Terms and conditions
Thank you for choosing Star Paws Dog Grooming to groom your pet.
Please take a moment to read the terms and conditions that help us run our stress-free salon.
1. We appreciate 24 hours notice if you need to cancel your appointment. If notified under 24 hours there will be a 50% charge and advance payment to secure your next appointment. If you cancel on the same day or are a no show, then full price of the groom will be needed before booking in again.
If there is 2 or more dogs then I will need at least 48 hours notice if you need to cancel appointment. If less than 48 hours there will be a 50 % charge, if under 24 then full price of the groom will need to be paid.
2. Please ensure that your pet has been to the toilet before arriving at the salon.
3. Please stick to the appointment time specified upon booking. Star Paws operates on a one -to-one basis which is a premium grooming service, that ensures that your pet is given 100% of his or her groomer's attention throughout the appointment period. This system can only work if clients bring their dogs and collect their dogs at the specified times.
4. Matted Coats. We have a non de-matting policy, in compliance with Animal Welfare Act (2007) section 5 which states that 'All animals are to be protected from pain, injury, suffering and disease'. Attempting to brush out heavy matting would lead to a great deal of discomfort for a dog. Instead we will at all times advise clipping to remove the matted and damaged coat. If your pet has become matted, we require your permission to clip before we begin the groom. Where pets are heavily matted, an extra charge of up to £10 will apply on top of their regular groom price. For a full shave down it will be an extra £18.
5. Flea Policy – Any dog found to have fleas will go straight into a flea-bath with special shampoo to remove the fleas. The salon will also need to be treated to prevent cross contamination therefore we make a charge of £10 per dog to cover the extra costs involved. You will be advised to treat your pet and your home environment to eradicate the problem.
6. Aggressive dogs. While we have a great deal of experience and success in the grooming of difficult dogs, we reserve the right to halt the grooming process should a dog become aggressive to the point of being a danger to me or to his or herself. Full or part of the grooming charge may apply.
7. Pre-existing conditions. Your groomer may uncover evidence of a health issue while grooming your pet and will always advise you of any further recommended actions i.e. visit to the vet , dietary requirements etc.
8. We groom each dog to the owner's specifications, as far as the dog will tolerate and the coat condition and type allows. We will always place a dog's welfare, safety and peace of mind above adherence to a particular style. In case of being unable for any reason to groom to the exact style wished by the owner, we will endeavour to contact the owner and agree upon a suitable alternative style.
9. We reserve the right to turn away clients that are over 15 minutes late for their appointment. If we agree to take your dog in there will be a £5 late fee charge.
10. Your groomer will give you a collection time when you leave your dog at the salon. This will normally be around 1 ½ hours later. A pet sitting fee of £5 per half hour will apply for dogs that are over 15 minutes late being collected.
11. I work extremely hard, and care for each dog as if they were my own. Any abusive language or behaviour towards me or other visitors to the salon will not be tolerated.
12. We will groom your pet to your specifications (* see 4), which will be discussed in the pre-groom consultation. If you are sending your pet in with a friend or family member, please send written instructions or give us a quick call to confirm your requirement. This eliminates any confusion which can occur when receiving a clients wishes 'second hand'.
13. Photographs. We take photos of each dog before during and after the groom, which we keep on file to assist us in future grooms. We may use some photos in advertising our service and/or post to our social media sites. Most clients enjoy seeing their pet featured. Please let us know beforehand if you do not wish your pet's photos to be made public.
14. Pet Records. Please provide a thorough account of any health issues, allergies or behavioural challenges appertaining to your dog. These notes are very valuable to us to give us a clear picture of the background before we begin to groom.
15. Alterations. If, after the groom is complete, there is anything about the groom that you would like altered, please advise your groomer accordingly before you leave the salon. We are never offended by timely requests to make minor changes, so please ask. If you are not happy with your groom then please let us know within 24 hours and I will try my best to fix this if I am at fault. Any longer and you will be asked to book in another appointment at full charge as bath and dry will be required.
16. Tipping your groomer. Tips are never expected – but always appreciated.