Terms and Conditions
Please read this document as a new customer. From time to time the terms and conditions may be amended and any changes can be found here on the website.
Matted Dogs
Under the Animal Welfare Act 2006, it is an offence to cause unnecessary suffering to an animal. This includes prolonged ‘de-matting’ i.e brushing mats out- which is not possible as it is painful and detrimental to the welfare of the dog. If you bring in your dog with bad matting we are required by the Act to clip your dog short humanely or refer you to your vet to do the same. This requires going very short underneath the matting where the hair has attached itself to the skin very closely. This is the only possible way to relieve a dog of its matted coat.
This can be prevented by daily brushing with a slicker brush and a metal comb with home maintenance grooming- I would be happy to explain the correct way to brush your dog and suggest a grooming programme that will allow us to achieve the look you would like for your dog, this may involve more frequent visits to The Dog Spa and will certainly involve daily grooming at home. When a dog’s coat becomes matted, it causes discomfort as the matts pull tightly on the skin and underlying health conditions may not be visible.
When a matted coat is clipped short, it may reveal sore, reddened and irritated skin, this is due to the skin not being able to breathe, lack of air circulation and dirt that has accumulated underneath. Clipping a matted coat can take longer and cause additional wear and tear on our equipment so a further fee may be chargeable in addition to the normal groom price.
Should the groomer find the coat matted, any personal preference for how your dog should look after their groom will not be taken into consideration. The Dog Spa will only do what is best for your dog. In clipping short, you acknowledge that any irritation to your dogs’ skin is due to the removal of a matted coat and is not the responsibility of the groomer. When clipping a severely matted dog the chances of the dogs skin being cut increases but this is not due to negligence from the groomer but rather a sign of the dog’s coat condition before the groom.
On rare occasion that this occurs; you may need to seek veterinary advice following the groom and you will be liable for the full cost of any treatment. Dogs feel different after being fully clipped and it can take time for them to adjust to the way their skin now feels. However, we assure you that your dog is much happier without the matted coat.
Your Dogs Health and Welfare
When your dog is with us, their health and welfare is our main concern at all stages of the grooming process. Should we believe your dog is experiencing any fear or stress at any time, we will where possible employ alternative strategies to alleviate this. This may require extra time or sessions to overcome this problem.
In the case that a dog has any part of their coat matted (tightly tangled or knotted) it will be cut/clipped off for your dog’ s wellbeing. There is a chance that your pet's skin can become more irritated during the clipping process known as shaving rash. We recommend using a medicated shampoo to help sooth any irritation that may occur.
During grooming it is possible pre-existing conditions are noticed, which you will be informed of, in order you can seek veterinary advice. Extremely rarely accidents can happen whilst grooming, or medical issues can arise. In the unlikely event of this happening you authorise us to seek emergency veterinary treatment.
Time Keeping
Our appointment slots are timed to each individual dog to make time for the next appointment, so it is important to show up on time for dropping your dog off as well as collection. Any customer that shows up 30 minutes late for an appointment without prior warning may be refused and need rebooking. You will be given a time to come collect your dog upon completion, please show up on the given time in order to avoid late collection fees.
Pricing
All quoted prices assume that the dogs coat is well maintained free from knots, matts, tangles and fleas, that they are well behaved & shows no aggression. The dog is not overweight or oversized for the breed.
Whilst we are happy to work with nervous/ timid dogs, these may incur extra charges due to the extra time and handling skills required. Charges will be incurred for matted coats, those that are poorly maintained, or dogs with fleas. Payment can be made by cash, card or cheque.
Cancellations and No Shows
We appreciate that sometimes you may need to rearrange your dog’s appointment. As long as this is done with more than 24 hours notice there will be no charge. No shows or cancellations before the 24 hour period may be charged the price of a full groom.
Customer details
All your data is confidential and will not be shared with any third party. Please inform us of any changes in your dogs' health or temperament or your personal details to allow us to continue to provide a service tailored to your dogs' needs.