Terms & Conditions

Appointments, Cancellations & Deposits

-If you need to cancel or reschedule, we kindly ask for 48 hours’ notice.
-Late cancellations may require a 50% deposit for future bookings.
-Missed appointments (“no-shows”) will be charged at 100% of the grooming fee.
-Please arrive on time. Arrivals more than 15 minutes late may result in your appointment being cancelled and charged in full.
-New customers may be asked to pay a deposit which will be taken off the final cost of the groom.

We are very busy so appointments are precious. It is your responsibility to remember the appointments offered to you. Please do not rely on reminders from us. From time to time your mobile phone network can block messages from being received in a bid to prevent spamming. At least 24 hours notice is asked of you for rescheduling and canceling appointments. Please note we may not be able to give you another appointment for several weeks during our busy periods.

If in the case of a 'no show' or with less than 48 hours notice given and a future booking is sought, you must pay for your missed appointment and a deposit is required for a new appointment or to secure a future appointment that you may have already made. Failure to pay will result in cancellation of all future appointments.

Appointments need to be prepaid for in full where not enough notice has been given more than once for last minute rescheduling.

Please be on time for your appointment. If you think you are going to be 15 minutes late or more, please contact us to let us know. Anyone who is more than 15 minutes late for their appointment without letting us know (with a reasonable explanation) will have their appointment canceled and will be charged 100% of the appointment cost and marked as a no show. Any future appointments can be canceled at managers discretion. You will not be offered future appointments where your missed appointment has not been paid for along with a deposit for your future appointment.

Abandoned Dog Policy

1. Definition of Abandonment

Pawtastic Glam Team considers a dog abandoned when it is left unattended outside the salon premises, or when the owner fails to collect the dog within a specified time frame after the grooming appointment.

2. Responsibility and Reporting

2.1 Upon identifying an abandoned dog, salon staff will take immediate steps to ensure the dog's safety and well-being.

2.2 Salon staff will document the situation, including the time and date of abandonment, a description of the dog, and any other relevant details.

2.3 Local animal control or animal welfare organizations will be notified as necessary, following the regulations and procedures of the jurisdiction.

3. Attempted Contact

3.1 Salon staff will attempt to contact the owner using the contact information provided during the appointment booking.

3.2 If contact is unsuccessful, staff may leave a voicemail, send a text message, or an email to inform the owner about the situation and the need to retrieve their dog promptly.

4. Holding Period

4.1 Abandoned dogs will be held in a safe and comfortable environment for a specified holding period, typically no less than 2 days to allow the owner time to respond and collect the dog.

4.2 During this period, the owner will be informed of any associated fees for boarding, care, and any outstanding grooming charges.

5. Fees and Ownership

5.1 Owners of abandoned dogs will be responsible for any applicable fees incurred during the holding period.

5.2 If the owner fails to respond and collect the dog within the specified holding period, ownership of the dog may be legally transferred to Pawtastic Glam Team or a designated animal rescue organization.

6. Re-homing or Adoption

6.1 If ownership is legally transferred, Pawtastic Glam Team will take appropriate steps to re-home the abandoned dog through responsible adoption channels.

6.2 The well-being and suitability of the dog's new home will be a top priority in the re-homing process.

7. Legal Considerations

7.1 This policy is designed to comply with all applicable local and regional laws regarding abandoned animals.

7.2 Pawtastic Glam Team will follow the legal procedures and guidelines set forth by animal control or relevant authorities.

8. Prevention

8.1 To prevent abandonment, Pawtastic Glam Team encourages clients to communicate any scheduling conflicts or changes that might affect their ability to collect their dog on time.

8.2 Reminders about scheduled appointments and the importance of prompt collection will be provided to clients.

9. Acceptance of Policy

By scheduling an appointment with Pawtastic Glam Team, owners acknowledge that they have read and understood this policy and agree to its terms.

Customer Complaint Policy

1. Commitment to Customer Satisfaction

1.1 Pawtastic Glam Team is committed to providing the highest level of service and care to our clients and their dogs. We take customer feedback seriously and aim to address any concerns promptly and professionally.

2. How to Lodge a Complaint

2.1 Clients who have a complaint about their grooming experience are encouraged to express their concerns directly to our staff or management.

2.2 Complaints can be submitted in person, via phone, email, or through our official website.

2.3 All complaints should include the following information: client's name, contact details, description of the issue, date of the grooming appointment, and any relevant details.

3. Acknowledgment and Initial Response

3.1 Upon receiving a complaint, Pawtastic Glam Team will acknowledge the complaint within 48h and provide an estimated time frame for resolution.

3.2 If the complaint requires further investigation, the client will be informed about the process and the expected duration of the investigation.

4. Investigation and Resolution

4.1 Pawtastic Glam Team will conduct a thorough investigation into the complaint, which may include speaking with staff involved, reviewing any relevant records, and assessing the situation.

4.2 Once the investigation is complete, Pawtastic Glam Team will communicate the findings to the client and outline the steps that will be taken to address the issue.

4.3 If the complaint is found to be valid, appropriate actions will be taken to rectify the situation, which may include offering a complimentary service, refund, or another suitable solution.

5. Client Communication

5.1 Throughout the complaint resolution process, Pawtastic Glam Team will keep the client informed of the progress and any updates related to their complaint.

5.2 Pawtastic Glam Team will aim to provide clear and transparent communication while addressing the concerns raised.

6. Continuous Improvement

6.1 Pawtastic Glam Team values customer feedback as an opportunity for improvement. All complaints, even if resolved, will be reviewed internally to identify areas for enhancement in our services and processes.

7. Escalation

7.1 If a client is not satisfied with the resolution provided or the handling of their complaint, they may request that the matter be escalated to higher management or ownership.

8. Privacy and Confidentiality

8.1 All client complaints will be handled with the utmost privacy and confidentiality. Client information and details of the complaint will not be shared with any third parties without the client's consent.

9. Acceptance of Policy

9.1 By scheduling an appointment with Pawtastic Glam Team, clients acknowledge that they have read and understood this policy and agree to its terms.

Health and Safety Policy

1. Please ensure your dog has had a toilet break and some exercise before the appointment.
2. It is your responsibility to inform us of any medical conditions, injuries, allergies, behavioural issues, or other factors that may affect grooming.
3. Senior dogs, puppies, or dogs with health conditions are more prone to stress or injury. While we take every precaution, we cannot accept responsibility for health complications that may arise during grooming.
4. We do not groom dogs that are pregnant, in season, under sedation, or under veterinary care for illness.
5. All dogs must be up-to-date on vaccinations and parasite prevention. If parasites are found, treatment and cleaning fees apply (min. €20).

During the Groom

1. Each dog receives a consultation before grooming. We’ll always do our best to follow your preferences, but please remember: coat condition and breed type may limit styling options.

2. Severely matted dogs may require shaving for their comfort and welfare. In line with the Animal Welfare Act 2013, we will not de-mat for longer than 20 minutes. A waiver will be required.

3. Removing matting can sometimes reveal or cause skin irritations, nicks, or clipper rub. While we take the utmost care, Pawtastic Glam Team cannot be held responsible for issues related to neglected coats.

4. Extra charges may apply for heavily matted coats, difficult behaviour, or flea/parasite treatment (from €5–€30 depending on time/care required). If your dog becomes too stressed or aggressive, we may need to stop the groom for their wellbeing and staff safety. In such cases, you may still be charged partially or fully.

After the Groom

1. We will provide you with a collection time. Please collect your dog promptly. Late collections may incur a €5 holding fee per 30 minutes.

2. Small adjustments can be made free of charge within 24 hours of the groom (except on matted coats). After this, charges may apply.

Behaviour & Aggression

1. For everyone’s safety, we reserve the right to use muzzles, harnesses, or other safe handling equipment if needed. If your dog is known to be aggressive, it is your responsibility to inform us. Failure to disclose this may result in liability for any injury caused to staff.
2. We reserve the right to refuse or stop a groom at any time if we believe it is unsafe.

Photography & Marketing

1. We love sharing our happy furry clients! We may take before/after photos for records or social media. If you prefer your dog not to be photographed for promotional use, please let us know.
2. For privacy, customers may only photograph their own dogs inside the salon.

Veterinary Care

1. In the unlikely event of illness or injury during grooming, we may seek veterinary advice. If your own vet is unavailable, we may use another local practice.
2. All veterinary costs are the responsibility of the owner, unless the issue is proven to be a direct result of Pawtastic Glam Team’s negligence.

Exclusions from Grooming Services Policy

1. Difficult Dogs and Aggressive Dogs

1.1 Pawtastic Glam Team is committed to providing a safe and comfortable grooming experience for all dogs. However, for the safety of both our staff and the dogs in our care, we reserve the right to refuse or discontinue grooming services for dogs exhibiting aggressive behavior or those that pose a risk to our staff.

1.2 Owners are required to disclose any history of aggression or behavioral issues when scheduling an appointment. If a dog becomes aggressive or unmanageable during the grooming session, we may choose to stop the process for the safety of everyone involved.

2. Parasite Infestations (Ticks, Fleas, Mites, etc.)

2.1 Dogs with visible signs of tick, flea, or mite infestations will not be accepted for grooming until the infestation is treated and resolved.

2.2 Owners are encouraged to maintain their dogs' preventive measures against parasites to ensure a clean and safe grooming environment.

2.3 If a dog is found to have parasites during the grooming session, grooming will be halted, and the owner will be notified. The dog will only be resumed for grooming after the infestation is treated and cleared by a veterinarian.

3. Health Conditions and Allergies

3.1 Grooming services may be declined if a dog has preexisting health conditions or allergies that could be aggravated by grooming procedures.

3.2 Owners must inform Pawtastic Glam Team of any health conditions or allergies their dog may have prior to the appointment.

4. Matting and Neglect

4.1 Severely matted dogs may require shaving to remove mats, which may result in a change of appearance. Owners will be informed of the potential need for shaving due to matting.

4.2 Dogs that have been neglected and have severe matting or dirt accumulation may be refused regular grooming services and may require a specialized grooming session.

5. Special Needs Dogs

5.1 We are committed to accommodating dogs with special needs to the best of our abilities. However, there may be cases where a dog's specific needs are beyond our capacity to provide appropriate care.

5.2 Owners of special needs dogs are encouraged to communicate their dogs' needs and requirements when scheduling an appointment.

6. Owner's Responsibility

Owners are responsible for providing accurate information about their dog's behaviour, health, and any special needs. Failure to disclose relevant information may result in the refusal of services or additional charges.

7. Acceptance of Policy