Frequently asked questions
Health & Welfare
Whilst your pet is in our care its health and welfare is our primary concern. It will only ever be groomed according to it’s tolerance of the process. If your pet is fearful of any of the procedures employed during grooming, a workaround or alternative will be employed. We will, where possible try to work positively with nervous dogs to help them relax. Occasionally during grooming a pre-existing condition may be discovered which you may not have been aware of. We will notify you of this so that you can seek veterinary advice if necessary.. Please inform us of any changes in your pet's health or temperament or your personal details to allow us to continue to provide a service tailored to your pet's needs.
Before Your Appointment
Please ensure your dog has had an adequate chance to relieve itself before you come to the shop. If your dog defecates or urinates during the grooming process and requires a second bath you will be charged appropriately.
We ask that all dogs coming in for grooming are vaccinated. While it is highly unlikely, it is possible that diseases can be transmitted by contact with surfaces and equipment. So for the well being of your pet we may ask to see proof of vaccination at the time of their first groom. If your dog is not vaccinated you agree to leave the dog at your own risk. You should bear in mind that Parvovirus, Distemper, Leptospirosis and Hepatitis are all potentially fatal illnesses and can easily be passed by contact with objects or animals. They are preventable by vaccination.
It is assumed that you will bring your dog into the shop in Normal Condition. That is; that you groom your dog at home regularly between appointments, and that you will present your dog at the salon in an unmatted and dry state. Any condition other than "Normal" will most probably take longer to deal with and may incur additional de-matting charges.
In the event of any dog needing a shave down to remove matted fur, the owner should be aware that irritation may occur from the shaving process, as well as uncovering nicks, cuts or other potential problems. The owner will be notified before any action is taken. No dog will be subjected to stress or discomfort and all dogs will be groomed in accordance with The Animal Welfare Act 2007. Dogs can suffer from depression following a shave down and should not be made fun of or humiliated by family members on their return home. Matted dogs may incur additional de-matting charges. We will not attempt to brush out areas of matting larger than a 50p as this would cause severe discomfort to the dog.
Ingleby Dog Grooming strives to be a flea/tick free environment. If the dog(s) have a flea or tick infestation Ingleby Dog Grooming would ask that the owner cancels with at least 48 hours notice and reschedules the appointment once the flea or tick problem is under control. If fleas are found on the dog(s) Ingleby Dog Grooming will bath the dog(s) in a flea shampoo and subsequently treat the studio. If the infestation is bad this may incur an additional charge on the grooming bill. If ticks are found they can be removed with permission from the owner. We can also supply flea and tick treatments for use on your pet and in the household for an additional charge.
The owner (or other responsible person) agrees to inform Ingleby Dog Grooming prior to grooming if the dog has bitten or has aggressive tendencies. Ingleby Dog Grooming reserves the right to muzzle your dog or ask you to muzzle your own dog or to refuse to groom it if it represents a danger to our staff or other dogs in the shop. Unless this has been discussed and agreed beforehand we reserve the right to turn your dog away without grooming it.
We draw your attention to The Dangerous Dogs Act 1991. If we are unable to complete a groom due to behavioural problems or aggression you will be charged 50-100% of the price of a full groom depending on the time spent before the procedure had to be abandoned.
Accidents & Emergencies
Although extremely unlikely, accidents can happen during grooming. In the event of an accident or serious medical issue arising during your pet's groom Ingleby Dog Grooming will seek emergency veterinary treatment. All costs will be at the owner's expense unless proven to be an issue caused by Ingleby Dog Grooming. Our registered vet is Jacqui Patterson (Preston Farm).
Time Keeping / Cancellations
We work on a strict appointment only basis, one in, one out. We do not crate your dog at any time. Therefore it is important to try to arrive on time for your appointment. If you arrive more than 15 minutes late for an appointment it will be classed as a cancellation and you may be required to re-book for another time and day. You may be asked to pay a cancellation fee and also asked to pay in advance for your next appointment.
Most grooms take between 1 - 3 hours or more depending on the size and temperament of the dog, and its coat condition. You will be advised what time to collect your pet. It is advisable not to enter the shop before this time, as your presence may distract your pet during the finishing stage of its groom. It is essential that you collect your pet at the agreed time as once the groom is finished your dog will be eager to go home and may become unsettled or anxious and cause a distraction to the next dog being groomed. Late collections may incur an extra charge of £5 every 15 minutes or part of as this could prevent the groomer from starting work on the next dog.
If you need to cancel your appointment we ask that you respect the fact that as a small business we may find it difficult to fill your appointment at short notice. Please try to give at least 48 hours notice.
Customers who persistently 'no show' or same day cancel may be refused future appointments at the discretion of the management.
No shows will incurr a £10 charge which is payable before any future appointments can be booked.
PAYMENT IN FULL IN ADVANCE FOR FIRST APPOINTMENT
Due to the high number of ‘no shows’ or ‘same day cancellations’ by new customers we have decided to charge in advance to secure the first appointment.
This is a non-refundable security payment. If the customer does not attend the appointment the payment WILL NOT be refunded.
We will allow new customers to reschedule their appointment and move the payment to the new date and time with a minimum 48 hours notice.
Any reschedules within the 48 hour notice period will incur the full charge of the groom which was paid upon booking and a new appointment will then need to be paid for in advance.
We will not book the appointment into our diary until the payment has been made either in store or by card over the phone. Proof of payment will be kept in the diary. Copy of proof of payment is available on request.
Customers who book their first appointment online will be contacted and asked for payment over the telephone.
Any queries or disputes over payment/rescheduled appointments and loss of security deposit must be directed to management to consider and contact the customer to discuss further.
The below are standard fees which may be applied to the cost of the groom.
Late Pick Up Fee £5.00 for every 15 minutes.
No Show Fee £10.00 plus payment in full for the next groom.
Same Day Cancellation Fee £10.00 plus payment in full for the next groom.
Flea Bath £5-£10 depending on severity of flea infestation.
De-Matting Fee £5-£10 depending on the severity of the matting.
By agreeing to our Terms and Conditions you are consenting to us using before and after photos of your dog on our website, social media and advertising literature. If you would prefer us not to use photos of your dog please let us know in advance.
Ingleby Pet Supplies are members of the Pet Industry Federation.
Ingleby Dog Grooming are members of the British Dog Groomers Association.
Our registered vet is Jacqui Patterson, Preston Farm, Stockton.
We are insured through Protectivity - please note our insurance does not cover us for expressing Anal Glands.
Ingleby Dog Grooming LTD Company number 10218443 is owned by Ingleby Pet Supplies LTD.