Here at Pumpkin Pooches we want your pooches to be in a safe and calm environment. This means we've set some policies to help achieve this and to help care for our clients and staff as well.

Booking: 

When booking in your dog we will require some contact details about yourself and your pooch. Details include but are not limited to: 

• Contact details
• Dogs medical information
• Dogs temperament 
• Whether your dog bites
• Previous grooming history if your dog has any

 If we are unable to take these details from you then the groom will not be booked in. These details are taken for the safety of your pooch and our staff.

Cancellation:

Cancellation of an appointment must be made 48 hours before. If a cancellation is made after this period and happens two  consecutive times, we reserve the right to not accept future bookings.

Lateness:

We understand that life is busy. If you are likely to be late to drop off or to pick up your pooch please give us as much notice notice as possible.

If you are later than 15 minutes for the start of your appointment with no notice, the groom could be terminated as we may not be able to complete the groom in the remaining time. Should termination happen three times consecutively, we reserve the right to not accept future bookings.

Dangerous Dogs:

We are unable to accept any dogs who fall under the Dangerous Dog Act 1991. This now also includes XL Bully's in accordance with UK law and our insurance provider.

De-matting:

We don't like to clip off dogs but we understand that sometimes its unavoidable. If your dog is found to be heavily matted during the consultation we shall ask you sign our de-matting policy so that we can help maintain the welfare of your dog. If the policy is unsigned then the groom shall be terminated with immediate affect. If matting is found during the groom you will be contacted for permission to remove the matting and proceed with the groom. Should permission not be given we reserve the right to terminate the groom.

Double Coated:

We will not clip a double coated breed (i.e. Collies, Retrievers, etc) unless a request is made by the owner and they understand the risks of clipping a double coated breed. We will also require a double coated breed policy to be signed before the groom commences. If the policy is unsigned the groom shall be terminated with immediate effect. 

Complaints:

We take pride in our work here at Pumpkin Pooches. Should you feel a complaint must be made about a groom, if made within 24 hours after the appointment, we will ask you bring your dog back during our opening hours so we  can fix the issue if we possibly can. If it is about anything else we shall do our best to help resolve the problem to the best of our abilities.