THE CANINE PARLOUR UK LTD
CLIENT TERMS & CONDITIONS — GROOMING SERVICES
Company Number: 15147951
Registered Office: Orchard House, Harlequin Avenue, Brentford, TW8 9EWTrading Address: 162 Boston Road, Hanwell, London, W7 2HJ
Email: thecanineparlouruk@outlook.com
1. PARTIES, AGREEMENT & ACCEPTANCEThese Terms & Conditions (“Terms”) apply to grooming services supplied by The Canine Parlour UK Ltd, trading as The Canine Parlour (“The Canine Parlour”, “we”, “us” or “our”), to the person making the booking (“Client”, “you” or “your”).
You confirm that you are aged 18 or over and are either the legal owner of the pet or have the owner’s authority to arrange grooming and make decisions concerning the pet.These Terms are made available to you as part of the booking process before your booking is confirmed. A copy is also provided electronically in connection with your booking so that you can retain and review it.By accepting these Terms and proceeding with your booking, including making any required advance booking payment, you enter into a binding agreement with The Canine Parlour UK Ltd on these Terms.
You are responsible for reviewing the Terms made available to you before proceeding. If you do not agree to these Terms, you must not proceed with the booking.A booking is not confirmed until the required advance booking payment has been received and any required booking information or consent process has been completed.Nothing in these Terms affects your statutory consumer rights.
2. CLIENT INFORMATION & PET SUITABILITYYou must provide information about your pet which is accurate and complete to the best of your knowledge.You must disclose any known medical conditions, medication, allergies, injuries, skin or ear conditions, seizures, heart or respiratory conditions, mobility problems, pregnancy, age-related conditions, previous adverse reactions to grooming, anxiety, aggression, bite or attempted-bite history, handling sensitivities or any other circumstances which could reasonably affect grooming.
You must keep this information up to date and tell us about relevant changes before each appointment.To the best of your knowledge, your pet must be well enough to attend their grooming appointment.
If your pet is unwell or may have a contagious condition, including but not limited to vomiting, diarrhoea, fleas or other parasites, infectious skin conditions, kennel cough or another contagious illness, you must tell us as soon as reasonably possible before attending.We may postpone, modify or refuse a groom where we reasonably believe proceeding could compromise the welfare or safety of your pet, another animal, a client or a member of staff.
3. HEALTH, SAFETY & WELFAREGrooming involves the handling of animals and carries inherent risks. Risks may be increased for elderly, very young, anxious, reactive, medically compromised or behaviourally challenging animals.
The Canine Parlour will provide its grooming services with reasonable care and skill and will take reasonable precautions appropriate to the individual animal.
Animal welfare takes priority over achieving a particular appearance or completing every element of a booked service.
We may modify, pause or stop grooming where we reasonably believe continuing could cause excessive distress, pain, injury or an unacceptable welfare or safety risk.This may include giving the pet breaks, changing handling methods, omitting part of the service or ending the appointment.Veterinary EmergenciesIf your pet becomes unexpectedly unwell or injured while in our care, we will take reasonable steps to contact you using the contact information you have provided.
Where we reasonably believe urgent veterinary attention is necessary and delaying treatment while attempting to obtain your instructions could compromise your pet’s welfare, you authorise The Canine Parlour to seek appropriate veterinary assistance on your behalf.
You will be responsible for reasonable veterinary costs arising from your pet’s pre-existing or undisclosed condition, the animal’s behaviour or another circumstance for which The Canine Parlour is not legally responsible.
You will not be responsible for those costs to the extent that the need for treatment resulted from negligence or breach of legal duty by The Canine Parlour.
4. MATTING, COAT CONDITION & WELFARE GROOMINGThe condition of your pet’s coat affects what can safely and humanely be achieved during grooming.
Where matting is present, we will assess the coat and determine an appropriate grooming approach with the animal’s welfare as our priority.
We will not undertake prolonged or excessive de-matting where we reasonably believe doing so would cause unnecessary pain, distress or skin trauma.Where necessary, we may recommend clipping or shaving some or all affected areas.
Removing a severely matted or compacted coat may reveal previously concealed skin irritation, sores, bruising, parasites, wounds or other conditions.Severe matting can also increase the risk of skin irritation or minor injury during removal because the coat may be tightly attached to the skin. We will exercise reasonable care to minimise these risks.
Your pet’s finished appearance may therefore differ substantially from the style originally requested where this is reasonably necessary for their health, comfort or welfare.
Matting Charges
Additional matting work is charged at £20 per additional 30 minutes.
Where reasonably practicable, we will inform you before undertaking significant additional work carrying an additional charge.If we determine that clipping or shaving is reasonably necessary to groom your pet without compromising their welfare and you do not consent, we may stop the groom and ask you to collect your pet.You will remain responsible for reasonable charges reflecting work already undertaken and appointment time reasonably lost.
We reserve the right to decline future appointments where the grooming requested would, in our reasonable professional judgement, compromise an animal’s welfare.
5. ADDITIONAL TIME, WORK & CHARGES
Booked prices are based on the service selected and the information reasonably available to us when the booking is made.
Reasonable additional charges may apply where substantially more time, handling or work is required because of circumstances including significant matting, unusually dense or impacted coat, additional bathing or drying, behaviour requiring additional handling, or cleaning following excess fouling or another incident.
Where the additional requirement and likely cost can reasonably be identified beforehand, we will endeavour to tell you before significant additional work is undertaken.
Collection
You must arrange for your pet to be collected promptly once we notify you that they are ready.The Canine Parlour provides grooming appointments and does not provide routine boarding or day-care as part of a grooming appointment.
Where a pet remains at the salon for more than 30 minutes after the agreed or notified collection time without prior agreement, a late-collection charge of £15 per additional hour or part thereof may apply.
6. NAILS, EARS & VETERINARY-ONLY PROCEDURES
Nail trimming and routine external ear cleaning are included with Full Groom appointments where appropriate and safe.
We may omit either where your pet’s behaviour, health, anatomy or another welfare consideration makes the procedure inappropriate or unsafe.The Canine Parlour does not perform veterinary procedures and does not provide anal-gland expression.
If we observe something which may warrant veterinary attention, we may advise you to contact your veterinary surgeon.
Any observation made by a groomer is not a veterinary diagnosis.
7. BEHAVIOUR, AGGRESSION & BITE RISK
You must disclose any known history of aggression, biting, attempted biting, extreme fear, handling sensitivity or other behaviour which could create a risk during grooming.
This applies even where the behaviour has not previously occurred in a professional grooming environment.
The Canine Parlour has experience working with nervous and reactive animals.
However, acceptance of an appointment does not guarantee that a groom can safely be completed.
We may use reasonable and humane safety and handling measures appropriate to the individual animal, including breaks, suitable grooming restraints and muzzles where appropriate.Where we have specifically instructed you to provide a muzzle for your dog, you must provide one which is appropriately sized, secure and suitable for the animal.
We may modify, pause or stop a groom where we reasonably believe continuing presents an unacceptable risk to the animal, staff or others.
Where a service cannot reasonably be completed because of the animal’s behaviour, you will be responsible for a reasonable charge reflecting the work already performed and appointment time reasonably lost.
Abusive, threatening, intimidating or violent behaviour by a client or accompanying person towards staff will not be tolerated.
We may terminate an appointment where reasonably necessary to protect staff, clients or animals and may decline future bookings.
8. PRE-EXISTING & PREVIOUSLY HIDDEN CONDITIONS
Grooming and handling may reveal conditions which were previously concealed, particularly beneath long, thick, compacted or matted coats.
These may include lumps, sores, wounds, parasites, skin irritation, ear problems or other abnormalities
.The fact that a condition becomes apparent during or following grooming does not, by itself, mean that grooming caused the condition.
The Canine Parlour is not responsible for a pre-existing condition or for loss arising from circumstances which we did not cause, provided that we have exercised the reasonable care and skill required of us.Where appropriate, we may recommend veterinary assessment.
You remain responsible for arranging appropriate follow-up veterinary care.
9. ADVANCE BOOKING PAYMENTS, CANCELLATIONS, RESCHEDULING & NO-SHOWS
Advance Booking Payment
Unless otherwise stated, a 50% advance booking payment is required to secure an appointment.
The advance booking payment forms part of the total price of the service and will be deducted from the remaining balance.
If the required booking payment is not received within the period specified during booking, we may release the appointment.
48-Hour Cancellation & Rescheduling Policy
We require a minimum of 48 hours’ notice if you wish to cancel or reschedule an appointment.
Where at least 48 hours’ notice is provided, your advance booking payment will normally be transferred to a replacement appointment, subject to availability.
Where less than 48 hours’ notice is provided to cancel, will result in loss of deposit cancellation amount reflecting the loss caused by the late cancellation or rescheduling, taking into account relevant circumstances including whether the appointment can reasonably be filled by another client and any costs we have saved.
Any advance booking payment already made may be applied towards that amount.A cancellation charge will not exceed the total price of the booked service.Nothing in this cancellation policy excludes or restricts any statutory cancellation or refund rights which apply to your booking.
No-Show
If you fail to attend your appointment without notice, we may charge a reasonable amount up to the full price of the booked service where the appointment time has been lost and could not reasonably be reallocated.
Repeated late cancellations, rescheduling or missed appointments may result in us declining future bookings.
Late Arrival
arrive at the agreed appointment time.If you arrive 15 minutes or more late, we may shorten, modify or reschedule the appointment where there is insufficient time to provide the booked service safely without adversely affecting subsequent appointments.
Any charge made in those circumstances will reasonably reflect work undertaken and appointment time actually lost.
Cancelation by The Canine Parlour
If The Canine Parlour cancels your appointment and cannot provide the booked service, and the cancellation is not caused by something for which you are responsible, you will be offered either transfer of your advance booking payment to another appointment or a refund of the amount paid for the service which will not be provided.
10. PAYMENT & PRICING
The outstanding balance is payable upon completion of the groom and before or at collection unless otherwise agreed.Any applicable additional charges described in these Terms will be added to the final balance.
Prices described as “from” and estimates may vary where coat condition, size, behaviour or other individual requirements materially affect the work required.
Where reasonably practicable, we will explain significant additional charges before undertaking the relevant additional work.
11. PHOTOGRAPHY & MEDIA
The Canine Parlour may take photographs and/or videos of pets during grooming appointments.
These may be used for grooming records, before-and-after documentation, The Canine Parlour’s website, social media, advertising and other promotional content.
If you do not want photographs or videos of your pet to be taken or used for promotional purposes, please let us know before or at the start of your appointment and we will respect your request.
We will not intentionally publish personally identifying information about you alongside photographs or videos of your pet without appropriate permission.
Further information about how we handle personal information is available in our Privacy Notice.
12. COMPLAINTS
We want the opportunity to investigate and resolve any concerns promptly.Complaints should be submitted in writing to:thecanineparlouruk@outlook.com
Please provide, where possible, your name, your pet’s name, the appointment date, the service received and details of your concern.
We ask that concerns are raised as soon as reasonably practicable and within 7 days of the appointment, particularly where inspecting the groom, coat or skin may assist our investigation.
The seven-day period is a request to facilitate prompt investigation and is not a contractual deadline.
It does not remove, shorten or otherwise affect your statutory rights or any longer period available to you under law.
13. LIABILITY & CONSUMER RIGHTS
The Canine Parlour will provide its grooming services with reasonable care and skill in accordance with applicable consumer law.
Nothing in these Terms excludes or restricts any liability which cannot lawfully be excluded or restricted.Nothing in these Terms excludes or restricts your statutory consumer rights.
Subject to those rights and obligations, The Canine Parlour is not responsible for loss, injury, deterioration or additional expense to the extent that it was not caused by our breach of legal duty.
This may include circumstances arising solely from a pre-existing or previously hidden medical or physical condition, inaccurate or incomplete information supplied to us, the inherent or unpredictable behaviour of an animal, the condition of the animal’s coat, an unforeseeable reaction or medical event, or another circumstance outside our reasonable control, provided that we have exercised the reasonable care and skill legally required of us.
Nothing in this clause excludes or restricts responsibility where loss or injury was caused by our negligence or failure to exercise reasonable care and skill.
14. PRIVACY & PERSONAL INFORMATION
The Canine Parlour UK Ltd processes personal information for purposes including administering bookings, communicating with clients, maintaining appropriate grooming and business records, processing payments and operating the salon.
Personal information will be handled in accordance with applicable data-protection law and our separate Privacy Notice, available on our website.
15. CHANGES TO THESE TERMS
We may update these Terms from time to time to reflect changes in our services, business practices or legal obligations.
Changes will not retrospectively alter the Terms applicable to an already-confirmed booking unless required by law or expressly agreed with you.The version of these Terms presented to you when making a booking will apply to that booking.Where an updated version is presented as part of a future booking, the updated version will apply to that future booking.
16. GOVERNING LAW
These Terms are governed by the laws of England and Wales.
Nothing in this provision deprives a consumer of any mandatory legal rights concerning where legal proceedings may be brought.
17. BUSINESS DETAILS & CONTACT
The Canine Parlour UK Ltd
Trading as The Canine Parlour
Company Number: 15147951
Registered Office:Orchard HouseHarlequin AvenueBrentfordTW8 9EW
Trading Address:162 Boston RoadHanwellLondonW7 2HJ
Email: thecanineparlouruk@outlook.com
Last updated: September 2026