T&Cs

Health

The dog(s) is/are fit and healthy. Grooming of sick or elderly dogs is entirely at owner’s risk. Grooming may expose underlying skin or health problems that we cannot be held liable for. The dog(s) is/are up to date with their vaccinations. An unvaccinated dog(s) puts itself and owners at risk. If you wish to have your unvaccinated dog(s) groomed, we cannot be liable for any illness contracted by your dog(s) as a result of them not being vaccinated.

Payments

Payments will be made at the end of the groom via card or cash. Any bank transfer must be made before the groom is carried out. Estimates are based on the dogs breed, coat, size and grooming schedule. Prices may vary upon seeing the dog and owners must remember that some dogs may require extensive / additional work (such as a behaviour issue or matting) which will be charged for.

Grooming schedule will be given depending on your breed and style of dog. Any owner wishing to extend this will be charged extra per week to cover the additional work involved. 

Please note bathing your dog is solely complimentary to the groom in order to protect my equipment from damage. If you choose not to have your dog bathed/I am unable to bath your dog due to extreme weather conditions/health concerns/dogs best interests, the price of service will remain the same.

Bookings

At the time of booking you will be offered a date and APPROXIMATE time for your grooming session. Due to working with animals and travelling between appointments, unpredictable delays can occur.

Please allow up to 60 minutes either side of the appointment time, where possible I will try to communicate with you if safe to do so and inform you if there will be any further delays and if the appointment is able to continue or not.

De-matting Policy

Dogs with matted coats need extra attention during their grooming session. Mats left in a pets coat only grow tighter and can strangle the pets skin or eventually tear it open.

Mats can be very difficult to remove and may require your pets to be shaved. When necessary, removing a heavily matted coat includes risks of nicks, cuts or abrasions due to warts, moles or skin folds trapped in the mats. Heavy matting can also trap moisture and urine near the pets skin allowing mould, fungus or bacteria to grow causing skin irritations that existed prior to the grooming process.

After effects of matting removal procedures can include itchiness, skin redness, self-inflicted irritations, abrasions, haematomas and failure of the hair to regrow. Please be aware that I will not brush your dogs matted coat for longer than 15 minutes as required by the animal welfare act and your dog will be required to be humanely shaved. This will dramatically change their appearance and will be very short and close to the skin. These may expose pre-existing skin conditions.

We at House of Pooch cannot be held liable for these conditions or injuries. Our normal grooming charge does not include de-matting and there will be an additional charge of between £5.00 and £15.00 to facilitate this service, depending on the level of de-mat required on your dog(s). Please note we groom humanely and if we feel your dog(s) is/are in pain, they will be shaved off. Please remember it's just hair and it will grow back. 

Dangerous / Aggressive / Nervous dogs

Please infrom us about your dog(s) behaviour at previous grooming establishments. By telling us, we are better prepared in dealing with your dog(s). Please inform us if the dog(s) bite, has ever bitten and/or has ever been aggressive to people, other animals and/or becomes and/or has ever become aggressive during part or all the grooming process.

We reserve the right to refuse or stop services at any time before or during the groom and to charge the client the quoted price in full.

Cancellation Policy

If you are unable to hold your appointment, please inform us at least 48 hours before your scheduled appointment time so we have the chance to offer the appointment to someone else. Time is reserved to groom your dog(s), therefore failure to inform us will incur a cancellation charge of 50%, payable before further appointments can be booked with us.

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Where possible I will send out a courtesy reminder however it is your responibility to make a note of your appointments.

Accidents

Grooming equipment is sharp and while extreme caution and care is used, there is always the possibility that an accident may occur.

Possible injuries can include, but are not limited to: Cuts, nicks, scratches and quicking of the nails. In most cases this can happen due to excessive movement by a dog during the grooming process.

Whilst every effort is made to ensure the dog(s) is/are groomed as safely as possible if the dog(s) will not accept the process, House of Pooch reserves the right to cease grooming at any time.

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In this event the Client agrees to pay the charges quoted in full.

Data Protection

As a part of Data Protection Act (GDPR) it is necessary for us to inform you of the information we keep about you and your pet, how it is used and stored and to receive permission for specific information to be stored and used.

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The following information is stored in online format:​

• details you have given to us about you: your name, your address, your phone number(s) and e-mail address 

• details you have given to us about your dog: name, breed, coat type, gender etc.

• details of what we have done to your dog - blades, combs used, where we have scissored, nails trimmed, date of the visits etc.

• any likes or dislikes of your dog e.g sensitive feet, like treats etc.

• dogs grooming temperament - good, nervous, hard, biter etc

• any medical problems (lumps, bumps, warts, heart murmur etc.)

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Online format is protected by password. If you move you are welcome to take these details with you to give it to your new groomer Any non-returning customer information will be deleted after 1 year.

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Our website:

You can browse and visit our website without providing your name and contact details. Like many websites, our server logs capture details of your operating system and browser software, IP address, URL, including the date and time of your visit. We use cookies to analyse how our site is used by visitors. If you do not wish cookies to be saved to your system, you may change your browser settings.

You might choose to provide your contact details if you do any of these things:

• sign up to a mailing list

• submit a query

• create an account for booking

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We may use your personal information in the following way:

• to respond enquiries

• to keep you informed about our services and innovations, trends, how to maintain your pets coat and health and pet related events

• to send appointment reminders, new appointment confirmation, cancellation, rebook reminder, agreements via email or/and text

• to send vouchers and promotions

• to ask you for reviews of our services

• for market research purposes

• for record keeping purposes

• to deal with enquiries and complaints

• to contact you in connection with your dogs appointment, cancellations or rescheduling. 

House of Pooch does not share any customer data or information with any third parties for marketing purpose.