Terms, Conditions and Data Protection

Data Protection & Privacy Statement

We are committed to protecting your privacy and keeping your personal information secure. We will not disclose your details to any person, unless you have given your consent or we are compelled to do so by law, or in response to a valid, legally compliant request by any law enforcement agency or government authority.

Furthermore, by using our website you agree that we can contact you about our services or any promotional offers.

Terms applying to all of our client agreements

In consideration of the agreements made herein, and for other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, each party shall agree as follows:


We affirm that the course materials will meet a satisfactory level of quality; however, we do not affirm that they will be error free. You are responsible for inspecting the course materials and informing us about any oversights as soon as is reasonably possible following delivery.

We place no time limits on you to complete your course, so you can take however long you need, whether that be 2 months or 2 years. However, we encourage students to complete their course within 12 months in order for the course to remain current and for you to stay motivated. If you are intending to take leave from your course for a period of 6 months or longer you are required to notify us in order for us to honour this policy of ‘no time limits’. If you fail to notify us, continuation of your course will incur a £40 reactivation fee.

You are required to notify us, either in writing at our registered address or by telephone, of any changes to your postal address.


You have a right to appeal the outcome of an assessment on the grounds that you do not agree with the assessment decision made by the Assessor/Tutor/Marker, or that the assessment procedures have not been carried out properly. If you wish to appeal, you must submit written notice to the Faculty Manager at our registered address within five days of receiving notification of the grade or assessment. Your notice must include your intention to appeal and the grounds for appeal. You must also then provide a full case, in writing, within a further fourteen days.

The Faculty Manager will review the submission and assessment material with the Internal Verifier and Quality Manager for the final grading. Their decision is final and you will be advised of the outcome in writing.

For a copy of the appeals policy and procedure, please send a written request to the Administration Department at our registered address.

Limitation liability

We warrant that we will carry out the service to you with a reasonable level of care and skill.

If you require any changes to these terms, please request such changes in writing to the address above.

Any liability under any agreement between you and us shall be limited to any sums paid by you to us.

As far as permitted by law, we shall not be liable to any person for losses or damages that were not reasonably foreseeable and that were not caused by any breach on our part. We shall not be liable to any person for any direct or indirect loss or damage as a result from your course enrolment. Any liability that does arise will be limited to the course fee paid.

Waiver : None of the conditions or provisions of this Agreement shall be held to have been waived by either party, except by an instrument in writing signed by a duly authorised officer or representative of each. The waiver by either party of any right hereunder or the failure to enforce at any time any of the provisions of this Agreement, or any rights with respect thereto, shall not be deemed to be a waiver of any other rights hereunder or any breach or failure of performance of the other party.


All outstanding debts to us must be made before we will issue you with a diploma or certificate.

We reserve the right to refuse enrolment on any of the courses we offer.


All copyright and other intellectual property rights relating to the course materials are either owned by or licensed to us. Copying, adaptation or any other use of all or any part of the course materials without our express permission is strictly prohibited.

11. Cancellation

In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which replaced the Consumer Protection (Distance Selling) Regulations 2000, you may cancel your course anytime within fourteen days after you receive your course materials whether in hard copy or online.

To cancel your course you must send a signed, written notice via recorded delivery to the Cancellation and Conversions Department at our registered address in Bedford(cancellations by telephone will not be accepted).

In line with The Consumer Rights Act 2015, you also have a 14 day right to change your mind and get a full refund for digital content, i.e. Online courses, that you have purchased, unless you have already started to download it.

You must also return any course related hard copy materials in their original packaging to us at your own cost and risk, and in a resaleable condition. We strongly encourage you to send the course materials by recorded delivery so that you can track the return. Upon receipt of cancellation notice and returned course materials at our registered address – and provided the course materials are, at our sole discretion, in resaleable condition - we will process the refund due to you within thirty days of our receipt of your written notice of cancellation.

All cancellations will be subject to a 3% cancellation charge for administration, which would be deducted from any refund due to you.

Outside the standard Terms and Conditions cancellations may be considered on a case by case situation. In this case a cancellation fee equating to 50% of the remaining course balance will be charged. This fee will be requested as a one-off payment to settle the account.

12. Data Protection

 and are committed to protecting your privacy and keeping your personal information secure. We will not disclose your details to any person, unless you have given your consent or we are compelled to do so by law, or in response to a valid, legally compliant request by any law enforcement agency or government authority

How to Contact Us

If you are a Pawmaster customer, the quickest way to get a question or query answered would be to contact your tutor or trainer/assessor.

If you are not currently a Pawmaster customer, or if you are unable to resolve your query via the above method, or via our Help section you can:

  • Call us on 01234950295

  • You can also email us at shana79gilbert@icloud.com

  • Or write to

  • Anthony Underwood Complaints Manager ,246 Cardington Road, Bedford, Mk443sa

What we need to know from you

For us to be able to handle your query effectively, we will need the following information from you:

  • Your full name.

  • The full name of the course you are studying.

  • Your username/student reference number (if applicable)

  • Full detail on what your query or concern is.

If you wish to remain anonymous, then we will attempt to handle your query, though it might not always be possible, we will then advise what we can or cannot do to assist.

How we will deal with your complaint or query


Advise the Pawmaster School staff member you work most closely with of your query or complaint and give them chance to resolve the matter directly. Due to the nature of some queries this could take up to 5 days investigate fully. If you remain unhappy with the outcome, or how long it is taking, or if you feel it inappropriate to raise the issue with this staff member, please proceed to Stage 2.


Contact us via any of the means described in the ‘how to contact us’ section of this policy. We will aim to give you an answer as soon as possible and if we cannot, you will receive an update or resolution within 7 calendar days*.


If you remain unhappy with the outcome of your query or complaint, you will be required to put your concerns in writing and send a letter to the following address: The Office/2nd Line Customer Service Manager, Customer Service Department, 246 Cardington Road, Bedford Mk443sa

The Office/2nd Line Customer Service Manager will then look at how your query or complaint was initially investigated. They will also look at the initially query or complaint and the action carried out to resolve the issue. The Office/2nd Line Customer Service Manager will speak with the relevant people involved in the query or complaint to date and the actions each person took. This investigation will be completed within 14 calendar days* and they will send a response by letter to all involved with the findings and outcome of the investigation.

*This may be longer over public holidays and Christmas/New Year period.

How we will deal with your complaint or query

There are some exceptions to this process. Complaints or queries involving discrimination, prevent or safeguarding issues should go straight to Stage 3. These areas are broken down into more detail below:

Discrimination based on:

  • Age.

  • Sex.

  • Race, religion or belief.

  • Sexual orientation.

  • Disability.

  • Pregnancy or maternity.

  • Marriage or civil partnership.

  • Gender reassignment.

The government’s counter terrorism strategy (Prevent):

  • Stopping a terrorist attack that you may have become aware of.

  • Stopping people becoming terrorists, if you are concerned about someone who may be in this situation and wish to make a complaint.

  • Radicalisation within an educational environment.

Any of the following, relating to yourself or another person (Safeguarding):

  • Physical abuse.

  • Sexual abuse or inappropriate conduct.

  • Emotional or psychological abuse or bullying.

  • Financial abuse.

External query/complaint review

Stage 3 is the final stage of internal process. If after following the previous stages and processes, you remain unhappy with the outcome of your query or complaint, we will advise you of any third parties that you can pursue your query or complaint with. This can depend on the type of learning that you have been doing and the type of query or complaint you have.


Bedford, UK


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