Cancellation and Late Appointment Policy

We aim to ensure the smooth and timely execution of your pet’s grooming session in a stress-free environment. Please carefully read the following details, as they pertain to your visit:

Definitions: In this document, “You” refers to you, the client. “Pet Universe,” “We,” and “Us” refer to the Pet Universe Cat and Dog Grooming Salon.

New Systems and Policies: Starting from March 1, 2013, we are excited to introduce our new booking system and implement our Cancellation and Late Appointment Policy.

Appointment Booking and Deposits: To secure an appointment at Pet Universe, a £50 deposit is required on the day of booking. This deposit can be made via:

  • Online bank transfer
  • In person at our salon
  • Directly at the bank

Please note that appointments cannot be confirmed until payment is received.

Refund Policy: Deposits are fully refundable if the appointment is cancelled or rescheduled at least 48 hours in advance. This policy helps us efficiently manage our schedule.

Exceptions for Unforeseen Circumstances: We understand that unforeseen events (e.g., hospital appointments, car breakdowns, emergency veterinary visits) can occur. We are more than willing to refund your deposit if you provide a written explanation or supporting documentation.

Reminder Service: Upon request, we offer a courtesy reminder service. However, if you do not receive a reminder, it remains your responsibility to inform us about any changes to your appointment.

Arrival for Appointments

Timeliness: We require all pets to be dropped off 10-15 minutes before their scheduled appointment time.

Late Arrivals for Appointments: Arriving more than 10 minutes after your pet’s scheduled appointment time will be considered late. In such cases, we may allocate your time slot to another pet, and you may forfeit the deposit made on the day of booking.

Collection of Your Pet

Pick-Up Time: If you are provided with a specific time to pick up your pet and you are late, you may lose the opportunity to discuss your pet’s grooming with the groomer, as they may be occupied with another client.

Late Pick-Up Fee: A retaining fee of £25 per hour will be charged for late collections, unless prior arrangements have been made with the salon.

Our Commitment

Pet Welfare: The health and welfare of your pet are of utmost importance to us.

Cooperation: We trust that you will understand and appreciate these policies. We are grateful for your cooperation during this transition.

Feedback and Communication

Open Dialogue: Should you feel that these new rules may affect you adversely, please feel free to discuss your concerns with a member of our staff. Your feedback is highly valued and will be considered as we strive to improve our services.