Terms and Conditions
Customer Declaration:
Booking your pets appointment is an agreement to these terms and conditions.
Your pet is very important to me at The Prim Pad and I would like to assure you that every effort will be made to make your pets grooming experience as safe and pleasant as possible. Safety comes first for everyone, people as well as pets, during the grooming process. I practice positive reinforcement techniques, offering treats, praise and gentle movements to build trust and make the grooming process a delightful one for your pets. All pets are recommended to be up to date with vaccinations; those that are not vaccinated may be at risk of contracting potential viruses/diseases and although every effort is taken to maintain good hygiene The Prim Pad will not accept responsibility if this occurs. I always do everything I possibly can to make sure your pets time in the salon is as pleasant as possible. On occasion grooming can expose a previously hidden medical issues or aggravate a current one, this can happen during or after grooming. The Prim Pad will not be responsible for any conditions or problems discovered during grooming. There is always a possibility that an accident could occur during grooming, including but not limited to cuts, scratches, grazes, nicks and quicking of nails. The Prim Pad will provide utmost care and caution, however due to sharp equipment and the varied behaviour of animals, incidents may occur, and I may decide to alter/halt grooming if deemed unsafe. The Prim Pad will not be held responsible for accidental death of a pet as a result of a pre-existing condition.
GDPR:
Under the Data Protection Act (GDPR) The Prim Pad reserves the right to hold your personal and pets information, until instructed by yourself, written in a text or email. If you have not returned to us within 12 months The Prim Pad will destroy your information and data in the relevant secure manner. All information and data held by The Prim Pad, will NOT be sold onwards or to a third party and is kept in a secure locked cabinet or stored on a passworded computer. I will not contact you regarding anything other than relating to your pets grooming.
Payment:
The Prim Pad accepts contactless card payment and bank transfers upon collection of your pet, all fees must be settled at the end of the session. All prices provided are an estimate and final costs will be calculated on the day, additional charges may be incurred if pets require extra time to complete the groom, are matted or have fleas/ticks.
Drop off and pick up:
Please arrive to your appointment no earlier than 5 minutes prior to your scheduled time and no later than 5 minutes after your notified pickup time. The Prim Pad does not provide daycare or boarding services. As I provide one-on-one grooming, it is very important that my appointments do not overlap. As such, if you are more than 20 minutes late for an appointment, I may be unable to groom your pet that day and a fee will apply. In this event, the option of a bath and brush may be offered in place of a full groom. Picking up on time is mandatory, you are expected to pick up your dog within 20 minutes of receiving a text that your dog is ready, unless arrangements have been made with me ahead of your appointment time. Failure to do so will result in a late pick up fee of £10 per every 10 minutes. If you are unable to pick up your dog yourself, please let me know who will be picking up instead, along with their contact information. I will not release any dogs into the custody of individuals who were not approved ahead of time. If for any reason you are unable to pick up on time please communicate with me so we can come to a solution that is best for your pet.
Interruptions during grooming:
For the safety of the pet being groomed as well as myself, it is asked that you do not interrupt during grooming. If you arrive and you’ve not been messaged to say your dog is ready for collection, please do not knock on the door until you’ve been messaged/called. Owners are not permitted to stay during grooming sessions.
Cancellations and no shows:
As appointments are booked in timed slots, cancellations can leave an empty slot in the schedule, that could have otherwise been used by another customer. If the booking is cancelled within 48 hours of the appointment, 50% of the groom will be due. If cancelled within a 24 hour notice period of the appointment, you will be changed in full. Should you not show to your appointment you will be liable for the full cost of the groom. Payments must be made before a new appointment is booked and any pre-booked appointments will be cancelled if payment isn’t received.
Alterations:
Please check your pets groom at pick up and let me know of any changes you would like. All grooms should be checked at collection to allow me to rectify issues and make notes for future grooms. If you are dissatisfied or require alterations to your pets groom, please inform us within 48 hours, any changes after this time frame may require a rewash and will be chargeable.
Normal Condition:
It is expected that you will bring your pet into the salon in ‘normal condition’. That is; that you groom your pet at home (right down to the skin) regularly between appointments and that you will present your pet in an un-matted state. Any condition other than ‘normal’ will most probably take longer to deal with and will therefore incur additional charges. My prices are based on pets coming in on an 8 week interval or less, anything over 8 weeks may be charged added fees, based on the additional work required, such as extended washing time, drying time and de-matting if required.
Matted pets:
Should your pet come to me with mats, I will do what is in the best interest of the pet and shave them out. Pets with severely matted coats require extra attention. Mats in a pet’s coat grow tight and can ultimately damage and tear the pet's skin, which provides a breeding ground for parasite infestations. Mats can be very difficult to remove, and may require the pet to need a shave down. Removing a heavily matted coat can cause nicks, cuts or abrasions due to skin growths trapped in the mats. Heavy matting can also trap moisture and urine near the pet's skin allowing mold, fungus or bacteria to grow, producing skin irritations that existed prior to the grooming process. After-effects of mat removal procedures can include itchiness, skin redness, bruising, self-inflicted irritations or abrasions, and failure of the hair to re-grow. In some cases, pets may also exhibit brief behavioral changes. I photograph and/or video every case of neglect brought into the salon for grooming. Prevention is the best defense, by scheduling regular grooming appointments every 6-8 weeks. If your pet needs to be shaved to remove matting, you will be asked to sign my matted pet form, to acknowledge that you agree to this procedure and any risk. There will be an additional charge for this process as it is time consuming and causes extra wear on grooming equipment.
The owner agrees that The Prim Pad will not be held liable for any after grooming effects of matted clipping procedures or problems uncovered by clipping off a badly matted, neglected coat. No pet will be subjected to stress or discomfort and all pets will be groomed in accordance with The Animal Welfare Act 2006.
Dangerous pets:
The owner (or other responsible person) agrees to inform The Prim Pad prior to booking and grooming if the dog has bitten or has aggressive tendencies.
The Prim Pad reserves the right to muzzle your pet if necessary or refuse to groom your pet if it represents a danger to myself in the salon. Unless this has been discussed and agreed beforehand, I reserve the right to turn your pet away without grooming them, however the full starting price for your groom will still be charged.
Health or medical problems:
Occasionally, grooming can expose hidden medical problems or aggravate a current one. This can occur during or after grooming. All medical expenses for any veterinary care will be covered by the pets owner, upon agreeing to all terms and conditions.
Fleas:
Should The Prim Pad discover fleas during any stage of the dogs groom there will be a fee of £20, as I will use a specialised flea shampoo on your pet (after a telephone call to confirm this with you) followed by a full deep clean and use of a flea bomb in my salon, to prevent the fleas that your pet has bought in, from being passed to following clients.
Ticks:
If your pet is found to have a tick or ticks you will be informed via telephone. If you wish for me to remove the parasite there will be an additional £10 per tick or ticks to be removed.
Accidents:
By agreeing to my terms and conditions, you acknowledge that although accidents are rare, there are inherent risks when handling, working with, and grooming pets. Grooming equipment used may be sharp and despite my utmost caution and care, issues such as cuts, nicks, scratches, or quickening of nails could potentially occur, particularly if the pet is moving or wiggling. Rest assured, your pets safety and comfort are my top priorities.
In the unlikely event of an accident deemed serious by The Prim Pad, you will be promptly notified. For such serious incidents, The Prim Pad will immediately seek veterinary care for your animal. By agreeing to these terms and conditions, you grant The Prim Pad full authorisation to seek necessary medical treatment from the nearest veterinary facility in the event of any medical emergencies while your pet is in my care. Please understand that by agreeing to my terms and conditions, you acknowledge and accept the inherent risk involved in grooming services, despite my best efforts to minimise such risks. I will inform you upon collection of any incidents occurred, and while I strive to provide the best service possible, I cannot be held liable for minor incidents.
Anal Glands:
I am trained in external expression of anal glands on dogs only, however this service should only be done if you vet has stated your pet requires a regular expression and must be requested at drop off at each appointment, for an additional £10. It is not a routine service that can be added onto every groom.
Pregnant pets:
It is my policy that I do not groom pregnant pets. The added stress from grooming, even for a pet that is familiar to the process, can cause complications to the pregnancy. If you plan on breeding your pet, please have her groomed before to ensure her comfort and safety during the pregnancy.
Teeth Cleaning:
I use a Emmi-Pet Ultrasonic Toothbrush, it is an additional service that can be added to grooms or as a stand-alone service. This is not a scale and polish that would be provided by the vets, it is a slow and gentle service that over time reduces plaque and whitens teeth. I am not able to provide this service if the plaque if affecting the gums and/or any teeth are wobbling. Each pet will be assessed individually and can be refused teeth cleaning at any point. The Prim Pad will not be held responsible for any problems occurring from poor dentition before, during or after any ultrasonic sessions. Emmi-Pet sessions are not a veterinary procedure and The Prim Pad cannot diagnose any problems with your pets oral hygiene.
Photographs:
This form authorises The Prim Pad to take photos and videos of your pet before, during or after it’s groom, on the premises of The Prim Pad. Photographs and videos may be used on The Prim Pad website and/or social media sites. Please inform us if you wish your pet not to be photographed.
Finally:
If you are unsure which tools and/or products to use to groom your pets with between appointments please ask, I am happy to help and advise you. Your satisfaction is important to me and I will do my best to meet your expectations, to avoid any miscommunications, I will abide by the simple rule of whoever drops off the dog decides the haircut. If you are particular about your pets look, please drop them off yourself. Your feedback is valuable to me!
All clients are requested to complete a client record form before their pets first appointment. I ask that you inform of any known medical problems and allergies, to enable me to groom your pet safely and please let me know of any changes to you or your pets information on future visits to The Prim Pad.
Contact Information:
If you have any questions or concerns about these terms and conditions, please contact me at hayley@theprimpad.co.uk or 07507704107.
Thank you.