Terms & Conditions

At Sniff & Co. we are focused on providing a safe and secure environment for your dog. To ensure the health and safety of your pet/s as well as our other canine guests we require all our clients to read and understand the following policies. By making an appointment with us, you agree to the following;

BEFORE THE GROOM

CANCELLATION & RESCHEDULING

Please understand that when you forget or cancel an appointment without giving enough notice we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive our services. As our groomers time is reserved specifically for your dog we cannot provide any exceptions to this policy and the following fee’s and terms apply –

There are no fees applied for cancellations or reschedules that have given 24 hours or more notice.
Cancellations or Reschedules giving less than 24 hour notice will result in a charge equal to 50% of the reserved service amount.
No Shows or Cancellations on the day of the appointment will be charged 100% of the reserved service amount.
Clients who have missed a previous appointment will be asked to pay in full when booking all future appointments. These payments are non-refundable in the instance of a no show or cancellation with less than 24 hours notice.
In order to book your next appointment cancellation fee’s must be paid in full.
Please do not cancel an appointment by responding to the automated text message appointment reminder provided as this does not remove an appointment from the schedule and no show fees will be incurred.

To reschedule or cancel an appointment please call the salon on 07599 968573. If you are cancelling your appointment outside normal working hours please leave a voicemail providing your name, dogs name, time and date of appointment. A member of staff will follow up with you by phone during salon hours.

LATE ARRIVALS

Please make it your priority to arrive on time for all appointments as appointment times are not flexible. While we do our best to accommodate clients that arrive late, clients arriving more than 15 minutes late may miss their treatment time. We do appreciate clients may be late through no fault of their own, however we also have a duty to our other clients who keep to their appointment times.

We reserve the right to charge the full price of appointments that are missed due to client lateness.

This policy enables us to run an efficient salon and provide the required time needed to service all of our clients. We confirm appointments at the time of booking and 24-48 hours prior to your appointment date. However, if we are unable to reach you please understand that it is your responsibility to remember your appointment date and time to avoid a late arrival, missed appointment, and the cancellation fee.

PRICING

All quoted prices are assuming your dog’s coat is well maintained and free from knots, matts and tangles and that your dog is well behaved, shows no aggression and groomed at our recommended intervals. Extra fees will be applied for matted coats.

Whilst we are happy to work with nervous, timid or challenging dogs, these will incur extra charges due to the extra time and handling skills required.

Should your dog be brought to us with a flea infestation which is discovered after the groom has started a flea surcharge of £5 will apply. This covers the coat of flea elimination: pets with fleas are washed 2-3 times with specialist shampoo, towels must be bagged and laundered separately, and the salon must be thoroughly cleansed and disinfected.

All charges are payable before you leave the salon with your pet, payments can be made via cash or card.

Where possible we will quote a price for the groom prior to undertaking the work, however sometimes matting, fleas or difficult behaviour will not be obvious prior to starting the groom.

PRE-VISIT

A full bladder or bowel can be very uncomfortable for a dog whilst it is being groomed. Please ensure that your pet has been toileted before bringing them to the salon.

HEALTH

If your pet is not feeling well (e.g. vomiting, diarrhoea, kennel cough) please do not bring him/her to the salon for their own comfort and the safety of our other canine clients. Please advise our staff of any change in your dog’s health or medical condition upon arrival so that we may update your pets file.

DURING THE GROOM

APPOINTMENT LENGTHS

An approximate completion time will be given for your dog’s treatment when you drop them off, we will ring or text you when your pooch is ready. Please be patient if we take a little longer than expected as we will not rush your pet through their treatment. Pet parents arriving early to collect their pooch puts pressure on both the stylist and dog during what would otherwise be a stress free relaxing grooming experience for your pet. We appreciate you waiting for our call or text.

MATS

All prices quoted for our grooming services are a starting price. If your dog is excessively matted a surcharge will apply. If we find the condition of a dogs coat to be severely matted and incapable of de-matting without causing undue stress and pain to the dog, the dog may be clipped down for reasons of health and well-being.

A Clip Release Form must be signed for us to provide this service.

LATE PICK UP FEES

Pick up will be due at the time arranged either at the pre-treatment consultation or when the pet parent is contacted. Pet parents that are later than 45 minutes picking up their pooch will be charged a sitting fee of £5 per 15 minutes.

For end of day pick-ups unless otherwise arranged between Sniff & Co. and the pet parent, if the owner or certified representative have not collected their dog by 30 minutes after the salon close time and no arrangement has been discussed, and we cannot contact the pet parent or the emergency contact number provided, then Sniff & Co.reserves the right to board the dog overnight in lodgings that are available at the owner’s expense. There is a £75 charge for this overnight service. If you would like us to co-ordinate with an existing day-care provider or dog walker please ensure we have their contact details.

GENERAL

DATA PROTECTION

Sniff & Co. keeps detailed records of all dogs, treatments and responsible staff. New clients must sign a disclaimer form and some personal details will be retained by us. Client data will be treated in accordance to the data protection principles of the Data Protection Act and will not be shared with 3rd parties.

SATISFACTION POLICY

If for any reason you are not completely satisfied with the treatment received, please advise within 2 business days so we can do our best to rectify it. Pet parents satisfaction is important to us, we take great pride in our work.

We would kindly ask that contact is made with us and we are able to attempt to rectify your grievance prior to any social media involvement.

PAYMENT

We accept cash and all major credit cards. Prices are subject to change without prior notice.

RETURNS POLICY

Products purchased are exchangeable within 14 days of receipt if they are in an unused condition and in their original packaging. Please note toys are not returnable. (We strongly recommend that all toys, and particularly those that contain squeaks, should only be given to pets under supervision).

NO DRYING CAGES

We have a strict no drying cages policy. All dogs are finished by hand by our experienced stylists. We choose this for the safety and well-being of our canine clients.

Sniff & Co. policies are presented and provided in the best quality and tradition of excellent servicing for our established and future clients.