Pampered to Pawfection Dog Spa Ltd Policies

At Pampered to Pawfection Dog Spa Ltd we are focused on providing a safe and secure environment for your dog. To ensure the health and safety of your pet/s as well as our other canine guests we require all of our clients to read and understand the following policies. By booking an appointment you are agreeing to our terms and conditions.

-BOOKING FEES
All new customers are required to pay a non-refundable non-transferable booking fee per dog to secure appointments. This will be taken off your final payment in the salon. No appointment is confirmed until this payment has been made. Booking fees will be lost if failure to give us minimum 24 hour notice of cancellations as per our policy. You will then be required to pay a new fee if you wish to rearrange appointments.

Any existing customer who fails to follow our cancellation policy will also be required to pay a booking fee to secure future bookings.
If we haven’t received payment two days prior to agreed appointment date then we will need to cancel the booking.

If you wish to reschedule and give us more than 24 hour notice then your booking fee will be rolled over.
Should you wish to cancel your appointment within our cancellation policy then your booking fee will be refunded.

-CANCELLATION & RESCHEDULING
Please understand that when you forget or cancel an appointment without giving enough notice we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive our services. As our groomers time is reserved specifically for your dog we cannot provide any exceptions to this policy and the following fee’s and terms apply:
•No fees for cancellations or reschedules that have given 24 hours or more notice. Where less than 24 hour notice has been given a fee of 50% of the appointment cost is required before future bookings can be made.
•Pre-payment for future services will be requested when a client has failed to give 24 hour notice for 2 or more previous appointments. Without this payment any future appointments already scheduled would then be cancelled.

To reschedule or cancel an appointment please call the salon on 01457 834673. If you are cancelling your appointment outside normal working hours please leave a voicemail providing your name, dogs name, time and date of appointment. A member of staff will follow up with you by phone during salon hours.

-LATE ARRIVALS
Please make it your priority to arrive on time for all appointments as appointment times are not flexible. While we do our utmost to accommodate clients that arrive late, clients arriving more than 15 minutes late may miss their treatment time. We do appreciate clients may be late through no fault of their own, however we also have a duty to our other clients who keep to their appointment times.
•We reserve the right to charge equal to 50% of the reserved service amount for appointments that are missed due to client lateness.

This policy enables us to run an efficient salon and provide the required time needed to service all of our clients. We confirm appointments at the time of booking and 48 hours prior to your appointment date. However, if we are unable to reach you please understand that it is your responsibility to have updated us with new contact details. It is also the customers responsibility to remember your appointment date and time to avoid a late arrival, missed appointment, and the cancellation fee.

-LATE PICK UP FEES
Collection times will be discussed upon drop off and confirmed 30 minutes prior of the finished groom. Those who are later than 30 minutes picking up their dog will be charged a sitting fee of £5 per 15 minutes. If the owner or certified representative have not collected their dog by 30 minutes after the salon close time and no arrangement has been discussed, and we cannot contact the pet parent or the emergency contact number provided, then Pampered to Pawfection reserves the right to contact a local dog warden at the owner’s expense.

-MATTING
All prices quoted for our grooming services are a starting price. If your dog is knotted and requires additional work a charge will apply. If we find the condition of a dogs coat to be severely matted and incapable of de-matting without causing undue stress and pain to the dog, the dog may be clipped down for reasons of health and well-being. Charges will occur. All owners will be advised of this prior to us undertaking any de-matting or clip down service.

As a salon which promotes Responsible Dog Ownership we do not de-matt neglected coats. This is very different to removing small knots, tangles and isolated matted hair from the coat which can be achieved quickly without causing anxiety, stress or pain.

It is possible that we may uncover nicks, cuts or other potential problems which have been hidden by the matted coat. Pampered to Pawfection cannot be held liable for any after-grooming effects of matt removal procedures or problems uncovered on a badly matted, neglected coat, which could include, but are not limited to, the following: itchiness, skin redness or self-inflicted irritations/abrasions from excessive rubbing. Please be aware that there is a much higher risk of the dog’s skin being nicked with the clippers as we have to get the blade underneath the matt in order to remove it and although we will make every effort to avoid it, it does occasionally happen that we nick the skin.

The health and condition of a dog’s coat and skin are the responsibility of the owner (along with its physical and psychological state of health.)

-PRICING
Pricing is based per individual dog by breed, size, coat condition, groom style, temperament, age, time and work involved plus grooming history. Please be advised a surcharge will apply if your dog is matted, requires additional groomers to help with handling, requires extra bathing in addition to our standard 2 shampoo process, has fleas, or has not been groomed within the recommended grooming schedule for their breed. All prices shown are guide prices only, we will give you an exact cost once calling with a collection time. Puppy prices are only applicable to dogs under 6 months of age. Please contact the salon for breed specific prices. For some breeds an additional clip off or a hand-strip service may be required.

-FLEAS
Please note that dogs with flea’s cannot be accepted. If your dog has fleas please treat them prior to visiting the salon. Should your dog be brought to us with infestation which is discovered after the groom has started a flea surcharge of £10 will apply. This covers the coat of flea elimination: pets with fleas are washed 2-3 times with specialist shampoo, towels must be bagged and laundered separately, and the Spa must be thoroughly cleansed and disinfected. Any dog needing to be sent home for fleas will be charged for service provided during time spent in the salon. Any follow up appointments will taken as a new appointment slot and will be priced accordingly to our usual full groom prices.

-HEALTH
If your pet is not feeling well (e.g. vomiting, diarrhoea, kennel cough,) please do not bring him/her to the salon for their own comfort and the safety of our other canine clients. Please advise our staff of any change in your dog’s health or medical condition upon arrival so that we may update your pets file. We are unable to accept dogs which are pregnant. Pampered to Pawfection cannot be held responsible for any adverse reactions to products used; this includes but not limited to shampoos, colognes and ear cleaner. Pampered to Pawfection reserves the right to turn away canine clients on the day of appointment who seem unfit for grooming. Our cancelling and rescheduling policy for charges applies.

-BEHAVIOUR
Pampered to Pawfection will refuse the use of its facilities if there is evidence of behaviour that may be considered dangerous to other dogs or employees. If your dog does have an incident that we deem as unacceptable we reserve the right to stop the grooming process. In this case 50% of the groom cost will be charged irrespective of how much of the grooming treatment has been completed.

-DATA PROTECTION
Pampered to Pawfection keeps detailed records of all dogs, treatments and responsible staff. Details are taken of new clients and some personal details will be retained by Pampered to Pawfection. Client data will be treated in accordance to the data protection principles of the Data Protection Act and will not be shared with 3rd parties.

-SATISFACTION POLICY
If for any reason you are not completely satisfied with the treatment received, please advise within 2 business days so we can do our best to rectify it. Pet owner satisfaction is important to us. We take great pride in our service and want each individual client to as well.

Pampered to Pawfection Dog Spa Ltd reserve the right to amend these terms and conditions of service without prior notice.