Terms & Conditions

Elles Pampered Pooches Ltd
Premium dog grooming in Caister-on-Sea

ellespamperedpooches.co.uk
ellespamperedpooches@hotmail.com
07756 448936

By booking an appointment with Elles Pampered Pooches Ltd, you agree to the following terms and conditions.

Appointments & bookings

Appointments are confirmed once a date and time have been agreed.

Please arrive at the agreed appointment time and ensure we have accurate contact details for you while your dog is in our care.

Grooming times can vary depending on your dog’s breed, coat condition, temperament and the services required. We will contact you when your dog is ready for collection.

Cancellations & rescheduling

We ask for at least 48 hours’ notice if you need to cancel or rearrange an appointment.

Where less than 48 hours’ notice is given, the full cost of the booked groom will be charged to reflect the appointment time we have reserved and the resulting loss.

The fee may be reduced or waived where we are able to refill the appointment or where our actual loss is lower.

A missed appointment without notice will normally be treated in the same way.

Any outstanding cancellation fee must be settled before another appointment can be booked.

We understand that genuine emergencies happen. We will not normally apply the cancellation fee where you can provide written confirmation from a veterinary practice that your dog was too unwell to attend. Bereavement involving your dog, or exceptional family circumstances, may also be considered at our discretion.

Appointments cancelled or moved with at least 48 hours’ notice can be rearranged free of charge, subject to availability.

Prices & payment

Prices shown are starting prices and may vary depending on your dog’s breed, size, coat condition, behaviour and the amount of time required.

Payment is due at the end of the appointment unless otherwise agreed.

If additional work becomes necessary during the groom — for example significant de-matting, additional coat work or specialist handling — we will try to discuss this with you before carrying out work that would materially change the agreed price.

Your dog’s health

Please tell us before the appointment about any medical conditions, injuries, allergies, skin conditions, medication, recent surgery or other health concerns.

Grooming can sometimes reveal existing skin conditions, lumps, sores or other issues that were not previously visible. Where appropriate, we may recommend that you seek veterinary advice.

We reserve the right to stop or alter a groom if continuing would risk your dog’s welfare or the safety of the groomer.

Dogs should be appropriately treated for fleas and other parasites.

Fleas & parasites

If fleas or other parasites are discovered during an appointment, additional cleaning and treatment may be required.

Where this results in additional time or costs, an extra charge may apply. We will explain this to you where reasonably possible.

Matted coats & de-matting

Severe matting can cause discomfort and may hide skin irritation or other conditions underneath the coat.

Your dog’s welfare will always come first. Where extensive de-matting would cause unnecessary discomfort, we may recommend clipping the coat shorter rather than attempting to brush out severe matting.

Additional charges may apply where a coat requires considerably more time than would normally be expected.

Behaviour & safety

Please tell us in advance if your dog has previously shown fear, nervousness, aggression, biting behaviour or difficulty during grooming.

We are happy to work patiently with nervous dogs where it is safe to do so, but we reserve the right to stop an appointment if your dog becomes excessively distressed or if continuing would present a risk to your dog or our staff.

You may still be charged for the grooming work and appointment time already provided.

Puppies & first grooms

Puppy grooming appointments are designed to introduce younger dogs gradually to the grooming environment, equipment and handling.

The amount of grooming completed during an introductory appointment will depend on the puppy’s confidence and tolerance on the day.

Teeth cleaning

Ultrasonic teeth cleaning and other oral-care services are grooming and hygiene services and are not a substitute for veterinary dental treatment.

We may recommend veterinary advice where we notice significant tartar, damaged teeth, gum problems, pain or other concerns.

Collection

Please collect your dog promptly once you have been advised that the groom is complete.

If you are going to be late, please contact us as soon as possible.

Repeated or significant late collection may result in an additional charge where this creates extra supervision or affects other appointments.

Veterinary emergencies

Your dog’s welfare is our priority.

If we believe your dog requires urgent veterinary attention while in our care, we will attempt to contact you immediately.

Where we cannot reach you and urgent treatment appears necessary to protect your dog’s welfare, we may seek veterinary assistance on your behalf. Any veterinary fees remain the owner’s responsibility unless Elles Pampered Pooches Ltd is legally responsible for the circumstances giving rise to the treatment.

Photographs & social media

We may occasionally take photographs of dogs before, during or after grooming for our portfolio, website or social media.

If you do not want photographs of your dog used for promotional purposes, please let us know.

Our right to refuse or stop a service

We reserve the right to refuse, postpone or stop a grooming service where we reasonably believe doing so is necessary for the welfare or safety of the dog, groomer or others.

This may include illness, extreme distress, aggressive behaviour, unsafe coat condition or another welfare concern.

Our responsibilities

We will provide our grooming services with reasonable care and skill.

Nothing in these terms is intended to restrict or exclude any rights you have under UK consumer law or any liability that cannot legally be excluded. The Consumer Rights Act 2015 requires consumer services to be provided with reasonable care and skill, and unfair contract terms are not enforceable.

Contact

Elles Pampered Pooches Ltd
Caister-on-Sea, Norfolk

ellespamperedpooches@hotmail.com
07756 448936
ellespamperedpooches.co.uk

These terms may be updated from time to time. The version available on our website at the time of a new booking will apply to that booking.