Grooming T&C's

Returns & Refunds Policy:

Unfortunately due to COVID-19 we do not currently accept returns. However, if your item is faulty we will replace it or if your order is incorrect we will send out what is missing and you won’t need to return the other products.

You can request to cancel any orders made that are still awaiting processing and you will be refunded. If your order is marked as processing it is possible to still cancel your order unless it has either been already packed/processed and ready to ship, or it is a personalised item and it has already been made. If you have purchased a personalised item and it has already been made, unfortunately, you are not able to get a refund but any other items in the order as long as they have not been packed/processed can still be cancelled/refunded.

Any orders already marked as shipped can’t be cancelled/refunded.

Dog grooming Terms and Conditions:

Pets Welfare, Health & Safety.
1. It is the pet guardian’s responsibility to ensure that their pet it fit and healthy; the staff at Paws ‘n’ Claws must be notified of any pre-existing health condition that the pets may have prior to their appointment. Any failure to inform staff will result in no legal accountability being taken by the staff at Paws ‘n’ Claws.
2. Pets will only be groomed according to their tolerance of the process. If a pet begins to display signs or stress or discomfort with any part of the procedures during the groom, an alternative method will be employed, this may include the guardians helping or the groom being completed on a different day.
3. Grooming may expose underlying skin or health conditions which pet guardians may not be aware of, we will notify pet guardians of this so that veterinary advice can be sought, we cannot be held liable for any pre-existing health conditions found on pets.
  1. We will Photograph or document any evidence of pre-existing health or skin conditions to show you and vets.
4. Although extremely unlikely, accidents can happen during grooming, when working with sharp scissors and clippers, there is always a possibility that an injury can occur even if every effort is made to ensure this does not happen. Any known injuries will be photographed and reported to the guardian.
5. In the event of an accident or a serious medical condition arising during a pet’s groom, the pet guardian will authorise us to seek emergency veterinary attention; all costs in connection with this will be at the guardians expense.
6. With air conditioning and heating installed in the salon and will always maintain a suitable room temperature for every appointment. However, on days where outdoor temperatures exceed 30 degrees. All appointments between 11am and 5pm will be rescheduled to a different time or day.
  1. Any rescheduled appointments due to the reason above will be the top priority
Groom Feedback
1. The pet guardian will be given detailed feedback following every grooming appointment
2. If the pet guardian feels dissatisfied with any aspect of their pets groom, these should be discussed with the groomer before leaving the salon. Any reasonable request will be dealt with before leaving the salon and noted for the next appointment.
3. Should pet guardians have any queries regarding their pets groom should contact us immediately
4. Any issues found after the groom must be reported to Paws ‘n’ Claw within 48 hours of the groom, we will not be able to be held accountable for any problems raised after this time.
5. Any behavioural issues from the dog will be recorded and reported back to you for your own knowledge, this wont be held against your dog.
Salon exclusivity
1. We operate on appointment only and a one dog per groomer basis
  1. If your dog is dog reactive, we must be given notice when the appointment is booked to ensure there is no other dogs in the salon. If we are not informed beforehand then the groom will not be able to take place, and a “cancelation fee” will have to be paid.
2. Dog will be put inside our pens if there are any other dogs being groomed in the salon or if the guardian is late to collect their dog.
3. Households with multiple pets are allowed to bring both their dogs are the same time if their appointments are together. If the appointments are at different times of the day e.g. 10am and 3pm, only one dog may be brought at a time.
Grooming schedules
1. We are committed to learning and understanding every pets individual, the pet guardians preferred grooming styles and earning every pets trust; we know that all these things take time and patience, and doesn’t always happen after just one visit
2. For pets who are nervous and experience anxiety, we can only accept clients who are able to commit to a regular grooming schedule and desensitisation sessions if needed.
3. Regular clients and clients who pre-book appointments will be given priority when booking appointments.
4. Following the first grooming appointment, we will advise a regular grooming schedule suitable for the pet, groomer and guardian.
5. Commitment will be required from the pet guardian to help maintain their pets coat at home in between sessions at Paws ‘n’ Claws grooming.
6. We offer a reward scheme which can be used at all appointments at Paws ‘n’ Claws grooming.
Pricing
1. Any quoted prices where the dog is not seen will assume that the coat is kept in a fair condition
  1. These prices may vary up and down depending on coats condition
  2. Other factors affecting the price will be overweight pets or much larger than the breed standard pets. This will be stated at drop off.
2. For customers on a regular grooming schedule who maintain their pets’ coats well, these prices will be discounted well
3. Prices are non-negotiable for grooms.
4. There is a discount for bringing multiple dogs, however, this discount will depend on all the factors above.
Cancelling an Appointment
1. We request a minimum of 2 days’ notice if an appointment needs to be cancelled
2. To cancel an appointment, a call, text or email must be made, and we will respond to confirm and acknowledge the cancellation.
No shows (missed appointments) and Late Cancellations (less than 48 hours’ notice):
1. Missing an appointment will result in a missed appointment fee (50% of the price of the groom)
2. If you are more than 15 minutes late to your appointment then this may be considered a missed appointment and the fee will have to be paid.
  1. No new appointments will be able to be made until the Missed appointment fee is paid.
3. If less than 48 hours notice is given for a cancellation then a 50% deposit is required for the next appointment to be made.
4. Any more than 2 missed appointments in 6 months may result in a discontinuation on services
Time keeping and appointments
1. Guardians must be on time for their appointments and must be able to be contacted for the duration of the pets groom.
2. We will send an appointment reminder 48 hours before your appointment, any appointments cancelled after this will result in a late cancellation. 7.3
3. If needed to drop off or pick up late, this must be stated before attending your appointment.
4. An approximate time will be given when the dog has been dropped off, however, if any time changes occur, you will be informed by text.
5. If the guardian is more than 15 minutes late, they will be charged £5 for every 15 minutes late, as this inconveniences the staff and the next appointment.
6. We do understand that emergencies happen and cannot be avoided at times.
Termination of appointments,
1. Grooming of elderly or sick dogs are entirely at the guardian’s risk; we may have to stop the groom at any point and send the pet home, if this is the case, full payment will be required.
2. If a dog is in season/heat, we need to be informed before this appointment, these appointments need to be at the end of the day to avoid affecting other dogs.
  1. During a season, a dog may be irritable, uncomfortable, and may show some aggressive behaviours, if this happens the dog will be sent home and full payment must be made.
  2. During a season, a dog is more prone to infections and we are not liable for any that occur as it is the guardian's choice to go ahead with the groom.
3. We reserve the right to refuse to groom any pet at risk of harming itself or our staff
4. We must be informed prior to grooming is a pet has ever bitten or displayed aggression. Failure to disclose this may result in refusal of further services.
5. If a pet is accepted for grooming as displays aggression, which we were not notified of before the session, the groom will be terminated immediately, and the guardian will be contacted to collect their pet, and full payment must still be made.
6. We must be informed of pets that are poorly socialised or are highly reactive or consistently bark. We work below offices and a doctor's surgery so must be given notice when working with pets which may have an impact on noise levels.
Payments
1. Payments can be made upon collection or before the appointment
2. All fees must be made before the next appointment is made
3. WE reserve the right to not offer refunds
4. Failure to provide payment will result in immediate discontinuation of all future services, and surrounding groomers will also be informed.
Slander
1. Under the malicious communications act 1988 section 1, Paws ‘n’ Claws will not tolerate any slander =, harassment, malicious falsehood or defamation via social media outlets relating to a groom due to coats that have not been maintained at home, nor communication.
2. Paws ‘n’ Claws Grooming reserves the right to refuse service to anyone who repeatedly brings in neglected pets or is verbally or physically abusive to anyone on the premise, included their own pets

12. Online Orders

You can check and amend any errors on your order up until the moment you click the final ‘Place Your Order’ button.
After submitting your order, we will give you a unique Order Reference Number. At this stage this is just an acknowledgment of what you would like to purchase. Acceptance of your order and the creation of a legally binding contract between us will only occur when you receive an email to confirm payment has been received. If for any reason we have to decline all or part of your order, we will contact you as soon as possible to let you know.
To help protect both you and us from fraudulent transactions we work with our payment processing partner to approve orders. This process may include information from credit reference and fraud detection agencies. Rest assured, we will always tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method.

Returns and Refunds

Returns must be made within 14 days of purchased and returned in the same condition they were sent in. We offer refunds on the cost of shipping however buyers must cover the shipping cost of the returned goods.

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