Staying with your pet


Provided the dog behaves in your presence we do not object to owners staying. However, as this is rare, the preferred option is the dog is left with us during the grooming process. If we do agree for your pet to be groomed in your presence we reserve the right to ask you to leave if it is found unsettling for the dog.



Cancellation


We ask out of courtesy to other customers and the effect on our income that you give as much notice as possible when cancelling.

We try to be fair by not charging a fee for missed appointments. However, if failure to show without notification happens twice following our text reminder we reserve the right to ask for payment up front to hold any more appointments. This will be non-refundable if you fail to show. Equally, appointments cancelled at short notice i.e. following our text reminder, on more than one occasion in close proximity will be treated the same.

Therefore, please ensure all appointments are adhered to, but if something unplanned and unavoidable does occur then please give as much advance notice as possible. We always strive to be fair and understanding, but we do have to consider our other customers needs as well. Your co-operation and understanding is therefore appreciated.



Arrival/Drop off


If you arrive more than 10 minutes late, we will carry out as much of the grooming process as possible, but we will have to charge for the full groom as other people will have been turned away in order to hold this appointment for you. We will do our very utmost to continue with the full groom but it is best if extra time is allowed for traffic, etc.



Collections


Equally, if by allowing extra time for traffic you arrive early, please park on our drive and await your time slot to avoid unnecessary stress and excitement for the current customer’s dog, which could cause me to not finish their groom fully or competently.

We will give you a pre arranged time for collection. However, occasionally we maybe unsure (such as with new customers) and will telephone you. We will in this situation give you a rough guideline on completion time before departure.

As we groom by appointment only and space is very limited, please collect your pet at the allotted time. Prolonged visits could be stressful for your pet, and could cut the time we have to give the next customer’s pet. Equally the next customer may be unhappy another dog is in attendance as many attend due to issues their dog has with others and the fact we groom one to one. Very early arrival may cause your pet to become excited and this can make it impossible to finish the groom efficiently.

Please state at the time of collection before you leave the salon if there is any aspect of the groom that you are not happy with and we will be pleased to alter it for you.



Toileting


Please make sure your dog has had suitable exercise and a chance to empty their bladder/bowels before their pamper session. Should your dog need to toilet in the area or on our property, please clean up. I am happy to provide bags and to place in our own bin in these situations.



Aggressive/Bad Behaviour


We reserve the right to refuse any dog due to bad behaviour. However, we have a number of dogs on our client list with issues and working with their owners has ensured the dogs are groomed, and safety for all concerned is ensured. If there are any issues, please advise when booking and we can discuss a suitable grooming plan, which may include the owner’s assistance.

Muzzles are only used as a very last resort, but will be used if necessary. Sometimes they are needed for the dog’s safety if they are trying to bite the equipment.



Matted Dogs


We abide by the Animal Welfare Act 2006 section 5 wherein it states that 'All animals are to be protected from pain, injury, suffering and disease'

De-matting is extremely painful and we therefore refuse to de-matt dogs. Any dog that is unable to be groomed out in the recommended 20 minute maximum groom time will in accordance with the Animal Welfare Act, be clipped off.

We will always contact the client before taking this route to ensure they accept this procedure. However, if there is a refusal we will have to charge as the appointment could have been utilised by other customers.

Please also note that if we go ahead with the clipping there will be an extra charge due to the abnormal wear and tear on equipment. In the event of the pet requiring a shave down/clip down due to coat condition, the owner should be aware that irritation may occur from the shaving process, as well as uncovering nicks, scabs, cuts, fungal & bacterial issues, maggots and pre-existing irritation. Owner agrees that we will not be held liable for any after-grooming effects of matt clipping procedures or problems uncovered on a matted/neglected coat which could include, but are not limited to the following: itchiness, skin redness or self inflicted irritations/abrasions from excessive external rubbing.

Photographs


By using our services, you agree to photographs of your dog being placed into our advertising media. If you object to this, would you please confirm that fact in writing.



Please note: All prices quoted are for dogs that are regularly groomed, in good condition, matt free and well behaved.

A few matts and tags are acceptable and easily and painlessly dealt with. As stated above, any shave down will not be carried out without prior warning to the customer. It is therefore very important we have up to date contact details as it is not always initially apparent how bad a condition the coat is.