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Terms of Service

Last updated: 13 December 2023

 

The Terms of Service have been prepared by Groom Guru Natural Dog Spa & Daycare Limited. Unless otherwise stated, “Groom Guru” means Groom Guru Natural Dog Spa & Daycare Limited, its employees and any of its affiliates. 

 

Groom Guru reserves the right to change the Terms of Service as we may deem necessary from time to time or as may be required by law. 

1. Introduction

At Groom Guru, our Approach encapsulates our commitment to ensuring that the wellbeing, health and safety of our customers’ dogs and Groom Guru’s employees will always be the priority. Based on the Animal Welfare Act 2006 (which makes it an offence to cause unnecessary harm to any animal and imposes a duty of care to ensure an animal’s welfare needs are met) our Approach aims to (i) provide holistic preventative care, (ii) be dog-centric to the core, and (iii) have sustainability as a focus. For more information about our grooming Approach, please refer to www.groomguru.co.uk/approach

 

Our Terms of Service reflect Groom Guru’s commitment to our Approach when providing any service at Groom Guru. It allows us to manage our business successfully while providing a safe and secure environment and ensures we can provide the best care for your dog. Please understand that every dog has its unique characteristics and circumstances, varying in aspects such as size, temperament and condition. As such, a real risk of adverse or unexpected outcomes is always present when working with your dog.  

 

To minimise any risks, Groom Guru’s employees are trained to assess each situation and balance this against our Approach to provide bespoke services. Our Terms of Service aim to enable you to better understand what to expect from your service, and the processes and principles in place at Groom Guru to ensure compliance with our Approach and the Animal Welfare Act 2006. Please note that Groom Guru will not agree to any procedure contrary to Animal Welfare Act 2006 obligations not to cause unnecessary harm. 

 

Therefore, we highly recommend that you take the time to read and understand our Terms of Service. It is your responsibility to inform us if you do not wish for specific procedures (such as shaving down double-coated dogs or muzzling aggressive dogs) to be undertaken on your dog and to understand any potential resulting consequences. 

 

You are required to agree to our Terms of Service before we can provide your desired service. In making an appointment, you agree to our Terms of Service. Please note that unless otherwise stated, the following terms apply without any exceptions. Groom Guru reserves the right to refuse service to any customer for any reason. 

2. Before your service 

 

Deposit: 

 

A 50% deposit is required for all our services. As final prices may vary depending on your dog’s size, condition and temperament, which we are unable to assess before your appointment, the deposit amount will be based on the minimum charge for your appointment. For example, a Full Groom for a small dog is £65 and above. The deposit is therefore 50% of £65 which is £32.50. 

 

Cancellation and rescheduling: 

 

Please understand that if you cancel or reschedule your appointment without giving enough notice, we are unable to adjust our appointment times and our customers are unable to receive our services. This is highly detrimental to a small, independent business like Groom Guru and significantly impacts our ability to provide the best possible service based on our Approach. Your consideration is greatly appreciated. 

 

Any cancellations or reschedules made less than 48 hours in advance of an appointment will result in the forfeiture of the deposit. 

 

Any cancellations or reschedules made more than 48 hours in advance of an appointment will receive a 100% refund on the deposit. 

 

Appointments may be cancelled or rescheduled by emailing Groom Guru at contact@groomguru.uk, or by accessing the Timely customer portal. Once complete, you will receive confirmation of the cancellation or rescheduling. 

 

Any exceptions will be considered on a case-by-case basis. 

 

Amendments to your appointment: 

 

Groom Guru is happy to assist you in changing your requested service after booking your appointment. However, please understand that any amendments made with insufficient notice may be highly detrimental to the business and reduces Groom Guru’s ability to provide the best possible service. This is because at Groom Guru, we make sure to allocate the appropriate number of resources tailored to the dog and the specific service requested. 

 

We recommend that amendments be made more than 48 hours in advance of an appointment. Groom Guru reserves the right to refuse any amendments that cannot be accommodated within the notice period. If we are unable to accommodate your amendment, and you would like to cancel or reschedule your appointment, please your deposit may be forfeited in accordance with our Terms of Service. 

 

To request for an amendment, please email Groom Guru at contact@groomguru.uk. 

 

Groom Guru understands that you may need amendments due to unforeseen circumstances, and any exceptions will be considered on a case-by-case basis. 

 

Late arrivals: 

 

At Groom Guru, we rely on the punctuality of our customers to enable us to provide all our customers with the high quality of service that we are committed to. To respect the time of our other clients and staff, we ask you to be on time for your appointment.

 

If you arrive more than 15 minutes after your original appointment time, you will be considered ‘late’ and you will be required to pay a late fee of £15. You may still be allowed to proceed with your original appointment; however, this is entirely at the discretion of Groom Guru. 

 

If you arrive more than 30 minutes late, or Groom Guru is unable to proceed with your original appointment, you will not be required to pay a late fee of £15. However, your deposit will be forfeited, and your appointment must be rescheduled for a later date. Please note that your deposit WILL not be refunded.  

 

Groom Guru understands that you may be late through unforeseen circumstances, and any exceptions will be considered on a case-by-case basis. 

 

Vaccinations: 

 

Groom Guru takes vaccinations seriously and will not accept any dogs that have not been kept up to date with vaccinations prior at least 14 days before the date of your service. We are unable to groom puppies until 14 days after their second vaccination. 

 

If we discover that you have not complied with our terms on vaccinations before your appointment, your appointment will be cancelled, and your deposit may be forfeited in accordance with our Terms of Service. If you have confirmed your appointment via the waitlist, your appointment will be cancelled, and you will be subject to a cancellation fee. 

 

Waitlist: 

 

Groom Guru appreciates that you may wish to put your dog on the waitlist so that your dog can receive our services in the event of cancellation. 

 

Our waitlists operate Monday to Friday during Groom Guru’s opening hours and will expire at the end of the business day. Your dog may only be waitlisted on the day you wish your dog to receive our services. 

 

If you wish your dog to be waitlisted, please contact us at contact@groomguru.dog. Requests to place your dog on the waitlist outside of our working hours on the day you intend to receive our services will not be accepted. As we are a small business currently with limited resources, if you do not receive a confirmation of your place on the waitlist within 2 hours, please assume that no slots are available.  

 

If your dog is waitlisted and an appointment slot becomes available, we will contact you via email. You will have 15 minutes to confirm if you wish to fill an appointment slot. If no confirmation is received within 15 minutes, your waitlist slot will expire, and we are no longer required to notify you of any available slots on the day of the waitlist. It is your responsibility to confirm your attendance. 

 

If you agree to fill an appointment slot, no deposit charges apply. However, our policy on late arrivals (as laid out above) applies, and any late arrivals or no-shows will be subject to a cancellation fee of £10. You will not be able to place your dog on a waitlist or make another appointment unless the cancellation fee is paid. Groom Guru understands you may be late due to unforeseen circumstances, and any exceptions will be considered on a case-by-case basis. 

Prohibited breeds:

Please note that Groom Guru will not provide any service to any Chow Chow or XL Bully.

 

3. During your service 

 

Matt removal: 

 

Matts occur when a dog is not brushed or groomed regularly. This can also happen when a dog is not brushed properly, even if done regularly. Regular grooming every 4 to 6 weeks is important to prevent matts, de-matt any hidden and troublesome matts, keep your dog’s hair at a healthy length and maintain healthy skin and overall health for your dog. 

 

Without regular grooming and brushing, there is a significantly increased chance your dog will develop matts. While your dog may not seem matted, please remember that matts and their consequences can be completely hidden from view, especially if your dog has a thick coat.  

 

Consequences include: 

  • Blood supply to extremities being cut off, and air circulation to skin denied 

  • Open sores are likely to form and will emit foul odours 

  • Organic matter, such as weeds and stickers, can become embedded in the skin 

  • Matts have been known to hide the dog’s stool (leaving it to dry and become crusty on the skin over time) and even contain fly larvae that can further irritate the skin 

  • Heavy matting can trap moisture and urine near the pet’s skin, allowing mold, fungus and bacteria to grow, leading to skin irritation, sores and infection 

 

At Groom Guru, if we conclude that the condition of your dog’s coat is severely matted such that de-matting will cause undue stress, pain and injury to your dog and the groomer, we may not be able to provide your requested style and your dog may be shaved down for reasons of well-being.  This is because de-matting will cause unnecessary suffering, which is against our Approach and the Animal Welfare Act 2006 – and it is painful and stressful for your dog and can have lasting implications such as creating negative associations to the grooming process, potentially leading to increased aggression and risk during grooming.  A highly stressed dog that is in pain is also more likely to react aggressively, no matter how well-behaved the dog ordinarily is.  

 

Our groomers are happy to discuss with you best practices on how to brush your dog to prevent matts and to ensure your dog can receive your desired style.  

 

Our groomers will let you know during the pre-grooming consultation if your dog may need to be shaved down. If your dog is matted, additional resources are needed to de-matt or shave down your dog. This will incur an additional charge of £10 - £20 (inclusive of VAT), depending on the size and resources needed, which will be charged to the final bill. This is because shaving is time-consuming and causes extra wear and tear on the grooming equipment. Please note that discounts do not apply to matting ch 

 

However, please understand that we cannot also confirm if we need to shave your dog, or the precise additional charge involved during the pre-grooming consultation as the degree of matting on your dog may be hidden from view and therefore not discovered until the grooming process has started. 

 

In signing our Terms of Service, you agree to allow us to shave down your dog if necessary. If you do not wish for your dog to be shaved down, it is your responsibility to inform us either via our email (contact@groomguru.dog) or on the day of your appointment. However, please understand that if we are unable to shave down your dog and we determine that continuing to de-matt your dog will cause undue stress, pain and injury we will immediately stop our grooming service and request you to collect your dog. In this event, the price of our services will be calculated on a pro-rata basis according to the stage of completion of your service. 

 

Double coats: 

 

Groom Guru does not recommend shaving down double-coated dogs unless it is deemed absolutely necessary to their health and wellbeing. If a double-coated dog is shaved down, potential complications include: 

  • The coat growing back in a different texture/colour 

  • Bald patches 

  • Hyper-pigmentation of the skin 

  • Darkening of the skin where the hair has not grown back 

  • Loss of the top layer of the coat 

  • Coarse regrowth of hair in different directions 

  • Sun/heat/stroke/cold weather damage due to exposure to the elements 

  • Exposure to bug bites 

  • Reduced protection against scratching, etc. 

 

If you wish to shave your double-coated dog, you must agree to authorise our Groomers to do so and agree not to hold Groom Guru responsible for any complications, including but not limited to the complications described above, which may result. You may do this either via our email (contact@groomguru.dog) or on the day of your appointment. 

 

Aggression and behavioural issues: 

 

Our Approach requires that your dog is always treated humanely in compliance with the Animal Welfare Act 2006.  

 

However, please understand that each dog is unique, and may respond aggressively when being groomed, handled, or when interacting with other dogs. Our services can be stressful for some dogs, and such behavioural issues may occur even in the most well-trained of dogs.  

 

For grooming services, please make us aware of any behavioural issues your dog may have before your appointment so we can prepare and tailor your dog’s appointment to best suit them. Behavioural issues include aggression, a tendency to pull at a leash or harness leading to choking, and possessiveness over food and/or toys. 

  • Such dogs may require extra resources, including but not limited to more employees to assist with managing the situation, which means there may be an additional charge of £20 - £40. As the situation constantly changes when working with dogs, we will only be able to let you know the precise additional charge when you receive the final bill at the end of our services. Please note that discounts do not apply to additional charges. 

  • Additionally, whilst various methods are used to calm your pet, muzzling may be used as a last resort. The use of a muzzle does not harm your dog and protects our employees, your dog, and the dogs of other customers. In some cases, muzzling may even calm a stressed animal, allowing us to continue providing our services.  

  • In signing our Terms of Service, you agree to allow us to muzzle your dog if necessary. If you do not wish for your dog to be muzzled, it is your responsibility to inform us either via our email (contact@groomguru.dog) or on the day of your appointment. However, please understand that if we are unable to protect the health and safety of our employees and other dogs by muzzling your dog, we will immediately stop our grooming service and request you collect your dog. In this event, 50% of the grooming cost will be charged irrespective of how much of our services have been completed. 

 

For daycare services, all dogs MUST NOT have any behavioural issues, including aggression, a tendency to pull at a leash or harness, and possessiveness over food and/or toys.  

  • We do not allow aggressive or dangerous dogs. We do not allow dangerous play, excessive barking, or dominant behaviour.        

  • If your dog is in the heat, you must not arrange for your dog to receive our daycare services.  

  • In signing our Terms of Service for our daycare services, you verify that your dogs have not harmed, shown, or will show any behavioural issues towards any person, any other dog, or themselves. Please remember that your pet will be spending time with other pets and the health and safety of our group are our main concern. Our staff are happy to speak to you if you are unsure if your dog’s behaviour amounts to a behavioural issue preventing them from receiving our daycare services. 

 

Please note that any unreasonable, destructive, abusive, or dangerous behaviours from any customer and/or dog towards our employees, other customers, and other dogs are not tolerated. Customers are responsible for any damages caused by their dogs to our property or other customers' dogs. In signing our Terms of Service, customers agree to indemnify and hold us harmless against any claims, damages, or expenses that arise because of their dog's behavior. 

 

Health problems, medical problems, and senior pets: 

 

Grooming and daycare services can be stressful to senior dogs (10 years old and above) and dogs with health or medical problems. Grooming procedures can aggravate or expose previously hidden medical problems, during or after the groom. 

 

For the comfort and safety of your dog, and to ensure compliance with our Approach, our priority is to treat your dog humanely and not cause undue stress or pain. Our procedures, therefore, will focus on their cleanliness and comfort, whilst minimising any potential stress. 

 

To allow us to do this, it is your responsibility to inform our employees ahead of time if your dog is known to be a senior and/or has any health or medical problems. This will allow us to best prepare for your appointment, and to advise you if any additional actions/precautions are required. You will be able to do this at any point before your appointment via our email (contact@groomguru.dog) or on the day of your appointment. 

 

Please note, if we are required to cancel or amend your appointment less than 48 hours in advance of your appointment for reasons of seniority, health or medical problems, Groom Guru reserves the right to forfeit your deposit. Whilst we understand that health problems may arise on short notice and will happily cancel or amend your appointment as a result, this is to prevent customers who use dog seniority or medical reasons without actual merit to cancel or amend their appointment to the detriment of our other customers’ ability to make appointments, and our ability to provide their requested services.  

 

Parasites: 

 

Please ensure that your dog is not infected with parasites such as fleas, ticks and tapeworm. If your dog is found to have parasites during their consultation or is regularly found on your dog during our services, we have a right to refuse service and access to future services to protect the health and safety of our customers, their dogs, and our employees, as parasites are contagious and can spread to other dogs and humans. In this instance, any deposit paid may also be forfeited. 

 

For grooming services, there will be an additional charge of £15 for each parasite, as additional resources will be needed to provide treatment and/or isolate your dog and sanitise the shop. For example, if your dog has fleas, ticks and tapeworms (3 types of parasites), there will be an additional charge of £45. 

 

For daycare services, if your dog is found to have parasites and does not require immediate vet treatment, there will be an additional charge of £25 for each parasite as additional resources are needed to provide treatment and/or isolate your dog and sanitise the shop. For parasites that require immediate vet treatment, such as tapeworms, we will request you collect your dog immediately. There will be an additional charge of £25 for each additional parasite as additional resources are needed to provide initial treatment and/or isolate your dog and sanitise your shop. If you are requested to collect your dog, the first hour of parking will be free. Subsequently, there will be a parking fee of £15 per hour for the first two hours. If you have not collected your dog by the third hour, the parking fee will increase to £30 per hour and we reserve the right to obtain medical treatment from Village Vet Hampstead. Please refer to the terms on veterinary authorisation below for more information.

 

Please note that discounts do not apply to any additional charges in relation to parasites found during the provision of grooming and daycare services. 

 

In signing our Terms of Service, you agree to cover all medical expenses for veterinary care. 

 

Reactions, accidents, medical emergencies and veterinary authorisation: 

 

At Groom Guru, we are committed to ensuring the wellbeing, health and safety of your dog. Please understand that the situation constantly changes when working with dogs and that every dog is unique. Additionally, grooming equipment is sharp. As such, there is always a real risk of adverse or unexpected reactions, accidents and injuries when working with your dog. Our staff are happy to discuss with you any concerns you might have, before and after your appointment. 

 

Minor reactions and injuries, such as small nicks, cuts and redness of the skin are the most common outcomes. These outcomes are often superficial. For example, when there is heavy matting and our groomers attempt de-matt your dog, it may expose redness in irritated skin, which will recede once your dog’s skin is able to breathe.  

 

However, more serious accidents and medical emergencies are also potential outcomes. For example, highly aggressive dogs may attempt to attack the groomer, and/or jerk around unpredictably, therefore endangering the dog and the groomer. Senior dogs may also suddenly experience an adverse reaction due to their age and any underlying medical conditions. 

 

During our daycare services, adverse or unexpected reactions, accidents, and injuries may also occur. During playtime with other dogs throughout the day, minor injuries such as scrapes or bumps may occur. In the event that your dog becomes sick or suffers from more serious injuries, our staff will assist your dog to ensure their safety. 

 

You will be notified in the event of any reaction, accident or injury. If we deem that the accident and injury require immediate medical treatment, and the owner is not on-site, Groom Guru will seek immediate veterinary care at Village Vet Hampstead.  

 

In signing our Terms of Service, you authorise Groom Guru to seek medical treatment from Village Vet Hampstead and to cover any associated expenses in the case of any medical emergencies. Village Vet Hampstead is located at 11 Belsize Terrace, Belsize Park, London NW3 4AX and may be contacted via telephone at 020 7794 4948. Please understand that as a small business with a small team, we have a duty to continue providing our services to our other customers, as such reserve the right to leave your dog under the vet’s care and supervision and will inform you of your dog’s location. 

 

In signing our Terms of Service, you also acknowledge and accept that whilst Groom Guru takes all reasonable precautions to ensure the safety of your dog, there are risks inherent in all our services, and therefore you agree not to hold Groom Guru responsible for any injury, illness, reactions, accidents, death or any other unwanted outcomes that occurs while using our services. 

 

4. After your service 

 

Early pickups: 

 

Pick up times will be arranged when dropping off your dog, and Groom Guru will send you a reminder via email closer to the pickup time. The general time taken for your service will be stated when making your appointment on the Timely platform. 

 

If you arrive early to pick up your pet and its service has not been completed, please refrain from alerting them to your arrival, in any way or form. If this happens, it may excite your pet and may threaten the health and safety of your dog and our employee, making the continuation of the service dangerous.  

 

If you insist on alerting your pet to your presence or insist on approaching our employees currently working with your pet, we reserve the right to end the service and the full price will be charged, irrespective of whether the service has been completed. 

 

Late pickups: 

 

If you are more than 30 minutes late in picking up your dog, you will be charged a late pickup fee of £15 for the next 15 minutes and £30 for each subsequent 15 minutes. The fee will go towards the additional resources needed to take care of your dog. Please note that discounts do not apply to late pickup fees.

 

If you have not collected your dog past our opening hours, your dog will be sent to the nearest dog shelter and you will be liable for any costs incurred in respect of transferring and housing your dog there. 

5. In-store purchases

 

Please be advised that any goods, items or products sold are provided “as is”, without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, Groom Guru excludes all representations, warranties, conditions and other terms which but for this legal notice might have effect in relation to in-store purchases. 

 

Groom Guru does not warrant that the functions contained in any goods, items or products sold will be free of defects. 

 

Use of goods, items or products sold

 

Groom Guru makes no representation as to the goods, items, or products sold as being available or suitable for a particular purpose.

 

Any information on the goods, items or products sold are intended as an educational aid only. It is not intended as medical advice for individual conditions or treatment. It is not a substitute for medical advice, nor does it replace the need for services provided by medical professionals. If you are unsure if the good, item or product is fit for purpose, we recommend speaking with veterinarian. Only your veterinarian can provide you with advice on what is safe and effective for your dog.

 

Dog shampoo and conditioner refill

 

Please note that Groom Guru will not refill any bottles unless they have been visibly cleaned prior to refill. Groom Guru does not accept any liability arising from improperly cleaned bottles. It is the customer’s responsibility to ensure that their bottle has been cleaned to an adequate standard.

 

Returns

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

 

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You'll also need the receipt or proof of purchase. To start a return, you can contact us at contact@groomguru.dog. Please note that returns will need to be conducted in person at the following address: 112 Cleveland Street, London, ENG, W1T 6PA, United Kingdom. 

 

You can always contact us for any return questions at contact@groomguru.dog

 

Damages and Issues 

 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Certain types of items cannot be returned, like perishable goods (such as dog treats) and personal care goods (such as dog shampoo, dog conditioner). We also do not accept returns for hazardous materials, flammable liquids, or gases. 

 

Please get in touch if you have questions or concerns about your specific item. 

 

Unfortunately, we cannot accept returns on sale items.

 

Exchanges

 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase of the new item. 

 

Refunds 

 

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. 

 

Please remember it can take some time for your bank or credit card company to process and post the refund too. 

 

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@groomguru.dog

6. General

Photographs: 

 

In signing our Terms of Service, you authorise Groom Guru to take photos of your dog for any business-related purpose including but not limited to record-keeping purposes, for Groom Guru’s website, and social media. All photos taken are the property of Groom Guru.  

 

If you do not wish for Groom Guru to photograph your dog, it is your responsibility to inform us either via our email (contact@groomguru.dog) or on the day of your appointment.  

 

If you wish for us to remove any photos we may have of your dog, please let us know via our email (contact@groomguru.dog).

Indemnification

 

You agree to defend, hold harmless and indemnify Groom Guru and their respective officers, directors, employees, consultants, agents, shareholders, and representatives, from and against any and all claims, liabilities, damages, fines, penalties or costs of whatsoever nature (including reasonable attorneys’ fees and costs), arising out of or in any way connected with: (i) any breach by you of these Terms & Conditions; or (ii) your use of the Content or services available on the Website in any unauthorised manner.

 

Complaints, concerns and feedback: 

 

If you have any complaints, concerns or feedback regarding our services, please let us know as soon as possible after receiving our services. You may contact us either in person at Groom Guru at 112 Cleveland Street, London W1T 6PA, or via our email at contact@groomguru.dog.  

 

When making a complaint, please provide us with the following information: 

  • Your name and preferred telephone/email to contact you 

  • Your dog’s name 

  • The date on which your dog received our services 

  • A brief description of your concerns 

  • A summary of what, in your opinion, we can do best to deal with your concerns. 

 

In general, if you have a complaint, concern or feedback, it is best to raise it as soon as possible, ideally within 48 hours – this will make it easier for us to investigate and resolve any matters. If your complaint, concern or feedback is brought to our attention after 48 hours, we may not be able to conduct the required investigation to appropriately resolve any matters.  

 

If you know of any of our employees that were directly involved, it would be helpful if you can provide us with their names. 

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