Terms & Conditions

Last updated: January 2025

These terms apply to all grooming services provided by Groom and Fluff at 44 Avenue de St Médard, 33700 Mérignac, France. By booking an appointment, you agree to these terms.

1. Appointments

All appointments must be booked in advance. We do not accept walk-in clients. Appointments are confirmed by phone or email. An appointment is confirmed only when we have explicitly confirmed it to you.

Please arrive at your scheduled time. Late arrivals may result in a shorter session or rescheduling, at our discretion, if we have other appointments following yours.

2. Cancellations

We require at least 24 hours notice for cancellations or rescheduling. Cancellations made with less than 24 hours notice may be subject to a cancellation fee of up to 50% of the scheduled service price. This reflects the difficulty of filling last-minute slots in a small salon.

We understand that emergencies happen. If you need to cancel at short notice due to a genuine emergency, contact us as soon as possible and we will consider the circumstances.

3. Health and vaccination

Your pet must be in reasonable health to receive grooming services. Please do not bring a pet who is unwell, showing signs of contagious illness, or has open wounds or sores that could be aggravated by grooming.

We ask that dogs are vaccinated (or have a valid exemption certificate from a vet) before their first appointment. This protects all animals that visit the salon.

By bringing your pet, you confirm that to your knowledge they are in good enough health to receive grooming.

4. Difficult or matted coats

We will advise you on the best approach for heavily matted coats before beginning work. In some cases, the kindest option is to clip short rather than brush out — attempting to de-mat a severely matted coat is painful for the animal. We will always explain our recommendation and seek your agreement before proceeding.

Additional time or complexity due to coat condition may affect the final price. We will inform you if this is the case.

5. Anxious or difficult animals

We have experience working with anxious animals and use calm, patient handling techniques. However, we reserve the right to stop a session if an animal is in significant distress or if continuing would pose a risk to the animal or to our staff. In such cases, we will contact you to collect your pet, and you will be charged for the time and services already provided.

We do not sedate animals. Sedation for grooming must be arranged through your veterinarian.

6. Liability

We take all reasonable precautions to ensure the safety and wellbeing of animals in our care. However, Groom and Fluff cannot accept liability for pre-existing health conditions that become apparent during grooming, or for issues that could not reasonably have been foreseen.

If we notice anything during grooming that may indicate a health concern, we will inform you and suggest you follow up with your veterinarian. This does not constitute a diagnosis.

7. Prices

Prices shown on our website are starting prices. The final price depends on your pet's size, coat condition and any additional services. We will confirm the price when you book and may adjust it if the actual condition of the coat requires significantly more time than anticipated. We will inform you of any price adjustment before proceeding with additional work.

8. Payment

Payment is due on collection of your pet. We accept cash and card. We do not store payment card details.

9. Photography

We may take photos of animals in the salon for our own records and, with your permission, for use in our gallery or communications. You may opt out of photography by informing us when you book.

10. Governing law

These terms are governed by French law. Any disputes will be subject to the jurisdiction of the courts of Bordeaux, France.

11. Contact

For questions about these terms, contact us at [email protected] or +33 5 56 47 23 54.