Our Commitment

Our objective is to provide the safest and most enjoyable grooming experience for you and your beloved pet. We are committed to maintaining a clean, hygienic, and secure grooming environment while using only professional, high-quality products and equipment.

The following policies have been established to ensure the safety, comfort, and wellbeing of every pet in our care. These policies may be updated from time to time, and we will make every effort to notify our valued clients of any significant changes.

Appointment Policies

Please keep the following in mind when bringing your pet to us:

• Pets must arrive in a secure carrier or on a leash.
• Please walk your dog before their appointment. If your pet relieves itself on our property, kindly clean up after them. Waste bags are available if needed.
• If you are running late, please let us know as soon as possible. Arrivals more than 15 minutes late may require your appointment to be rescheduled or may incur a late fee.
• Clients who fail to attend an appointment without notice ("no-show") may be charged the full appointment fee. Future appointments cannot be booked until the outstanding balance has been paid.
• Once you are notified that your pet is ready for collection, please pick them up within one hour. A daycare fee may apply for late collections.
• Appointment changes or cancellations require at least 24 hours' notice so we can offer the appointment to another client.
• Clients who miss two appointments without providing the required 24 hours' notice may be required to prepay a non-refundable deposit before booking future appointments or may be declined future bookings.

Grooming Process

• All pets are bathed as part of the grooming process. This is essential for your pet's wellbeing and helps protect our professional grooming equipment.
• Unless your pet requires a veterinarian-prescribed medicated shampoo, we will use our own professional grooming products. We are unable to accept owner-supplied shampoos or grooming products.
• If, at any point during the grooming process, we determine that your pet cannot be safely groomed for any reason, grooming services will be stopped and you will be contacted immediately to collect your pet.
• Ear hair removal is a standard part of the grooming process for breeds that require it. If you prefer that your pet's ear hair not be removed, or if your veterinarian has advised against it, please let us know at drop-off.
• Anal gland expression may be performed if considered necessary during the grooming process. If you prefer that this service not be provided, please inform us when dropping off your pet.

Coat Condition

Your pet's comfort and wellbeing are always our highest priority.

Pets with matted coats require additional care during grooming. When matting is severe, shaving may be the safest and most humane option, as extensive de-matting can be painful and stressful.

Please note:

• Severely matted coats increase the risk of clipper irritation, nicks, cuts, and skin sensitivity.
• Heavy matting can trap moisture, dirt, urine, and bacteria against the skin, which may hide existing skin conditions that only become visible after grooming.
• Following mat removal, your pet may experience temporary redness, itchiness, skin irritation, or minor abrasions.
• Hair regrowth may vary depending on your pet's condition.
• Pets that have been closely shaved are more susceptible to sunburn and should be protected from direct sunlight until their coat has regrown.
• Some pets may experience temporary behavioural changes following the removal of severe matting.

Additional grooming time is required for heavily matted coats. A de-matting fee may be added to the standard grooming price where applicable.

Health & Behaviour

• All pets should be healthy and up to date with recommended vaccinations before attending their grooming appointment.
• If your pet requires emergency veterinary care while in our care, we reserve the right to transport them to a veterinarian of our choice. Unless otherwise agreed, all veterinary expenses remain the responsibility of the pet owner.
• You must inform us if your pet has ever bitten, shown aggression, or reacts aggressively toward people, other animals, or grooming procedures.
• A muzzle may be used if necessary to protect your pet and our staff.
• We reserve the right to refuse or discontinue grooming services at any time if a pet displays aggressive, dangerous, or unsafe behaviour.
• A special handling fee may apply if your pet requires additional time, care, or assistance due to anxiety or aggressive behaviour.
• Pet owners are fully responsible for any medical expenses or damages resulting from injuries caused by their pet to staff, other animals, equipment, or property.
• You must disclose any known health concerns, including fleas, ticks, parasites, infections, contagious illnesses, or skin conditions before your appointment.
• If undisclosed health concerns are identified during the grooming process, services may be stopped immediately and you will be contacted to collect your pet. The standard grooming fee may still apply, even if grooming cannot be completed, and an additional cleaning or sanitation fee may also be charged where necessary.

Accidents

Although every precaution is taken to ensure your pet's safety, grooming involves the use of professional tools and equipment, and accidents can occasionally occur.

Possible incidents may include minor cuts, scratches, nicks, clipper irritation, or accidental nail quicking.

If veterinary treatment becomes necessary due to an accident during grooming, your pet will be transported to the nearest available veterinarian. Any reimbursement of veterinary expenses or discounts on grooming services will be assessed on a case-by-case basis.

Our team is committed to treating every pet with patience, compassion, and the highest standard of professional care at all times.

This version is more professional, easier to read, and appropriate for a premium brand like The Pet Village Ltd while maintaining a friendly and reassuring tone.