The Hair of the Hound – Terms and Conditions
Terms and Conditions
1. Appointments
The Hair of the Hound operates by appointment only. All grooming sessions must be scheduled in advance.
2. Payment
The Groomer’s prices serve as a guide for selecting an appointment type. The Owner agrees to make full payment for their chosen grooming options in advance, and payment will be made by card only.
3. Additional Requirements
Any additional requirements for grooming, including but not limited to alterations in the dog’s size, treatments for matting, or any “extras” requested on the day of the grooming session, will be at the sole discretion of the groomer. These additional charges are payable on arrival at the studio, before the session starts.
4. Cancellations & Refunds
The Owner must contact The Hair of the Hound to cancel an appointment. Refunds will be issued according to the following schedule:
Less than 48 hours’ notice = 0% refund
48 hours – 7 days = 50% refund
7 days – 21 days = 80% refund
21+ days = 90% refund
Refunds are provided to ensure fairness and comply with legal requirements while sustaining small businesses. Rescheduling (with sufficient notice) is free of charge. Refunds are calculated based on the notice provided and the Groomer’s incurred costs (e.g., payment processing fees, administrative costs, lost business, business operation costs).
5. Groomer’s Cancellation
If the Groomer must cancel an appointment due to reasons beyond the control of the Owner, an alternative date will be offered, or a full refund will be issued. The Groomer reserves the right to cancel appointments in exceptional circumstances.
6. Infection or Infestation
If a dog has an infection (e.g., Kennel Cough) or infestation (e.g., fleas), the Groomer will cancel the appointment. No refund will be offered, and the Owner will be required to schedule a new appointment.
7. Intake Form
The Owner must complete the intake form with full contact details so that The Hair of the Hound can send appointment reminders via email or text.
8. Punctuality
The Owner agrees to arrive on time for their appointment. Late arrivals may incur a late fee. Arriving more than 15 minutes after the scheduled appointment time may result in the cancellation of the appointment with a charge taken.
9. Exercise & Toileting
The Owner agrees to ensure that their dog has exercised and toileted before arriving for the grooming appointment.
10. Aggressive Behaviour
The Groomer reserves the right to refuse to groom any dog that displays aggressive behavior. In accordance with the Dangerous Dogs Act, the Owner is liable for any bites or injuries caused by their dog. Muzzles may be used for dogs that bite, and the grooming session may be terminated without refund.
11. Contagious Illness
The Groomer reserves the right to refuse to groom any dog suspected to have a contagious illness (e.g., kennel cough, canine parvovirus, infectious conjunctivitis, etc.).
12. Matted Coats
Severely matted coats pose a health and welfare risk to dogs, as outlined in the Animal Welfare Act (2006). The Groomer will only attempt to dematt a dog’s coat for a maximum of 15 minutes. If the coat is still matted after this time, the Groomer reserves the right to clip the coat or refuse grooming altogether. The Owner acknowledges that no refund will be provided if the appointment is canceled due to welfare considerations.
13. Complete Clip Off
If a complete clip off is necessary, the Groomer will attempt to notify the Owner. However, if the Owner cannot be contacted, the Groomer will proceed with clipping the coat.
14. Charges for Matting
Severely matted dogs may incur additional charges for dematting and/or clipping off the coat. These charges will cover the extra time, skill, and wear and tear on equipment. The Owner accepts full responsibility for any injuries resulting from the removal of a matted coat.
15. High-Risk Conditions
If the dog has a matted coat or any other condition deemed too high a risk, the Groomer reserves the right to discontinue the groom, whether or not the session has started.
16. Disclosure of Allergies/Conditions
The Owner agrees to disclose any allergies, skin conditions, or health conditions prior to the grooming session. The Groomer will not be held responsible for any irritation, abrasions, or hair loss resulting from undivulged conditions.
17. Medical Disclosure
The Owner agrees to disclose any physical or medical conditions (e.g., elbow or hip dysplasia, epilepsy, etc.). The Groomer will not be held responsible for any injury incurred during the grooming process due to undisclosed medical conditions.
18. Stress-Free Grooming
The Groomer will not subject any dog to unacceptable levels of stress during grooming. The Groomer reserves the right to stop the grooming session if the dog is experiencing excessive stress.
19. Incomplete Grooming
If the Groomer is unable to complete the grooming session, no price reduction will be implemented.
20. Flea Infestation Charges
Any costs associated with the removal of fleas or other infestations will be charged to the Owner.
21. Urgent Medical Attention
If the dog requires urgent medical attention during grooming, The Hair of the Hound reserves the right to seek veterinary care at Hope Vets, Bovingdon. Any fees incurred will be the responsibility of the Owner.
22. Injury Claims
If the Owner believes that their dog has been injured during grooming, the Owner agrees to seek veterinary advice within 24 hours. The Owner must provide a written veterinary report that identifies the cause of the injury as being specific to the grooming process for the Groomer to accept liability. The Groomer maintains public liability insurance.
23. Collection Time
The Owner agrees to pick up their dog at the agreed-upon time. If the Owner is late without prior notice, a holding fee will apply:
£15 for every 15 minutes after the agreed time.
24. Latest Collection Time
All dogs must be collected by 4:30 pm at the latest. Failure to collect by this time will incur additional charges as outlined in Section 23.
25. Photography Consent
The Owner grants permission for their dog to be photographed during the grooming process. The Groomer may use these photos on the website, social media platforms, and other promotional materials.
Matting Policy – The Hair of the Hound
At The Hair of the Hound, we are committed to providing the best care and grooming experience for your dog. Matting can be painful and detrimental to your dog’s health, and it’s important that we maintain a safe and comfortable environment for all pets in our care.
1. What is Matting?
Matting occurs when a dog’s fur becomes tangled and knotted. These mats can be small or large, and they can develop from a lack of regular grooming, environmental factors, or poor coat care. Severe matting can cause discomfort, irritation, and even skin damage to your dog.
2. Risks of Matting
Matted coats can lead to a variety of issues for your dog, including:
Skin infections: Moisture and bacteria can become trapped in mats, causing rashes, sores, and infections.
Restricted movement: Matting can restrict your dog’s natural movements, leading to discomfort.
Pain and discomfort: Tight mats can pull on the skin, causing pain and potential injury.
Hygiene issues: Mats can trap dirt, debris, and fecal matter, making it difficult for your dog to stay clean.
3. Grooming Procedures for Matted Coats
Mild Matting: If we find minor matting, we will attempt to carefully comb or brush out the mats. We will do our best to minimize discomfort for your dog and to preserve as much coat as possible.
Severe Matting: In cases of severe matting, we may recommend a full clip-off of your dog’s coat. While we will always strive to discuss this option with you before proceeding, please note that if we cannot reach you prior to starting, we will proceed with the clip-off to ensure your dog’s comfort and safety.
4. Time Limits on Dematting
We are committed to your dog’s well-being and will only attempt to de-matt a coat for a maximum of 20 minutes. If after 20 minutes the mats remain, we will cease the dematting attempt and will likely recommend a clip-off.
5. Additional Charges for Matting
Severe matting requires additional time, expertise, and wear on grooming equipment. As a result, additional charges may apply, which will vary based on the severity of the mats. These charges will be discussed with you prior to the grooming session if your dog’s coat is found to be severely matted.
6. Responsibility for Matting
It is the responsibility of the dog owner to maintain a dog’s coat with regular grooming at home. We recommend brushing your dog at least once a week to avoid matting. If mats are discovered during your grooming appointment, it may result in additional costs or a different grooming approach, such as a clip-off.
7. Health and Welfare Considerations
In accordance with the Animal Welfare Act (2006), we will not proceed with dematting or grooming if we believe it could cause harm or significant discomfort to your dog. If we determine that a matted coat presents a health risk or is causing distress, we reserve the right to refuse the groom entirely. No refund will be provided in these cases as the decision is based on welfare concerns.
8. Matting Disclosure
It is the responsibility of the owner to inform us of any known matting issues or concerns before the appointment. If there are any specific conditions or limitations related to your dog’s coat, please communicate this with us in advance.
9. Post-Grooming Care for Matting
After your dog’s grooming session, we may offer advice on how to prevent matting in the future, including the best brushes for your dog’s coat type and the frequency of grooming required. We also encourage scheduling regular grooming appointments to avoid the risk of matting and ensure your dog’s coat stays healthy and beautiful.
