Raw & More Dog Grooming Terms and Conditions

General

All clients will be deemed to have accepted Raw & More terms and conditions (as laid out here) on a signature of the client record form.

All clients must fill out, sign and date a record form.

Please see our current price list for all prices and fees/charges.

Dog Records

Please provide a thorough account of any health issues, allergies or behavioural challenges appertaining to your dog. These notes are very valuable to us to give us a clear picture of the background before we begin to groom.

The Groom

Every effort will be made to groom your dog to meet your expectations, providing the dog will tolerate and the

coat condition and type allows. It must be made clear, however, that no guarantee can be made in this regard,

and we accept no responsibility for the groom being carried out according to instructions, but not to your visual expectations.

We will always place a dog’s welfare, safety and peace of mind above adherence to a particular style.

If you are unsure which tools and/or products to use to groom your dog between appointments please ask, we’re happy to help and advise you.

Time Keeping

We base our appointment slots on the needs of each individual dog, with a period of time to try and prevent any overlap. This means we do not have to rush and can give your dog the time it requires to complete its groom.

We ask that everyone shows the same courtesy afforded to you to others, therefore:

• If you arrive early for your appointment, you may need to wait until we are ready to accept your dog.
• If you arrive late for your appointment, we may have to re-schedule which will incur a late fee (see price list). Customers who are 15 minutes or more late will be deemed to be a ‘no show’ and charged the full appointment fee.
• If you are late collecting your dog, this will also incur a fee, as it will impact on the next customer.
• If you are early to collect, your dog may still be on the grooming table being attended to, please remain out of sight and hearing whilst you wait. Once your dog sees you and naturally starts to get excited, Raw & More may have to consider the groom finished, for safety reasons.

Cancellations and No Shows.

We appreciate that sometimes you may need to rearrange your dog’s appointment. Cancellations with less than 24 hours notice will incur a cancellation fee (see price list) per dog to cover staff costs and advance payment to secure your next appointment.

Toilet Issues

Please make sure all dogs are well walked and given ample opportunity to the toilet before coming to their pet grooming appointment.

If your dog defecates or urinates during the grooming process and requires a second bath you will be charged appropriately.

Please bag up your dog’s mess and put it in the bin if your dog has an accident inside or outside our premises.

Microchips

We do not accept dogs that are not microchipped for grooming under any circumstances.

Neglected / Matted coats

We take the welfare of dogs very seriously. Should your dog have a matted or neglected coat we will attempt to contact you to discuss this before doing anything. However, if our opinion is that it will be kinder to shave the coat back completely, this will be done in compliance with The Animal Welfare Act 2006 (Section 5. – Animals are to be protected from pain, injury and suffering).

If your dog requires significant de-mattings, Raw & More will charge a de-matting fee for every 15 minutes spent de-matting your dog due to time and extra wear and tear on equipment.

These circumstances can lead to skin irritation and other conditions. In some breeds, the coat may not grow back in the same manner. Raw & More are not liable for any effects which may arise from this.

Fleas/Ticks

Raw & More Dog Grooming strives to provide a flea/tick-free environment. Any dog found to have fleas will go straight into a flea bath with special shampoo to remove the fleas.

Our Grooming environment will also need to be cleaned and treated to protect other dogs. There will be an additional charge to cover the extra costs involved.

You are advised to treat your pet and your home environment to eradicate/prevent this problem.

Pre-existing Conditions

Dogs to be groomed should be in good health and not suffer from any communicable illness (including fleas, kennel cough) for at least one week prior to the appointment.

If your dog is currently undergoing treatment at a Vet please let us know when booking as we may not be able to groom your dog until the treatment has finished.

We are not liable for any pre-existing conditions and problems found throughout the grooming process. We will endeavour to notify you of anything we uncover during the grooming. Any advice is given regarding health problems should be followed up with advice from your vet.

No liability will be accepted by Raw & More when any health problem is uncovered or aggravated by any part of the grooming process.

Puppies

If you would like us to groom your puppy, it must have had all its vaccinations. If it hasn’t yet been vaccinated it will not be groomed until one week after the last vaccination is given. The price depends on the size of the dog and not it’s age. A 5-month-old Labrador is a huge size and weight in comparison to a tiny Yorkshire Terrier puppy and the charge will reflect this.

Elderly dogs or dogs with medical concerns

The grooming of elderly dogs or dogs with medical concerns is undertaken entirely at the owner’s risk.

Sedated dogs

We do not accept dogs that are under sedation for grooming under any circumstances.

Dogs in season

We do not accept bitches that are in season for grooming under any circumstances.

Pregnant dogs

We do not accept bitches that are pregnant for grooming under any circumstances. Raw & More are not liable if your dog is pregnant and we are not informed.

Challenging behaviour

Some dogs may require a longer appointment time or a split appointment, due to excessively nervous or challenging behaviour. Raw & More will attempt to contact you to discuss any change to the service or costs before we begin.

Aggressive or Dangerous Dogs

For the safety of the staff and your clients MUST inform us if your dog bites, has bitten or is aggressive to people, other pets or specific grooming procedures.

Raw & More have a great deal of experience and success in the grooming of difficult dogs. We reserve the right to muzzle your dog or ask you to muzzle your own dog, to refuse or stop services for your dog at any time before or during the grooming process. In this event, Raw & More will charge an Aggressive Dog Fee of in addition to the regular grooming charge.

If your dog should bite the owner agrees to be responsible for any and all related medical bills, recovery costs, loss of income and equipment damage.

Accidents / Emergency

Raw & More will care for your animal as you would, and whilst we will make every effort to ensure your pet is well looked after in your absence, Raw & More cannot be held liable for any loss, injury or death to a pet either inside or outside of the home whilst in our care.

There is always the possibility an accident could occur. Grooming equipment is sharp, even though we use extreme caution and care in all situations. Possible problems that could occur include cuts, nicks, scratches and quicking of the nails. In most cases this can happen when a dog is wiggling or moving around. We make every effort to ensure your dog is groomed as safely as possible, but if your dog does not accept the process it can be dangerous to continue the groom.

In the event of an emergency, Raw & More will attempt to contact you and your veterinarian immediately. If we cannot contact you, you hereby allow Raw & More to take decisions and act on your behalf to administer first aid and/or seek any immediate medical treatment required for your dog’s health and welfare.

You accept that you will be responsible for any expense incurred for the medical treatment and/or transport where the treatment is required because of your pet’s actions (e.g. an altercation between dogs where your dog is the instigator).

If your dog injures another dog, you will be likewise liable for any claims arising from injury to the other dog.

No liability will be accepted by Raw & More for injury caused by difficult or aggressive behaviour of your dog.

Neglected Dogs

We will photograph and/or video any case of neglect brought in for grooming and we also save a sample of fur.

We reserve the right to use these items as we deem appropriate.

Veterinary Bills

The client is responsible for any veterinary bills, no matter how they are incurred, whilst pets are in the care of Raw & More.

Insurance

Raw & More holds Public Liability insurance.

Wherever possible pets should be insured by the client. Raw & More reserves the right to refuse a booking for any animal which is not insured

Exclusions

We do not pluck ears for dogs and will clip the hairs shorter instead.

We do not express anal glands

No animal will be groomed if they are obviously sick

Photographs

Your dog may be photographed before, during and after its groom. These images may be used on our own website, advertising or in our social media campaigns. Please let us know beforehand if you do not wish your pet’s photos to be made public.

Personal Information

The client must provide Raw & More with the name and contact number of someone capable of making a decision relating to the dog in an emergency.

Your personal details will only be held and used by Raw & More and will not be passed onto third parties.

Kimber will use your personal information for internal purposes and to send out reminders when your dog is due for another groom and / or other messages related to services provided by Raw & More, unless you specifically request us not to do so.

Alterations

We would like you to be very happy with your groom and the look of your dog. If, after the groom is complete, there is anything about the groom that you would like altered, please advise your groomer when you collect your dog. We are never offended by timely requests to make minor changes.

If you do not raise any concerns when you collect your dog, you are deemed to be completely happy with the groom once you leave our premises.

Customer Complaints

If for some reason you are not happy we will try to resolve the issue quickly and amicably. Should the issue not be resolved you are invited to make another appointment with Raw & More to discuss the problem face to face and to look at and resolve the issues raised. If an issue is not resolved, all complaints must be made in writing within 48 hours. All complaints will be dealt with in a courteous manner from our side and we request courtesy too.

Our decision is final.

Abusive Behaviour

Raw & More Staff work extremely hard and care for each dog as if they were their own. Any abusive language or behaviour towards our staff or other visitors to the salon will not be tolerated.

Payments

Raw & More accept payment by cash or card.

Tipping

Tips are never expected – but always appreciated.