Dogs will only be accepted when you (or a responsible person) has signed our client card at the salon. By signing the client card you agree that you have read and understood these terms and conditions.
At MillionHairs Grooming Salon we are focused on providing a safe and secure environment for your pet. To ensure the health and safety of your pet/s as well as our other canine clients, we require all of our clients to read and understand the following policies. All dogs attending MillionHairs Grooming Salon must have an up to date client record on file.
PRICING
Please note that all prices are quoted as ‘from’ as we assume a reasonable condition and temperament.
Pricing is based on breed, hair length, coat condition, temperament, age, styling and grooming history. All prices shown are guide prices only, we will give you an exact cost at your pre-treatment consultation. Puppy prices are only applicable to dogs under 6 months of age. For some breeds an additional hand-strip service may be required.
Please be advised a surcharge will apply if your dog is matted, requires additional staff support, has fleas or has not been groomed within the recommended grooming schedule for their breed. Additional charges will apply for the extra time and products involved in grooming neglected coats, in-particular those which require clipping off due to severe matting and for dogs whose temperament also requires more time to complete. For isolated areas of matting there will be an additional charge, please see our pricing guide for more information.
Final Price
This will be determined taking all factors into consideration. A well cared for pet which is maintained in a reasonable condition between grooming appointments and exhibits normal behaviour is usually the price quoted. All pets are assessed and priced individually. If we cannot safely complete your pet within the guidelines of the Animal Welfare Act 2006 due to behaviour, aggressive or otherwise, we will call you to let you know. Fee’s will still apply.
MATTED COATS
As a salon which promotes Responsible Dog Ownership we do not de-matt neglected coats.
This is very different to removing small knots, tangles and isolated matted hair from the coat which can be achieved without causing anxiety, stress or pain. For isolated matt pricing, please see our price guide.
For pet’s that are severely matted our only option may be to shave off the coat. This will be discussed beforehand or the owner will be contacted during the groom and will incur an additional fee. A Clip Release Form will need to be signed. The health and condition of a dog’s coat and skin are the responsibility of the owner. MillionHairs Grooming Salon will not be responsible for any nicks or irritation that may occur from the de-matting process. Please see the our guide to grooming matted coats.
CANCELLATIONS & RESCHEDULING
Please understand that when you forget or cancel an appointment without giving enough notice we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive our services. As our therapist’s time is reserved specifically for your dog we cannot
provide any exceptions to this policy and the following fee’s and terms apply –
o There are no fees applied for cancellations or reschedules that have given 48 hours or more notice.
o Cancellations or Reschedules giving less than 48 hour notice will result in a charge equal to 50% of the reserved service amount.
o No Shows or Cancellations on the day of the appointment will be charged 100% of the reserved service amount.
o Clients who have missed a previous appointment will be asked to pay in full when booking all future appointments. These payments are non-refundable in the instance of a no show. In the instance of a rescheduling of an appointment giving less than 48 hours’ notice the rescheduling fee will be deducted from the advance payment.
o In order to book your next appointment cancellation and rescheduling fee’s must be paid in full.
To reschedule or cancel an appointment, please call or message the salon on 07892 716408. If you are cancelling your appointment outside normal working hours please leave a voicemail providing your name, dog’s name, time and date of appointment. If needed, a member of staff will follow up with you by phone during salon hours.
Drop Off & Late Arrivals
Please make it your priority to arrive on time for all appointments as appointment times are not flexible. While we do our utmost to accommodate clients that arrive late, clients arriving more than 10 minutes late will miss their treatment time. We do appreciate clients may be late through no fault of their own, however we also have a duty to our other clients who keep to their appointment times.
Being 10 minutes or more late will result in a missed appointment and be charged 100%.
This policy enables us to run an efficient salon and provide the required time needed to service all of our clients. We confirm appointments at the time of booking and 48 hours prior to your appointment date. However, if we are unable to reach you please understand that it is your responsibility to remember your appointment date and time to avoid a late arrival, missed appointment, and the cancellation fee.
TREATMENT TIMES & COLLECTION
An approximate completion time will be given for your dog’s treatment when you drop them off. However, we will ring or text you when your dog is ready. Please be patient if we take a little longer than expected as we will not rush your pet through their treatment. We request that you refrain from arriving early to collect your dog as it can cause them to become excited. We are using sharp equipment and may be unable to complete the groom if we deem it to be too dangerous. In this instance, the full cost of the groom is still payable. Pet parents arriving early to collect their dog puts pressure on both the stylist and dog during what would otherwise be a stress free relaxing grooming experience for your pet. We appreciate you waiting for our call or text.
Once 30 minutes has elapsed after the arranged collection time a £10 charge per hour will be added to the final price unless previously arranged. This is to discourage pets being left with us for extended periods.
FLEAS
Please note that dogs with fleas cannot be accepted. If your dog has fleas please treat them prior to visiting the Spa. Should your dog be brought to us with an infestation which is discovered during the groom, a flea surcharge of £20 will apply. This covers the cost of flea elimination: pets with fleas are washed multiple times and left to soak in a specialist shampoo, towels must be bagged and laundered separately, and the salon must be thoroughly cleansed and disinfected.
HEALTH
If your pet is not feeling well (e.g. vomiting, diarrhoea, kennel cough) please do not bring him/her to the salon for their own comfort and the safety of our other canine clients. Please advise our staff of any change in your dog’s health or medical condition upon arrival so that we may update your pets file. We are unable to accept dogs who are in season or are pregnant.
BEHAVIOUR
MillionHairs Grooming Salon will refuse the use of its facilities if there is evidence of behaviour that may be considered dangerous to other dogs or employees. If your dog does have an incident that MillionHairs Grooming Salon deems unacceptable we reserves the right to stop the grooming process. In this case 100% of the groom cost will be charged irrespective of how much of the grooming treatment has been completed. It is the owners responsibility to be honest and transparent about their pets behaviour and inform the salon of any behavioural issues or triggers in advance, for example: biting, foot sensitivity or loud noise intolerance. It may be advised that additional therapists are needed to complete the groom, in this instance there will be an additional charge of £40 per hour. This will be discussed following our consultation.
QUIET ZONE
We appreciate that some pets are nervous or reactive towards other dogs, therefore we can offer a quiet zone period. This means there will be salon exclusivity for your dog. This is charged at an additional fee per hour and must be booked and discussed in advance.
WALKS & TOILETING
Please ensure that your dog has been adequately walked, and if possible, been to the toilet before their appointment. A full bladder or bowel can be very uncomfortable for a dog whilst it is being groomed. Water will be provided for your pet during their visit.
PAYMENT
MillionHairs can accept cash, bank transfer and card payments. Please familiarise yourself with our cancellation policy.
ACCIDENTS & EMERGENCIES
While we take every precaution to groom pets safely, we are using very sharp equipment on live, moving animals. Some pets may become uncooperative during grooming, which can lead to minor accidents. If your pet sustains any injuries, owners will be notified immediately, and appropriate first aid will be provided. In the case of a medical emergency, we will contact the pet’s emergency vet, as stated on the client form, or transport them to the nearest vet clinic. Any expenses incurred will be the responsibility of the pet owner.
LIABILITY
MillionHairs Grooming Salon will not be held responsible for any pre-existing health conditions or underlying issues that may arise or worsen during the grooming process. Whilst every effort is made to ensure pets’ safety, grooming is performed at the owner’s risk, particularly for elderly, ill, or anxious dogs.
DATA PROTECTION
MillionHairs Grooming Salon keeps detailed records of all dogs, treatments and responsible staff. New clients must sign a disclaimer form and some personal details will be retained. Client data will be kept confidential in accordance to the data protection principles of the Data Protection Act and will not be shared with any 3rd parties.
We may take photographs/videos of pets for our portfolio, social media or for promotional use. These could include photographs/videos of matting, nervous or aggressive behaviour for educational purposes. If you do not wish for your pet’s photograph/video to be used, please inform us prior to the appointment via your ‘Check-In’ form. Please note, in some instances, some photographs/videos will be taken regardless of client preference in order to protect our salon.
SATISFACTION
If for any reason you are not completely satisfied with the treatment received, please advise within 2 business days so we can do our best to rectify it. Pet parent’s satisfaction is important to us. We take great pride in our service and want our pet parents to as well.
RECYCLING
Hair/fur may be sent away for recycling purposes.
These terms and conditions provide clear expectations for and from both of our clients and our salon. This ensures a safe, professional and enjoyable experience for each pet. Owners should review these policies upon booking and sign the acknowledgment form required by the salon.
We appreciate and thank you for your co-operation.
