TERMS AND CONDITIONS
Cloud K9's Terms and Conditions
NEW CLIENTS
All new clients will need to complete a client information sheet and sign our grooming release form, we will also discuss your requirements for grooming and inspect your dog. This process will take about 10-15 minutes so please allow time.
ONE DOG AT A TIME
Cloud K9 operate under a one dog at a time policy. If you were to book two dogs in, we would do our best to give you following appointments. However, Cloud K9 cannot guarantee that to be the case.
ANAL GLANDS
Under the Veterinary Surgeons Act 1966, only qualified Veterinary Surgeons are allowed to diagnose conditions and undertake treatments such as expressing anal glands, teeth cleaning and administer medicines, or advise Owners’ on how to do this themselves. As such, no Dog Groomer should be partaking in any of these activities. Whilst some less informed Dog Groomers do carry out these procedures, at Cloud K9, we observe the regulations put in place by the Law and will not carry out such procedures. However we will of course conduct a thorough health check of your dog and advise whether there is anything observed which should be addressed by a Vet.
CANCELLATION
We hope you don’t have to cancel your grooming appointment but if you do please give us as much notice as possible, we are a small business and ‘no shows’ can have a detrimental effect on us, if we have enough notice we may be able to fill your appointment slot. Cancellation charges are as follows
More than 24 hours cancellation notice No charge
Less than 24 hours cancellation notice 25% of groom cost
No-show 50% of groom cost
Exceptions will be made for unavoidable emergencies. If you cancel twice within a 12 month period we will require a 50% deposit for all bookings.
PICK UP
We will notify you when your dogs groom is completed and they are ready for collection by phoning you. Due to limited space within the salon we cannot hold completed dogs indefinitely and ask that you collect your dog within 30 minutes of being advised. Any dog that is not collected within a suitable time will be charged a £5 late collection charge per every half hour that passes. This fee is payable on top of the cost of the groom carried out. If by 6pm your dog has not been collected from us, we will assume your dog has been abandoned and we will be forced to call the Dog Warden to collect the dog (unless in extreme circumstances and agreed by us). If this happens you will be required not only to pay for the groom and Late Collection Charge due to us, you will also have to pay the Dog Warden’s call out fee, dog release fee and emergency kennelling fee. We will only release the details of your dog’s location, once our fees have been paid
VETERINARY CARE
Cloud K9 has my permission to do whatever they feel is appropriate for the wellbeing of my dog. Should they determine that veterinary care is warranted, I agree to pay all associated fees and costs. If my veterinarian is not readily accessible Cloud K9 is authorised to use a veterinarian of their choice.
PREVIOUS CONDITIONS UNCOVERED
Cloud K9 is not responsible for any conditions or problems discovered during grooming, We will inform you of anything found at collection so that you are able to take appropriate action.
VET CARE NEEDED AFTER GROOM
Should veterinary care be necessary as a result of any services by Cloud K9, I will notify them within 48 hours of such care. Reimbursement for such care will be at the sole discretion of Cloud K9 and, unless it can be clearly shown that Cloud K9 is liable, all costs will be at my expense.
MATTED
I agree to allow Cloud K9 to shave my dog if it is deemed to be matted to an extent that dematting would cause pain and suffering to the dog. Whether a dog is “matted” is at the sole discrimination of Cloud K9. I will be informed and given the option to pick my dog up by Cloud K9 before the procedure is carried out. Cloud K9 shall not be held liable for any after grooming effects of the dematting shaving process and problems uncovered on a matted or otherwise neglected coat. These include, but are not limited to: itchiness, skin redness or self inflicted irritations/abrasion from excessive external rubbing. I understand that the time and costs associated with dematting are unpredictable and subject to the condition of my dog,
REFUSAL OF SERVICE
Cloud K9 reserves the right to refuse to groom any dog for the health and safety of the groomer and/or the dog. Services may be discontinued if Cloud K9 determines that a dog presents an unsafe condition. Such conditions include but are not limited to: behaviour issues, health problems and parasites.
I agree to inform Cloud K9 prior to grooming if the dog has ever bitten any human, another dog or has any aggressive tendencies whatsoever. I understand and agree that I will be held solely liable for any harm, injury or property damage caused by my dog.
CANCELLATIONS
Should I have to cancel my dogs appointment, I agree to notify Cloud K9 no later than 24 hours prior to the scheduled appointment. I agree that if I cancel 2 appointments, a 50% deposit will be taken when booking the next appointment. If less than 24 hours notice is given for cancellation of appointment, a 25% cancellation fee will be charged, payable on next appointment.
RELIEF PRIOR TO GROOMING
I agree to make sure my dog has relieved itself prior to drop off at Cloud K9.
PARASITES
It is my duty to make sure my dog is free of parasites before entering the salon; I will use appropriate flea and tick prevention on my dog. If my dog is found to be carrying fleas I agree to pay the associated costs of £5 which covers the extra time spent bathing your dog to remove fleas, the use of ridasect shampoo, extra clean up time including flea removal and prevention products in the salon.
ALLERGIES
If my dog suffers from any allergies I agree that I will make Cloud K9 aware of such allergies and either provide a veterinary shampoo or give Cloud K9 permission to use a hypoallergenic product.
EXCESSIVE GROOMING
If a dog requires more than 3 hours work due to excessive matting or an overdue appointment, Cloud K9 reserve the right to stop the grooming and request the dog comes for a return visit at an additional charge to the owner.
OLD AGE DOGS
If my dog is of an age that Cloud K9 considers to be elderly, only grooming work that they will tolerate will be carried out. Cloud K9 will not cause undue stress to an elderly dog, however all work will be attempted.
COMPLAINTS
If for any reason, I am not happy with any aspect of my dogs grooming experience at Cloud K9, I agree to inform them within 48 hours of my appointment. I understand that it can sometimes be difficult interpreting a customer’s requests exactly, but this can be easily rectified.
PHOTOS
I give Cloud K9 permission to take photos of my dog during the grooming process; the photos may be posted on facebook and might be used in promotional materials.
PAYMENT
I agree to pay all costs for the grooming of my dog including but not limited to: special handling requirements, fouling, fleas, dematting and fees due to late drop off/pick up or missed appointments. I agree to pick my dog up at the arranged time.