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Policies

  • EMERGENCIES/VETERINARY CARE

    • In an event of an emergency we may seek professional veterinary attention for your dog at your expense. All attempts will be made to contact you in the event of an emergency.


  • HEALTH

    • A general health check will take place throughout the groom for any visible concerns. If I notice anything that you should be concerned of you will be informed. 

    • Grooming can be stressful to some dogs and any heart conditions or stress related issues must be communicated before the appointment. 

    • Any previous surgeries, hip or joint problems, cysts, moles, warts, ear infections, allergies, sensitivities, skin conditions, epilepsy or aggression must also be communicated before the appointment. 

    • If your dog is not feeling well please cancel their appointment following the cancellation policy. This is for their own comfort and the safety of the other dogs that visit the salon. If your dog comes to an appointment and the groomer feels that your dog is unwell, they can refuse the groom and full payment will be charged. 

    • Please keep Ella’s Dog Spa up to date with any changes to your dogs health or medical condition so we can keep their files up to date and offer them our best services.

    • We are unable to groom dogs that are pregnant or in season. If you do not inform us that a dog is pregnant before the groom and there are any complications with the pregnancy after a completed groom then we are not to be held liable. 

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  • VACCINATIONS

    • I will not groom any dog that is not up to date with their vaccinations. If your dog is not vaccinated or their vaccination is out of date then please allow 14 days from the date of their vaccination until their grooming appointment. 

    • We can only accept puppies for grooming 14 days after their second vaccination. 

    • All dogs must be up to date with vaccinations to include- Canine- Distemper, Parvovirus, Parainfluenza, Hepatitis, Kennel Cough, Leptospirosis.

    • We follow a strict cleaning regime to ensure there is no cross-contamination between dogs. We cannot be held responsible for any illness or disease that your dog may encounter while in EJ Dog Grooming. 

    • Please note that dogs must also be up to date with flea treatments. 

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  • CANCELLATIONS AND MISSED APPOINTMENTS

    • By cancelling or forgetting an appointment without giving enough notice of at least 48 hours, does not give adequate time for us to offer this appointment to someone waiting. There are no exceptions to this policy, the following fee’s and terms apply-

    • There are no fees applied for cancellations or reschedules that are given 48 hours or more notice before the agreed appointment. 

    • Cancellations or reschedules giving less than 48 hours notice will result in a charge equal to 50% of the groom scheduled.

    • No shows or cancellations on the day of the appointment will be charged 100% of the groom scheduled.

    • Any future appointments will not be booked in until all fees have been paid and received. 

    • Clients who have missed previous appointments will be asked to pay in full for the amount of the scheduled groom prior to the appointment for any future appointments. This payment is non-refundable in the instance of a missed appointment. The payment is non-transferable if less than 48 hours notice has been given to re-schedule.  Appointments will not be confirmed until this payment has been received. 

    • To reschedule or cancel an appointment please call or text- 07818200553 over 48 hours before your appointment to be exempt from the cancellation fee. 

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  • LATE ARRIVALS 

    • Appointment times are not flexible and must be kept to. Running on a one-to-one basis does not allow time for lateness. I will try to accommodate where possible, in the event where you are more than 15 minutes late, the appointment may be cancelled and you will be charged the full amount of the grooming appointment scheduled. Arriving 15 or more minutes late will be treated as a no-show. 

    • A text reminder will be sent out 48 hours before your scheduled appointment but please bare in mind, it is your responsibility to remember and arrive to your scheduled appointment.

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  • COLLECTION TIMES

    • As agreed when dropping off your dog, you will be contacted 20 minutes (unless agreed otherwise) before your dog is ready for collection. If you are more than 15 minutes late to pick up your dog then you will be charged £5 per 15 minutes.

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  • PRICING

    • Pricing is dependant on the individual dog itself. Factors taken into consideration when pricing for a groom are- breed, hair length, coat condition, temperament and grooming history.

    • Prices given during an enquiry or consultation are only an estimate. An exact price will be given at the end of the completed groom. 

    • Please be aware there will be a surcharge to your dog’s groom if they are matted, require more than the standard double shampoo, has fleas, or has not been groomed in the advised recommended grooming schedule by their groomer. 

    • Puppy packages and prices are only applicable for dogs under the age of 6 months. Prices will vary dependant on the breed and age of the puppy. 

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  • FLEAS

    • Dog’s with fleas will not be accepted and must be treated and free from fleas before returning for grooming. If you think your dog has fleas please contact EJ Dog Grooming for a consultation and advice.

    • If we find your dog has fleas once an appointment has started a flea surcharge of £20 will be applied on top of the normal appointment price. This covers the cost of the specialist flea shampoo used on your dog, towels that are bagged and separately washed from the rest of the towels and the cost of flea bombs to thoroughly disinfect and clean the salon.

    • If a dog is found with fleas before an appointment has started then the dog will be refused and you will still be charged the expected amount of the arranged appointment. 

    • Please ensure you are reading the directions of use on your flea treatments and treat your dogs accordingly. Bare in mind some treatments state that a dog must not get wet for a certain period of time. Grooming should be booked around this schedule. 

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  • PRE-VISIT

    • Please allow your dogs to go to the bathroom before their appointment. A full bladder or bowel can be very uncomfortable for a dog while being groomed. If a dog does have an accident and needs to be washed and dried again there will be a surcharge of £10 to cover the additional time needed for the groom. 

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  • NEW CLIENTS

    • All new clients are required to fill out a consent/release form for their dog prior to their appointment. Providing adequate information in order for the groom to go ahead. 

    • You must also agree to the written policies and disclaimers in order for the groom to go ahead.

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  • TREATMENT TIMES

    • An approximate time of completion will be given when you drop off your dog. We will ring or text you when your dog is 20 minutes (unless an alternative time is agreed) from being ready for collection.

    • Please be patient if the appointment is taken longer than expected, there are a number of factors that can contribute to this. We pride ourselves in keeping a calm salon and will not rush your dog’s groom. 

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  • EXTENDED TREATMENT TIMES

    • If you do not wish to follow our recommended schedule for your dog’s coat type and breed then a surcharge will be added to your final price as the groom will take more time and require more work. 

    • Some dogs will require additional time for a groom due to being elderly, nervous or disabled. In this case the additional time will be surcharged at £20 an hour. This will be discussed before the groom.

    • A surcharge of £20 an hour will also be added onto a groom that requires additional time due to a dogs temperament or behaviour.

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  • COAT CONDITION

    • Ella’s Dog Spa puts a dog’s comfort above all else, in the event that their coat is extremely matted then they may have to be clipped down rather than perform a painful de-matting procedure. 

    • There will be a surcharge added to the groom starting at £10 for de-matting and clipping off due to mats.

    • The owner will be contacted before a de-mat or clip-down has taken place. A clip-down release form must be signed for Ella’s Dog Spa to provide this service. 

    • When a dog is severely matted there is an increased risk for clipper burn or cuts to occur. All attempts will be made to prevent this, however in extreme matted conditions, it is unavoidable. 

    • It is the owner’s responsibility to ensure the dog’s coat and skin is looked after and no irritation is worsened by the dog’s actions of itching or licking once they have left Ella’s Dog Spa. Mat removals can cause itchiness, skin redness, irritations. Shaved dog’s are prone to sun burn, the skin should be protected until the hair grows back to a sufficient length. 

    • If a dog’s coat is matted and a clip down is not wanted by the owner, then the groom will stop and the dog will be sent home. A cancellation surcharge will be charged. Ella’s Dog Spa will not bath and blow dry or cut above mats if the owner refuses a clip down. 

    • The Animal Welfare Act 2006 will always be abided and referred to.  

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  • BEHAVIOUR

    • If your dog is aggressive towards people or other dogs you must make us aware of this before the appointment. This includes if they have bitten someone or another dog before. If they have ever had to wear a muzzle. As the owner you will be held liable for any bites or scratches and the damage caused to the groomer. Loss of working days and wages will also be expected to pay. Any prescription charges or other charges incurred from any injuries. 

    • If a dog is showing signs of aggression then we may use a muzzle or restraints to ensure the safety of your dog and the groomer.

    • We will refuse a dog prior to grooming, during or subsequent grooms after if we feel as though your dog is not suitable to be groomed due to their aggression. 

    • We can refuse to groom a dog due to their aggressive behaviour. In this case 100% of the groom cost will be charged irrespective of how much of the groom has been completed. 

    • Any property that has been damaged by your dog will be chargeable.​

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  • DATA PROTECTION

    • Ella’s Dog Spa will retain personal details of yourself and your dog when booking an appointment. A disclaimer must also be signed. Your data will be treated in accordance to the data protection principles of the Data Protection Act 1998 and will not be shared with 3rd parties. 

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  • SATISFACTION POLICY

    • We pride ourselves in a high standard of work produced at Ella’s Dog Spa. We will always try our best to suit your needs and wants, however if for any reason you are not completely satisfied with the outcome of a groom then please inform us within 2 days so we can are able to rectify it. Your satisfaction is very important to us and wish for yourself and as well as your dog to always leave happy. 

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  • PAYMENT

    • Cash or all major cards are accepted. Bank Transfers are not accepted (unless agreed otherwise).

    • Payment must be made before or at the end of the groom. Failure to pay at the end of the groom will result in a late payment fee. 

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  • ANAL GLANDS/EAR PLUCKING

    • Ear plucking and anal glands are not offered at Ella’s Dog Spa. Both are now seen as veterinary procedures. If you have any concerns or worries please speak to your veterinary practice. 

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