PLEASE READ BEFORE BOOKING YOUR GROOMING APPOINTMENT
The Paws Pack UK Pamper Parlour operate on an appointment basis however we do welcome walk ins too. Please note, whether it is a walk in nail clip or an appointed full groom, one of our Grooming Consent Forms will be required to be filled out before the first service goes ahead. Our sole intention is to offer a personal grooming and pampering service with care & love for your dog. Just like with our walking, training and pet sitting - we are here to be your pet's best friend. We are happy to arrange a time where you can meet us, see our place of work and discuss your grooming requirements or any concerns you may have. As dog owners and lovers ourselves, we do understand that there are nervous dogs and owners alike! We are here to help you and calm the nerves - grooming can be a great experience!
Appointments
We understand how important it is to keep the dog comfortable during their groom. This means that we work in a fast but precise manner. Having a dog stood on a grooming table for longer than 1.5hours can be quite frustrating for them and they get bored. We will always make sure that should a service need to take longer than this, toilet breaks, playtime and a little snuggle time will always be added in. It is always difficult to estimate how long a groom will to take but on average a small to medium dog which is well behaved in decent condition and groomed regularly can expect to take approx 1.5 hours. New visitors, puppies, larger dogs, longhaired dogs and dogs with matted coats or challenging behaviours should expect to be with us for longer. We will always give you an approximate time when you arrive but please understand, an estimate is not definite. We aim to give all clients the best results but with the sole intention of always putting your dog first so we kindly request your patience if the appointment does take longer than the estimate given. We will give you a text or call when your dog is ready, please do not come to collect your dog until we have done this. If you arrive for collection before your pampered pooch is ready, they become excited to see you and it becomes near impossible to finish the groom to a high standard without risk or injury to both dog and groomer - so please wait for the text or call.
Prior to arriving
We are sure you will appreciate that every appointment made is allocated a time slot to your dog’s specific needs. This is why we kindly request that you and your dog arrive promptly for appointments and collections, that you tell us everything you would like us to do at the time of booking, as well as making sure your dog has been walked and been to the toilet prior to the appointment. Please note appointments are best booked in advance if you have specific days and times in mind so book early to avoid any disappointment. We welcome reoccurring appointments so if you know you would like your dog groomed every six weeks or similar, let us know and we can be sure to pop them on a reoccurring slot. If you need further information about our Pamper Parlour, or just want to chat about your dogs grooming needs please call us on 01772 731208 or send us an email at grooming@thepawspack.co.uk.
Cancellations and missed appointments
Whilst we understand that sometimes appointments have to be cancelled, we do ask that you give us at least 72 hours notice before your appointment time where possible, as we may have a waiting list of clients wanting a service. We reserve the right to charge a fee of £20 for appointments rescheduled or missed with less than 72 hours notice of the appointment start time. This is covered by your deposit should we need to use it. If two appointments are missed or arrived late for, clients are then required to pre-pay, in full, for any future appointments. Arriving 15 minutes or more late for appointments will in most cases require re-scheduling and a missed appointment fee of £20 will apply. When a deposit has been paid for an appointment, should any of the above occur, the deposit will be kept as the re-scheduling or missed appointment fee. The deposit is only refundable in the way of using against the service on the day. All cancellations will lose the groom deposit no matter what the notice period. If you need to reschedule the appointment, we will be happy to do this for you. Providing over 72hours notice is given and the reschedule is within two weeks of the original appointment, your deposit is perfectly safe.
Booking An Appointment
When booking your appointment you will be required to pay a non-refundable deposit, of £20, to secure the booking. This deposit will be moved across to your next booked appointment. If no future appointments are booked at the time, the deposit will be deducted from the price of your service upon payment on the day of your appointment. If you wish to cancel your appointment, the deposit is non-refundable. If you need to reschedule your appointment, providing you have requested a reschedule with over 72hours notice of the original appointment, the deposit will move across to your new rescheduled date providing it is within 14 days of the original appointment date.
Should there be an issue with your booking (sometimes technology isn't as great as expected!) we will contact you as soon as possible regarding the appointment. This may be for more information on your dog (for example; breed, age, health) if missed off at the time of booking, or to reschedule an appointment due to a schedule clash, technical issue or illness within the team. If we need any of this information, we will contact your via email, text or phone. In the event of a reschedule, your deposit will move across to the new appointment date once we have confirmation from you, the client.
Special Offers/Discounts
Any discounts or special offers available from The Paws Pack UK are subject to the advertised terms and conditions specific to that particular offer at the time. The management reserve the right to remove such offers/discounts should they wish to.
Service
The Paws Pack UK will not stand for any lack of respect, verbal or physical abuse towards our team members. If you display any of these attributes, you will be asked to pay your bill (where applicable) and leave immediately. The police will be informed if necessary and your details handed over to the authorities.
Coat Condition
Minor matt removal is part of the normal grooming service provided but it takes a great deal of care and practice to undertake, as well as extra time. The Paws Pack UK Pamper Parlour will always put the pet’s comfort above all else. In the event that a pet’s coat is matted, the groomer may have to shave or cut the matts out rather than perform a painful dematting procedure. Although our groomers are highly trained and care for the pet, if a pet is severely matted, there is an increased risk for clipper burns or cuts to occur. The Paws Pack UK groomers will make all attempts to prevent this, however in many extreme matt conditions, it is unavoidable. As matted pets take additional time to groom and dull the grooming equipment, there will be an additional fee added on to the regular grooming price if your pet’s coat is matted.
All grooms will abide by the Animal Welfare Act (2006) and if we feel that it is unfair/too uncomfortable for a pet to go through matt removal in our premises, we will refer you to seek veterinary advice and sedation for such services.
WE WILL ALWAYS DO WHAT IS RIGHT FOR YOUR DOG & IF A CLIP OFF IS THE KINDEST COURSE OF ACTION, THIS WILL BE PERFORMED.
HEALTH
It is important to understand that grooming can be stressful to some pets and we will require you to inform the groomer if your pet has any heart conditions or any stress related issues prior to grooming. For the health and safety to all pets, including your own, it is necessary to have your pet up to date on all vaccinations prior to every groom. The Paws Pack UK do not groom dogs who are in season or have any visible signs of fleas, infection or airborne diseases. Should one of these be identified during your dog’s appointment, the groom will stop and you will be asked to come and collect your dog immediately. There will also be a fumigation/disinfection fee for you to pay along with any grooming service given completed or not. It is entirely up to you as the owner to ensure that your pet is fit and healthy for the grooming appointment. Should your dog fall ill within the 72 hour notice period, please call us and speak to our dedicated team as we may be able to help you and reschedule your appointment.
HOT WEATHER POLICY
The Paws Pack UK have a Hot Weather Policy in place for all aspects of the business. For grooming, during the warmer months there may be occasions that the parlour cannot open due to the health and safety of our team and our canine clients. As our parlour has a south-facing large bay window and no opening window ventilation, it can often get warmer inside than out. This can occur without any lights, machinery and/or additional heat being added. We have an internal thermostat to monitor the room temperature. Should the indoor temperature increase above 23 degrees Celsius, all remaining appointments that day will be contacted to reschedule. If you cannot make the first reschedule option given, please just let us know a selection of dates and times that would suit your schedule and we will rebook your appointment accordingly. On this occasion, your deposit will roll over to the new rescheduled appointment and our usual appointment policies and terms and conditions will remain in place. We will not groom in conditions that are not safe for our team members or your pets. It is not ethically or morally correct nor is it safe to do so. Heat stroke is easily brought on and can be fatal for both canine and human.
AdditIonal Charges
The Paws Pack UK reserve the right to charge additional fees for situations which hinder the schedule of the day. This includes but is not limited to :
- Behaviour issues - £10+ - We are here to help any nervous dogs and help them become used to the grooming process. However if your dog's behaviour adds to the allocated grooming time, an additional charge may be applied.
- Late collection - £20 per hour - We love spending time with your dogs however we are not a daycare service. We allow 20minutes for the collection of your dog. If you know you are going to take longer than this, please let us now when we call you. We plan our days to allow for all dogs, this includes those who are nervous or reactive. If you are late collecting your dog and we have a reactive dog in for the appointment afterwards, this creates a tense environment for the reactive dog and may mean that their appointment cannot go ahead because your dog is still in our care. This fee is charged by the hour. 21-60minutes will be charged at £20, 61-120minutes will be charged at £40 and so on.
- Persistent toileting (including scent marking) - £5 - We will always give toilet breaks to dog that need them however scent marking or persistent toileting is no acceptable and you will be charged for the cleaning process.
- Illness (including fleas) disinfection fees - £55+ - Should you fail to inform us that your dog has fleas or a skin/viral infection which is identified upon attending their appointment, you will be contacted immediately to come and collect your dog and will be charged an appropriate fee for the disinfection (and possible necessary closure of the parlour). Fees start from £55.
- Multiple groomers - £25 per hour - Should your dog need two dogs for their groom (this could be due to behavioural, matting, aggression etc) The Paws Pack UK have the right to charge for the additional person.
