1. Appointments:
We operate strictly by appointment only, which can be conveniently booked via our app, phone, email, or social media channels.
Our cancellation policy requires a minimum of 48 hours' notice for appointment changes or cancellations. Failure to provide adequate notice will result in a deposit for future bookings and a charge of 50% of the grooming fee.
If you arrive early for drop-off or pick-up, please remain in your car and notify us of your presence via phone. This helps maintain a focused environment for our groomers and ensures a smooth grooming process for your pet.
Appointment times may vary, but we strive to provide estimated completion times and accommodate your scheduling needs to the best of our ability. On the day, you may receive a text message from me with a differing time from your appointment slot due to delays in my day
2. Payments and Deposits:
We kindly request a 15% deposit of the total booking cost, which will be calculated at the end of the booking process and must be settled before finalising the appointment. While this deposit is non-refundable, it can be transferred to another date with 48 hours' notice - Please see section '3. Cancellation and no shows' for further info
The remaining balance is due upon completion of the grooming session and when you collect your dog. We offer flexible payment options, including cash, card, or instant transfers - an instant receipt will be sent to the email on file
If you're booking through our app, payment must be completed for your booking to be confirmed.
For bookings made via message, phone, or email, I will send a payment link to the provided number along with the deposit amount required. You'll then have 24 hours to complete the payment; otherwise, your requested appointment slot will be reopened for other bookings.
Both payment options can be conveniently completed using your card details, Apple Pay, or PayPal.
In the event that I'm unable to proceed with the required appointment, you will be entitled to a full refund or the deposit can be moved to another date.
A deposit will be required per every booking
3. Cancellation and No Shows:
We understand that unforeseen circumstances may arise, necessitating appointment rescheduling. While we aim to send reminders via text or email 28-48 hours before appointments, please note that this may not always be feasible.
To secure your appointment, a non-refundable 15% deposit is required upon booking. This deposit can be transferred to another date with a minimum of 48 hours' notice. Cancellations within 48 hours will incur a charge of 50% of the scheduled groom.
No-shows without prior cancellation or rescheduling will be charged the full cost of the booked service. Subsequently, your account will be placed on hold until outstanding payments are settled, and rebooking another groom will be unavailable.
4. Prices:
Our prices vary based on factors such as dog size, coat type, hairstyle, and behavior. We are transparent about pricing changes and provide ample notice.
Should I not be able to complete any part of the groom (for example, claw clip/teeth clean) due to client lateness / dog stress levels or cooperation during groom, they will not be refunded off the groom cost.
5. Clearpay:
We understand that some months can be financially challenging, which is why we're pleased to introduce Clearpay payments. This option ensures that your dog's coat is well-maintained, even during those tougher times for you.
Please use Clearpay responsibly. Clearpay lends you a fixed amount of credit so you can pay for your purchase over 4 instalments, due every 2 weeks. You must be 18+ and a permanent UK resident (excl Channel Islands). T&Cs and other eligibility criteria apply. Ensure you can make repayments on time. Clearpay charges a £6 late fee for each late instalment and a further £6 if it’s still unpaid 7 days later. Late fees are capped at £6 for orders under £24 and the lower of £24 or 25% of the order value for orders over £24. Missed payments may affect your ability to use Clearpay in the future and they may pass unpaid debt to a debt collection agency. Clearpay is credit that is not regulated by the Financial Conduct Authority.
Please be aware that arrangements for Clearpay payments need to be made in advance of the appointment to ensure the first payment is processed smoothly. You will receive a QR code containing the total grooming cost to facilitate this process from the comfort of your home.
Any additional charges that may occur during the booking process will need to be settled upon collection. You will be informed of these charges, and you will have the opportunity to confirm or decline them.
6. Lateness:
Punctuality is paramount in upholding our grooming standards. While we strive to be accommodating towards late arrivals, it's important to understand that delays can affect the completion of the entire grooming session if the allocated time slot is exceeded. Moreover, dependant on the breed of dog and groom level, if you exceed a 30-minute delay, we reserve the right to cancel your appointment, with the grooming cost still applicable and chargeable to you.
We reserve the right to impose a 'sitters fee' of £5 for every 15 minutes overdue collection time, unless prior arrangements have been agreed with Raise the Woof.
7. Your Pet's Health and Welfare:
Please ensure that your dog is up-to-date with vaccinations and in good health before grooming. Puppies should wait two weeks after their second vaccination before booking a grooming appointment.
We are unable to groom dogs in season or pregnant bitches. If your bitch is in season during a pre-booked appointment, please provide 48 hours' notice to avoid cancellation charges.
We use natural-based shampoo/conditioners, but if your dog experiences an allergic reaction, please inform us immediately and seek veterinary advice. If your dog has skin allergies, please bring medicated shampoos for us to use.
8. Flea and Ticks:
During the health check, we will inspect for fleas/ticks. If found, we will notify you immediately. You can choose to collect your dog or proceed with grooming for an additional charge of £25, covering treatment and salon sanitation.
9. Neglected and Matted Coats:
Under the Animal Welfare Act 2006, it is an offence to cause unnecessary suffering to an animal: This includes prolonged 'de-matting' which is painful and detrimental to the welfare of the dog.
If you bring in your dog with more than 20 minutes of de-matting work, we are required by the Act to clip your dog short humanely or refer you to your vet to do the same.
At Raise The Woof , we will only attempt to de-matt 5% of a dog - which equates to about 50p sized mat behind each ear, same size in the armpits and perhaps one or two in the groin or tail area.
We will assess your dog's coat on the Health Check when you arrive and will inform you if your dog needs to be clipped Short or attempt to de-mat.
We charge an extra cost for severe matting due to extra time and other tools used and a deep conditioning treatment.
For advice of preventing Matts, please message or email us at Raisethewoofgroomers@outlook.com
10. Staff Safety:
We prioritise staff safety and may request behavior information about your dog. Aggressive dogs may be muzzled as a last resort. If you prefer your pet not to be muzzled, please inform us in advance.
In the event of unmanageable aggression, grooming may be aborted, incurring a charge of £25.
11. Social Media:
We enjoy sharing grooming successes on social media. If you prefer your dog's photos to remain private, please inform us; otherwise, we will assume it's okay to share.
Please note that a paper copy or email containing our terms and conditions is available upon request.
Kindly ask when you arrive for your appointment - Please don't hesitate to contact us with any questions or concerns.
We look forward to serving you and your furry companions at Raise the Woof Groomers!