Terms of Use

Last updated: 2nd March 2026

Between: Insight Behaviour (“We”, “Us”, “The Practice”)
And: The Client (“You”, “The Owner”, “The Referring Professional”)

By booking or engaging our services, you confirm that you have read, understood, and agree to these Terms and Conditions.

ℹ️ At a Glance

  • Referrals & Safety: All consultations require a veterinary referral, and you remain legally responsible for your animal’s conduct and safety at all times.
  • Cancellations: We require 48 hours’ notice for cancellations; refunds may not be possible or may be partial depending on the amount of professional work already completed.
  • Outcomes: While we use evidence-based veterinary methods, animal behaviour is unpredictable and results cannot be guaranteed.

1. Our services

**We do not provide emergency veterinary care. If your animal is acutely unwell or presents an immediate risk, you must contact your primary care veterinary surgeon or emergency service immediately.**

Insight Behaviour provides veterinary behavioural consultancy services for dogs, cats, and horses.

Services may include:

  • Behavioural assessment and case analysis
  • Written reports and behaviour modification plans
  • Psychopharmacological guidance
  • Risk management strategies
  • Follow-up support
  • Case discussion support for veterinary surgeons
  • Veterinary input for non-veterinary behaviourists

All services are advisory in nature. Behaviour is influenced by many factors including health, genetics, environment, history, and consistency of implementation. While we use evidence-based methods, animal behaviour is unpredictable. We do not guarantee specific outcomes or ‘cures.’ Success is dependent on the Client’s consistent implementation of the recommended plan.

 

Remote consultations are based on the information you provide and available medical records. Unless explicitly agreed in writing, we are not physically examining your animal. 

For remote consultations, the Client is responsible for ensuring a stable internet connection. No refunds will be issued for technical issues on the Client’s end.

2. Professional Standards & RCVS Compliance

Insight Behaviour is delivered by a veterinary surgeon regulated by the Royal College of Veterinary Surgeons (RCVS).

All services are provided in accordance with:

  • The RCVS Code of Professional Conduct
  • UK animal welfare legislation
  • Relevant prescribing and VCPR guidance

Where there is any conflict between client preference and professional or legal obligations, professional and welfare responsibilities will take priority.

3. Veterinary Referral & Clinical Responsibility

Behavioural concerns frequently have medical or pain-related components.

Before consultation, you must provide details of your primary care veterinary surgeon.

By engaging our services, you consent to:

  • Us contacting your veterinary surgeon to obtain relevant medical history
  • Sharing our clinical reports and recommendations with your veterinary surgeon

Where medication is discussed:

  • We may provide clinical reasoning and recommendations.
  • Prescribing decisions remain the responsibility of the veterinary surgeon holding the clinical relationship.
  • We do not prescribe remotely unless a valid veterinary-client-patient relationship exists in accordance with RCVS guidance.

Unless otherwise formally agreed, your primary care veterinary surgeon retains responsibility for diagnosis, investigation, prescribing, and ongoing medical care.

Our services are subject to a valid veterinary referral. It is the Client’s responsibility to ensure their vet has provided the necessary medical history. We reserve the right to cancel or postpone consultations if medical clearance is not received, and admin fees may apply.

 

4. Support for Veterinary Professionals & Behaviourists

Where services are provided to veterinary surgeons:

  • We offer behavioural case discussion and treatment planning input.
  • The attending veterinary surgeon retains ultimate clinical responsibility for their patient.

Where services are provided to non-veterinary behaviourists:

  • We may advise on potential medical differentials, pain considerations, and psychopharmacological options.
  • We may recommend referral back to the primary care veterinary surgeon for investigation or prescribing.
  • We do not assume clinical responsibility unless formally engaged as the consulting veterinary surgeon.

Behaviourists remain responsible for behavioural implementation within their professional remit.

5. Medical, Pain & Welfare Considerations

As a veterinary-led service, assessment of potential medical contribution forms part of the behavioural evaluation.

If pain or medical pathology is suspected, we may:

  • Recommend diagnostic investigation
  • Restrict behavioural work to safety and management strategies
  • Pause active modification work pending medical assessment

Fees reflect professional time spent reviewing records, analysing cases, and preparing reports. Once work has commenced, fees are not refundable, even if behavioural work is paused due to medical investigation.

Animal welfare and legal responsibilities always take priority.

6. Client Responsibilities

To support safe and effective progress, you agree to:

  • Provide full and accurate disclosure of behavioural and medical history
  • Provide full disclosure of prior bites, aggression, and any legal notices, Control Orders, or Certificates of Exemption.
  • Follow safety and management advice
  • Implement behaviour plans consistently

You remain legally responsible for your animal at all times.

7. Behavioural Risk, Safety & Legal Duties

Animals experiencing fear, anxiety, pain, or aggression may behave unpredictably.

You are responsible for:

  • Safe containment and management
  • Use of appropriate safety equipment where advised
  • Compliance with UK legislation, including the Dangerous Dogs Act 1991 and subsequent amendments

Where there are serious safeguarding concerns, significant public safety risk, or legal obligations to act, we reserve the right to discontinue services and notify appropriate authorities.

Human safety takes priority.

8. Equine Yard Visits & Liability

Where services are provided at a yard, livery, or equestrian facility:

  • You confirm that you have permission for us to attend the premises.
  • You are responsible for ensuring a safe working environment.
  • Horses must be handled by a competent adult unless otherwise agreed.
  • Known risks (kicking, rearing, bolting, handling issues) must be disclosed in advance.

We reserve the right to withdraw from a yard visit if:

  • The environment is unsafe
  • Adequate handling support is not available
  • There is undisclosed significant risk

Insight Behaviour accepts no liability for injury to third parties, horses, handlers, or property unless directly resulting from proven negligence.

 

The Client remains responsible for the animal’s conduct at all times. Insight Behaviour is not liable for any injury, loss, or damage caused by the animal during or after a consultation. Owners must follow safety instructions (e.g., use of muzzles or leads) provided by the behaviourist.

9. Cooling-Off Period

Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period from the date of payment for services booked remotely.

If you request services to begin within this period, you acknowledge that your right to cancel may be reduced or waived once professional work has commenced (including case preparation or record review).

10. Follow-Up Support

Standard behaviour consultations include follow-up support for two (2) months from the date of the initial consultation unless otherwise agreed in writing.

Some services (including veterinary and behaviourist support packages) may include three (3) months of support where explicitly stated.

Follow-up support includes reasonable communication during the support period.

Unused support does not roll over and is non-refundable.

If circumstances change significantly or if contact resumes after more than three (3) months, reassessment may be required and may incur additional fees.

11. Fees & Cancellations

Bookings are confirmed once payment is received.

Cancellations require a minimum of 48 hours notice.

Cancellations made with less than 48 hours notice will incur a £50 administration fee. Additionally, where significant case preparation or medical record review has already been undertaken, we reserve the right to retain a portion of the fee proportional to the work completed.

If case preparation or medical record review has begun, fees may be retained in part or full to reflect professional time undertaken.

Refunds are not provided once consultation and assessment have taken place.

12. Insurance & Limitation of Liability

Insight Behaviour holds appropriate professional indemnity insurance.

You remain legally responsible for your animal at all times.

Insight Behaviour shall not be liable for injury, loss, damage, or incident caused by your animal unless directly resulting from proven negligence.

We are not liable where advice or safety guidance has not been followed.

13. Communication Boundaries

This is not an emergency service.

Responses outside standard working hours are not guaranteed.

14. Data Protection & Confidentiality

Client data is stored securely in accordance with UK GDPR and the Data Protection Act 2018.

Reports may be shared with your veterinary surgeon or referring professional with your consent.

15. Intellectual Property

All reports, behaviour plans, guidance documents, and materials remain the intellectual property of Insight Behaviour and may not be reproduced or distributed without written permission.

16. Force Majeure

Neither party shall be liable for failing to perform obligations due to causes beyond their reasonable control (e.g., natural disasters, war, or government orders). This clause does not excuse the Client’s obligation to pay for Services already rendered. The affected party must provide prompt notice and resume work as soon as possible.

17. Governing Law

These Terms and Conditions are governed by the laws of England and Wales and subject to the jurisdiction of the courts of England and Wales.