Terms & Conditions

Health and Welfare

When your pet is with us, its health and welfare is our main concern at all stages of the grooming process. Should we believe your pet is experiencing any fear or stress at any time, we will where possible employ alternative stratagies to alleviate this. This may require extra time or sessions to overcome this problem.

During grooming it is possible pre-existing conditions are noticed, which you will be informed of, in order you can seek veterinary advice. Extremely rarely accidents can happen whilst grooming, or medical issues can arise. In the unlikely event of this happening you authorise us to seek emergency veterinary treatment.

Salon Exclusivity

At Ely's Pet Parlour, we operate strictly by appointment. The quoted price includes salon exclusivity. This helps ensure a calm, low risk environment. The only time more than one dog is allowed in the grooming area is when they are from the same household. If you have two dogs, only one of whom is groomed,and they are not used to been apart, the second can remain at our discretion.

Time Keeping

Our appointment slots are timed to each individual dog, with a period of time to try and prevent any overlap. This ensures we are not rushing to complete your dog. The appointment time given, is the time we expect to admit you to the salon. If you are early for your appointment, we may not be in a position to grant you immediate access. Likewise if you are late we may have to refuse to groom on welfare grounds. This will incur a fee. Customers who are 30 minutes or more late will be deemed to be a ‘no show’ and charged the full appointment fee. If you leave your dog with us, and are late collecting, this will also incur a fee, as it will impact on the next customer. We ask that everyone shows the same courtesy afforded to you to others.

Pricing

All quoted prices assume:

The dogs coat is well maintained free from Knots, matts and tangles.

The dog is well behaved, shows no aggression and groomed at our recommended periods.

The dog is not overweight or oversized for the breed.

Whilst we are happy to work with nervous/ timid dogs, these may incur extra charges due to the extra time and handling skills required.

Charges will be incurred for matted coats, those that are poorly maintained, or dogs with fleas. All charges are payable before you leave the salon with your pet. Payment can be made by card, cash or BACS( payment prior to appointment).

Cancellations and No Shows.

We appreciate that sometimes you may need to rearrange your dogs appointment. as long as this is done with more than 48 hours notice there will be no charge. Any failure to show or cancellation with less than 24 hours notice (except in extreme circumstances) will result in the full fee been payable, and no further appointments been booked until the account is settled. Cancellations between 24-48 hrs will be charged at half the appointment fee.

Coat Condition

Ely's Pet Parlour practice humanity over vanity. If we are presented with a neglected coat and believe, in our professional opinion, it is kinder to remove the coat than it is to de-mat this will be done in accordance with The Animal Welfare Act 2006. Whilst we will make every effort to identify this as part of the pre-groom consultation and coat assessment there may be occasions where the degree of matting cannot be fully identified until we commence the groom.
In this event we will make every effort to contact you however if this is not possible we will, in our professional opinion, do what we believe is in the best interest of the welfare of the dog. By agreeing to these Terms and Conditions you are expressly agreeing to the following De-Matting disclaimer:

De-Matting Disclaimer
Under the Animal Welfare Act 2006, it is an offence to cause unnecessary suffering to an animal: – this includes prolonged ‘de-matting’ which is painful and detrimental to the welfare of the dog. If you bring in your dog with more than 15 minutes of de-matting work, we are required by the Act to clip your dog short humanely or refer you to your vet to do the same. We will only attempt to de-matt 5% of a dog – which equates to about 50p sized mat behind each ear, same size in the armpits and perhaps one or two in the groin or tail area. We have assessed your dog’s coat and found it to be matted, therefore it needs to be clipped short. This can be prevented by daily brushing with a slicker brush and comb. Will be happy to explain the correct way to brush your dog and suggest a grooming programme that will allow us to achieve the look you would like for your dog, this may involve more frequent visits to our salon and will certainly involve daily grooming at home. When a dog’s coat becomes matted, it causes discomfort as the matts pull tightly on the skin and underlying health conditions may not be visible. When a matted coat is clipped short, it may occasional reveal sore, reddened and irritated skin, this is due to the fact that the skin has not been able to breathe, and air circulation is not restored. Clipping a matted coat can take longer and cause additional wear and tear on our equipment so a further fee may be chargeable in addition to the normal groom price.
The process of de-matting increases the risk of injury including but not limited to cuts and grazes, skin irritations caused by the shortness of the clipper blades that will be used as well as possible haematomas. In addition, you may see some behavioural changes such as head shaking, excessive scratching, licking and “scooting”. This is where the dog will scrape their back end on the floor to relive itching and irritations. Should you have any concerns you should seek advise from your usual vet.

Additional charges may be incurred due to the wear on equipment, additional products used, as well as time and skill needed to remove matting.

Aggressive and Poorly Socialised Dogs

We reserve the right to refuse to groom any dog if we believe it may cause injury to itself or any members of staff at our Salon. If a dog exhibits aggression or behaviour we have not been informed of prior to the groom, the session will be stopped immediately and the full fee incurred.

We must be informed prior to grooming of any previous history of biting or aggression. Your attention is drawn to the dangerous dogs act which holds owners liable for bites and Injuries.

Fleas & Ticks

Ely's Pet Parlour is proud to be a tick/flea free environment. If your dog is known to have a parasitic infestation, (unless previously agreed) we ask that your grooming appointment is rescheduled to a time when your pet is free from said infestation. 48 hours notice must be provided to avoid a cancelation charge. We recommend that you contact your veterinary surgeon to provide you with the best recommended treatment. If fleas are found on your dog, we will use a flea shampoo and be required to do additional disinfection of our premises and equipment. An additional £10 will be charged to your bill. If ticks are found an additional £5 will be charged to include removal. We will not be held responsible for any infection caused by the tick or removal thereof.

Grooming Feedback

After each session we will inform you of any problems we have encountered, or any concerns we have re your pet. This is the time to inform us of any concerns you have in relation to the groom. The majority of our business is repeat custom, and we wish to maintain our standards and reputation. We often take pictures to show examples of before and after work and to use for training and information. Should you not wish photos of your dog to appear on social media please inform us at the time of the groom. We also ask that should you have a problem, we are approached prior to any negative reviews been left on social media.

GDPR Statement

In order for us to provide the requested services, we are required to obtain and store a limited amount of your personal information. Such information will be stored in accordance with all relevant legislation, will never be shared with any 3rd parties or organisations and will only be used for the purposes of providing the requested or related services. You have the right to request and review any of your personal information. Please make any requests to elyspetparlour@gmail.com