PAYMENT IN FULL IN ADVANCE FOR FIRST APPOINTMENT

Due to the high number of ‘no shows’ or ‘same day cancellations’ by new customers we have decided to charge in advance to secure the first appointment.

This is a non-refundable security payment. If the customer does not attend the appointment the payment WILL NOT be refunded.

We will allow new customers to reschedule their appointment and move the payment to the new date and time with a minimum 48 hours notice.

Any reschedules within the 48 hour notice period will incur the full charge of the groom which was paid upon booking and a new appointment will then need to be paid for in advance.

We will not book the appointment into our diary until the payment has been made either in store or by card over the phone. Proof of payment will be kept in the diary. Copy of proof of payment is available on request.

Customers who book their first appointment online will be contacted and asked for payment over the telephone.

Any queries or disputes over payment/rescheduled appointments and loss of security deposit must be directed to management to consider and contact the customer to discuss further.

New customers must declare any known health or behavioural conditions to us prior to the appointment to ensure there are no problems on the day.

By attending your appointment you are deemed to have read and accepted our T&C.

Please ensure your dog has had an adequate chance to relieve itself before you come to the shop. If your dog defecates or urinates during the grooming process and requires a second bath you will be charged appropriately.

Dogs should be kept on a short leash and under control whilst in the shop (no extending leads). If you dog urinates on stock which is ruined and un-saleable you will be charged the full retail value of the damaged goods.

Customers should bring their dogs to the shop with a well fitting collar or harness and a normal lead. (No extending leads).

We are located on a busy road. Customers are responsible for their own dogs in the car park and public areas outside the shop and inside the main shop area.

Whilst in the shop the dog should be kept under control at all times and not be allowed to approach other dogs or customers without asking permission first.

If your dog is reactive please let us know so we can accommodate your requirements.

Customers should ensure they have appropriate pet insurance in place.

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. We will, where possible try to work positively with nervous dogs to help them relax.

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 if necessary.

Please inform us of any changes in your pet's health or temperament to allow us to continue to provide a service tailored to your pet's needs.

The customer must advise us of any significant pre-existing conditions, examples of which include but are not limited to :-

Blindness

Deafness

Hip, Spine or Joint Conditions

Epilepsy

Cancer or Cancer Treatment

Chronic or Terminal illness

Heart Problems

Pregnancy

Hernias

Recent Accidents or Operations

Recent Bone Breaks or Repairs

Replacement Joints

We reserve the right to request a fit note from your vet if we believe the grooming process is unnecessary and detrimental to your pets health.

We do not groom pregnant or lactating bitches.

As per the Veterinary Surgeons Act 1966, anyone may perform first aid on an animal, to preserve life, prevent suffering or prevent the deterioration of the patients condition. All staff are trained in emergency first aid for dogs. We would strongly recommend that all owners have appropriate insurance in place for their pets.

Complications arising due to pre-existing health conditions are NOT covered by our insurance policy. We DO NOT groom dogs under prescribed sedation.

Ingleby Dog Grooming strives to be a flea/tick free environment. If the dog(s) have a flea or tick infestation Ingleby Dog Grooming would ask that the owner cancels with at least 48 hours notice and reschedules the appointment once the flea or tick problem is under control.

If fleas are found on the dog(s) Ingleby Dog Grooming will bath the dog(s) in a flea shampoo and subsequently treat the salon.

If ticks are found on the dog(s) they will be removed and the owner will be shown the site of the tick. It is then the owners responsibility to maintain the extraction site of the tick bite to prevent further infection.

If the infestation is bad this may incur an additional charge. If ticks are found they may be removed with permission from the owner. We can also supply flea and tick treatments for use on your pet and in the household for an additional charge.

We ask that all dogs coming in for grooming are vaccinated or titre tested.

While it is highly unlikely, it is possible that diseases can be transmitted by contact with surfaces and equipment. So for the well being of your pet we may ask to see proof of vaccination at the time of their first groom. If your dog is not vaccinated you agree to leave the dog at your own risk. You should bear in mind that Parvovirus, Distemper, Leptospirosis and Hepatitis are all potentially fatal illnesses and can easily be passed by contact with objects or animals. They are preventable by vaccination.

It is assumed that you will bring your dog into the shop in "Normal Condition".

That is; that you groom your dog at home regularly between appointments, and that you will present your dog at the salon in an unmatted and dry state. Any condition other than "Normal" will most probably take longer to deal with and may incur additional charges.

In the event of any dog needing a shave down to remove matted fur, the owner should be aware that irritation may occur from the shaving process, as well as uncovering nicks, cuts or other potential problems such as haematoma of the ears.

The owner will be notified before any action is taken. No dog will be subjected to stress or discomfort and all dogs will be groomed in accordance with The Animal Welfare Act 2007.

Dogs can suffer from depression following a shave down and should not be made fun of or humiliated by family members on their return home.

Grooming matted dogs may incur additional charges this is to cover the extra time and care required to groom a matted dog and the wear and tear on tools and equipment. We will not attempt to brush out areas of matting larger than a 50p as this would cause severe discomfort to the dog.

The owner (or other responsible person) agrees to inform Ingleby Dog Grooming prior to grooming if the dog has bitten or has aggressive tendencies towards people or other dogs.

The owner (or other responsible person) agrees to inform Ingleby Dog Grooming prior to grooming if another groomer has refused to groom due to the dogs temperament.

The owner (or other responsible person) agrees to inform Ingleby Dog Grooming prior to grooming if the dog is known to be reactive to grooming tools ie. brushes, combs, nail clippers, hair dryer, clippers.

Ingleby Dog Grooming reserves the right to muzzle your dog or ask you to muzzle your own dog or to refuse to groom it if it represents a danger to our staff or other dogs in the shop.

Unless this has been discussed and agreed beforehand we reserve the right to turn your dog away without grooming it.

We draw your attention to The Dangerous Dogs Act 1991. If we are unable to complete a groom due to behavioural problems or aggression you will be charged 50-100% of the price of a full groom depending on the time spent before the procedure had to be abandoned.

If the groom requires the assistance of a 2nd member of staff for an extended period of time an additional £25 per hour handling fee will be charged at our discretion.

We do not groom large powerful breeds that may be difficult to control in stressful circumstances and reserve the right to refuse to groom.

Although extremely unlikely, accidents can happen during grooming. In the event of an accident or serious medical issue arising during your pet's groom Ingleby Dog Grooming will administer first aid and/or seek emergency veterinary treatment.

Working with animals and sharp tools, minor but common grooming related accidents can involve; accidentally cutting the quick of the nail, accidentally catching ears or tongues, or accidentally catching warts or lumps.

All costs will be at the owner's expense unless proven to be an issue caused by the neglect of Ingleby Dog Grooming. Our registered vet is Jacqui Patterson (Preston Farm).

All owners should make themselves contactable whilst the dog is in our care and ensure contact numbers are kept up to date.

All owners should familiarise themselves with their own vets contact details incase of emergency.

Elderly or frail dogs or dogs with chronic health conditions may succumb to the stress of the groom or separation from the owner. We would ask that owners seriously consider their elderly or frail dogs wellbeing prior to booking. In the highly unlikely event of sudden death or collapse the owner will be contacted immediately, as part of our emergency procedure.

As per the Veterinary Surgeons Act 1966, anyone may perform first aid on an animal, to preserve life, prevent suffering or prevent the deterioration of the patients condition. All staff are trained in emergency first aid for dogs. We would strongly recommend that all owners have appropriate insurance in place for their pets.

We work on a strict appointment only basis. Therefore it is important to try to arrive on time for your appointment. If you arrive more than 15 minutes late for an appointment it will be classed as a cancellation and you may be required to re-book for another time and day. You may be asked to pay a cancellation fee and also asked to pay in advance for your next appointment.

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 advisable not to enter the shop 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 may incur an extra charge of £5 every 15 minutes or part of as this could prevent the groomer from starting work on the next dog.

If you need to cancel your appointment we ask that you respect the fact that as a small business we may find it difficult to fill your appointment at short notice. Please give at least 48 hours notice.

Customers who persistently 'no show' or same day cancel may be refused future appointments at the discretion of the management.

Cancellations or reschedules within 24 hours of the appointment will be charged a cancellation fee = 50% of the cost of the groom.

No shows will be charged a fee = 100% of the cost of the groom.

Staff do not have the authority to waive these fees and any queries should be directed to a manager.

In the event of an unplanned emergency the business may need to cancel or reschedule your appointment.

This could be, but not limited to: staff sickness, extreme weather conditions, breakdown in staff transport, technical or mechanical failure of essential equipment, government restrictions or other unforeseen circumstances.

Customers will always be notified at the earliest possible opportunity and the appointment will be rescheduled either to an appointment with an alternate member of staff or an alternate date or time.

Customers who have paid in advance will be entitled to a refund which will be processed as soon as possible following cancellation.

The below are standard fees which may be applied to the cost of the groom.

• Late Pick Up Fee: £5.00 for every 15 minutes.

• No Show Fee: 100% of the cost of the groom.

• Cancellation Fee (within 24 hours: 50% of the cost of the groom.

• Reschedule (within 24 hours): 50% of the cost of the groom.

• Flea Bath: £5-£10 depending on severity of flea infestation.

• De-Matting Fee: £5-£25 depending on the severity of the matting.

• Abandoned Grooms: 50-100% of the cost of the groom if the groom is abandoned due to the dangerous nature of the dog.

• Dangerous/Difficult Dogs: £25 per hour handling fee will be charged if another member of staff has to be taken away from their normal duties to assist with the groom.

We ask that the owner (or other responsible person) who collects the dog checks the dog whilst in store and raises any queries about the groom immediately with a member of staff.

We can often correct minor imperfections straight away, for example a stray hair, trimming more off the tail or face.

If you are dissatisfied with your dogs groom after returning home we ask that any further queries are raised by the person who dropped off or collected the dog within 24 hours of the groom. You will be invited back into the salon to discuss the groom with a manager at your convenience.

We would remind customers that the owner (or responsible person) who drops off the dog for grooming should be able to communicate clear instructions to the groomer and be able to explain the owners desired style. If a third party does drop off the dog on the behalf of the owner we do not accept any responsibility for mis-communication of instructions.

Our shop and salon is covered by CCTV and in the event of any dispute regarding styling, behaviour or safety of the dog in our care we can review the CCTV footage and the owner will be invited in to view it with a member of management.

By attending your appointment and agreeing to our Terms and Conditions you are consenting to us using before and after photos of your dog on our website, social media and advertising literature. If you would prefer us not to use photos of your dog please let us know in advance.

Ingleby Pet Supplies are members of the Pet Industry Federation.

Ingleby Dog Grooming are members of the Pet Industry Federation and BIGA.

Our registered vet is Jacqui Patterson, Preston Farm, Stockton.

We are insured through Protectivity - please note our insurance does not cover us for expressing Anal Glands.

Ingleby Dog Grooming LTD Company number 10218443 is owned by Ingleby Pet Supplies LTD.

We employ 2 experienced dog groomers who have had a mixture of on the job and industry specific training during their grooming careers.

By attending your appointment you are agreeing to our Terms & Conditions.