Cancellation Policy:

You agree that in the event you must cancel or rearrange the appointment, you must contact Hannas Hounds to let them know at least 24 hours before the appointment time, via phone call, or text message only to 07538891809. Failure to do so will mean that the full appointment fee will be payable. If you have booked online and/or we have your card details stored securely for your system profile, this will be charged to the card provided. If you do not have a card on record, the amount will still be payable. This can be paid over the phone or via internet bank transfer.

As an example:

If your pets groom is £60 and you fail to arrive to the appointment, or cancel with less than 24 hours notice, the £60 appointment charge will be applied.

Failure to make payment of the appointment fee within 7 days may incur late payment charges at our discretion. The same is true if you do not arrive to the appointment at all or if you are more than 10 minutes late.

If you are a multi dog household, each pet is treated as an individual booking. The same is true if a deposit has been paid. The full appointment fee will be payable but the deposit will be deducted from the fee.

You agree that no refund will be issued if you do not receive acknowledgement of your cancellation from Hannas Hounds at least 24 hours before the scheduled appointment time.

There have unfortunately been far too many people that fail to arrive for their pets appointment or let us know, let alone give any notice. It is with sadness and regret that it has come to a point of needing to charge the full appointment fee if people let us down.

However, I truly adore all the dogs I get the pleasure of meeting, from little pups to nearly small bears. For me, it is important to ensure Hannas Hounds remains to be viable so I can continue to pamper your beloved pets and see waggy tails and happy smiles coming in and out of the studio.

No-one likes to miss an appointment, and I hate having to apply charges, however I often have people on our holding list waiting for cancellations and fixed costs that need to be paid such as rent and rates. If I did not try to cover our fixed costs, the price of a spa treatment will keep rising, I hope you understand why I am doing this.

If you are more than 10 minutes late to your scheduled appointment, the full appointment fee still applies. This is due to the fact, we do run to a schedule and if someone is more than 10 minutes late, we are unlikely to have the full time available to complete that groom to the Hannas Hounds standard. In the event we do have time, we will of course use our discretion wherever possible.

Whilst I will make a concerted effort to remind you of upcoming appointments, I do expect my clients to take personal responsibility for their pets bookings, not receiving the courtesy reminders does not negate that personal responsibility and cannot be considered if trying to appeal any charges made.

I have disclosed and will continue to disclose on an ongoing basis, any and all medical or other conditions or behavioural issues that may affect my pet.

I confirm my pet is up to date with all their vaccinations, flea and worm treatment. I understand I must not bring my pet to Hannas Hounds if they have fleas or any other parasite. In the event I do, there will be additional charges which start from £30 but can change and vary depending on the severity.

I understand that severe matting can lead to discomfort, major skin irritations and infections; brushing to eliminate matting can cause areas of dermatitis, irritation, brush-burn, nicks and cuts and can be tedious and stressful to the animal; if severe matting is found, it may be necessary to shave off the coat; whilst we will use specialized equipment and extreme caution, shaving may cause irritation to the skin.

Shaving and brushing out are time consuming and may incur an additional cost.

I understand the groomer has the right to refuse or withdraw service for any reason and at any time, including if the pet cannot be groomed safely without danger to the groomer or the pet itself; Hannas Hounds has my permission to use a muzzle if they feel it is required. Aggressive behaviour from customers will not be tolerated.

I understand and agree that I must make the groomer aware if I believe my dog could potentially be aggressive. Hannas Hounds understands that it is a delicate matter, however, failure to make us aware of any aggressive tendencies can be extremely dangerous and potentially life changing for all parties. If my dog is aggressive and Hannas Hounds withdraws it’s services, I understand and agree to this and that the full appointment fee will still be payable.

I hereby agree that the groomer may groom my pet, based on the requirements previously discussed. I understand that what I have requested my pet to look like is only a guideline for the groomer and my pet may not be exact to these expectations should the groomer encounter issues during the groom. Including but not limited to matting, behavioral issues or mistakes made from a previous groomer I have visited in the past. I agree to any additional grooming necessary due to unforeseen circumstances, and I will be liable for any additional costs incurred in additional grooming.

I agree the groomer may take my pet to a qualified veterinarian for any veterinary treatment required should an emergency situation arise whilst my pet is in the groomer’s care. The veterinary bill or cost will be the responsibility of myself, the owner of the pet.

I agree the groomer may use the information supplied for administration, statistical analysis and marketing purposes.

I understand the groomer will not give my details to any third party except a vet in the event of an emergency.

I agree that pictures are allowed to be taken of my pet at any stage of their groom and also give consent for these to be used for marketing purposes, including but not limited to social media platforms and Hannas Hounds website.

I understand and agree to pay for the appointment along with any charges/fees incurred. I agree and understand that if I do not pay, Hannas Hounds reserves the right to pursue me for the full amount due with additional late payment charges. Recovery charges may apply.

This privacy notice sets out how Hannas Hounds uses and protects any information that you provide.

Hannas Hounds is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified, then you can be assured that it will only be used in accordance with this privacy notice.

We may collect the following information:

Name, Contact information including: email address, telephone number and home address, Financial information to process your payments, Demographic information such as postcode and preferences, Other information relevant to customer surveys and/or offers.

To maintain customer service standards and to assist staff training, we may record and monitor incoming calls.

CCTV is in operation at Hannas Hounds.

What we do with the information we gather:

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

Internal record keeping.

We may use the information to improve our services and will use it to keep your record up to date.

We may periodically send promotional calls/text or emails about special offers, appointment availability or other information which we think you may find interesting, using the email address which you provided.

From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, or text message.

We will not provide/sell your information to any third party without your express permission, with the exception of a vet in the event of an emergency.

CCTV footage is captured purely for your security and for the prevention and detection of crime.

If you’d like to know more, please contact us.

By submitting your personal information and indicating that you would like to receive further information from us, you consent to us using your personal information in the above ways.

How long do we keep information?

If you are a regular customer we will keep your digital information on our secure database and your confidential paperwork in a secure cupboard and regularly check to ensure we hold the most current details for you.

If you have not visited the Salon in 2 years, we reserve the right to delete all records we hold for you. If you wish to talk to use about or amend information we hold about you, please contact us via email on:

info@hannashounds.co.uk

What if I don’t want to hear from Hannas Hounds?

You can of course request that we stop contacting you at any time. We will remove your information from our database and will not contact you again unless you make another appointment with us in the future.