Last updated: 2 October 2025
1. About these terms
1.1 These terms and conditions apply to purchases from Canine Nutrition Coach (“CNC”, “we”, “us”, “our”).
1.2 By placing an order you agree to be bound by these terms.
2. How to contact us
2.1 Email: [email protected]
2.2 Service of notices and returns address: CNC HQ, PO Box 753, Tunbridge Wells, TN9 9XL, United Kingdom.
2.3 We sell to England, Wales and Scotland only. We do not supply to Northern Ireland, Channel Islands or Isle of Man.
3. Important notices (read this first)
3.1 Not veterinary care. CNC provides educational information and complementary feed products. We do not provide veterinary diagnosis, treatment or prescriptions. Always consult your veterinary surgeon about your dog’s health.
3.2 No medical claims. Our products are supplied as complementary feed / dietary supplements for dogs. We do not claim to prevent, treat or cure disease.
3.3 Owner responsibility. You are responsible for your dog’s health, suitability of any product, careful reading of labels/instructions, and consulting your vet when in doubt.
3.4 Dosage guidance. Label directions are the baseline. CNC may provide tailored written guidance for your individual dog by email or in a guidance letter. You must read both, apply common sense, and stop use if adverse effects occur.
3.5 Allergens and suitability. Royal Jelly is a bee product; introduce gradually and discontinue if any reaction occurs. Organic Wheatgerm Oil is a high-fat oil and not suitable for dogs requiring low-fat diets or with wheat allergy.
3.6 Cycling (Royal Jelly). Do not use Royal Jelly continuously for more than 6 months without a 3-month break.
3.7 Clubs, blogs and podcasts. Content provided in clubs, on our website and via podcasts is general education/entertainment, not personalised advice.
4. Age and territory
4.1 You must be 18 or over to purchase.
4.2 We deliver to England, Wales and Scotland only.
5. Products, packaging and substitutions
5.1 Images are illustrative; packaging may vary.
5.2 Tamper-evident packaging. Pouch products are supplied heat-sealed. Some bottles include tamper seals. Where a product is not supplied with a tamper-evident seal, the closure will be secured at dispatch and must remain intact for any change-of-mind return (see clause 12).
5.3 Substitutions. With your consent we may substitute like-for-like items of equal value if an item is out of stock. You may pay any difference if you choose a higher-priced alternative, or receive a refund of any lower difference.
6. Orders and contract formation
6.1 Order channels: our Weebly website, manual Square invoices, selected PayPal membership payments, and in-person sales via approved stockists (HomeScan Dog Breeding Services and North West Breeding Services).
6.2 We accept your order when we email to confirm or issue an invoice/receipt; that is when a binding contract forms.
6.3 We may decline or cancel an order (with a full refund) if an item is unavailable, there is an obvious pricing/description error, we cannot meet your requested delivery, or supply would breach law or our policies.
7. Prices, payment and vouchers
7.1 Prices are shown in GBP. We may change prices at any time before acceptance.
7.2 Payment is up-front at checkout, or on receipt of invoice; for B2B we may agree up-front or within 7 days (see Appendix B2B).
7.3 Pricing errors. If a price is obviously wrong, we may cancel and refund even after acceptance.
7.4 Discount codes/gift vouchers: single-use unless stated, 12-month expiry. Vouchers are void if CNC ceases trading.
7.5 We accept card payments, PayPal (for some memberships), and cash in person.
7.6 We are not currently VAT registered. If VAT applies in future, invoices will state whether prices are inclusive.
8. Delivery and risk
8.1 Dispatch days: Tuesdays and Fridays. Cut-off 09:00 on dispatch days. Dispatch may be delayed by illness or events beyond our reasonable control.
8.2 Delivery services: Standard (approx. 3–5 working days, RM Tracked 48), Priority (approx. 1–3 working days, RM Tracked 24), Free Standard on orders over £50, and Royal Mail Special Delivery by 1pm only by prior arrangement.
8.3 Safe-place deliveries are at your risk. Ensure the delivery address is accurate.
8.4 Risk passes on delivery (or first delivery attempt where you have selected safe place). Title passes on our receipt of full payment.
8.5 Lost parcels. We follow Royal Mail guidance. For Tracked 24/48, we will treat an item as lost 10 working days after the due date and then offer replacement or refund.
8.6 Transit damage/shortage. Email [email protected] within 24 hours of delivery with photos of the outer packaging, inner packaging, product, label and batch code.
9. Information we need from you
9.1 We may need details about your dog (breed, weight, breeding stage) to tailor guidance. Provide accurate information and update us of changes. We are not responsible for issues caused by incorrect or incomplete information.
10. Services and coaching (including diet plans)
10.1 Appointment changes: free reschedule once with >24 hours notice.
10.2 Cancellations: cancel >24 hours before to avoid charges. No-show or <24 hours cancellation = full fee.
10.3 We may record 1:1 sessions and provide a transcript or summary at our discretion.
10.4 No guarantees. Outcomes (e.g. fertility, milk supply, whelping, recovery) can’t be guaranteed.
11. Memberships and live sessions
11.1 Memberships are monthly, auto-renewing. Cancel any time; access continues until the next billing date. No pro-rata refunds.
11.2 We may record group calls for replay within the membership. By joining, you grant CNC a non-exclusive licence to use your contributions inside the membership space. We may use short clips/testimonials in marketing; tell us if you prefer to anonymise.
11.3 Code of conduct. No harassment, abusive behaviour, illegal content or health misinformation. We may suspend or terminate membership without refund for serious breach.
12. Returns and cancellations (consumers)
12.1 Change-of-mind (distance customers). You may cancel within 14 days of delivery. For supplements, returns are accepted only if the item is sealed/unopened and in resaleable condition. Where no tamper-evident seal is present, any original closure/safety sticker must be intact and there must be no sign of opening. You pay return postage.
12.2 RMA required. Before returning, email [email protected] to obtain return instructions. Unauthorised returns may be refused.
12.3 We deduct a handling fee of £3 or 10% of the item price (whichever is lower) on change-of-mind returns. This deduction reflects the reasonable costs of processing and inspecting returned goods. Your statutory rights are not affected.
12.4 Hygiene exception. For sealed items opened after delivery, the right to cancel does not apply (health protection and hygiene).
12.5 Faulty/not as described. If an item is faulty or not as described, we will repair, replace or refund under the Consumer Rights Act 2015 and cover reasonable return postage.
12.6 Refunds are made within 14 days of receiving the returned item or evidence of posting (for cancellations) via the original payment method.
12.7 Digital content. If you request or access digital content immediately, you acknowledge you lose the 14-day cancellation right once download/stream starts.
13. Worm screening kits (resale)
13.1 CNC sells FECLAB kits as a retailer. The testing service contract is between you and FECLAB.
13.2 If your kit arrives damaged/defective, we will replace or refund at our option upon return. Issues with lab analysis or results must be raised with FECLAB.
14. Stud dog services
14.1 Services: Natural mating at our premises or chilled semen dispatch by arrangement (additional collection/shipping costs payable by you).
14.2 Payment: Stud fee is payable in cash at the time of mating. We may change the stud fee at any time up to mating.
14.3 Eligibility for remate: If the bitch is progesterone-tested or cytology-tested before mating (proof required before or at mating) and is scanned 28+ days post-mating by an insured, qualified professional and found not pregnant, a free remate for the same bitch is offered on her next season within 12 months of the contract date. If no such test was performed, a £100 remate fee applies under the same timing.
14.4 No cash refunds. If a remate is due but the stud is unavailable owing to illness, death or other events beyond our control, no monetary payment will be made.
14.5 Chilled semen risk. We are not liable for postal delays, loss, or poor post-thaw recovery. Handling at the recipient vet is the owner’s responsibility.
14.6 Welfare & sale of puppies. Puppies must not be sold before 8 weeks of age.
14.7 A separate Stud Service Agreement may be presented for signature at mating; its terms will apply in addition to this clause.
15. Website use, IP and acceptable use
15.1 Ownership. All content on our website, blogs, podcasts, PDFs, guidance letters, downloads, images and video is owned by CNC or our licensors.
15.2 Licence to members/clients. We grant a personal, non-transferable licence to access and use resources for your own household/dogs. Redistribution, resale, publication or sharing is prohibited without written consent.
15.3 Acceptable use. Do not copy, scrape, frame, reverse engineer or misuse our site. We may suspend access for breach.
16. Promotions, events and changes
16.1 We may change products, packaging, formulations, pricing and dispatch days from time to time.
16.2 Events or sessions may be rescheduled or cancelled for low numbers or reasons beyond our control; if cancelled by us, you’ll receive a full refund of the event fee.
17. Liability
17.1 We are responsible for loss or damage caused by our negligence, fraud or fraudulent misrepresentation, and for liabilities that cannot by law be limited or excluded.
17.2 For consumers, we are not liable for business losses.
17.3 You remain responsible for your dog’s health and for following labels and tailored guidance with care; stop use and consult a vet if adverse effects occur.
18. Force majeure
18.1 We are not in breach nor liable for delay or failure where caused by events beyond our reasonable control, including but not limited to epidemics, extreme weather, power or internet failures, courier or postal strikes, supply-chain disruption, acts of government or law.
19. Complaints
19.1 Email [email protected]. We aim to acknowledge within 3 working days and to respond substantively as soon as reasonably possible.
20. Privacy and cookies
20.1 We process personal data in accordance with our Privacy Policy at https://www.caninenutritioncoach.co.uk/privacy-policy.html and our Cookie Policy. We collect limited information about your dog (e.g. breed, weight, breeding stage) linked to your account in order to supply guidance; as it is linked to you, it is treated as personal data under UK GDPR. We keep purchase records for 6 years for tax; dog notes are retained for ongoing care unless you ask us to delete them (subject to legal retention obligations).
21. General
21.1 Assignment/subcontracting. We may assign or subcontract our rights/obligations. You need our consent to assign your rights.
21.2 Entire agreement. These terms are the entire agreement for your purchase.
21.3 Severance. If any part is invalid, the rest remains effective.
21.4 No waiver. Delay in enforcing is not a waiver.
21.5 Legal identity. Canine Nutrition Coach is the trading name of Isobel May Smith, sole trader.
21.6 Data Protection. Canine Nutrition Coach (Isobel May Smith) is registered with the Information Commissioner’s Office (ICO) as a data controller under registration number ZC005614.
21.7 Governing law and jurisdiction. English law applies. Courts of England and Wales have exclusive jurisdiction.
Appendix - B2B/Wholesale terms (apply when you purchase in business capacity)
B1. Prices may differ for wholesale. Payment is up-front or within 7 days of invoice by agreement.
B2. Delivery is FCA/CPT equivalent domestic terms via Royal Mail/courier. Risk passes on delivery; title passes on full payment.
B3. No change-of-mind returns. Defective items will be repaired/replaced/refunded at our option. You must inspect within 48 hours of delivery and notify us with evidence.
B4. Liability cap. Our liability for business purchases is limited to the price paid for the order giving rise to the claim. Nothing limits liability for death or personal injury caused by negligence, or for fraud.
1.1 These terms and conditions apply to purchases from Canine Nutrition Coach (“CNC”, “we”, “us”, “our”).
1.2 By placing an order you agree to be bound by these terms.
2. How to contact us
2.1 Email: [email protected]
2.2 Service of notices and returns address: CNC HQ, PO Box 753, Tunbridge Wells, TN9 9XL, United Kingdom.
2.3 We sell to England, Wales and Scotland only. We do not supply to Northern Ireland, Channel Islands or Isle of Man.
3. Important notices (read this first)
3.1 Not veterinary care. CNC provides educational information and complementary feed products. We do not provide veterinary diagnosis, treatment or prescriptions. Always consult your veterinary surgeon about your dog’s health.
3.2 No medical claims. Our products are supplied as complementary feed / dietary supplements for dogs. We do not claim to prevent, treat or cure disease.
3.3 Owner responsibility. You are responsible for your dog’s health, suitability of any product, careful reading of labels/instructions, and consulting your vet when in doubt.
3.4 Dosage guidance. Label directions are the baseline. CNC may provide tailored written guidance for your individual dog by email or in a guidance letter. You must read both, apply common sense, and stop use if adverse effects occur.
3.5 Allergens and suitability. Royal Jelly is a bee product; introduce gradually and discontinue if any reaction occurs. Organic Wheatgerm Oil is a high-fat oil and not suitable for dogs requiring low-fat diets or with wheat allergy.
3.6 Cycling (Royal Jelly). Do not use Royal Jelly continuously for more than 6 months without a 3-month break.
3.7 Clubs, blogs and podcasts. Content provided in clubs, on our website and via podcasts is general education/entertainment, not personalised advice.
4. Age and territory
4.1 You must be 18 or over to purchase.
4.2 We deliver to England, Wales and Scotland only.
5. Products, packaging and substitutions
5.1 Images are illustrative; packaging may vary.
5.2 Tamper-evident packaging. Pouch products are supplied heat-sealed. Some bottles include tamper seals. Where a product is not supplied with a tamper-evident seal, the closure will be secured at dispatch and must remain intact for any change-of-mind return (see clause 12).
5.3 Substitutions. With your consent we may substitute like-for-like items of equal value if an item is out of stock. You may pay any difference if you choose a higher-priced alternative, or receive a refund of any lower difference.
6. Orders and contract formation
6.1 Order channels: our Weebly website, manual Square invoices, selected PayPal membership payments, and in-person sales via approved stockists (HomeScan Dog Breeding Services and North West Breeding Services).
6.2 We accept your order when we email to confirm or issue an invoice/receipt; that is when a binding contract forms.
6.3 We may decline or cancel an order (with a full refund) if an item is unavailable, there is an obvious pricing/description error, we cannot meet your requested delivery, or supply would breach law or our policies.
7. Prices, payment and vouchers
7.1 Prices are shown in GBP. We may change prices at any time before acceptance.
7.2 Payment is up-front at checkout, or on receipt of invoice; for B2B we may agree up-front or within 7 days (see Appendix B2B).
7.3 Pricing errors. If a price is obviously wrong, we may cancel and refund even after acceptance.
7.4 Discount codes/gift vouchers: single-use unless stated, 12-month expiry. Vouchers are void if CNC ceases trading.
7.5 We accept card payments, PayPal (for some memberships), and cash in person.
7.6 We are not currently VAT registered. If VAT applies in future, invoices will state whether prices are inclusive.
8. Delivery and risk
8.1 Dispatch days: Tuesdays and Fridays. Cut-off 09:00 on dispatch days. Dispatch may be delayed by illness or events beyond our reasonable control.
8.2 Delivery services: Standard (approx. 3–5 working days, RM Tracked 48), Priority (approx. 1–3 working days, RM Tracked 24), Free Standard on orders over £50, and Royal Mail Special Delivery by 1pm only by prior arrangement.
8.3 Safe-place deliveries are at your risk. Ensure the delivery address is accurate.
8.4 Risk passes on delivery (or first delivery attempt where you have selected safe place). Title passes on our receipt of full payment.
8.5 Lost parcels. We follow Royal Mail guidance. For Tracked 24/48, we will treat an item as lost 10 working days after the due date and then offer replacement or refund.
8.6 Transit damage/shortage. Email [email protected] within 24 hours of delivery with photos of the outer packaging, inner packaging, product, label and batch code.
9. Information we need from you
9.1 We may need details about your dog (breed, weight, breeding stage) to tailor guidance. Provide accurate information and update us of changes. We are not responsible for issues caused by incorrect or incomplete information.
10. Services and coaching (including diet plans)
10.1 Appointment changes: free reschedule once with >24 hours notice.
10.2 Cancellations: cancel >24 hours before to avoid charges. No-show or <24 hours cancellation = full fee.
10.3 We may record 1:1 sessions and provide a transcript or summary at our discretion.
10.4 No guarantees. Outcomes (e.g. fertility, milk supply, whelping, recovery) can’t be guaranteed.
11. Memberships and live sessions
11.1 Memberships are monthly, auto-renewing. Cancel any time; access continues until the next billing date. No pro-rata refunds.
11.2 We may record group calls for replay within the membership. By joining, you grant CNC a non-exclusive licence to use your contributions inside the membership space. We may use short clips/testimonials in marketing; tell us if you prefer to anonymise.
11.3 Code of conduct. No harassment, abusive behaviour, illegal content or health misinformation. We may suspend or terminate membership without refund for serious breach.
12. Returns and cancellations (consumers)
12.1 Change-of-mind (distance customers). You may cancel within 14 days of delivery. For supplements, returns are accepted only if the item is sealed/unopened and in resaleable condition. Where no tamper-evident seal is present, any original closure/safety sticker must be intact and there must be no sign of opening. You pay return postage.
12.2 RMA required. Before returning, email [email protected] to obtain return instructions. Unauthorised returns may be refused.
12.3 We deduct a handling fee of £3 or 10% of the item price (whichever is lower) on change-of-mind returns. This deduction reflects the reasonable costs of processing and inspecting returned goods. Your statutory rights are not affected.
12.4 Hygiene exception. For sealed items opened after delivery, the right to cancel does not apply (health protection and hygiene).
12.5 Faulty/not as described. If an item is faulty or not as described, we will repair, replace or refund under the Consumer Rights Act 2015 and cover reasonable return postage.
12.6 Refunds are made within 14 days of receiving the returned item or evidence of posting (for cancellations) via the original payment method.
12.7 Digital content. If you request or access digital content immediately, you acknowledge you lose the 14-day cancellation right once download/stream starts.
13. Worm screening kits (resale)
13.1 CNC sells FECLAB kits as a retailer. The testing service contract is between you and FECLAB.
13.2 If your kit arrives damaged/defective, we will replace or refund at our option upon return. Issues with lab analysis or results must be raised with FECLAB.
14. Stud dog services
14.1 Services: Natural mating at our premises or chilled semen dispatch by arrangement (additional collection/shipping costs payable by you).
14.2 Payment: Stud fee is payable in cash at the time of mating. We may change the stud fee at any time up to mating.
14.3 Eligibility for remate: If the bitch is progesterone-tested or cytology-tested before mating (proof required before or at mating) and is scanned 28+ days post-mating by an insured, qualified professional and found not pregnant, a free remate for the same bitch is offered on her next season within 12 months of the contract date. If no such test was performed, a £100 remate fee applies under the same timing.
14.4 No cash refunds. If a remate is due but the stud is unavailable owing to illness, death or other events beyond our control, no monetary payment will be made.
14.5 Chilled semen risk. We are not liable for postal delays, loss, or poor post-thaw recovery. Handling at the recipient vet is the owner’s responsibility.
14.6 Welfare & sale of puppies. Puppies must not be sold before 8 weeks of age.
14.7 A separate Stud Service Agreement may be presented for signature at mating; its terms will apply in addition to this clause.
15. Website use, IP and acceptable use
15.1 Ownership. All content on our website, blogs, podcasts, PDFs, guidance letters, downloads, images and video is owned by CNC or our licensors.
15.2 Licence to members/clients. We grant a personal, non-transferable licence to access and use resources for your own household/dogs. Redistribution, resale, publication or sharing is prohibited without written consent.
15.3 Acceptable use. Do not copy, scrape, frame, reverse engineer or misuse our site. We may suspend access for breach.
16. Promotions, events and changes
16.1 We may change products, packaging, formulations, pricing and dispatch days from time to time.
16.2 Events or sessions may be rescheduled or cancelled for low numbers or reasons beyond our control; if cancelled by us, you’ll receive a full refund of the event fee.
17. Liability
17.1 We are responsible for loss or damage caused by our negligence, fraud or fraudulent misrepresentation, and for liabilities that cannot by law be limited or excluded.
17.2 For consumers, we are not liable for business losses.
17.3 You remain responsible for your dog’s health and for following labels and tailored guidance with care; stop use and consult a vet if adverse effects occur.
18. Force majeure
18.1 We are not in breach nor liable for delay or failure where caused by events beyond our reasonable control, including but not limited to epidemics, extreme weather, power or internet failures, courier or postal strikes, supply-chain disruption, acts of government or law.
19. Complaints
19.1 Email [email protected]. We aim to acknowledge within 3 working days and to respond substantively as soon as reasonably possible.
20. Privacy and cookies
20.1 We process personal data in accordance with our Privacy Policy at https://www.caninenutritioncoach.co.uk/privacy-policy.html and our Cookie Policy. We collect limited information about your dog (e.g. breed, weight, breeding stage) linked to your account in order to supply guidance; as it is linked to you, it is treated as personal data under UK GDPR. We keep purchase records for 6 years for tax; dog notes are retained for ongoing care unless you ask us to delete them (subject to legal retention obligations).
21. General
21.1 Assignment/subcontracting. We may assign or subcontract our rights/obligations. You need our consent to assign your rights.
21.2 Entire agreement. These terms are the entire agreement for your purchase.
21.3 Severance. If any part is invalid, the rest remains effective.
21.4 No waiver. Delay in enforcing is not a waiver.
21.5 Legal identity. Canine Nutrition Coach is the trading name of Isobel May Smith, sole trader.
21.6 Data Protection. Canine Nutrition Coach (Isobel May Smith) is registered with the Information Commissioner’s Office (ICO) as a data controller under registration number ZC005614.
21.7 Governing law and jurisdiction. English law applies. Courts of England and Wales have exclusive jurisdiction.
Appendix - B2B/Wholesale terms (apply when you purchase in business capacity)
B1. Prices may differ for wholesale. Payment is up-front or within 7 days of invoice by agreement.
B2. Delivery is FCA/CPT equivalent domestic terms via Royal Mail/courier. Risk passes on delivery; title passes on full payment.
B3. No change-of-mind returns. Defective items will be repaired/replaced/refunded at our option. You must inspect within 48 hours of delivery and notify us with evidence.
B4. Liability cap. Our liability for business purchases is limited to the price paid for the order giving rise to the claim. Nothing limits liability for death or personal injury caused by negligence, or for fraud.