Please Read – When making a booking you agree to the terms and conditions below. If you do not agree to any of the terms please let us know.
Booking fee and payment information
When booking your pups appointment, we will request 35% of the service cost as a non-refundable booking fee. The remaining amount will then need to be paid in the salon once the service has taken place.
The booking fee secures your dog’s appointment and protects us as a business by minimizing chance of non-payment.
If you are unable to make the appointment you have booked, please give us at least 48 hours’ notice. We will happily re-arrange your booking and apply the booking fee to this booking instead.
If you do not turn up to the appointment, cancel with less than 48 hours notice or arrive 15 minutes or more late, the booking fee will not be transferred or refunded. A new appointment and new booking fee will need to be made.
for the service booked by cash or card.
If a booking is made over the phone, we will email you with a booking fee request that will need to be paid as soon as possible to secure the appointment. If you do not have an email address, we can send you the request via text message.
Time keeping
As we work on a one-to-one basis, your dog will be given 100% of our attention throughout the appointment. This system can only work if clients drop off and pick up at the times specified. You do not need to arrive early, and if you feel you will not be able to make the pick-up time for any reason, please let us know. Due to not using crates or cages, we are unable to separate your dog from others coming for their appointment which can cause great difficulty.
If your dog is not collected at the agreed collection time you will incur an additional charge of £5 per 30 minutes.
If you are more than 15 minutes late to your appointment, we will not be able to complete the groom in the allocated time, and therefore will re-arrange for a future date. Another booking fee will need to be taken to secure the new appointment.
Matted dogs
Removing mats and continuous brushing can be very painful and distressing for your dog. As such, we will always advise clipping to remove the matted and damaged coat.
Since mats rest tightly on the skin, they can often cause or reveal inflammation, existing injuries, restricted movement, and blood circulation issues. Once removed, your dog may itch, lick, or feel irritated until the skin and blood flow return to their normal position.
If your dog needs to be clipped short due to excessive matting, we will be sure to contact you first, if not already discussed in the pre-consultation.
Severely matted dogs will incur an additional charge of £10 for de-matting and/or clipping off the coat. The procedure can take significantly more time and labour, as well as more product and equipment wear and tear than a routine groom.
If your dog does suffer with excessive matting, we are happy to discuss the appropriate brush and techniques to groom your dog correctly. We would also encourage regular full grooms and in between maintenance.
Flea policy
If your pup is found to have fleas, we will charge a fee of £10 in addition to the cost of the groom, where they will be bathed in a flea shampoo and the salon disinfected.
Aggressive/difficult dogs
We may need to muzzle your dog although this is not a policy we strictly follow. Many dogs act aggressive but don’t actually bite. Nina will use her discretion in this. Being an X-army dog trainer and handler she is very knowledgeable.
We may need to charge xtra for this as the groom will take longer.
Dogs that are pregnant or in season
If your dog is in season, please make us aware when booking the appointment. Male dogs can detect a female in heat often causing their behaviour to be disruptive whilst grooming. We must also ensure they are always kept separated. We will not groom dogs that are pregnant.
When collecting your pup, please take the time to check them over to ensure you are happy with the groom. If there is something you feel isn’t quite right, please make the staff aware and we will be happy to correct it.
In the unfortunate instance that your dog has suffered an injury during the groom such as a nail cut too short or a small nick from the clippers, we will make you aware upon collection. Photos will be taken, and the correct care advice given.
These instances are very rare; however, accidents do happen. Dogs do tend to fidget whilst being groomed, and if the coat is in a bad condition small nicks can unfortunately sometimes occur.
If a complaint is made, we will do a full investigation into what has happened and will present our findings and hope to resolve it as soon as possible. If we feel we are unable to come to an agreed conclusion we will pass the information onto our insurance company who will settle it on an impartial basis.
Please note that if you do wish to make a complaint, then please contact us within 7 days of the groom date. Any complaints made after 7 days of the groom being completed will not be perused.
We always try our best, so if you are not happy for whatever reason, we will do our utmost to try and rectify any issues to satisfy both you and your lovely pups.
Address Details:
47 Rural Enterprise Centre, Vincent Carey Road, Hereford HR2 6FE
Follow the Holme Lacy road, following the signs for Clear Storage and North Rotherwas, Turn Left at the first roundabout Flexspace then first left again. Our workshop is the first one number 47 yellow shutter doors
We are looking forward to seeing both yourself and your pet very soon!
Thank you,
Nina & Nisa