These terms and conditions must be read and agreed before your dog can be groomed by Harlequin Dog Grooming.

These Terms and Conditions apply to all dog grooming services provided by Harlequin Dog Grooming (“we”, “us”, “our”) to the owner or person responsible for the dog (“you”, “your”).

By booking an appointment, you confirm that you have read and accepted these Terms and Conditions.

You confirm that:

• You are the owner of the dog or have the owner’s authority to make decisions regarding the dog’s grooming and care.

• The information you provide about your dog is accurate and complete.

• You will tell us about any known medical conditions, allergies, skin conditions, previous injuries, recent operations, medication, behavioural issues, anxiety, aggression or other circumstances that may affect grooming.

• You will tell us if your dog has previously reacted badly to grooming, bathing, dryers, clippers, restraints or particular grooming products.

• You will provide accurate emergency contact details and, where reasonably requested, your dog’s veterinary details.

Failure to provide relevant information may affect our ability to safely carry out the grooming service.

Any health conditions, operations, or allergies (past and present) are to be disclosed prior to first groom. Grooming sick or elderly Dogs is done so at you, the owner’s own risk. If your dog’s health gives cause for concern whilst in my care (for example, a seizure) you agree to me seeking vet advice at your expense. I will of course attempt to call you in the event of anything happening.

You agree that the groomer will not be held liable or responsible for any underlying skin or health problems that grooming may expose.

Grooming can involve handling, brushing, bathing, drying, clipping and restraint.

You acknowledge that some dogs may have underlying or pre-existing health conditions which may not be apparent before grooming.

We will take reasonable care when providing the service. However, we cannot guarantee that grooming will not reveal, aggravate or coincide with an existing medical condition.

If we reasonably believe that continuing the groom would be unsafe or could cause distress or harm to your dog, we may stop or modify the grooming service.

If we become concerned about your dog’s health during an appointment, we may contact you and/or seek veterinary assistance where reasonably necessary.

You remain responsible for any veterinary costs arising from a pre-existing or underlying condition, except where those costs arise from our negligence or other liability that cannot legally be excluded.

Before your dog’s first groom you must confirm that your dog has had their full puppy vaccinations and it has been a minimum of 14 days since their second round of vaccinations.

If your dog has had a live vaccine (such as kennel cough) you must allow a minimum of 6 weeks before a groom to prevent transmission to the groomer.

Post surgery, a minimum of 21 days and the all clear from your vet is required as a precaution before grooming. Wounds need time to heal and it is not fair to subject your dog to a groom whilst they are still healing from surgery.

Please inform us before the appointment if your dog is elderly, nervous, anxious, reactive, aggressive, has a history of biting, has difficulty being handled, or has any condition that could make grooming particularly difficult or hazardous.

We reserve the right to stop or decline a grooming appointment where, in our reasonable professional judgement, continuing would present an unacceptable risk to the dog, the owner or the groomer.

Where appropriate, we may recommend veterinary advice or an alternative grooming approach.

Severely matted coats may require clipping close to the skin.

Removing severe matting can expose skin conditions, sores, bruising, parasites or other problems that were not visible beforehand.

In some circumstances, removing matting may result in temporary skin irritation, redness or other complications.

We will discuss significant matting with you where reasonably possible before proceeding.

Where a dog’s welfare requires the removal of severe matting, we may recommend clipping rather than attempting to brush out the coat.

We will exercise reasonable care and skill, but we cannot guarantee the condition of the skin beneath severe matting or that complications associated with pre-existing matting will not occur.

Although we take reasonable care and use appropriate grooming equipment and procedures, dogs can move unexpectedly during grooming.

We will take reasonable steps to minimise the risk of injury.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, or any other liability which cannot legally be excluded or limited.

You acknowledge that grooming involves handling a dog in circumstances which may cause some dogs stress or anxiety.

If your dog displays behaviour which makes grooming unsafe, including biting, snapping, excessive struggling or repeated attempts to escape, we may stop the grooming session.

If reasonably possible, we will contact you before stopping the service.

We reserve the right to refuse future appointments where we reasonably believe that the dog’s behaviour creates an unacceptable safety risk.

You remain responsible for informing us of any known history of aggression or biting.

If we believe your dog requires urgent veterinary attention while in our care, we will make reasonable attempts to contact you.

If you cannot be contacted and we reasonably believe immediate veterinary attention is necessary, you authorise us to seek appropriate veterinary assistance.

Any veterinary costs will normally be your responsibility where they relate to your dog’s pre-existing condition, illness or circumstances not caused by our negligence.

Where an emergency results from our negligence, our liability will be determined in accordance with applicable law.

Photos may be taken before, during or after grooming for record keeping purposes.

By signing Harlequin Dog Grooming’s terms of service you agree to your dog’s photo being taken and used on the groomer’s social media / website.

We want you to be satisfied with the service provided.

If you have a concern about your dog’s groom, please contact us as soon as reasonably possible after the appointment and preferably within 48 hours.

For concerns relating to the appearance of the groom, please provide photographs where appropriate so that we can properly understand the issue.

We will consider complaints fairly and investigate the circumstances, including any relevant grooming notes, photographs and information provided at the time of the appointment.

Where appropriate, we may offer a reasonable remedy, such as correcting an aspect of the groom.

Nothing in this complaints procedure prevents you from exercising any legal rights you may have.

You are responsible for informing us of any relevant circumstances concerning your dog which could reasonably result in damage to property.

Where your dog causes damage to our premises, equipment or property as a result of circumstances which you knew or ought reasonably to have known about, we reserve the right to seek reasonable compensation for the resulting loss, subject to applicable law.

Payment is due at the time of collection unless otherwise agreed.

We reserve the right to charge for additional services where these have been reasonably required and, where practicable, agreed with you in advance.

Any additional charges will be explained to you.

Please provide at least 96 hours’ notice if you need to cancel or rearrange an appointment.

We reserve the right to charge a reasonable cancellation or missed-appointment fee where an appointment is cancelled with insufficient notice or not attended.

Any cancellation fee will be proportionate to the loss reasonably incurred by the business and will not be intended to operate as an unfair penalty.

Please ensure you drop off your dog at the allotted time and do not make a big fuss about leaving them. Your anxieties can easily transfer to your dog and this can leave them stressed about you leaving.

Please do not turn up for collection early, unless you have received a call to collect early. Early arrivals can lead to your dog getting excited at your presence which then affects the remainder of the groom.

When messaged to collect your dog, you agree to collect your dog promptly within 15 minutes of receiving notification the groom is completed.

If you are significantly late collecting your dog, a reasonable additional charge of £10 per dog, per 30 minutes, may apply where the delay causes us additional costs or prevents us from carrying out other appointments.

Please do not phone during the groom, phone calls will not be answered. You will be contacted once the groom is complete.

We will provide grooming services with reasonable care and skill.

Nothing in these Terms and Conditions is intended to exclude or restrict:

• liability for death or personal injury caused by our negligence;

• liability for fraud or fraudulent misrepresentation;

• your statutory rights as a consumer; or

• any other liability which cannot legally be excluded or restricted.

Subject to the above, we are not responsible for loss or damage arising solely from circumstances outside our reasonable control or from information which you failed to disclose to us and which was reasonably relevant to the safe provision of the grooming service.

Where a loss or damage is caused partly by circumstances for which we are responsible and partly by circumstances for which you are responsible, liability will be determined in accordance with applicable law.

Nothing in these Terms and Conditions affects your statutory rights.

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be treated as modified or removed to the extent necessary, and the remaining provisions shall continue to apply.

We may update these Terms and Conditions from time to time.

The Terms in force at the time you make a booking will normally apply to that booking.

These Terms and Conditions are governed by the law of England and Wales.

Any dispute will be dealt with by the courts of England and Wales, subject to any mandatory consumer rights that apply to you.

Any contact details will be stored to enable the groomer to contact you by phone, text, or email. For example, in emergencies, booking reminders and collections. You understand this can be withdrawn at any time. Any data that is held will not be shared to any other person or business except by those required by law.

Grooming appointments are available Monday to Fridays. Closed weekends and bank holidays.

By booking an appointment, you confirm that you have read and understood these Terms and Conditions.

Business: Harlequin Dog Grooming

Date: 1 May 2025