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Screenshot 2020-05-12 at 19.53.59
Screenshot 2020-05-12 at 19.54.58

Covid-19 Terms, Conditions and Procedures

In line with the strict Covid-19 regulations, we will be following guidance set out by DEFRA and CFSG, in order to keep ourselves and our customers safe. All customers will need to read and agree to the contents of this document prior to booking an appointment. 


General Information

  • As there is a potential risk of a dog carrying the virus on it's coat, we ask that if you feel you or anyone you have been in contact with may have coronavirus that you do not bring your dog to us.

  • It is important to outweigh the risks of the virus to your personal situation and proceed with caution if you or anyone in your household is vulnerable before booking an appointment with us.

  • All bookings will be by prior appointment only. 

  • Please make sure that at all times that you are respecting the rules set out by the government, as these are ever changing, it is important that you check for any changes.

  • Our own dogs live at the property, they will be kept within the house whilst your dogs are being groomed in order to ensure that there is no cross contamination between dogs. Daycare and Boarding dogs will be indoors with the resident dogs.


Appointments and Services

  • Grooming appointments will be booked based upon the condition of the dog. 

  • Daycare and Boarding bookings will be prioritised to key workers and bookings that were made prior to this situation. We will not be taking on any new dogs at this time. 

  • When booking your grooming or Reiki appointment, we will be asking for the full payment via bank transfer at the time of booking. This is to both secure the appointment and to minimise contact on the day of your appointment. Please notify us in advance if this is not possible. Contactless card payments are also possible. Cash payments will not be accepted. 

  • If you need to cancel your appointment or service, please give us as much notice as possible. Late cancellations (less then 24hours) or no shows will be non-refundable. Providing we receive notice, your pre-payment will not be affected and will simply carry over to your next appointment. 

  • Regular clients that pay via bank transfer at the end of the month may continue with this method. 

  • Drop-off and collection times must be strictly adhered to. Any appointments more than 10 minutes late will be cancelled and immediately rebooked to the next waiting client, these will not be refundable. Once your dog is ready to be collected we will call you, if you are more than 15 minutes late to collect we will be charging £5 for every 10 minutes. 

  • To begin with we will only be doing 1 or 2 dogs a day in order to follow the guidelines. 

  • All grooming appointments for this year may need to change to reflect the adjusted grooming dates. I will be checking the diary and contacting you with any future appointment adjustments. 

  • For obvious reasons, we will currently not be able to have owners stay with their dogs. If your dog is aggressive or nervous and requires supervision, unfortunately at this time we would advise that you do not book an appointment. In this case, please seek advice from both us and your vet of what your options are.

  • In the event of a second wave or if any of the Hall family show symptoms of the virus, we will close to ensure everyone's safety. If this happens, your prepayment will be kept as credit on the system for when we reopen. If you would like this refunded, please let us know so that we can process this for you. 

  • Where possible, we will be booking large dogs on Saturdays only.

  • Please ensure when booking your appointment that you are booking the most suitable day for you. Although we are happy to reschedule if needed, the wait to reschedule will be fairly long.


Your dog's coat condition

  • When booking your appointment we will be checking with every client about the dog's coat condition. Please be honest about this. It's very important that we have the correct information so that we can allocate the correct amount of time and set an appropriate charge for the pre-payment. If you aren't sure of your dog's coat condition, please use a metal comb on them to check (check all areas of the dog) . If it glides easily through the coat all the way to the skin then this should mean that the coat condition is good. If it catches in a few areas but generally glides well then this is slightly knotty and we might be able to work with this. If you struggle to get the comb through at all then they are matted. Dogs will be booked in based upon their need, matted dogs or those with health concerns will be seen first. 

  • Due to the limited time we have, we will not be taking extra time to remove matts to try and save shaving off. Therefore if we cannot brush the knots out, we will be shaving the dog in order ro remove the matts as quickly and pain free as possible. 

  • If you have not advised us of matting and your dog is matted, you will need to pay the extra charge of £10 on the day. This will need to be taken on the premises via card. We may not be able to finish your dog's groom if you have not advised ahead of matting as we will be working under a strict time constraint, but we will do what we can in the time allocated. It is important to note that dematting charges are mainly to cover the equipment damage as matts blunt blades.


How each appointment/service will work

  • Drop offs and collections must be done by the same person. This is to limit the amount of people coming to the property each day and to limit the risk of the spread.

  • If you are booking in multiple dogs on the same day, please bring them all at once.

  • When you arrive for your appointment or service (please do not arrive early, if you do please stay in your car), we will be expecting you so will be outside waiting for you to allow us to follow the handover protocol. 

  • Please note that we will not be able to take any bedding, towels, collars, leads, bowls, toys or any belongings for your dog if they are staying here. We will provide all they need. All food must come in plastic or metal containers that can be wiped over. 

  • I will have a large crate situated outside on the driveway.

  • You will need to put your dog in and remove any collars and leads. 

  • Please use a wet wipe provided to wipe your dog all over, and dispose of the wipe in the provided bin.  

  • I will then be able to talk with you with the dog secure. Whilst we maintain 2 metres distance. 

  • You can then leave and I will take the dog for grooming, reiki or other services using my own leads. 

  • This process will be reversed for collection of dogs. 

  • Rosie will be wearing disposable gloves and a mask at all times whilst your dog is in the salon. She will also have 2 full length waterproof aprons to wear in order to protect the spread of the virus. 1 will be worn when the dog comes in until she has finished bathing and then the other will be swapped to when the dog has been bathed until the groom is over.

  • After each dog we will be following a strict cleandown procedure. This is why it is important that you drop-off and collect on time. In this time we will need to disinfect all tools used, wipe down the grooming table and bathing areas. We will also be disinfecting the crate and card machine between appointments to ensure everything touched by our clients is kept germ free.


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