Terms & Conditions

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Governing Terms and Conditions. The terms and conditions set forth in this Contract shall constitute the sole and exclusive agreement between Petals Pet Services LTD, trading as "Petals Pet Groomers" and the Customer.

Petals Pet Groomers are focused on providing a safe and secure environment for your dog. To ensure the health and safety of your dog as well as our other canine guests we require all our clients to read and understand the following policies. By making an appointment with us, you agree to the following:

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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 fees and terms apply:

• There are no fees applied for cancellations or reschedules that have given 48 hours or more notice.

• Cancellations or reschedules giving less than 48-hour notice will result in a charge equal to 50% of the reserved service amount.

• No-shows or cancellations on the day of the appointment will be charged 100% of the reserved service amount.

• Clients who have missed a previous appointment will be asked to pay in full when booking all future appointments. These payments are non-refundable in the instance of a no-show or cancellation with less than 48 hours’ notice.

• In order to book your next appointment, any outstanding cancellation fees must be paid in full.

• Please do not cancel an appointment by responding to the automated text message appointment reminder provided as this does not remove an appointment from the schedule and no-show fees will be incurred.

To reschedule or cancel an appointment please call the salon on 01827 790178 or 07368 632851 (Do not text to cancel an appointment)

If you are cancelling your appointment outside normal working hours, please leave a voicemail providing your name, the dogs name, time and date of appointment. A member of staff will follow up with you by phone during salon hours.

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LATE ARRIVALS

Please make it your priority to arrive on time for all appointments as appointment times are not flexible. While we do our best 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 the full price of 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 24-48 hours prior to your appointment date. However, if we are unable to reach you, please understand that it is your responsibility to remember your appointment date and time to avoid a late arrival, missed appointment, and the cancellation fee.

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PRICING

All quoted prices are assuming your dog’s coat is well maintained and free from knots, matts and tangles and that your dog is well behaved, shows no aggression and groomed at our recommended intervals. Extra fees will be applied for matted coats.

Whilst we are happy to work with nervous, timid or challenging dogs, these will incur extra charges due to the extra time and handling skills required.

Should your dog be brought to us with a flea infestation which is discovered after the groom has started a flea surcharge of £10 will apply. This covers the coat of flea elimination: dogs with fleas are washed 2-3 times with specialist shampoo, towels must be bagged and laundered separately, and the salon must be thoroughly cleansed and disinfected.

All charges are payable before you leave the salon with your pet, payments can be made via cash or card.

Where possible we will quote a price for the groom prior to undertaking the work, however sometimes matting, fleas or difficult behaviour will not be obvious prior to starting the groom.

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PRE-VISIT

A full bladder or bowel can be very uncomfortable for a dog whilst it is being groomed. Please ensure that your pet has been toileted before bringing them to the salon.

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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 dog's file.

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APPOINTMENT LENGTHS​

An approximate completion time will be given for your dog’s treatment when you drop them off, we will ring or text you when your pooch is ready. Please be patient if we take a little longer than expected as we will not rush your pet through their treatment. Pet parents arriving early to collect their pooch puts pressure on both the stylist and dog during what would otherwise be a stress-free relaxing grooming experience for your pet. We appreciate you waiting for our call or text.

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MATS

All prices quoted for our grooming services are a starting price. If your dog is excessively matted a surcharge 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.

A Clip Release Form must be signed for us to provide this service. review the "de-matting policy" in the “terms and conditions” section of the website which details the de-matting policy.

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LATE PICK-UP FEES

Pick up will be due at the time arranged either at the pre-treatment consultation or when the pet parent is contacted. Pet parents that are later than 45 minutes picking up their pooch will be charged a sitting fee of £25.00 per hour.

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GENERAL

DATA PROTECTION

​Petals Pet Groomers keeps detailed records of all dogs, treatments and responsible staff. New clients must sign a disclaimer form and some personal details will be retained by us. 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.

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SATISFACTION POLICY

If for any reason you are not completely satisfied with the treatment received, you agree to speak to one of our groomers prior to leaving the salon so we have ample opportunity to discuss your issue as Pet parents’ satisfaction is very important to us, we take great pride in our work.

We would kindly ask that contact is made with us and we are able to attempt to rectify your grievance prior to any social media involvement.

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PAYMENT

We accept cash and all major credit cards. Prices are subject to change without prior notice.

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RETURNS POLICY

​Products purchased are exchangeable within 14 days of receipt if they are in an unused condition and in their original packaging. Please note toys* are not returnable. (*We strongly recommend that all toys, and particularly those that contain squeaks, should only be given to pets under supervision).

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NO DRYING CAGES​

We have a strict no drying cages policy. All dogs are finished by hand by our experienced stylists. We choose this for the safety and well-being of our canine clients.

Petals Pet Groomers policies are presented and provided in the best quality and tradition of excellent servicing for our established and future clients. 

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VACCINATIONS

Petals Pet Groomers requires all dog’s to be vaccinated prior to their first groom. By signing the customer registration form, the customer confirms that their dog’s vaccinations are up to date.

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HEALTH & MEDICAL

Some dogs may find the grooming process stressful especially senior dogs or those dogs with health problems. If during the grooming process, any exposed or unknown medical problems arise or are aggravated, Petals Pet Groomers will not be held liable for any situation arising from an existing or unknown health condition.

In the best interest of the dog, Petals Pet Groomers will make every effort to contact the customer prior to taking the dog to Petals Pet Groomers retained veterinarian practice. By signing the customer registration form, the customer gives permission to obtain immediate veterinary treatment and that it is expressly agreed, that any and all expenses arising from the provision of veterinary care, are the sole responsibility of the customer.

If you are aware that your dog is suffering from ill health or has an infectious virus / disease, please do not bring your dog to the studio.

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FIRST VISIT TO THE SALON

On your first visit to the salon, an additional 15 minutes will be allocated to your appointment time in order to allow for the completion of a registration form. During the consultation, it will be useful if you could bring a copy of your dog’s vaccination documentation and provide any information of any medical considerations or other special needs, prior to grooming your dog.

All dogs should arrive and depart on a collar and lead. This is particularly important as the salon is located on a main road.

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GROOM STYLE

It’s important to discuss the type of groom you would like, whether breed standard or a pet trim to your own specification, which the majority of clients prefer. Once you have left the studio, the groom will commence with a health check and if any concerns arise as a result of the health check, these will be disclosed to you on collection of your dog. Please be advised as per the guidelines of the Pet Industry Federation, groomers should not carry out anal gland expression as this should be carried out by a qualified vet.

If there is any reason why the groom you requested cannot be carried out per your instructions, you will be contacted to discuss the reasons. The most common reason for this is likely to be that the coat is too matted, which would need to be clipped off resulting in a shorter coat than instructed. Please review the "de-matting policy" in the “terms and conditions” section of the website which details the de-matting policy.

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DE-MATTING POLICY

Here at Petals Dog Groomers, we groom humanely and we follow the Animal Welfare Act 2006.  Under this Act, it is an offence to cause unnecessary suffering to an animal.  This includes prolonged 'de-matting', which can be painful and detrimental to the welfare of your dog.  We may be able to brush out small matts from your dogs coat (up to 5% of a dog, which equates to a 50p sized patch behind ears, armpits or groin area, for instance), but if we feel that your dogs coat is too matted to be able to do this humanely, it may be necessary for your dogs coat to be clipped short.

 

In order to shave off matts, the clipper blade needs to go between the matted coat and the skin, meaning that your dogs coat will have to be clipped very short.  It will grow back, but some owners can be shocked by how short the coat is when this happens.  We are bound by the Welfare Act to ensure that we do not cause unnecessary discomfort to your dog, and shaving a dog is the best way to deal with a matted coat safely and humanely.

 

When your dog is assessed, we will notify you if we believe we may have to shave off your dogs coat due to heavy matting.  You will be asked to sign a De-Matting Waiver.  This means you have given us permission for your dog to be clipped short on this occasion and your personal preference to how the dog should be groomed may not be able to be taken into consideration.

 

A matted dog can suffer many conditions, such as; sores, yeast infections, flea infestation, moist eczema, mites, lice and maggots, infections and severe itching. Once a matted coat has been removed, the skin underneath may be red and sore to due to lack of air circulation.  You may need to consult your vet if this persists.

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Please note that extra charges will occur with a matted coat.  This is to cover the extra time needed and the wear and tear on the clipper blades.

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Governing Law - The Contract shall be governed in accordance with English Law and shall be subject to the exclusive jurisdiction of the Courts of England and Wales, to which the customer signs the booking form.

 

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