These Terms & Conditions of Service are governed by the law of England and Wales, and they apply between:

The Provider:
Vicky (Vasiliki) Stavropoulou, Registered Veterinary Nurse (“RVN”) and Pre-Certificated Clinical Animal Behaviourist (“CAB”), trading as Vicky Stavropoulou Behaviour Nurse (“I”, “me”, “my”),

and

The Client:
The owner or legal guardian of the animal(s) receiving services.

I provide behaviour consultations, cooperative care training, locum veterinary nursing, & home-based pet care services in London and surrounding areas, as well as remotely where appropriate.

I practise in accordance with the professional and ethical standards expected of UK Registered Veterinary Nurses (i.e. the Royal College of Veterinary Surgeons Code of Professional Conduct) and those of behaviour professionals (i.e. the Code of Conduct for Certificated Clinical Animal Behaviourists), including:

• Working within my competence, qualifications, and experience;
• Prioritising animal welfare and humane, evidence-based approaches;
• Undertaking yearly continuing professional development (CPD);
• Holding appropriate professional indemnity and public liability insurance.

I operate as an independent sole trader.

By booking and engaging the Provider’s services, the Client confirms they have read, understood, and agreed to these Terms & Conditions.

Scope of Services

1. I offer behaviour and training-related services which may include, but are not limited to:

• Behaviour consultations;
• Cooperative care training sessions;
• Written behaviour reports and support plans;
• Follow-up support.

2. Full details of current services, formats, and fees are available on my website or will be provided before booking.

3. I do not diagnose medical conditions or prescribe medication. Any discussion of medication is limited to general information and any such queries must be directed to a veterinary surgeon.

Veterinary and Professional Involvement

1. Behaviour is closely linked to physical health. Clients agree that:

• Their animal is registered with a veterinary practice, and under the care of a veterinary surgeon, who will complete the Veterinary Referral.
• Relevant medical history will be shared where appropriate.
• Not knowingly suffering from an untreated medical condition that could affect their behaviour.

2. For behaviour consultations, I may require written confirmation from a veterinary surgeon that medical causes have been considered or addressed before commencing or continuing work.

3. With client consent, I may liaise with the client’s veterinary surgeon or other relevant professionals to support the animal’s welfare.

Bookings and Payment

1. A booking is confirmed once all three conditions below have been met:

• An appointment time has been agreed;
• Required forms and history questionnaires have been completed; and
• Payment (or deposit, where applicable) has been received.

2. Fees are payable directly to me and are not processed by any referring veterinary practice, unless otherwise agreed in writing.

3. Payment terms (including deposits, instalments, or package pricing where applicable) will be confirmed at the time of booking.

4. Failure to make payment in accordance with agreed terms may result in suspension or cancellation of services.

Cancellations and Rescheduling

1. Clients must provide at least FIVE days’ notice to cancel or reschedule a behaviour consultation, and 48 hours’ (2 days) notice to cancel or reschedule a training session.

2. No refunds (partial or full), credits, or substitute services can be issued for missed appointments (training sessions or behaviour consultations).

3. All bookings are non-refundable once scheduled. Sessions cancelled with less than the required notice will be charged in full, as agreed and stated on the invoice. Sessions can be moved to an alternative date/time if given the required notice.
Partial refunds cannot be issued for unused sessions after a package has been started.

4. If I need to cancel or rearrange an appointment due to illness, emergency, or circumstances beyond my control, I will offer an alternative appointment or refund any payment made for that session.

5. For safety reasons, I may suspend or terminate a session if an animal presents a significant safety risk, if important behavioural information has been omitted (e.g. bite history), or if requested safety measures are not followed.

Refusal or Termination of Services

1. I reserve the right to refuse or discontinue services where:

• There are significant safety concerns;
• Client behaviour is inappropriate or abusive;
• Fees remain unpaid;
• The case falls outside my professional competence.
• Welfare standards are not being upheld.

2. Clients may discontinue services at any time, subject to the cancellation policy above.

Location and Delivery of Services

1. Services may be delivered:

• At the client’s home;
• At an agreed third-party location (such as a veterinary practice);
• Remotely via video consultation.

2. For home visits, clients are responsible for ensuring:

• A safe and suitable environment for training;
• That all household members are aware of the session;
• That children are appropriately supervised;
• That any animals are safely managed prior to my arrival.

3. For in-clinic sessions, room availability is subject to the hosting practice’s operational requirements.

4. For remote consultations, clients acknowledge that assessment is based on information provided verbally and via video, and limitations inherent in remote assessments may apply.

Training Methods and Animal Welfare

1. My work is based on humane, ethical, and evidence-informed approaches. I do not endorse or use methods that intentionally cause pain, fear, or intimidation.

2. Clients agree not to use aversive equipment or techniques that may compromise welfare or undermine the agreed behaviour plan without prior discussion.

3. If I believe an animal’s welfare is compromised or that veterinary assessment is required, I may pause sessions until appropriate advice has been sought.

4. Behaviour change and progress depends on multiple factors including the learner’s environment, learning history, health status, and client implementation and consistency. Specific outcomes cannot be guaranteed.

Client Responsibilities

1. Clients agree to:

Provide accurate and complete information regarding behaviour and health history;

• Disclose any known risks, including bite history or aggressive incidents;
• Implement agreed management, safety, and training advice consistently;
• Ensure appropriate insurance cover for their animal where applicable.

2. Behaviour change requires consistency and commitment. The Provider cannot guarantee specific outcomes, as results depend on multiple factors. The Provider provides guidance, education, and practical support, but cannot control the Client’s implementation of recommendations.

3. Clients remain legally responsible for their animal at all times.

Safety and Risk

1. Working with animals carries inherent risk. While reasonable care is taken to promote safety and anticipate behaviours, clients acknowledge that animals may behave unpredictably.

2. I may suspend or modify sessions if I believe safety or welfare is compromised.

3. I am not liable for injury, loss, or damage arising from:

• Failure to follow advice provided;
• Inaccurate or incomplete information supplied by the client or the veterinary surgeon;
• Uncontrolled events/factors beyond my reasonable control.

4. Nothing in these Terms & Conditions of Services excludes or limits liability where it would be unlawful to do so under UK law.

Records and Communication

1. I maintain clinical and training records in accordance with professional and legal obligations.

2. Written reports or summaries may be provided following consultations.

3. Personal data will be processed in accordance with UK data protection legislation.

4. With client consent, relevant information may be shared with the animal’s veterinary surgeon or other professionals involved in their care.

5. Information will be used solely for the purposes of providing agreed services, maintaining records, and communicating with the client and, where consent is given, relevant professionals.

Intellectual Property

1. Any written materials, handouts, behaviour modification plans, or resources provided remain my intellectual property.

2. Materials are for personal use only and must not be reproduced, distributed, or used commercially without written permission.

Complaints Procedure

1. If a client is dissatisfied with any aspect of the service, they are encouraged to raise concerns in writing so that the matter can be addressed promptly and professionally.

2. Where applicable, clients may also have the right to raise concerns with relevant professional or regulatory bodies.