# Terms of Service — meetingthemneeds.com
**Last updated: 15 July 2026**
These terms cover your use of meetingthemneeds.com, the free live event you can register for here, and any digital content you buy on this site (like the VIP Experience and add-on lessons). Plain English throughout — if anything's unclear, email us and we'll explain it properly.
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## 1. Who we are
This site is operated by **MK9 LTD**, a company registered in England and Wales (company number **15787340**), registered office: **Unit 17 Rockhaven, Street, Somerset, BA16 0HW**, trading as Meeting Them Needs and MK9Plus.
VAT number: **GB 435 7016 06**. All prices on this site include VAT.
Contact: **team@meetingthemneeds.com**. We aim to reply within 2 working days.
Your personal data is handled as described in our [Privacy Policy](https://www.meetingthemneeds.com/privacypolicy).
## 2. The free live event
- Registering for the live event is free and doesn't require a payment card.
- Your access link arrives by email. If it doesn't, email us and we'll sort it.
- We may record the live event. Attendee cameras and microphones are off — if you appear via the chat, keep it civil; we can remove anyone being abusive.
- Occasionally we may need to reschedule a session. If so, we'll email everyone registered with the new time.
- The live event is educational. Attending it doesn't create a trainer–client relationship, and it's no substitute for a vet or an in-person behaviourist where one is needed (see section 8).
## 3. Paid digital content
On some pages you can buy digital content — for example the **VIP Experience** (a bundle of video lessons) and optional add-on lessons offered at checkout. Everything sold on this site is digital: nothing is posted to you.
**Delivery:** access details are emailed to you straight after successful payment. If your access email hasn't arrived within an hour, check spam, then email us — we'll fix it.
**Your licence:** your purchase gives you personal, non-commercial access for you and your household. You can't share, sell, publish, or redistribute the content, and access logins are for you only.
**Ongoing access:** purchased content stays available to you for as long as we operate the platform hosting it. If we ever retire a product, we'll give you at least 60 days' notice and a way to keep what you've paid for (download or equivalent replacement access).
## 4. Prices and payment
- All prices are shown in pounds sterling and include VAT. The total you'll pay — including any optional add-ons you've selected — is shown at checkout before you confirm payment. There are no hidden or additional mandatory charges.
- Payment is taken at checkout by card or PayPal via our payment processor. We don't see or store your full card details.
- Purchases on this site are one-off payments, not subscriptions. Nothing on this site auto-renews or charges you again later.
## 5. Your 14-day cancellation right (and how instant access affects it)
Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel an online purchase.
Because our content is digital and we supply it **immediately**, at checkout you're asked to expressly agree that we can deliver the content straight away, and you acknowledge that once delivery begins you lose the statutory 14-day cancellation right for that content.
Before that feels like small print, read section 6 — our own guarantee is longer and more generous than the statutory right you're waiving.
## 6. The 30-Day Bare Hands Guarantee
Every paid product on this site — the VIP Experience and any add-on lessons — is covered by our guarantee, on top of (never instead of) your legal rights:
**If, within 30 days of purchase, you wouldn't pick up your dog's poo with your bare hands just to keep hold of the content — email us your honest (brutal, if you like) feedback and ask for your money back, and you'll get a full refund. No quibbles.**
To claim: email **team@meetingthemneeds.com** from the address you bought with, within 30 days of purchase. Refunds go back to your original payment method within 14 days of your request.
## 7. If something's faulty — your statutory rights
Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. If it isn't, you're entitled to a repair or replacement, and if we can't fix it, some or all of your money back. Nothing in these terms reduces or removes your statutory rights as a consumer.
## 8. What our content is (and isn't)
Our lessons and live events are **education for dog owners** — they teach you how to understand and meet your dog's needs. They are not:
- **Veterinary advice.** If your dog's behaviour changes suddenly, or you suspect pain or illness, see your vet first.
- **Individual behavioural treatment.** For situations involving safety risk — bites that have caused injury, aggression around children, or anything you're not confident handling — get a qualified behaviourist involved in person. Our content can support that work, not replace it.
You're responsible for applying what you learn safely and with judgement about your own dog. Dogs are individuals: we teach what works and why, but we can't and don't guarantee a specific outcome for a specific dog, because results depend on the dog, the circumstances, and the application.
## 9. Intellectual property
All content on this site and in our lessons — videos, text, frameworks, names, and graphics — belongs to us or our licensors. You get the personal-use licence in section 3 and nothing more. Please don't copy, republish, or share it. If you'd like to use something for a purpose these terms don't cover, ask us.
## 10. Acceptable use
Don't misuse the site or the content platform: no attempting to breach security, no scraping, no sharing of access credentials, no uploading anything unlawful or abusive in event chats or community features. We can suspend access for serious or repeated misuse (with a refund of anything unused if the fault is ours; without one if the breach is yours and material).
## 11. Our liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be excluded under UK law — including your consumer rights described above.
Otherwise: we're responsible for losses you suffer that are a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for losses that weren't foreseeable, for losses caused by you not following the content's guidance or safety directions, or for business losses (our content is sold for private use). For any claim not covered by the paragraphs above, our total liability is limited to the amount you paid us.
## 12. Events outside our control
If something genuinely beyond our control (platform outages, internet failures, illness, and the like) delays a live event or access to content, we'll put it right as soon as we reasonably can — rescheduled event, extended access, or a refund where we can't fix it.
## 13. Changes to these terms
We may update these terms from time to time — for example when we add new products or the law changes. Changes apply from the date they're posted and **do not** affect purchases you've already made, which stay on the terms you bought under.
## 14. Age
You must be 18 or over to make a purchase on this site.
## 15. Complaints, governing law, and where disputes go
If something's wrong, email **team@meetingthemneeds.com** first — most things get fixed quickly and like humans.
These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland, you can also use your local courts. Nothing here limits your rights under the consumer law of the part of the UK where you live.