OUR POLICIES/REQUIREMENTS

Our Guarantee

We want you to be 100% satisfied with the grooming services you receive.

After every groom, our stylists will review the results with you to make sure you are happy! Please take the time to check them over to ensure you are happy with the groom. If there is something you feel isn’t quite right, please make the staff aware and we will be happy to correct it.

If you notice anything that you don’t like when you get home, please call us within 24 hours so that our Stylists can schedule a time to alter the groom to your liking at no extra cost. The cost of the grooming service in its entirety may not be refunded.

We always try our best, so if you are not happy for whatever reason, we will do our utmost to try and rectify any issues to satisfy both you and your lovely pups.

Services/Pricing

Our menu prices are a general guideline for services; however, the actual pricing of your services may vary based on breed, size, temperament, condition, and length of your dog’s coat. Hours of operation and prices are subject to change.

Timekeeping

As we work on a one-to-one basis, your dog will be given 100% of our attention throughout the appointment. This system can only work if clients drop off and pick up at the times specified. You do not need to arrive early, and if you feel you will not be able to make the pick-up time for any reason, please let us know. Due to us being a small salon we are aren't always able to separate your dog from others coming for their appointment which can cause great difficulty.

If your dog is not collected at the agreed collection time you will incur an additional charge of £5 per 30 minutes.

If you are more than 15 minutes late to your appointment, we will not be able to complete the groom in the allocated time, and therefore will re-arrange for a future date. This is then treated as a missed appointment and a fee may be charged.

Deposits/Cancellations

All appointments require a non-refundable fee of 50% of the grooming price to be paid before booking in order to secure the appointment. The fee is non refundable and if you need to rearrange please give us at least 48 hours notice and we will allow you to carry the deposit over to another day.

If you do not turn up to the appointment or cancel with less than 48 hours notice the deposit will be lost. Another fee of 50% of the grooming price will then need to be taken in advance to secure a new appointment.

Matted Dogs

Removing matts and continuous brushing can be very painful and distressing for your dog. As such, we will always advise clipping to remove the matted and damaged coat.

Since matts rest tightly on the skin, they can often cause or reveal inflammation, existing injuries, restricted movement, and blood circulation issues. Once removed, your dog may itch, lick, or feel irritated until the skin and blood flow return to their normal position.

If your dog needs to be clipped short due to excessive matting, we will be sure to contact you first, if not already discussed in the pre-consultation.

Severely matted dogs will incur an additional charge of £10 for de-matting and/or clipping off the coat. The procedure can take significantly more time and labour, as well as more product and equipment wear and tear than a routine groom.

If your dog does suffer with excessive matting, we are happy to discuss the appropriate brush and techniques to groom your dog correctly. We would also encourage regular full grooms and in between maintenance.

Flea Policy

Please help us maintain a flea free zone. If your pup is found to have fleas, we will charge a fee of £10 in addition to the cost of the groom, where they will be bathed in a flea shampoo and the salon disinfected.

Aggressive/Difficult Dogs

Any dogs that are aggressive towards a member of the team or another dog may need to be muzzled. If we feel the dog is too aggressive or difficult to groom, we may refuse to continue the groom and send them home. We will always ensure we do best by the dog and if the groom is too stressful for them, we will stop. We may also refuse to groom them again in the future.

We will only charge for the service we are able to complete.

Dogs That Are Pregnant Or In Season

If your dog is in season, please make us aware when booking the appointment. Male dogs can detect a female in heat often causing their behaviour to be disruptive whilst grooming. We must also ensure they are always kept separated. 

We will not groom dogs that are pregnant.

Complaints

In the unfortunate instance that your dog has suffered an injury during the groom such as a nail cut too short or a small nick from the clippers, we will make you aware upon collection. Photos will be taken, and the correct care advice given.

These instances are very rare; however, accidents do happen. Dogs do tend to fidget whilst being groomed, and if the coat is in a bad condition small nicks can unfortunately sometimes occur.

If a complaint is made, we will do a full investigation into what has happened and will present our findings and hope to resolve it as soon as possible. If we feel we are unable to come to an agreed conclusion we will pass the information onto our insurance company who will settle it on an impartial basis.

Please note that if you do wish to make a complaint, then please contact us within 7 days of the groom date. Any complaints made after 7 days of the groom being completed will not be perused.

To schedule a complimentary consultation with a FUR Collective Stylist please call us on 01253 228 035, email us at hello@thefurcollective.co.uk or message us on our WhatsApp, Facebook or Instagram.