Terms and Conditions

1. Introduction

These terms and conditions outline the rules and regulations for the use of our house call grooming services. By booking our services, you agree to comply with and be bound by the following terms.

2. Services

• Bespoke Grooming: We offer tailored dog grooming care which promotes an individual dog’s overall wellbeing and health.
• Behaviour Modification: To encourage cooperation and trust, we provide basic positive training methods such as desensitisation and classical conditioning.
• House Call: All services are performed at the client’s residence, servicing within 5 miles of Crystal Palace. Clients outside the standard service area may be accommodated upon request, subject to an additional travel fee.

3. Booking and Appointments

• Booking: Appointments must be booked in advance via phone or email.
• Appointment Times: Upon booking, clients will be given a time window we can be expected to arrive, as well as an estimated duration. While we make every effort to adhere to the scheduled appointment time, unforeseen circumstances such as traffic may cause delays. This will be communicated to the client as soon as possible.
• Cancellations and No Shows: Cancellations must be made at least 24 hours before the scheduled appointment. Failure to provide sufficient notice may result in a cancellation fee. If a client is not available within 15 minutes of arrival, the appointment will be considered a no-show and a fee may be charged.

4. Health and Safety

• Pet Health: All dogs must be up-to-date with vaccinations and free of contagious diseases and parasites. Clients must disclose any pre-existing or new medical conditions or sensitivities prior to each grooming session. We reserve the right to refuse service to pets with untreated health issues.
• Behaviour: Dogs must be calm and co-operative for the grooming process. If a dog is being uncooperative or exhibiting signs of stress or discomfort, we reserve the right to alter or discontinue grooming services for the safety of all parties. Fees for time already spent will still apply.

5. House Call Requirements

• Parking: Clients are responsible for arranging suitable parking within a reasonable distance of the property. Any charges acquired due to inadequate parking arrangements will be payable by the client.
• Environment: Clients must be able to provide a suitable space for grooming to take place comfortably. The area should be clean, free from hazards, and have adequate ventilation, lighting, and temperature control. Access to warm water and a power outlet may be required.
• Client Presence: Clients are asked to be accessible during the grooming appointment but to provide space in order not to become a distraction to the dog unless their presence is deemed beneficial.

6. Liability

• Injuries: While we take utmost care during the grooming process, accidents or unforeseen incidents may occur. The client agrees that we shall not be held liable for any injuries, illnesses, or damages that may arise during or after the grooming session.
• Property Damage: We are not responsible for any damage to the client’s property unless it is due to our negligence.

7. Fees

• Pricing: All appointments are subject to an initial travel fee and then priced at an hourly rate based on time spent. Clients will receive an estimate when booking, but the exact time spent may vary based on the pet’s behaviour and grooming needs.
• Payment: Payment for services is due at the end of the appointment unless other arrangements have been made in advance. We accept cash and bank transfer.
• Outstanding Payments: Any outstanding fees must be settled before further appointments can be booked. Late payments may incur additional charges.

8. Media

• Media Collection: During grooming appointments, we may take photos or videos of the pet before, during, or after the grooming session.
• Uses: Media of pets may be used for client communication, education, and marketing purposes. Personal information such as the client’s name, address, or any identifying details will never be shared alongside the media.
• Consent & Withdrawal: By engaging in our service, clients grant the groomer permission to take and use media of their pet. Clients who prefer not to have any media taken or shared of their pet must inform us at time of booking.

9. Customer Satisfaction

• Grooming Requests: While we make every effort to cater to owners’ requests, the grooming process and end result will depend on various factors such as the dog’s coat condition, health, and behaviour. We reserve the right to make professional judgements to ensure the wellbeing and safety of the dog.
• Complaints: If you are not happy with the service provided, please make sure to let us know at the end of the appointment so any reasonable adjustments can be made.

10. Privacy

We respect your privacy and will not share your personal information with third parties without your consent. Please refer to our privacy policy for more details.

11. Changes to Terms and Conditions

We reserve the right to modify these terms and conditions at any time. Clients will be notified of any changes prior to their next appointment.

By using our grooming services, you acknowledge that you have read, understood, and agree to these terms and conditions.