10:13, Tuesday 7th December 2021
Lily Pad Terms and Conditions
All clients are required to complete and sign the consent form. All your data is confidential and will not be shared with any third party.
Please inform us of any changes in your pet’s health or temperament or your personal details to allow us to continue to provide a service tailored to your pet’s need’s.
COVID-19 POLICY
Please do not attend your appointment if you or anyone in your household is displaying symptoms of covid-19. We are not able to accept pets from households with covid-19, even if a person from outside your household brings your dog.
Due to the ever changing nature of covid-19 precautions we will have a seperate document displayed in the salon outlining what procedures and policies we currently have in place. If covid restrictions mean we are unable to keep your appointment we will contact you to inform you and rearrange.
YOUR PET’S HEALTH AND WELFARE
Whilst your pet is in our care its health and welfare is our primary concern. It will only ever be groomed according to it’s tolerance of the process. If your pet is fearful of any of the procedures employed during grooming, a workaround or alternative 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. Although extremely unlikely, accidents can happen during grooming. In the event of an accident or serious medical issue arising during your pet’s groom you authorise us to seek emergency veterinary treatment.
Please ensure your dog has had adequate time to go to the toilet prior to their grooming appointment.
GROOM FEEDBACK
You will be given detailed feedback after every groom. If you have any queries or need further clarification, please just ask or contact us at a later stage. If you are dissatisfied with any aspect of your pet’s groom please let us know before you leave. Reasonable requests to alter the trim will be dealt with immediately or changes noted for the next groom. We are more than happy to disclose any details of your pet’s groom or advise you about how best to care for your pet’s coat.
PRICING
Starting prices are for pets:
•That are used to being professionally groomed on a regular schedule (a MINIMUM of once per season, 4 times per year depending on breed)
•Whose coats are well maintained between professional grooms (kept tangle, knot & matt free by regular brushing or combing)
You can reasonably expect to pay more than the starting price for: •Matted, poorly maintained and/or overgrown coats
•Pets which are difficult to manage or uncooperative during grooming •Overweight pets or oversized for the breed standard
•Timid, anxious or nervous pets, which require frequent breaks & may need special handling These cost more time, labour and/or product. The costs are passed on to you.
If we are unable to complete a groom due to behavioural problems or aggression you will be charged the starting price of the groom.
All costs are payable in full at the time you collect your pet.
TIME KEEPING
Please be punctual. We work by appointment only; the appointment slot allocated for your pet’s groom has been booked at your request exclusively. We do not double book appointments; a no- show is lost income. We also offer a free appointment reminder by text and email.
Most grooms take between 1 – 3 hours or more depending on the size and temperament of the dog, and its coat condition. You will be advised what time to collect your pet. It is essential NOT to return to the salon before this time, as your presence may distract your pet during the finishing stage of its groom. It is essential that you collect your pet at the agreed time as once the groom is finished your dog will be eager to go home and may become unsettled or anxious and cause a distraction to the next dog being groomed. Late collections are subject to an extra charge of £5 minutes per 15 minutes after the collection time
Please phone us if you are running late to drop your dog off. We understand that from time to time unforeseen circumstances may arise. However clients arriving more than 15 minutes late for their appointment can be considered a missed appointment and may have to re-book, this will incur a charge of 50% of the cost of the groom.
CANCELLING YOUR DOG’S APPOINTMENT
We respectfully request 24 hours notice if you need to cancel your pet’s appointment. The slot can then be offered to other clients.
NO-SHOWS & LATE CANCELLATIONS (of less 24hrs notice)
A fee of 50% of your usual groom price may be levied for missed appointments and late cancellations.
NEGLECTED & MATTED COATS
In the event that your pet’s coat needs to be clipped down to release it from matting or coat neglect, Lily Pad Pet Shop and Grooming, its owner and staff are not liable for any post-grooming effects of this procedure, which is not without risk.
Any humane de-matting will be undertaken solely at our discretion, in compliance with The Animal Welfare Act 2006 (clause 5 – Animals are to be protected from pain, injury and suffering). De- matting during a routine groom is limited to a maximum of 15 minutes and is only possible if the matting is minimal. For severely matted coats where de-matting isn’t possible, the only humane way to deal with this will be to completely shave off the coat.
You will be given an estimate of how long matt release is likely to take & an estimated cost for the procedure. A shave-down consumes significantly more time, labour, product & tool/equipment wear and tear than a routine trim therefore will incur an extra charge. All shave-down costs are payable in full at the time you collect your pet.
FLEAS
If fleas are discovered during your dogs groom, there will be a non-negotiable fee starting at £10 (increasing with severity) that will be added to the original groom price. The additional fee is to cover the cost of flea shampoo for your dog (Groomers Ridasect) and disinfectant for my salon to prevent them from being passed onto other clients.
ACCIDENTS AND EMERGENCIES
Please note that although we will take the utmost care with your dog whilst he/she is under our care accidents can happen, Lily Pad Pet Shop and Grooming is not responsible for any accidental death to your pet caused by a pre-existing health condition(s) such as heart failure, heart attacks/strokes/seizures or natural disasters etc whether or not you have disclosed them.
Unfortunately, some dogs do come into the salon needing urgent veterinary care due to being neglected. If upon your dog’s arrival the dog is seen to be in a condition that causes them distress, pain or suffering I will immediately close the salon and take your dog to the vet so that he/she will be seen and helped at your expense. Unfortunately, we also have to cancel the groom and you would then be liable for the full cost of the groom plus vets fees.
AGGRESSIVE & POORLY SOCIALISED DOGS: THE DANGEROUS DOGS ACT
We reserve the right to refuse to groom any pet at risk of harming me or itself. If your dog is accepted for grooming & displays aggression that we have not been informed of during its session, the groom will be terminated immediately. You will be contacted to collect it. The full starting price of the groom will be charged.
You must inform us prior to grooming if your dog has ever bitten or displayed aggression. Failure to disclose this information may result in refusal of further services.
Your attention is drawn to the Dangerous Dogs Act, which holds owners liable for bites and injuries caused by their dogs.
PHOTOGRAPHY
We take photos of your dog while being in our care to showcase our work via social media or advertising, as well as a proof if dogs coat has been neglected/matted. If you would like any pictures that has been taken while your dog has been visiting Lily Pad Pet Shop and Grooming, do not hesitate to contact us and we can forward any photos that has been taken.
GDPR - General Data Protection Regulation
Lily Pad Pet Shop and Grooming keeps your details (Full Name, Phone Number, email and Address) on the record cards of your dog. When we are not using them they are kept locked away. When being used they are out on the side of grooming table with your dog so we can refer to them while grooming.
Why Lily Pad Pet Shop and Grooming has your details, so we can remind you of grooms, so we can contact you with a reminder of your appointment or when your dog is ready to be picked up, your address in case we need to return your dog to you in an emergency.
Lily Pad Pet Shop and Grooming DO NOT share your details to any 3rd parties.
Electronically
We keep all Dog Grooming Customer Care Cards information on a secure password protected, independent booking system who comply with all GDPR regulations. The details on these records are the same as on the paper version mentioned above, this is purely so if the card is damaged or unreadable (bad handwriting) a digital copy will still remain.
Credit/Debit Cards
Lily Pad Pet Shop and Grooming does not retain any credit card details nor do we even take them outside of using a chip and pin/contactless card machine which is always in view of our customers during the procedure. The company that processes our transactions is a GDPR compliant company is Sumup. All payment details such as card numbers are not accessible to us.
Lily Pad Pet Shop and Grooming retains your personal information only for as long as necessary to provide you with our services. However, Lily Pad Pet Shop and Grooming may also be required to retain this information to comply with our legal and regulatory obligations, to resolve disputes, and to enforce our agreements. We generally keep your data for 5 years.
