Hollywood Houndz
POLICIES
At Hollywood Houndz we are focused on providing a safe and secure environment for your dog. To ensure the health and safety of your pet/s as well as our other canine guests we require all of our clients to read and understand the following policies.
All dogs attending Hollywood Houndz must have an up to date Client Record on file. This will be added by us on your first appointment. It is then your responsibility to update of of any changes to your contact information or if any of your dogs information has changed.
BEFORE THE GROOM
CANCELLATION & RESCHEDULING
Please understand that when you forget or cancel an appointment without giving enough notice we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive our services. As our stylists time is reserved specifically for your pooch we cannot provide any exceptions to this policy and the following fee’s and terms apply –
There are no fees applied for cancellations or reschedules that have given 48 hours or more notice. Cancellations or Reschedules giving less than 48 hour notice will result in a charge equal to 50% of the reserved service amount.
No Shows or Cancellations on the day of the appointment will be charged 100% of the reserved service amount. Clients who have missed a previous appointment will be asked to pay in full when booking all future appointments. These payments are non-refundable in the instance of a no show. In the instance of a rescheduling of an appointment giving less than 48 hours notice the rescheduling fee will be deducted from the advance payment. In order to book your next appointment cancellation and rescheduling fee’s must be paid in full. Please do not cancel an appointment by responding to the automated text message appointment reminder provided as this does not remove an appointment from the schedule and no show fees will be incurred.
To reschedule or cancel an appointment please call the salon on 07514 022 956. If you are cancelling your appointment outside normal working hours please leave a voicemail providing your name, dogs name, time and date of appointment. A member of staff will follow up with you by phone during salon hours.
LATE ARRIVALS
Please make it your priority to arrive on time for all appointments as appointment times are not flexible. While we do our utmost to accommodate clients that arrive late, clients arriving more than 15 minutes late may miss their treatment time. We do appreciate clients may be late through no fault of their own, however we also have a duty to our other clients who keep to their appointment times. We reserve the right to charge the full price of appointments that are missed due to client lateness. Pre-payment for future services will be requested when a client has been late for 2 or more previous appointments. This policy enables us to run an efficient salon and provide the required time needed to service all of our clients. We confirm appointments at the time of booking and 24 hours prior to your appointment date. However, if we are unable to reach you please understand that it is your responsibility to remember your appointment date and time to avoid a late arrival, missed appointment, and the cancellation fee.
PRICING
Pricing is based on breed, hair length, coat condition, temperament, age, and grooming history. Please be advised a surcharge will apply if your dog is matted, requires extra bathing in addition to our standard 2 shampoo process, has fleas, or has not been groomed within the recommended grooming schedule for their breed. All prices shown are guide prices only, we will give you an exact cost at your pre-treatment consultation. Puppy prices are only applicable to dogs under 6 months of age. Please call for breed specific prices. For some breeds an additional clip off or a hand-strip service may be required
VACCINATIONS
We regret that we are unable to groom puppies until 2 weeks after their 2nd vaccination.
FLEAS
Please note that dogs with flea’s cannot be accepted. If your dog has fleas please treat them prior to visiting the Spa. Should your dog be brought to us with infestation which is discovered after the groom has started a flea surcharge of £20 will apply. This covers the coat of flea elimination: pets with fleas are washed 2-3 times with specialist shampoo, towels must be bagged and laundered separately, and the Spa must be thoroughly cleansed and disinfected.
PRE-VISIT
A full bladder or bowel can be very uncomfortable for a dog whilst it is being groomed. Please ensure that your pet has been toileted before bringing them to the Spa. If your dog toilets during their treatment which results in them needing an additional bath, a cost of £10 will apply to cover the additional time needed to complete the groom. Water will be provided for your pet during their visit.
HEALTH
We are unable to accept dogs which are in season or are pregnant.
DURING THE GROOM
TREATMENT TIMES
An approximate completion time will be given for your pooches treatment when you drop them off, we will ring or text you when your pooch is ready. Please be patient if we take a little longer than expected as we will not rush your pet through their treatment. Pet parents arriving early to collect their pooch puts pressure on both the stylist and dog during what would otherwise be a stress free relaxing grooming experience for your pet. We appreciate you waiting for our call or text.
EXTENDED TREATMENT TIMES
We pride ourselves on our experience when handling nervous, elderly, and disabled dogs. To ensure we can allocate the time to treat these dogs at a pace that addresses their specific needs a surcharge will apply to cover the extra time required, this is charged at £20 per hour and will be discussed with pet parents prior to the treatment. This surcharge also applies to any extra time needed during the grooming process as a result of a dog’s temperament or behavior.
BEHAVIOUR
Hollywood Houndz will refuse the use of its facilities if there is evidence of behaviour that may be considered dangerous to other dogs or employees. If your dog does have an incident that Hollywood Houndz deems unacceptable we reserves the right to stop the grooming process. In this case 100% of the groom cost will be charged irrespective of how much of the grooming treatment has been completed.
MATS
All prices quoted for our grooming services are a starting price. If your dog is excessively matted a surcharge of £20 per hour will apply. If we find the condition of a dogs coat to be severely matted and incapable of de-matting without causing undue stress and pain to the dog, the dog may be clipped down for reasons of health and well-being. All owners will be advised of this prior to us undertaking any de-matting or clip down service, and a Clip Release Form must be signed for Hollywood Houndz to provide this service. Please note we do not offer a de-matting service on elderly dogs,. This is to avoid unnecessary stress on the dog, instead we advise an elderly dog with a matted coat is clipped down
LATE PICK UP FEES
Pick up will be due when the pet parent is contacted. Pet parents that are later than 30 minutes picking up their pooch from time of contact will be charged a sitting fee of £5 per 15 minutes.
GENERAL
DATA PROTECTION
Hollywood Houndz keeps detailed records of all dogs, treatments and responsible staff. New clients must sign a disclaimer form and some personal details will be retained by Hollywood Houndz. Client data will be treated in accordance to the data protection principles of the Data Protection Act and will not be shared with 3rd parties.
SATISFACTION POLICY
If for any reason you are not completely satisfied with the treatment received, please advise within 24 hours so we can do our best to rectify it.
PAYMENT
We accept cash and credit cards (except American Express). Prices are subject to change without prior notice.
NO DRYING CAGES
We have a strict no drying cages policy. All dogs are finished by hand by our experienced stylists. We choose this for the safety and well-being of our canine clients. Hollywood Houndz policies are presented and provided in the best quality and tradition of excellent servicing for our established and future clients.
