Terms and Conditions

These terms explain how I work with you and your dog, and how you may use this website. Please read them together with my Client Policies. By booking a session, you agree to both.

1. About me

Lilo Ask-Henriksen · Holistic Animal Wellbeing is the trading name of Holistic VN Ltd, a company registered in England and Wales (company number 17079362), with its registered office at 5 Central Avenue, Fulham, London SW6 2GG. You can reach me at hello@lahwellbeing.com.

2. My sessions

I offer holistic wellbeing sessions for dogs, and for a small number of cats, at home across London, as well as online sessions and distant Reiki anywhere in the world. Every session is shaped around your dog on the day.

My work sits alongside veterinary care and never replaces it. For a dog with an injury, an illness or a diagnosed condition, your vet examines your dog and refers them to me before we begin. Every dog is different, so I cannot promise a particular result.

3. Booking

Your first visit is held for 24 hours and confirmed once payment is received. Before it, please complete my new client form and agree to these terms and my Client Policies. Please make sure the information you give me is correct, and tell me straight away about any change in your dog’s health, medication or care.

A PA or a member of staff may book and arrange sessions on a family’s behalf. In that case, they confirm that they have the family’s permission and agree to these terms on the family’s behalf. Anything about your dog’s sessions and wellbeing, I share with you directly.

4. Fees and payment

My fees are shown on my Fees page. They are per animal, per session, and include VAT. Travel is added to each visit and depends on where you live. Out-of-hours sessions are 50% extra on weekdays and 100% extra at weekends. Longer calls are booked and paid in advance. Payment terms, missed sessions, credit and cancellations are set out in my Client Policies. If a payment is late, I may pause sessions until it has been made.

5. Regular sessions and one-off sessions

Regular sessions. Your dog has one or more sessions a week, as we agree. We aim to keep the same days and times each week, with some flexibility on both sides. Regular sessions are paid monthly in advance and begin with a first term of three months. After that, they continue month to month. To end them, please give one month’s notice in writing. If you need to move a session, tell me as early as you can, and I will always do my best to move it within the same week. If regular sessions end, your usual days and times are released. Returning is by agreement and depends on my availability. If my diary is full, your dog joins the waiting list.

One-off sessions. One-off sessions are booked whenever I have space, with no minimum term. They are paid before each session and confirmed once payment is received. If you cancel with less than 48 hours’ notice, the session is charged in full.

Your right to cancel. If you book with me online, by email or by message, the law gives you 14 days from booking to change your mind. Most first visits happen within those 14 days, so when you book a visit, you are asking me to begin straight away. If you cancel within the 14 days, you only pay for sessions already given. After that, my usual terms apply: 48 hours’ notice for one-off sessions, and one month’s written notice to end regular sessions.

6. Visits to your home

A family member or a member of staff should be at home for each visit, unless we have agreed otherwise. Please let me know about any other animals in the home.

You are responsible for your dog's behaviour. Before the first visit, and whenever anything changes, please tell me if your dog has ever bitten, snapped or growled, or does not like being handled. I may ask for your dog to be on a lead, held by someone they know, or to wear a muzzle. Your safety and your dog’s matter to me. If your dog were ever to injure me during a visit, the household is responsible as the dog’s keeper, and this is often covered by home insurance.

If I feel a visit is not safe for your dog or for me, I may end it, and it is charged as usual.

7. Photos

I only take or share photos of your dog with your permission, which you can give or withdraw at any time. I never show your home, your face or where you live.

8. My responsibility

I take great care in everything I do and hold professional insurance. I am not responsible for things outside my reasonable control. Nothing in these terms limits my responsibility where the law does not allow it, including for death or personal injury caused by negligence. If something is ever not right, please tell me straight away, and I will always do my best to put it right.

9. This website

The information on this website, including the Journal, is general and is not veterinary advice. If your dog is unwell or in pain, please contact your vet. The words and photos on this website belong to me or are used with permission, and may not be copied without my agreement.

10. Changes

I may update these terms from time to time. The version on this page always applies, and I will let current clients know about any important change.

11. The law

These terms are governed by the law of England and Wales.

Last updated: October 2026