Bath Country Pets House Spa- Terms and Conditions

Booking a grooming or teeth cleaning appointment with Bath Country Pets, means that you are agreeing to the following terms and conditions;

Please Note – We have a maximum weight limit of 45kg dogs in our Bath House Spa due our health and safety manual handling guidelines and due to the size and weight restrictions of our hydro-bath.

Booking Times:

• All booking will be allocated a specific time in our diary.

• Our appointment slots are timed to each individual dog, this will prevent any overlap and ensures we are not rushing to complete your dog.

• Please arrive to your dog’s grooming appointment 5 minutes before, so that we can discuss and agree  your requirements before we start.

• If you are very early for your appointment, we may not be in a position to grant you immediate access. Likewise if you are more than 10 minutes late we may have to refuse your groom.

• Late arrivals will incur the full grooming charge. 

• Should you require us to look after your dog with additional hours of care, or a solo walk, this can be added at the time of booking.

• If you are late to collect your dog from their groom without previously arranged an additional care, it will be added onto your outstanding bill. The cost of each hour of care or part hour of care is £6.

Pricing and payment:

Pricing at Bath Country Pets is based on the following assumptions:

• Your dog’s coat is well maintained free from knots, matts and tangles.

• Your dog is well behaved, shows no aggression and groomed within our recommended time allocations.

• You select the correct pricing for the size of your dog. If we believe your dog is larger than your selection, the additional charge will be discussed with you and added to your outstanding bill at collection.  Likewise, if we believe your dog is smaller than the size category you selected at booking, we will deduct this from the balance owed.

• An additional £15 per each extra 30 min may be added to your bill for de-matting and brushing matted coats, or £15 if we discover that your dogs has fleas or ticks.

• When making an appointment, you pay 50% deposit to secure your booking.  This deposit is non refundable and non transferable.

• The outstanding bill and any extra fees, will be settled upon collection of your dog.

Cancellations and No show:

• All deposits and non-refundable and non-transferable.

• Failure to arrive or cancellation with less than 48 hours notice will result in the full fee being payable.

Matted coats.

• At Bath Country Pets, we strive to achieve the highest standards of grooming, however, should a dog arrive with a matted coat, we will resolve this in the best possible way, which places your dogs health and welfare first.

• If there are knots in your dog’s coat, we will try and brush them out. However, if it takes longer than 20 minutes to do this, we will contact you and suggest that we  clip the mats out or clip the coat short. Prolonged de-matting can be very uncomfortable for your dog and can influence their spa experience negatively, therefore we place your dog’s welfare first and our recommendations will be based on this.

• Bath Country Pets will always discuss any extreme matting before close clipping commences. Sometimes matting may not always be obvious until the grooming process begins. This is why owners need to be contactable whilst their dog is having their groom.

• We are always very happy to help and advise you to achieve the desired style, however this may take a few appointments and will involve some home based care.  We can show you the right tools and techniques to achieve this.

• Due to the additional wear and tear on equipment and for the extra time taken, there will be an additional charge of £15 for heavy matting per 30 minutes of matt removing.

• We will always recommend removal of  matting as it can cause pain to the dog and result in further issues. For example, matting can cause the dog to have fragile skin, be in discomfort, hide scabs or hotspots etc.

• Please be aware that we will take pictures of matted fur for our client records. We are happy to show these and advise on the best brushing techniques for dogs ‘at home’ care at the end of the groom.

• Clipping a dog short can make them feel different and may sometimes result in skin irritations, there are balms and sprays which can be used to minimise these effects. Your dog may need a fleece or coat in colder weather to acclimatise if their coat has had to go very short.

Nervous and Timid Dogs

• We will do our best to groom all dogs that visit us at Bath Country Pets House Spa, we specialise in taking our time and providing a very calm and luxurious environment for grooming and treatments. However, we do reserve the right to refuse to groom a dog if we believe your dog’s nervousness or behaviour may cause injury to itself or any members of staff.

• If a dog exhibits aggression or behaviour we have not been informed of prior to the groom, the session will be stopped immediately however you will still be charged for the visit.

• We must be informed prior to grooming of any previous history of nervousness, biting or aggression. Your attention is drawn to the dangerous dogs act which holds owners liable for bites and injuries.

• Please toilet your dog before attending their appointment to avoid any accidents. Any dog that toilets inside the salon will incur an extra fee of £10 to cover additional deep cleaning and sanitation.

Grooming Feedback

• We will always work our very best to achieve the highest of standards and ensure that our customers are happy with their dogs groom, if you are in any way dissatisfied,  please inform us within 24 hours so we can do our best to resolve the issue as swiftly as possible.

• After each session we will inform you of any problems we have encountered, help you with tips or advice for home care in between grooming visits or inform you of any concerns we have about your dog.

Social Media:

• We often take pictures to show examples of before and after work and to use for training and information. Should you not wish photos of your dog to appear on social media please inform us at the time of the groom.

• We may also use pictures and video of your dog’s groom to promote our facility. Please inform us if this is something you would prefer to opt out of.

Emmipet Ultrasonic Teeth Cleaning

• Any owners booking their dog in for ultrasonic teeth cleaning must first have a consultation. If at consultation we believe we cannot use or ultrasound toothbrush on your dog, part of your consultation fee can be redeemed against dental health products, dental sticks and treats.

• The initial session will be for around 30 – 35 minutes. We will then advise on the best course of treatment for your dog.

• The Bath Country Pets cleaning service is provided as a preventative service rather than a curative procedure.

• Due to each dog being different, we cannot guarantee the result or number of appointments to complete the course. On average, 5-10 sessions are needed before moving onto maintenance appointments.

• Maintenance appointments will last 15 – 20  minutes and can be booked in consultation with our grooming team. These should occur between 4 – 8 weeks of the previous appointment and once the dog has finished the initial course/ has teeth in a good condition, they can move onto this.

• Bath Country Pets House Spa Team will use the Emmi-pet ultrasound toothbrush which has no manual movement and no noise.

• Where possible staff will take before and after photos of your dogs dental health progress.

• The results will vary depending on the clients current dental health, diet, previous dental health/visits and behaviour during the sessions. Therefore, please know your dog’s progress may be different to another.

• By booking a teeth cleaning appointment you understand that the purpose of the cleaning is to help maintain dental and gum health.

• Tartar, plaque, stains and bacteria will be gradually removed from the teeth during the course of treatments.

• During or after the teeth cleaning process, there may be some minor signs of blood on the gum line as the tartar and the plaque is broken down. The ultrasound technology increases blood flow which helps to heal gums and remove bacteria.

• The Bath Country Pets team have the right to refuse or stop treatment if:

  • There are any loose or fractured teeth

  • If the gums are severely heightened and receding

  • If the client becomes stressed and aggressive, putting themselves or staff members at risk

• Any obvious normalities are visible or suspected in the mouth including but not limited to:

  • A foreign body embedded in the mouth;

  • Oral warts

  • Oral injuries; or Tumours

• If the session is cancelled because of a decision made by the staff members, you will be refunded minus the £15 brush charge.

• Bath Country Pets team will not progress with any treatment to teeth or gums if we feel that you need to seek veterinary guidance.

• By using our services, you agree that Bath Country Pets is not liable for any damage, loss or claim airing from any condition involving your dog. It is further understood and agreed the terms of this agreement can change at any time, without notice, and will overwrite all prior signed contracts or released.

• When your toothbrush head needs replacing, you will be charged £15 to cover the cost of this. When the head will need replacing will vary from dog to dog depending on if they try to chew it or not but we suggest replacement every three months.

Consultation

• Initial consultation and first mini treatment with Bath Country Pets, is £35.

• After consultation, if the Bath Country Pets team recommends your dog for treatment, subsequent charges will be £25 per session.

• Failure to turn up to your consultation appointment or cancelling with less that 48hour notice will result in the deposit being lost.

• Frequent miss shows and cancelations will mean that Bath Country Pets can terminate any ongoing treatments and your deposits will be lost.

• The consultation appointment is the time to discuss our different services and talk through the next steps. The Bath Country Pets team will think of the health and welfare of the dog over aesthetics. Therefore, if a staff member thinks it is best to go down a different route to what you were thinking, you should respect their decision.

• Bath Country Pets have the right to refuse operating any of their services on a dog in poor condition or with a negative/ aggressive behaviour.