Our Terms and Conditions.
Here you will find our Terms and Conditions for the salon, our dog adventures and our wedding chaperone services. When making a booking, you are agreeing to these terms and conditions. Please let us know if you have any questions.
Cancellations and Rescheduling –
We understand that sometimes, you will need to cancel or reschedule an appointment, and we will do our best to accommodate this. We request that 24 hours notice is to be given when moving or cancelling an appointment, to allow us time to fill that appointment time.
No fee will be charged if 24 hours notice is given.
A fee of 50% of the groom will be charged if the appointment is cancelled or moved with less than 24 hours notice.
A fee of 100% of the groom will be charged if you are a no show or if we have to cancel your appointment if you are over 15 minutes late to your appointment.
We are allowed to refuse to book in a new appointment until this is fee has been settled.
Late Arrivals –
Please arrive to your appointment on time, arriving more than 15 minutes late may result in us turning you away and cancelling the appointment. We reserve the right to charge full price for the missed appointment.
Data Protection –
We need to keep your contact details on our system to be able to book your pet in and contact you if needed. These are not shared to third parties and the information is kept safe. When booking in, you are agreeing that we can keep your data on the system until asked to remove them.
Health, Safety and Vulnerable Dogs –
When dropping off for a groom, we ask if the dog has any health and safety issues that we need to know. This may include such issues as if the dog needs muzzling during the groom, epilepsy, heart issues or arthritis. If there are any changes to their health or behaviour in the future, we need to be told before their next groom. This is to make sure we can cater for the dogs as well as possible. We do not refuse dogs if the owner says the dog has been aggressive in the past but we need to know this before the groom so we can assess the dog correctly, and keep our staff safe. We have the right to use muzzles with any dog if we feel it is in our best interest.
We have the right to send any dog home if we find their behaviour or health is not in the best interest to groom. We can refuse to do any service if we find it is not in the best interest of the pet, such as trimming nails on a foot aggressive dog.
With vulnerable dogs, such as pregnant or elderly dogs, we may ask for you to seek veterinary advice before the groom, to see if grooming is in the dogs best interest. We may advise in some situations that the dog is to be groomed in stages or refuse if we deem it too risky.
We will not be held responsible if an issue is to occur during the grooming process with undiagnosed health issues or known health issues.
Dog Friendliness –
We have more than one groomer working in the salon. This does mean that there will be more dogs in the salon than just your pet. We don’t allow customers dogs to play together or mix, but staff dogs may be allowed to play if your dogs are friendly. Please advise us if your dog has aggressive or nervous issues with other dog before dropping off, so we can put staff dogs away. We will take all precautions to keep dogs settled and away from other dogs but they may be able to see other dogs across the room. Dogs may be muzzled if aggression is shown toward our staff.
If there are any mats found in the dogs coat that cannot be combed out, the kindest thing for the dog would be to clip the coat. This may mean to coat is a lot shorter than expected. When booking in, you are agreeing that we can make this decision as a professional. We do not do this unless we deem it absolutely necessary.
With extremely matted coats, we may not be able to help the dog, without sending it to a vets to be shaved with a surgical blade, we have every right to charge a full groom price if we have to send the dog home.
Matted dogs can have skin issues such as bruising under the mats and haematomas, which is where the coat restricts the blood so much that when clipping the coat, the blood rushes to the area and may even cause slight bleeding. We try to avoid this as much as possible but it sometimes cannot be helped.
The best thing for the dog for matting is to prevent it in the first place with regular grooming appointment and daily brushing at home.
We do not take dogs in who are known to have fleas before the groom. We ask that you treat the pet before bringing them in, so we can keep the salon flea free. If we do find the dog has fleas once in our care, we will have to charge £5 to use our flea shampoo and to spray the salon down. The flea shampoo we use is natural but it is not a preventative flea treatment. This means that once the animal gets home, they can become infested again, so you will need to use preventative treatment and also treat your home and car as well. If the dog cannot have flea shampoo due to skin allergies, we will have to send the dog home instead and a full charge of the missed groom will be charged.