Policies and terms
Deposits
Missed Appointments
- Please give us at least 48 hrs notice of cancellation of an appointment so that we can rebook the appointment to someone else;
- If you are unable to give us 24 hrs notice, we will charge you your one-off £15 deposit.
- If you miss a booked appointment (no show), then we will charge you the full cost of the groom and you will only be able rebook an appointment with Spruced Up once the invoice is paid in full.
- If you are more than 15 minutes late for an appointment, we will have the right to cancel your appointment and charge a missed appointment fee of full cost of the groom and you will only be able rebook an appointment with Spruced Up once the invoice is paid in full.
Matted/ neglected coats
- We do not de-matt neglected coats.
- Small knots and isolated matted hair are expected and will be removed by dematting tool or brushing, isolated clipping out, deep conditioning with dematting lotion or any combination of these techniques. However, there will be a charge of £5 as this will slow down the groom and will be factored into the final agreed price before starting of your dog. If we find any matting once we started, we will always call you to confirm the next steps prior to continuing.
- There is no way to brush out established matts once they have formed, and the only way to remove them is to shave them off.
- Attempting to brush them out would come under the Animal Welfare Act 2006. But don’t worry the hair will grow back with time and with correct brushing you can maintain a lovely coat.
- The health and condition of a dog’s coat and skin are the responsibility of the owner, together with its physical and psychological health
- All shave off will incur additional charges of £15 to cover to the cost of the equipment – blades needed re-sharpening and the additional time need with a shave- off. The owner will asked to sign a de-matting consent form and will be given a copy for their information too.
Dog behaviour
- It is the responsibility of the owner to inform us of any aggressive tendencies (or risks to the well-being of the groomer) from their dog prior to starting
- Final Price – the accuracy of the initial estimate will be determined by whether the dog exhibits normal behaviour
- If we cannot safely complete your dog within the guidelines of the Animal Welfare Act 2006, Section 9, due to behaviour, aggression, or otherwise, we will call and let you know. The groom even if incomplete will be charged for in full.
Vaccinations, fleas and worms
By accepting these terms and conditions you will be confirming that your dog is up to date with flea and worming treatments, and vaccinations;
- Fleas on any dog in our salon causes additional cleaning and chemicals to kill them, so we will charge an additional £40 per dog
Anal Glands, Ear cleaning
- As per the RCVS Guide to Professional Conduct, the treatment of anal glands is considered a veterinary practice and will not be included in the salon services.
- Ear cleaning is included, where minor hair/debris removal is involved in a non-infected ear. We don’t pluck ear hair from the inner ear as this is considered veterinary practice only.
- Where infection is present, or there is any possibility of a ruptured ear drum, this should be dealt with as a veterinary matter.
Feedback
All feedback should be directed to Jen Wheildon, preferably in person or by telephone with 24 hours from the appointment. We value feedback, both positive and negative, and will be more than happy to discuss with you any points you feel we should be aware of.
We ask all our clients to check the trim when they collect their dogs, so that if any adjustments are required, these can be made before the dog leaves the premises: it is quicker for us to do this as the dog’s coat is both clean and knot free, and from a client’s perspective the requirements have been met without significant delay. Customers should note that if someone else collects the dog this increases the risk of unmatched expectations not being addressed there and then at the appointment, and prompt feedback is therefore even more essential.
We can’t correct a trim on dogs returned to us after more than a couple of days: the coat will no longer be in a pristine, workable condition and will have grown longer, and it is hard for us to see where there is an error in the trim.
Services
– Bathing and conditioning with products appropriate to your pet’s skin, coat and condition
– Fluff and blow dry
– Nail trim unless unsafe for us to provide this service
– Ear cleaning unless signs of inflammation, soreness etc
– Styling / haircut of your choice
– Groomer’s health check with a report back on any problems identified
