Terms & Conditions
1. We appreciate 48 hours’ notice if you need to cancel your appointment. If we are notified within less than 48 hours your deposit will be kept and advance payment will be needed to secure your next appointment. If you cancel on the same day or you do not turn up at all without any contact, then the full price of the groom will be needed before booking in again.
2. Please ensure that your pet has been to the toilet before arriving at the salon. We know accidents happen but any help to limit this is appreciated.
3. Please stick to the appointment time specified upon booking. We operate on a one-to-one basis which is a premium grooming service, this ensures that your pet is given 100% of his or her groomer's attention throughout the appointment period. Please collect within 30 minutes of being notified that your pet is ready. A charge of £5 per 15 minutes over this time may be applied to your total if you are late.
4. Matted Coats. We do not offer a dematting service, in compliance with Animal Welfare Act (2006). Which states that 'All animals are to be protected from pain, injury, suffering and disease'. Attempting to brush out heavy matting would lead to a great deal of discomfort and pain for a dog. Dematting also damages the fur/hair causing it to be more prone to matting in the future. We will at all times advise clipping to remove the matted and damaged coat and starting afresh. Where pets are heavily matted, an extra charge of £10 will apply on top of their regular groom price. For more information please see our separate Matting Policy
5. Flea Policy – Any dog found to have fleas will go straight into a flea-bath with special shampoo to remove the fleas. The salon will also need to be treated to prevent cross contamination therefore we may make a surcharge of £10 per dog to cover the extra costs involved. You will be advised to treat your pet and your home environment to eradicate the problem.
6. Aggressive dogs. While we have a great deal of experience and success in the grooming of difficult dogs, we reserve the right to halt the grooming process should a dog become aggressive to the point of being a danger to us or to his or herself. Full or part of the grooming charge may apply.
7. Pre-existing conditions. Please make sure you make us aware of any medical conditions your dog may have. Your groomer may uncover evidence of a health issue while grooming your pet and will always advise you of any further recommended actions i.e. visit to the vet etc.
8. We groom each dog to the owner's specifications, as far as the dog will tolerate and the coat condition and type allows. We will always place a dog's welfare, safety and peace of mind above adherence to a particular style. In case of being unable for any reason to groom to the exact style wished by the owner, we will endeavour to contact the owner and agree upon a suitable alternative style.
9. Every dog is an individual and we will text or call you once your pet’s appointment is completed. If you happen to arrive before we have contacted you, please wait outside/in your car until we contact you so as to not disturb your dog.
10. If you are sending your pet in with a friend or family member, please send written instructions or give us a quick call or text to confirm your requirement. This eliminates any confusion which can occur when receiving a client's wishes 'second hand'.
11. Photographs/videos. We take photos/videos of each dog before, during and after the groom, which we keep on file to assist us in future grooms. We may use some photos/videos in advertising our service and/or post to our social media sites. Most clients enjoy seeing their pet featured. Please let us know beforehand if you do not wish your pet's photos to be made public. Please also let us know if you would not like their name included with the photo.
12. Pet Records. Please provide a thorough account of any health issues, allergies or behavioural challenges appertaining to your dog. These notes are very valuable to us to give us a clear picture of the background before we begin to groom.
13. Alterations. If, after the groom is complete, there is anything about the groom that you would like altered, please advise your groomer accordingly before you leave the salon. We are never offended by timely requests to make minor changes, so please ask.
14. Tipping your groomer. Tips are never expected – but always appreciated.