Appointments: When dropping your pet off you must inform us if someone else will be collecting them (even if it is your spouse / partner / joint owner). We will only release pets to the person who dropped them off unless we have been informed at drop off that someone else will be collecting them.
Free Consultations: We can only offer one free consultation per pet. If you fail to give at least 48 hours notice of cancellation (or just fail to attend) we will be happy to offer you another consultation but only upon receipt of a £10 deposit payable by BACS to confirm the appointment. This deposit is fully refundable against any services you book after the consultation or if you cancel giving at least 48 hours notice.
Payment: Payments are due on the day of service please. For your first appointment with us we require payment in cash. For ongoing services that cost less than £20 we also require payment in cash please. For future services where the cost exceeds £20 we accept cash or BACS or PayM.
Cancellations: When booking an appointment you are reserving our time to work exclusively with your pet. Please give us at least 48 hours' notice if you cannot keep your appointment. If you give less than 48 hours' notice the following cancellation charges will apply:
• 48 hours notice or more: No charge
• Between 48 and 24 hours notice: 50%
• Less than 24 hours' notice: 80%
Failure to attend with no notice for a teeth cleaning appointment which is part of a pre-paid course of treatment will result in the loss of that session.
After the second occasion of giving less than 48 hours' notice you will be required to pre-pay for all further appointments.
Arriving 20 minutes or more late for grooming appointments will, in most cases, require re-scheduling and the loss of any deposit paid and / or a cancellation fee.
Welfare Policy: At The Garden Groom Room your pet's welfare is our number one priority. We strive for ethical, force-free handling at all times and reserve the right to refuse service to any pet that cannot handle the grooming process without risk of harm to themselves or our groomer. Grooming services involving matted coat condition, challenging temperament and / or health conditions that impact on the length of time it takes to groom the pet will incur additional charges for the extra time, products and equipment involved in the grooming process. If any grooming procedure is too stressful for your pet to handle we will not continue. We will charge for services carried out to that point and discuss a way forward to help your pet.
In accordance with the Animal Welfare Act of 2006 we CAN NOT perform services that are considered inhumane. De-matting (brushing out of severe mats) will not be carried out at The Garden Groom Room if we judge the amount of de-matting needed to be inhumane or if your individual pet is in any way distressed by the process.
Medical Policy: We require all pets to have had their initial course of vaccinations as a puppy or kitten. There is some debate about the benefit of / harm caused by annual vaccinations, especially to small dogs; therefore we do not require adult pets to have had annual vaccinations. We believe the decision about the best way to protect your pet against disease is a matter for you and your vet to reach together. Our grooming services are not a substitute for veterinary care. We do not diagnose or treat conditions that must be seen by a vet. To that end we will not interfere with areas of the body requiring medical attention. We will not pluck or clean ears that look unhealthy and we will not accept pets for grooming that have open wounds.
We no longer carry out anal gland expressing because it is now considered to be a medical procedure and therefore it must be carried out by a vet.
The Garden Groom Room will not be responsible for complications due to pre-existing medical conditions that may be impacted upon by the grooming process including, but not limited to, ear/eye infections, skin conditions and clipper rash as a result of having to clip underneath severe matting. Arthritic, obese or elderly animals may tire easily and be sore after the grooming process. We reserve the right to halt grooming at any time if your pet becomes unable to further tolerate standing or handling in which case the full grooming fee will be due.
Any concerns about your pet's welfare following a groom MUST be brought to our attention within 24 hours. There are so many other things in a pet's lifestyle that can cause itching, scrapes, rashes and injuries that after 24 these things cannot be attributed with certainty to grooming.
Style Selection: We are happy to offer a full range of services for cats and dogs including clipping, scissoring, hand stripping and breed patterns. The health and condition of a pet's coat and skin are the responsibility of the owner. The level of commitment the owner shows to his / her pet is evident in the condition of the coat. If you want to keep your long haired pet in full coat, (or, in the case of dogs, have a hand scissored 'teddy bear' cut or show cut), you should plan on visiting us every six weeks and brushing and combing your pet all over a minimum of three times a week in between grooms. If you can't (or are unwilling) to brush your pet at home and have it groomed at least every six weeks you should consider a short style for your pet or you run the risk of having to have your pet shaved due to it having too many mats. We are happy to advise you on manageable styles for your pet's coat, your lifestyle and your budget. All services are selected at check-in for the appointment. The person bringing in the pet and speaking to our groomer selects the type of groom that will be carried out after a consultation. If you don't agree on your pet's style at home, the person who comes in decides. This is a very important policy. We don't want to get caught in he said/she said debates. For example, Mum requests just a brush and a bath when she rings up to book the appointment; Dad brings in the pet; the pet is very matted and needs to be clipped right off. We show Dad the mats, he understands and authorises us to clip the coat right off. Mum is unhappy and complains: Groomer and Dad are both in trouble!
The Garden Groom Room reserves the right to amend these terms and conditions of service without prior notice.