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Terms of service

Last updated: 29 July 2026

These terms apply when you book mobile dog grooming with Pampered Pooch Dog Grooming, a sole trader operated by Helen Kalkman and based in Lowestoft, Suffolk. Booking an appointment means you accept them.

1. Contacting us

2. Bookings and prices

Appointments are arranged by telephone, email or message. A booking is confirmed once we have agreed a date and time with you.

Prices are quoted individually, because the time a groom takes depends on your dog’s size, breed, coat type and condition. Any quote given before the appointment is an estimate given in good faith. If your dog’s coat turns out to need substantially more work than described, we will tell you and agree the price with you before continuing.

Payment is due on completion of the appointment, by cash, cheque, or bank transfer.

3. Cancellations and missed appointments

Please give at least 24 hours’ notice if you need to cancel or rearrange, so the slot can be offered to someone else. Cancellations with less notice, and appointments where nobody is home, may be charged at 50% of the appointment fee.

If we have to cancel — through illness, vehicle breakdown, or weather that would make the appointment unsafe — you will be told as soon as possible and offered the earliest alternative. Nothing is charged for an appointment we cancel.

Separately from the notice period above, if you booked by telephone, email or message without meeting us in person, you have a legal right to cancel within 14 days of making the booking and to be refunded anything you have paid. If you ask us to start the groom inside those 14 days you can still cancel, but you may be asked to pay for the work already done. That right ends only once the groom is fully complete. This right is in addition to, and not replaced by, the notice period above.

4. Where we park and what we need

The salon is a van and is fitted out to work independently at your address. Please make sure there is a legal, safe and reasonably level place to park close to your property, and that any parking permit or restriction is dealt with beforehand. If we arrive and cannot park safely we will do what we reasonably can to find somewhere nearby. If that is not possible the appointment may need to be rearranged, and the missed-appointment charge above may apply.

5. Your dog’s health, behaviour and welfare

Before the appointment, please tell us about:

  • any illness, injury, lump, skin condition, allergy or infestation
  • any history of biting, snapping or severe distress when handled
  • any medication your dog is taking, and anything a vet has advised
  • whether your dog is in season, pregnant, or recently had surgery

This matters for your dog’s safety and for ours. If something significant was not mentioned and it means the groom cannot safely continue, we will stop, and the work completed up to that point is chargeable.

Grooming can reveal problems that were hidden under the coat, such as lumps, sores or ear infections. Anything noticed will be pointed out to you. This is not a veterinary diagnosis, and it is not a substitute for seeing a vet.

Matted coats. Where a coat is badly matted, brushing it out can be painful and can damage the skin underneath. In that situation clipping the coat short is usually the kinder option, and it may be the only humane one. This will be discussed with you before we start, but the welfare of the dog comes first. A short clip can reveal existing skin problems, and the coat may look and feel different as it grows back.

If your dog becomes too distressed, or behaves in a way that puts the dog or the groomer at risk, the appointment will be stopped. The work completed up to that point is chargeable. No dog is ever sedated, no dog is left unattended in the van, and restraint goes no further than is needed to keep the dog and the groomer safe. A muzzle is used only where safety requires it, and you will always be told if it was.

6. Emergencies

If your dog needs urgent veterinary attention during an appointment, we will try to contact you first. If we cannot reach you, we may take your dog to the nearest available vet and authorise only the treatment that is immediately necessary. Veterinary fees in that situation are your responsibility, unless the injury was caused by our negligence. Anything beyond immediate treatment waits until we have spoken to you.

7. Insurance and liability

We hold full public liability insurance tailored for mobile dog grooming operations.

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for:

  • pre-existing conditions, or conditions revealed rather than caused by grooming
  • the effects of a coat being clipped short because it was matted, where that was the humane option
  • loss or damage that was not foreseeable at the time you booked

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Your legal rights as a consumer under the Consumer Rights Act 2015 are not affected.

8. If something goes wrong

Please tell us within 48 hours of the appointment so it can be looked at while it is fresh. Email [email protected] or call 07427 655992. Complaints are taken seriously and answered as quickly as possible.

9. Photographs

Photographs of dogs are sometimes taken and used on our website or Facebook page. No customer name or address is ever published with them. If you would rather your dog was not photographed, just say so — before or after the appointment — and any existing photographs will be removed.

10. Your information

How your information is handled is set out in our privacy policy.

11. General

These terms may be updated from time to time; the version published here when you book is the one that applies. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

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