use and  the areas which they cover: 

2.2.1 Bark and Birch Ltd a company registered in England under number 12146072 whose  registered office is at Kemp House, 152 - 160 City Road, London, England EC1V 2NX -  Territory covered is the United Kingdom;  

2.2.2 Bark and Birch Limited a company registered in Ireland under number 685413 whose  registered office is at 45 Mayeston Court, Mayeston Hall, St Margaret's Road, Dublin 11,  Dublin, D11 C4AX - Territory covered is Ireland; and  

2.2.3 Bark & Birch LLC a company registered under the jurisdiction of Delaware in the USA under file number 5396476 whose entity address is at 730 Arizona Ave, Santa Monica, CA 90401. -  Territory covered is the USA.  

If you have come to us from a third party, such as Bark.com, please note the contents of these Terms carefully, in particular that we shall be responsible for the Services and not the third party referral company.  

Please be assured that this arrangement does not impact on these Terms or our obligations to you.  The local Bark & Birch company which shall perform the Services on our behalf has no direct contract with you. If you are experiencing any issues with any of our Services or have any questions, please contact us in the first instance using the details provided at Clause 2.3.  

2.3 How to contact us. You can contact us by writing to our customer service team at customerservice@barkandbirch.com or alternatively, please call us on +44 800 093 6735. 

2.4 How we may contact you. If we have to contact you, we will do so by writing to you at the email address or telephone number you provided to us with your order, including that specified on the  Booking Form.  

2.5 "Writing" includes emails. When we use the words "writing" or "written" in these Terms, this includes emails.  

3 Our contract with you  

3.1 What will happen when you place an order. Before we can commence the Services, we will ask you to complete, or finalise a partially completed, Booking Form. On submission of the completed Booking  Form to us, we shall process your request for us to provide the Services. If your request is accepted,  we shall provide you with an invoice for payment.  

On certain occasions, we may not require the completion of a Booking Form. In this case, an invoice will be provided to you for confirmation and acceptance. The invoice is purely for information purposes and does not constitute acceptance of your order.  

3.2 How we will accept your order. We will only accept your order when either we or our representative confirms this to you by email or telephone. This may take the form of a confirmation email confirming acceptance of your request for our services. If you do not have an email address, you consent to us providing the confirmation by post.  

3.3 If we cannot accept your order. If we are unable to accept your order, or a request for a particular type of one of our Services within your order, we will inform you of this and will either not charge you or provide a full refund in respect of any particular Service(s) which are unavailable or cannot be provided by us. This might be for a variety of reasons, such as because:  

3.3.1 the Services are no longer available or are fully booked;  

3.3.2 unexpected limits on our resources which we could not reasonably plan for;  3.3.3 we have identified an error in the price or description of the Service(s);  

3.3.4 we are unable to meet the estimated performance timescales specified;  

3.3.5 the Services you requested may not be suitable for your dog based on the replies you give us  to our questions about your dog; and/or 

3.3.6 you are under the age of 18 years old.  

We also reserve the right to refuse to accept your order if the contents of the order would violate these Terms.  

3.4 Your invoice number. We will assign an invoice number to your order and tell you what it is when we accept your order. It will help us if you can tell us the invoice number whenever you contact us about your order.  

3.5 Changing your order. Please check your Booking Form and invoice carefully and let us know

if there are any issues. It is your responsibility to check the confirmed details of a Booking Form and/or invoice prior to submission to us and in advance of payment. Please let us know if there are any errors. If you wish to make a change to the Services specified or your Booking Form, please contact us immediately. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price, the timing or availability of supply or anything else which would be necessary as a result of your requested change, and ask you to confirm whether you wish to go ahead with the change.  

3.6 How to tell us about problems. If you have any questions or complaints about our Services or your order, please contact us using the contact details at clause 2.3 above. Alternatively, please speak to a  member of staff at a Bark & Birch location near you. Please see our website or contact us for more details.  

4 House Rules and the Booking Form  

4.1 Booking Form - Our Requirements - Each Booking Form sets out the Services which we shall provide to you, as well as other pieces of important information. It is vital that you complete the Booking  Form in full and provide only information which is true, accurate and up-to-date. If you have concerns  or queries about the Booking Form, please contact our customer service team using the details at  clause 2.3 or a member of your local Bark & Birch organisation  

Please note: If you provide information to us or our Bark & Birch service providers, which is found to be incorrect or misleading, we shall be entitled to terminate the contract between you and us and refund you for any part of the Services paid for but not provided up to the date of termination without further compensation payable to you. Please note our right to claim compensation in the event that you do not comply with these Terms at clause 9.2.  

4.2 House Rules. At Part 2 of these Terms we have set out our House Rules. All Bark & Birch companies engaged by us to provide the Services on our behalf shall enforce our House Rules. You acknowledge and agree that you shall comply with the House Rules at all times. Please note that our ability to perform the Services effectively and in line with the specifications published, depends on your compliance with the House Rules. If you do not comply with, or are deemed to have broken, any of the House Rules we cannot perform the Services to the specification or to the standard we expect.  This failure to follow the House Rules may also negatively effect the experience of our other customers and our business as a whole. We therefore respectively request that you read the House  Rules carefully in full and only engage us for the Services on the understanding you can comply with all the House Rules at all times.  

Please note: If you provide information to us or our Bark & Birch service providers, which is found to be incorrect or misleading, we shall be entitled to terminate the contract between you and us with immediate effect and refund you for any part of the Services paid for but not provided up to the date of termination without further compensation payable to you. Please note our right to claim compensation in the event that you do not comply with these Terms at clause 9.2.  

4.3 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the Services to you; for example, your contact details and certain information about your canine companion. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information when placing an order  (including at any time after this), we may either end the contract (and clause 9 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a  result. We will not be responsible for supplying the Services late or not supplying any part of them if 

this is caused by you not giving us the information we need within a reasonable time of us asking for  it.  

5 Our Services  

5.1 The Programme Summary. In addition to these Terms, your Booking Form and/or invoice, we will send you a programme summary. The programme summary shall set out the particular Services which we shall be offering to provide to you. The programme summary shall be sent to you alongside your invoice. The invoice shall set out the amount to be paid by you in return for the Services set out in the programme summary. Please check the programme summary carefully to ensure it includes all the  Services that you require and that can you accept the limitations of the Services specified. In the event you are simply purchasing credits from us, you may not receive a programme summary until  Services are booked or your place an order for Services with us.  

5.2 If you do not allow us access to provide Services. If you do not allow us access to your property (or other specified location for Services provided at your chosen location) to perform the Services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause 9 will apply.  

5.3 Minor changes to the Services. We may change the Services:  

5.3.1 to reflect changes in relevant laws and regulatory requirements; and  

5.3.2 to implement minor technical adjustments and improvements; for example, to address a  security threat. These changes should not affect your use of the Services.  

5.4 Significant changes to the Services. We may make significant changes to the Services, but if we do so,  we will contact you and you may then contact us to end the contract prior to commencement of the  Services and receive a refund for any Services paid for, but not received.  

5.5 Events which may impact on our ability to provide the Services. Our ability to perform the Services may, on occasion, be affected by events beyond our reasonable control. If so, we may need to suspend the Services. We will try to recommence the Services as soon as any such event has been resolved. By way of example of the types of events which this clause may cover include:  

5.5.1 where you change the Services requirement (which may require extra work or for us to pair  your dog with a different specialist trainer);  

5.5.2 the trainer we have paired your dog with is unwell or has been told to self-isolate by  government guidance or local authority health body, and there is no alternative suitable  trainer available within the timeframe initially agreed between you and us;  

5.5.3 in the event that your dog does not respond well to a particular trainer and we consider, in  our reasonable opinion, that it would be best for the dog for the trainer to be replaced;  

5.5.4 adverse weather/travel conditions which shall mean that our trainer/s cannot collect your  dog (if this was pre-agreed between you and us);  

5.5.5 deal with technical problems or make minor technical changes; or  

5.5.6 where an applicable government publishes guidance or legal/regulatory requirements that  mean we are unable to perform or must amend the Services either in full or in part, at all or  at the time initially agreed between you and us (for example, due to national or local  lockdowns being imposed).  

5.6 Your rights if we suspend the supply of Services. We will contact you in advance to tell you we will be  suspending supply of the Services, unless the problem is urgent or an emergency. You may contact us to end the contract for a Service if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 60 days from the order date, and we will refund any sums you have paid in  advance for the Services (but not yet received). We may also offer you an alternative to the Services or credit. 

5.7 Where we may need to terminate the Services. When we carry out the Services, or when our trainer  comes to collect your dog, there may be circumstances where we are unable to continue with the  provision of Services, which may include:  

5.7.1 if your dog appears ill or is showing signs of injury or distress on collection, in which case we  reserve the right to refuse to collect your dog;  

5.7.2 if your dog becomes ill or injured during participation in any Services, we will contact you immediately and terminate the Services in order to allow your dog to receive appropriate  treatment (whether via us in the case of an emergency or via you (or someone on your  behalf) if we contact you to collect your dog for the purpose of seeking veterinary care).  Please note that we accept no liability for any costs, including veterinary costs, associated  with treatment of your dog. This does not affect your legal rights;  

5.7.3 if your dog shows signs of aggressive or destructive behaviour, unless this has been fully  disclosed by you to us prior to our commencement of the contract and we have confirmed in  writing that we will provide the Services notwithstanding this behaviour;  

5.7.4 if you have not complied with your obligations under the Terms, including our House Rules,  or have given us incorrect or misleading information; or  

5.7.5 for other reasons which we or our trainer, in our or its reasonable opinion, would mean your dog is unsuitable for the Services and we cannot provide the Services to the standard which you are entitled to expect from us.  

5.8 Consequence of termination under clause 5.7. If we are unable to carry out the Services or complete them for reasons set out in clause 5.7, then we may, in our discretion, either offer alternative  Services which we think would be more suitable for your dog or terminate the Services and offer you a refund for Services paid for, but not received less any reasonable deductions which we shall be permitted to make for losses suffered including additional costs incurred by us. Please note that we shall be under no obligation to offer any alternative to the Services.  

5.9 Timescale for performance of the Services. We must carry out the Services by the time or within the period which you and we agree. Please ensure any specific timescales or deadlines are specifically set out in the Booking Form. If you and we have agreed no time or period, this will be within a reasonable time.  

6 Price and payment  

6.1 Where to find the price for the Services. The price of the Services will be the price as set out on the invoice we send to you prior to commencement of the Services. Please note that where we have agreed that you may pay for the Services on certain days and/or at certain times, this shall be agreed in writing between us and maybe in addition to the invoice setting out total fees payable for the  Services requested. Please retain a copy of any schedule of payments agreed between us for your records. We take all reasonable care to ensure that the price of the Services specified in the invoice or your payment schedule is correct. However, please see clause 6.2 for what happens if we discover an error in the price of the Services set out in your invoice or payment schedule.  

6.2 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the Services we sell may be incorrectly priced on your invoice or payment schedule. If the correct price of the Services at your order date is different than the price stated to you, we may contact you for your instructions before we accept your order. If we accept and process your order where a  pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a  mispricing, we may end the contract, refund you in respect of Services paid for but not received as at the date the contract is terminated.  

6.3 When you must pay and how you must pay. All payments are to be made through the link provided on your invoice through one of our third-party payment providers as specified to you on the payment page shown via the link on your invoice. You must pay for the Services in full cleared funds prior to commencement of the Services. If a payment schedule has been agreed between us in writing, you agree that you shall pay each installment in full on the date specified using the payment method stipulated.  

6.4 What to do if you think an invoice is wrong. If you think an invoice is wrong, please contact us immediately to let us know. Please do not make payment for an invoice which you believe is  incorrect.  

7 Your right to end the contract  

7.1 When you can end your contract with us. The scope of your rights to end the contract will depend  on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:  

7.1.1 If the Services are not performed with reasonable care and skill, you may have a legal right  to end the contract (or to get the Services re-performed or to get some money back), see clause 8.1.2; 

7.1.2 If you want to end the contract because of something we have done or have told you we  are going to do, see clause 7.2; or  

7.1.3 If you have just changed your mind about the Services, see clauses 7.3 and 7.4. You may be able to get a refund if you are within the Cooling-Off Period (explained below), but this may be subject to deductions and certain exceptions.  

7.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at clauses 7.2.1 to 7.2.4 below, the contract will end immediately and we will refund you in full for any Services which you have paid for, but which we have not provided. The  reasons are (please note that these are examples only and should not be considered to be a full and  complete list):  

7.2.1 we have told you about an error in the price and you do not wish to proceed;  

7.2.2 there is a risk that supply of the Services may be significantly delayed because of events  outside our control;  

7.2.3 we have suspended supply of the Services for design and/or technical reasons, or notify you  we are going to suspend them for technical reasons, in each case for a period of more than  60 days; or  

7.2.4 you have a legal right to end the contract because we have not either complied with our legal obligations to you, in accordance with your legal rights or these Terms.  

7.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most Services bought online or through a means of distance communication (such as over the telephone or by exchange of emails), depending on the rights you have as a consumer, you have a legal right to change your mind within 14 days and to receive a refund. These rights, under the Consumer  Contracts Regulations 2013, are explained in more detail in these Terms.  

Please note: We reserve the right to refuse any request for a refund where there is either no Cooling-Off Period or right to change your mind under the Consumer Contracts Regulations 2013. Please contact us to discuss any concerns or questions you may have about this or your right to change your mind before you place an order.  

7.4 When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of any Services which have been completed, even if the Cooling-Off  Period is still running. For your reference, you also do not have the right to change your mind in  respect of:  

7.4.1 products sealed for health protection or hygiene purposes, once these have been unsealed  after you receive them; and  

7.4.2 any products which become mixed inseparably with other items after their delivery. 

7.5 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered. In respect of the Services, you have 14 days after the day we confirm we accept your order i.e. the date we confirm in writing or communicate to you that your request for Services has been accepted and payment confirmed (the "Cooling-Off Period"). However, once we have completed the Services you cannot change your mind, even if this 14 day time period is still running. If you cancel after we have started the Services, you must pay us for the Services provided up until the time you tell us that you have changed your mind. 

8 How to end the contract with us (including if you have changed your mind)  8.1 Tell us you want to end the contract.  

8.1.1 To end the contract with us because you have changed your mind within the Cooling-Off  Period, please let us know by doing one of the following:  

(a) Email us at customerservice@barkandbirch.com. Please provide your order number and brief details of the Services purchased from us, and your name and address. We may ask you to provide some additional information in order to process your request for a refund. Our customer service team will request this from you if required;


(b) Call us on +44 800 093 6735. Please provide your order number and brief details of the Services purchased from us, and your name and address. We may ask you to provide some additional information in order to process your request for a refund. Our customer service team will request this from you if required; or  

(c) Using the Model Cancellation Form below:  

(i) Online. Complete the Model Cancellation Form and email this to the  address specified on the form.  

(ii) By post. Complete the Model Cancellation Form and post it to us at the  address specified on the form.  

8.1.2 To end the contract for any other reason, please email us at customerservice@barkandbirch.com or call us on +44 800 093 6735. Please provide your

order number and brief details of the Services purchased from us, and your name and address. We may ask you to provide some additional information in order to process your request for a refund. Our customer service team will request this from you if required.  

8.2 How we will refund you. We will refund you the price you paid for the Services, by the method you used for payment. However, we may make deductions from the price in accordance with these  Terms. In certain circumstances, where we are legally permitted to do so, we may select to refund you in the form of credit to spend on our Services at a later date.  

8.3 When your refund will be made. If you are exercising your right to change your mind for Services during the Cooling-Off Period then your refund will be made within 14 days of your telling us you have changed your mind.  

8.4 When we may make deductions from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind we may reduce your refund of the price in proportion to the value of Services received by you up until the date of termination by you within the Cooling-Off Period. This proportion is calculated at our sole discretion based on the cost and time incurred by us to you as a result of providing the Services during this period up until termination.  

8.5 Ending the contract where we are not at fault and there is no right to change your mind. Our right to compensation. Even if we are not at fault and you do not have a right to change your mind (see clause 7.4), you can still end the contract before it is completed, but you may have to pay us compensation. The level of compensation which we require may be up to the full amount you have paid us for the Services and we reserve the right to retain 100% of monies paid to us in the event you cancel your contract with us where we are not at fault and there is no right for you to change your mind. A contract for services is completed when we have finished providing the Services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind within the Cooling-Off Period, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you)  reasonable compensation for the net costs we will incur as a result of your ending the contract. Please note that this may be as high as 100% of the value of fees paid to us for the Services.  

8.6 Late Cancellation Fee - Please note that any request to cancel day-care/boarding type Services or  Services which include one-to-one appointments which are received within the 24 hour period prior to the date on which those Services are due to commence shall result in the payment of a cancellation fee. This cancellation fee shall be (as a minimum) either the full cost of the first day and night of the day-care and/or boarding Services or the cost of the one-to-one appointment(s) which you wish to cancel.  

9 Our right to end the contract  

9.1 We may end the contract if you break it. We may end the contract for a Service at any time by  writing to you if:  

9.1.1 you do not, within a reasonable time of us asking for it, provide us with information that is  necessary for us to provide the Services (for example, your name and address or the  information required as specified by the House Rules, the Booking Form or our  representative);  

9.1.2 you do not comply with a requirement in these Terms; or  

9.1.3 you do not, within a reasonable time, allow us to deliver the Services to you (or someone you nominate).  

9.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1, or otherwise stated in the Terms, we will refund any money you have paid in advance for  Services we have not provided, but we may deduct or charge you compensation for the net costs we will incur as a result of your breaking the contract.  

10 Our responsibility for loss or damage suffered by you  

10.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen; for example, if you discussed it with us during the booking process.  

10.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Services, including the right to receive Services which are supplied with reasonable skill and care.  

10.3 We are not liable for business losses. We only supply the Services to consumers for domestic and private use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of revenue, loss of business, business interruption, or loss of business opportunity.  

10.4 Limits on our liability: Unless already covered under the terms above at clauses 10.1 to 10.3 inclusive  in the Terms (or any other clauses which restrict or exclude our liability under these Terms):  

10.4.1 in the event of loss of your dog, which has been directly caused by our negligence or breach  of these Terms, our financial liability to you shall be limited to the reasonable replacement  cost of the dog, taking into consideration the individual characteristics of the dog, including  breed, sex and proof of pedigree; and 

10.4.2 we will not be liable for any vet or medical costs arising from or in connection with any  allergic reaction to food, plants, or other injuries caused as a result of your failing to comply  with our House Rules (including notifying us of any allergies or pre-existing conditions prior  to commencement of the Services).  

11 Other important terms 

11.1 Your legal rights. Nothing in these Terms will affect your legal rights.  

11.2 How we may use personal information. We will only use your personal information as set out in our  Privacy Policy. If you have any questions in relation to our use of your personal data, please do get in  touch using the contact details at clause 2.3 above.  

11.3 Nobody else has any rights under this contract. This contract is between you and us. No other person  shall have any rights to enforce any of its terms. In particular, please note the information at clause  2.2 regarding how we provide the Services to you using local Bark & Birch companies.  

11.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the clauses of these  Terms operates separately. If any court or relevant authority decides that any of them are unlawful,  the remaining clauses will remain in full force and effect.  

11.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist  immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.  

11.6 Which laws apply to this contract and where you may bring legal proceedings. Any dispute or claim arising out of or in connection with a contract between you and us or its subject matter or formation  (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England, and the courts of England shall have exclusive jurisdiction to settle any such dispute or claim. If you are a consumer your legal rights remain unaffected, including your right to take legal action in your local court under local law where applicable.  

Customer service is important to us and we aim to resolve any disputes with our customers in an expedient and pragmatic way. Please do contact us in the first instance using our details set out at clause 2.3 to discuss any complaint or issue with the Services provided. Our customer service team will do all they can to help resolve this through our customer complaints process.  

11.7 Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider. If you would like to engage in the alternative dispute resolution process,  please do contact us and we can provide you with the details of our recommended provider. This does not affect your legal rights. Please note that we do not have any legal obligation to engage in any alternative dispute resolution process requested by you and reserve all rights in this regard. 


(Complete and return this form only if you wish to withdraw from the contract) By Post: To: Kemp House, 152 - 160 City Rd, London EC1V 2NX, United Kingdom


By Email: To: customerservice@barkandbirch.com  

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following Services  [*]:  

Ordered on [*]/received on [*],  

Name of consumer(s),  

Address of consumer(s),  

Signature of consumer(s) (only if this form is notified on paper),  


[*] Delete as appropriate  

© Crown copyright 2013. 


We are committed to excellent customer service and exceptional canine care. To ensure a high quality service and the protection of our customers and their canine companions, we require that all our customers agree and comply with our House Rules. Your use of the Services is dependent on your compliance with these House  Rules.  

These House Rules are mandatory and we shall take your confirmation of acceptance of these Terms by placing an order with us as acceptance of our House Rules.  

Any breach of these House Rules or any efforts by you to avoid or deviate from the House Rules shall entitle us to terminate our contract with you immediately.  

If you have any questions or queries about these House Rules or have any concerns with any of the House  Rules, please do not hesitate to contact us using the details at clause 2.3.  

House Rules  

  1. You acknowledge and agree that: 

    a. whilst we use reasonable care and skill to perform the Services, all living creatures have their own personality and background and as a result, that we cannot, and do not, guarantee any particular outcome or result from the Services or that any outcome or result of the Services will last for a particular time or be permanent. The capacity of your dog to benefit from the  Services will be dependent on not only the character of your dog (such as learning speed and  maturity) and its individual history and environment, but also the regularity at which you (or  someone on your behalf) continues to engage with or train your animal in any way we may recommend, or which reflects the behaviours/skills/commands learnt on our training programmes (which may include attending refresher programmes as and when required to  retain the skills and behaviours learnt on our training programmes); 

    b. your dog shall be permitted to socialise in an off-leash environment. Dogs mixing with other  dogs of different ages and breeds is a vital part of life and socialisation. In such an environment dogs will come into contact with other dogs in an off lead and uncontrolled  exchange. In the vast majority of cases, this is a hugely positive experience; however, as with  any group interaction, this presents a risk of dog-dog aggression, fights and even death; 

    c. you have in place an up-to-date and valid pet insurance policy (and that this policy is of a  sufficient monetary cover level to cover any vet bills which may arise as a result of your dog  becoming ill or injured) and that any personal property provided to us alongside your dog is  covered under a home and property contents policy of insurance and that you have informed  both your property and pet insurance provider of the arrangements in place for the Services  to ensure suitable coverage; 

    d. your dog may be transported with other dogs in any day-care vehicle. You confirm that we  shall not be held liable for death or injury to your dog in the event of a motor vehicle  accident; 

    e. we may walk your dog off the lead; 

    f. we may hold in our possession the keys to your home, but that it is your responsibility to  make suitable arrangements with your insurers to ensure this is not in breach of any  applicable policy. Ownership and responsibility for any keys left in our possession shall  remain with you at all times and we shall not be liable in the event of theft or loss of such  items whether in our possession or otherwise; 

    g.your dog is up-to-date with all vaccinations, de-worming and de-fleeing treatments;

    h. we shall appoint a trainer to provide the Services. We shall have sole control over the  selection and appointment of any trainer, as well as all staff, which provide the Services on  our behalf. Please note that whilst we may take a preference of trainer into account, we are  under no obligation to agree or satisfy any request you may submit for a particular member  of staff or trainer to perform the Services; and 

    i. we reserve the right to change or replace a trainer appointed to provide the Services at any  time, including at last minute and whether before, during or after commencement of the  Services. The selection, appointment and/or change of staff (including a trainer) allocated to  the Services by us (or our contractors) shall not entitle you to terminate or seek to cancel the  Services or the contract between you and us. 
  2. You confirm that: 

    a. your dog is microchipped in compliance with local law and the details available on the  microchip are accurate and up-to-date; 

    b. we have your permission to walk your dog off the lead in public environments; 

    c. in the event that your dog becomes ill or injured during our provision of the Services, that we  may: 

    i. arrange for either you to collect your dog in order to take it to the vet/seek further  treatment at home as may be appropriate, or for us to take the dog to the vet on  your behalf; and 
    ii. in an emergency, seek veterinary treatment prior to contacting you; 

    d. You will be responsible for any vet bills or medical bills incurred save where we have  expressly in agreed in writing to the alternative. 

  3. Please be aware that: 
    a. female dogs who come into the season will not be able to attend any day-care facility or  attend any of our board and train programmes for the duration of their season (2-4 weeks); 

    b. if your dog has any history or record of aggressive or anti-social behaviour, you must provide full and frank disclosure on past incidents. Equally you must also provide detail on any characteristic, trait or suspected inclination of such behaviour that might make your dog  unsuitable for socialising with other dogs. Such disclosure must be made explicit and in  writing, either using the Booking Form or by email at the time of booking, prior to the  Services commencing; and 

    c. we reserve the right to ask for proof of veterinary history and current medications.

You shall: 

a. answer our questions about your dog fully and honestly prior to and during our performance  of the Services; 

b. let us know immediately if your dog has any history of aggression towards people or other  animals (no matter how minor); 

c. hold appropriate pet insurance for your dog which includes veterinary bills, and shall notify  your insurance company that your dog will be staying with us (or a third party) while it  undergoes the training programme (or other Services as applicable), in advance of us  commencing the Services;

d. on request, promptly provide to us a copy of any insurance policy required under these  Terms; 

e. be responsible for any vet or medical bills which may be incurred while we provide the  Services (in accordance with these Terms); 

f. provide us with the season dates for any female dog (we will not normally allow female dogs  coming into season to attend training programmes or day care/boarding facilities unless you  have prior written agreement from us); 

g. ensure your dog is up to date with all recommended vaccinations, de-worming and de fleeing prior to commencing any training programmes with us; 

h. provide us with any relevant information about allergies, illnesses, medications or conditions  which affect your dog, prior to us commencing performance of the Services; 

i. be responsible for any damage or injury which your dog may cause to other animals,  persons or property during any training programme, where appropriate; and 

j. follow any post-training activities and training which are recommended by us to you, to  ensure your dog receives the appropriate benefits from the Services we provide. If you do not follow the post-training activities and training which we recommend to you, you acknowledge and agree that the quality and longevity of the training which we shall provide shall be negatively affected and may result in the training provided by us having only a short  term impact on the behaviour of your dog.