Grooming Terms & Conditions

Health

Current Vaccinations/Veterinarian Information: By using our services, owners verify their pets are up to date with vaccinations for all regular diseases and viruses. Proof of Vaccination shall be provided to Pets Villa on request as well as current Veterinarian information. Failure to present a proof of valid vaccination record shall result in being turned away from our grooming services, and Pets Villa will not be able to refund your deposit. Owners who provide false or misleading vaccination information will bear full responsibility for any resulting damages or costs. Pets Villa reserves the right to decline services if vaccination proof is not provided prior to or at the time of the appointment.”

Health or Medical Problems & Elderly Pets: Grooming procedures can sometimes be stressful, especially for a senior pet with health problems, and can expose hidden medical problems or aggravate a current one during or after the groom. In the best interest of your pet this contract/agreement will give Pets Villa permission to obtain immediate Veterinary treatment for your pet should it be deemed necessary by us. We will do our best to contact you first then take your pet to your registered Veterinarian or to the nearest Veterinarian that is available. It is agreed that all expenses for Veterinary care will be covered by the animal’s owner. Your pet may change its diet and behaviour for a short period after grooming. The condition should disappear in a couple of days. However, if the situation persists, please seek veterinarian's advice. Pets Villa shall not be liable for any consequences arising from seeking or delaying Veterinary treatment where reasonable judgement has been exercised.

Fleas/Ticks: Pets Villa strives to be a flea/tick-free environment. If your pet has a flea or tick infestation we will ask that you reschedule your grooming appointment once the flea or tick problem is under control. A full grooming service charge will still be payable before rescheduling your next appointment. We kindly suggest you to visit your vets for ticks removal. Pets with a flea or tick infestation carry a risk of anaemia, infections, tapeworms and other health problems. We recommend that you contact your veterinarian for advice on the best treatment for your situation. A typical monthly flea preventative may be the most effective choice. If fleas are found on your pet we will bathe your pet with flea shampoo and we will perform additional disinfecting of our premises. This extra step will incur an extra £26 charge on your grooming bill. If ticks are found an additional cleaning and disinfection charge of £10 will be added to your grooming bill. If both fleas and ticks are found, both charges may apply. If the owner refuses flea/tick treatment, Pets Villa reserves the right to stop the groom immediately and full charges apply.

Accidents: There is always the possibility of an accident occurring. Grooming equipment is sharp, even though we use extreme caution and care in all situations. Possible problems that could occur include cuts, nicks, scratches and quickening of nails. In most cases this can happen when a pet is wiggling or moving around. We make every effort to ensure your pet is groomed as safely as possible, however if your pet struggles it may be dangerous to continue the groom. 

Grooming may be stopped immediately if the pet shows signs of extreme stress or medical distress.

The owner understands and accepts that minor injuries can occur despite all reasonable precautions, and agrees not to hold Pets Villa liable for such incidents unless caused by proven negligence.

Before coming to the grooming room, please ensure that your pet has been given the opportunity to relieve themselves before entering the salon. This will ensure that they get the maximum enjoyment out of their groom. Please do not feed your pet within 30 minutes prior to their appointment.

You must inform the groomer of any medical conditions and may be asked for a letter from your vet stating your pet is healthy to be groomed before the groom is carried out.

Whilst all reasonable care is taken whilst being groomed, all pets left within Pets Villa remain responsibility of the owner.

We will not groom any pet that has been microchipped within the last 24 hours.

The grooming team RESERVES THE RIGHT to refuse service where safety, welfare, or operational considerations apply.

The grooming team HAS THE RIGHT to cancel a groom if it would affect the pet’s welfare or if there is a risk of injury to the grooming team. The team can also cancel the groom if the customer has booked the wrong service for their pet(s), including but not limited to: wrong size, hair length or service requested.

Pets which are pregnant or in season will not be accepted for grooming.

LARGE BREED DOGS (INCLUDING PUPPIES) may not be accepted for grooming based on safety, welfare or operational considerations, or where handling requires specialist facilities beyond our capacity.

Condition of coat

Matted Coats: Pets Villa promotes Responsible Pet Ownership. We do not de-matt neglected coats. This is very different to removing small knots, tangles and isolated matted hair from the coat which can be achieved quickly without causing anxiety, stress or pain. The health and condition of a pet’s coat and skin are the responsibility of the owner (along with its physical and psychological state of health). It is essential to take care of your pet(s) coat at home as well as work on their temperament by socialising and training. This ensures good behaviour and easy process during our professional grooming. 

Behaviour

Aggressive or Dangerous Pets: Owners MUST inform us if your pet bites, has bitten or is aggressive towards people, other pets or specific grooming procedures. We reserve the right to refuse or stop services to your pet at any time before or during the grooming process and charge an Aggressive Dog Fee of £10 in addition to the regular grooming charge. The Aggressive Dog Fee is applied at the discretion of the grooming team based on behaviour observed.

If during the process of grooming your pet bites one of our members of staff, the owner agrees to be responsible for any and all related medical bills, recovery costs, loss of income and equipment damage.

We will not groom any dog that is, or is crossed with (including but not limited to), Pit Bull Terrier, Dogo Argentino, Perro De Presa Canario, Dogo Canario, Japanese Tosa, Fila Brasileiro, Czechoslovakian, Border Collie, Mastiff, Akita, Samoyed, Husky, Chow Chow, Rottweiler, Doberman, German Shepherd, Wolfdog, Saarloos Wolfhound/Wolfdog or any wolf hybrid.

We will not groom any dog that must be registered under the Dangerous Dogs Act 1991, the Dangerous Dogs (Amendment) Act 1997 or any further amendments to this Act.

Pricing

All Prices Assume a Reasonable Condition (free from severe matting, excessive dirt, parasites, or behaviours that significantly extend grooming time) and Temperament. Additional charges (starting from £16) will apply for the extra time and products involved in grooming neglected coats, in-particular those which require clipping off due to severe matting. Extra time will be deemed for pet(s) whose temperament or health also requires more time to complete.

No Shows/Missed Appointments/Cancellation/Reschedule. You are required to pay a 50% of total service charge as deposit to secure your appointment when booking. The deposit is taken as security against late cancellations, reschedule requests, missed or unattended appointments, and will not be refunded unless a minimum of 48 hours’ notice is given.

48 hours refers to 48 hours prior to the scheduled appointment time. 

Reschedule requests made with less than 48 hours’ notice will be treated as a late cancellation, and the deposit will be forfeited.

Notice must be provided by phone, email, or in person during business hours. We will always make reasonable efforts to respond to cancellation or reschedule requests during business hours.

A cancellation or reschedule request will only be considered valid once it has been acknowledged and confirmed by Pets Villa. Submitting notice alone does not constitute a confirmed cancellation or reschedule. If confirmation is not received, the appointment will remain scheduled and standard charges will apply.

If you are more than 15 minutes late to your appointment, a late fee of £16 will apply.

If you are more than 30 minutes late, the appointment will be considered a no-show, and the deposit will not be refunded.

Late Collection: Due to limited space in our Grooming Room, timely collection is essential to ensure we can accommodate all pets comfortably. If pets are not collected within 30 minutes after the scheduled pick-up time, or a mutually agreed upon time, an additional fee of £15 will be charged for every 15-minute period thereafter. This charge applies for the duration the pet remains in our care beyond the agreed collection time.

Consent to Social Media Post

We may take photos and videos of our groomed pets and post on our social media for recording, training, illustration and marketing purposes. If you do not wish us to do so, please inform our staff in store in advance to your grooming session(s). Previously posted content will not be removed unless legally required.

Check-in & Release Form

To ensure the safety and protection of all pets, customers and our staff:

• All customers must complete and sign the Check-in Form before any grooming service can begin;
• All customers must complete and sign the Release Form before collecting their pets.

Pets Villa reserves the right to refuse, suspend, or cancel services if either form is not completed and signed.

If a customer refuses or fails to complete and sign either form, the appointment will be treated as a customer-initiated cancellation, and the deposit will not be refunded, in accordance with our cancellation policy.

If a customer refuses or fails to sign either form but chooses to proceed with grooming services at its discretion, they acknowledge that:

• Pets Villa’s ability to assess risk, condition, behaviour, and consent may be limited;
• Pets Villa’s liability will be limited to instances of proven negligence only;
• Pets Villa shall not be held responsible for disputes arising from information not disclosed or consent not provided due to unsigned documentation.

Abusive or Threatening Behaviour

Pets Villa operates a zero-tolerance policy towards abusive, threatening, aggressive, or inappropriate behaviour towards our staff.

Pets Villa reserves the right to refuse, suspend, or immediately cancel services if a customer displays abusive, threatening, or inappropriate behaviour towards any member of staff. This includes verbal abuse, intimidation, harassment, discriminatory language, or threatening behaviour.

In such circumstances, the appointment will be treated as a customer-initiated cancellation, and the deposit will not be refunded.

 

Pets Villa reserves the right to amend these terms and conditions at any time.