The wellbeing and safety of your dog/cat is the upmost importance to us.

 

Please carefully read the grooming contract before booking your dog/cat in with us to ensure that you are happy for us to groom your dog.

 

By having your dog/cat groomed with us, you are accepting our terms and conditions within this contract.

 

 

1. ROCK DOGS GROOMING CONTRACT

 

You agree your dog/cat is fit and healthy.  Grooming of sick and elderly dogs/cats is entirely at the owners risk.   Grooming may expose underlying skin and health problems that we cannot be held liable for.

 

Your dog/cat is vaccinated and up to date with vaccinations.  An unvaccinated dog/cat puts itself and others at risk.

 

It must be clearly understood and agreed that whilst every care and attention is given to your dog/cat, they are accepted at owners risk entirely.  Rock Dog is not liable in connection with any injury or health conditions to the dog/cat whilst on the premises.  Rock Dog is not liable for any future injuries or health conditions to the dog/cat whilst off the premises.

 

Our first concern will always be the welfare of the dog/cat.  In the event of injury or illness a vet may be called.  All costs in connection with instructing a vet including their associated charges shall be at the owners expense.  We strongly recommend that you have dog/cat insurance for your dog/cat.

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We reserve the right to refuse a dog/cat that presents risk of injury to itself or staff.  Under no circumstances do we accept sedated dogs/cats.

 

 

2. PAYMENT POLICY

 

All customers are required to pay a £20 booking fee per dog or per cat to secure their appointment when booking. 

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Appointments are provisionally held for 24hrs awaiting booking fee payment.

 

The booking fee secures against any missed or cancelled appointments and are non refundable. You can change your dogs/cats appointment date/time but we will need over 72hrs notice and must be rescheduled within a reasonable grooming interval time frame.  

 

Payment will be made on collection of the dog/cat.

 

We only accept card payments and cash payments.  Unfortunately, we are not able to accept bank transfers.

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Booking fees for grooming services must be paid with debit or credit card only.  Clearpay, Klarna and LayBuy must not be used to pay for grooming services, these methods of payment are for retail products only.  If one of these buy not pay later merchants are used, your booking fee will be refunded back to you minus the transaction fee.

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Prices quoted are only estimates based on an average of the breed or type.

 

Owners must remember that some dogs/cats, for example nervous/timid dogs/cats, will require extra work.  These may incur extra charges due to the extra time and handling skills required.  This will be charged on a half hourly basis of a minimum of £15 per half hour.  The groomer on initial consultation cannot always predict this extra work.
 

Charges will be incurred for matted coats, those that are poorly maintained, or dogs/cats with fleas.

 

 

3. APPOINTMENT TIME

 

There is a 30 minute window gap before and after your scheduled appointment time.  This is due to unforeseeable traffic and appointments before you finishing early or late.  

 

For example, you have booked a 1pm appointment, this means that we can arrive to you anytime from 12.30pm to 1.30pm.

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We will arrive to you within this 1hr window gap, please ensure that you are at home ready for your appointment 30 minutes before and after your scheduled appointment time.​

 

 

4. FLEA POLICY

 

Please check your dog/cat for fleas before their scheduled grooming appointment.  If we find fleas on your dog/cat, you will incur a charge of £50 on top of your grooming fee as our mobile grooming salon and grooming equipment will need to be extensively cleaned and flea bombed to avoid cross contamination, therefore other clients grooming appointments for the rest of the day will need to be cancelled.

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If your dog/cat is not already treated for fleas, ensure that you treat your dog/cat with a suitable flea treatment 48 hours before your appointment, allowing it time to absorb into the skin before bathing.

 

 

5. PARKING POLICY

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As we are a mobile grooming van service, parking will be required.

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Our mobile grooming van requires a standard main electrical plug socket for our extension lead to hook up to your property, therefore we will require parking directly outside your property.  

 

Customers are responsible for parking and therefore, will need to ensure they save a parking spot, pay the parking fee or supply an appropriate visitors parking permit.

 

We will require a parking space that is the appropriate size for a mobile grooming van (approx 1 & half small to medium car length).

 

It is the customers responsibility to ensure that the parking is legal.  Parking fines are the customers responsibility when no parking permit has been provided.

 

In case of no parking space saved, 100% of the grooming fee will be automatically charged to your account as a cancellation fee.

 

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6. PLUG IN POLICY

 

Our extension hook up cable must be plugged into a main power socket.  By no means is it to be plugged into another extension cable as this will cause damage to fuses, equipment and is a potential fire hazard. The customer will be responsible for any damage caused to their property or our property/equipment if not plugged in correctly.

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7. MATTING POLICY

 

Following The Animal Welfare Act guidelines, matted coats cannot be brushed out and will need to be clipped (shaved) shorter than preferred and will dramatically change their appearance.   

  

The hair will be very short and close to the skin which may expose pre-existing skin complaints.  Matted coats highly increase the chance of irritated skin and skin tears that you accept we are not liable for.

 

Clipping (shaving) off the matts is the only pain free solution for matted coats.  Hair will grow back, whereas leaving matts untreated will lead to more serious health issues.

 

There will be an additional matting charge on top of our standard grooming charge as removing matts damages and blunts equipment which will need to be sent off for repair.

 

We groom humanely, therefore heavily matted coats will be clipped (shaved) shorter for the welfare of the dog/cat and is in accordance with The Animal Welfare Act.

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ADDITIONAL MATTING CHARGES:

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From £10 de-matting per small area.

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From £35 full body shave off.

 

Any matts found that will require a full body shave off will be discussed with you and we will require you to sign a matting policy form. 

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8. HONESTY POLICY

 

We operate an honesty policy.  This simply means that we ask you to be honest with us about your dogs/cats behaviour at previous grooming establishments.  By telling us, we are better prepared in dealing with your dog/cat. In return we will always be honest about your dogs/cats behaviour whilst in our care.

 

 

9. CANCELLATION POLICY

 

If you are unable to attend your appointment, please inform us at least 72 hours before your appointment time so that we have the chance to offer it to someone else.  

 

If you inform us under 72 hours, you will incur a late cancellation fee payable immediately that will be automatically charged to your account.

 

Late cancellation fees are:

50% of the grooming fee if cancelled within 72hrs of your appointment.

100% of the grooming fee if cancelled less than 24hrs of your appointment.

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If an appointment has been previously cancelled, a booking fee will be required for next appointment.  The appointment will be provisionally held til the end of the day awaiting the booking fee. Appointments will only be confirmed once the booking fee has been received.

 

 

10. LATE/NO SHOW APPOINTMENTS

 

Please ensure that you are home for your appointment 30 minutes before and 30 minutes after your booked appointment time as this might affect other clients appointment times.

 

Your appointment time is for you and your dog/cat and if you are not home ready for your dog/cat to be groomed at the time you booked then your appointment may have to be rescheduled and you will incur a cancellation fee.  This will be 100% of the grooming fee and will be automatically charged to your account.  

 

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11. PREGNANT DOGS

 

Rock Dog will not groom pregnant dogs under any circumstances due to high risk of miscarriage if dog becomes stressed.  Grooming must be booked and completed prior to mating.

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If on arrival, we find that your dog is pregnant, your grooming appointment will be cancelled and 100% of the grooming fee will be automatically charged to your account as a cancellation fee.

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Dogs who have had puppies cannot be groomed until puppies are weaned fully.

 

 

12. AGGRESSIVE DOGS AND POORLY SOCIALISED DOGS

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Rock Dog reserves the right to refuse to groom any dog if we believe it may cause injury to itself or any members of staff while in our care. If a dog exhibits behaviour that we deem as dangerous to staff and/or other dogs the session will be stopped immediately and 100% of the grooming fee will be automatically charged to your account as a cancellation fee.

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By booking, you agree to inform Rock Dog of any previous history of biting or aggression. Your attention is drawn to the dangerous dogs act which holds dog owners liable for any injuries caused by your dog.

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13. COVID POLICY

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Rock Dog are not able to groom dogs from a household that is showing symptoms of covid. 

 

It is your responsibility to inform us and cancel your appointment as soon as you are showing signs of covid.

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Cancellations fees will apply when cancelled within 72hrs as per our cancellation policy.

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If we attend an appointment whereby a household is showing symptoms of covid, your appointment will be cancelled immediately and 100% of the grooming fee will be automatically charged to your account as a cancellation fee.

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14. CANCELLATION FEES

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If late cancellations occur and the cancellation fees stated within our terms and conditions (grooming contract) are not paid, we reserve the right to recover the amount via small claims court at your cost.

 

 

15. YOUR DETAILS

Rock Dog Ltd stores your personal data securely and will never share it with any third parties. 

 

As a small business, we love to show our customers the work we do therefore we may take photographs of your dog/cat before, during and after the groom has finished.  These photographs may be used for our website and social media for marketing purposes only.

 

If you would prefer us not to share images of your dog/cat please let us know at the time of booking.