Terms & Conditions

Payment & Cancellation

We do not accept any bookings without a deposit, At the time of booking you are required to pay a 50% deposit of the standard services you require, the remainder of the payment, including any additional charges are due prior to collection.

We use an online booking service, this is the quickest and most efficient way to check our availability, we can book for you in store or via the phone, the 50% deposit will be taken at the time of booking also.

Our booking system stores your payment details and will automatically take the remainder of your payment when we complete our service, including any extra charges.  If you’d like to pay with a different card than you booked with, please let us know at drop off.

Cancellation.

We are a small grooming salon, and our appointments are in high demand, we must apply the following cancellation terms:

All appointments that will not be attended must be cancelled using the link in your booking email at least 48 hours prior to the appointment to allow us time to book another groom in that slot, a full deposit refund will be issued.

Appointments cancelled within the 48 hours, no refund will be issued.

If you do not cancel your appointment and do not attend, we will charge you for the full appointment cost without prior notice.  This balance must be paid before any further appointments will be accepted.

We understand that appointments can be forgotten however we can’t absorb the cost of lost revenue through no shows, we send our reminder emails and text to avoid forgotten appointments.

If we have to cancel your appointment due to any issues with our previous groom we will do everything possible to fit you in as soon as we can,  if we can’t arrange a suitable time with you we will refund your deposit.  

There are no exceptions to these cancellation terms. 

Additional Charges

Our prices are on a ‘from basis’.  We use a set pricing structure which depends on your dog breed.  We will assess your dog for any extra work required at drop off and advise of any noticeable price increases, this may be due to various issues that will take us longer to complete such as excess matting. 

Occasionally things present during a groom that can’t be spotted during the assessment, in this case we will make a decision on whether to proceed with the extra work based on the health & wellbeing of the dog, however we will do everything possible to advise you of any extra charges prior to accepting your pet at drop off.

If the coat is overgrown due to in frequent grooming and requires extra time this is chargeable.  We recommended that Poodle cross breeds are left no longer than 8 weeks between grooms,  Heavy matting can occur with these breeds if they are not groomed regularly.  We also recommend that you brush your dog at home in between grooms to avoid any matts forming. 

Fleas & Tick’s

If during your groom we discover an infestation of Fleas on your pet we will carry out a Flea bath & comb and we will continue the groom,  the owner will be contacted to advise that we have found fleas and the extra charges that will be incurred.  If we find fleas, we must use a Flea Bomb & perform a cleanse and towel/holding room bedding & equipment clean which will close down our groom room for 2 hours, we cannot risk passing fleas on to our next client and will need to cancel our next appointment. We know that the odd flea can be hard to spot but unfortunately if you bring us fleas we have to charge for the extra time and products that are required plus the cost of cancelling our next appointment.  We cannot absorb the cost of this.  We are happy to remove ticks however removal of 5 or more will incur an extra charge.

Post Groom

We do not use cages, we work on a 1:1 basis and we have a purpose built holding room for your dog to wait after their groom is finished.  We will give you an estimated time to collect your dog however if we need more or less time, we will contact you 15 minutes before we have completed the groom.  We do not accept our next client until our previous dog has been collected.  Due to this we must be extremely strict on collection times, and we will allow 15 minutes after we have completed for your dog to be collected.  Extra time after this will be chargeable.

Photos & Social Media

We take photos of your dog before and after each groom and these will be stored in your customer account for us to refer back to if needed,  By agreeing to our T&C at the time of booking you are giving us permission to use photos of your pet on our social media channels (we will give out no information other than their name).  If you do not wish this to happen, please let us know at the time of booking and we will ensure they are not used. 

Puppies

We do not offer any services to puppies under 12 weeks (3 Months), and we do not clip puppies under 24 Weeks (6 Months).  We offer a puppy pack which will give your puppy a gentle introduction to the grooming salon and process without any fur being removed.  If you have a dog who will require regular grooming, we highly recommend this package several times to reduce the fear and anxiety that may be present when it is time for a full groom. 

Refunds

We do not offer any refunds,  We take our time and give care and all of our attention to your pet during our grooms, when you book your pet in we will use the standard groom for that breed, any specialist breed grooms that we offer will be at an additional extra which will show as an option to add to your basket at the time of booking.  If there is a specific requirement that you’d like i.e. longer fur in places or something different to your last groom, please let us know when you book using the comments section and we will do everything possible to do this for you.

Dogs subject to restrictions.

We do not discriminate against dogs which are classed as restricted breeds.  We do however ask that you ensure you have followed all UK legislation when booking in your dog, this includes registration on the exemption register, microchipped, insured, neutered/spayed, muzzled and on a lead when they arrive,  We will keep your dog muzzled during the treatment which may limit how much work we can do around the face, we will be as gentle as possible around the muzzle.  We we will ask for paperwork to keep on our records to show that we are a responsible business who respects UK laws.