Lady & the Mutts

Please ensure all details provided when filling out client cards and booking appointments are honest and up to date. Healthy business relationships are based on trust, and the information you provide ensures the most appropriately tailored groom for your four (or three) legged friend. Booking Appointments & Timekeeping - Lady & the Mutts is a one-to-one dog grooming salon. Because we provide undivided attention to each pet, we do not have the facilities to accommodate multiple dogs from different households at the same time, nor do we offer boarding services following your dog’s appointment. A 50% deposit is required to secure all appointments. This amount is credited to your final bill. You will be sent a reminder text regarding your appointment 48 hours before your appointment time asking you to confirm you will still be attending. Please note our Cancellation & No Show Policy regarding refunds for appointments moved or cancelled with 48 hours of your selected appointment time. The Dog Grooming Client Card and the Grooming Liability Waiver & Release Forms must be completed at the time of booking and it is the responsibility of the owner to both update the information on the forms and notify the groomer of any changes. Arrival Time: Please arrive no sooner than 5 minutes before your scheduled appointment, as you may have to wait. Late Arrivals: Late arrival to any appointment may result in reduced services and arrival 15+ minutes late to the agreed arrival time, will result in your appointment being cancelled and will need to be rescheduled. Your deposit will not be refunded or transferred to the rescheduled appointment. Collection & Late Pick-ups: We operate on a strict appointment-based schedule to ensure every dog receives individual care in a calm environment. We will provide you with an estimated completion time and send a text message approximately 15-20 minutes before your dog is ready. We offer a 15-minute grace period from the agreed collection time. If you are 15-30 minutes late, a late fee of £10 will be added to your bill to cover the cost of additional care and cleaning. If you are 30+ minutes late, an additional £15 will be charged for every subsequent 15-minute period. Cancellations & No Shows - We understand that sometimes life gets in the way and plans change but in order to give us time to fill your appointment slot, we require at least 48 hours notice in order to cancel your appointment. Deposits are nonrefundable if a cancellation is made with less than 48 hours notice. If you fail to show for your appointment, you will be charged the remaining total of your quoted grooming bill. We will also require payment in full in order to rebook. Clients may cancel or reschedule appointments up to 48 hours before the start time. Grooming Pricing - Prices are a guideline only and can vary depending on the size, breed, coat condition, requested style, health and temperament of your dog. Prices will be discussed upon arrival but can change during the course of the groom as stated above. The final grooming fee will be sent via a link and must be paid at pickup. Health, Welfare & Safety - It is essential that all information provided to Lady & the Mutts regarding your fur baby is truthful and up to date. We kindly ask that we are made aware of all behavioural, medical/health conditions, and/or allergies that your dog may suffer from. This ensures they receive the most appropriate, tailored groom, while also ensuring the safety of the staff at Lady & the Mutts. We cannot groom any dogs that have had recent surgery (a signed note from your pet’s veterinary surgeon is required, stating they are fit enough to be groomed following all necessary post-operative checks) or if they have any open wounds. Additionally, we cannot groom bitches that are in season or pregnant. Lady & the Mutts maintains the right to refuse service to ensure the safety of both the pet and the groomer in cases of severe aggression, extreme matting, health & safety risks, parasites, illness, severe lateness, or abusive/violent behavior from pet owners. Photography & CCTV - Photos and videos may be taken before, during, and after your dog's groom, which may be used on Lady & the Mutts' social media accounts and/or for marketing purposes. If you do not wish to have your pet's images taken or used, please let us know by selecting 'No' in the photography section of your client card. Please note that 24/7 CCTV is in operation both inside and outside the grooming salon to maintain the security of the premises, aid in staff training, and uphold high standards of health, safety, and animal welfare. De-matting - At Lady & the Mutts, the health, safety and comfort of your dog is the top priority. Matted coats can cause pain, skin irritation, restricted movement, hidden parasitic infestations and hidden medical issues. In some cases, it is in the best interest of the dog to remove the fur and shave it down completely. Your dogs coat will be assessed at the beginning of their groom and it is down to the groomers professional opinion as to whether your dogs coat will require to be clipped short. Under the Animal Welfare Act 2006, it is a criminal offence to cause an animal unnecessary pain or suffering and to comply with welfare standards, Lady & the Mutts implement a strict 15 minute limit for de-matting per session and a de-matting fee of £1 per minute (up to 15 minutes) spent brushing out any mats will be applied. If the matting cannot be removed within this time, the groomer is legally and ethically obligated to clip the coat short. If a pet's coat is found to be severely matted, we will not attempt to brush out the mats as doing so would cause unnecessary pain, discomfort and/or skin damage and a shave down fee of £20 - £40 (depending on your dogs size) will be added on top of your quoted grooming fee. In cases where the groomer believes your pet's physical or emotional well-being is at risk, services will cease and the owner will be referred to seek the assistance of a veterinary professional. The groomers decision is final. Fleas & Illness - Unfortunately, if fleas, parasites, or signs of illness are found on your dog, grooming services will cease immediately. You will be contacted to collect your dog and advised to seek veterinary advice. In these instances, you will be required to pay 25% of the quoted grooming fee, plus a £20 sanitisation charge to cover salon decontamination and any treatments used to prevent cross contamination. Accidents & Emergencies: Although accidents are rare, there is a risk when working with animals. Grooming equipment is sharp, and although extreme caution and care is used in every groom to ensure safety, accidents can still happen. These may include, but are not limited to: accidental nicks, stress-related reactions, discovery of underlying health conditions, allergic reactions, eye irritation, ear irritation, or flare-ups of existing skin or medical issues. In the unfortunate event of an accident, you will be notified immediately and first aid will be administered. Your veterinary practice will be contacted if required. In the unfortunate event where your pet required immediate care due to a life-threatening emergency, you would be contacted immediately and Lady & the Mutts has full authorisation to take them to the nearest veterinary centre for treatment at the owners expense. Vet Fees - All resulting veterinary fees and expenses will be the sole responsibility of the owner, including cases where grooming exposes or aggravates a pre-existing or latent health condition. The owner is exempt from these medical fees only if it can be clearly demonstrated that the injury or emergency was a direct result of the groomer’s professional negligence or liability. By booking services with Lady & the Mutts, you acknowledge these potential risks and agree to hold Lady & the Mutts harmless in the event of injury, allergic reaction, or medical complications that may arise during or after grooming. Lady & the Mutts is fully insured and certified in canine first aid. Lady & the Mutts will not be responsible for the accidental death of a pet as a result of an underlying or undisclosed medical condition. Privacy Policy - At Lady & the Mutts, we value your privacy. We collect your name, address, and contact details (phone and email) solely to manage your appointments and provide the best care for your pet. Your information is held securely in compliance with GDPR standards. By booking with us, you agree to the collection and use of this data for business purposes.