Tails of Hartwell: Terms and conditions 

Thank you for booking with Tails of Hartwell. By booking with us you agree in full to the terms and conditions shown below. 

Free consultations 

Free 15-minute consultations are required for new client bookings for Cat grooms and hand-stripping to allow us to assess areas of behaviour and coat condition. This enables us to give an accurate guide for length of time required to carry out the groom and pricing. 

Grooming: Health status and behaviour 

Please notify Tails of Hartwell of any medical conditions or changes in health status when booking an appointment. This enables us to tailor the grooming process to your pets' requirements. General health checks will be completed during the grooming process. Staff will endeavour to notify you of any findings and advise seeking veterinary advice/treatment where appropriate.  

No liability will be accepted by Tails of Hartwell when a health issue is discovered or aggravated by any part of the grooming process. Please notify Tails of Hartwell at the time of booking of any behavioural issues and any previous reactions to the grooming process. This ensures the safety of staff and enables us to provide a calm environment and positive experience for your pet.  

No liability will be accepted by Tails of Hartwell for the occurrence of injury due to difficult or aggressive behaviour. Staff will endeavour to complete the grooming process to the best of their ability within your pet's tolerance levels. 

Tails of Hartwell reserve the right to end the grooming process before completion and this will be charged in full. 

Advice of appropriate action going forward will be given. This may include desensitisation appointments to acclimatise your pet to the process before a full groom can be completed. 

Healthy treats may be used – please advise Tails of Hartwell of any dietary requirements or allergies. 

Staff hold current Animal first aid qualifications which are updated regularly. In case of emergency, you consent to staff providing first aid to your pet and contacting your veterinary surgery if required. Tails of Hartwell will not be liable for any expenses or fees incurred as a result of the grooming process. 

De – Matting 

Additional costs will be incurred for excessive knotting and matting of the coat. The De-Matting process requires expertise, additional time and impairs equipment which increases our costs. Tails of Hartwell will not be held liable for any post-groom effects. 

Parasites 

Additional costs will be incurred for flea and tick removal due to additional time and equipment requirements. The salon and all equipment will also need to be disinfected and fumigated. 

Teeth cleaning 

Teeth cleaning is only conducted when requested and an additional appointment has been booked. Tails of Hartwell use the Cleany Teeth Ultrasound Dental. This is a non-invasive, silent procedure which uses ultra sonic technology creating nano bubbles to combat plaque and tartar formation, oral cavity diseases, gingivitis, periodontitis and bad breath. It is also abrasion-free so doesn’t hurt the enamel.  

Cat grooming 

Cat grooms are scheduled to ensure a calm and relaxed environment with no dogs present. A free 15-minute consultation is mandatory to assess your cats coat and behaviour prior to the groom. We will complete as much of the groom as possible but if your cat isn't tolerant and the process is causing distress, we reserve the right to end the session and complete the groom in full on another day, this may incur additional costs.  

Puppy Grooming 

Available from 12 weeks of age and up and have completed their full course of vaccinations. Puppy grooms are age restricted up to 6 months of age. Older dogs will be prices as a full groom.  

Senior Grooming 

As pets age they may find it more difficult to stand for extended periods of time. This may result in the groom taking longer or multiple visits to ensure a positive experience for all. Alternatives to a full groom may be suggested where appropriate.  

Bookings/Deposits/Cancellations/Missed Appointments and Pricing 

A deposit of £20.00 per dog will be taken at the time of booking for all services provided by Tails of Hartwell. The deposit can be used as part payment or rolled over for future appointments. Deposits are non-transferable unless a minimum of 48 hours' notice is given to re-schedule the appointment. 

By booking with Tails of Hartwell you agree to arrive on time to your appointment and collect your pet promptly. 48 hours' notice is required for all appointment amendments or cancellations. Late cancellations will incur a charge and/or loss of deposit. Missed appointments will be charged at full cost. Late arrival and collection may incur additional charges.  

All prices quoted are an estimate and can be subject to change dependent on the circumstances on the day. All grooming duration times are an estimate and can be subject to change depending on the day. Please discuss your requirements/expectations with Tails of Hartwell on arrival. Advice and suggestions can be given if required.  

Payment must be received in full on the day of the appointment. Please make staff aware at the time of collection if you would like any alterations made to the length/shape and we will do our best to rectify the issue to your satisfaction. 

General 

Parking is available at the front of the building. Please be respectful of our neighbours. 

All pets must arrive under control. This can include collar, lead and/or harness for dogs and a secure basket for cats and small animals.  

All pets must be fully vaccinated and up to date with flea and worming preventatives.  

Please make sure all pets are given ample opportunity to toilet before their appointment. All waste must be picked up and disposed of appropriately. Additional charges will be incurred where this has not happened. 

Social Media 

We reserve the right to take and use pictures/videos of your pet for social media, advertising and training/educational purposes. If you do not wish for pictures of your pet to be used for this purpose, please notify us on arrival. 

Matted Hair  

It is the owner's duty of care to maintain their pet's coat. This may be done at home or with professional grooming appointments. Every effort will be made to comb through matted areas where possible. Excessive combing of densely matted fur is painful and traumatic for your pet. Therefore, we allow a maximum time of 15 minutes, and this will only take place if staff feel it is not causing any distress or pain. All staff follow the guidelines set in the Animal Welfare Act (2006).  

If this has not been effective, then the area/s will need to be clipped off. Clipping/shaving is a quicker process that minimises discomfort and potential distress. 

Why is it necessary? 

Severe matting is considered a welfare concern due to the impacts on health, behaviour and comfort. Matted fur reduces air flow to the skin and can lead to a number of health conditions including: 

Skin irritation and itching – fungal, bacterial and yeast infections 

Parasites; including fleas 

Moist eczema 

Hotspots and sores 

Eye and ear infection 

Difficulty moving if matting occurs around joints/under armpits 

Severe matting restricts blood flow and may lead to limb amputations. 

De-matting allows for any issues to be addressed and your pets coat can be maintained easily as it regrows. 

Important Information 

If your pet becomes distressed during this process, we reserve the right to ask you to return another day so that the process can be completed. It is likely that this process will dramatically change the appearance of your pet and that the hair will be very short and close to the skin. The skin may feel ‘suede’ like and be pink in colour. Whilst this may be visually upsetting, your pet will be much more comfortable. The hair will regrow, and staff will work with you to achieve a style you are happy with going forward. 

Skin irritation/shaving rash, nicks and cuts may occur due to clipping very close to the skin. Skin redness, itching and self-inflicted irritation may occur afterwards. Aloe Vera/witch hazel gel can be applied to affected areas at your discretion. 

Tails of Hartwell will not be held liable for any misfortune occurring during the process or post groom effects. Please be aware Terms and Conditions are also applicable. 

If you are struggling to maintain your pets coat, we can offer advice, guidance and demonstrations to assist at home. Booking regular grooming appointments will prevent any reoccurrence.  

We always do everything we possibly can to make sure your pets time in the salon is as pleasant as possible. Unfortunately, occasionally grooming can expose a previously hidden medical issue, or aggravate a current one. This can happen during or after grooming. 

It is possible that an accident could occur during grooming. Upmost care and caution will always be taken, but cuts, scratches, nicks and quicking of nails could occur. Tails of Hartwell will not be responsible for any conditions or problems discovered during grooming. 

Tails of Hartwell will not be responsible for accidental death of the pet as a result of any pre-existing health condition. 

Should Tails of Hartwell determine at its sole discretion, that urgent veterinary care is required, I agree to pay all associated fees and costs. If my pet's vet is not available, I authorise Tails of Hartwell to use its chosen veterinary practice. Tails of Hartwell will not be liable for any after grooming effects of de-matting clipping or brushing procedures, or problems uncovered on a badly matted or otherwise neglected coat including, but not limited to, skin redness, itchiness, or self-inflicted irritations from excessive external scratching or rubbing. Time and costs associated with de-matting are unpredictable. I agree to pay whatever fees are incurred as a result of de-matting. Whether a dog has matted fur is at the sole discretion of Tails of Hartwell. 

I agree that I have truthfully informed Tails of Hartwell if my pet has ever bitten another animal or human, or if they have any other aggressive tendencies. I agree and understand that I will be held solely responsible for any injury, harm or damage to property caused by my pet. 

Tails of Hartwell reserves the right to refuse to groom a pet in an unsatisfactory state, including but not limited to, behavioural issues, fleas, ticks, other parasites or kennel cough. 

Tails of Hartwell operates a strict policy on missed appointments and I agree to that if I need to change an appointment, I will notify Tails of Hartwell no less than 48 hours before the booked appointment. If insufficient notice is given, I agree to pay 50% of.