General Terms & Conditions
Customer Declaration: Dogs will be accepted for grooming after the Owner (or other responsible person) has filled in and signed a Customer Declaration Form.
By signing the form you are deemed to have accepted those Terms and Conditions, however; if we groom your dog in the absence of a signed CDF, you are deemed to have accepted the Terms and Conditions set out here, which are subject to change at any time.
- Any pets not collected at the agreed collection time will incur an additional charge of £5 per 30 minutes they are in holding after the collection time stated on the grooming contract. Beech Tree Kennels provide day care, but it is the customer’s responsibility to book this in advance and payment is separate.
- Please ensure that your pet has been given the opportunity to empty their bladder/defaecate before they enter the grooming salon. This will ensure that they get the maximum enjoyment out of their groom.
- Please do not feed your pet within 30 minutes prior to their appointment.
- All customers are responsible for keeping their pet up to date with their vaccinations.
- We recommend puppies wait 2 weeks after their 2nd vaccination before booking a puppy groom.
- You must inform the groomer of any medical conditions and may be asked for a letter from your vet stating your pet is healthy to be groomed before the groom is carried out.
- Whilst every care is taken of the pets being groomed, any pet left within our care is left entirely at the owner’s risk.
- We will not groom any dog that has been microchipped within the last 24 hours.
- The grooming team have the right to refuse to groom any pet without reason.
- The grooming team have the right to refuse any customer without reason.
- The grooming team have the right to cancel a groom if it would affect the pet’s welfare to continue or there is a risk of injury to the grooming team.
- Gone Grooming will not be held responsible for any loss of personal items during the appointment.
- We will not groom any dog that is, or is crossed with, a Pit Bull Terrier, Dogo Argentino, Perro De Presa Canario, Dogo Canario, Japanese Tosa, Fila Brasileiro, Czechoslovakian Wolfdog, Saarloos Wolfhound/Wolfdog or any wolf hybrid. We will not groom any dog that must be registered under the Dangerous Dogs Act 1991, the Dangerous Dogs (Amendment) Act 1997 or any further amendments to this Act.
- Unfortunately anal gland expression and ear plucking are now deemed to be "veterinary procedures" by some vets and therefore under the Veterinary Surgeons Act we are now prevented from performing this service for you.
- Payment: Gone Grooming accepts Internet Transfer, Cash and most major credit cards.
Matted dogs
We will endeavour to groom your pet to your requirements, however if your pet’s coat is excessively matted, the matted coat will be clipped (shaved) out. Depending on the severity of the matted coat, which will be discussed during your pet’s consultation, there may be an additional charge in addition to the grooming price, with targeted de-matting (such as under the legs and behind the ears) at £5 or general de-matting over the body at £10 for up to a maximum of 15 minutes. After this 15 minute point, we will automatically undertake a clip off for the dog’s welfare as per our Matted Policy, therefore it may not be possible to achieve the style you desire. As a professional groomer, the primary concern is to relieve any distress or discomfort your pet may be experiencing as a result of their severely or excessively matted coat. Should your pet come in heavily matted, due to the time it takes and special care needed to remove this, there will be a £10-£20 additional charge to the grooming price to cover the cost of damage to our equipment caused by matts.
Cancelling your appointment:
When you make an appointment with Gone Grooming you are obliged to pay for it as we will turn other customers away under the assumption that you are coming. We are a busy salon and can generally fill your slot - given 2 working days notice. But you cannot cancel your 9am, Monday morning appointment on Sunday evening or simply not turn up without notice and expect no charge. We may ask for a booking guarantee charge which will be the cost of the standard groom on your first visit and this will be deducted from your appointment invoice. Booking guarantee charges are non-refundable, we appreciate you may need to change your dog’s appointment date/time, but we will need 48 hours notice, circumstances will be considered. If you do not arrive for your appointment or cancel with less than 48 hours we will retain your deposit. If your booking guarantee charge is not paid, then the appointment will be cancelled.
Late Collection
I will advise you of a collection time before you leave the salon. Unless agreed, any dogs not collected within 10 minutes of an agreed collection time will be charged a late collection fee of £10 or if I have to reschedule the next groom then it will be a pro-rata cost of the next groom as this impacts other clients.
Two Colleague Groom
There can be a number of reasons why it may be necessary for your dog to require two people to carry out a groom. If the behaviour of the dog warrants two people to carry out the groom, this will be charged per 30 minutes of time taken at £10. If it is to ensure the welfare of the dog (e.g. an older dog) and the groom requires two people, as with the above, this will be charged per 30 minutes of time taken at £10.
Extra Care
- Pets which are pregnant or in season will not be accepted for a groom.
- If your pet is found to have fleas, we will charge a fee of £12 in addition to the cost of the groom, where your pet will be bathed in a flea shampoo and the salon disinfected.
- If your pet is found to have a tick, we will charge a fee of £3 to remove in addition to the cost of the groom. However we advise if your pet has a tick to talk to your vet, as they are known carriers of disease and may require further treatment.
- Any dogs that are aggressive towards a member of the grooming team or another pet may need to be muzzled. It is the owner’s responsibility to inform the groomer if they do not wish their pet to be muzzled. Refusal may result in the groom not taking place.
- We strongly advise you insure your pet. Whilst we take every reasonable precaution to prevent it, we will not accept any responsibility for any loss, injury, death or illness suffered by your pet whilst in our care, except to the extent that we are unable to limit or extend our liability.
- If your pet appears unwell at the time of the appointment, they will not be accepted for grooming due to the risk of cross infection to other pets.
Nails
Once your dog is registered with us on a full grooming schedule it will be eligible for free interim nail appointments. Sorry, but this offer does not extend to other dogs in your family!
Finally..
If you are unsure which tools and / or products to use to groom your dog with between appointments please ask, we're happy to help and advise you.
