CUSTOMER INFORMATION

Learning with Let Sleeping Dogs Lie is about understanding rather than control. Our courses, publications and resources are designed to encourage calm, kind and responsible Dog Listening, helping you build a stronger relationship with your dog through patience, observation and mutual trust.

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We ask everyone who learns with us to approach their journey with an open mind, recognising that every dog is an individual and that meaningful progress takes time. There are no quick fixes or one-size-fits-all solutions. Instead, we encourage thoughtful learning, consistent practice and celebrating the small moments that strengthen the bond between you and your dog.

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Our learning materials are intended to educate and support. They should always be applied with care, taking into account your own circumstances and your dog's individual needs. Where a dog has medical or behavioural concerns requiring specialist intervention, appropriate professional advice should also be sought.

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By choosing to learn with Let Sleeping Dogs Lie, you are joining a community that values respect, compassion and lifelong learning. We ask that you respect our community, our educators and our intellectual property, while embracing the principles of calm, ethical dog guardianship that underpin everything we do.

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For certain courses and services, you may also be asked to accept a more detailed Mutual Learning Agreement before accessing the content.

Your Let Sleeping Dogs Lie account gives you access to your purchased courses, digital resources, orders and other account features, all in one place. We encourage you to keep your account details accurate and your password secure to help protect your information.

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Most of our online courses are self-paced, allowing you to learn at a time and pace that suits you. Unless otherwise stated, course access is provided for the lifetime of the course, giving you the freedom to revisit lessons whenever you need a refresher or wish to continue your learning.

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Where course content is updated or improved, we'll aim to make those updates available to existing learners where appropriate. Some new courses, services or premium content may be offered separately.

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You are responsible for maintaining the security of your account and should not share your login details or allow others to access your purchased courses or digital content using your account.

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If your account includes community features, groups or discussions, we ask that everyone contributes respectfully. Let Sleeping Dogs Lie is built on kindness, understanding and mutual respect, and we reserve the right to remove content or restrict access where behaviour is abusive, offensive, unlawful or inconsistent with these values.

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If you experience any difficulties accessing your account, courses or digital purchases, please contact us and we'll do our best to help.

We aim to make purchasing from Let Sleeping Dogs Lie as simple and transparent as possible. Product prices are displayed on each product or course page and are shown in the applicable currency at the time of purchase. Where required, any applicable taxes will be included or clearly identified during checkout.

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We accept a range of secure payment methods through trusted providers such as Wix Payments and PayPal. Available payment methods may vary depending on your location and the product or service being purchased. For selected products or services, flexible payment options, such as instalment plans, may also be available and will be shown during checkout where applicable.

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Once your payment has been successfully processed, you'll receive an order confirmation by email. Digital products and online courses are usually made available shortly afterwards through your account or via the delivery method described on the product page. Physical and print-on-demand products will be processed and dispatched in accordance with the information provided at the time of purchase.

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Gift Cards are available for selected products and services and can be redeemed in accordance with the terms provided at the time of purchase. Unless otherwise stated, Gift Cards cannot be exchanged for cash and any remaining balance may be used against future eligible purchases until the expiry date.

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If we discover an error relating to pricing, product information or availability before your order has been fulfilled, we reserve the right to correct the error and contact you to discuss the available options before proceeding.

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If you have any questions about a purchase, payment or order, please get in touch and we'll be happy to help.

All Let Sleeping Dogs Lie courses, publications, digital resources and other learning materials are licensed for personal use by you and members of your immediate household, unless otherwise stated. Purchasing or accessing our content gives your household permission to learn together; it does not transfer ownership of the content or its intellectual property.

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You and members of your immediate household may download, view and use your purchased resources for your own personal learning and reference. However, you may not copy, reproduce, modify, distribute, share your account or purchased content outside your household, resell, or make our content publicly available without our prior written permission.

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If you are a business, organisation, rescue, veterinary practice, kennel, trainer or other professional wishing to use our resources as part of your work, teaching or client services, please contact us to discuss an appropriate commercial or organisational licence.

 

We appreciate that many people like to recommend our work to others. You're very welcome to share links to our website, courses and shop, but please don't share purchased downloads, course content or other licensed materials with others, as this helps us continue creating new resources and supporting responsible dog guardianship.

 

If you're ever unsure whether something is permitted, simply get in touch. We'll always be happy to discuss the most appropriate way to use our content.

Our digital products are designed to give you instant access to practical, thoughtful learning that you can enjoy whenever it suits you. This includes digital publications, companion guides, downloadable resources and other items available through our Digital Library.

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Unless otherwise stated, digital products are made available immediately after your purchase has been successfully processed. Access is provided through your account, by download, or by the delivery method described on the individual product page.

 

As digital products are delivered electronically, they are licensed for your personal use in accordance with the Personal Use & Licensing section of this Customer Information page. Please ensure you download and store your purchases appropriately where downloads are provided.

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From time to time, we may update or improve selected digital resources to correct errors, improve quality or add value. Where appropriate, these updates may be made available to existing customers.

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Due to the nature of digital products, they are generally non-refundable once access has been provided or a download has been made, unless required by law or where a product is faulty or inaccessible. If you experience any problems accessing your purchase, please contact us and we'll do our best to resolve the issue promptly.

Some of our products are made especially for you once you place your order. This helps reduce waste, avoid unnecessary stock and allows us to offer a wider range of carefully designed products.

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Print-on-demand items are produced and fulfilled by our trusted manufacturing partners using the specifications provided when you place your order. Because each item is made to order, production and delivery times may vary and estimated delivery dates are provided during checkout where available.

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Please take care when selecting sizes, colours, designs and delivery details before completing your purchase, as made-to-order products cannot usually be changed once production has begun.

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If your order arrives damaged, faulty, or you receive an incorrect item, please contact us as soon as possible with details and, where possible, photographs of the issue. We'll work with our fulfilment partner to investigate and arrange an appropriate resolution.

 

Further information about returns and refunds for print-on-demand products can be found in the Returns & Refunds section of this Customer Information page.

In addition to our digital resources, Let Sleeping Dogs Lie may offer a range of physical products through our Shop to support responsible dog guardianship and everyday life with dogs. These may include stocked items, gifts, learning resources and other carefully selected products that support calm, kind living with dogs.

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Product descriptions, prices, availability and delivery information are provided on each individual product page. While we make every effort to ensure this information is accurate, availability may occasionally change, and some products may only be available for a limited time.

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Where products require delivery, we'll aim to dispatch them within the timescales stated at the time of purchase. Delivery times are estimates and may occasionally be affected by circumstances beyond our control.

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If you receive a product that is damaged, faulty or incorrect, please contact us as soon as possible so we can investigate and arrange an appropriate resolution.

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As Let Sleeping Dogs Lie continues to grow, we may introduce new physical product ranges or fulfilment services. Any additional information or product-specific terms will always be clearly explained on the relevant product pages where applicable.

We want you to feel confident when purchasing from Let Sleeping Dogs Lie and will always do our best to resolve any genuine issues fairly and promptly.

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Because we offer a range of products and services, returns and refund eligibility may vary depending on what you've purchased.

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Digital products and online courses are generally non-refundable once access has been provided or digital content has been downloaded, except where required by law or where a product is faulty or cannot be accessed as intended.

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Print-on-demand products are made especially for you and cannot usually be returned because you've changed your mind or selected the wrong size, colour or design. However, if your order arrives damaged, faulty or incorrect, please contact us as soon as possible so we can investigate and arrange an appropriate resolution.

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For stocked physical products, where applicable, returns may be accepted in accordance with your statutory consumer rights and any product-specific information provided at the time of purchase. Items should normally be returned unused, in their original condition and packaging unless they are faulty.

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If you experience a problem with any purchase, we encourage you to contact us before returning an item. We'll always aim to understand the issue and work with you to find a fair solution.

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Nothing in this Customer Information page affects your statutory rights under the consumer laws of England and Wales.

Our consultations provide an opportunity for more personalised guidance, helping you apply Dog Listening principles to your own dog and circumstances. Whether you're looking for reassurance, practical support or help understanding a particular situation, we'll always aim to offer calm, thoughtful advice tailored to your needs.

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Consultations are available by enquiry and are subject to availability. Details of the consultation, including the format, duration and price, will be provided before any booking is confirmed.

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To help you get the most from your consultation, we may ask you to provide some background information in advance. This allows us to better understand your circumstances and make the best use of our time together.

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If you need to cancel or rearrange a confirmed consultation, please let us know as soon as possible. Where possible, we'll do our best to accommodate alternative arrangements, although short-notice cancellations may not always be eligible for a refund or rescheduling.

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Our consultations are educational and supportive in nature. They are intended to help you better understand your dog and develop practical, ethical approaches through Dog Listening. They are not a substitute for veterinary advice, diagnosis or emergency care where these are required.

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If you're unsure whether a consultation is right for you, please get in touch. We'll be happy to discuss your situation and help you choose the most appropriate option.

We take your privacy seriously and are committed to protecting your personal information. Any information you share with Let Sleeping Dogs Lie is handled responsibly, securely and in accordance with applicable data protection laws.

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We only collect the information necessary to provide our products, services and customer support, process orders, manage your account, and improve your experience with us. We never sell your personal information to third parties.

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Where trusted third-party providers are used to process payments, deliver products, host our website or support our services, they will only receive the information necessary to carry out those services on our behalf and are expected to protect your information appropriately.

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For full details of how we collect, use, store and protect your personal information, including your rights under data protection legislation, please read our separate Privacy Policy.

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If you have any questions about how your information is used, or wish to exercise your privacy rights, please contact us and we'll be happy to help.

We believe that learning should be accessible to as many people as possible. We're committed to creating a website, courses and resources that are welcoming, inclusive and easy to use, and we continue to improve accessibility as our business grows.

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When developing our website and learning materials, we aim to follow recognised accessibility best practices wherever reasonably possible. This includes considering clear navigation, readable content, meaningful structure and compatibility with a wide range of devices and assistive technologies.

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Accessibility is an ongoing process rather than a one-time achievement. As we introduce new products, courses and website features, we'll continue to review and improve the experience for all users.

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If you experience any difficulty accessing our website, courses or resources, or have suggestions that could help us improve accessibility, we'd genuinely appreciate hearing from you. We'll always do our best to provide information in an alternative format or find a practical solution where we can.

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For more detailed information about our commitment to accessibility, please see our separate Accessibility Statement.

Whether you have a question before purchasing, need support with an order, or simply want to learn more about Dog Listening, we're always happy to help.

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If you need help with an order, accessing your account, downloading a digital product, or resolving a problem, please get in touch and we'll do our best to assist you as quickly as possible.

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For consultation enquiries, licensing requests, business partnerships or other general enquiries, please visit our Contact Us page and choose the most appropriate enquiry option. Providing as much information as possible will help us respond more efficiently.

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We aim to respond to all enquiries as promptly as we can, although response times may occasionally vary during busy periods, weekends or public holidays.

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Thank you for choosing Let Sleeping Dogs Lie. We truly appreciate your support and look forward to being part of your journey towards a calmer, kinder and more connected life with your dog.

These Terms & Conditions explain the general principles that apply when using the Let Sleeping Dogs Lie website, creating an account, purchasing products or services, enrolling on a course, downloading digital content, or otherwise interacting with us.

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They should be read alongside all of the information provided within this Customer Information page, including our Learning Agreement, Your Account & Course Access, Purchases & Payments, Personal Use & Licensing, Digital Products, Print-on-Demand Products, Physical Products, Returns & Refunds, Consultations, Privacy Policy and Accessibility Statement. Together, these sections form the agreement between you and Let Sleeping Dogs Lie Ltd.

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Acceptance of These Terms

By accessing our website, creating an account, purchasing a product or service, enrolling on a course, downloading content, or using any part of our website, you agree to these Terms & Conditions and the information provided throughout this Customer Information page.

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If you do not agree with these Terms & Conditions, you should not use our website or purchase our products or services.

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About Let Sleeping Dogs Lie

Let Sleeping Dogs Lie Ltd provides educational courses, digital publications, downloadable resources, consultations, print-on-demand products, gift cards and other related products and services designed to support calm, kind and responsible Dog Listening.

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Everything we create is intended to encourage understanding, strengthen relationships between dogs and their guardians, and promote responsible, ethical learning.

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Your Responsibilities

When using our website or services, you agree to:

• Provide accurate and up-to-date information when creating an account or placing an order.

• Keep your account details and password secure.

• Use our website, courses and resources responsibly and lawfully.

• Treat other members respectfully where community features or discussion areas are available.

• Respect our intellectual property and licensing arrangements.

• Follow the guidance and expectations explained throughout this Customer Information page.

 

Our Responsibilities

We are committed to providing clear information, high-quality learning resources and a positive customer experience.

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We will make every reasonable effort to ensure our website, products and services are accurate and available. However, we cannot guarantee uninterrupted access at all times, and we may occasionally need to carry out maintenance, updates or improvements.

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Where a genuine mistake occurs relating to pricing, product information or availability, we reserve the right to correct the error and, where necessary, contact affected customers before processing or completing an order.

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Website, Courses and Services

Our courses, products and services may evolve over time as we continue to improve Let Sleeping Dogs Lie.

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We may update course content, learning resources, publications, product descriptions or website features to improve quality, reflect new information or respond to changes in our business. Where appropriate, updated content will become available in accordance with the relevant product or course.

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We reserve the right to amend, suspend or withdraw products or services where necessary.

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Intellectual Property

Unless otherwise stated, all content published by Let Sleeping Dogs Lie Ltd, including courses, publications, digital downloads, written materials, graphics, branding, logos, images and learning resources, remains our intellectual property and is protected by copyright and other applicable intellectual property laws.

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Purchasing or accessing our products provides you with a licence to use them in accordance with the Personal Use & Licensing section of this Customer Information page. It does not transfer ownership of any intellectual property rights.

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External Links

Our website may occasionally contain links to third-party websites or services for your convenience. We are not responsible for the content, availability or privacy practices of those external websites.

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Limitation of Liability

We take great care to provide accurate information, practical guidance and high-quality learning resources. However, every dog, household and situation is different.

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Our courses, publications, downloads and consultations are provided for educational purposes and are designed to support responsible dog guardianship. They should not be considered a substitute for professional veterinary advice, emergency medical care or other specialist services where these are required.

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To the fullest extent permitted by law, Let Sleeping Dogs Lie Ltd shall not be liable for indirect or consequential losses arising from the use of our website, products or services. Nothing within these Terms & Conditions limits or excludes liability where it cannot legally be excluded under the laws of England and Wales.

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Changes to These Terms

We may update these Terms & Conditions and the information contained within this Customer Information page from time to time to reflect changes to our business, products, services or legal obligations.

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The version published on our website at the time of your purchase or use of our services will apply.

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Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes relating to the use of our website, products or services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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Contact Us

If you have any questions about these Terms & Conditions or anything contained within this Customer Information page, please get in touch before making a purchase or using our services. We'll always do our best to answer your questions clearly and helpfully.