Cancellation and Late Appointment Policy

We would like to ensure the smooth and timely running your pet’s grooming session in a stress free environment.

Please read all the details below as these may affect you.

Please be aware that when we use the word “You” we are referring to the client. When we use the words “Pet Universe”, “We” and “Us” we are referring to Pet Universe Cat and Dog Grooming Salon.

From the 1st of March 2013, we will be introducing our new booking appointment system, and implementing our new Cancellation and Late Appointment Policy.

To secure your appointment at Pet Universe, on the day of booking an appointment, we’ll require a deposit of £35 for a grooming session.

Payments can be made by:

  • a) over the phone
  • b) online bank transfer
  • c) in person
  • d) in person at the bank

No appointment can be confirmed without the payment being received.

All deposits are fully refundable if the arranged appointment has been cancelled or rescheduled before the 48 hour deadline.

This is very important to us, and allows prompt rearrangement of our schedule.

We understand that sometimes unforeseen circumstances do happen i.e. hospital appointment; car has broken down, emergency visit to the veterinary surgery, etc. We will be more than happy to refund your deposit, should you be able to provide us with a written explanatory letter or copies of documentation.

We can provide a courtesy reminder service on your request. However, should you not receive this reminder – it is still your responsibility to let us know that you would like to re-arrange or cancel your appointment.

Arriving late for your appointment

We require all pets to be dropped off 10-15 minutes before their appointment.
If you arrive at the salon 15 minutes later of your pet’s scheduled time, your appointment will be considered as late. The time may be allocated to another pet and you may forfeit your time-slot and deposit made on day of the booking.

Collection of your Pet

If you have been given a specific time to pick up your pet and you are late in collecting it, you may lose the opportunity to discuss your pet with the groomer, as they may already be busy with another pet. You may be charged a retaining fee of £15 per hour, unless a pre-arrangement has been made with the salon.

The health and welfare of your pet is of utmost importance to us.

Therefore, we believe that you will understand and appreciate these rules. We would be most grateful for your co-operation in this new transition. Should you feel that these new rules may affect you, please feel more than welcome to speak to a member of staff. Our customers are very important to us, and any feedback would be taken into consideration.