TERMS AND CONDITIONS OF SERVICE

 

KEY INFORMATION AT A GLANCE

• Clients who haven’t visited in 6 months will be classed as new clients and added to the waiting list
• Prices are based on a well-maintained coat, good behaviour, and regular grooming
• Matted coats will incur additional fees and may require clipping
• 48 hours’ notice is required for cancellations
• Less than 48 hours’ notice = 50% fee
• No-shows or same day cancellations = 100% fee
• Fleas incur a £30 charge
• Appointments are strictly one-to-one. Please don’t arrive more than 5 minutes early or late to collect your pet.
• Cats are groomed on a tolerance-based, welfare-first approach

CLIENT STATUS

Clients who have not visited within 6 months will be reclassified as new clients and may be added to a waiting list. Priority is given to clients on a regular grooming schedule.

PRICING & QUOTES

All prices are estimates and assume:

• A well-maintained coat free from matting and tangles
• A pet that is regularly groomed
• A pet that is well behaved and tolerant of grooming
• A pet of standard size for its breed

Final pricing will be confirmed once your pet has been assessed in person.

Additional charges may apply for:

• Matting
• Behaviour or handling difficulties
• Fleas or parasites
• Extra time or specialist work

Payment is due in full at collection.

CAT-SPECIFIC POLICY

Cats are groomed using a calm, one-to-one, sedation-free approach.

Grooming is carried out based on your cat’s tolerance. If at any point your cat becomes overly stressed, aggressive, or unsafe to handle, the groom may be stopped or adjusted. You will be charged for the work completed.

Purrs and Paws follows a welfare over aesthetics approach. This means your cat’s comfort and safety will always come before achieving a specific finish or style.

MATTING POLICY

We follow the Animal Welfare Act and do not believe in de-matting if it causes pain or distress.

Minor knot removal may be attempted where it can be completed quickly and comfortably. Matted coats will not be brushed out and will require clipping for welfare reasons.

Matted cats may require close clipping, including lion clips (cats), which can significantly change your cat’s appearance.

Shaving may also reveal pre-existing skin conditions such as irritation, redness, or sores that were hidden beneath the coat.

Additional charges apply for matting.

CANCELLATIONS & NO-SHOWS

A minimum of 48 hours’ notice is required to cancel or rearrange an appointment.

• Less than 48 hours’ notice: 50% of groom price
• No-show or same day cancellation: 100% of groom price

Fees must be paid before another appointment can be booked.

Appointment reminders are sent as a courtesy. It remains the owner’s responsibility to attend.

Cats: Outdoor cats must be kept indoors the night before the appointment. 100% of the booked groom price payable if the appointment is missed.

TIMEKEEPING

Appointments are strictly one-to-one.

Please:

• Do not arrive more than 5 minutes early
• Arrive on time for collection when advised

This helps maintain a calm, controlled environment for all pets.

FLEAS & PARASITES

If fleas are found, a £30 fee will be added to cover treatment, cleaning, and to prevent flea infestations or fleas being passed to other pets.

BEHAVIOUR

Owners must inform us of any history of aggression or behavioural concerns.

For safety, we may use appropriate handling techniques or protective equipment.

If your pet becomes unsafe to groom, the session may be stopped. You will be charged for the work completed.

An additional charge may apply for difficult or aggressive pets.

For safety, all cats will have their claws clipped before grooming.

HEALTH & WELFARE

By booking, you confirm your pet is fit and healthy.

We are not veterinary professionals. Any concerns identified during grooming will be advised, and it is the owner’s responsibility to seek veterinary care.

We are not liable for issues resulting from:

• Pre-existing conditions
• Matting
• Skin sensitivity
• Undisclosed health or behavioural issues

Grooming elderly pets is undertaken entirely at the owner’s risk.

ACCIDENTS

While every care is taken, grooming involves sharp equipment and animals that may move unexpectedly.

Minor cuts, nicks, or scratches are possible.

Any known injuries will be discussed at collection. If you notice anything after leaving, please contact us within 24 hours.

EMERGENCY VETERINARY CARE

If your pet becomes unwell and you cannot be contacted, you authorise Purrs and Paws to seek veterinary treatment at your expense.

TOILETING

Please ensure your pet has had the opportunity to toilet before arrival.

Dogs must be cleaned up after if toileting occur outside the property.

EMMI-PET TEETH CLEANING

Emmi-Pet is not a substitute for veterinary dental care.

• Initial session required if more than 6 months between visits
• Toothbrush heads are disposed of after 6 months of inactivity
• Replacement heads cost £10

We are not responsible for issues related to pre-existing dental conditions.

Should any concerns regarding your dog’s teeth be discovered during or after the plaque removal, the owner agrees to seek appropriate veterinary care.

FEEDBACK

If you are unhappy with any aspect of your pet’s groom, please let us know before leaving.

We are happy to make reasonable adjustments where possible or note preferences for future visits.

PRIVACY & DATA (GDPR)

Your data is stored securely and never sold to third parties.

We collect:

• Owner contact details
• Pet details and medical information
• Grooming history
• Photos/videos

Your data is used for:

• Appointments and reminders
• Internal records
• Emergency contact if required

Data is stored securely for up to 1 year after your last visit.

You have the right to access, amend, or request deletion of your data at any time.

Contact: info@purrsandpaws.co.uk

AGREEMENT

By booking an appointment, you confirm that you have read, understood, and agree to these Terms and Conditions.