Terms, conditions & privacy

Pet examinations

During the grooming process, great care is taken to ensure the health of your pet. We will examine your pet for lumps, bumps and skin conditions before and during the grooming session. 4 Paws Boutique Spa is not liable for any pre-existing conditions or problems found during grooming. We will inform you of anything we find and advise you if we think a visit to your vet may be necessary. If your pet has any medical issues, please let us know so that we can take this into consideration when they visit the spa. We are happy to use medicated shampoos or apply any products your vet has prescribed. We are also happy to give tablets or administer medication prescribed by your vet. We don’t express anal glands and would advise a visit to the vets should this be necessary. We will pluck ears if needed, as long as the ear canal doesn’t look inflamed or infected in which case we would again advise a visit to your vet.

Pet Health

If your pet is unwell (e.g. vomiting, diarrhoea, kennel cough) please let us know before your visit. This is for their own comfort and the safety of our other canine clients. Please advise our staff of any change in your dog’s health or medical condition upon arrival so that we may update your pet’s file.

Our insurance

We have full Public Liability Insurance. Further details are available on request.

De-matting Fur or Hair

We will not brush out any matting which may cause pain to your pet. Matted fur or hair on your dog may result in us having to clip close to the skin. Removing a heavily matted coat increases the risk of nicks, cuts, or abrasions due to warts, moles or skin folds trapped in the mats. Heavy matting can also trap moisture near the pet’s skin allowing mould, fungus or bacteria to grow, revealing skin irritations that existed prior to the grooming process. After effects of matt removal procedures can include itchiness, skin redness, self-inflicted irritations or abrasions. Shaved pets are also prone to sunburn and should have sunscreen applied frequently or should be kept out of the sun until the hair grows sufficiently to protect the skin. It is our policy to de-mat a dog's coat only once in order to make the pet comfortable and to start re-building the coat. De-matting can be painful for your dog and unpleasant for both dog and groomer alike. After the de-matting process, you should be able to maintain the dog’s coat between grooming appointments. 4 Paws Boutique Spa reserves the right to refuse grooming if your dog becomes heavily matted again after the initial de-matting. Pets with heavy matting will have to be shaved. You agree that 4 Paws Boutique Spa will not be held responsible for any side effect this may cause. You agree to pay all costs incurred in grooming the dog, including the extra cost of de-matting whether or not we are able to complete the work.

Fleas

Please note that pets with fleas cannot be groomed. If your dog has fleas, please treat them prior to visiting the Spa. Should your pet have an infestation which is discovered after the groom has started there is a flea surcharge of £25 for dogs. (This covers the cost of bathing your dog using an insecticidal shampoo and the costs of thoroughly cleansing and disinfecting the Spa).

Cancellations / Missed Appointments

In the event of missed appointments or no shows a charge of 100% of the grooming fee will be payable. The same charge will apply if there is any reason beyond our control which prevents us from completing the groom. If you do need to cancel, please notify us during office hours (our office working hours are Monday to Friday 9.00 - 17.00). If notice of cancellation is received less than one full working day before the appointed time, 100% of the grooming fee will be payable and if notice is received between one and two full working days prior to the appointed time, 50% of the grooming fee will be payable. If an appointment is made less than one working day in advance it will not be cancellable without payment of the full grooming fee. Please call us if you need to change your booking. We will always try and fit in with you. We take a £20 deposit for each pet to secure the appointment. The deposit is non-refundable.

Our staff

Our number one priority is your pet’s welfare. We all love animals and have many years of experience in their care and wellbeing. 4 Paws Boutique Spa reserves the right to refuse to groom aggressive or difficult dogs or those with behaviour problems. You must inform us if your pet is known to be aggressive or has ever bitten anyone. We are able to handle difficult pets, but only if we are aware and prepared. If a dog is very traumatized or stressed about the grooming process, we will stop the service and recommend you speak with your vet about medication to help calm your pet so they can be groomed safely. If sedation is needed, we are happy to work alongside your vet. Please let us know ahead of time so we can co-ordinate the process. Grooming procedures can sometimes be stressful, especially for a senior pet or a pet with health problems. Grooming may expose hidden medical conditions or aggravate existing ones during or after the grooming process. Because senior pets and pets with health problems have a greater chance of injury; these pets will be groomed for cleanliness and comfort, in styles that will not add to their stress. If we need to stop the groom because the pet is too stressed or behaving too aggressively, the full grooming fee will still be payable.

Aggressive Pets

If your pet bites or injures a member of 4 Paws’ staff before, during or after their grooming appointment, you will be liable for any costs incurred by the company including any staff sick leave resulting from their injuries. Under UK law, the owner of a dog is responsible for their actions. Please let us know at the time of booking if your pet has any behavioural issues.

Helpful hints

Before you visit 4 Paws Boutique Spa, please allow your dog to go to the toilet. Although we realise accidents do happen, we like the dogs to feel relaxed in the spa.

Appointments

Please let the groomer know on arrival how you would like your dog groomed (length, style etc.). At the end of the session the groomer will hand your pet back and ask if you are happy with the groom. If you would like anything changed, please let the groomer know at the time of the groom.

Safety

Please make sure your dog’s leads, harnesses and collars are secure and fitted correctly. They need to be secure to walk the dog to and from the salon.

Recommended interval between grooming appointments

The interval between grooming appointments depends largely on how short you keep your dog’s coat and how well your dog is brushed and cared for at home. Obviously, every dog is unique and if you would like some advice on the type of brushes to use at home or any other guidance on how to avoid your dog getting matts, please call us.

Payment

We accept debit cards and all major credit cards. We no longer accept cheques or cash. We take your card details when you book, online or by phone, and a £20 non-refundable deposit per pet is taken when you send your booking request. We will not process the full payment until the groom has been completed. Your card details are stored on file securely by Adyen and Stripe, our card services providers. We have no access to sensitive financial information.

Privacy Notice

This notice explains how we look after your personal information, in line with UK data protection law (UK GDPR). It is effective from 10 November 2026. We may update it from time to time and will let clients know if we make any significant changes.

Who we are

4 Paws Mobile Spa and 4 Paws Boutique Spa are both trading names of 4 Paws Mobile Spa Ltd (company number 08261043), which is responsible for your personal information. You can contact us on 0330 100 1033 or at cranleigh@4pawsboutiquespa.com.

What we collect

We may collect and store the following information:

• Name and address of customer.
• Contact information (including phone number and email address).
• Address.
• Pet’s name, breed and age.

How we use your information

We use your information to book and carry out grooms, take payment, and send appointment reminders and other messages about your bookings. We need it to provide the service you’ve asked for.

Offers and reminders

We may also email or text you about grooming offers, rebooking reminders and news from 4 Paws Mobile Spa and 4 Paws Boutique Spa. We do this because you’re one of our clients and we’d like to keep in touch (our legitimate interests).

If you’d rather not receive these, just tell us when you book, or at any time later: reply STOP to a text, click “unsubscribe” in an email, or contact us. Opting out won’t affect your bookings or appointment reminders.

Who we share it with

We never sell your information or pass it to other companies for their marketing. We use trusted providers to run our business, and they only use your information on our behalf: MoeGo for bookings, Adyen and Stripe for payments, and Mailchimp for emails. Some of these providers are based outside the UK, and where they are, safeguards are in place to protect your data.

How we handle credit and debit card details

We do not hold or store, nor do we have access to, any credit or debit card details. Any such information is held securely by Adyen and Stripe, our payment processors.

How long we keep it

We keep your information while you’re a client, and for up to 6 years after your last appointment for our accounts and records.

Your rights

You can ask to see, correct or delete the information we hold about you, or object to marketing, at any time. Just call us on 0330 100 1033 or email cranleigh@4pawsboutiquespa.com.

If you’re unhappy with how we’ve handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk.

Cookies

Our website uses a small technical cookie set by our website host, Wix, which it needs to work. With your permission, we also use Google Analytics and Google Ads cookies. They show us how visitors find and use our website (for example, which pages are visited most) and which of our Google adverts lead to enquiries, so we can improve both. The reports are anonymous.

If you arrived from one of our Google adverts, the phone number on the page may be replaced by a Google forwarding number so we can tell which adverts lead to calls; your call still comes straight through to us.

These cookies are only set if you press “Accept” on the cookie message; if you press “Reject”, they aren’t used. You can change your choice at any time using the “Cookie settings” link at the bottom of every page.

Our online booking pages are run by MoeGo, which sets its own cookies there under its own cookie policy. We also receive anonymous Google Analytics reports from those booking pages, showing how many people start and complete a booking. Our social media pages and Google Maps have their own cookie policies too.