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Terms and Conditions

Terms and conditions 

Here at ZenPaws we are dedicated to providing a safe, comfortable, and high-quality grooming experience for your pet. Please take a moment to review our Terms and Conditions, which outline our policies and procedures. By using our services, you agree to the following terms:

  1. Anal Glands Policy
    For the health and safety of your pet, ZenPaws do not express anal glands. We recommend consulting a veterinarian for this service, as they have the medical expertise to assess and handle anal gland care properly.
  1. Pregnant or In-Heat Bitches
    To avoid any unnecessary stress or potential health risks, we do not accept pregnant or in-heat bitches for grooming. Grooming during pregnancy or heat can increase the risk of discomfort, stress, and injury, so it is best to schedule grooming services before these times.
  1. Fleas and Parasites
    We request that all pets are free of fleas and parasites before their grooming appointment. If fleas or parasites are detected, we may need to suspend the grooming session and implement a flea treatment to protect our facility and other animals. An additional fee will apply to cover the cost of disinfecting the grooming area, which will be discussed and added to your final bill.
  1. Health Conditions
    Please inform us of any health conditions or special requirements your pet has before the grooming appointment. We are happy to adapt our services as much as possible for your pet’s needs; however, we may recommend veterinary care in some cases to ensure your dog’s safety.
  1. Behavioural Concerns
    ZenPaws reserves the right to refuse or pause services for dogs exhibiting aggressive behaviours that could pose a risk to themselves or staff. We will discuss any observed behavioural issues and potential solutions to make future appointments safe and comfortable for everyone.
  1. Missed Appointments and Cancellations
    If you need to reschedule or cancel an appointment, please notify us at least 24 hours in advance. Missed appointments or last-minute cancellations will be subject to the amount of service booked. If you have booked online and/or we have your card details stored securely for your system profile, this will be charged to the card provided. If you do not have a card on record, the amount will still be payable. 

ZenPaws Complaints Policy

At ZenPaws, we are committed to providing excellent service and a positive experience for both you and your dog. We value your feedback and take all concerns seriously to ensure we continually improve our service. Our complaints policy is designed to handle issues promptly, fairly, and transparently.

  1. How to Raise a Concern
    If you have any concerns or are unsatisfied with our service, please let us know as soon as possible. You can do this in person, via email, or by phone within 48 hours of your appointment. This allows us to address any issues promptly and resolve them efficiently.
  1. Complaint Process
    Upon receiving your complaint, we will:
  1. Acknowledge your concern within 24 hours.
  2. Conduct an investigation by reviewing the grooming session records, speaking with the groomer involved, and examining any relevant information.
  3. Contact you within five working days to discuss findings, provide an explanation, and, where necessary, offer solutions.
  1. Resolution Options
    Depending on the nature of the complaint, possible resolutions may include:
  1. A follow-up grooming appointment at no extra cost.
  2. An explanation and clarification regarding grooming techniques or safety practices.
  3. Partial or full refund, in specific cases, if the issue could not be satisfactorily resolved.
  1. Confidentiality and Record Keeping
    All complaints will be handled with discretion and recorded for future reference. This helps us monitor service quality and identify any areas for improvement.
  1. Follow-up
    We may follow up with you to ensure the resolution meets your expectations. Your satisfaction is important to us, and we appreciate any additional feedback on the resolution provided.

Contact Us:
Please reach out to us with any feedback or concerns:

  • Email: hello@ZenPaws.co.uk
  • Phone: 07488451431

At ZenPaws, your satisfaction and your pet’s safety are our top priorities. Thank you for helping us maintain the quality of service we strive for