Terms and Conditions @ Ella’s Barkhouse Arundel

Our Terms and Conditions contain the fine details which allow our customers to clearly understand what is expected of them when bringing their dogs to be professionally groomed.

There are basic obligations that we expect dog owners to abide by when using Ella’s Bark House. These are invaluable in ensuring that both you and your dog are thrilled with their groom!

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Normal Condition

It is assumed that you will bring your dog into Ella’s in a ‘normal’ condition. That is, that you groom your dog at home (right down to the skin) regularly between appointments and that you will present your dog in a dry and un-matted state. Any condition other than ‘normal’ will most probably take us longer to deal with and will therefore incur additional charges.

Cancellations and Late Arrivals

When you make an appointment at Ella’s Bark House you are obliged to pay for it as we will turn away other clients under the assumption that you are coming. If you must cancel, we would appreciate at least 48 hours notice or a fee will be incurred.

If you are more than 15 minutes late and have not contacted us we will presume you are not coming and the full price of the groom will be payable before another appointment can be made.

Dangerous Dogs

The owner (or other responsible person) agrees to inform Ella’s Bark House prior to grooming if their dog has bitten or has aggressive tendencies – our fingers and hands are very important!

Ella’s Bark House reserve the right to muzzle your dog or ask you to muzzle your dog or refuse to groom if it represents a danger. Unless this has been discussed and agreed beforehand we reserve the right to turn away your dog without grooming it, however, the full price of the groom will still be charged because at that point we cannot fill your appointment.

Wee Wees Please!

Please ensure that your dog has had an adequate chance to relieve itself before you come to Ella’s. We do not have the time or the facilities to do this for you!

If your dog defecates or urinates during their groom and this results in the need for a second bath, you will be charged accordingly.

Matted Coats

Here at Ella’s Bark House we have a non-matting policy in compliance with the Animal Welfare Act (2007) Section 5 which states that ‘all animals are to be protected from pain, injury, suffering and disease’.

Attempting to brush out heavy matting would lead to a great deal of discomfort for a dog. Instead we will at all times advise clipping to remove any matted and damaged coat. If your dogs coat has become matted, we require your permission to clip before we begin the groom. Where dogs are heavily matted, an extra charge of up to £20 to remove the coat will apply, on top of the regular groom price.

Flea Policy

We will check for fleas during the pre-groom consultation and will advise you if your dog needs to be treated.

Any dogs found to have fleas will go straight into a flea bath with special shampoo to remove them. The studio will also need to be treated to avoid cross contamination therefore we will make a charge of £10 per dog to cover the extra costs involved.

You will be advised to treat your dog and home environment to eradicate the problem.

Injuries

We take extreme care to groom all dogs in a safe, humane and professional manner. There is however, a chance that your dog could sustain an injury while on the table which could include (but is not limited to) a nick, cut, mark or razor burn from the scissors or clippers. Hygiene, clean face and clean feet can cause irritation until the dogs skin becomes accustomed to a short cut. The client is always responsible for any irritation that occurs.

We will always advise you of any known injuries caused whilst in our care, but should any be found after pick-up, you will need to contact us within 24 hours to report them and to discuss amicable any treatment necessary.

Daycare

Although we would love to be able to, we do not have the space to provide doggy day care services at this time.

If you cannot collect your dog at the agreed time, we will charge £5 per half hour (30 minutes) or part thereof for dog sitting for you unless discussed prior to your appointment.