TERMS AND CONDITIONS FOR ARABELLA’S PET SPA
All clients are required to complete and sign our terms and conditions and then promptly return them to us before we undertake your dog's first grooming session. We understand Data protection is very important therefore all your data is strictly confidential and under no circumstances will it be shared with any third party. If your dog has any new health conditions or anything has changed before their grooming session we would appreciate it if you could please inform us of these changes so that we can give the highest possible standards of care to your dog and ensure a safe and comfortable environment for them.
OUR BUSINESS INFORMATION:
We are Arabella’s Pet Spa and our business address is 33 Park Lane, Poynton, SK12 1RD. We are reachable by phoning us on 07523609960 or by sending an email to arabellaspetspa@gmail.com which we aim to reply to within 24 hours of receiving it. If there is a need for us to contact you we will do so by phone or by emailing the email address provided to us by yourself. Please state your preferred method of contact in our introduction forms so that we can use this for future reference.
BEFORE YOUR DOGS GROOM:
Before dropping your dog off with us, please make sure they have been to the toilet before their grooming session begins so they are comfortable during their time with us. We make sure your dog has access to fresh water whilst they are with us. We also advise that you don’t feed your dog 30 minutes before their scheduled grooming appointment. Unfortunately, we do not express anal glands, we feel this is a job for your vet so please make an appointment with them if your dog needs this procedure.
GENERAL INFORMATION LATE ARRIVAL:
We kindly ask that you arrive on time for your appointment so that our day runs smoothly and we are on time for our other appointments. We understand things happen but we also have to be conscious of our workload and keep to the allocated appointment times, therefore if you you arrive more than 15 minutes late for your scheduled appointment we may have to re-schedule to another date. We work by appointment only and only accept walk-in nail trims & face tidies, the appointment time and slot booked by yourself is exclusive to your dog only and will not be filled if you are late or don't show up resulting in a loss of earnings. We, therefore, have to treat late arrivals as cancelled/missed appointments. The deposit paid for your dog's grooming session is therefore non-refundable so we can cover the costs of the missed appointment. We do offer an appointment reminder service so be sure to tick the yes box in your client introduction forms.
LATE COLLECTION:
As we are a grooming salon we are unable to accommodate dogs staying after their grooming session has finished therefore we have to charge £5.00 for every 30 minutes past the agreed pick-up time. This cost will be added to your dog's grooming invoice and payment can be made at the same time as paying for the grooming service. I am sure you will understand we must do this so we can provide your dogs with the highest standard of care.
DEPOSITS & CANCELLATIONS:
Customers are required to pay a deposit of 40% at the time of booking their dog in for a grooming session. You agree that this deposit will be non-refundable if an appointment is cancelled with less than 48 hours' notice, if an appointment is missed or if continual re-scheduling occurs. You will be liable for full payment of the appointment if cancellation is within 24 hours. If your appointment goes ahead as scheduled the deposit you have paid to us will be deducted from the total cost of your dog grooming session. If you provide us with 48 hours notice for cancellation we can then carry over your deposit to your next grooming session. A record will be made of this If you wish to cancel a grooming session slot you can do so easily by calling the salon on 07523609960 or by sending an email to arabellaspetspa@gmail.com If the cancellation is more than 48 hours' notice, then we will be happy to refund you the deposit that was paid at the time of booking. The deposit will be refunded by the method you used for payment at the time of booking your grooming appointment. Refunds will be paid within 14 days of us being informed of the refund request. We will confirm the request by writing either by email or text message. If for any reason the 14 days cannot be met we will inform you immediately. If the grooming session has started but we are unable to proceed and finish the full grooming session due to your dog's uncooperative or aggressive behaviour, we will have to end the grooming session immediately. for the welfare and safety of our staff and your dog. We ask that you honestly answer our questions about your dog's temperament and any worries you may have about them being groomed so that we can prepare ourselves for their grooming session and assess whether we think they are suitable to be groomed in our salon safely. We reserve the right to cancel the grooming session if we feel under threat and that we have not been properly informed of your dog's behaviour. A reasonable charge will be charged for the time spent trying to groom your dog and the allocated slot appointed to you.
CHARGES:
Our prices are based on the size and breed of your dog. Please understand that quotes charged for a standard cut of the breed of dog you request to be groomed may vary if the dog is matted, or needs a special cut which will include shave downs. Please inform us of the exact cut you require at the time of booking so we can provide you with an accurate price. The price of the groom will be the price stated at the time of booking if the exact grooming style is agreed upon. Please note that our standard grooming charge is for dogs that are used to being professionally groomed and their coats are well maintained by brushing and washing in between grooming sessions. If when your dog is dropped off and we do our consultation, we feel your dog's coat may need extra services to get it to the expected standard we will discuss this with you before we start the grooming service. If we need to contact you we will do so by your preferred method of contact. Please be aware that extra charges may occur if your dog's coats are Matted, knotted, maintained to a poor standard, or excessively overgrown. This is because it will take extra time to get their cut to the standard we aim to reach. An uncooperative or aggressive dog during our grooming session may also be charged more as it will require unexpected extra time and care. If we are unable to complete a groom due to behavioral problems or aggression you will be charged the price of the groom. All costs are payable in full at the time you collect your pet. Arabella’s Pet Spa have the right to refuse to groom a dog at their discretion without a given reason.
PUPPIES' FIRST HAIRCUT:
Here at Arabella’s Pet Spa, we start puppy grooming from 12 weeks old, after they have completed their second set of vaccinations. We recommend having their first grooming session when they are this age so they can get used to the grooming process young so it won't be a stressful experience for them later in life. You can however start home grooming from a younger age by using an appropriate brush to brush your puppy so their first grooming session will be more familiar for them. If you need help choosing a brush to groom your puppy just ask us. We allocate more time for puppies to have their first grooming session so we can make them feel as safe and secure with us as possible. We recommend regular brushing your puppy (don't forget to use an appropriate brush) and holding their paws to prepare them for nail clipping. Bringing them for grooming sessions a couple of times a year is a great idea so the whole grooming process becomes familiar and comfortable to them. We offer the ultimate puppy package where we will get your puppy used to being bathed, cut, blow-dried, and brushed slowly, building confidence for future grooming sessions.
PARASITES/ TICKS/FLEAS:
If fleas or ticks are found during the grooming process, your dog will receive flea treatment with your permission to kill the parasites and an extra charge will be applied. We will try to contact you prior to doing so but if we are unable to make contact by signing this contract you are excepting to cover the costs that occurred. Ticks found will be removed and an additional charge of £5 will be applied. Please note that parasites can be dangerous for your dog as well as for humans. If you feel your dog isn’t themselves please take them to the vet for a check-up before bringing them into the salon.
LIABILITY:
The owner understands that by leaving their dog in our care they leave their dog entirely at their own risk and discretion. Whilst we take every safety measure extremely seriously we can not accept any responsibility or liability in the case of any injury, death, or illness of your dog whilst in our setting. We advise having pet insurance before your dog's groomed in the unlikely event your dog needs emergency veterinary care.
YOUR DOGS TEMPERAMENT & BEHAVIOUR DANGEROUS DOGS:
We will not under any circumstances groom any dog registered under the Dangerous Dogs Act 1991. These breeds are Pitbull Terrier, Dogo Argentino, Japanese Tosa, Fila Brasileiro and the XL Bully. This rule applies due to our insurance company disallowing us to do so. It is the responsibility of the owners to notify Arabella’s Pet Spa if their dog is aggressive in any way towards people or other dogs. It may be appropriate to use a muzzle if we feel our safety is in jeopardy during any stage of the grooming process. We will discuss this with you and agree on a suitable way to groom your dog safely, but to also make sure your dog is not stressed and uncomfortable. We want to make the experience as positive as possible for your dog. By signing this contract you are agreeing that if we feel it is completely necessary for the safety of our staff that a Muzzle may be used. Please be reassured that using a Muzzle will not harm your dog and is simply a way to keep both the groomer and your dog safe. It is the owner’s sole responsibility to notify us if they do not wish for their dog to use a muzzle. Refusal to wear a muzzle may result in the grooming session being cancelled. Arabella’s Pet Spa reserves the right to refuse to groom your dog if your dog shows any aggressive tendencies as we cannot risk our safety. If there is an incident where we are injured by your dog you agree that you are fully liable for any medical bills, loss of income, or damage to equipment or premises If you are unsure how your dog will react to the grooming process please inform us and we can assess your dog for their first groom with us.
ACCIDENTS:
Although extremely unlikely, accidents can happen during the grooming process. In the event of an accident or serious medical issue that arises during your dog's grooming session, you the owner authorizes Arabella’s Pet Spa to seek emergency veterinary treatment. You as the owner will be responsible for paying the costs of any veterinary treatment needed. Things like cuts, scrapes, scratches, etc can happen due to the nature of the job and how dogs like to move about. Please be assured we make every effort to make sure your dog is groomed safely.
HEALTH & WELLBEING:
Sometimes during the grooming process, we come across medical issues that need addressing. If you have not informed us of the condition in your introduction forms we will try to contact you using the phone number you have provided to discuss what you would like us to do. If your dog has a new condition that we are unaware of please inform us so we can update your files and be aware when we are grooming your dog so they are as comfortable as possible. We may need written approval from a vet to ensure your dog is fit and healthy enough to be groomed. If your pet is unwell on the day of your appointment, it may not be accepted for grooming due to the risk of spreading viruses to other dogs. We recommend that your dog is up to date with their vaccinations. Although we are a 1-2-1 dog grooming salon dogs may pass other dogs whilst on our premises but please rest assured we disinfect surfaces and grooming equipment between grooms. Unfortunately, we are unable to groom pregnant dogs and bitches in season for obvious reasons. Please book in around their season. Ears are only plucked upon request.
PHOTOGRAPHS:
We love taking photos of your dogs during their grooming sessions especially our before, during, and after groom photos. Photographs may be used on our website, socials, and printed promotional documents. Please let us know if you prefer your dog not to be photographed and have its picture on any of our social media.
MATTED DOGS:
If your dog's coat is matted you acknowledge and agree that it may not be possible for Arabella’s Pet Spa to achieve the style that you desire. Arabella’s Pet Spa will try our very best to meet your requirements however a matted coat may result in us having to clip/shave your dog's coat short. If your dog's coat is badly matted it will require a long grooming session. In accordance with the Animal Welfare Act, we will not spend more than 15 minutes de-matting. It is extremely important to us that your dog is comfortable and matting can be painful to remove, therefore clipping/shaving short may be the most suitable option. It's important to not leave the fur matted as this will aggravate your dog's skin resulting in your dog being in pain and discomfort. We will discuss this prior to the groom and Arabella’s Pet Spa will require you the owner to sign the Matting policy. There are risks such as cuts, or abrasions when shaving and this may result in irritable itchy red skin. It's important to keep on top of grooming to prevent this from happening in the future. De-matting is not without risk so we do not accept liability for any abrasions, cuts, or sores after the grooming session. If you need any advice about how to look after your dog's skin after being shaved just let us know. we are happy to help. There will be an additional charge for de-matting due to the amount of time and care it takes. The additional charges will depend on the severity of the matted coat:
Here is an idea of the extra charges that may occur with de-matting: A full clip off will be an extra charge of £15.
GROOM FEEDBACK:
Arabella’s Pet Spa will provide you with detailed feedback after every grooming session. We will speak to you directly but understand that sometimes you may be in a hurry and it may not be possible so we also do an end-of-groom report with all the pampering your dog has had and how they were during their groom. If you have any queries or need further clarification or information please just ask or contact Arabella’s Pet Spa asap. We are more than happy to discuss any details of your dog's grooming session or advise you about how best to care for your dog's coat after their grooming sessions. If you are however unhappy with any part of the service that you have received please let us know before you leave the salon. We are happy to alter the cut immediately or note down any changes for the next grooming session. We want you to be 100 percent satisfied with your dog cut so please do let us know if we can do anything to make your experience even better.
ELDERLY DOG POLICY:
From time to time, grooming can expose underlying medical problems or aggravate an already existing one. If your dog is over the age of 10 please make sure you have updated your pet's introduction forms with any new illnesses or health conditions that you may feel could impact your dog's grooming experience. It's important we know of any health issues no matter how big or small before starting the grooming process.
