Star grooming

Please note that you have REQUESTED an appointment and this can be approved or declined. We are located horndon on the hill Essex (not mobile) . If your appointment is declined, we will offer you an alternative time. Please keep an eye on your email to see if your appointment has been accepted or declined. ☺️ Additionally, please note prices are FROM starting price stated and may increase depending on if we deem you have booked the wrong service, extra fees such as matting, cats coat condition and behaviour. Terms and conditions 1. All cats should be in a carrier which is secure, we will not be liable in the event of that a cat escapes from a carrier on our premises due to lack of security from there carrier. 2. Matting If a cat is severely matted, we will contact the owner. Due to the animal welfare act. if they are severely matted they will need to be shaved and start fresh, with growing the coat. To avoid this, we recommend both a brush and a comb to be used at home. Any cat which needs to be shaved down due to being severely matted will have an extra charge on top of their groom £10-25. We will inform the owner if there will be an extra charge when contacting the owner about matting, unless already discussed. WE WILL NOT BE LIABLE FOR ANYTHING THAT MAY HAPPEN FROM SEVERE MATTING REMOVAL. It is the job of the owner to ensure their cat does not get matted by brushing and combing right to the skin. If a cat finds the process too stressful in the event of severe matting it may need to return over a couple of appointments, in which you will be charged per appointment slot. 3. Aggression in animals can vary depending on the pet. If we feel a cat is too dangerous for us to work with we will ask you to collect your pet and you will be charged 50% booking fee + additional £5 to cover the slot of time booked for your pet. Any that may be difficult but are manageable and need extra steps in order to handle them will have £10 added to the final balance. 4. How we operate We operate on a pick up and drop off bases only, we are not insured to have the owners on the premises while a pet is being groomed. If you would like we can send text updates, photos and videos of how your pet is getting on throughout there groom. 5. Flea's If fleas are found a £45 flea fee will be charged as it costs us roughly £150 to de flea the whole premise. Along with having to cancel our whole day worth of work in order to accommodate all the extra deep cleaning needed which could mean a large loss of income for us. 6. Cat absence It is the duty of the owner to ensure that if they have a appointment, that the cat is kept in the night before to ensure they are able to locate and easily access the cat ready to load in the carrier to bring for their appointment. If you are unable to locate the cat and miss the appointment the 50% booking fee will be used as a missed appointment fee. 7. Booking fee & Cancellations A booking fee of 50% upon booking will secure the appointment and is non-refundable, please ensure that you are 100% certain you are able to make the appointment before agreeing a date. You will be able to reschedule for another date as long as at least 72hrs notice is given. If wishing to cancel your appointment please let us know as soon as possible. We require minimum of 72 hours notice. (If we are unable to fill the appointment space the booking fee will be used as a no show fee.) IF we are able to fill the appointment space: •72hrs notice or more = booking fee will be added to your account with us, as credit which can be used at a future appointment. •less than 72hrs= loss of booking fee and this will be used as a missed appointment fee. 8. Lateness when arriving if you are over 15minutes late you will be ask to reschedule as we will end up over running into the next cats slot, which means we will be unable to complete the groom within the remaining time. (To reschedule you will need to pay the booking fee again in the event of this happing) Unless a valid reason has been given, this will then be classed as a missed appointment and the booking fee paid, will be used as a missed appointment fee. 9. Lateness when picking up if you are unable to pick your pet up when notified (20 minute advance notice will be given prior to the service being fully completed) that they will be ready to go home, then you will need to discuss this 48hrs prior to the start of the appointment. For every 10 minutes that the cat is with us after their appointment has finished will be charge of £8 as this may cause us to have to reschedule the next cat as we are a 1-2-1 groomer and only have 1 cat in at a time (unless from the same family). 10. Injury if we notice any injury or abnormality on the cat while grooming we will photograph if possible and will inform you after the groom,, we will write this on their record that we have found something and that it was not done by us and that we are not liable, we will also send you a text after the groom with the information that we found to ensure you are able to access it. In the unlikely event that an injury occurs by us, we will then notify you and will then take the appropriate actions to rectify. This will be noted and documented. 11. Non-payment Anyone who does not pay will be refused if they ask to be re-booked. Along with a notice to pay will be sent, If still left unpaid we will then take further actions such as small claims. 12. If the owner notices any issue with the groom, they must politely raise this within 48hrs. In which we will then ask them to come back for a free correction within a couple days. Please note we will not refund a grooms cost if unhappy with services, as the service/time slot has still been completed. Further information: We accept CORRECT CASH OR CARD PAYMENTS only Please be aware WE DO NOT accept checks, £50 notes nor do we carry change.