Ian Shivers trading as Bondi Behaviourist — ABN 29 775 879 915

Collaroy NSW 2097 — [email protected] — 0457 187 206

Effective date: Sept 2026 Version 2.0  Privacy Policy: bondibehaviourist.com/privacy-policy

2. Definitions

ACL means the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Booking means a confirmed reservation of a date and time for a Service.

Canine Caregivers means Canine Caregivers Pty Ltd, ABN 39 670 538 655, which operates the online membership at caninecaregivers.com.au. Canine Caregivers is a separate business from Bondi Behaviourist.

Complete Care Program means the ten-session program described in clause 8.

Consultation means an in-home, in-community or online training or behaviour session, including an initial consultation and a follow-up session.

Delphi means Delphi AI, Inc., the United States company that operates the platform on which TRACE is built and hosted (delphi.ai).

Fees means the prices for Services displayed on our website or quoted to you in writing at the time of booking or purchase, in Australian dollars and inclusive of GST where applicable.

GoHighLevel means the customer relationship, booking, email and automation platform we use, operated by HighLevel Inc. and, for hosting, GoCoLab.

Group Class means puppy school, a socialisation class, a skills class, the reactivity workshop or any other class delivered to more than one Client at a time.

Membership means a paid TRACE membership under Part C.

Program means the Starter Program, the Complete Care Program or any training bundle sold as a package of Consultations.

Services means everything we offer, including Consultations, Programs, Group Classes, webinars and online workshops, Shadow Experiences, and TRACE.

Starter Program means the two-session program described in clause 8.

TRACE means our artificial-intelligence dog behaviour information tool, Training Rooted in Animal Care and Enrichment, described in Part C.

Your Dog means each dog you bring to, or ask us to work with in, a Service.

2.1      In these Terms, headings are for convenience; the singular includes the plural; "including" is not limiting; a reference to legislation includes amendments and replacements; and no rule of interpretation applies against us because we drafted these Terms.

4.1 Bookings

4.1.1   A Booking is not confirmed until we have confirmed it by email, SMS or phone call and payment has been received. We do not take deposits; Services are paid in full up front.

4.1.2   Online bookings made through our booking system must be paid, or the payment option selected, within the time shown on the booking page or the reservation lapses.

4.2 Payment

4.2.1   Fees are as displayed at the time of booking or purchase. Payments are processed by Stripe. By providing payment details you authorise us, through Stripe, to charge the Fees to your nominated payment method, including each instalment of a payment plan.

4.2.2   Consultations, Group Classes, webinars, workshops and Shadow Experiences are paid in full at the time of booking. Programs are paid in full before the first session or by the payment plan described in the Program details.

4.2.3   No surcharge is added for card payments.

4.2.4   If an invoice is issued for an outstanding amount, it is payable on the day of the relevant Service unless the invoice states otherwise.

4.2.5   If a payment-plan instalment fails, we may pause further sessions until the instalment is paid. Once a Program has begun, the full Program Fee remains payable.

4.2.6   Overdue amounts may be referred to a debt collection agency. You are liable for the reasonable costs of recovery actually incurred.

4.3 Cancellation by you

4.3.1   Consultations (in-home and online) and Program sessions: if you cancel or reschedule within 7 days of the arranged session, a $50 cancellation fee is charged. The balance of any Consultation Fee paid is refunded or, for a Program session, the session is returned to your Program. Cancellations made more than 7 days before the session incur no fee.

4.3.2   Webinars and online workshops: cancellations made by you within 7 days of the event are charged the full amount, unless we specify otherwise.

4.3.3   Group Classes: if you cancel within 7 days of the first class, a $50 cancellation fee is charged and the balance refunded. Cancellations more than 7 days before the first class incur no fee. Missed classes within a course are not refunded (clause 13.5).

4.3.4   There are no refunds for a Consultation, Program, Group Class, webinar, workshop or Shadow Experience once it has begun, except as required by the ACL or as stated in these Terms.

4.3.5   To cancel or reschedule, email [email protected] or use the link in your Booking confirmation. Cancellation takes effect when we receive it.

4.4 Cancellation or rescheduling by us

4.4.1   If we cancel a Service, you may choose a rescheduled date or a full refund of the Fee paid for that Service. If we reschedule a Group Class, webinar or workshop, you may attend the new date or receive a refund if the new date does not suit you.

4.4.2   Outdoor Group Classes may be cancelled for weather or venue reasons. We will notify you as early as we can and offer a replacement date.

4.5 Travel and parking

4.5.1   We travel to you at no charge. A travel fee applies only where we have agreed one with you in writing for a specific Booking before it is confirmed.

4.5.2   Where only paid parking is available at your location, the parking fee paid for the duration of the Consultation is added to your invoice at cost.

5. Consumer guarantees, outcomes and liability

5.1      Our Services come with guarantees that cannot be excluded under the ACL. Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the ACL or any other law that cannot lawfully be excluded.

5.2      No guaranteed outcome. Dog training and behaviour work depend on many factors, including Your Dog's history, health and temperament and the consistency with which you apply what we teach. We do not guarantee any particular result, and nothing we say, write or publish is a promise of a result. There is no guarantee attached to any Program.

5.3      Information we give you, including in written plans, recordings, webinars and TRACE, is general educational information about dog training and behaviour. It is not veterinary, medical or legal advice. Seek veterinary help for health concerns and professional help for any situation that is unsafe.

5.4      To the extent permitted by law, we are not liable for loss or damage arising from:

(a)    your failure to disclose a matter under clause 3.1, or to follow instructions or safety directions we give;

(b)    the behaviour of Your Dog, or of another Client's dog, before, during or after a Service;

(c)    the acts or omissions of third-party providers we rely on, including Stripe, GoHighLevel, Delphi and Canine Caregivers, except as required by law; or

(d)    indirect or consequential loss, loss of profit or loss of opportunity.

5.5      Where our liability for a failure to comply with a consumer guarantee can be limited, it is limited, at our election, to supplying the service again or paying the cost of having it supplied again.

5.6      You indemnify us against claims, loss and reasonable costs arising from your breach of these Terms, your negligent or unlawful conduct, or injury or damage caused by Your Dog, except to the extent we caused the loss.

5.7      We hold public liability insurance.

6. Recording, photography and use of content

6.1      We record a session only with your consent. Consent to record is given in writing (including by ticking a box) before the session begins.

6.2      Complete Care Program clients receive audio and video recordings of their own sessions as part of the Program. Those recordings are for your personal use.

6.3      Educational use — for example, an excerpt in a course, webinar, Canine Caregivers content or TRACE training material — requires your separate consent, which you may give or refuse without affecting your Service.

6.4      Promotional use — for example, on our website or social media — requires a further separate consent, which you may give or refuse without affecting your Service.

6.5      You may withdraw a consent under clause 6.3 or 6.4 at any time by email. We will stop new uses and remove content within our control within a reasonable time, but cannot recall material already published or distributed by others.

6.6      In Group Classes, we may photograph or record only after telling all participants, and we will not include an identifiable person or dog in educational or promotional content without that person's consent.

6.7      Recordings are stored as described in the Privacy Policy. Access is limited to Ian Shivers and, for content you have consented to share with Canine Caregivers, its director Dominique Hone.

7.1      All training plans, written materials, recordings, course content, frameworks (including the Five Pillars of Emotional Stability), the TRACE name and all other content we provide remain our property or that of our licensors. You receive a personal, non-transferable licence to use them for your own dog's training and not for any commercial purpose.

7.2      You must not reproduce, publish, sell or share our materials, or use them to provide services to others, without our written consent. Professional use is covered by a separate agreement.

7.3      Feedback and testimonials you give us may be used publicly only with your consent, and you may ask us at any time to remove a testimonial.

7.4      Partner links. Our website includes links to partners such as Petsy Pet Insurance and Lyka Pet Food. We may receive a commission if you purchase through those links. We do not share your information with partners and they do not share yours with us; if you follow a link, the partner's own terms and privacy policy apply.

8. Privacy and marketing

8.1      We collect and handle personal information as described in our Privacy Policy, including information about you, your household and Your Dog. We disclose information to service providers including Stripe (payments), GoHighLevel (bookings, email and automation) and, for TRACE, Delphi (United States).

8.2      If your purchase includes Canine Caregivers membership, we provide your name, email address and entitlement to Canine Caregivers so it can set up your membership. Canine Caregivers handles that information under its own privacy policy.

8.3      We send marketing emails, including our weekly newsletter, only to people who have opted in. Opting in is never a condition of buying a Service. Every marketing email identifies us and includes an unsubscribe link, and we action unsubscribe requests within five business days. Service messages about your Bookings, Programs and account are not marketing.

10. General

10.1    These Terms, the Privacy Policy, your Booking confirmation and any Program details you receive are the entire agreement between you and us for the relevant Service. Canine Caregivers membership is governed by the Canine Caregivers terms.

10.2    If a provision is unenforceable it is severed and the rest continues. A delay in enforcing a right is not a waiver. You may not assign these Terms; we may assign or novate them on notice to you.

10.3    Notices to us are sent to [email protected]. Notices to you are sent to the email address you gave us.

10.4    These Terms are governed by the laws of New South Wales, Australia, and each of us submits to the courts of New South Wales.

11.1    An initial consultation is up to two hours. A follow-up session is 45 minutes. Sessions run to time; if you are late, the session ends at the scheduled time.

11.2    Consultations are delivered in your home, your usual walking routes and local area, or online by video call. Online Consultations require a stable connection and a quiet space; connection problems at your end do not entitle you to a refund but we will make reasonable efforts to reschedule lost time.

11.3    You must ensure that a responsible adult who knows Your Dog is present for the whole session and that other people and animals present follow our safety directions.

11.4    After a Consultation you may receive a written summary, plan or resources. These are provided as part of the Service and are covered by clause 7.

12.1 Starter Program

12.1.1  The Starter Program is an initial consultation and one follow-up session. Both sessions must be used within four weeks of each other unless we agree otherwise in writing.

12.1.2  Starter Program clients receive complimentary access to TRACE while they remain an active Client (Part C, clause 16.2).

12.2 Complete Care Program

12.2.1  The Complete Care Program is a two-hour initial consultation and nine 45-minute follow-up sessions, ideally weekly and no more than three weeks apart, plus the training equipment, enrichment items, private support channel, session recordings and other inclusions described on the Program page at the time of purchase.

12.2.2  All ten sessions must be used within six months of the Booking date unless Bondi Behaviourist confirms an extension in writing. Unused sessions after that period lapse without refund. We will consider an extension reasonably where you or Your Dog are ill or injured.

12.2.3  Products included in the Program must be selected within twelve months of the Booking date.

12.2.4  The Complete Care Program includes lifetime membership of Canine Caregivers and lifetime access to TRACE. Canine Caregivers membership is provided by Canine Caregivers under its terms, which we have arranged for you; TRACE access is provided by us under Part C. Neither carries any further membership fee. Fees for additional Consultations outside the Program apply.

12.2.5  Program Fees are as displayed at purchase: currently $2,950 paid up front, or $1,000 on booking followed by ten weekly payments of $235 ($3,350 total).

12.2.6  Your private support channel is for questions, updates and video review between sessions. It is not an emergency service and responses are given within a reasonable time during business hours.

12.3 Bundles

12.3.1  Training bundles are packages of Consultations at a bundled price. The number of sessions and the period within which they must be used are stated in the bundle details. Unused sessions lapse at the end of that period without refund unless we agree otherwise.

12.4 Ending a Program early

12.4.1  If you end a Program after it has begun, the full Program Fee remains payable and unused sessions are forfeited, subject to the ACL.

12.4.2  If we end a Program for reasons other than your breach of these Terms, we will refund the Fee for sessions not delivered, calculated pro rata at the single-session rate, and any lifetime access already granted continues.

12.4.3  We may end a Program without refund if you seriously or repeatedly breach these Terms, including by abusive conduct or a failure to disclose under clause 3.1 that creates a safety risk.

13.1    A place in a Group Class is reserved only when payment in full is received. Places are limited and non-transferable except with our consent.

13.2    You must arrive on time with Your Dog on a fixed-length lead (no retractable leads), a flat collar or harness, treats and water. The person handling Your Dog must be at least 18 years old. Children may attend with the handler but must not handle the dog during class and must follow our directions.

13.3    Dogs are kept on lead unless we direct otherwise. You must follow our directions on distance, interactions and handling. We may separate, rest or remove a dog from an exercise for its own or others' welfare.

13.4    We may exclude a dog or participant from a class or the remainder of a course where we reasonably consider there is a safety or welfare risk. If the exclusion is for undisclosed history, no refund is payable; otherwise we will refund the remaining classes pro rata or offer an alternative Service.

13.5    Missed classes are not refunded. We may, at our discretion, offer a catch-up place in a later class.

13.6    Puppy school and socialisation classes are designed for the age and stage stated on the class page. We may decline enrolment of a dog that is outside that range or unsuitable for a group environment, and will refund the Fee in that case.

14.1    Access details are sent by email before the event. Access is for you alone and may not be shared. Recordings, where provided, are available for the period stated on the event page.

14.2    Content is general educational information and does not address Your Dog individually.

Part C applies to every person who accesses TRACE, whether free, through a Program, through Canine Caregivers membership, or through a paid Membership. Part A also applies. In Part C, "Provider" means Bondi Behaviourist and "Service" means TRACE.

16.1    Free access. We may make a limited number of conversations (currently 15) available without charge. Free access is at our discretion, confers no contractual entitlement, and may be modified or withdrawn at any time.

16.2    Starter Program clients receive complimentary access while they remain an active Client. Access ends automatically when the Client relationship ends.

16.3    Complete Care clients receive lifetime access under clause 12.2.4. That access does not depend on any continuing Client relationship.

16.4    Canine Caregivers members. Paid Canine Caregivers memberships include TRACE access for as long as the membership is active. Access ends when the membership ends, except for lifetime Canine Caregivers members whose access continues as lifetime access. Canine Caregivers membership is governed by the Canine Caregivers terms.

16.5    Public Membership under clause 17.

16.6    Complimentary lifetime access may be granted at our discretion, for example to early supporters. Such access is a gift, not a purchase, and may be withdrawn on reasonable notice.

16.7    All access is personal to the individual, is not transferable and may not be shared.

18. Cancellation and refunds

18.1    You may cancel a monthly or annual Membership at any time. Cancellation takes effect at the end of the current billing period; you keep access until then and no further amounts are charged.

18.2    A lifetime Membership is a single purchase with no recurring billing, so there is nothing to cancel.

18.3    To cancel, use the Stripe customer portal link in your Membership emails, or email [email protected]. To avoid a further charge, cancel before the renewal date.

18.4    Subject to clause 5.1, Membership Fees are non-refundable and no credit is given for an unused part of a billing period, and lifetime Membership sales are final. If TRACE fails to comply with a consumer guarantee, you are entitled to the remedies the ACL provides.

18.5    TRACE access included in a Program is part of the Program price; refund rights for the Program are in clause 12.

19.1    TRACE is an artificial-intelligence tool trained on the content, frameworks and professional experience of Ian Shivers. TRACE is not a person, is not Ian Shivers, and is not a veterinarian, veterinary behaviourist or other licensed animal health professional. When you use TRACE you are not talking to Ian Shivers.

19.2    All TRACE output is general educational information only. It is not professional, veterinary, behavioural, medical or legal advice and is not a substitute for assessment of Your Dog's individual circumstances.

19.3    You acknowledge that:

(a)    AI systems can produce output that is inaccurate, incomplete, out of date or wrong for your situation;

(b)    you act, or refrain from acting, on TRACE output entirely at your own risk;

(c)    in any situation involving aggression, a risk to human or animal safety, or a suspected medical condition, you should promptly seek in-person help from a qualified professional; and

(d)    you remain responsible at all times for the care, control and behaviour of any dog in your care.

19.4    Output may not be unique to you; other users asking similar questions may receive similar output.

20.1    You must be at least 18 years old to use TRACE.

20.2    You must not:

(a)    rely on TRACE in any situation of immediate risk to human or animal safety instead of seeking emergency or professional help;

(b)    copy, scrape, extract, reproduce, distribute, sell or create derivative works from TRACE, its training material, its frameworks or its output (other than for your personal, non-commercial use);

(c)    use automated means to access or query TRACE;

(d)    reverse engineer or attempt to discover TRACE's underlying models, prompts or configuration, or circumvent usage limits or safety measures;

(e)    share your account or let anyone else use it;

(f)     use TRACE to harass, defame, mislead or harm any person or animal; or

(g)    use TRACE or its output to develop, train or improve any other AI or machine-learning model.

20.3    We may suspend or end your access immediately if we reasonably believe you have breached this clause. No refund is payable for a period of suspension or after termination for breach, subject to the ACL.

21.1    All intellectual property in TRACE — the name and acronym, the frameworks, methodologies and training material, and the content it generates — belongs to Ian Shivers or his licensors. You receive a personal, limited, revocable, non-exclusive, non-transferable licence to use TRACE and its output for your own non-commercial purposes while your access continues.

21.2    The underlying AI platform, models and technology belong to Delphi under Delphi's terms.

21.3    You must not use the TRACE name or branding without our written consent.

22.1    We collect and handle personal information about you — including your name, email address and the content of your conversations with TRACE — as described in our Privacy Policy and, to the extent it applies, the Privacy Act 1988 (Cth).

22.2    Operating TRACE. As a condition of using TRACE, you agree that Ian Shivers may access and review your conversations to operate TRACE, respond to safety concerns, provide support, investigate misuse and meet legal obligations. There is no other person at Bondi Behaviourist with access.

22.3    Improving TRACE. We may use conversations that have been de-identified — with your name, contact details, suburb, your dog's name and any distinctive details removed, leaving only the information about the dog's behaviour — to review how TRACE performs and to improve its answers. The Privacy Policy describes how this is done.

22.4    We do not quote or reproduce your conversations. Your conversations with TRACE are never quoted, excerpted or reproduced in TRACE training material, courses, webinars, posts or any other material, whether or not you could be identified from them. The only use beyond operating TRACE is the de-identified improvement described in clause 22.3.

22.5    Do not enter another person's personal information into TRACE unless you are authorised to, and do not enter sensitive information (such as a person's health information) that is not needed for your question.

22.6    Overseas processing. TRACE runs on the Delphi platform in the United States. To generate answers, Delphi processes the content of your conversations, and Delphi may use conversation data for its own purposes, including improving its platform, as described in Delphi's Privacy Policy; we cannot switch that off. Delphi's handling of your information is governed by Delphi's Terms of Use (delphi.ai/terms) and Privacy Policy (delphi.ai/privacy), which you also agree to as end-user terms for the Delphi platform. We do not control Delphi.

22.7    Your account details and membership tier are also passed from Delphi to our GoHighLevel system so we can manage your access, billing and account emails.

22.8    We do not sell your personal information. You may ask to access, correct or delete your information by emailing [email protected]. We will respond within a reasonable time and may retain information where the law requires.

22.9    Conversations are stored on the Delphi platform for the period set by Delphi's policy. We can delete your conversations on request at any time and will do so within a reasonable time of your asking. Your account and billing records are kept as described in the Privacy Policy.

23.1    TRACE depends on Delphi, Stripe and GoHighLevel. We are not responsible for their acts, omissions, outages or data handling except as required by law. If these Terms and Delphi's Terms of Use conflict on matters of the underlying platform, hosting or infrastructure, Delphi's terms govern that matter; in all other respects, including scope, tiers, Fees, cancellation and refunds, these Terms govern.

23.2    We do not warrant that TRACE will be continuous, uninterrupted, secure or error-free. It may be unavailable for maintenance, updates or reasons outside our control.

23.3    We may modify, add to, suspend or discontinue any aspect of TRACE. Where a change materially and adversely affects paid Members, we will use reasonable endeavours to give notice in advance.

23.4    Lifetime access if TRACE ends. If we permanently discontinue TRACE, or move it to a different platform, we will give lifetime access holders at least 60 days' notice by email and will, at our election, either provide equivalent access on the successor platform at no further cost or make any downloadable material associated with their account available for at least 90 days. Discontinuation of TRACE does not affect Canine Caregivers membership that came with a lifetime Membership or Program.

24.1    Clause 5 applies to TRACE. Without limiting clause 5, and to the extent permitted by law, we are not liable for any act or omission by you in reliance on TRACE output, any inaccuracy in TRACE output, or any interruption or discontinuance of TRACE.

24.2    Where our liability can be limited, it is limited, at our election, to resupplying TRACE, paying the cost of resupply, or refunding the Fees you paid for the billing period in which the liability arose.

24.3    Nothing in these Terms limits Delphi's liability to you under Delphi's own terms.