Please ensure you read through our policies before booking, you will be required to sign a copy of these at your initial consultation, ahead of your first appointment. By booking an appointment you are agreeing to the following:

Deposits & Payment on Collection

A 50% deposit will be required to secure an appointment. All appointment deposits are non refundable.

Payment transactions will be required on or before collection - you agree to complete the transaction prior to releasing your dog from our care.

Late Policy

You agree to make every effort to arrive at your appointment on time. If you are running late, please ensure to notify the spa. If you are more than 15 minutes late, the appointment may be cancelled and considered as a no-show if there is insufficient time to complete (see fee below). In the case of cancellation, the appointment can only be re-booked once the no-show fee is paid. 

If you are more than 15 minutes late from the agreed collection time, this will incur a fee of £5 for every 15 minutes.  We work on a 1-1 basis and may have dogs arriving who are unable to tolerate other others and must be alone for their and your dogs safety. 

No-Shows & Cancellations 

As we are an appointment-based business, if you need to cancel or rearrange your appointment, please allow time for it to be offered to someone on our waiting list. 

No-show and cancellations less than 24 hours before the appointment will incur 100% payment for services. 

Cancellations less than 48 hours prior will incur a 50% payment for services. Emergency situations do happen and we will work with you in these cases however this is at the discretion of the spa and on a case by case basis. 

Aggression - Dangerous Dogs Act 1991

By law owners MUST inform us if their dog nips, bites, has bitten before or is aggressive to people, other pets or specific grooming equipment. 

It is in your pet’s best interest that we know how they are likely to behave or react to grooming procedures. 

I reserve the right to refuse/stop services for such pets in the interest of both parties' safety at any time before or during the grooming process. Full payment for services will be charged in this situation.

Parasites 

Please be sure to check your dog’s coat for parasites before your appointment; if flea treatment is required, this should be done no later than 48 hrs before the appointment, to ensure it is not washed out of the coat and made ineffective, and to comply with our cancellation terms. 

Any ticks found will be removed and the dog treated with flea and tick shampoo. In this situation, we strongly suggest you take your dog to be checked by your vet and consider having them tested for Lyme disease. 

If fleas are found on a pet on arrival or during the appointment, we reserve the right to refuse services in order to protect other pets and our premises from possible contamination. In this case your dog will be returned to you immediately and full payment will be required, as we will not be able to fill the appointment. 

In all situations, you will be charged an additional fee to cover the cost of decontaminating the spa. Please note that parasites are a health hazard to your pets as well as to humans, so all possible care should be taken to minimise occurrence. 

Matted Pets  - Animal Welfare Act 2006   

It is an offence to cause unnecessary suffering to any Animal. F&O will not demat a dog by brushing, as this is very painful. Tightly matted coats pull on a dog’s skin and restrict blood flow; a short cut or shave will make your pet comfortable. 

If matting is found during an appointment, you accept a charge for the additional time taken to remove multiple smaller matts without causing pain. Following the appointment, your dog should be put on a regular grooming schedule to ensure the coat condition is maintained and subsequent matting does not occur. 

If your dog requires a full clip-off, this will be discussed when you arrive for your appointment; refusal to allow clipping of a badly matted coat is a reportable offence of animal cruelty. When clipping a tightly matted coat, we will be extremely cautious and do everything we can to prevent injury, however, there is always a risk when getting between the skin and hair. We will always inform you if any injury occurs however, cannot be held responsible if injury does occur due to the condition of the coat. 

Matting can mask problems that are not visible until the coat is removed: hotspots, fleas/lice, irritation, rashes and infection. If you present a matted dog, you acknowledge that you are aware of the coat condition and possibility of pre-existing/hidden conditions.

Accidents  

Every precaution will be taken to avoid accidents.  However grooming equipment is sharp, so when pets move around, on occasion cuts, nicks, scratches, quickening of the nails etc. can occur.  Every effort will be made to ensure your pet is groomed as safely as possible. We will always inform you if any injury occurs however, cannot be held responsible if injury does occur due to the condition of the coat (ie. matting).

Personal Property 

You agree that Florence & Oswald will not be held responsible or liable for any lost, stolen or damaged personal property, belonging to either your dog or yourself. You also understand and agree that your dog’s collar may be removed in the grooming area.