Cancellation / No Show Policy:

You agree that in the event you must cancel or rearrange the appointment, you must contact Hannas Hounds to let me know at least 24 hours before the appointment time via phone call, or WhatsApp message only to 07538 891809. Failure to do so will mean that the full appointment fee will be payable. This can be paid over the phone or via internet bank transfer. Failure to do so means you will not be able to book another appointment until the full payment has been made.

As an example:

If your pets groom is £60 and you fail to arrive to the appointment, or cancel with less than 24 hours notice, the £60 appointment charge will be applied.

If you are a multi-dog household, each pet is treated as an individual booking.

Reason for cancelation / No Show policy:

There have unfortunately been far too many people that fail to arrive for their pets appointment, let alone give any notice. It is with sadness and regret that it has come to a point of needing to charge the full appointment fee if people let me down after the 24 hour notice period.

However, I truly adore all the dogs I get the pleasure of meeting, from little pups to nearly small bears. For me, it is important to ensure Hannas Hounds remains to be viable so I can continue to pamper your beloved pets and see waggy tails and happy smiles coming in and out of the studio.

No-one likes to miss an appointment, and I hate having to apply charges but I have fixed costs that need to be paid I also often have people on the holding list waiting for cancellations, so without charging I loose time and money where I could be grooming another dog.

If you are more than 10 minutes late to your scheduled appointment, the full appointment fee still applies. This is due to the fact, I do run to a schedule and if someone is more than 10 minutes late, I am unlikely to have the full time available to complete the groom to the Hannas Hounds standard. In the event I do have enough time I will of course use all the time available.

Whilst I will make a concerted effort to remind you of your upcoming appointments, I do expect my clients to take personal responsibility for their pets bookings. Not receiving the courtesy reminders does not mean that the personal responsibility can’t be considered.

I have disclosed and will continue to disclose on an ongoing basis, any and all medical, other conditions or behavioural issues that may affect my pet and I confirm my pet is up to date with all their vaccinations.

I understand the groomer has the right to refuse or withdraw service for any reason and at any time, including if the pet can’t be groomed safely without danger to the groomer or the pet. Hannas Hounds has my permission to use a muzzle if it’s required.

Aggressive behaviour from customers will not be tolerated.

I understand and agree that I must make the groomer aware if I believe my dog could potentially be aggressive. Hannas Hounds understands that it is a delicate matter, however, failure to make me aware of any aggressive tendencies can be extremely dangerous and potentially life changing for both. If my dog is aggressive and Hannas Hounds withdraws the services, I understand and agree to this and that the full appointment fee will still be payable.

I hereby agree that the groomer may groom my pet, based on the requirements previously discussed. I understand that what I have requested my pet to look like is only a guideline for the groomer and my pet may not be exact to these expectations should the groomer encounter issues during the groom. Including behavioural issues or mistakes made from a previous groomer I have visited in the past. I agree to any additional grooming necessary due to unforeseen circumstances, and I will be liable for any additional costs incurred in additional grooming.

I agree the groomer may take my pet to a qualified veterinarian for any veterinary treatment required should an emergency situation arise whilst my pet is in the groomer’s care. The veterinary bill or cost will be the responsibility of myself, the owner of the pet.

I agree the groomer may use the information supplied for administration, statistical analysis and marketing purposes.

I understand the groomer will not give my details to any third party except a vet in the event of an emergency.

I agree that pictures are allowed to be taken of my pet at any stage of their groom and also give consent for these to be used for marketing purposes, including but not limited to social media platforms and Hannas Hounds website.

I understand and agree to pay for the appointment along with any charges/fees incurred. I agree and understand that if I do not pay, Hannas Hounds reserves the right to pursue me for the full amount due with additional late payment charge. Recovery charges may apply.

This privacy notice sets out how Hannas Hounds uses and protects any information that you provide.

Hannas Hounds is committed to ensuring that your privacy is protected. Should I ask you to provide certain information by which you can be identified, then you can be assured that it will only be used in accordance with this privacy notice.

We may collect the following information:

Name, Contact information including: Email Address, Telephone number and Home Address, Financial information to process your payments.

CCTV is in operation at Hannas Hounds.

What I do with the information I gather:

I require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

Internal record keeping: I may use the information to improve services and will use it to keep your record up to date.

I will not provide/sell your information to any third party without your express permission, with the exception of a vet in the event of an emergency.

CCTV footage is captured purely for your security and for the prevention and detection of crime.

By submitting your personal information and indicating that you would like to receive further information from me, you consent to us using your personal information in the above ways.

How long do I keep information?

If you are a regular customer I will keep your digital information on our secure database and regularly check to ensure I hold the most current details for you.

If you have not visited the studio in 2 years, I reserve the right to delete all records I hold for you. If you wish to talk about or amend information I hold about you, please contact me via Email or WhatsApp message on:

info@hannas-hounds.co.uk or 07538 891809

Fleas and Matting:

Fleas:

I do not knowingly accept dogs with fleas. If fleas are found on your dog, the groom may be stopped. An additional £20 charge will be added to the cost of your groom - this is to cover the expense of the products that I will need to use to flea treat the salon and may have to reschedule any appointments remaining for the day. Please check your dog(s) for fleas before your appointment - If you find fleas please WhatsApp message or call to reschedule your appointment. Please give over 24 hours notice to avoid the cancellation fee.

Matting:

Under the Animal Welfare Act (2006), it is offence to cause unnecessary suffering to an animal: this includes prolonged “de-matting” which is painful & affects the welfare of the dog. If you bring your dog and it is severely matted or matted in multiple places, we are required by the Act to clip your dog short. Matting can cause serious health complications if left and can cause great discomfort to your dog therefore shaving the coat is the kindness solution for your dogs welfare. Removing matting can be lengthy and can cause damage to equipment, therefore a matting fee will be charged. With home maintenance and regular grooming appointments we can prevent the matting for your dogs coat.