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Frequently asked questions
At your first appointment, each customer is asked to sign the following consent form which outlines the terms and conditions. Rachel is happy to discuss any details that you may be unsure about.
Customer Consent
The dog is fit, healthy & vaccinations are up to date. Grooming of sick or elderly dogs is done so at owner’s risk. If your dog’s health causes concern to us while in our care you agree to us seeking veterinary advice at your expense.
I agree that the groomer will not be held liable or responsible for any underlying skin or health problems that grooming may expose.
The groomer cannot be held responsible for the standard of grooming or mishaps that may occur while grooming dogs with behavioural issues.
I understand that there will be an extra charge if my pet needs extra time spent on him/her due to de-matting, health conditions or behaviour.
I understand that late cancellation will incur a cancellation charge (50% fee if 24-48 hours notice, 100% fee if 24 hours or less notice). If the van is unable to park directly outside the grooming location, 100% of the grooming fee is due.
I understand that if my dog’s coat is matted, the groomer may have to shave off their coat due to the Animal Welfare Act. If this is to occur, the pet may take a few days to adjust to their new coat and/or experience side effects. The groomer cannot be help responsible for any side effects the dematting procedure may cause. PERMISSION TO SHAVE OFF A MATTED COAT: YES / NO
I agree to my dog’s photograph being taken and used on your social media/website. Only the pet name and image will be shared. YES / NO
I agree to my contact details being stored to enable you to contact me by email, mail, telephone or text for example for emergencies, booking reminders and special offers. I understand that this can be withdrawn at any time.
Any data we hold will not be provided to any other person or business except by law.
Missed Appointments or Unable to Park
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 Rachel is unable to park outside your house or if there is any reason beyond her control which prevents her from completing the groom. If you do need to cancel, please notify Rachel by WhatsApp or SMS text message.
The size of the mobile van can be seen on the website. The van is 6 metres in length and needs to be plugged into a power supply. Rachel uses cables 10-15 metres long and it cannot plug into your extension leads. Please call if you need to change your booking. If the parking outside your address is in a paid parking zone and you are unable to provide either a residents parking permit or pre-paid parking card, the cost of any parking will be added to the cost of the groom.
Cancellations
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. A £20 deposit is taken for each pet to secure the appointment. The deposit is non-refundable.
Tell Rachel before she drives off, she won’t be offended. The aim is to always groom your dog in the way it has been discussed with you. However, there may be times when what you thought you’d asked for, doesn’t match what's delivered. The pre-groom consultation is important and Rachel keeps detailed records of how each dog is styled. Feel free to share images of the type of style you want to achieve. If the final outcome is still not what you expected, Rachel will work with you to rectify this on future grooms. Unfortunately refunds will not be possible.
In the unlikely event that Rachel is unable to complete the groom for reasons beyond her control, the full cost of the groom is payable. This can sometimes happen if your pet finds the groom too stressful and Rachel thinks that it is not in their best interests to continue. It can also happen if your pet behaves aggressively.
Data Protection
Client data will be treated in accordance with current GDPR Regulations and will not be shared with third parties.
Privacy Notice
Groom2U is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified, then you can be assured that it will only be used in accordance with this privacy notice. This notice is effective from 1st February 2024.
What We Collect
Groom 2 U may collect and store the following information:
• Name and Address of Customer.
• Contact information (including phone number and email address).
• Address where we need to groom the pet.
• Pet details including name, breed and age.
What we do with the information we gather
We require certain information to be able to provide you with a better service, and to comply with current legislation. We also use your information to send emails to you about new products, special offers or other information which we think you may find interesting as a pet owner, using the email address which you have provided. We will not provide information we hold to any third party for any purpose. By submitting your personal information you consent to us using it in accordance with this policy. If you wish to amend information we hold about you, please call Rachel on 07544 916800 or email on groom2u.ely@gmail.com.
What if I don’t want to hear from Groom 2 U 

You can of course request that we stop contacting you at any time, however, this means you would miss out on information and access to news and events. You can also request that we remove any information we hold about you.
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 GoPay, our payment processor.
Yes, Rachel is trained in how to handstrip a wiry coat. Please ask for details if you are unsure.
Handstripping is a grooming technique that removes the 'dead' hair from wire coats with a special plucking motion. Many terriers (e.g. Wire Fox Terrier, Border Terrier, Airedale, Welsh Terrier) have a wiry coat consisting of a tough top coat with a soft undercoat, designed for vermin hunting activities. Wire coats can be clipped, and this will likely change the coarse wiry nature of the coat and can impact the colour. To retain the natural coarse coat and colour, handstripping is recommended for wire coated breeds.