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Our Terms & Conditions

  • Pets Come First Limited is a company registered in England under company number 10471985. Our registered office is 176 Park View Road, Welling, London, DA16 1ST. You can contact us by calling on 0203 509 7720.

  • DEPOSITS: All customers are required to pay a £15.00 deposit for each appointment made to secure their booking. This deposit secures against the following: if an appointment is cancelled with less than 48 hours’ notice; and where an appointment is missed for any reason and will not be refunded. Unless the deposit becomes non-refundable for the reasons set out above, you may choose to deduct the deposit from the overall cost of your pet’s grooming session or be carried over for your future bookings. 

  • LATE ARRIVAL: We cannot guarantee that appointments will remain available if you or your pet arrives more than 15 minutes late for an appointment. We may treat late arrival as a missed appointment, in which case the deposit you have paid will become non-refundable and must be paid upon re-booking.

  • LATE COLLECTION: Any pets not collected at the agreed collection time will incur an additional charge of £5.00 for every 30 minutes that a pet is kept in holding after the collection time stated on the grooming contract.

  • CHARGES: The total price of the groom will be the price stated at the time the grooming appointment was made, plus any additional/extra charges that may become payable for the reasons set out in these Terms and Conditions. You must pay for the groom in full upon collection of your pet, all charges are inclusive of VAT. 

  • FOOD: Please do not feed your pet within 30 minutes prior to their appointment. We ask that you give your pet the opportunity to be relieved before they enter the grooming salon. 

  • VACCINATIONS: All customers are responsible for keeping their pet up to date with vaccinations.

  • PUPPY GROOM: For the health of your puppy, you should wait 2 weeks after your puppy’s second vaccination and your puppy should be a minimum of 12 weeks of age before booking a puppy groom.

  • MICROCHIPPING: We will not groom any pet that has been microchipped within 24 hours before a grooming appointment.

  • HEALTH: You must inform the groomer of any medical conditions affecting your pet. We may ask you to provide a letter from your pet’s vet confirming that they are fit to be groomed before the groom is carried out. Pets which are pregnant or in season will not be accepted for a groom.

  • MATTING: We will endeavour to groom your pet to your requirements, however if your pet’s coat is excessively matted, the matted coat will be clipped (shaved) out. Depending on the severity of the matted coat, which will be discussed during your pet’s consultation, there may be an additional charge in addition to the grooming price, with targeted de-matting (such as under the legs and behind the ears) at £5 or general de-matting over the body at £10 for up to a maximum of 15 minutes. After this 15-minute point, we will recommend a clip off for the dog’s welfare, therefore it may not be possible to achieve the style you desire. As groomers, our primary concern is to relieve any distress or discomfort your pet may be experiencing as a result of their severely or excessively matted coat. Should your pet come in heavily matted, due to the time it takes and special care needed to remove this, you will be required to sign a Clipping Policy, which will be explained by your groomer and carries a £10 additional charge to the grooming price. You will be made aware of any additional costs during your consultation.

  • EMERGENCY VET TREATMENT: Should your pet require emergency vet treatment whilst it is at our premises and should you not be present at the time, you confirm that we are authorised to seek such vet treatment in your absence and that you will be responsible for paying the costs of such vet treatment. 

  • We strongly advise you insure your pet. Whilst we take every reasonable precaution to prevent it, 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 or extend our liability.

  • LIMITATION OF OUR LIABILITY REGARDING YOUR PET: Whilst we will take every care of your pet whilst it is being groomed, any pet left on our premises is left entirely at the owner’s risk. Pets come First Limited will not be held responsible for any loss of personal items during a grooming appointment.

  • DANGEROUS DOGS: We will not groom any dog that is, or is crossed with, a Pit Bull Terrier, Dogo Argentino, Perro De Presa Canario, Dogo Canario, Japanese Tosa, Fila Brasileiro, Czechoslovakian Wolfdog, Saarloos Wolfhound/Wolfdog or any wolf hybrid. We will not groom any dog that must be registered under the Dangerous Dogs Act 1991, the Dangerous Dogs (Amendment) Act 1997 or any further amendments to this Act.

  • FLEA & TICK: If your pet is found to have fleas, we will charge a fee of £10 in addition to the cost of the groom, where your pet will be bathed in a flea shampoo and the salon disinfected. If your pet is found to have a tick, we will charge a fee of £3 to remove in addition to the cost of the groom. However, we advise if your pet has a tick to see your vet, as they are known carriers of disease and may require further treatment.

  • SECONDARY GROOMER: There can be a number of reasons why it may be necessary for your dog to require two groomers to carry out a groom. If the behaviour of the dog warrants two groomers to carry out the groom, this will be charged per 30 minutes of time taken at £10. If it is to ensure the welfare of the dog (e.g. an older dog) and the groom requires two groomers, as with the above, this will be charged per 30 minutes of time taken at £10

  • REFUSE TO GROOM: The grooming team have the right to refuse to groom any pet without reason. The grooming team have the right to refuse any customer without reason. The grooming team have the right to cancel a groom if it would affect the pet’s welfare to continue or there is a risk of injury to the grooming team.

  • REFUND OF DEPOSIT & OUR CHARGES: Should we refuse to groom your pet for reasons unconnected to your pet’s behaviour, any deposit you may have paid for the appointment will be refunded. Should we refuse to groom your pet for reasons connected to your pet’s behaviour, we reserve the right to treat the appointment as a missed appointment, in which case the deposit you have paid will become non-refundable. If we have started the groom but have to cease the groom for any reason before it is completed, we reserve the right to charge a reasonable fee for work carried out up until the point of ceasing to groom.

  • MAKING FUTURE CHANGES: Please note that we reserve the right to amend our terms and conditions at any time.

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