Terms & Conditions
Updated Oct 2022
1. Terms & Conditions – General
Pets will only be accepted for grooming after the Owner (or another responsible person) has filled in and signed a ‘Customer Record Card’. By agreeing to a booking of our services, you are deemed to have accepted all Terms and Conditions.
1.1 - All information regarding any customer and their pet(s) must be correct and up-to-date. In the event of any changes, you must notify us at your earliest convenience.
1.2 – Urbanpaw and their partners will not permit to providing any service for your pet without completing & signing a ‘record card’. We also reserve the right to turn away any animal or person for any reason that we deem necessary.
1.3 – We strictly adhere to the ‘Animal Welfare Act 2006’ and operate a ‘Humanity before Vanity’ policy. We therefore will only perform services that do not cause pain or discomfort to any animal in our care.
1.4 - All your personal data is confidential and will not be shared with any third party without your written/verbal consent in accordance with the Data Protection Act 1998.
1.5 – Urbanpaw and their partners reserve the right to add, change, amend the terms of this agreement at any time without notice or consequence.
2. Appointment Times
Urbanpaw and their partners operate an ‘appointment only policy’. Bookings can be made by contacting the salon directly via telephone, email and some social media platforms. Please be advised that all appointments made are subjected to the terms and conditions outlined in this contract. We advise all customers to book in advance to ensure they can book an appointment that they will be able to attend.
2.1 - Please ensure that you arrive on time for your scheduled appointment to allow for check-in and a thorough consultation with a member of our team.
2.2 - In the event that you are late for your scheduled appointment, without reasonable notice or explanation, we reserve the right to refuse service and you will be liable for a late/no-show/cancellation fee. (see ‘Additional Charges’)
2.3 – Urbanpaw and their partners allow for a ‘15 Minute grace period’ in the event any circumstances prevent you from arriving on time for your scheduled appointment. Failure to arrive within this period may result in your appointment being cancelled. (Unless agreed prior with management)
2.4 - It is the customers responsibility to manage their time to ensure they can attend their scheduled appointment on time. If for whatever reason, lifestyle events conflict with a scheduled appointment, alternative arrangements must be made to ensure their pets attendance to avoid any additional charges.
3. Drop-off & Collection Policy
On arrival, all customers will be subject to consultation each visit to provide us with information and requirements for their pets’ appointment. Please ensure you allow yourself at least 5 minutes to discuss your requests with a member of our team.
3.1 - All customers must ensure that their pet has been exercised and given plenty of opportunity to evacuate their bowels before attending their appointment. If your pet defecates in the salon, you will be liable for a ‘Soiling Charge’. (see ‘Health & Hygiene’ & ‘Additional Charges’)
3.2 - All customers must allow 1.5hrs – 3hrs plus for their grooming appointment (depending on breed, size, coat type and condition, temperament and amount of work to be done). Urbanpaw and its partners will give you an estimated time for collection, however, it may take a bit longer so please allow extra time.
3.3 – We will always notify customers when their pet is ready for collection and will allow a 30-minute window after finishing the groom for collection. Please be prompt when collecting your pet. Failure to collect within this time period may result in a ‘Boarding Fee’ unless agreed prior to booking with management. (see ‘Additional Charges’)
3.4 – In the event your appointment excessively over-runs due to causes beyond our control (excluding late arrivals,) any late collection fees may be waived at the discretion of management.
3.5 - Customers will not be allowed to drop their pets off more than 15 minutes earlier than their scheduled appointment time. Exceptions will only apply if pre-arranged and agreed by a member of the team.
4. Cancellation/No Show Policy
4.0 - In the event that you are unable to attend your appointment, you must give us a minimum of 24 hours’ notice to allow us to fill the appointment space. Failure to do so will result in a cancellation/no-show fee. (see ‘Additional Charges’) In Exceptional Circumstances, these fees may be waived at the discretion of the management.
4.1 – Urbanpaw and their partners operate a ‘3 Strike policy’. Fail to attend your appointment without due notice more than 3 times will result in immediate refusal of service indefinitely
5. Refusal of Service
5.0 - Repeat breaches of this contract will result in removal from our client list and refused service indefinitely.
5.1 – Urbanpaw Groomers and their partners reserve the right to refuse service to any customer/pet for any reason that we deem necessary with or without reason.
6. Health & Hygiene
It is the customers responsibility to ensure their pet is fit and healthy for grooming. They must be up to date with their vaccinations, flea & tick treatments and where required, treated as advised by their veterinarian for any long-term ailments that ensure their well-being.
6.0 – We will not be held liable for any illness, disease, ailment that may be contracted if a customer’s pet is not protected.
6.1 - Parasitic infections (Fleas, Ticks, Ringworm etc.)
6.1a - In the event your pet comes in with a parasitic infestation (in particular, fleas/ringworm), you will be sent home and be liable for the total cost of the groom.
6.1b- If any parasitic infestation goes unseen on inspection (e.g. poor/matted coat condition) and is discovered later during the groom, Urbanpaw and its partners will contact the customer immediately for collection (in severe cases) and be liable for a ‘Disinfection Charge’.
(see ‘Additional Charges’)
Please Note: Although the team at Urbanpaw cannot diagnose any illness/ailments, we will always inform customers of any unusual observations and advise where to obtain information about treatment and prevention. If in doubt, always contact your vet for medical advice.
6.2 - Pets in season (on heat) and pregnancy
As we offer a sociable environment (free from cages and cage driers) Urbanpaw & its partners will not groom pregnant bitches or bitches in season for the reasons of health, safety and hygiene. A Bitch’s season can last anything between 2-4 weeks and we will refuse service until at least 2 weeks after it has ended.
6.2a - In the event you have made a scheduled appointment (more than the 24 hour cancellation period) and your pet comes in to season, you must notify us immediately to rearrange the appointment.
6.2b - In the event a season starts unexpectedly (less than the 24 hour cancellation period) any charges will only be waived by notifying us immediately by Telephone. (Charges will not be waived if you arrive at the salon for your scheduled appointment)
6.2c - If you attend your scheduled appointment and your bitch is in season/pregnant, you will be sent home and charged the full cost of the groom.
6.3 - Hygiene – General
6.3a - It is customers responsibility to ensure that their dog has evacuated their bowels before attending their appointment. If your dog defecates during their appointment, you will be liable for a ‘Soiling charge’ as this takes time out of our grooming schedule to clean up causing delays. (see ‘Additional Charges’)
6.3b – If your pet is unwell, (Particularly Diarrhoea & Vomiting) you must reschedule your appointment. Failure to do so will result in your pet being sent home and you will be liable to pay the total cost of the groom.
6.3c - In the event your pet becomes ill unexpectedly, you must contact us immediately to cancel/re-book to avoid any charges.
7. Dogs Behaviour/ Pet Safety
It is of the utmost importance that all customers are honest and transparent with all the information they provide us, especially when it comes to their pets’ behaviour and medical conditions. Without the accurate information, Urbanpaw and its partners cannot be held responsible for accident or injury that may be caused due to and, not limited to, incorrect handling due to misinformation.
7.0 - Customers agree to provide any and all information to the best of their knowledge that will affect the handling of their pet during their appointment. Failure to do so will result in your pet being sent home and you will be charged the full cost of the groom.
7.1 - Health Conditions
All pets must be up to date with their vaccinations and preventative treatments. Proof of vaccination and/or preventative treatments may be requested by the team.
7.1a – Customers must provide accurate information regarding any long-term health conditions about their pet before they are accepted for any grooming service.
7.1b – Some pets may require prescribed shampoos/creams/drops etc. Urbanpaw and their partners are willing to use any treatments provided by the customer at their request and with their consent. However, we cannot accept any responsibility for any adverse reactions or injuries should they present themselves from the use of these products.
7.1c – In the event a customer’s pet falls ill during their appointment, we will contact you for immediate collection. Depending on nature of the illness, the customer may be liable to pay for the cost of the groom. (Any charges may be waived at the discretion of management.)
7.2 - Aggressive Pet Policy
7.2a - Customers MUST inform us if their pet bites; has bitten; is aggressive towards people and/or other animals, and shows aggressive behaviour by any specific grooming procedures.
7.2b – All customers accept their pet may be declined service on inspection if deemed unfit/unsafe for grooming and they may be liable to pay for the cost of the groom.
7.2c - In the event a customer’s pet is showing signs of aggression, PPE (Personal Protective Equipment) e.g. Muzzles & firmer Restraints may be used to prevent injury to either pet or team member.
7.2d- If your pet becomes aggressive and/or causes injury at any point during the grooming process, the appointment will be terminated. Urbanpaw and their partners will contact you for immediate collection even if the groom is unfinished. In these instances, customers are liable to pay for the full cost of the appointment.
7.2e– Urbanpaw & their partners reserve the right to terminate any service at any time, before or during the grooming process if deemed unsafe to continue. However, we will advise alternative options for the future where requested.
7.2f - In the event your pet should cause serious injury to any person or animal; damages any equipment, the owner accepts responsibility to pay for any and all related costs incurred (i.e. medical/veterinary bills; recovery costs; repairs/replacements to damaged equipment)
8. Animal Care, Accidents & Injuries.
Your pets’ health and welfare are our primary concern. Urbanpaw Groomers Ltd. adheres strictly to the animal welfare act and customers understand and agree that we will do whatever is appropriate for the well-being of their pet whilst in our care.
8.1 – In the event an incident or serious medical complication is discovered during your pets visit, the customer agrees and authorises Urbanpaw and their partners to act on their behalf to obtain emergency veterinary treatments.
8.2 – All customers understand that we will not be held liable for any pre-existing conditions/problems that may be discovered during the groom. Any fees incurred relating to any pre-existing conditions/problems are the sole responsibility of the owner.
8.3 – Customers understand that Urbanpaw and their partners are not vets and any advice/recommendations given regarding health issues must be checked by a qualified veterinarian.
8.4 – Although Urbanpaw and their partners are fully insured against accident and injury, customers agree that any costs incurred from injuries sustained by uncontrollable behaviour by their pet will be the sole responsibility of the owner.
9. De-Matting Policy
Urbanpaw and their partners will always advise the best course of action when it comes to poor coat condition and advise of any future complications of shaving and de-matting.
9.1 – Customers understand if their pet cannot be ‘brushed out’ in the 15 minute maximum groom time, will be clipped off in accordance with the animal welfare act.
9.2 – Due to the extensive wear and tear on equipment used when clipping off a matted pet, all customers accept that an additional ‘De-Matting/Clip-off’ charge will be added. This charge also applies for minor de-matting services as it delays the appointment time. (See ‘Additional Charges’)
9.3 - Clipper rash, brush burn, nicks and small cuts are just a few of the minor injuries that may be caused by de-matting and/or clip-offs. Customers agree that Urbanpaw and their partners cannot be held responsible for these types of injuries and any costs incurred are the sole responsibility of the owner.
10. Additional Charges – Summary
– Last Minute Cancellation Charge (if less than 24 hours notice) - 100% of the total cost of appointment.
– No-Show Charge – 100% of the total cost of the appointment
– Boarding Fee - £5.00 GBP per 15 minutes or part thereof
– Soiling Charge aka. ‘Poo-Tax’ - £2.50 GBP per offence
– Disinfection Charge - £15.00 GBP – (includes pest repellent bathing treatment)
– De-Matting/Clip off Charge - £10.00 GBP+ (Dependant on Breed, Size, Behaviour and severity of coat condition)
-- Aggression Charges ( Dependant on severity of behaviour)
- Urbanpaw and their partners reserve the right to add or waive any additional charges at the discretion of the management.
11. Advertising & Social Media
We reserve the right to photograph your pet for the benefit of our records. Customers agree that they may be used in any promotional or advertising materials. If you do not wish for your pet to photographed for promotional purposes, please inform a member of staff.
12. Emmi-Pet Ultrasonic Teeth Cleaning
12.1 - In the event your pets' teeth are significantly scaled and in poor condition, we would recommend that you seek veterinary attention initially for a dental descale under anaesthetic, then continue with a regular programme of ultrasound teeth cleaning to maintain your dog’s dental health.
12.2 - Whilst this method of dental cleaning is highly effective in removing mild tartar, improving gums and mouth health and breath, urbanpaw and it's partners cannot guarantee the treatments’ effectiveness or suitability for individual dogs due to varying external factors.
12.3 - Due to the nature of this treatment, Urbanpaw and its partners cannot be held responsible for any problems occurring from poor dentition before, during or after any ultrasonic treatments. (i.e. tooth removal, gingivitis etc). Any pre-exisiting conditions uncovered from use of this treatment that require veterinary attention are the sole responsibility of the owner.
12.4 - Emmi-Pet ultrasonic treatment is not a veterinary procedure and Urbanpaw and its partners cannot diagnose any conditions related to your pets oral health.
12.5 - In the event your pet will not tolerate the procedure, the customer accepts they are still liable for the cost of the service/appointment.