Terms & Conditions - Awesome Pride & Groom

Terms and Conditions

Dog Grooming

AWESOME PRIDE & GROOM

DOG GROOMING TERMS & CONDITIONS

These Terms & Conditions form the agreement between Awesome Pride & Groom and the owner/person responsible for any pet using our dog grooming services.

At Awesome Pride & Groom, animal welfare, safety and customer satisfaction are of the utmost importance. We provide a calm, one-to-one grooming service and every dog is assessed and treated as an individual.

By booking or attending an appointment, you confirm that you have read, understood and agree to these Terms & Conditions.

Booking Fees

A £20 booking fee is required to secure your first grooming appointment and will be deducted from the final groom price.

The booking fee is not an additional charge.

Where a client cancels with less than 48 hours' notice or fails to attend, the booking fee may be retained in accordance with our cancellation policy.

Once you have attended your first appointment, no further booking fee will normally be required unless otherwise agreed.

Before Your Appointment

Please ensure your dog has had an opportunity to toilet before arriving for their groom.

Dogs must arrive and leave on a secure lead. Other pets must be transported in an appropriate secure carrier.

Owners are responsible for their pet's safety and behaviour until the pet has been formally handed into our care.

If your dog is nervous, reactive or aggressive around other animals or people, you must tell us before arriving. You may be asked to wait outside or in your vehicle until it is safe to enter.

Health & Owner Disclosure

Owners must inform Awesome Pride & Groom of anything that could reasonably affect the safety or welfare of their pet during grooming.

This includes, but is not limited to:

medical conditions
allergies
medication
recent illness, injury or surgery
mobility difficulties
heart or respiratory conditions
epilepsy or seizures
skin conditions
previous adverse grooming experiences
anxiety, nervousness or aggression.

Pets must be fit and well enough to be groomed.

We reserve the right to refuse, shorten, adapt or stop a groom where we believe continuing would compromise the animal's welfare or safety.

Awesome Pride & Groom will not groom a dog that is in season, pregnant or currently nursing puppies.

Owners are responsible for ensuring their pets are appropriately vaccinated and kept up to date with suitable flea and worming treatments.

Individual Assessment

Every client is assessed on an individual basis.

Age, health, temperament, behaviour, coat condition, grooming history and individual needs will be taken into consideration when deciding how a groom should be carried out.

We reserve the right to alter or discontinue a groom if we believe this is necessary for the dog's welfare.

Behaviour & Aggression

Owners must disclose any known behavioural concerns, including previous biting, snapping, aggression or significant anxiety.

Where reasonably necessary for the safety of the dog and groomer, appropriate safety and handling measures may be used.

If a pet becomes excessively distressed or displays behaviour that makes it unsafe or inappropriate to continue, the groom may be stopped.

Charges may still apply for the grooming, handling and time already provided.

We reserve the right to refuse future appointments where we reasonably believe we cannot safely provide the service.

Fleas & Ticks

All pets must arrive free from fleas.

If fleas are discovered before grooming begins, the appointment may be refused or rearranged until appropriate treatment has been completed.

If fleas are discovered once bathing or grooming has commenced, the groom may need to be stopped. Where appropriate, the dog may be treated with flea shampoo and towel dried rather than fluff dried to reduce the risk of fleas and eggs being dispersed around the grooming environment.

The owner will be contacted to collect their dog.

The normal appointment charge will remain payable and an additional £45 cleaning and treatment charge will apply to cover specialist products and the cleaning/de-fleaing of the grooming environment before it can safely be used for other clients.

Individual ticks may be removed where appropriate. If more than three ticks are discovered, an additional charge may apply and veterinary advice may be recommended.

Matting & De-Matting

Awesome Pride & Groom will always prioritise welfare over hairstyle.

If a coat is excessively matted or tangled, we will not subject a dog to prolonged or painful de-matting simply to preserve coat length.

Where we consider it necessary for the dog's comfort and welfare, the coat may need to be clipped short.

Where appropriate, we may undertake up to 15 minutes of de-matting or tangle removal, charged at £1.50 per minute.

For severely matted coats requiring a clip-off or significant additional work, an additional charge from £40 may apply. This reflects additional grooming time, specialist products, bathing requirements and increased wear on professional grooming equipment.

Owners will be informed where significant matting has been identified and will receive appropriate aftercare advice.

Removing heavily matted coats can reveal or contribute to skin irritation, redness, bruising or previously hidden skin conditions. These risks will be explained where appropriate.

Grooming Risks & Minor Incidents

Professional grooming involves handling animals and the careful use of clippers, scissors, nail equipment, dryers and other grooming tools.

Although every reasonable precaution is taken, minor accidental incidents can occasionally occur, particularly where a dog moves unexpectedly, has significant matting or has behavioural or medical difficulties.

These may include minor nicks, clipper irritation, nail quicking, skin irritation or stress-related reactions.

If an incident occurs, we will take appropriate action, inform the owner as soon as reasonably practical and seek veterinary assistance where we believe this is necessary.

Pre-Existing & Underlying Conditions

Grooming may occasionally reveal or aggravate an underlying or pre-existing condition that was not apparent before grooming.

This is particularly relevant to elderly dogs, medically vulnerable dogs, heavily matted dogs and animals with existing health conditions.

Owners must disclose all known relevant health information.

Awesome Pride & Groom cannot accept responsibility for an undisclosed or pre-existing condition simply because symptoms become apparent during or following grooming, unless loss or injury has resulted from our failure to exercise reasonable care and skill.

Emergency Veterinary Treatment

If we reasonably believe your pet requires urgent veterinary attention, we will attempt to contact you wherever practicable.

Where delaying treatment could place your pet's health or welfare at risk, you authorise Awesome Pride & Groom to seek appropriate veterinary assistance.

The owner will normally remain responsible for veterinary costs unless those costs arise directly from negligence or another legal responsibility of Awesome Pride & Groom.

Higher-Risk Pets

Some animals may carry an increased grooming risk due to their age, breed, medical history or physical condition.

This may include senior dogs, brachycephalic breeds, dogs with heart or respiratory conditions, epilepsy or neurological conditions, dogs recovering from illness or surgery, and medically fragile animals.

We may modify, shorten or refuse a groom or request veterinary advice before proceeding where we believe this is appropriate.

Prices

All advertised grooming prices are guidelines unless a fixed price has specifically been agreed.

The final price may vary depending upon factors including:

breed and size
coat type and length
coat condition and matting
chosen style
temperament and behaviour
additional handling requirements
time required to complete the groom.

Any applicable VAT will be included in the price shown where required.

Prices may be updated from time to time. Where reasonably possible, clients will be informed of significant changes in advance.

Payment

Payment is due on collection and before your pet leaves our care.

Due to previous issues with late payment, bank transfer is no longer accepted for standard grooming appointments.

Payment can be made by cash or card.

Any outstanding balance may result in future appointments being refused until the account has been settled.

Cancellations & Rescheduling

A minimum of 48 hours' notice is required to cancel or rearrange a grooming appointment.

The notice period is calculated using calendar time, including weekends.

Where less than 48 hours' notice is given, or a client fails to attend, a cancellation charge of up to 100% of the booked grooming appointment may apply, reflecting the loss incurred from reserving that appointment exclusively for the client and our ability to refill the appointment.

Where we are able to refill the cancelled appointment or otherwise reduce our loss, this will be taken into consideration.

Outstanding cancellation charges must be paid before another appointment can be confirmed.

Awesome Pride & Groom reserves the right to refuse future bookings where cancellation or no-show terms are repeatedly abused.

Late Arrival

Our grooming appointments operate on a one dog to one groomer basis, and punctuality is essential to maintaining the calm environment we provide.

If you are running late, please contact us as soon as possible.

Arrivals more than 15 minutes late may need to be cancelled and rearranged if there is insufficient time to complete the groom safely without affecting subsequent appointments.

Where an appointment has to be cancelled because of late arrival, the cancellation charge may apply.

Collection

We will normally contact you approximately 15–30 minutes before your dog is ready for collection.

Please do not arrive early unless requested. Seeing their owner while grooming is still taking place can cause some dogs to become excited or unsettled and may make it unsafe or impossible to complete the groom.

Pets must be collected at the agreed time.

Where a dog remains with us for more than 15 minutes beyond the agreed collection time after we have contacted you, a late collection/care charge may apply.

Grooming appointments do not automatically include daycare or boarding. These are separate Awesome Pride & Groom services and must be booked separately.

Early Drop-Off

Early drop-off is available by prior arrangement only.

Unarranged early arrivals may be refused where accepting the dog would interfere with another client's one-to-one appointment or our ability to maintain a safe grooming environment.

Salon Safety & Etiquette

Owners must ensure doors and gates are securely closed when entering or leaving.

Dogs must remain on a secure lead and other pets in an appropriate secure carrier.

Owners remain responsible for their pet's behaviour before handover and following collection and may be responsible for injury or damage caused by their pet.

Please park considerately and avoid blocking neighbouring properties, driveways or access routes.

Owners must clean up after their dogs when arriving at or leaving the premises.

Photographs & Social Media

We may occasionally take photographs of pets for Awesome Pride & Groom's website, portfolio or social media.

We will not intentionally identify the owner or disclose personal information alongside the photograph.

If you do not want photographs of your pet taken or published, please tell us and your wishes will be respected.

Trainees, Apprentices & Students

From time to time, a trainee, apprentice or student groomer may assist with grooming under appropriate supervision.

Their involvement will be appropriate to their level of training and experience, with the welfare and safety of the pet remaining our priority.

Payment Plans, Memberships & Direct Debits

Where a client chooses to participate in an Awesome Pride & Groom payment plan, subscription, membership or direct debit arrangement, the amount, payment frequency and services included will be explained before the arrangement begins.

Clients participating in a plan must comply with the cancellation period applicable to that particular plan.

Where the plan requires 72 hours' notice, missed appointments or cancellations within that period may result in the scheduled payment being retained where this fairly reflects the loss caused by the cancellation.

Unless otherwise agreed, unused appointments or payments do not automatically roll over.

Any additional terms applying specifically to a payment plan will be provided before the client joins.

Complaints & Grooming Concerns

If you are unhappy with any aspect of your pet's groom, please contact Awesome Pride & Groom as soon as reasonably possible, preferably within 48 hours, so that we have an opportunity to inspect the groom and address your concerns.

Where relevant, photographs or veterinary evidence may be requested to help us investigate.

Complaints will be considered professionally and fairly.

Depending on the circumstances, an appropriate remedy may include corrective grooming, a partial or full refund, credit or another reasonable resolution.

Nothing in this complaints procedure affects your statutory consumer rights.

Veterinary Evidence & Claims

Where it is alleged that grooming has caused injury or illness, we may reasonably request relevant veterinary evidence, reports, invoices, photographs or treatment information so that the circumstances can be properly investigated.

Where necessary, and with appropriate authority, relevant information may also be provided to our insurer, legal adviser or other professional representative dealing with the matter.

Liability

Awesome Pride & Groom will exercise reasonable care and skill when providing grooming services.

We cannot accept responsibility for loss, injury or illness arising solely from circumstances outside our reasonable control, undisclosed conditions, pre-existing conditions or the unpredictable behaviour of an animal where we have taken reasonable precautions.

Nothing in these Terms & Conditions excludes or restricts any liability which cannot legally be excluded or restricted, or affects your statutory consumer rights.

Contact Regarding Appointments

Grooming appointment cancellations, changes and salon appointment enquiries must be made by telephone.

Email should not be relied upon for time-sensitive appointment cancellations or changes.

Data Protection

Personal information will be handled in accordance with applicable data protection requirements and our privacy practices.

If you have concerns regarding the collection, storage or use of your personal information, please contact Awesome Pride & Groom.

Where you remain dissatisfied with the handling of a data protection concern, you may have the right to contact the Information Commissioner's Office (ICO).

Changes to These Terms & Conditions

Awesome Pride & Groom may amend these Terms & Conditions where reasonably necessary to reflect changes to our services, prices, policies, legal obligations, animal welfare requirements or business operations.

Updated Terms & Conditions will be published on our website.

For an existing confirmed booking, the Terms & Conditions in force when the booking was confirmed will normally apply unless a change is required by law, for health or safety reasons, or another reasonable and necessary reason.

Agreement

By making or confirming a grooming appointment, you confirm that you have had the opportunity to read these Terms & Conditions and agree to be bound by them.

These Terms & Conditions do not affect your statutory rights as a consumer.

Awesome Pride & Groom
Passion, care and individual attention for every client.

PLEASE NOTE: GROOMING APPOINTMENTS - CANCELLATIONS AND SALON INQUIRIES CAN ONLY BE MADE BY PHONE CALL - EMAILS CANNOT BE ACCEPTED

Home Boarding, Daycare, Taxi Service, Pet Sitting

Awesome Pride & Groom is required to provide you the following notice each time your dog(s) board overnight or stay for day-care.

If your animal becomes ill or injured while in the custody of a boarding establishment, the boarding establishment shall provide the animal with emergency veterinary treatment for the illness or the injury.

The consumer shall bear the reasonable and necessary costs of emergency veterinary treatment for any illness or injury occurring while the animal is in the custody of the boarding establishment.

IMPORTANT EMERGENCY INFORMATION

Since an emergency may happen at any time with your dog, please take the time to have your wishes recorded below.

This information is most critical for our staff and any emergency veterinary personnel.

During your dog’s stay our staff will make every effort to contact your listed veterinarian for any medical emergency or medical information.

However, after hours, weekends, holidays and in an emergency, we will use the Links Veterinary Group.

Your emergency contact also needs to know a history of any medical problems that you may have experienced with your dog.

For example, if your dog sometimes limps after playing ball, gets diarrhoea easily, or occasionally is lethargic and cranky, it would be helpful to have that history available. Then if your dog exhibits these same behaviours when in our care, your contact person will know this is normal for your dog.

When your emergency contact person is not available, we will transport your dog to the links veterinary Surgery.

If our staff transports your dog, we need to convey your wishes during your absence.

Listed below are some questions that need careful consideration.

We want to assume no responsibility for any decision that would normally be made by you, your family, and your personal veterinarian without your approval.

If it is not life threatening, do you want x-rays taken? Yes_____ No_____
If it is not life threatening, do you want blood work done? Yes_____ No_____
If it is not life threatening, do you want the vet to do the minimum to keep your dog comfortable until your dog can be transported to your personal vet, or do you want the emergency room vet to complete treatment?
Minimum only
Complete treatment
If complete treatment is selected, do not exceed £__________
If surgery is involved (for example, bloat) please consider the following:
Complete the surgery no matter what the cost.
Complete the surgery with a maximum cost of £__________
If a decision is made not to do the surgery and euthanasia is recommended how would you like to have the emergency veterinarian personnel dispose of your pet’s body?
Refrigerate until I return, and I will pick up my pet.
Private cremation with ashes returned to me.
Cremation with no return of ashes
public disposal

Thank you for taking the time to consider these options. We know it is never easy making such decisions about your dog.

Wedding Chaperone Services

Awesome Pride & Groom will provide the upmost care and respect for your dog(s) whilst in our care.

We will meet with you to discuss your requirements and how you wish to incorporate your dog(s) into your wedding.

If your dog is with us for the day, we will agree a time with you for us to return your dog(s). This time will be before midnight. We will not return your dog(s) to an empty property. Someone will have to be there to receive your dog(s). If no one is available, then your dog(s) will be boarded at our premises and charged accordingly.

If you are marrying on The Dunglass Estate, we will abide by their Terms and conditions with regards to where your dog is allowed. We will not breach these conditions.

Booking & Terms

Booking Confirmation

A booking is not confirmed until the required deposit has been received. Enquiries, quotations and provisional date holds do not guarantee availability. Your requested date and services will only be secured once your deposit has been paid and confirmation has been issued by Awesome Pride & Groom.

Deposits

All deposits are non-refundable. The deposit secures your booking, reserves the agreed date and time, and covers the administration involved in planning and preparing for your services. By paying the deposit, you acknowledge and accept these Terms & Conditions.

Prices, Quotations & Additional Services

All quotations are based on the information provided at the time of enquiry and include only the services agreed in writing.

If you request any additional services, amend your booking, extend the agreed service, or if your requirements change after a quotation has been provided, Awesome Pride & Groom reserves the right to revise the quotation and apply additional charges where appropriate. Any additional costs will be discussed with you and, where reasonably possible, agreed before the additional services are carried out.

Where additional work is required on the day due to changes in circumstances or requests made by the client, any applicable charges will be added to your final invoice and must be paid in accordance with the agreed payment terms.

Changes to These Terms & Conditions

Awesome Pride & Groom reserves the right to amend, update or revise these Terms & Conditions at any time where necessary. Any changes will be published on this website and will take effect from the date of publication. For existing bookings, the version of the Terms & Conditions in force at the time your booking was confirmed will normally apply, unless a change is required by law or is necessary for health, safety or operational reasons.