1. Booking & Acceptance of Our Terms

By booking an appointment with Oakley Grooming Ltd, you confirm that you have read, understood and agree to these Terms & Conditions.

These terms are designed to help us provide a safe, professional and consistent service while protecting the welfare of your pet, our team and other animals within the salon.

If you have any questions about these terms or your pet's appointment, please speak to a member of our team before your appointment.

2. Your Pet's Health & Welfare

The health, safety and welfare of every pet in our care is our priority.

Grooming can sometimes reveal medical or health conditions that were not visible before the grooming process. Grooming may also aggravate an existing condition, particularly where the condition is hidden beneath a coat.

Owners are responsible for informing us of any known or suspected:

• Medical conditions

• Allergies or skin conditions

• Previous injuries or surgery

• Seizures or other medical episodes

• Joint or mobility problems

• Behavioural concerns

• Sensitivities or areas that may be painful

• Medication currently being given

• Previous adverse reactions to grooming, products or equipment

Please tell us about any changes in your pet's health or behaviour before their appointment.

If we believe that grooming may pose a risk to your pet, we may alter, shorten, postpone or stop the groom. Where appropriate, we may recommend that you seek veterinary advice before grooming can continue.

We will always aim to minimise stress and discomfort and will prioritise your pet's welfare throughout their visit.

3. Accidents & Pre-existing Conditions

Although we take reasonable care and use appropriate grooming techniques, grooming is carried out on live animals and there is always an element of risk.

Depending on the individual pet and the circumstances, minor incidents can occur, including but not limited to:

• Small cuts, nicks or grazes

• Nail quicking or minor bleeding

• Skin irritation

• Temporary redness

• Clipper irritation

• Accidental scratches

• Discomfort associated with handling, coat condition or grooming

Where appropriate, we will inform you of any incident or concern identified during your pet's appointment.

Grooming may also reveal problems that were previously hidden beneath the coat, including skin conditions, lumps, wounds, parasites, infections or other abnormalities.

We cannot be responsible for previously existing conditions or health problems that are discovered during or following grooming, provided reasonable care has been taken.

If your pet experiences a medical emergency while in our care, we will take reasonable steps to safeguard them and may contact you and/or seek veterinary assistance where necessary.

4. Vaccinations, Fleas & Worms

We strongly recommend that dogs attending the salon are appropriately vaccinated and that routine veterinary-prescribed flea and worming treatments are kept up to date.

Although we maintain appropriate hygiene and cleaning procedures, no salon environment can eliminate the risk of exposure to infectious conditions. Oakley Grooming Ltd cannot accept responsibility for illness or infection contracted outside of our reasonable control.

If fleas are found on your pet during their appointment, grooming will continue where it is safe and appropriate to do so. Additional charges may apply for flea-defence bathing, salon clean-down and additional environmental flea spray. The minimum additional charge is £10.

Additional charges may apply where extra cleaning, treatment or time is required.

It remains the owner's responsibility to manage flea infestations and ensure appropriate veterinary treatment is provided where necessary.

5. Preparing Your Dog for Their Appointment

Normal Coat Condition

Our prices are based on dogs arriving in a clean, dry and reasonably maintained coat.

Owners are expected to maintain their dog's coat between professional grooming appointments, including regular brushing and combing appropriate to the breed and coat type.

Where a coat has not been maintained and requires substantially more time, handling, washing, drying, brushing or de-matting, additional charges may apply.

Our standard pricing is generally based on dogs attending on an 8-week interval or less. Appointments beyond 8 weeks may incur additional charges depending on the condition of the coat and the work required.

We cannot guarantee that a particular hairstyle can be achieved if the condition of the coat does not allow it.

6. Matted & Neglected Coats

Where a dog's coat is severely matted, compacted or otherwise unsuitable for the requested groom, we may recommend or require the coat to be clipped shorter or shaved off. Our priority will always be the welfare of the dog rather than maintaining a particular hairstyle.

Removing a heavily matted coat can reveal problems that were previously hidden, including redness, wounds, sores, parasites, skin irritation, bruising or other abnormalities.

Following the removal of severe matting, temporary skin irritation or other complications may occur. These can include, but are not limited to:

• Redness or irritation

• Itchiness

• Skin abrasions

• Moisture-related skin problems

• Haematomas

• Pyoderma

• Pyo-traumatic dermatitis

• Other skin conditions associated with a previously compromised coat or skin

We take reasonable care when removing matted coats, but we cannot be responsible for problems caused by the pre-existing condition of the coat or skin.

A shave-down or substantial de-matting may require significantly more time and may therefore incur additional charges. Additional grooming time is charged at approximately £6 per 10 minutes. As a guide, mild matting may incur around £6 extra; intermediate de-matting or length alteration may incur around £12 extra; and a clip-off due to matting may incur around £18–£24 extra, depending on the time required.

For welfare and record-keeping purposes, we may photograph or video severely matted or neglected coats and may retain a sample of removed coat where appropriate.

7. Behaviour & Safety

Owners must inform us before booking if their pet:

• Has previously bitten a person

• Has attempted to bite during grooming

• Has aggressive or unpredictable behaviour

• Has a history of difficult grooming

• Is particularly anxious or fearful

• Requires medication or other assistance to manage grooming

• This information allows us to assess whether we can safely provide the service.

We reserve the right to:

• Use appropriate restraint or handling methods

• Use a muzzle where considered necessary and appropriate

• Ask an owner to provide/use their pet's muzzle

• Modify or shorten the groom

• Stop the grooming process

• Refuse or decline future appointments

If a pet cannot be safely groomed, we will prioritise the safety and welfare of the pet and our team.

Where a groom has been cancelled or stopped because relevant behavioural information was not disclosed in advance, the applicable appointment charge may still apply.

8. Toileting

Please give your dog an appropriate opportunity to relieve themselves before arriving at the salon.

If your dog urinates or defecates during their appointment, additional cleaning may be required. If a further bath or additional grooming time is necessary, an additional charge may apply.

Please clean up and dispose of any mess your dog makes outside the salon using the facilities provided.

9. Additional Grooming Services

Anal Gland Expression

Our team is trained in external anal gland expression only; we do not perform internal gland expression.

This service is not routinely included with every groom and should only be requested where your veterinary professional has advised that your pet requires regular external expression.

Anal gland expression must be requested at drop-off for each appointment. There is a charge of £7.

If we believe the glands appear abnormal, impacted, infected or otherwise unsuitable for expression, we will not proceed and will recommend veterinary attention.

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Ear Plucking

We can offer ear plucking for breeds where ear hair removal is appropriate as part of their grooming routine.

Ear plucking will only be carried out where the ears show no visible signs of:

• Infection

• Inflammation

• Irritation

• Excessive wax build-up

• Other concerns that may make plucking unsuitable

If we have concerns about the condition of the ears, we will not pluck them and will recommend veterinary assessment.

Only hair that is visible and safely accessible from the outer ear area will be removed. We will not pluck hair from deep within the ear canal.

Ear plucking can cause temporary irritation and, in some circumstances, may contribute to ear discomfort or infection. Although we take reasonable precautions, we cannot be responsible for ear problems that arise from an underlying condition or develop following the service.

We strongly recommend that dogs do not swim or have their ears submerged in water for at least 48 hours following ear plucking.

We reserve the right to decline ear plucking where our groomer considers the ears, skin or coat unsuitable for the service.

By requesting ear plucking, you acknowledge the potential risks associated with the service.

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Teeth Cleaning & Canine Dental Assessment

Oakley Grooming Ltd offers Emmi-Pet ultrasonic teeth cleaning as an additional service alongside a groom or as a standalone appointment.

Before cleaning, each dog will receive a visual dental assessment to determine whether the service is suitable and, where appropriate, which level of cleaning is required. These levels are for grooming-service planning only and are not a veterinary dental grading or diagnosis.

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Suitability for Teeth Cleaning

Teeth cleaning may not be suitable where there are signs of significant dental disease, tartar or plaque affecting the gums, inflamed or bleeding gums, loose or damaged teeth, pain or other concerns that make ultrasonic cleaning inappropriate.

We reserve the right to refuse or stop the service at any stage. Where concerns are identified, we may recommend veterinary assessment before further teeth cleaning is carried out.

The removal of visible plaque or tartar may reveal underlying dental or gum problems that were not previously visible. Every dog is assessed individually, and suitability may change between appointments.

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Oakley Grooming Ltd and its staff are not veterinary professionals and cannot diagnose or treat dental disease. We will not knowingly attempt to treat or interfere with dental conditions outside the scope of our service.

By requesting teeth cleaning, the owner acknowledges that the service is a grooming service, not veterinary treatment, and that veterinary treatment may be recommended where concerns are identified.

The operator is not a veterinarian and does not provide veterinary dental diagnosis or treatment.

10. Pricing & Payment

All prices provided by Oakley Grooming Ltd are estimates based on the information available when the appointment is booked.

The final price will be determined on the day based on the work required.

Additional charges may apply where a pet requires:

• Additional grooming time

• Additional washing or drying

• De-matting

• A substantial change from the booked groom

• Additional handling

• Additional staff assistance

• A shave-down

• Cleaning following toileting accidents

• Flea-related cleaning or treatment

• Other work outside the standard service

Where a dog is known in advance to require additional handling, this will usually be discussed and priced into the service when booking. Where another member of staff needs to assist unexpectedly on the day, this does not normally result in a separate handling charge; the service price may instead be adjusted slightly, and future appointments may be priced to allow for the additional handling required.

We will endeavour to discuss significant additional charges with you where reasonably possible.

 

Deposits

A 50% deposit of the expected appointment cost is required to secure a booking unless otherwise agreed. This deposit must be paid at the time of booking.

If the required deposit is not received, the appointment will not be secured and may be released. Appointments booked for the following day require immediate payment of the deposit.

Where an appointment is cancelled or rearranged with more than 48 hours' notice, the deposit may be transferred to a new appointment or refunded if no replacement booking is made.

Where an appointment is cancelled with less than 48 hours' notice, the 50% deposit will normally be retained as the applicable cancellation charge.

For a missed appointment, the remaining 50% of the expected appointment cost may be requested to settle the full appointment charge. Where a card has been authorised and held on file, we may charge the outstanding amount to that card.

Payment

Payment is due in full at the end of your pet's treatment.

We accept:

• Cash

• Card

• Bank transfer where agreed in advance

Where bank transfer has been agreed, payment must be cleared before the appointment. Proof of payment may be requested.

11. Cancellations, Rescheduling & Missed Appointments

Cancellations

We require a minimum of 48 hours' notice for cancellations or appointment changes.

When given more than 48 hours’ notice, your appointment may be cancelled or rearranged without a cancellation charge, subject to availability. Any deposit may be transferred to a new appointment or refunded if no replacement booking is made.

When less than 48 hours' notice is given, a charge of 50% of the original appointment cost will normally apply, and the deposit will be retained against this charge.

Cancellations made on the day of the appointment may be charged at the full appointment cost.

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Missed appointments

A missed appointment will normally require payment of the full appointment cost before another appointment can be booked. Where the 50% deposit has already been paid, the remaining 50% may be requested or charged to an authorised card on file.

Where an appointment is repeatedly missed or cancelled at short notice, we may require full payment in advance for future bookings.

Cancellation charges may be adjusted at Oakley Grooming Ltd discretion in exceptional circumstances.

12. Collection & Late Collection

We are unable to provide a dog day-care service.

Your pet should be collected at the agreed collection time, or within 60 minutes of the grooming appointment ending. Where your pet remains with us beyond this period, a £10 per hour or part-hour sitting charge may apply.

If collection takes place after the salon has closed, an additional charge of £5 per 10 minutes, per staff member required to remain on the premises, may apply.

Please contact the salon as soon as possible if you know that you will be late collecting your pet. Repeated late collections may result in future appointments being subject to alternative collection arrangements or additional charges.

13. Checking Your Pet's Groom

Please check your pet's groom and possessions when collecting them.

If there is anything you would like us to look at or adjust, please speak to a member of the team before leaving wherever possible. We want every customer to be happy with their pet's groom and will always try to rectify genuine issues where reasonably possible.

If you notice an issue after leaving the salon, please contact us within 48 hours. Requests made after this period may require your pet to be rewashed or additional work to be carried out, which may be chargeable.

Changes to a groom that are made because of a change of preference after the appointment may also be chargeable.

14. Photography & Video

We may photograph or video your pet before, during or after their grooming appointment where reasonably necessary.

Photographs may be taken to document your pet's condition, including matting, injuries, marks, skin concerns or other matters identified during the appointment. Such images may be retained as supporting documentation and to protect both you and Oakley Grooming Ltd should a concern or dispute arise.

We may also take photographs or videos of pets following a groom for Oakley Grooming Ltd social media, website, advertising or other promotional content.

If you do not want your pet to appear in marketing photographs or videos, please let us know.

Owners are responsible for keeping their own pet records up to date where the relevant system allows them to do so.

15. Personal Information & Data Protection

We collect and process personal information that is necessary to manage your appointments, provide our services, communicate with you and maintain appropriate business records.

Information may include your name, contact details, pet information, appointment history and relevant information provided about your pet.

Your information is managed using our booking and business management systems, including Savvy Pet Spa.

For information about how personal data is collected, stored, used and protected, please refer to the Savvy Pet Spa Privacy Policy and our applicable privacy information.

We will not sell your personal information.

16. Our Right to Refuse or Stop a Service

We reserve the right to refuse, alter or stop a grooming service where we reasonably believe that continuing would:

• Compromise the welfare of the pet

• Put the pet, staff or other customers at risk

• Require treatment outside the scope of our services

• Be inappropriate due to the pet's health or condition

• Be unsuitable due to the pet's behaviour

• Cause unreasonable distress or discomfort

Where a groom cannot safely be completed, the amount payable will depend on the circumstances and work already carried out.

Where appropriate, we may recommend veterinary treatment or another professional service.

17. Animal Welfare

Oakley Grooming Ltd takes the welfare of every animal in our care seriously.

All grooming decisions will be made with the welfare of the individual pet in mind.

We will not knowingly continue a grooming procedure where we believe that doing so would cause unreasonable distress, discomfort or risk to the animal.

Where necessary, we may change the requested style or service to achieve a safer and more appropriate outcome.

18. Advice Between Appointments

We are always happy to offer general advice on grooming, coat maintenance, brushing tools and suitable grooming products.

However, grooming advice does not constitute veterinary advice.

If your pet has a suspected medical, skin, ear, dental or other health condition, you should seek advice from your veterinary professional.

19. Agreement

By booking an appointment with Oakley Grooming Ltd, you confirm that:

The information you have provided about your pet is accurate to the best of your knowledge.

• You have informed us of any known health, behavioural or grooming concerns.

• You understand that grooming carries inherent risks.

• You understand that additional charges may apply where additional work is required.

• You agree to comply with our cancellation, payment and collection policies.

• You have read and agree to these Terms & Conditions.

Our priority is always to provide a safe, professional and enjoyable grooming experience for both you and your pet.

Thank you for choosing Oakley Grooming Ltd.