GROOMING

TERMS & POLICIES

1. General

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Service Agreement : By booking an appointment with Softpaw Dog Grooming, you acknowledge that you have read, understood, and agree to the following Terms & Policies.

 

Our policies are designed to provide a safe, calm, and positive grooming experience while ensuring the health, comfort, and wellbeing of every dog.

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Right to Refuse Service : Softpaw Dog Grooming reserves the right to refuse, pause, or discontinue grooming services if a dog poses a risk to itself, the groomer, or others due to aggression, excessive stress, illness, or any other safety concern.

 

2. Bookings, Cancellations & Appointment Changes.

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Bookings : All grooming appointments are by booking only.

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Cancellations & No-Shows : Appointments are reserved exclusively for your dog and are often unable to be filled at short notice.

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• More than 24 hours’ notice - No charge.

• Less than 24 hours’ notice - A cancellation fee of 50% of the scheduled grooming fee applies.

• Failure to attend without notice (No Show) - The full grooming fee (100%) applies.

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Outstanding balances must be paid before future appointments can be booked.

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Late Arrivals : If you are running late, please let us know as soon as possible. Arrivals more than 15 minutes late may result in the appointment being shortened, adjusted, rescheduled, or cancelled if there is insufficient time to safely complete the groom.
 

Additional charges may apply where extra time is required.

 

3. Health & Welfare

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Vaccinations : All puppies must be fully vaccinated before their first grooming appointment. If your adult dog is not currently vaccinated, please discuss this with us before booking so we can determine whether we are able to safely provide our services.

 

Health Requirements : Please advise us before your appointment of any medical conditions, injuries, allergies, medications, sensitivities, behavioural concerns, or previous grooming experiences that may affect your dog’s groom.

 

If your dog is unwell or showing signs of a contagious illness, please reschedule your appointment.

 

If your dog appears unwell on arrival or becomes unwell during grooming, Softpaw Dog Grooming reserves the right to stop the groom and request immediate collection.

 

Grooming charges may still apply.

 

Senior Dogs : Senior dogs receive extra care, patience, and consideration throughout their grooming appointment to help keep them as comfortable as possible. While every precaution is taken, grooming can be physically demanding for elderly pets. Softpaw Dog Grooming cannot accept responsibility for age-related health events or complications that may occur during or after grooming.

 

Fleas : If fleas are discovered during grooming, additional treatment and cleaning may be required, and additional charges may apply

 

4. Grooming Services

 

Pricing : Every dog is unique, and grooming prices are based on:

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• Breed

• Size

• Coat Condition 

• Temperament 

• Grooming Frequency

• Time Required

• Service Requested

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As every dog is individually assessed upon arrival, any estimate provided before the appointment is indicative only.

 

Additional charges may apply where extra time, specialised handling, de-matting, or additional services are required.

 

Coat Condition & Matting : Your dog’s comfort, health, and welfare always come first. Matted coats can cause significant discomfort and may hide underlying skin conditions. Where a coat is severely matted, clipping close to the skin is often the safest and most humane option.

 

By booking your appointment, you authorise Softpaw Dog Grooming to remove matting in the manner considered safest for your dog. While every effort will be made to retain as much coat as possible, your dog’s welfare will always take priority over achieving a particular style or coat length.

 

Removing a heavily matted coat may reveal pre-existing skin irritation, sores, bruising, parasites, or other underlying conditions, and your dog may experience temporary redness or sensitivity afterwards.

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Additional charges apply for severe matting and shave-downs due to the extra time and care required.

 

Behaviour & Safety : Every effort is made to provide a calm, gentle, and positive grooming experience. Dogs that struggle, move suddenly, or display fearful, aggressive, or unpredictable behaviour increase the risk of accidental injury despite every precaution being taken.

 

An additional handling fee may apply for dogs requiring significant extra time or specialised handling.

 

If grooming cannot be completed safely, Softpaw Dog Grooming reserves the right to pause, discontinue, or refuse the service.

 

If grooming is stopped before completion, owners will be contacted for immediate collection and charges for work completed will still apply.

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5. Collection & Payment

 

Collection : Your dog is allocated a specific grooming timeframe, and an estimated collection time will be provided.

As Softpaw Dog Grooming does not provide dog minding or daycare services, prompt collection, is required. If you require a later collection, please contact us in advance. This may not always be possible, and a late collection fee may apply.

 

Payment : Payment is by bank transfer and is due in advance your appointment.

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Any additional charges incurred during grooming, including de-matting, behavioural handling, flea treatment, or additional services, are payable on the day of the appointment.

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Business days are Monday to Friday, excluding public holidays.

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Outstanding accounts may incur late payment fees, and future appointments may be declined until all outstanding balances have been paid.

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6. Accidents, Emergencies & Liability

Although every reasonable care is taken, grooming equipment is sharp and dogs can move suddenly or unexpectedly. Minor nicks, clipper irritation, or accidental injuries can occasionally occur despite the highest standard of care.

 

Removing severe matting may reveal pre-existing skin conditions or coat damage that was hidden beneath the coat. Softpaw Dog Grooming cannot be held responsible for these pre-existing conditions or for the appearance of the coat following a necessary shave-down.

 

Should an injury or medical emergency occur during grooming, every reasonable effort will be made to contact you immediately. If veterinary treatment is considered necessary and you cannot be contacted promptly, you authorise Softpaw Dog Grooming to seek veterinary treatment on your behalf.

 

All veterinary costs remain the responsibility of the owner. Softpaw Dog Grooming cannot be held liable for pre-existing medical conditions, allergic reactions, age-related health events, stress-related illnesses, or injuries resulting from your dog’s behaviour or sudden movement during grooming.

 

7. Photography

Photos may be taken before, during, or after your dog’s grooming appointment and may be used on our website, social media, or other promotional material. No personal client information will ever be shared. If you would prefer your dog’s photos not be used, please let us know before your appointment.

 

8. Privacy

Softpaw Dog Grooming respects your privacy. Any personal information collected during the booking process will be kept confidential and used solely for providing grooming services, communicating with you regarding your appointments, and meeting legal obligations where required. Your personal information will not be shared with third parties unless required by law.

 

9. Changes to These Terms

Softpaw Dog Grooming reserves the right to amend these Terms & Conditions at any time. The most current version will apply to all future bookings. By continuing to use our services, you agree to any updated Terms & Conditions. Nothing in these Terms & Conditions limits or excludes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

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10. Contact Us

If you have any questions about these Terms & Policies, please don’t hesitate to contact Softpaw Dog Grooming before your appointment.