1. About us and how to contact us

1.1 This website, petparlour.ie (the “Site”), is operated by Ealu Retail Limited, trading as The Pet Parlour (“we“, “us“, “our“, or “The Pet Parlour“).

1.2 Our details are:

1.3 Contacting us. If you need to contact us for any reason, including to cancel an order, report a problem or make a complaint, please email info@petparlour.ie or telephone the numbers above during opening hours. If we need to contact you, we will do so by telephone or by writing to the email or postal address you gave us when placing your order.

1.4 Writing includes email. When we use the words “writing” or “written” in these terms, this includes email.

2. These terms

2.1 What these terms cover. These are the terms and conditions on which we supply products to you, whether those products are goods ordered through the Site, ordered by telephone, or purchased in our shop.

2.2 Why you should read them. Please read these terms carefully before you submit your order. They tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information.

2.3 Your statutory rights. Nothing in these terms affects your legal rights as a consumer under Irish law, including the Consumer Rights Act 2022. Where any term in this document conflicts with a right you have by law, your legal right prevails.

2.4 Consumers and businesses. These terms are written primarily for consumers. If you are buying products for the purposes of a trade, business, craft or profession, clause 18 (Business customers) applies to you and certain consumer protections in these terms do not.

2.5 Age. You must be at least 18 years of age to place an order with us.

2.6 Changes to these terms. We may amend these terms from time to time. The version in force at the moment you place an order is the version that governs the contract between us. We recommend that you save or print a copy of these terms when you order.

3. Our products

3.1 Descriptions and images. We take care to describe our products accurately. However, the images of products on the Site are for illustration only. Packaging, labelling, recipe formulations and product appearance are determined by the manufacturer and may change without notice to us. Your product may vary slightly from the images shown.

3.2 Manufacturer changes. Manufacturers occasionally reformulate recipes or alter pack sizes. Where a change is material, we will tell you before dispatch and you may cancel the affected item.

3.3 Feeding guidance is not veterinary advice. We are a specialist pet retailer, not a veterinary practice. Any nutritional guidance, feeding recommendation, transition advice or product suggestion we give — in the shop, by telephone, by email or on the Site — is general information offered in good faith and based on our experience of the products we sell. It is not veterinary diagnosis, treatment or professional advice, and it is not a substitute for consulting a registered veterinary practitioner. You are responsible for deciding what is appropriate for your animal. If your animal is unwell, pregnant, immunocompromised, very young, very old, or has a diagnosed condition, please consult your vet before changing its diet.

3.4 Raw and frozen feeding. Raw and frozen pet food carries inherent hygiene risks to both animals and humans, including from bacteria such as Salmonella, Listeria and Campylobacter. You are responsible for following the manufacturer’s storage, defrosting, handling and hygiene instructions, for keeping raw food separate from human food, and for maintaining appropriate kitchen hygiene. We are not liable for illness or loss arising from failure to follow those instructions.

3.5 Allergies and intolerances. Full ingredient and analytical constituent information is printed on the manufacturer’s packaging. If your animal has a known allergy or intolerance, please check the pack on arrival and contact us before feeding if anything is unclear.

3.6 Product recalls. If a manufacturer issues a recall or safety notice affecting a product you have bought from us, we will contact you using the details on your order where we hold them, and we will deal with the matter in accordance with the manufacturer’s instructions and your legal rights.

4. Your order and how the contract is formed

4.1 Placing an order. Our order process allows you to check and amend any errors before submitting your order. Please check your order carefully before confirming it.

4.2 Acknowledgement is not acceptance. After you place an order you will receive an email acknowledging that we have received it. That acknowledgement does not mean your order has been accepted.

4.3 Acceptance. Our acceptance of your order takes place when we email you to confirm that the order has been accepted and is being prepared for dispatch or collection, at which point a contract comes into existence between you and us.

4.4 If we cannot accept your order. If we are unable to accept your order we will inform you in writing and will not charge you, or will refund any sum already paid. This may be because a product is out of stock, because we have identified an error in the price or description, because we are unable to meet a delivery deadline you have specified, or because delivery to your address is not something we can complete safely.

4.5 Order number. We will assign an order number to your order and tell you what it is. Please quote it whenever you contact us about that order.

4.6 Availability and substitution. Stock levels shown on the Site are indicative. If an item is unavailable after your order is accepted, we will contact you and offer a substitute of equivalent or better specification, a refund of that item, or cancellation of the whole order. We will not substitute any item without your agreement.

5. Price and payment

5.1 Where prices are shown. The price of a product is the price stated on the Site (or on the shelf or ticket in-store) at the time you place your order. Prices shown to consumers include VAT at the applicable rate where VAT is chargeable.

5.2 Changes in VAT. If the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay unless you have already paid in full before the change takes effect.

5.3 Obvious pricing errors. It is always possible that, despite our best efforts, some products may be incorrectly priced. If the correct price at your order date is higher than the price stated on the Site, we will contact you for your instructions before accepting the order. If the pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund any sums you have paid, and require the return of any goods provided to you.

5.4 Delivery charges. Delivery charges are set out in clause 6 and are shown separately at checkout before you confirm your order.

5.5 Woolcool deposit. Orders containing frozen goods attract a refundable Woolcool deposit, described in clause 8. This deposit is shown separately in your basket and does not count towards the free delivery threshold.

5.6 When and how you pay. We accept [LIST ACCEPTED PAYMENT METHODS — e.g. Visa, Mastercard, debit card, Apple Pay, Google Pay, PayPal]. Payment is taken at the time you place your order. We do not store your full card details; payments are processed by our payment provider [PAYMENT PROVIDER NAME] in accordance with their security standards.

5.7 Failed payments. If your payment is declined or subsequently reversed, we may cancel the order or withhold delivery until payment clears.

6. Delivery

6.1 Where we deliver. We deliver throughout the island of Ireland, including Northern Ireland.

6.2 Delivery charges.

• Orders of €49 or more: free delivery.
• Orders under €49: €8.

The €5 Woolcool deposit is excluded when calculating whether your order reaches the €49 threshold.

6.3 Who delivers. Within Dublin, we use our own drivers where possible, and DPD where our own drivers are unavailable. Outside Dublin, all orders are delivered by DPD.

6.4 Dispatch and delivery timescales.

6.5 Timescales are estimates. Delivery times are estimates given in good faith. They are not guaranteed and are not of the essence of the contract, save where we have expressly agreed a specific delivery date with you in writing. We are not responsible for delays outside our control; clause 15 applies.

6.6 Delivery is complete when the products are delivered to the address you gave us and are unloaded at that address, or when they are left at a safe place you have nominated under clause 6.8.

6.7 If you are not at home. If nobody is available at your address to take delivery:

(a) our driver or the courier will attempt to leave the goods in a safe, accessible place at the property; or

(b) if there is no such place, the goods will be returned to the depot and a re-delivery arranged. Additional charges may apply to re-delivery, and we will tell you what they are before re-dispatching.

6.8 Nominated safe place and frozen goods. If you instruct us or the courier to leave your order in a nominated safe place, in a porch, with a neighbour, or otherwise unattended, delivery is completed at the moment the goods are left there and risk passes to you at that point. This matters particularly for frozen and chilled goods: once the goods have been left as instructed, we are not responsible for deterioration, defrosting or spoilage caused by the goods being left out, nor for loss or theft. If you cannot be present, please give clear, specific delivery instructions at checkout.

6.9 Access. You are responsible for ensuring safe and lawful access to the delivery address. If delivery cannot be made because of restricted access, an incorrect address, or an inaccessible property, we may charge you the reasonable costs we incur.

6.10 If you do not accept delivery. If, after a failed delivery, you do not re-arrange delivery or collect the goods from the depot, we will contact you for instructions. If we are unable to contact you or to re-arrange delivery within a reasonable period, we may end the contract, and clause 12.2 will apply. In the case of perishable, chilled or frozen goods that have been rendered unfit for sale by the failed delivery, no refund will be due for those goods where the failure was your fault.

6.11 Collection from the shop. If you have chosen to collect your order, you may collect it from 88 Terenure Road North, Dublin 6W during our opening hours from the time we notify you that it is ready. Please bring your order number and, where practicable, photographic identification.

6.12 International delivery. We do not deliver outside the island of Ireland.

7. Risk, title and inspection

7.1 Risk. The products are your responsibility from the time delivery is completed under clause 6.6 or 6.8, or from the time you collect them from the shop.

7.2 Ownership. You own the products once we have received payment in full.

7.3 Inspection on arrival. Please inspect your order promptly on arrival, and in the case of chilled and frozen goods immediately, and transfer frozen goods to a freezer without delay. If anything is damaged, missing, incorrect or has arrived in an unsatisfactory condition, please contact us within [24 hours for chilled and frozen goods / 3 working days for ambient goods] by email to info@petparlour.ie with your order number and, where possible, photographs. Prompt notice helps us resolve matters quickly and to raise a claim with our courier; it does not limit your legal rights.

8. Woolcool insulated packaging and the refundable deposit

8.1 Why we use Woolcool. We transport frozen goods in Woolcool thermal insulated liners made from sheep’s wool. They are compostable, biodegradable, reusable and a sustainable replacement for polystyrene.

8.2 The deposit. A refundable deposit of €5 per 24kg of frozen goods is added to your basket when you order frozen food for delivery. Each deposit covers a set of two liners. The deposit is not a charge for the packaging and is refunded in full when the liners are returned to us in accordance with this clause.

8.3 Returning your liners. Please retain your liners. When you have received your third frozen order — that is, three sets, six liners in total — fold the liners, place them into one of the cardboard boxes we sent you, tape the box closed, and email us to arrange free collection:

• To: info@petparlour.ie
• Subject: Woolcool Returns
• Body: your name, address, Eircode, telephone number, and any additional information that will help the driver locate the package.

8.4 Collection. If you cannot be present for the collection, please leave the box somewhere accessible to the driver and give us the exact location in your Woolcool Returns email. We are not responsible for packages that cannot be located at the address given, or that are lost or damaged before collection.

8.5 Refund of the deposit. Once we receive the three sets of liners, we will refund the deposits in full to the payment method or account used for the original orders. Refunds are normally processed within [NUMBER] working days of receipt.

8.6 Condition. Liners must be returned in a reusable condition — dry, intact and free from contamination. Deposits are not refundable in respect of liners that have been punctured, soiled, saturated or otherwise rendered unfit for reuse, or that are not returned.

8.7 No obligation to return. You are not obliged to return the liners. If you choose to keep or compost them, the deposit is simply not refunded.

9. Your right to cancel a distance order (cooling-off period)

9.1 Your right. If you are a consumer and you have ordered from us online or by telephone, you have a legal right to cancel the contract within 14 days without giving a reason. This right arises under the Consumer Rights Act 2022 and is in addition to the returns policy described in clause 10.

9.2 When the period runs. The 14-day period ends 14 days after the day on which you, or a person you nominate other than the carrier, acquires physical possession of the goods. Where an order is delivered in several instalments, the period ends 14 days after you receive the last item.

9.3 How to cancel. Tell us clearly that you wish to cancel before the 14 days expire. Email info@petparlour.ie with your name, address, order number and telephone number, or telephone us on (01) 492 4566. You may use the model cancellation form in Schedule 1, but you do not have to.

9.4 Products this right does not apply to. By law, the 14-day cancellation right does not apply to:

(a) goods that are liable to deteriorate or expire rapidly — this includes all chilled, frozen, raw and fresh pet food;

(b) sealed goods which are not suitable for return for reasons of health protection or hygiene, if they have been unsealed after delivery;

(c) goods which, after delivery, are inseparably mixed with other items;

(d) goods made to your specification or clearly personalised.

This does not affect your rights if the goods are faulty, damaged, mis-described or otherwise not as they should be — see clause 11.

9.5 Returning the goods. If you cancel, you must send the goods back to us, or make them available for collection, without undue delay and in any event within 14 days of telling us that you wish to cancel. Goods must be returned unused, in their original and undamaged packaging, and in a condition that allows resale.

9.6 Cost of return. Unless the goods are faulty or mis-described, you are responsible for the cost of returning them. If you ask us to arrange collection, we will deduct our reasonable collection cost from your refund and we will tell you what that cost is before we collect.

9.7 Refunds. We will refund the price you paid for the goods, together with the standard delivery cost you paid on the original order (we are not obliged to refund any supplement you paid for an express or non-standard delivery option). We will make the refund using the same means of payment you used, within 14 days of receiving the goods back or of receiving evidence that you have sent them, whichever is earlier. Where we have not offered to collect the goods, we may withhold the refund until we receive them.

9.8 Diminished value. We may reduce your refund to reflect any reduction in the value of the goods caused by your handling them beyond what is necessary to establish their nature, characteristics and functioning.

10. Our returns policy (goods you have simply changed your mind about)

10.1 21 days. In addition to your statutory cancellation right, we will accept the return of unwanted items within 21 days of purchase, provided they are unopened, unused, undamaged, in their original packaging and in a resaleable condition.

10.2 How to start a return. Email info@petparlour.ie with your name, telephone number and order number, telling us what you wish to return and why. We will confirm the return address or arrange a collection.

10.3 Refund. Once we have received the goods and confirmed they are in the required condition, we will refund the purchase price to your original payment method, less the cost of collection where we have arranged it.

10.4 Items we cannot accept back under this policy. Chilled, frozen, raw and fresh food; opened food and treats; opened or used hygiene, grooming, health and worming products; opened bedding; and any item where the seal has been broken, cannot be returned under this policy unless faulty.

10.5 If the goods are defective. Where goods are defective, damaged in transit, or not as described, we will cover the full cost of collection and refund you in full. Clause 11 sets out your rights in that situation.

10.6 In-store purchases. Goods bought in the shop may be returned under this same 21-day policy on production of proof of purchase, subject to the same condition requirements and exclusions. The 14-day cooling-off right in clause 9 does not apply to in-store purchases, because it applies only to distance and off-premises contracts.

11. If there is a problem with the products

11.1 Your legal rights. Under the Consumer Rights Act 2022, products we supply must be as described, fit for purpose and of satisfactory quality. If they are not, you have rights and remedies which we summarise below. This summary does not limit your rights.

11.2 The 30-day right to reject. If the goods do not conform to the contract, you may reject them and obtain a full refund at any time within 30 days of delivery.

11.3 Repair, replacement, price reduction or refund. After the first 30 days, you may require us to repair or replace the goods. If repair or replacement is impossible, disproportionate, not carried out within a reasonable time, or causes you significant inconvenience, you may claim a price reduction or end the contract and obtain a refund.

11.4 Burden of proof. Where a defect appears within 12 months of delivery, it is presumed to have existed at the time of delivery unless we can show otherwise.

11.5 Time limits. Your statutory rights in respect of defective goods may be exercised within the periods provided by law; you do not lose them simply because a guarantee or warranty period has expired.

11.6 How to tell us. Email info@petparlour.ie or telephone (01) 492 4566 with your order number, a description of the problem and, where possible, photographs. Please keep the goods and their packaging until the matter is resolved. We will not ask you to pay the cost of returning goods that are faulty or mis-described.

11.7 Manufacturer guarantees. Some products come with a manufacturer’s guarantee. That guarantee is in addition to, and does not replace, your rights against us.

12. Ending the contract

12.1 Your right to end for a reason. You may end the contract immediately and receive a full refund if we have told you about a material error in the price or description of the product you have ordered and you do not wish to proceed; if there is a risk that supply may be significantly delayed because of events outside our control; if we have suspended supply for more than [NUMBER] weeks; or if you have a legal right to end the contract because of something we have done wrong.

12.2 Our right to end the contract. We may end the contract at any time by writing to you if you do not make payment when it is due and you still do not make payment within 14 days of us reminding you; if you do not, within a reasonable time of us asking, provide information necessary for us to supply the products; or if you do not, within a reasonable time, allow us to deliver the products or collect them from us. In those circumstances we may deduct or charge you reasonable compensation for the net costs we incur as a result.

13. Your account

13.1 If you create an account on the Site, you are responsible for keeping your login details confidential and for all activity that occurs under your account.

13.2 If you believe your account has been accessed without your authority, tell us immediately at info@petparlour.ie.

13.3 We may suspend or close an account where we reasonably believe it has been used fraudulently, to abuse a promotion, or in breach of these terms.

14. Promotions, discount codes and loyalty offers

14.1 Discount codes and promotional offers are subject to the specific terms published with them, may be withdrawn at any time, and may not be combined with other offers unless we say so.

14.2 One discount code may be used per order unless stated otherwise. Codes have no cash value and cannot be exchanged for cash or credit.

14.3 We may cancel an order and void a discount where we reasonably believe a code has been obtained or used improperly.

15. Events outside our control

15.1 We are not liable for any failure or delay in performing our obligations where that failure or delay results from an event beyond our reasonable control, including severe weather, flood, fire, strike or industrial action, failure of transport or courier networks, epidemic or pandemic, act of terrorism, war, civil unrest, failure of public or private telecommunications networks, interruption of supply from manufacturers, or the act or omission of any government or public authority.

15.2 If such an event occurs, we will contact you as soon as reasonably possible and the time for performance will be extended for the duration of the event. If the delay is substantial, you may contact us to end the contract and receive a refund for any products paid for but not received.

16. Our liability to you

16.1 What we do not exclude. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; for defective products under the legislation implementing the EU product liability regime; or for any other liability that cannot be limited or excluded by law, including your statutory rights as a consumer in relation to the products we supply.

16.2 What we are responsible for. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or of our failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if at the time the contract was made both you and we knew it might happen.

16.3 What we are not responsible for. We are not responsible for loss or damage that was not foreseeable; for loss arising from your failure to follow manufacturer storage, handling, defrosting, hygiene or feeding instructions; for the deterioration of chilled or frozen goods after delivery has been completed under clause 6.8; for any consequence of feeding a product that is unsuitable for your animal where that unsuitability was not caused by a defect in the product; or for any veterinary costs arising from a change of diet undertaken without veterinary advice where such advice was appropriate.

16.4 Business losses. We supply the products for domestic and private use. If you use the products for any commercial, business or resale purpose, we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

17. Use of the Site

17.1 Intellectual property. All content on the Site — including text, graphics, photographs, logos, the “The Pet Parlour” name and marks, page layout and code — is owned by us or our licensors and is protected by copyright and other intellectual property rights. Manufacturer names, brands and product imagery remain the property of their respective owners.

17.2 Permitted use. You may view, download and print pages from the Site for your own personal use. You may not reproduce, republish, sell, systematically extract, or use our content for any commercial purpose without our prior written permission.

17.3 Acceptable use. You must not use the Site in any way that is unlawful or fraudulent, that interferes with its operation or security, that introduces malicious code, or that harvests data from it by automated means without our consent.

17.4 Reviews and submissions. If you submit a review, comment or other content, you confirm it is your own, is accurate and is not unlawful, defamatory, offensive or in breach of anyone’s rights. You grant us a non-exclusive, royalty-free licence to use, reproduce and display that content in connection with our business. We may remove any submission at our discretion.

17.5 Availability. We do not guarantee that the Site will always be available or uninterrupted. We may suspend, withdraw or restrict all or part of the Site for business or operational reasons.

17.6 Third-party links. Where the Site links to third-party websites, those links are provided for information only. We have no control over, and accept no responsibility for, the content of those sites.

18. Business customers

18.1 If you are buying products wholly or mainly for the purposes of a trade, business, craft or profession, you are not a consumer and the following applies: clauses 9 and 10 (cancellation and returns) do not apply to you; our total liability to you in respect of any order is limited to the price paid for that order; and all warranties, conditions and other terms implied by statute or common law are excluded to the fullest extent permitted by law.

18.2 These terms constitute the entire agreement between us in relation to business sales and supersede any prior arrangement, understanding or representation.

19. Data protection

19.1 We only use your personal data as set out in our [Privacy Policy — LINK], which explains what information we collect, how we use it, how long we keep it, and the rights you have under the General Data Protection Regulation and the Data Protection Act 2018.

19.2 Our use of cookies and similar technologies is explained in our [Cookie Policy — LINK].

19.3 You may contact us at info@petparlour.ie about any data protection query, and you have the right to lodge a complaint with the Data Protection Commission (dataprotection.ie).

20. Complaints and dispute resolution

20.1 Talk to us first. If something has gone wrong, please contact us at info@petparlour.ie or on (01) 492 4566. We aim to acknowledge complaints within [NUMBER] working days and to resolve them within [NUMBER] working days.

20.2 Consumer advice. If we cannot resolve matters between us, you may seek information and assistance from the Competition and Consumer Protection Commission (ccpc.ie). If your purchase involves a trader in another EU or EEA state, the European Consumer Centre Ireland (eccireland.ie) can assist.

20.3 Alternative dispute resolution. [We are not currently a member of an alternative dispute resolution scheme. / We are a member of the following ADR scheme: NAME AND CONTACT DETAILS.] Please note that the European Commission’s Online Dispute Resolution platform ceased operating on 20 July 2025 and is no longer available.

20.4 Nothing lost. Using any of the above routes does not affect your right to take legal proceedings.

21. Other important terms

21.1 Trading name. “The Pet Parlour” is a trading name of Ealu Retail Limited. Your contract of sale is with Ealu Retail Limited.

21.2 Transfer. We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens and will ensure that the transfer does not affect your rights. You may only transfer your rights or obligations under these terms to another person with our written agreement.

21.3 No third-party rights. This contract is between you and us. No other person has any right to enforce any of its terms.

21.4 Severability. Each clause operates separately. If any court or relevant authority decides that any clause is unlawful or unenforceable, the remaining clauses remain in full force and effect.

21.5 No waiver. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking the contract, that does not mean you do not have to do those things or prevent us from taking steps against you later.

21.6 Governing law and jurisdiction. These terms and any contract formed under them are governed by the laws of Ireland. If you are a consumer, you may bring proceedings in the courts of Ireland or in the courts of the EU member state in which you are domiciled, and proceedings may be brought against you only in the courts of the member state in which you are domiciled. If you are a business customer, the courts of Ireland have exclusive jurisdiction.

Schedule 1 — Model cancellation form

Complete and return this form only if you wish to withdraw from the contract. You are not required to use it.

To: The Pet Parlour, 88 Terenure Road North, Terenure, Dublin 6W, D6W RW02, Ireland — info@petparlour.ie

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

• Description of goods: ______
• Order number: ______
• Ordered on / received on: ______
• Name of consumer: ______
• Address of consumer: ______
• Signature (only if this form is notified on paper): ______
• Date: ______

Schedule 2 — In-store purchases and click and collect

[Retain this schedule if you sell in-store and offer collection; delete it if not.]

S2.1 Goods bought in our shop at 88 Terenure Road North are sold subject to clauses 3, 5, 7, 10.6, 11, 16, 19, 20 and 21 of these terms.

S2.2 The 14-day cooling-off right in clause 9 does not apply to purchases made in the shop, as that right applies only to distance and off-premises contracts. Our 21-day returns policy in clause 10 does apply.

S2.3 Click and collect orders must be collected within [NUMBER] days of our notification that they are ready. Where an order includes chilled or frozen goods, it must be collected on the day notified. Orders not collected within that period may be cancelled and refunded, save that no refund is due for perishable goods that have been rendered unfit for sale.

S2.4 Proof of purchase is required for all in-store returns and exchanges.

Schedule 3 — Grooming and other services

[Retain this schedule only if you provide grooming or other animal-handling services; delete it in full if you do not.]

S3.1 Booking and deposits. Appointments are confirmed on payment of a deposit of [AMOUNT], which is applied against the final price.

S3.2 Cancellation. You may cancel or reschedule an appointment without charge by giving at least [NUMBER] hours’ notice. Cancellations with less notice, and failures to attend, forfeit the deposit.

S3.3 Health declaration. You must tell us before the appointment of any medical condition, allergy, injury, infestation, recent surgery, behavioural issue or history of aggression affecting your animal. Animals must be up to date with vaccinations, and we may ask for proof.

S3.4 Fit to be groomed. We may decline to groom, or may stop mid-groom, where we reasonably believe that continuing would distress or endanger the animal, our staff or others. Where we stop for such a reason, a charge for work already carried out will be payable.

S3.5 Matting. Severely matted coats cannot be brushed out humanely. Where a coat is matted, the only safe option is to clip short. Clipping matted coats carries an unavoidable risk of nicks, irritation, haematoma and revealing pre-existing skin conditions. By presenting a matted animal you accept this risk. An additional de-matting charge of [AMOUNT] may apply.

S3.6 Veterinary care. If your animal becomes unwell or is injured while in our care and you cannot be contacted, you authorise us to seek veterinary attention at your cost.

S3.7 Collection. Animals must be collected within [NUMBER] minutes of our notifying you that they are ready. A late collection charge of [AMOUNT] per [PERIOD] may apply.

S3.8 Liability. We will take reasonable care of your animal. Our liability for services is subject to clause 16.

These terms were last updated on 14 August 2026 and take effect from that date.