Here at Pumpkin Pooches we want your pooches to be in a safe and calm environment. This means we've set some policies to help achieve this and to help care for our four pawed clients and our staff as well.

Booking: 

When booking in your dog we will require some contact details about yourself and your pooch. Details include but are not limited to: 

• Owner contact details
• Dogs medical information
• Dogs temperament - including biting history
• Previous grooming history if your dog has any

 If we are unable to take these details from you then the groom will not be booked in. These details are taken for the safety of your pooch and our staff.

Cancellation and No Shows:

Cancellation of an appointment is allowed however should cancellation of an appointment happen the day of the appointment it will be classed as a no show appointment. If a no show happens three times, all future groom and spa packages will only be confirmed once a 50% deposit has been paid. 

Lateness:

We understand that life is busy. If you are likely to be late to drop off your pooch please give us as much notice notice as possible.

If you are 10-15 minutes late any full grooms will be offered a bath and tidy in replacement and will only be charged the bath and tidy price. However if you are later than the 15 minutes for the start of your appointment, the groom may be terminated as we may not be able to complete the appointment in the remaining time. Should termination happen three times consecutively then on any future grooms a 50% deposit must be paid before they can be confirmed.

Dangerous Dogs:

We are unable to accept any dogs who fall under the Dangerous Dog Act 1991. This now also includes XL Bully's in accordance with UK law and our insurance provider.

De-matting:

We don't like to clip off dogs but we understand that sometimes its unavoidable. If your dog is found to have matting during the consultation we shall ask you sign our de-matting policy so that we can help maintain the welfare of your dog. If the policy is unsigned then the groom shall be terminated with immediate affect. If matting is found during the groom you will be contacted first for permission to remove the matting and proceed with the groom, upon collection you will then be asked to sign the de-matting policy. Should permission not be given over the phone when you are called for found matting, we reserve the right to terminate the groom with immediate affect.

Double Coated:

We will not clip a double coated breed (i.e. Collies, Retrievers, etc) unless a request is made by the owner or we find matting within their coats. Owner's will be warned of the risk and that they understand the risks of clipping a double coated breed. We will also require a double coated breed policy to be signed before the groom commences. If the policy is unsigned the groom can continue to proceed but the clipping will not be done and the groom shall be classed as a Deshed. If the clip off is due to matting both the de-matting policy and the double coated policy will need to be signed and if not the groom will be terminated with immediate affect. (For further de-matting please refer to our de-matting policy). 

Complaints:

We take pride in our work here at Pumpkin Pooches Groomers & Spa. Should you feel a complaint must be made about a groom, we ask that you make it within 24 hours after the appointment, we will ask you bring your dog back during our opening hours the next day we're open so we can fix the issue if able. If it is about anything else we shall do our best to help resolve the problem to the best of our abilities. 

Grooming & Spa Package refunds and payments:

If a groom is done to a dissatisfactory level and no de-matting or double coated policy forms had to be signed a groom can be refunded for the partial or full amount depending on the severity of the complaint and that a reason with proof has been provided. The amount refunded is at the discretion of the groomer. 

All payments are made at the end of a completed groom unless you (the owner of the pooch) have decided to pay before the appointment's completion. If the groom has to be terminated during the appointment time and payment has already been made the groomer may choose to refund partial or full amount depending on time and equipment used (E.g. The dog reacts negatively to being clipped but has received a bath and dry). If not already paid the groomer may still request partial payment if product and equipment has been used (E.g. The dog reacts negatively to being clipped but had received a bath and dry).

Boutique refunds and payments:

All items from the shop will remain at full price unless otherwise stated by the owner of the business. Any items that receive damage via customer(s) and their pooches must be paid full price. If an item is already marked down from damage it will remain at the new price that takes into account the damage of the item. 

For items that require sizes then it is recommended that you size up your pooch before making the purchase.

Refunds of  Boutique items are allowed within a period of 30 days, proof of purchase must be shown and items need to be in a re-sellable condition. If an item is faulty then you will be given the option of a replacement (there may be a period between dropping off the faulty item and receiving a replacement if the stock needs to be ordered in) or the option of a refund. The faulty item must not have been misused, modified or have repairs already performed to it as this will void the refund and replacement policy.