1 Groomer & Play Supervisor Obligations

1.1 At Poochie Pampers, our groomers and play supervisors prioritize the comfort, safety, and happiness of your pooch. We use safe, caring, and professional grooming techniques, adhering to industry standards, to make their experience as stress-free as possible, in line with the Animal Welfare Act 2006.

2 Pooch & Owner Obligations

2.1 Vaccination:

All pooches must be fully up to-date with vaccinations. Puppies (under six months) must have completed their full set of vaccinations, plus an additional two weeks for safety.

2.2 Microchipping:

All pooches must be microchipped unless attending an appointment specifically for microchipping.

2.3 Health and Insurance:

Pooches must be in good health when visiting. If your dog is ill, elderly, or has a condition that may make grooming stressful, inform us. Grooming such dogs is done at the owner's risk, and we cannot be held responsible for any health complications. Owners are responsible for ensuring that their pooch is covered by pet insurance.

2.4 Fleas & Parasites:

All pooches must be flea and parasite-free. If fleas or ticks are found, we will treat your pooch with appropriate products, and a cleaning charge will apply (see our rates).

2.5 Matted Coats:

In compliance with the Animal Welfare Act 2006, severely matted coats may be clipped off for the pooch's well-being. By accepting these terms and conditions, owners give explicit consent for us to act in the best interest of their pooch when removing matts. Removing mats may result in a shorter coat, and we cannot be held liable for post-clipping issues.

2.6 Human Observation:

Humans are welcome to observe grooming sessions at the discretion of the groomer. The pooch's welfare takes precedence, and if a human's presence causes a distraction to the dog or groomer, we may ask them to leave to avoid the risk of injury. Tiny humans may also attend but must be supervised at all times by their parent or guardian.

2.7 Emergency Contact Information:

Please provide us with your emergency contact information in case of an accident or illness.

3 Aggressive or Dangerous Dogs

3.1 Disclosure of Aggression:

You must inform us of any signs of aggression from your pooch towards people, other dogs, or during grooming. This allows us to take necessary precautions for the safety of everyone involved.

3.2 Muzzling:

For the safety of your pooch, our staff, and other dogs, we may use muzzles if necessary. While we try to avoid this where possible, we reserve the right to refuse service if your pooch’s behaviour is deemed unsafe.

3.3 Banned Breeds:

We cannot accept banned breeds (e.g., XL Bullies) unless they are registered on the Index of Exempted Dogs. For exempt dogs, we require specific documentation and must close our premises to other dogs and humans. These sessions will require a second trained handler, and an exclusivity charge will apply due to the extended time and resources required.

3.4 Giant Breeds:

Giant breeds (e.g., Great Danes) require special handling and additional care. These sessions will require a second trained handler, and an exclusivity charge will apply due to the extended time and resources required.

4 Limitations of Liability

4.1 We are fully insured, but it is your responsibility to ensure your pooch is insured for any incidents during grooming or soft play sessions.

4.2 Where we must re-schedule or cancel appointments we are not liable for the cost of the inconvenience (see clause 6.3).

4.3 Our liability for any accidents or injuries that may occur during your pooch's visit is capped to the value of the service or product provided (e.g., Grooming Fee).

4.4 No liability is assumed for accidents or injuries that may occur while your pooch is playing in our soft play area. This is a pooch adventure that comes with inherent risks.

4.5 We are not responsible for lost items, emotional distress, or any other damages not directly related to the services provided.

5 Data Protection (Data Protection Act 2018)

5.1 We collect and store your personal data to manage bookings, comply with legal obligations, and send you information relevant to our services, such as appointment reminders, offers, or newsletters. Your data is stored securely in compliance with the Data Protection Act 2018.

5.2 We will not share your data with third parties without your consent unless required by law. You may request access to or deletion of your data at any time by contacting us directly.

6 Appointments, Payments, Punctuality, and Cancellations

6.1 Deposits and Payments:

A 50% deposit is required for all grooming services, with full payment for show grooms and soft play private parties. Deposits are non-refundable but transferable (see clause 6.3). Payment due must be made no later than 2 working days before the scheduled appointment.

6.2 Late Arrivals and Collections:

Please arrive on time for drop-off and collection. If you are more than 30 minutes late for collection, a kennel rate will apply (see our advertised rates). First-time visitors should arrive 10 minutes early for a personal consultation.

6.3 Rescheduling and Cancellations by you:

You may reschedule your appointment without losing your deposit if changes are made at least two full working days prior to your appointment (five days for show grooms). Last-minute cancellations or no-shows will result in the loss of your deposit, and repeat no-shows may require 100% non-refundable prepayment for future bookings.

6.4 Rescheduling and Cancellations by us:

We are a micro business; occasionally, cancellations occur due to staff illness or other uncontrollable events. Where this occurs your appointment will be rescheduled to the next mutually convenient date or refunded (see clause 4.2 limitation of liability).

6.5 Repeated No-Shows:

If you have two or more no-shows, we may require 100% non-refundable prepayment for future bookings.

7 Services and Price List

7.1 Our services and prices may change without prior notice. The quoted time includes all aspects of the session (consultation, grooming, and clean-up) except parasite treatments and deep clean fees.

7.2 Special needs pooches may require extra time, and additional fees may apply.

8 Photographs

8.1 We may take photos of your pooch during sessions for staff training, service records, and marketing purposes.

8.2 We retain ownership of all photos taken and may use them for marketing purposes unless you explicitly opt out.

9 Soft Play Area

9.1 Our soft play area is a fun and safe place for your pooch to socialize and burn off some energy. However, all pooches must be sociable, well-behaved, and in good health. If your pooch shows signs of stress, aggression, or illness, we may ask you to collect them early for their safety and the safety of others.

9.2 See clause 4.4 limitation of liability for soft play accidents and injuries.

9.3 Tiny humans (children) are welcome to watch the fun but must be supervised by their humans at all times.

10 Gift Vouchers

10.1 Gift vouchers are valid for 12 months from the date of issue and are non-refundable. They cannot be combined with other offers or discounts. Please keep the receipt of purchase. We reserve the right to withdraw or cancel fraudulent, suspected fraudulent, or erroneous vouchers (both physical and digital). No liability will be assumed, and no cash equivalent will be offered.

11 Retail Products and Returns Policy

11.1 Products can be returned within 14 days if unopened, unused, and in their original condition with all tags attached. Opened or perishable products are non-returnable unless due to a proven defect. Custom-made items are non-returnable.

11.2 Nothing in this section affects your statutory consumer rights regarding defective products.

11.3 Items sold or labelled on a trade basis are exempt from consumer rights legislation and are governed by applicable business-to-business law.

12 Loyalty Scheme

12.1 Points earned from services can be redeemed for discounts on future grooming services or retail products.

12.2 Loyalty points expire 12 months from the date they are earned.

13 Force Majeure

13.1 We are not liable for delays or cancellations due to events beyond our control, such as natural disasters, acts of war, cyber attacks, flood, fire, government restrictions, public health restrictions, or other unforeseen circumstances.

14 Waiver

14.1 Any waiver of a term or condition of these terms and conditions must be made in writing and signed by an authorized representative of Poochie Pampers.

15 Dog Taxi Service

15.1 We refer clients to an independent dog taxi service. When requested by you, we pass your referral information to them. The relationship between you and the taxi service is independent of Poochie Pampers.

15.2 We are not responsible for the actions or negligence of the third-party dog taxi service, including any damage to or loss of personal belongings during transportation.

16 Complaints and Disputes

16.1 If dissatisfied with our service, please raise the issue immediately with our staff. We will investigate the matter promptly and strive to resolve any issues to your satisfaction.

16.2 Complaints must be made in writing within 2 working days of the incident.

17 Allergies and Sensitivities

17.1 Please inform us of any known allergies or sensitivities your pooch may have before their session. If unsure, patch testing may be required for certain products.

17.2 Please note that our salon uses products that may cause allergic reactions in humans, including essential oils and peanuts. If you or any members of your household have allergies or sensitivities to these substances, please inform us prior to your visit.

17.3 We are not responsible for any allergic reactions that may occur, even if you have informed us of allergies or sensitivities.

18 Accidents and Emergency Care

18.1 In the event of injury or illness, we will contact a vet if necessary. Veterinary costs will be covered by the owner unless due to our negligence. In such cases, we will take the dog to the nearest veterinary practice approved by our insurer.

18.2 We will make reasonable efforts to contact you in case of an emergency, but we are not liable for any delays in communication.

19 Accessibility

19.1 If humans accompanying their pooch have physical or other accessibility needs, please ensure you have read and understood our access statement available on our website to ensure we can meet the attendees’ needs.

19.2 Please inform us of any humans requiring assistance at the time of booking. A street-level intercom is also provided at the premises.

20 Legal Jurisdiction

20.1 These terms and conditions are governed by the laws of Wales. Any disputes will be subject to Welsh courts.

21 Copyright Notice

21.1 All content on our website or promotional materials is protected by copyright. Unauthorized reproduction is prohibited.

This Privacy Policy explains how Charlie Powell t/a Poochie Pampers (“we,” “us,” or “our”) collects, uses, and protects your personal information when you visit our website www.poochiepampers.co.uk, use our booking software provided by Appointedd.com, engage with our email service, SMS notifications via Twilio, or when you interact with us through our EPOS Now system and other services. By using our services, you consent to the practices described in this policy.

1 Information We Collect

1.1 Personal Data Provided by You:

When you make a booking, place an order, or contact us, we collect personal information that may include your name, address, email address, phone number, and payment details. This data is required to manage bookings, provide services, and process payments.

1.2 Automated Data Collection:

When you visit our website or use our services, we may automatically collect information about your device, browser type, IP address, and browsing habits. This data helps us improve user experience and track site performance.

1.3 Third-Party Data Collection:

We use third-party software and service providers (e.g., Appointedd.com, Twilio, EPOS Now) to manage bookings, communications, and payments. These providers may collect data as part of their service, subject to their privacy policies.

2 How We Use Your Data

2.1 Service Delivery:

We use your personal data to manage bookings, communicate appointment details, process payments, and deliver our services.

2.2 Marketing and Updates:

With your consent, we may send you marketing emails, offers, and service updates. You can opt out of marketing communications at any time by using the unsubscribe link provided in the emails or by contacting us directly.

2.3 Legal Obligations:

We may process your personal data to comply with legal obligations, such as accounting requirements or responding to lawful requests from government authorities.

3 Data Security

3.1 Security Measures:

We take data security seriously and employ reasonable measures to protect your personal data from unauthorized access, alteration, or disclosure. These include encryption, secure servers, and restricted access to sensitive data.

3.2 Third-Party Services:

We are not responsible for the security practices of third-party service providers such as Appointedd.com, Twilio, or EPOS Now. Please review their respective privacy policies for information on how they protect your data.

4 Sharing Your Data

4.1 Third-Party Service Providers:

We share your data with trusted third parties (e.g., Appointedd.com, Twilio, EPOS Now) to facilitate bookings, process payments, and send notifications. These parties are only permitted to use your data as necessary to perform their services.

4.2 Legal Requirements:

We may disclose your personal data if required by law or to protect our legal rights, comply with a court order, or prevent fraud or illegal activities.

5 Data Retention

5.1 How Long We Keep Your Data:

We will retain your personal data for as long as necessary to provide the services you have requested, comply with legal obligations, resolve disputes, and enforce our agreements.

5.2 Data Deletion:

You may request the deletion of your personal data by contacting us directly. Please note that certain legal obligations may require us to retain some information for a specific period.

6 Your Data Rights

6.1 Access and Correction:

You have the right to request access to the personal data we hold about you and to correct or update any inaccurate or incomplete information.

6.2 Data Deletion and Restriction:

You have the right to request the deletion or restriction of your data under certain conditions.

6.3 Data Portability:

You have the right to request a copy of your personal data in a structured, commonly used, and machine-readable format.

6.4 Withdraw Consent:

You may withdraw your consent for data processing at any time by contacting us directly, though this may affect our ability to provide services to you.

7 Website Cookies and Tracking Technologies

7.1 Cookies:

We use cookies and similar tracking technologies to enhance your experience on our website. Cookies help us remember your preferences, improve website performance, and deliver personalized content.

7.2 Managing Cookies:

You can manage your cookie preferences through your browser settings. Please note that disabling cookies may limit your ability to use certain features of our website.

8 Children's Privacy

8.1 Our services are not intended for children under the age of 16. We do not knowingly collect personal data from children without parental consent. If we learn that we have inadvertently collected data from a child, we will take steps to delete that information.

9 Third-Party Links

9.1 Our website may contain links to third-party websites or services. We are not responsible for the privacy practices or content of those websites. Please review the privacy policies of third-party websites before providing them with your personal data.

10 Limitations of Liability

10.1 While we strive to protect your personal data, we cannot guarantee absolute security. By using our services, you acknowledge that you provide personal data at your own risk.

10.2 We are not liable for any data breaches or security incidents caused by third-party service providers such as Appointedd.com, Twilio, or EPOS Now. Please refer to our Terms and Conditions of Sale for further provisions on liability limitations.

11 Changes to This Privacy Policy

11.1 We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When changes occur, we will notify you via email or through a notice on our website. Please review the updated policy before continuing to use our services.

12 Contact Us

12.1 If you have any questions or concerns about this Privacy Policy or your personal data, please contact us at:

Charlie Powell t/a Poochie Pampers

Rear Abbey Court, Chester Street, Mold, CH7 1EG

charlie@poochiepampers.co.uk

By using our website and services, you agree to the terms outlined in this Privacy Policy.

As Pet Industry Federation Members we promote and adhere to the 10-Point PIF Charter

1. Strive to improve industry standards.

2. Promote responsible pet ownership.

3. Strive to ensure customer satisfaction at all times.

4. Always provide customers with clear and current information about products and services in a polite and professional manner.

5. Ensure all staff are appropriately trained to carry out their job role and that they have a comprehensive understanding of company products, services and procedures.

6. Minimise the environmental impact of the business wherever possible.

7. Promote best practice in animal welfare by observing the Five Welfare Needs:

• Diet; 
• Accommodation;
• Wellness;
• Sociability;
• Behaviour.

8. Maintain the working environment to ensure it is fit for purpose.

9. Abide by the Pet Industry Federation’s dispute resolution process and all current legislation relative to the business.

10. Not bring the pet industry or the Pet Industry Federation into disrepute.

In compliance with Clause 2.5 of our Terms and Conditions of Sale and the Animal Welfare Act 2006, we prioritize your dog’s comfort and welfare. While a few small knots and matts are common in many coats, severe matting poses significant health risks to your pet. Matting can pull on the skin, restrict blood flow, cause painful sores, and even lead to infections or infestations if left untreated. In line with best practices set by the Pet Industry Federation and industry grooming standards, it is essential to remove severe matting to prevent further harm.

If your dog’s coat is heavily matted, we may need to clip the coat short for their comfort and safety. By accepting our terms, you give explicit consent for us to act in the best interest of your dog during the de-matting process. Please note, de-matting can result in a shorter or uneven coat, and we cannot be held responsible for post-grooming effects.

While minor knots and tangles are handled as part of our regular grooming service, severe matting that requires additional time and care may incur an extra charge at our discretion. Our priority is always the health and well-being of your pet, and we adhere to all applicable legal and industry standards to ensure a stress-free grooming experience.

As outlined in Clause 2.4 of our Terms and Conditions of Sale, all dogs visiting Poochie Pampers must be flea and parasite-free. This is essential for maintaining a clean, safe, and healthy environment for all pets and staff, in line with health and safety standards and Pet Industry Federation guidelines. Bringing a dog with fleas or parasites into our salon can pose a significant risk, as infestations can spread rapidly to other dogs and even within our facilities.

If fleas or ticks are discovered on your dog during their visit, we are required to temporarily close the salon to decontaminate the area, ensuring no further spread of parasites. This process involves deep cleaning and sanitization of all grooming equipment, tools, and surfaces, which can take time and prevent us from serving other clients. Due to the need to pause trading and incur additional cleaning costs, a decontamination charge will apply to cover these necessary actions.

Please note, we do not offer flea treatments as part of our services, so it is the owner's responsibility to ensure their dog is flea-free before visiting. This charge ensures that we can maintain the highest standards of cleanliness and safety for all pets in our care.

In accordance with Clause 6 of our Terms and Conditions of Sale, we have conditions in place for missed, no-show, and cancelled appointments to ensure smooth operations and fair treatment of all clients.

Poochie Pampers is a micro-business, and missed or late-cancelled appointments have a significant impact on our schedule and ability to accommodate other clients.

Missed and No-Show Appointments:

If you miss your appointment or fail to show up without prior notice, your deposit will be forfeited. This policy helps us cover the lost time and revenue caused by the absence. For recurring no-shows (two or more), we may require 100% non-refundable prepayment for all future bookings.

Rescheduled Appointments:

You may reschedule your appointment without losing your deposit if done at least two full working days prior to the appointment (five days for show grooms). 

Changes made after this period will result in the loss of your deposit. This policy ensures that we have enough time to offer the slot to another client.

Late Arrivals:

If you are more than 30 minutes late for your collection, a kennel rate charge may apply, as detailed in our advertised rates. We advise first-time visitors to arrive 10 minutes early for a personal consultation to avoid delays.

These policies are in place to ensure fair service for all clients and to allow us to maintain a well-organized and efficient schedule. Please refer to our Terms and Conditions of Sale for more details on cancellation policies and applicable charges.