Terms and conditions
Updated: December 2024
1. General
Pets will only be accepted for grooming after the owner (or another responsible person) has filled in and signed a customer record card. By agreeing to a booking of our services, you are deemed to have accepted all terms and conditions.
1.1 All information regarding any customer and their pet(s) must be correct and up-to-date. In the event of any changes, you must notify us at your earliest convenience.
1.2 Paws A While Pet Grooming will not provide any service, with the exception of walk-in nail trims, for your pet without completing and signing a customer record card. We also reserve the right to turn away any animal or person for any reason that we deem necessary.
1.3 In accordance with the Data Protection Act 2018 (GDPR), your personal information on our booking system and client registration cards is confidential and will not be shared with any third party without your written/verbal consent. The data protection principles state your information is:
- used fairly, lawfully and transparently;
- used for specified, explicit purposes;
- used in a way that is adequate, relevant and limited to only what is necessary;
- accurate and, where necessary, kept up to date;
- kept for no longer than is necessary;
- handled in a way that ensures appropriate security, including protection against unlawful or unauthorised processing, access, loss, destruction or damage.
1.4 We strictly adhere to the Animal Welfare Act 2006 and operate a humanity before vanity policy. We therefore will only perform services that do not cause pain or discomfort to any animal in our care.
1.5 Paws A While Pet Grooming reserves the right to add, change, amend the terms of this agreement at any time without notice or consequence.
2. Appointment times
Paws A While Pet Grooming operates an appointment only policy, with the exception of walk-in nail trims. Bookings can be made online or by contacting the salon directly via telephone, email and some social media platforms. Please be advised that all appointments made are subjected to the terms and conditions outlined here. We advise all customers to book in advance to ensure they will be able to attend their booked appointment.
2.1 Please ensure that you arrive on time for your scheduled appointment to allow for check-in and consultation.
2.2 Paws A While Pet Grooming allows for a 15-minute grace period in the event any circumstances prevent you from arriving on time for your scheduled appointment. Failure to arrive within this period may result in your appointment being downgraded to a service requiring less time (unless agreed prior with management) or cancelled and you will be liable for any late cancellation/no-show fee (see Additional charges).
2.3 If for whatever reason, lifestyle events conflict with a scheduled appointment, alternative arrangements must be made. A minimum of 48 hours notice is required to reschedule or cancel a booking. Appointments can be rescheduled or cancelled online via the booking site, by phoning/texting 07806 666149 or emailing pawsawhilepetgrooming@gmail.com. Less than 24 hours notice will incur a late cancellation fee (see Additional charges). Do not reply to or use the email/text from the booking system as this is a ‘no-reply’ system.
3. Drop-off & collection policy
On arrival for each visit, all customers will be subject to consultation to provide us with information and requirements for their pets’ appointment. Please ensure you allow yourself at least 5 minutes to discuss your requests.
3.1 All customers must ensure that their pet has been exercised and given plenty of opportunity to evacuate their bowels and bladder before attending their appointment. If your pet defecates in the salon, you will be liable for a soiling charge (see Health & hygiene and Additional charges).
3.2 All customers must allow up to 4 hours for their grooming appointment (depending on breed, size, coat type and condition, temperament and amount of work to be done). Paws A While Pet Grooming will give you an estimated time for collection, however, it may take a bit longer so please allow extra time and wait for our text or phone call informing you your pet is ready.
3.3 We will always notify customers when their pet is ready for collection and will allow a 15-minute window after finishing the groom for collection. Please be prompt when collecting your pet. Failure to collect within this time period may result in a late collection charge unless agreed prior to booking with management (see Additional charges).
3.4 In the event your appointment excessively overruns due to causes beyond our control (excluding late arrivals) any late collection fees may be waived at the discretion of management.
3.5 Customers will not be allowed to drop their pets off more than 10 minutes earlier than their scheduled appointment time. Exceptions will only apply if pre-arranged and agreed by a member of the team.
4. Late cancellation/no-show policy
4.1 In the event that you are unable to attend your appointment, you must provide a minimum of 48 hours’ notice to cancel or reschedule your booking in order to allow us to fill the appointment space. Failure to do so will result in a late cancellation fee (see Additional Charges). In exceptional circumstances, these fees may be waived at the discretion of the management.
4.2 Failure to attend your appointment without due notice will result in a no-show fee (see Additional Charges).
5. Refusal of service
5.1 Breach of this contract will result in removal from our client list and refused service indefinitely.
5.2 Paws A While Pet Grooming reserves the right to refuse service to any customer/pet for any reason that we deem necessary with or without reason.
6. Health & hygiene
It is the owner’s responsibility to ensure their pet is fit and healthy for grooming. They must be up to date with their vaccinations, flea & tick treatments and where required, treated as advised by their veterinarian for any long-term ailments that ensure their well-being.
6.1 Paws A While Pet Grooming will not be held liable for any illness, disease, ailment that may be contracted if a pet is not protected.
6.2 Parasitic infections (fleas, ticks, ringworm, etc.)
6.2a In the event your pet arrives with a known parasitic infestation (in particular, fleas/ringworm) or is discovered on inspection, you and your pet will be sent home and be liable for the total cost of the services booked.
6.2b If any parasitic infestation goes unseen on inspection due to poor/matted coat condition and is discovered later during the groom, Paws A While Pet Grooming will contact you immediately and proceed with a pest repellant bathing treatment or tick removal and you will be liable for a disinfection charge or tick removal charge (see Additional charges).
Please note: Although Paws A While Pet Grooming cannot diagnose any illness/ailments, we will always inform customers of any unusual observations and advise where to obtain information about treatment and prevention. If in doubt, always contact your vet for medical advice.
6.3 Pets in season (on heat) and pregnancy
Paws A While Pet Grooming will not groom pregnant bitches or bitches in season for the reasons of health, safety and hygiene. A bitch’s season can last anything between 2-4 weeks and we will refuse service until at least 2 weeks after it has ended.
6.3a In the event you have made a scheduled appointment (more than the 48 hour cancellation period) and your pet comes into season, you must notify us immediately to cancel or rearrange the appointment.
6.3b In the event a season starts unexpectedly (less than the 48 hour cancellation period) any charges will only be waived by notifying us immediately by phone or text. (Charges will not be waived if you arrive at the salon for your scheduled appointment.)
6.3c If you attend your scheduled appointment and your bitch is in season/pregnant, you and your pet will be sent home and charged the full cost of the groom.
6.4 Hygiene: general
6.4a It is owner’s responsibility to ensure that their pet has evacuated their bowels and bladder before attending their appointment. If your dog defecates or urinates during their appointment, you will be liable for a soiling charge as this takes time out of our grooming schedule to clean up and disinfect and causes delays (see Additional charges).
6.4b If your pet is unwell, (particularly diarrhoea and vomiting) you must reschedule your appointment. Failure to do so will result in your pet being sent home and you will be liable to pay the total cost of the groom.
6.4c In the event your pet becomes ill unexpectedly, you must contact us immediately to cancel/reschedule to avoid any charges.
6.4d In the event your pet becomes ill during the grooming session you will be contacted immediately. If we feel stopping the groom is in your pet’s best interest you will be asked to collect your pet and may be liable to pay for the cost of the groom. (Any charges may be waived at the discretion of management.)
7. Pet behaviour/safety
It is of the utmost importance that all customers are honest and transparent with all the information they provide us, especially when it comes to their pets’ behaviour and medical conditions. Paws A While Pet Grooming will not be held responsible for accident or injury that may be caused due to, and not limited to, incorrect handling due to misinformation.
7.1 Customers agree to provide any and all information to the best of their knowledge that will affect the handling of their pet during their appointment. Failure to do so will result in your pet being sent home and you will be charged the full cost of the groom.
7.2 Health conditions
All pets must be up to date with their vaccinations and preventative treatments. Proof of vaccination and/or preventative treatments may be requested by the team.
7.2a Customers must provide accurate information regarding any long-term health conditions about their pet before they are accepted for any grooming service.
7.2b Some pets may require prescribed shampoos/creams/drops, etc. Paws A While Pet Grooming is willing to use any treatments provided by the customer at their request and with their consent. However, we cannot accept any responsibility for any adverse reactions or injuries should they present themselves from the use of these products.
7.2c In the event a customer’s pet falls ill during their appointment, we will contact you for immediate collection. Depending on the nature of the illness, the customer may be liable to pay for the cost of the groom. (Any charges may be waived at the discretion of management.)
7.3 Aggressive pet and challenging behaviour policy
7.3a Customers MUST inform us if their pet bites or is snappy; has bitten; is/has been aggressive towards people or other animals, displays aggressive or challenging behaviour to any specific grooming procedures (e.g. excessive moving aka ‘dancing’, pulling limbs/head away, spinning) which may be as a result of past trauma, negative grooming experience, or lack of desensitisation.
7.3b Customers accept that their pet may be declined service on inspection if deemed unfit/unsafe for grooming and they may be liable to pay for the cost of the groom.
7.3c To prevent injury to your pet or team members, PPE (Personal Protective Equipment), e.g. muzzles and firmer restraints may be used. The customer accepts that higher rates will be applied due to the level of expertise involved in handling and grooming an aggressive pet or one with challenging behaviour.
7.3d If your pets’ behaviour or aggression causes injury at any point during the grooming process, the appointment will be terminated. Paws A While Pet Grooming will contact you for immediate collection even if the groom is unfinished. In these instances, customers are liable to pay for the full cost of the appointment.
7.3e Paws A While Pet Grooming reserves the right to terminate any service at any time, before or during the grooming process if deemed unsafe to continue. However, we will advise alternative options for the future where requested.
7.3f In the event your pet should cause serious injury to any person or animal; damages any equipment, the owner accepts responsibility to pay for any and all related costs incurred (i.e. medical/veterinary bills; recovery costs, repairs/replacements to damaged equipment).
8. Animal care, accidents & injuries
Your pets’ health and welfare are our primary concern. Paws A While Pet Grooming adheres strictly to the Animal Welfare Act and customers understand and agree that we will do whatever is appropriate for the well-being of their pet whilst in our care.
8.1 In the event an incident or serious medical complication is discovered during your pets visit, the customer agrees and authorises Paws A While Pet Grooming to act on their behalf to obtain emergency veterinary treatments.
8.2 All customers understand that Paws A While Pet Grooming will not be held liable for any pre-existing conditions/problems that may be discovered during the groom. Any fees incurred relating to any pre-existing conditions/problems are the sole responsibility of the owner.
8.3 Customers understand that Paws A While Pet Grooming staff are not vets and any advice/recommendations given regarding health issues must be checked by a qualified veterinarian.
8.4 Although Paws A While Pet Grooming is fully insured against accident and injury, customers agree that any costs incurred from injuries sustained by uncontrollable behaviour by their pet will be the sole responsibility of the owner.
9. De-matting policy
Paws A While Pet Grooming will always advise the best course of action when it comes to poor coat condition and advise of any future complications of shaving and de-matting.
9.1 Customers understand that if matting cannot be brushed out within 15 minutes it will be clipped off in accordance with the Animal Welfare Act.
9.2 Due to the extensive wear and tear on equipment used when off a matted pet, all customers accept that an additional de-matting/matted coat clip-off charge will be added. This charge also applies for minor de-matting services as it delays the appointment time (see Additional charges).
9.3 Clipper rash, brush burn, nicks and small cuts are just a few of the minor injuries that may be caused by de-matting and/or matted coat clip-offs. Customers agree that Paws A While Pet Grooming cannot be held responsible for these types of injuries and any costs incurred are the sole responsibility of the owner.
10. Emmi-Pet ultrasonic teeth cleaning
10.1 In the event your pets’ teeth are significantly scaled or in poor condition, we would recommend that you seek veterinary attention initially for a dental descale under anaesthetic, then continue with a regular programme of ultrasound teeth cleaning to maintain your dog’s dental health.
10.2 Whilst ultrasonic dental cleaning is highly effective in removing mild tartar and improving your pet’s oral health and breath, Paws A While Pet Grooming cannot guarantee the treatments’ effectiveness or suitability for individual dogs due to varying external factors.
11. Cat grooming
11.1 Prices are a guideline and are dependent on the size, coat condition, and temperament of the cat. Paws A While Pet Grooming reserves the right to add or waive any additional charges at the discretion of the management.
11.2 Paws A While Pet Grooming will not groom pregnant cats or those in heat.
11.3 Heavily matted, elderly, or cats presenting challenging behaviour may require another groomer to assist and additional charges will apply.
11.4 Although a precise finish cannot be guaranteed for cat grooming, Paws A While Pet Grooming will complete as much of the groom as the cat will allow, as precisely as possible.
11.5 Should your cat’s behaviour become unruly or aggressive the groom will stop and you will be liable to pay the full price of the groom.
11.6 We reserve the right to refuse grooming for aggressive, feral or semi-feral cats.
12. Pricing
12.1 Pricing is individual to each pet based on their breed, size, behaviour, coat condition, interval since last groom, and service required. The price will be discussed on consultation and additional fees may apply (see Additional charges).
12.2 We offer a one-to-one service. This means your dog is supervised and stays with one groomer who does the preparation, bathing and styling themselves.
13. Additional charges: summary
- Late cancellation charge (if less than 48 hours notice given) – a fee of 75% of the full groom price will apply.
- Failure to show up without notice charge – a fee of 100% of the full groom price will apply, and you will need to pay this fee before booking any future appointments.
- Late collection charge – If you are more than 15 minutes late you will be charged as follows:
15 to 30 minutes – a late fee of £10 will apply
30 minutes or more – an additional late fee of £10 per 15 minutes, or part thereof, will apply - Disinfection charge – £15.00 per pet (includes pest repellent bathing treatment)
- Tick removal charge – £5.00
- Spot de-matting charge – from £10 (dependant on breed, size, behaviour and severity and amount of matting)
- Matted/Pelted coat clip-off charge – from £20.00 (dependant on breed, size, behaviour and severity of coat condition)
- Soiling charge – £2.00
Paws a While Pet Grooming reserves the right to add or waive any additional charges.
14. Advertising and social media
We reserve the right to photograph or video your pet for the benefit of our records. Customers agree that they may be used in any promotional or advertising materials. If you do not wish for your pet to photographed or videoed for promotional purposes, please inform us.