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Terms and Conditions

By making an appointment at The Garden Groom Room you are agreeing to the following terms and conditions.

Appointments: When dropping your pet off please inform us if someone else will be collecting them. 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. 

Payment: New customers are required to pay a 50% deposit on booking. This is fully refundable if more than two working days notice is given of cancellation or rescheduling. The balance is payable on collection of your pet. All returning customers are required to pay on collection of their pet please.  We accept payment by cash, most cards and BACS.  

Cancellations: When booking an appointment you are reserving our time to work exclusively with your pet.  Please give us at least two working days notice if you need to cancel or reschedule your appointment.  If you give less than two working days notice the following charges will apply:  • 2 working day notice or more: No charge. • Between 2 and 1 working days notice: 30%. • Less than one working day's notice: 50% . 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.  PLEASE NOTE:  The period of a working day is time related.    For example, if your appointment is at 11 a.m. on Wednesday you must cancel or rearrange your appointment before 11 a.m. on Monday to avoid a fee.  If your appointment in at 11 a.m. on a Monday you must cancel your appointment before 11 a.m. on the preceding Thursday to avoid a cancellation fee.  Thank you.

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. 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 is inhumane or if your individual pet is in any way distressed by the process. Instead we will clip your pet’s coat off and work with you to help prevent severe matting occurring again. 

Medical Policy:   While we will alert you to anything unusual we cannot diagnose or treat conditions that must be seen by a vet. We can 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 held responsible for complications due to preexisting medical conditions that may become inflamed during 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.

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:  The health and condition of a pet’s coat and skin are the responsibility of the owner.  We are happy to advise you on manageable styles for your pet's coat, your lifestyle and your budget.   The person bringing in the pet and speaking to us selects the type of groom that will be carried out after a full consultation. In the event of a complaint the person who brought the dog in must deal with the complaint. 

(The Garden Groom Room reserves the right to amend these terms and conditions of service without prior notice.)