Scruffy to Fluffy Dog Spa

Terms and conditions of service

By booking a groom/spa session with us, you, the customer understands & consents to the following terms and conditions below:

Current Vaccinations:

You, the customer, confirm that when bringing your dog in for a spa/grooming session that they are up to date with vaccinations for Distemper, Hepatitis, Parvovirus and Leptospirosis. You agree to provide proof of vaccination to Scruffy to Fluffy Dog Spa if required.

We request that puppies are not brought into the dog spa until two weeks after the date of their last vaccination.

We request that dogs receiving their annual booster vaccinations wait 48 hours before attending any appointments at the dog spa.

Consent-based Grooming:

At Scruffy to Fluffy Dog Spa we follow the principles of consent-based grooming. This means we put the welfare, comfort and safety of dogs in our care above the requirement for an aesthetically pleasing, or even completing a groom. Humanity over vanity.

In practice this means we will not push a dog through a grooming process before they are ready for it, or if we feel there will be a long-term detrimental impact to their emotional health, in their trust in grooming, or in their groomer. Your dog will only ever be groomed according to its tolerance of the process. If your dog is fearful of any of the procedures employed during grooming, a workaround or alternative approach will be employed wherever possible.

Because of this, we always make best endeavours to complete a groom but cannot guarantee what can be done at each appointment. We ask for your understanding and patience when some things are not possible or take longer to achieve in order to create a positive impact on your dog’s association with grooming.

At Scruffy to Fluffy Dog Spa we also see your dog as an individual. They have their good days and bad days. Factors outside of grooming may contribute to the stress they are feeling while inside the salon. Because of this we cannot guarantee exactly the same finish per groom and there may be days where your dog needs more time to complete their groom than usual. We will always be honest and communicate if there is a change in their usual behaviour that may affect the time or outcome of the groom.

​Behaviours and poorly socialised dogs:

Nervous/Anxious Dogs
Although Scruffy to Fluffy Dog Spa aims to cater to dogs with nervous traits, you, the customer, have the obligation to inform us of any such behaviours in order for us to meet their needs to the best of our ability. Specifically, the customer must inform Scruffy to Fluffy Dog Spa if they have been advised by previous groomer(s) of any of the aforementioned behaviours.

We reserve the right to refuse service if we believe your dog may become a danger to itself or those within Scruffy to Fluffy Dog Spa. In the event any of these behaviours present during the spa session/groom the session may stopped at anytime and the full fee incurred.

Aggression
You, the customer, have the obligation to inform Scruffy to Fluffy Dog Spa of any known aggressive behaviour traits that their dog may have towards other animals or humans. Failure to disclose this information may result in refusal of further services.  In the event any aggressive behaviours are present during the spa session/groom the session may be stopped at anytime and the full fee incurred. Scruffy to Fluffy Dog Spa reserve the right to refuse to groom any dog at risk of harming staff or itself.

Dog bites

You must inform Scruffy to Fluffy Dog Spa prior to grooming if your dog has ever bitten or displayed aggression. If your dog is accepted for a grooming/spa session and displays aggression that Scruffy to Fluffy Dog Spa have not been informed of, the groom will be terminated immediately. You will be contacted to collect your dog. The full starting price of the spa session/groom will be levied.

If your dog should bite you agree to be responsible for all related medical and or Vet bills, loss of earnings and equipment damage.

We reserve the right to refuse service if we believe your dog may become a danger to itself or those within Scruffy to Fluffy Dog Spa.  

Your attention is drawn to the Dangerous Dogs Act.

Accidents, Health or Medical Problems:

You accept that grooming equipment is sharp, and that dogs wriggle and may be unpredictable. Scruffy to Fluffy Dog Spa exercises all due caution and care when grooming, but sometimes accidents happen. Examples of this are: skin irritation, quicked nails, nicks, cuts etc. By booking your dog in for grooming you consent to the groomer applying emergency first-aid treatment as appropriate. Scruffy to Fluffy Dog Spa will always notify you, either immediately or on collection, of any such incidents, and will record them in the accident log and in the dog’s individual grooming record. If a dog will not tolerate a process to the risk of their safety, we will end the groom or that part of the groom.

Sometimes, during or after a groom, an underlying medical problem may be exposed or a current one may be aggravated. Agreeing to these terms means that you, the Customer, grant permission for Scruffy to Fluffy Dog Spa to obtain immediate Veterinary treatment for your dog if the groomer thinks it necessary, and that you will cover all expenses for any such veterinary care. As such it is vital that you provide up-to-date and accurate information on the state of your dog’s emotional and physical health prior to the groom. Scruffy to Fluffy Dog Spa will not be held liable for injury or death arising from a pre-existing condition (known or unknown).

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Elderly Dogs:

Because senior dogs and dogs with health problems are at greater risk of stress and injury, these dogs will be groomed for cleanliness and comfort, using techniques and in styles that will not add to their stress. We highly recommend that you, the customer, seek the expert opinion of your Veterinarian with regards to whether or not your dog is fit enough to tolerate a spa or grooming session, prior to booking the appointment with Scruffy to Fluffy Dog Spa. By booking an appointment and bringing your dog to the appointment at Scruffy to Fluffy Dog Spa we will assume that you are confirming that your dog is fit enough to proceed with the package or service you are requesting at that time. If the groomer has any concerns about your dog’s ability to tolerate the session or, if they detect any signs or distress or discomfort they will stop and may also contact you to collect your dog early.

Pregnant Dogs:

Scruffy to Fluffy Dog Spa does not groom or provide Spa packages to pregnant dogs at the current time. Please do not book your dog in for an appointment if they are pregnant. If you bring a pregnant dog to Scruffy to Fluffy Dog Spa we will not proceed with the groom or Spa session and any deposit you have paid will not be refunded to you.

​Fleas, Ticks and Lice:

Scruffy to Fluffy Dog Spa aspires to maintain a tick and flea free environment. If you suspect your dog has fleas, ticks, lice or any other infectious disease, or if your dog is currently being treated for an infectious disease, you agree to notifying us and rescheduling your dog’s grooming appointment at such time your pet has been cleared by a vet.  if your dog is known to have a parasitic infestation, we ask that your spa/grooming appointment is rescheduled to a time when your dog is free from said infestation. A minimum of 48 hours notice must be provided to avoid a cancellation charge. We recommend that you contact your veterinary surgeon to provide you with the best recommended treatment.

If a small number of fleas are found on your dog (no more than 3), you consent to us using a flea shampoo. We will be required to do additional disinfection of our premises and equipment. Therefore, an additional £10 will be charged to your bill for a flea bath and disinfect. If ticks are found on your dog  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.

If we detect more than 5 fleas on your dog we will cease the groom/spa session and contact you immediately to collect your dog. The remaining cost of the groom spa/appointment will remain chargeable on collection.

Coat Condition and Matted Coats:

You, the Customer, agree that the health and welfare of your dog are your responsibility, including but not limited to the condition of their coat.

Matted coats in particular can be detrimental to a dog’s health and welfare. Mats restrict the flow of air to the skin and can trap moisture, which can cause irritation and sores. In severe cases, matting can impair circulation to a dog’s skin.

Where matting has been identified either pre or during a groom the customer will be contacted to be informed if a £10 matting fee will need to be applied to the appointment costs. For more details please view our Matting Policy.

Prices:

You accept that all prices quoted are based on an assumption about your dog’s size/weight when you make a booking and; they also assume your dog’s coat is in a reasonable condition; that they are on a regular grooming schedule appropriate for their breed and coat type, and have a temperament that tolerates being groomed.  All current prices are available here.

Additional fees may be added to the price of your groom/spa package based on, but not limited to, the following conditions relating to you and your dog(s):

• actual size/weight (for example: if a dog is bigger than the category you booked when assessed in person)
• length and type of coat (for example: different price for double coated dogs)
• coat condition (for example: matted or badly tangled coats)
• behaviour (for example, a boisterous dog may take longer time to calm down)
• tolerance of grooming processes (for example, dogs with particularly sensitive body parts)
• health issues (for example, skin conditions)
• late arrivals

Scruffy to Fluffy Dog Spa will make reasonable efforts to advise you upfront if additional fees apply. If a groom has to be stopped mid-way due to the dog’s behaviour or health issues, you agree to paying the full cost of the groom plus any applicable surcharges.

Drop-offs & Collections:

Scruffy to Fluffy Dog Spa offers exclusive use of the Spa facility and provides a bespoke one-on-one grooming service to every dog. Therefore, it is very important for the groomer and all customers that appointments run on schedule. As such, dropping off and picking up on time are mandatory.

For their own safety all dogs must be kept on a short lead when entering and leaving Scruffy to Fluffy Dog Spa. A ‘dog park’ is available in the reception area if you need your hands free to complete any forms, make purchases and complete payments.

Customers are only permitted to enter the entrance walkway and the reception area and, are kindly asked not to open the gate to or enter the Spa/grooming area. This is for your own safety, the safety of your dog and the groomer.

Always let us know ahead of time, if possible, if you think you might be late. Please message us to do this.

Arriving more than 15 minutes late to your appointment may result in an automatic cancellation of said appointment or, a reduced service due to the reduced time.

Anyone who is late for three or more appointments may be prevented from receiving grooming services.

Late collection will incur a fee of £5 after 15 minutes and £10 for every 15 minutes you are late thereafter. You will be required to pay this late collection fee before your dog is released back into your care.

If you are unable to pick up your dog yourself, please let your groomer know who will be picking up instead, along with their contact information and a photo if possible. If a photo cannot be provided the person collecting the dog will need to bring ID. We will not release any dogs into the custody of people who were not approved ahead of time.

Cancellations/ No Shows/ Missed Appointments: 

Because we only receive payment for dogs we groom, short notice cancellations and no-shows leave empty space in the day that could have otherwise been filled. To avoid this, we ask that any cancellations are made at least 48 hours in advance. Failure to adhere to this policy will result in a 100% cancellation fee.  Booking prior to 48 hours before the session can be amended or cancelled by the customer by logging into your account here.

We do understand that emergencies and unexpected happen – we are not unreasonable people – so please contact us if you think you will miss your appointment or are going to be late to collect.

Payment:

Scruffy to Fluffy Dog Spa accepts payment online and via bank card in the spa.

Payment, including all applicable surcharges as outlined in this agreement, are due in full on collection.

Use of Media:

Scruffy to Fluffy Dog Spa may take photos and/or videos of your pet may during the Spa session/grooming appointment. These are stored in a secure, password-protected location. These media are to show current condition, health concerns or a preferred style of coat.

You understand that photos and/or may be taken in case an injury occurs, to help understand the beginning condition of the coat, the nails, or any health ailments with the pet to determine why this injury happened. In the case of injury, you consent to Scruffy to Fluffy Dog Spa sharing these photos with the appropriate parties, including but not limited to, the overseeing Veterinarian’s office.

You consent to Scruffy to Fluffy Dog Spa using photos and/or videos of your pet for marketing and promotional purposes, including but not limited to, use on the website or social media sites. These media remain the property of Scruffy to Fluffy Dog Spa.

Privacy:

You can read our Privacy Policy here 

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 contact@scruffytofluffydogspa.co.uk

Hold Harmless Agreement:

By making a booking with us, you agree to hold Scruffy to Fluffy Dog Spa, its owners, employees and directors harmless from any damage, loss, or claim arising from any condition of the dog, either known or unknown to them. You understand and agree the terms of this agreement can change at any time, without notice, and will overwrite any prior versions. You understand this clause applies to any and all dogs groomed.

Waiver:

Knowing the above conditions may occur, I hereby release Scruffy to Fluffy Dog Spa and its employees from any injury, loss, liability, claims and/or otherwise which may arise directly or indirectly as a result of the above mentioned process and any and all medical problems and/or other conditions that may be uncovered and/or occur during and/or as a result of the process.

Once you have read and agreed to our terms and conditions please click to confirm this on the booking/appointment form (there is a tick/confirmation box for your ease).