SALON POLICIES

Doggy By Design Gog Grooming Salon Kilmarnock

Cancellation & Re-scheduling

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 groomers time is reserved specifically for your dog 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.

To reschedule or cancel an appointment please call the salon. 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.

DEPOSITS

• A 50% deposit of the services being booked is required.

• All deposits are used as part payment towards your service.

• Deposits are non-refundable.

• Deposits will be taken as payment towards any cancellation or no show fee’s due as per our Cancellation and Rescheduling Policy above.

• Deposits can be taken over the phone or at the salon. Please note we do not hold clients credit card details on file.

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PICK UP & DROP OFF SERVICE

For clients using our Pick up and drop off service, prepayment of treatment and the pick-up and drop off service is due at the time of booking. For no shows i.e. pet parent not at home at time of collection, key-holder unable to gain access; prepayment is non-refundable. Collection and return can only be done to the pet parent’s home address. Please note this service is not available to first time clients as all pooch’s new to the Spa have to undergo a pre-treatment consultation with their pet parent present, you can however bring you dog in for consultation before your appointment.  Prices for pick up and drop off start at £5 for each (£10 for both pick up and drop off), if you live outside of Kilmarnock this will increase on distance.

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PRICING

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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 and this is based on how long the groom will take us. 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.

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VACCINATIONS

If you dog has not been vaccinated before or their previous vaccination is out of date please leave 14 days from the date of vaccination and the appointment date of their treatment. We regret that we are unable to groom puppies until 2 weeks after their 2nd vaccination.

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FLEAS

Please note that dogs with flea’s should not be brought to the salon,  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 £15 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.

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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 this may result in them needing an additional bath. Water will be provided for your pet during their visit.

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HEALTH

If your pet is not feeling well (e.g. vomiting, diarrhoea, kennel cough, ) please do not bring him/her to the Spa for their own comfort and the safety of our other canine clients. Please advise our staff of any change in your dog’s health or medical condition upon arrival so that we may update your pets file. We are unable to accept dogs which are in season or are pregnant.

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NEW CLIENTS

To ensure we have adequate time to familiarise ourselves with your pooch we ask first time clients to factor in 15 minutes prior to the treatment for a free pre-treatment consultation. This time will be used to discuss your pooch’s general health, any concerns you may have, specifics required of the treatment, and to welcome your pooch to the salon! A New Client Form should be completed by first time clients at time of booking, this can be done via emailed Word document for and complete and reply with the form attached stating that you accept our terms of business.  Otherwise you can complete it in the salon, please arrive 5 minutes early to do this.

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DURING THE GROOM

TREATMENT TIMES

An approximate completion time will be given for your dog’s treatment when you drop them off, we will ring or text you when your dog is half an hour from being 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.

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EXTENDED TREATMENT TIMES

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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 £10 per half 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 behaviour.  For us to give an accurate price please disclose all temperament info at consultation to avoid any price surprises on pickup.

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BEHAVIOUR

Doggy by Design will refuse the use of its facilities if there is evidence of behaviour that may be considered dangerous to other dogs or employees. We will try all methods to ensure the dog has as low stress experience to try to avoid this happening however, if your dog does have an incident that Doggy by Design deems unacceptable we reserves the right to stop the grooming process. In this case 50% of the groom cost will be charged irrespective of how much of the grooming treatment has been completed.  In some cases we can use a muzzle, please let us know if you are not comfortable with this prior to grooming.

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Matting

All prices quoted for our grooming services are a starting price. If your dog is excessively matted a surcharge of £10 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 shorter 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 via phonecall, if you do not answer a text will be sent but if no reply in 10 minutes we have to proceed as we have limited time, and a Clip Release Form must be signed for Doggy by Design 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.

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LATE PICK UP FEES

Pick up will be due when the pet parent is contacted half an hour before finishing, you will be given an estimated time on arrival. If pet parents are unable to meet this pick up window we recommend booking our day care facility.

The daycare facility is only available at the time of booking your pets grooming appointment as we only take 1 dog per day.  If you would like us to co-ordinate with an existing day-care provider or dog walker please ensure we have their contact details.

If you would like us to look after your dog for the entire day, an additional fee of £20 will be charged on top of groom price,  you can drop off your dog at 9am and collection at 4:30pm.  We can also arrange to pick up and drop off your dog to you at an additional charge of £10 (if outside Kilmarnock this will increase accordingly).