Our Terms of Service

Last updated: 31st July 2024

When you book and undertake any session or service with us you agree to these terms of service.
These terms may change from time to time and we encourage all clients to regularly check and review them.

Keeping us all safe

This section is all about ensuring that together we are safe

We take all reasonable precautions however our facilities are used at your own risk
You must take responsibility for the actions of yourself, your guests and your pets
You are advised to wear suitable clothing and non slip footwear across all of our sites
If we feel that your pet may endanger our therapists we may refuse treatment
Any children visiting our centre must be with the accompanying adult at all times
Please do not approach any dog without the prior consent of the dogs’ owner
Please observe all written and verbal instruction in the interests of your own safety
We have a zero tolerance approach to poor behaviour from clients please click here to read it

Keeping your pet safe

This section is all about ensuring that your pet is safe with us

You should understand the risks to your pet in undertaking treatment or using our facilities
Owners/handlers are solely responsible for your Dog(s) at all times
You must notify us if your pet's condition worsens or your vet advises stopping treatment
Dogs must be kept on leads and under control at all times (unless in the dog park)
Pets must be up to date with vaccinations and flea/worming treatments
We reserve the right to refuse treatment to pets with a contagious condition
Please clear up after your dog whilst on our grounds
In the rare instance that your animal requires urgent medical treatment during the session you provide consent in the provision of emergency first aid procedures for your animal
Please do not leave your dog(s) in parked cars – especially in sunny weather. We reserve the right to break your Car window to release your dog if we deem it necessary.

Cancelling a session

We know that life can throw lemons so we operate a flexible cancellation policy

For cancelled appointments with less than 48 hours notice the session fee will be charged in full - except for the valid reasons outlined in these terms
To make a cancellation please either call your treating clinic or email enquiries@thecaninefitnesscentre.co.uk at least 48 hours in advance of your session.
We will make all efforts to contact owners if an appointment needs to be changed or cancelled, but will not accept liability for any losses or damage
We reserve the right to cancel any appointment due to power outage, unsafe operating conditions (such as ice, snow or severe rainfall causing flood like conditions), maintenance or illness

valid reasons to cancel

You or an immediate family member who needs caring for suffers from a sudden illness, requires emergency treatment or tragically loses their life
Your dog has a contagious condition such as ear, eye & skin infections; gastric upsets; and kennel cough
Your dog is in season as this will leave a scent that will distract other dogs from their sessions
Your dog's vet or one of our therapists has advised not to continue for a clinical reason

examples of when we charge

When you simply forget your appointment or are more than 10 minutes late.
You lost your appointment card or didn't put the date in your diary correctly
If you double book an appointment with work or family commitments - except where there is a severe risk to someone's welfare
You decide the weather is not suitable for travelling or enjoyment of your session

Zero Tolerance Approach

We operate a Zero Tolerance approach to poor behaviour whether in person or online from all clients across our clinics, dog park and mobile services. All staff and clients deserve respect, courtesy and professionalism. You can expect this from us and we kindly ask for it in return.

Rehabilitation clients

This section is specific terms for our rehabilitation clients

We are only able to treat your dog under Veterinary referral
Treatment fees are payable at at each session by cash, card or BACS
You are advised to check your insurance policy before treatments and prior to making an insurance claim
We are unable to guarantee you will always see the same therapist
Onsite parking is available at your own risk - please park adjacent to our centre
A surcharge of £100 applies if your dog fouls in the pool or other internal areas
Please avoid walking your dog near our dog park as there can be nervous/reactive dogs within

Dog Park clients

This section is specific terms for our dog park users

General matters

The dog park occupies as sensitive area of the South Downs National Park and is granted authority to operate by East Hampshire District Council under the following requirements:

There must be at least one adult handler for every three dogs and a maximum of 6 dogs with agreement
Field usage is strictly for pre-booked users only, if you turn up without a booking you will be turned away
The business park gate must be closed and locked after 6pm
Do not leave toys – especially broken toys – on the field

The dog park is used by hundreds of clients from all over Hampshire, Sussex and Surrey so it’s important that you appropriately conduct yourself:

You may not enter the dog park until your booking has started
Failure to clean up after your dog will result in the removal of rights to use the field
Please do not allow your dogs to chew equipment or fencing
Please ensure that all dogs are kept on a lead until the dog park gates are closed and you are content that the site is appropriately secured to meet the needs of your dog
Occupation of the field lasts for a maximum of 50 minutes to allow a clear 10 minutes between each user. Failure to leave 10 minutes before the end of your field hire time slot could result in additional charges to the value of £25
We monitor and record all actions with audio enabled CCTV which may be inspected by relevant authorities
Our fencing is high tensile polyvinyl deer fencing set at 6ft high. If your dog(s) breach these boundaries we will not be held responsible. It is your responsibility at the owner to gauge your dogs ability to escape from the boundaries
Should your dog escape from the field, any damage caused to property or animals is completely your responsibility and payable by you
We will not be held liable for you not closing gates and securing the field for your own use
Any faeces left in the dog park will be assumed to be from dogs in your care unless you report findings from previous users. The burden of proof lies with the last dog park user. Reporting should be sent to dogpark@thecaninefitnesscentre.co.uk

Please remember that we rely on a good relationship with our neighbours in order to provide this dog park. Noise must be kept down and consistently barking dogs will be asked to leave the park with no refund. The following noise management policy applies:

If you see a breach in our fencing, or your Dog/Children causes a breach you must report this immediately to staff at the centre. If applicable any damage to our fencing our equipment is payable by you.

Animal Welfare

We do not permit the use of any adverse training methods or equipment at any time. Such methods and equipment include (but are not limited to) Shock collars, Prong/Pinch Collars, Choke/Check collars and Spray Collars. If you feel the need to use such equipment in order to train your dog please speak to us for guidance.
The surrounding fields include livestock and wildlife that can carry ticks, please ensure that all dogs are checked and treated regularly.
We do not encourage dogs under 12 months of age to jump as their bones and joints are still developing.
Please be aware of your dog(s) in extreme weather – if it is too hot or cold for you to exercise, it is too hot or cold for your dog too.
Various animals and people have access to the site – we take no responsibility for what your dog ingests whilst using the site.

Annual membership pass holders

You can use your membership plan bookings up to and including its expiry date for up to the specified number of bookings shown at purchase per week for up to 6 dogs per session
You cannot give your membership plan to someone else to use
Membership plan holders must release/cancel any planned unused bookings at least 24 hour in advance by emailing dogpark@thecaninefitnesscentre.co.uk
Where membership plan holders do not release/cancel unused sessions and staff at the Canine Fitness Centre are made aware by spot checks or other users a total of 3 times in a year the Canine Fitness Centre reserves the right to terminate the membership plan without refund
The Canine Fitness Centre reserves the rights to cancel and amend bookings at any time
Membership Plans are non-refundable