TERMS & CONDITIONS
Strawberry Paws is open by appointment only. If there are no appointments scheduled, the salon will be closed. We cannot accommodate walk in appointments so please always contact us in advance to book. We encourage everyone to arrange their dog’s next appointment on collection to avoid disappointment.
For the safety of our groomer and your dogs, we keep the door to the salon locked at all times during their groom. During treatments we will not answer the door. If you need to get hold of Strawberry Paws, please contact us via phone/email/social media and we’ll get back to you as soon as we can. If you are early or late and find the door locked, please wait until we are in a safe position to unlock the door.
Messages and/or calls will be answered or replied to between the hours of 9am-5pm Tuesday-Friday or 9am-12pm Saturday. Please allow up to 2 working days for a response. If the salon owner is away on holiday or sickness, calls will not be answered during this period and messages will be replied to when they are back to work.
Strawberry Paws operates on a one-to-one basis unless there are a limited number of multiple dogs from the same family. We cannot accept more than two dogs from the same family at the same time.
Please be punctual and arrive on time. The appointment slot allocated for your dog's groom has been booked at your request exclusively on a one-to-one basis. If you are more than 15 minutes late to the appointment, we may have to refuse the groom and you will be charged a missed appointment fee equivalent to 50% of the price of the groom. You will not be able to make another appointment until all fees are paid in full. We allocate a certain amount of time to each groom, so if you are late, we will not have enough time to complete the groom without it running into the next appointment and causing disruption to our schedule and other customers.
Please phone us if you are running late so that we know you are on your way. We understand that from time to time unforeseen circumstances may arise and we will do our best to accommodate, if possible.
Please do not ask us to rush your dog’s groom or demand that your dog is ready by a certain time. We work to our pace and your dog’s pace. Rushing can be extremely stressful and unsafe for both the groomer and dog. We normally allocate 2 hours (give or take) for each appointment. So please bare this in mind when booking an appointment.
Please comply with collection times. We will give you as much notice as necessary as to when your dog will be ready to collect. We usually advise 2 hours to complete a full groom. If you are more than 15 minutes late collecting your dog, a late collection fee will apply of £5 every 15 minutes. All fees are payable in full at the time when you collect your dog. You will not be able to make another appointment until all fees are paid in full. We work on a one-to-one basis and can only give our attention safely to one dog at a time. It is extremely risky to leave your dog unattended while we groom another dog. We are also limited to the number of dogs allowed on the premises at one time by the council. Any dogs that are left with us for over 24 hours with no communication from the owner will be passed onto the dog warden.
Reminders will be sent via text, Facebook messenger or email at the time of booking and 48 hours before the appointment. However, I cannot be held liable if the reminders do not successfully send. It is the owner’s responsibility to manage their appointment after booking.
If you need to cancel or rearrange your appointment, please provide a minimum of 24 hours’ notice. No shows, missed appointments and/or late cancellations will be charged a fee equivalent to 50% of the price of the groom. No further appointments will be scheduled until the balance is paid in full. We are a small business and work one-to-one with your dogs. We do not double book appointments, so every missed appointment is lost income.
Grooming appointments are payable by cash, card or bank transfer at time of collection of your dog. We do not offer late payment options or payment plans.
Strawberry Paws do not accept large dogs for grooming appointments and can only accommodate breeds up to 20kg in weight. We also do not provide hand-stripping on any breed, regardless of size.
All clients are required to complete and sign a declaration/consent form prior to their dog being groomed. This form contains your contact details, your dog’s information and grooming requirements. All your data is confidential and will not be shared with any third party. Refusal to sign this form will terminate the groom and you will be subject to a late cancellation fee of 50% of the full groom price.
Owners may stay during the grooming appointment if it is beneficial for the dog. However, owners are not allowed inside the grooming area due to insurance restrictions. If at point, the dog becomes distracted or difficult to groom due to the owner staying, the owner must leave the salon.
Strawberry Paws guide prices are based on the time taken to groom a well-behaved dog that is groomed on a regular schedule. Their coat must in good condition and maintained at home between professional grooming. Additional costs may be incurred for matted coats, poorly maintained coats, overgrown coats, difficult behaviour, overweight dogs, larger than the breed standard and/or nervous dogs. All of these factors require special handling and more breaks than usual, which increases time, labour and/or product used. Strawberry Paws will not subject any dog to unacceptable levels of stress. If during the grooming process your dog finds any part of the grooming process too stressful, that part will not be completed. If we are unable to complete a groom due to any of these factors, you will still be charged the full price of the groom.
If a dog’s coat is severely matted or knotty, Strawberry Paws will not attempt to brush out the coat under the Animal Welfare Act 2006. Strawberry Paws reserves the right to perform a complete clip off of the dog’s coat in this situation. If a complete clip off needs to be performed, Strawberry Paws will notify you before doing so. Severely matted dogs will incur additional charges to cover the extra time it takes and additional wear to the equipment. This extra charge can start from £10 and is payable on top of the full groom price. The owner must be aware that irritation or grazes may occur from the very short clipping process and Strawberry Paws shall not be held liable for any after grooming effects or problems uncovered on a matted coat. Strawberry Paws reserve the right to refuse to groom any dog that is deemed too severely matted to safely groom and requires veterinary attention. Owners must sign a matted consent form before any grooming is carried out.
During our initial consultation please do not fail to disclose information regarding any health issues, allergies, skin conditions, physical and/or medical conditions that your dog may have. Strawberry Paws will work in a suitable manor to try to minimise any discomfort towards current health conditions and suitable products will be used to prevent irritation. Strawberry Paws will not be held responsible for any further deterioration of current health problems or injuries due to the grooming process.
You will be given feedback on your dog’s groom at collection. Please ask if you have any queries or need further clarification on any details discussed. If you are dissatisfied with any aspect of your dog's groom, please let us know before you leave and/or within 24 hours. We are happy to carry out any achievable alterations to the groom as requested. If we cannot carry out these alterations at that current time, a follow up appointment may need to be made. After 24 hours has passed, additional grooming procedures are classified as a new treatment and will be charged appropriately.
Your dog may be photographed and any photographs may be used on our website, social media sites and any other promotional material to provide illustration of the work we carry out. Please let us know if you prefer you pet not to be photographed.
Whilst your dog is in our care, their health and welfare are our primary concern and they will be supervised at all times. They will only ever be groomed according to their individual tolerance of the process. If your dog is fearful of any of the procedures employed during grooming, alternative methods will be employed. Occasionally during grooming a pre-existing condition may be discovered which you may not have been aware of. We will notify you of this so that you can seek veterinary advice. In the event of an emergency or if a serious medical issue arises during your dog's groom, you authorise me to seek emergency veterinary treatment at either your veterinary practice, or in the absence of their availability, we will seek veterinary attention where available.
In the unlikely event that your dog is injured and requires veterinary care due to Strawberry Paws fault, veterinary treatment must be sought no later than 48 hours after the grooming appointment. A full report from the veterinarian who administered treatment to your dog must be provided to Strawberry Paws. This report will then be passed on to our insurance provider to deal with any claims.
Please ensure that your dog has had a chance to go to the toilet before your appointment. If they have an accident during their groom and need to be washed and dried again, a £10 clean up fee will be charged to cover the extra time and products used.
Strawberry Paws reserves the right to refuse any dog at risk of harming the groomer or itself. You must inform us prior to grooming if your dog has ever bitten or displayed aggression towards anyone, including previous groomers. If your dog is accepted for grooming and displays aggression that we have not been informed of, the groom will be terminated immediately and the full price for the groom is still payable. Your attention is drawn to the Dangerous Dogs Act, which holds owners liable for bites and injuries caused by their dogs.
If you are aware that your dog has fleas or any other parasites before entering the salon, you are to inform us straight away. A heavy infestation will be refused to groom to prevent passing fleas to our other customers. Should we find any form of infestation during the groom, you will be immediately informed and the groom may be terminated. An additional charge of £10 will then apply on top of the full grooming price. This charge covers the implications of an infestation, which require us to use specialised parasite shampoo and the salon will have to be closed, deep cleaned and fumigated to prevent cross contamination.
As a customer of Strawberry Paws, it is necessary for us to hold some information about you such as your contact details and details about your pet. These details enable us to contact you in the event of an emergency and provide us with valuable details about your pet's history and requirements.
Strawberry Paws will never share any of your details with anyone else without your prior consent.
Strawberry Paws will never contact you without your prior consent unless it is regarding an appointment time or booking an appointment.
All personal data held by Strawberry Paws is stored securely in a file and locked away each day and/or kept safely on a password protected phone.
As a customer of Strawberry Paws, your information will be stored for 18 months from when you last contacted us and then it will be safely destroyed.
As a customer of Strawberry Paws, you can request to see the personal information, I hold on you or your pet, at any time.