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 approximately 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.

Lone salon days

Our salon is a crate-free, multi dog salon. Should your dog need a lone salon, this is absolutely no issue. Highlight to us at the point of booking your appointment that you need a lone salon and we will happily ensure this is provided to you on one of our set days. These set days tend to be Mondays and Thursdays, if you cannot make it on one of this days, please speak to us directly and we will try and accommodate you for a suitable day/time. If you do not disclose this information to us at the point of booking, and you arrive on a none dedicated lone salon day/time, you may lose your deposit and have to book in for another day when a lone salon can be guaranteed.

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 per dog per appointment, 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. 

(Please note, in the run up to Christmas Day, an up to 100% deposit is required. You will always be informed of the deposit amount should it differ from £20)

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.

Accidents, Care, Salon Environment & Veterinary Costs

We provide all grooming services with reasonable care and skill, in accordance with the Consumer Rights Act 2015, and take every practicable step to safeguard the comfort, safety, and wellbeing of all dogs in our care. However, owners acknowledge that grooming involves working with live animals and that, despite appropriate handling and supervision, minor accidents or injuries may occasionally occur.

Our salon operates as a crate-free, multi-dog environment, meaning dogs may be present alongside other dogs during their appointment. While dogs are carefully supervised at all times and interactions are managed appropriately, owners acknowledge that this environment may not be suitable for all dogs and agree to disclose any behavioural concerns, anxieties, medical conditions, or past experiences that could affect their dog’s safety or stress levels.

Extra care is taken with puppies, elderly dogs, rescue dogs, and dogs with medical, behavioural, or additional support needs. Due to factors such as age, previous trauma, skin sensitivity, reduced mobility, underlying health conditions, or limited grooming experience, these dogs may be more vulnerable to stress, fatigue, or minor injury during grooming, even when handled with appropriate care and skill.

All members of our team are trained in canine first aid. Any incident — however minor — will be promptly managed and clearly communicated to the owner at the time of collection, along with relevant aftercare advice.

By booking an appointment with us, owners accept that in the unlikely event veterinary treatment is required after leaving the salon, any associated costs will be the responsibility of the owner, unless the injury or issue is directly caused by our failure to exercise reasonable care and skill.

Our ethos

We understand the desire to have every dog leave our salon looking "Instagram worthy" and it is something we will always strive to achieve. However, in some cases with behavioural, matting and age issues, this cannot always be the case. Our grooming ethos is centred around fear-free handling, this means we do not force dogs beyond their comfort threshold and instead, we help them gain trust and confidence in not only the process but their groomer too. This can sometimes result in areas looking less “perfect,” but this is done to avoid making the issues worse, to build trust and ensure long-term positive grooming experiences rather than distress. Our aim is for all dogs to come in wagging their tails and comfortable in their appointment time with us.

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. 

- Matting - £10+ - We will always remove any matting on your dog - welfare before vanity. We are here to help you with matting and will happily work with you to ensure matting is prevented. However the removal of matting does dull our blades as well as take extra time. Due to the cost of time and sharpening, we reserve the right to charge between £10 - £25 for matting that requires shaving off (dependant on severity).

- 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 not 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 for this start from £55 and can reach up to £300 - depending on the amount of appointments that are scheduled for the rest of the day. More appointments mean a higher fee due to those appointments not being able to attend as we will need to fumigate immediately after your dog has left our care. Please ensure your dog is up to date with their flea and worming treatments at least a week before their appointment. 

- 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.