TERMS AND CONDITIONS

Last updated: 26th July 2026

1. About us

These Terms and Conditions apply to services and digital products supplied by Lupo Academy, trading as Lupo Academy.

Our contact details are:

Business name: Lupo Academy

Legal name: Lupo Academy

Business address: 21 Shipton Way, Basingstoke, Hants, RG22 6JX

Email: tracey@lupoacademy.co.uk

Telephone: 07825 548600

Website: www.lupoacademy.co.uk

In these terms, “we”, “us” and “our” mean Lupo Academy. “You” and “your” mean the person purchasing or using our services or products.

2. What these terms cover

These terms apply to:

  • Group dog training classes and courses

  • Workshops and single-session classes

  • One-to-one training and behaviour support

  • Walk-and-train services

  • Mantrailing and scent activities

  • Online courses and other digital products

  • Optional assessments, feedback and support services

  • Any other service sold by Lupo Academy

Additional information shown on the relevant booking or sales page forms part of the agreement between us.

3. Booking and formation of the contract

You must be at least 18 years old to make a booking or purchase.

A booking is confirmed when we accept it and receive any payment required. An automated acknowledgement does not necessarily mean that we have accepted a booking if, for example, the activity is already full or unsuitable for the dog.

You are responsible for checking that the service or product is suitable for your needs before purchasing. Please contact us before booking if you are unsure.

You must provide accurate information when booking and tell us promptly if your contact details change.

4. Prices and payment

Prices are shown in pounds sterling and include any taxes that we are required to charge.

Payment must be made using one of the payment methods offered during booking or checkout. Payments may be processed by third-party providers such as Stripe or PayPal.

We do not normally receive or store your full payment-card details.

Any additional charges, including travel charges, optional assessments or physical materials, will be shown or agreed before payment.

5. In-person classes and courses

Unless stated otherwise, group courses run for six weeks and places are limited.

You should bring:

  • Plenty of small, suitable food rewards

  • Poo bags

  • A non-squeaky toy where requested

  • Any other equipment specified in the course information

You may choose to reduce your dog’s meal before a class where appropriate, but you remain responsible for ensuring that this is safe for your dog. Do not withhold food where this would conflict with veterinary advice or your dog’s health needs.

Dogs must wear a secure, well-fitting flat collar or harness unless we have agreed otherwise.

Choke chains, prong collars, electronic collars and other equipment designed to cause pain, fear or discomfort must not be used during Lupo Academy sessions. We reserve the right to refuse the use of unsuitable or unsafe equipment.

6. Your dog’s health, behaviour and suitability

You are responsible for your dog’s health and welfare throughout any activity.

You must tell us before attending if your dog:

  • Is unwell or may have an infectious condition

  • Has experienced a recent injury or significant change in health

  • Has a history of aggression, biting or behaviour that may create a safety risk

  • Has any physical, emotional or behavioural needs that could affect participation

  • Has been advised by a veterinary professional to restrict activity 

Where appropriate, we may ask you to obtain veterinary advice before continuing training.

You remain responsible for controlling and supervising your dog unless we have expressly agreed to take responsibility as part of a specific service.

We may pause, alter or end an exercise if we believe continuing would compromise the welfare or safety of a dog or person.

We may recommend a more appropriate service if a group class is not suitable. This may include private training, veterinary assessment or referral to another qualified professional.

7. Training methods and expected results

Our teaching is reward-based and welfare-led.

Dog training outcomes depend on many factors, including the dog’s health, previous learning, environment, opportunities to practise and the owner’s consistency. We cannot guarantee a particular behavioural outcome or timescale.

You are responsible for deciding whether and how to apply the information provided. Exercises should be adjusted to suit your dog, environment and circumstances.

Nothing we provide replaces veterinary diagnosis or treatment. Seek veterinary advice if behaviour changes suddenly or you have concerns about your dog’s health or welfare.

8. Attendance and missed sessions

Please arrive promptly and follow any joining instructions provided.

If you miss part or all of a course, we cannot guarantee a catch-up session, transfer, recording or replacement class.

Where practical, we may provide supporting information or allow attendance at another suitable session, but this is at our discretion and subject to availability.

Fees are not automatically refunded because you are unable to attend.

9. Cancelling an in-person group course

Where a booking relates to a leisure activity provided on specific dates or during a specific period, the usual 14-day distance-selling cancellation right may not apply.

Our cancellation policy for group courses is:

Cancellation 14 days or more before the first session

You will receive a full refund.

Cancellation between 7 and 13 days before the first session

You will receive a refund of 50% of the course fee.

Cancellation less than 7 days before the first session

No refund is automatically due.

We may, at our discretion, offer a transfer, credit or refund of up to 25% of the course fee, depending on the circumstances, preparation already completed and whether the place can be filled.

Where we are able to fill your place, we will take this into account and will not retain more than reasonably reflects our actual loss and administrative costs.

Once a course has begun, fees are not normally refundable because of missed sessions or a decision not to continue. This does not affect your legal rights where we have failed to provide the service with reasonable care and skill.

10. One-to-one appointments and other pre-booked sessions

Please contact us as soon as possible if you need to cancel or rearrange a one-to-one appointment, Mantrailing session, workshop or other individually reserved session.

Cancellation and transfer requests will be considered based on:

  • The amount of notice given

  • Work and preparation already completed

  • Travel arrangements

  • Venue or third-party costs

  • Whether the reserved place can be filled

We will act reasonably and will not retain more than reasonably reflects the loss caused by the cancellation.

Repeated cancellations or non-attendance may result in future bookings requiring full payment in advance.

11. Travel charges

One-to-one home visits outside Basingstoke may incur a travel charge of 50 pence per mile, calculated using both the outward and return journey.

Any travel charge will be confirmed before the booking is finalised.

Additional charges may apply for parking, tolls or unusually long journeys, but these will be agreed in advance.

12. Changes or cancellations made by Lupo Academy

We may need to change an instructor, venue, date, time or delivery method because of illness, severe weather, venue problems, safety concerns or circumstances outside our reasonable control.

Where an in-person session cannot safely take place, we may:

  • Move suitable material online using Zoom or another platform

  • Rearrange the session

  • Provide an alternative session

  • Offer an appropriate credit

  • Refund the affected part of the service where no reasonable alternative can be provided

Practical dog-training sessions will only be moved online where the material can reasonably be delivered in that format.

If we cancel an entire course or service and cannot provide a reasonable alternative, you will receive a refund for the part that has not been supplied.

We are not responsible for additional personal costs, such as travel or accommodation, unless the law requires otherwise.

13. Photography and video during services

We may occasionally wish to take photographs or videos during classes, activities or appointments for training, educational or promotional purposes.

Promotional use is optional. We will seek separate consent where identifiable images or recordings of people are intended for marketing.

You will not be refused a service or treated differently because you do not consent.

You may withdraw consent for future use by contacting us. Withdrawal does not make previous lawful use invalid, but we will stop using the material in future and remove it from channels under our control where reasonably practicable.

We cannot always retrieve material that has already been printed, downloaded, shared or reposted by third parties.

We may photograph or record dogs without showing identifiable people, provided doing so does not compromise anyone’s privacy or safety.

14. Online courses and digital products

14.1 What you are purchasing

The sales page will explain what is included in each online course or digital product.

This may include:

  • Written lessons

  • Images, diagrams or demonstrations

  • Downloadable workbooks

  • Training plans

  • Access to a support group

  • Optional assessments or individual feedback

Optional assessments, personal feedback, scent materials and other additional products are not included unless expressly stated.

14.2 Immediate access

Online courses are normally supplied immediately after payment.

Before purchasing, you will be asked to:

  • Expressly agree to the digital content being supplied immediately; and

  • Acknowledge that once access begins, you lose the statutory 14-day right to cancel the purchase simply because you have changed your mind.

Your order confirmation will record this agreement.

14.3 Access period

Your purchase includes ongoing access with no fixed expiry date.

You may work through the course at your own pace and return to the materials when needed.

Access will remain available for as long as Lupo Academy continues to operate and can reasonably continue to host the course.

We do not promise that a particular website, platform or technology will remain available permanently. We may move a course to another platform, update its format, replace outdated content or make reasonable technical changes.

Where reasonably possible, we will give advance notice if a course must be withdrawn permanently and provide an appropriate opportunity to retain any downloadable materials.

Temporary interruptions may occur because of maintenance, platform outages, security issues or events outside our reasonable control.

14.4 Technical requirements

You are responsible for having:

  • A suitable internet connection

  • A compatible device and browser

  • A working email address

  • Any software reasonably required to access the materials

Please contact us if you experience access problems. We will take reasonable steps to help where the issue is within our control.

We are not responsible for problems caused solely by your device, internet provider, forgotten login details or unsupported software, although we will provide reasonable guidance where possible.

14.5 Personal account and permitted use

Your purchase is for your own personal and household use.

You must not:

  • Share your login details with another person

  • Give another person access to the course

  • Copy or distribute substantial parts of the course

  • Upload the materials to another website or platform

  • Sell, sublicense or commercially exploit the materials

  • Use the course to train clients or create competing commercial materials without written permission

  • Record or redistribute protected course pages, demonstrations or support discussions

You may download and print workbooks and resources where a download option is provided, for your own personal use.

We may temporarily suspend access if we reasonably believe an account is being shared, misused or used unlawfully. We will normally contact you and give you an opportunity to resolve the issue before permanently ending access.

14.6 Course updates

We may update, correct, expand or reorganise course material.

Reasonable updates will not normally entitle you to a refund. We will not remove a substantial part of what you purchased without providing a reasonable alternative.

14.7 Support and assessments

Any support included with a course will be described on the sales page.

General support may include clarification, progress discussion and help deciding whether an exercise needs to be simplified.

Unless expressly included, support does not include:

  • Emergency behaviour advice

  • Veterinary advice

  • Unlimited private messaging

  • Detailed individual video analysis

  • Guaranteed response times

  • A guaranteed assessment result

Where individual assessment or video feedback is offered for an additional fee, the assessment criteria, submission requirements, feedback included and resubmission arrangements will be explained before purchase.

14.8 Digital cancellations and refunds

Once you have expressly requested immediate access and access has begun, you will not normally be entitled to a refund simply because you have changed your mind or no longer wish to complete the course.

This does not affect your statutory rights.

Digital content must be of satisfactory quality, fit for any purpose made known to us and match its description. Please contact us promptly if:

  • You cannot access the purchased content

  • Important content is missing

  • The product is materially different from its description

  • A technical fault prevents reasonable use

We will first try to correct the problem or provide replacement access. Where this cannot be done within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction or refund under consumer law.

15. Intellectual property

All course content, workbooks, branding, text, graphics, photographs, videos, training plans and other original materials remain the intellectual property of Lupo Academy or the relevant rights holder.

Purchasing a service or product gives you permission to use the materials personally. It does not transfer ownership or copyright.

You may not remove copyright notices or present our material as your own.

16. Our responsibility to you

We will provide services with reasonable care and skill and digital content in accordance with your statutory rights.

We do not exclude or limit responsibility where it would be unlawful to do so, including responsibility for:

  • Death or personal injury caused by our negligence

  • Fraud or fraudulent misrepresentation

  • Deliberate misconduct

  • Your statutory consumer rights

We are not responsible for losses that were not reasonably foreseeable when the contract was made.

We are not responsible for loss arising from:

  • Failure to disclose relevant information about your dog

  • Ignoring safety instructions or veterinary advice

  • Using unsuitable equipment

  • Applying exercises in circumstances for which they were not designed

  • The behaviour of animals or people outside our reasonable control

Nothing in these terms makes you responsible for something caused by our negligence.

17. Complaints

Please contact us at tracey@lupoacademy.co.uk if you are unhappy with a service or product.

Include:

  • Your name

  • The service or product purchased

  • The date of purchase

  • A description of the problem

  • The outcome you are seeking

We will investigate and respond as soon as reasonably possible.

18. Changes to these terms

technology or legal obligations.

The terms in force when you purchase will apply to that purchase, unless a change is required by law or you expressly agree to it.

19. Governing law

These terms are governed by the law of England and Wales.

If you live elsewhere in the United Kingdom, you retain any rights to bring proceedings in the courts that apply where you live.

Nothing in these terms limits your statutory consumer rights.