Policy & Procedures

Policy & Procedures

New Clients

All new clients will need to complete a client information sheet and sign our grooming release form. We will also discuss your requirements for grooming and inspect your dog. This process will take about 10-15 minutes so please allow time.

Anal glands

Under the Veterinary Surgeons Act 1966, only qualified Veterinary Surgeons are allowed to diagnose conditions and undertake treatments such as expressing anal glands, teeth cleaning and administer medicines, or advise Owners' on how to do this themselves. As such, no Dog Groomer should be partaking in any of these activities. Whilst some less informed Dog Groomers do carry out these procedures, at Dogzi we observe the regulations put in place by the Law and will not carry out such procedures. However we will of course conduct a thorough health check of your dog and advise whether there is anything observed which should be addressed by a Vet.

Cancellation

We hope you don't have to cancel your grooming appointment but if you do please give us as much notice as possible, we are a small business and 'no shows' can have a detrimental effect on us, if we have enough notice we may be able to fill your appointment slot. Cancellation charges are as follows

More than 24 hours cancellation notice No charge
Less than 24 hours cancellation notice 25% of groom cost
No-show 50% of groom cost

Exceptions will be made for unavoidable emergencies. If you cancel twice within a 12 month period we will require a 50 % deposit for all bookings.Pick Up

We will notify you when your dog/dogs groom is completed and they are ready for collection by phoning you. Due to limited space within the salon we cannot hold completed dogs indefinitely and ask that you collect your dog within 30 minutes of being advised. If your dog is social and gets along with the daycare dogs we can hold them until lunchtime if a morning appointment or until closing if an afternoon appointment for a £5 fee. Any dog that is not collected within a suitable time will be charged a £5 late collection charge per every half hour that passes. This fee is payable on top of the cost of the groom carried out. If by 6pm your dog has not been collected from us, we will assume your dog has been abandoned and we will be forced to call the Dog Warden to collect the dog (unless in extreme circumstances and agreed by us). If this happens you will be required not only to pay for the groom and Late Collection Charge due to us, you will also have to pay the Dog Warden's call out fee, dog release fee and emergency kennelling fee. We will only release the details of your dog's location, once our fees have been paid.

Relief prior to grooming

The client agree"s to make sure their pet has relieved itself prior to drop off at Dogzi. If the dog fouls in the salon I agree to pay the subsequent charge of £5 per accident to cover the extra time it takes to groom my dog.

Parasites

It is the owners duty to make sure their pet is free of parasites before entering the salon that the appropriate flea and tick prevention is used on the pet. If the dog is found to be carrying fleas or , the owner will be informed and agree"s to pay the associated costs of £5 which covers the extra time spent bathing the dog to remove fleas, the use of ridasect shampoo, extra clean up time including flea removal and prevention products in the salon.

Allergies

If the pet suffers from any allergies the owner agree's to make The Company aware of such allergies and either provide a veterinary shampoo or give Dogzi permission to use a hypoallergenic product.

Previous conditions uncovered

It is understood that Dogzi is not responsible for any conditions or problems discovered during grooming, The Company will inform you of anything found at time of collection so that the client can take appropriate action.

Vet care needed after groom

Should veterinary care be necessary as a result of any services by Dogzi, The company should be notified within 48 hours of such case. Reimbursement for such care will be at the sole discretion of Dogzi and unless it can be clearly shown that Dogzi is liable, all costs will be at the owners expense.

Matted

The client agree's to allow Dogzi to shave my dog if it is deemed to be matted to an extent that dematting would cause pain and suffering to the dog under 2006 Dog Welfare Act Whether a dog is "matted" is at the sole discrimination of Dogzi. The client will be informed and given the option to pick the dog up by the company, before the procedure is carried out. Dogzi shall not be held liable for any after grooming effects of the dematting shaving process and problems uncovered on a matted or otherwise neglected coat. These include, but are not limited to: itchiness, skin redness or self inflicted irritations/abrasion from excessive external rubbing. The client at the time will cover any costs associated with dematting. This is unpredictable and subject to the condition of my dog,

Refusal of service

Dogzi reserves the right to refuse to groom any dog for the health and safety reasons of the groomer and/or the dog. A muzzle may be used. Services may be discontinued if the company determines that a dog presents an unsafe condition. Such conditions include but are not limited to: behaviour issues, health problems and parasites.

I agree to inform Dogzi prior to grooming if the dog has ever bitten any human, another dog or has any aggressive tendencies whatsoever. The client understand's and agree's that they will be held solely liable for any harm, injury or property damage caused by the dog.

Pick Up

We will notify you when your dog/dogs groom is completed and they are ready for collection by phoning you. Due to limited space within the salon we cannot hold completed dogs indefinitely and ask that you collect your dog within 30 minutes of being advised. If your dog is social and gets along with the daycare dogs we can hold them until lunchtime if a morning appointment or until closing if an afternoon appointment for a £5 fee. Any dog that is not collected within a suitable time will be charged a £5 late collection charge per every half hour that passes. This fee is payable on top of the cost of the groom carried out. If by 6pm your dog has not been collected from us, we will assume your dog has been abandoned and we will be forced to call the Dog Warden to collect the dog (unless in extreme circumstances and agreed by us). If this happens you will be required not only to pay for the groom and Late Collection Charge due to us, you will also have to pay the Dog Warden's call out fee, dog release fee and emergency kennelling fee. We will only release the details of your dog's location, once our fees have been paid.

Veterinary care

Dogzi has the owners permission to do whatever they feel is appropriate for the wellbeing of my dog. Should they determine that veterinary care is warranted, The owner agree's to pay all associated fees and costs. If my veterinarian is not readily accessible Dogzi is authorised to use a veterinarian of their choice.

Photos

The Company Dogzi has permission to take photos of my dog during the grooming process; the photos may be posted on facebook and might be used in promotional materials.

Pick up

Upon collection it is understood that when my dog is ready for collection Dogzi will phone me and you will need to collect your dog within 30 minutes unless otherwise arranged. Any dog that is not collected within a suitable time will be charged a £5 late collection charge per every half hour that passes. If by 6pm your dog has not been collected, we will assume your dog has been abandoned and will be forced to call the Dog Warden.

Payment

Payment agreed to pay all costs for the grooming of our dog including but not limited to: special handling requirements, fouling, fleas, dematting and fees due to late drop off/pick up or missed appointments. You agree to pick my dog up at the arranged time.

Excessive Grooming

If a dog requires more than 3 hours work due to excessive matting or an overdue appointment, Dogzi reserve the right to stop the grooming and request the dog comes for a return visit at an additional charge to the owner.

Old age dogs

If my dog is of an age that The company considers to be elderly, only grooming work that they will tolerate will be carried out. The company will not cause undue stress to an elderly dog, however all work will be attempted.

Complaints

If for any reason, the client is not happy with any aspect of my dogs grooming experience at Dogzi, the client will agree to inform us within 24 hours of my appointment. We understand that it can sometimes be difficult interpreting a customer's requests exactly, but this can be easily rectified.