Grooming Procedures & Policies
All dogs must be on a lead or in a carrier when bringing them into the salon. Even if your dog listens well off leash the parking lot can be busy at times and we don’t want to see any accidents happen. Also, there may be another dog inside when you enter and even though your dog may love everybody, the dog inside might not. If you forgot your leash, please ask to borrow one from us before getting your dog out of your car. We recommend not using a retractable leash but if that is all you have please keep it locked in a shorter length.
Pee & poop business
Please make sure your dog has done his or her business before coming in. If your dog leaves us a gift in the car park, we ask that you please pick it up and dispose of it in the bucket in the front, we have bags inside if needed. We also ask that you keep your male dogs from peeing on the merchandise and walls inside the salon. Too often pets poop right after arriving and our staff need to stop what they are doing to clean and sanitise the affected area.
Pet owners are not allowed to be in the grooming or bathing room to help. Pets who see their parents while being groomed can become too excited and could cause injury to themselves or the groomer, therefore we prefer to not have owners wait inside or to show up before a scheduled pick up time.
We like to ask for AT LEAST 1 hour for bath only dogs, 2 -3 hours for most dogs getting haircuts and possibly more time for very large dogs or pets that are in bad shape. We make every effort to give you an estimated time for grooming, but unforeseen things can disrupt that timing and we will try to give you as much notice as possible to any changes in grooming time. We want to make grooming as enjoyable as possible for your pet. We will especially not rush a nervous or elderly dog through grooming, most of the time they need a break between different grooming processes. But at the same time, we don’t want to keep a pet here longer if they are stressed or barking and cause the other dog’s stress.
Professional bath guarantees satisfaction
All pets being groomed must be bathed here at The Groom Pad, there is no “discount” for dogs bathed at home before their groom (the ONLY exceptions will be at the discretion of the salon owner, based solely on dogs with special needs). A professional bath, brush and blow out is included with every grooming appointment, and this produces a much nicer base for a great haircut. We strive to cut your pet’s hair as close to what you’d like, but sometimes it’s easier to notice things at home than during the excitement of reuniting with your pet. If for any reason you’d like us to tweak your pet’s haircut, call us within 48 hours and we will correct any issues at no charge, not including a bath.
There is always the possibility an accident could occur. Grooming equipment is sharp, even though we use extreme caution and care in all situations, possible problems could occur which includes, cuts, nicks, scratches, over-trimming of nails, etc. In most cases this can happen when a dog is wiggling or moving around. If you arrive to pick up your dog and they are still being groomed, please do NOT talk to them or allow them to see you. Every effort will be made to ensure your dog is groomed as safely as possible, but an excited pet can be dangerous to continue to work on. In the event of a grooming related injury, we will take your dog to the nearest veterinarian immediately.
Aggressive or Dangerous Pets
Owners need to inform The Groom Pad if your dog bites, has bitten, or is aggressive to people, other pet(s) or specific elements of grooming. Muzzles may be used if necessary. The Groom Pad reserves the right to refuse/stop services for such pet(s) at any time before or during the grooming process.
The Groom Pad believe that expressing Anal Glands is something that should be done by a veterinarian, so we do not and will not offer this service.
Health Problems & Senior Pets
Grooming procedures can sometimes be stressful (although we will do everything in our power to make the experience as stress-free as possible), especially for puppies, senior or ill dogs, and can expose hidden medical problems or aggravate a current one during or after the groom. Because these dogs have a greater chance of injury, they will be groomed for cleanliness and comfort. In the best interest of your dog our grooming contract/agreement will give The Groom Pad permission to obtain immediate veterinary treatment for your dog should it be deemed necessary. We will contact you first, then take your pet to the nearest veterinary practice, regardless of whether this is your usual practice. It is agreed that all expenses for Veterinary care will be covered by the owner upon signing our contract/agreement.
Dogs with matted coats need extra attention. Matts left in a dog’s coat only grow tighter, can strangle the pet’s skin, and in serious cases can cause a lot of harm. The Groom Pad does not wish to cause serious or undue stress to your pet, and in accordance with the Animal Welfare Act, we will not spend any longer than 15 minutes de-matting your dog. Matts can be very difficult to remove and may require the dog to be clipped shorter than you would like. When necessary, removing a heavily matted coat includes risks of nicks, cuts or abrasions due to warts, moles or skin folds trapped in the mats. The aftereffects of matt removal can include itchiness, skin redness, self-inflicted irritations or abrasions. Prevention is the best defence against matting by scheduling regular grooming appointments and maintaining your dog’s coat at home between grooms (please do not hesitate to ask if you need help with understanding your dog’s coat and the related home grooming requirements). There is an extra charge for matted dogs as it is a lengthy and risky process which causes excess wear and tear to our equipment. We will not take responsibility for any
aftereffects, or injury caused by matting, and you will be required to sign another form prior to the groom taking place.
Parasites / Vaccinations
If you suspect your dog has fleas, then unfortunately we will be unable to groom them until you have adequately treated them. If fleas are found during the grooming process, then we may unfortunately have to request that your dog is collected as soon as possible, and we will be unable to carry on with the groom. We are not equipped to get rid of fleas, so adequate prevention and care must take place at home. It is the owner’s responsibility to ensure the dog is up to date with any necessary parasite preventatives and vaccinations and we are not liable for any illness/parasite caught by an unprotected dog.
Your dog may be photographed before, during and after its groom. Photographs may be used on our website, social media or other printed materials. If you do not wish for your dog to feature in any of our marketing, then please tick the box on the contract to indicate that you do not give permission for this.
No-show & Cancellation Policies
Making an appointment reserves that space for your pet, but when someone cancels last minute or does not show, we not only lose money from that pet but also from the pet we could have put in that spot. Everyone can run into a problem sometimes, us included, but just as your time is important, so is ours, and when we work on such a tight schedule, we need to make the most of our time. Making or changing appointments must be made over the phone. We do not set up, cancel or change appointments via Facebook, e-mail or text.
We ask for at least 24hrs notice for an appointment cancellation or change. We will forgive the first last minute cancellation but after that we will charge a fee of 25% of grooming rate. (we may excuse it if we feel there is a TRUE emergency but that is at our discretion).
As a small business, no-shows can have a detrimental effect on us. We will forgive the first no-show but for a second no-show we will charge a fee of 50% of grooming rate, third no-show will result in a charge of the full grooming rate, and you will be required to pre-pay in full at time of making your next appointment with no refund.
We are a small shop. We must keep everything flowing on pace so that we are able to serve you, your pets and other clients efficiently. We are on a tight schedule, so if you’re late dropping off our timing is off, or if you show up early to pick up, it takes us additional time to settle your pet down to get back to grooming, therefore we are behind in our grooming’s and this trickles down throughout the rest of the day. We ask that you please try to be as punctual as possible, please do not show up earlier than 10 minutes before your scheduled drop off or pick up time, and no more than 15 minutes after your scheduled time. If you are more than 15 minutes late for drop off, we may not be able to take you that day and you will need to reschedule with a 25% of grooming rate fee for second and third late arrival. If you are late more than 3 times in a calendar year you will need to pre-pay in full at time of making your next appointment, with no refund. Also, being punctual for picking up your pet helps us greatly. Most dogs know when they are done and are ready to go home and they can become impatient. Their noisy behaviour can cause stress to the other dogs, and we may also need their space for dogs coming in later that day.
Open & closing time
Tuesday, Thursday and Saturday the salon opens at 8:30 am. We ask that you respect this time, and wait until 8:30 am to come in. We may be in the building, but we need to set up for the day. During the week we close at 5:30 pm however on a Saturday it is 5:00 pm. We do know that “things happen” and therefore we give you 15 minutes past our closing hour to pick up your pet. Anything past the 15 minutes we will charge a £5 late fee.