We always aim to provide a safe and secure environment for your dog. We ask that all clients read and understand our policies, and terms and conditions.
In booking and/or attending an appointment you agree to the following:
General
Lily’s Club Dog Grooming is a trading name of Lily’s Club Ltd (“Lily’s Club“, the “Salon“, “we“, “our“, “us“) and is a company registered in England and Wales under company number 15885109. Our registered office is Unit 3, 87 Kenton Road, Harrow, HA3 0AH.
It is agreed that the person making the booking and/or bringing the pet to the Salon for any service is the registered keeper and/or owner of the pet or has adequate permission from the registered keeper and/or owner and has the relevant permission to accept and agree to these terms and conditions (“you“, “your” or any variation thereof).
The Salon operates to a precise schedule, and we kindly request that 72 hours notice is given if you wish to cancel your pet’s appointment. We are a small, family business and therefore please understand that when you forget or cancel an appointment at late notice, we miss the opportunity to fill that appointment time.
We request that you are punctual to your appointment. We will always aim to contact you prior to your appointment, however in some exceptional circumstances this will not be possible. It is however your responsibility to ensure that you attend at the pre-booked time. We do however appreciate that you may be late due to no fault of your own, however we have a duty to our other clients to ensure their appointments are not affected.
For the benefit of our customers, the Salon does not at this time charge a reservation fee for any bookings. However in the event that you cancel a booking at late notice or fail to show for a booking, we reserve the right to request a non-refundable deposit at the time you make your next booking at 50% of the booking value. The exception to this rule is in relation to cat grooming, in which a 50% non-refundable deposit of the service price will be required at the time of booking.
All dogs attending the Salon will have a client record made on a secure cloud based booking system. This will solely be accessed by employees of the Salon.
If you wish to cancel an appointment, please inform us as soon as possible by calling us on +44 7521 298312 or messaging us on WhatsApp on +44 7521 298312.
In the event that you do not show up for an appointment without giving adequate notice, the Salon reserves the right to request a non-refundable deposit at the time you make your next booking. If this occurs a second time, we will thereafter request a non-refundable deposit of the full price of the requested service to secure your booking.
Any arrivals later than 15 minutes may be refused at the discretion of the Salon. Any arrival later than 15 minutes will be classed as a non-attendance. We will always aim to provide a suitable re-scheduled appointment at your earliest convenience, however we cannot guarantee availability.
By bringing your dog to the Salon, it is expected that your dog dog is up-to-date with all required vaccines. In the event that your dog has not been vaccinated, or any previous vaccinations are out-of-date, we request that you only bring them to the Salon 14 days after their vaccination.
We are unable to groom puppies until 2 weeks after their second vaccination. It is your responsibility to ensure that at least 2 weeks has passed since your puppy took their second vaccination and the Salon will not be responsible if you fail to follow this guidance.
We kindly request that you alert the Salon at the time of booking if your dog has any behavioural problems so that we are able to take necessary precautions when working with your dog. In the event that your pet is/becomes aggressive during the undertaking of the service, we have the right to decline to complete your pet’s service for the safety of both your pet and our team alongside charging for the full value of any booked service.
All prices stated online are based on general expectations for your dogs coat condition, temperament, and many other factors. Although we always aim to match the price quoted on the website, in some exception circumstances the price may vary (for example if your dog requires an additional bath in addition to our standard 2-phase process, has fleas, is matted, etc). If there will be any extra cost for your pet, we will inform you prior to the service being carried out (with the exception of Flea Bath, in which case please see the Extra Care section below).
The Puppy Groom is only applicable to dogs under 5 months of age.
By bringing your dog to the Salon, you agree that your dog is fit and healthy to undertake the services that you have booked. Furthermore, you agree that your dog is up-to-date with their vaccinations.
Any promotional offers made my the salon are valid only until the date provided within the promotional material. Furthermore, only a single offer can be utilised at any one time meaning that two offers are not redeemable on the same service (e.g. a friend referral discount cannot be used in conjunction with a 20% discount voucher).
Matted Dogs and Clipping Policy
Under the Animal Welfare Act 2006 (the “Welfare Act“) it is an offence to cause unnecessary suffering to an animal. The Welfare Act furthermore applies to several services offered by the Salon, including ‘de-matting’ which can be painful and detrimental to the welfare of your dog. Due to this, in the case of small sections of matting (equating to circa 5% of a dog) we will be able to offer de-matting sessions to humanely de-matt your pet.
We will endeavour to groom your pet to your requirements, which can be discussed with our staff at the time of booking, or at the time of bringing your dog to the salon. However, if your pet’s coat is excessively matted, there may be a requirement to clip the matted coat. This is in order to prevent suffering to your pet if there are larger areas of matting it may be necessary for your dogs coat to be clipped short. The Salon will always (within the confines of the Welfare Act) attempt to minimise the need of clipping short your pets hair when matting is present, however for the benefit of your pet you accept that in certain circumstances the Salon will be required to clip short any matting that cannot otherwise be removed and are (in the view of the Salon) causing unnecessary suffering to your pet. If at the commencement of the groom, it is apparent to the Salon that your pet is heavily matted you will be informed by the Salon of the requirement to clip short your pet and agree that your personal preference to how the dog should be groomed may not be taken into full consideration. If matting is only apprent during the groom, the Salon will aim to inform you of the requirement to clip short your pet, however it will not be possible to inform you in all circumstances.
Clipping of a dog at a low level, despite all reasonable precautions being taken by the Salon, may cause an allergy to your pet’s skin. The salon use precautions including clipping coolants and lubricants, alongside professional techniques. Despite this, some dogs are more prone to itching following clipping than others. Itching or redness after a clipping is normal for a large numbers of dogs. The Salon shall not be held responsible for any reaction that your pet suffers as a result of clipping.
Clippers may also be used on your pet for the purposes of a sanitary trim (around the bottom, intimate areas and feet) to keep the fur a short, clean and hygienic. Unless requested otherwise by yourself, the Salon believes that this is the safest, and most effective way to complete a sanitary trim and therefore the salon will generally complete the sanitary trim in this way. It should however be noted that although a very rare exception, your pet may become itchy or have redness in the intimate areas and bottom. This is normal and is generally an indication that your pet may have an allergy. If this does occur, please inform the salon and in future grooms, scissor curing can be used. The Salon shall not be held responsible for any reaction that your pet suffers as a result of sanitary trimming.
Double Coated Breeds
We generally do not recommend the shaving/clipping of a double coated breed, including but not limited to Pomeranians, Chow Chows, German Shepherds, etc. Clipping will have a detrimental effect on a dog’s coat regrowth and will leave your double coated dog with limited protection from the elements. For example, if you wish to keep your dog cooler in the summer, shaving/clipping can have the opposite effect as fur will regrow denser closer to the skin which can result in overheating of the dog.
We solely recommend shaving small areas to make the dog feel comfortable, for example around the groin or under the armpit.
Extra Care
If your pet is found to have fleas, we will treat them with a flea treatment bath which will be charged in line with our online pricing. This is to cover the cost of flea elimination using specialist shampoos, specially laundering towels alongside cleaning and disinfecting any equipment within the Salon. We furthermore reserve the right to decline your pet from further services until your pet’s flea infection is treated.
If your pet is found to have a tick while undertaking a groom, we will remove the tick free of charge. If this occurs, we will alert you of the presence of a tick and recommend that you seek veterinary assistance as ticks are known carriers of disease and your pet may require further treatment.
The Salon reserved the right to muzzle your dog if it represents a danger to any person or dog within the Salon. Any dog that shows aggression to people or other dogs will be refused from grooming at the discretion of the Salon. This may even be the case if your dog is aggressive part way through the groom in which case the groom will be ceased and you will be informed. You will be liable for the full cost of the booked service. In any case, if a muzzle is required we will aim to not keep your dog in any muzzle for longer than 20 minutes.
If in our opinion we believe that your pet requires immediate veterinary attention whilst in our care, you agree that your pet will receive this attention and that you will be liable for any resulting costs.
If your dog is elderly and/or is suffering from, or has recently suffered from a medical condition that may affect their wellbeing when undertaken grooming, it is your duty to inform the Salon at the time of booking or prior to the grooming commencing (whichever is earlier). At this point, the Salon will inform you if it is able and advisable to undertake the requested procedure.
Your dogs safety is of the highest priority. We value your dog’s safety over anything else and want to ensure that their session with us is safe and enjoyable. Although the Salon will always pay due care to your pet and take all reasonable precautions, dog grooming can be unpredictable. Due to the unpredictable nature of working with animals, any procedure taken at the Salon is entirely at the owner’s own risk.
We strongly advise that your pet is insured. Your pet is left with us entirely at your own risk and we will not accept any responsibility for any loss, injury, death or illness suffered by your pet whilst in our care, except to the extent that we are unable to limit to exclude our liability.
We should stress that we believe it is extremely unlikely that injury and/or a negative event will occur to your dog during one of our sessions. Due to the unpredictable nature of working with pets there is a very small chance that accidents may occur. Accidents are most likely to occur in the event that the dog does not respond to the groomer and does not remain still during the grooming procedure.
In the unlikely event that an accident involving your pet occurs while in our care, we are committed to handling the matter with transparency, professionalism and in accordance with our strict safety protocols. We kindly ask that any complaints be directed to us directly so that they can be addressed appropriately.
By using our services, you agree not to publish or share any details of such incidents, including but not limited to images, allegations, or accusations on social media or other public platforms without first giving us the opportunity to investigate and respond. Furthermore, you agree that if a mutual conclusion is reached in relation to any incident, for example the Salon making payment in relation to any accident, you shall be prohibited from publishing or sharing any details of such incidents, including but not limited to images, allegations or accusations via any public platform, online or otherwise. This is to protect the privacy of all parties involved and to ensure matters are resolved fairly, and constructively. Any breach of this clause may be considered defamatory and could result in legal action being taken.
The salon will not be responsible for the loss or damage to any personal artefacts left at the salon, including but not limited to leads, harnesses and collars.
Under the Veterinary Surgeons Act 1966 (the “Vets Act“), anal glad expression is deemed to be a veterinary procedure. As such, under the Vets Act, only veterinary professionals are permitted to undertake anal gland expression and we are therefore unable to offer this service.
The Salon does not recommend undertaking ear plucking, as it can irritate the delicate skin of ear canals and may lead to ear problems of your pet by opening tiny wounds where bacteria can settle. Despite this, we understand that in some breads of dog it can be beneficial and therefore, we will pluck ears if requested by the client and where we believe it will not cause harm to your dog. In the event that we believe that ear plucking will cause harm to your dog, we will not carry out the service and you will not be charged.
At the time that your dog is returned to you following their groom, any requests for amendments to the styling of your pet that are deemed safe, viable and reasonable by the salon will be made free of charge. If you leave the salon without informing us of any required changes to your pet’s styling, you will be deemed to have accepted the styling of your pet. We will not be able to make further amendments to your pet’s styling without a charge if then informed at a later time or date that you would like amendments. Prior to leaving the salon you will always be provided with an opportunity to inspect your pet’s styling.
If dying your pet at the Salon, you grant permission for the Salon to use OPAWZ (or any alternative brand deemed to be safe by the salon) pet-safe colouring products on your pet. The Salon will aim to dye your pet to the closest approximation of colour possible, although there may be some circumstances (often relating to the original colour of your pet) where the colour achieved is not as vibrant or the exact shade requested. You furthermore agree that the dyes’ lasting times as stated by the salon are an estimation and there are no guarantees of permanency and longevity of the colour (which can vary due to several factors including coat type and pet activity level) or alternatively that some colours may fade slowly and may only be removed by cutting the dyed hair. Although no colour transfer is expected, you agree and understand that there may be some situations in which colour may transfer from your pet to other surfaces including clothing and furniture.
Cat Grooming
Unlike dog grooming, cat grooming can often be a more uncomfortable experience for your pet due to a cat’s sensitivity to sound, vibration and touch. We will however take all precautions to ensure that the experience is as safe and enjoyable for your cat as possible.
When undertaking cat grooming at the salon, the salon will be closed for dogs, and will operate on a closed door policy, whereby no external persons are admitted to the salon when cat grooming is being undertaken for the safety of the pet.
Due to the unpredictable nature of cats, we are unable to guarantee that the desired groom will be achieved. This will vary depending on the temperament and fur condition of your pet. We will always do our best to meet your ascetic requests, however by booking an appointment at the salon you agree and understand that this will not always be possible.
We will always put your cat’s interests including their safety and wellbeing first. If we believe that it is in the best interests of your cat to not complete or to not undertake a session as they are excessively stressed or unapproachable, the salon has the right to refuse to complete the booking. If the session has been partly undertaken, full payment will be due for the service. If the session has not yet been started, only the non-refundable deposit will be kept.
As cat grooming sessions at the salon only take place once a month, and are on a strictly reservation only basis, we are required to take a 50% non-refundable deposit for each cat grooming session that is booked at the Salon. In the event of non-attendance, cancellation or requested transfer of the session to another date, no refund of the non-refundable deposit will be given.
Bookings
When making a booking, please use our WhatsApp channel where one of our colleagues will record your booking on our system.
By contacting us and/or making a booking with us, you opt in to allowing us to contact you using the details you provide in relation to your booking, and furthermore in relation to promotions and/or offers and/or notifications provided by the Salon. You are able to opt-out of this at any time, or in the initial contact by informing the Salon.
We will always do everything within our power to ensure that your booked appointment goes ahead at the booked time and date. However, in some exceptional circumstances the Salon may be required to cancel and/or re-book an appointment to a later date (for example in the event of staff illness, and/or due to events out of the control of the Salon). If any pre-payment has been made, this will be refunded if you do not wish to move your appointment to a later date.
Monthly Packages
Full Groom 3 Groom Packages can be booked for your pet over a three month period at a circa 15% discounted rate against individual prices. At the time of booking, you will be required to book all three session within the package, and furthermore make payment up front for all three sessions.
The booked date of the second grooming session shall be no later than 6 weeks after that of the initial session. The third grooming session shall be no later than 6 weeks after the second session.
All package bookings are non-refundable, even if one or more of the sessions are not used within the required timeframe. Despite being non-refundable, rescheduling is possible so long as the Salon is informed with at least two weeks notice prior to the session being rescheduled. Rescheduling is only possible within the above mentioned 6 week timeframe. Any rescheduling shall be at the discretion of the salon to avoid conflict with any other existing bookings.
Monthly Bath, Brush and Dry Packages can be booked for your pet with two sessions, no more than 4 weeks apart.
The booked date of the second session shall be no later than 4 weeks after that of the initial session.
Allergies
If your pet has been prescribed medicated shampoos, or due to allergies required particular products, we request that you alert the salon and provide us with the product to use on the dog, alongside the necessary instructions of use. We do however request that you ensure that the product is within it’s best before date before providing it to us for use.
All of our products are from a high quality shampoo brand and generally work better than the shampoo choice of the owner. If your dog has a sensitive skin, we do have our own sensitive shampoo that can be used at no extra cost.
We may, during the course of the appointment provide treats to your pet. These are small in size and are high quality meat based treats.
It is your responsibility to alert us of any allergy or relating needs prior to your appointment, either relating to food or products that are used during the services. We will not be responsible for any allergic reactions that occur in the event that you do not inform our staff prior to the appointment and at the time of dropping off your dog at the salon.
Pricing
Although in all circumstances we aim to provide the services at the prices stated above, in exceptional circumstances prices may differ. We will always let you know before the groom starts if the pricing will differ.
Respecting our Team
We will always treat your pet with the upmost care. Our team will always put your friends needs first throughout their time with us. In the same way that you would ask and expect us to treat both you and your pet with care, respect and dignity, we request that you treat our team in the same way.
We will always try to respond to your messages and/or phone calls at the earliest moment, but it may be that we’re busy caring for another pet at that time but we will get back to you as soon as possible.
For absolute clarity, any aggression, anger, verbal or physical abuse will not be tolerated and we reserve the right to refuse to accept appointments if any of our staff receive abuse. We operate CCTV within the premises for the safety of our team and your pets. As such, please remember that any abusive behaviour will be recorded and shared with the relevant authorities if necessary.
Photography
Lily’s Club is proud to show our work online across a range of social media accounts operated by us. This includes both photos and videos.
However, to avoid any risk to the owner, and pet, we will ensure that no dog tag details are visible on any photos or videos. Plus, we don’t share any photos or videos publicly while your dog is in our care.
If you would prefer us to not share any photos or videos of your pet, please ensure that you contact us separately so that we can record this on our records.
CCTV
CCTV plays a legitimate role in helping to maintain a safe and secure environment for all of our staff, customers, potential customers, employees of its partners and suppliers and contracts.
All images recorded by our CCTV system is personal data and is treated and processed in accordance with data protection laws. Access to view the CCTV system is restricted to senior staff.
Hold Harmless Agreement
By using our services, you agree that Lily’s Club, it’s owners and employees will be held harmless from any damage, loss or claim arising from any condition of your pet, either known or unknown to us. It is further understood and agreed the terms and conditions can change at any time, without notice, and the updated terms will overwrite all prior versions. It is further understood that this applies to all pets receiving services within our salon.
Declaration
By booking your pet and attending the Salon for a service, you agree to the above terms and conditions and confirm that you are the legal owner or guardian of the pet.
