Terms & Conditions

Customer Satisfaction

We hope that you are always 100% happy with the service and groom on your dog/cat, but if you are unhappy in any way then please let us know as soon as possible and we will do everything in our power to rectify this for you immediately.

Drop-off and Pick-up Times

We operate on a one-to-one basis with no holding crates, so please ensure that you arrive promptly for your appointment. If you arrive late, this may affect the other clients booked in after you and I may not be able to to complete a full groom. Please also collect your dog/cat on time. If you cannot get back for the agreed collection time, please phone as soon as possible.

Cancellations

We ask that you give us at least 24 hours’ notice where possible when cancelling an appointment, to allow us to fill your slot with another customer. We don’t mind how many times you change your appointment as long as you do it in good time. As you can imagine, a last-minute cancellation or no-show would result in us being unable to offer the appointment to someone else and lost income.

Bitches in Season

This is not an issue, and I am happy to still groom your dog whilst they are in season. Please make us aware when you drop her off.

Matting/Felting

Under the Animal Welfare Act 2006, if your dog is severely matted, it may be that the coat needs to be taken short. We will endeavour to leave your dog/cat as long as possible, but the closer the matting is to the skin the shorter they will have to go. Felting will be groomed out as this is not the same as matting. All dogs change their coats; they don’t all shed. It is during coat change times and wet weather that extra attention is needed.

Vaccinations

Please note that we do not ask people to provide proof of vaccinations. This is because many people choose not to vaccinate but to use alternative natural methods.

Anal Glands and Ear Plucking

Section 19 of the Veterinary Surgeons Act 1966 (Royal College of Veterinary Surgeons) clearly states that groomers should not express anal glands. The RCVS has specifically advised that: Lay people, such as groomers, are not permitted to provide any form of minor medical treatment, except to their own animals. They must not do anything that constitutes the ‘practice of veterinary surgery’ as defined in the Act. Unless a dog is showing symptoms of infection or impaction of the glands, they do not need to be manually expressed. Emptying of the glands is something which a dog does naturally when it goes to the toilet. Deciding if there is any infection or impaction involves a diagnosis, which is the practice of veterinary surgery. If the gland is not infected it is questionable if it requires expression; therefore, we regret we will no longer be able to offer this service.

Regarding ear plucking, the same principle applies. We will remove surface hair and all that comes out easily; however, we will not be able to dig deep into the dog’s ear to force hair removal as this could result in an infection and is best left to your vet.

Customer Records

We no longer hold any customer details on record or file. Your phone number will be held on my phone which is security locked. This is due to the General Data Protection Regulation.

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