Grooming services assume a reasonable condition and temperament.

Reasonable condition refers to the general condition of the coat and skin. Please see the section below on coat condition. A healthy, well cared for dogs coat should be brushed or maintained to meet the demands of the coat type and breed. Many coat types require time, consistent effort and appropriate tools to be maintained correctly. Skin conditions will be evaluated for suitability for grooming on an individual basis with the support of your veterinary professional in severe cases.

Temperament refers to behaviour. Physical: energetic, lethargic, aggression, biting and state of health. Psychological: fear, anxiety and social conditioning.

Neglected (lack of effective brushing and maintenance) resulting in a heavily matted or felted coat.

Effective brushing (routinely brushing the entire coat with appropriate tools from the skin out) of long/double-coated and wool breeds, in particular, can only be achieved through daily or regular care. Neglecting to brush effectively for one week or more will result in mats forming in the coat. This is an essential part of the owners taking responsibility for the health of pets in their care.

Severe matting/felting can be painful to your dog during brushing.  Brushing only causes live hairs to be pulled out of the skin with excruciating pain. Even mild matting can cause your pet a great deal of pain. Matting can cut off blood supply to extremities, and deny regular air circulation in severe or prolonged cases. Skin denied fresh air and stimulation from regular brushing becomes quite unhealthy and provides optimum conditions for fungus, bacteria & parasites.  It can turn dark pink to red, and open sores are able to form emitting foul odours. Even organic matter, like grass seeds and sticky buds, can become embedded in the skin. Matted coats have been known to contain excrement of the pet and even fly larvae that further irritate the skin. Remember, sometimes these mats and their consequences can be completely hidden from view. If the coat has become felted it may appear that you are brushing to the skin but in fact you are only brushing to the compacted hair accumulating on the skin. This is a severely neglected coat.

Some severely matted pets may require the attention of a veterinarian.

Dogs are our passion, we take responsibility for their care seriously 

Your dogs need for exercise, diet and grooming change from puppyhood to old age. The approach to each of these is important and in the case of grooming needs, FCL will adapt to those changing needs. Puppies can be very high energy and old dogs limited in their ability to move and be handled. Old dogs may have other health issues to consider and visits for grooming eventually not advisable. These considerations for the individual may affect how much can be safely achieved in one grooming appointment. We will never increase the risk to your dogs’ wellbeing purely for cosmetic reasons. Limitations in this respects will be fully explained. Insistence or complaint regarding these limitations may result in FCL having to refuse grooming services. See limitations in the drop-down menu below for further details.

If your dog has a neglected heavily matted or felted coat, or any other acute condition that has yet to be assessed, please visit your veterinary practice for advice on skin condition and general health and then have the coat removed/clipped off before visiting FCL. After which we can offer advice and work with you to ensure the coat and skin are kept in optimal condition as the coat regrows. If you think your dog is unfit for grooming for any reason, please call us prior to your appointment and we will be more than happy to re-arrange.

An exception will only be considered to clip off/shave off if immediate action is required for the welfare of the animal in the case of severe matting and felting whether partial or entire and then only with consensual permission by a signed Furst Class Lounge Ltd consent form and subject to time/appointment availability. This will add considerably more to the cost of grooming and will only be considered if the dogs’ temperament is suitable to complete the procedure without causing stress, suffering and discomfort. We reserve the right to take photographs and video of neglected coats, while dogs are in our care, keep shaved off coats and to decline service at any time. If you have neglected to brush your dogs’ coat FCL will inform you of the fact in plain terms for your understanding of the situation. This is intended as educational development in recognition of the responsibilities of pet dog ownership. It is never our intention to cause offence by refusing service or giving feedback.

By signing your customer record card you agree that the groomer (Furst Class Lounge Ltd) cannot be held liable or responsible for irritation, abrasion, patchiness or hair loss due to any pre-existing skin condition or as a result of the process of grooming, de-matting, thinning or stripping or shaving. The groomer (Furst Class Lounge Ltd) can not be held responsible for veterinary costs for these or any other reason due to owners neglect in maintaining a healthy coat and skin.  If your dog attempts to bite the grooming process will be stopped and grooming up to that point will require payment. Further details in respect of your consent to groom can be found on your customer record card.

You must be at least 18 years old to register or check a dog into FCL for grooming appointments

We kindly request that you arrive at the time of your appointment and pick your pet up in a reasonable time once we have informed you that your dog/s are ready for collection.

Once 1 hour has elapsed after notification of completion has been given, or the arranged pick up time, a £10 charge per hour will be added to the final price unless previously arranged for the care and observation of your dog/s. This is to discourage pets being left with us for extended periods possibly resulting in stress and anxiety.

No Shows/Missed Appointments without 24hrs notice will incur a fee of £15.00 payable at your next appointment.

Arriving 30 minutes or more late for appointments will in most cases require re-scheduling and a missed appointment fee of £15.00 is applied.

Please ensure that you are clear in regard to any changes or adjustments to your dog’s groom at check-in, we are always happy to discuss the style and length in detail to establish your requirements.

Refunds are assessed on an individual bases and will exclude costs for completing hand-stripping, bathing, coat preparation and accommodation.

Please check that you are satisfied with the grooming of your dog before leaving the salon. 

This is so any adjustments can be made where possible before leaving us. It is our salon policy not to offer refunds for grooming where clients leave the salon having appeared pleased with our services or without first discussing any issues with regards to finish and styling, including the length of coat and style requests.

Affable requests to make adjustments regarding grooming should be reported within 48 hours of your visit so that we have the opportunity to assess and correct any issues you may have. Issues reported 7 days or more after your appointment cannot be rectified or assessed due to coat regrowth. If you have changed your mind and want the coat shorter than you requested at check-in, we can only address this at a future grooming appointment, where normal grooming charges will apply.

If we receive a complaint or feedback in a timely and affable manner we will do our utmost to rectify any issues with regard to grooming services, refunds, replacements or retail services as quickly as possible. Your complete satisfaction is always our goal.

In most cases, corrections or adjustments are easily made to groomed coats to ensure you receive the style and balance you require for your dog. We work extremely hard to ensure this is the case while working within our strict policy for the health, safety and wellbeing of your dog. This is always our priority.

Limitations due to behaviour and/or condition

Before contacting FCL to voice any complaints or issues in the respect of detail, finish or styling your dogs’ coat please consider the limitations that may affect grooming. These may be evident initially at a free consultation or may develop over time. We will endeavour to advise you on an on-going basis if we encounter issues with your dogs’ coat and skin condition or behaviour which may impact on our grooming procedures. Please refer to the ‘Pricing’ section above for further clarification and definition of condition and temperament.

Grooming is not without its inherent risks and limitations. Your dogs’ behaviour and temperament are very likely to affect the extent of what can or can’t be completed safely. Puppies, senior dogs and large/giant breeds present their own challenges as do dogs which are unacclimatised to the salon environment. In rare cases, a dog may be unsuitable for grooming for their own safety. Most of the equipment used in grooming is very sharp indeed. A dog which is over energetic or non-compliant may result in potential injury to themselves or the groomer. To limit any risks involved, or to react to any incidents which may potentially occur, all FCL groomers are Diploma qualified, expert dog handlers and trained in animal first aid procedures. Working with dogs is not always as straightforward as you may assume. We may have worked very hard to achieve the results we have, even if they do not meet your expectations. Any insistence to carry out grooming procedures which are unachievable safely or complaint regarding these limitations may result in FCL having to refuse grooming services. This includes where we cannot safely clip your dogs’ nails. For most dogs, adjustment and acclimatisation to grooming is a process undertaken at their pace. It can’t and shouldn’t be forced on an unwilling dog, this would only serve to underpin existing fear and anxiety. Procedures on unwilling dogs (to the extent of putting themselves in danger) such as nail cutting and coat removal due to matting which is absolutely necessary for the welfare of the dog, should be supervised or undertaken at a veterinary practice. Your veterinarian can then control and minimise the risks to a dog both physically and psychologically. Remember that as soon as your puppy has received his or her final inoculations, they can be introduced to grooming. See our puppy introduction section. This can help enormously in avoiding any potential fear or anxiety associated with separation and grooming procedures. Choosing a puppy from a reputable experienced breeder, appropriate training/socialisation and an early introduction to grooming and home grooming will result in a calm, well-adjusted dog which is happy in almost every situation.

The manner in which we receive any complaint under the above circumstances will determine the manner in which we respond. We hope we have your understanding in this respect. If it is probable that we do not, future grooming services will be withdrawn. This is far from being unkind, we are putting your dogs’ safety and wellbeing first and foremost and cannot be coerced into putting any dog at physical or psychological risk.

Our mission is to make a difference to the welfare of dogs while in the trusted care of professional groomers everywhere. We appreciate that you always have a choice when selecting a groomer for your dog. Our aim as a professional training centre is to increase the number of quality groomers who are available to you. Quality is caring for your dog’s entire needs, especially when no one is looking. Our mission as a grooming salon is to promote responsible dog ownership through partnerships and cooperation with our customers. We keep ourselves well informed and our customers well advised, working together to ensure your dogs’ welfare needs are fully met.

We aim to maintain a positive, honest, happy and balanced workspace. Negativity or aggression towards staff, intolerance and discrimination will be denied access to FCL

FURST CLASS LOUNGE Ltd reserve the right to amend these terms, conditions of service and pricing without prior notice.

We abide by the Animal Welfare Act 2006. Our aim is to educate the customer regarding responsible pet ownership through guidance and advice. Anal glands are checked for a healthy appearance only. It is the responsibility of your Veterinarian/Vet Nurse to inspect anal glands to ensure proper function and health. 

Please note, Dogs that are received into the salon demonstrating evidence of lack of adequate/reasonable care and attention over three appointments (giant breeds over two appointments) will no longer be accepted. This would go against our personal and professional code of practice regarding the pet owner taking reasonable steps to ensure their animals’ welfare needs are met.

For full details of our current Privacy Policy please select the link below. When signing your customer record card upon registration you agree that FCL Ltd may use this information for internal use and storage, record card or electronically on our customer database system. This information is not shared and will only be used to contact you in regard to a current or future appointment/s.

Privacy policy & cookies

Please read all these terms and conditions.

As we can accept your order or sell goods from our premises and make a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure that they contain all that you want and nothing that you are not happy with. If you are not sure about anything, just phone it’s on 01246 453545 before making your purchase.

Application

These terms and conditions will apply to the purchase of goods by you (the consumer, customer or you)

1. We are Furst Class lounge Ltd a company registered in England under company number 9000079 whose registered office is Unit 1 Foxwood Park, Foxwood Close, Chesterfield, Derbyshire, S41 9RB with email address fclgrooming@icloud.co.uk. Telephone number 01246 453545 (the supplier, retailer, us or we)
2. These are the terms and conditions on which we sell all goods to you. By ordering or purchasing any goods, you agree to be bound by these terms and conditions.

Interpretation 

3. Consumer means an individual acting for the purposes which are wholly outside his or her trade, business, craft or profession.
4. Contract means the legally binding agreement between you and us for the sale and purchase of the goods
5. Delivery Location means the suppliers premises or other location where the goods are to be supplied, as set out in the order
6. Goods mean any goods that we supply you, of the number and description as set out in the order
7. Order means the customer’s written acceptance of the supplier’s quotation.

Goods

8. The description of the goods is set out on our website, catalogues, brochures, by demonstration or other forms of advertisement. Any description is for illustrative purposes only and there may be small discrepancies in colour or size.
9. In the case of goods made to your specific requirements, it is your responsibility to ensure that any information you provide is accurate.

Basis of Sale

10. The description of the goods in our website, premises, catalogues, brochures, or other forms of an advertisement does not constitute a contractual offer to sell the goods.
11. When an order has been made we can reject it for any reason, although we will try to tell you the reason without delay.
12. A contract will be formed for the goods ordered, only upon the supply sending an email to the customer saying that the order has been accepted or if earlier, the supplier’s delivery of the goods to the customer.
13. Any quotation of valid for a maximum of 1 day from its date, unless we expressly withdraw it at an earlier time.
14. No variation of the contract, whether about description of the Goods, price or otherwise, can be made after it has been entered into unless the variation is agreed by the customer and the supplier in writing.

We intend that these terms and conditions apply only to a contract entered into by you as a consumer where we, the supplier and you the Customer, enter the contract at any of the suppliers business premises and where the contract is not a contract (i) for which any offer was made by the customer in the supplier’s and the customer’s simultaneous physical presence away from those premises, or (ii) made immediately after the customer was personally and individually addressed in the supplier’s and the customer’s simultaneous physical presence away from those premises. If this is not the case, you must tell us, so that we can provide you with a different contract with terms that are more appropriate to you and which might, in some way, be better for you, eg by giving cancellation rights pursuant to consumer Protection Law. 

15. Business premises means immovable retail premises where we carry on business on a permanent basis or, in the case of movable retail premises, on a usual basis.

Price and Payment 

16. The price of goods and additional delivery or other charges for the goods, and the total price of them and the charges, is that set out in our price list current at the date we accepted the Order or such other price as we may agree in writing.
17. Prices and charges include VAT at the rate applicable at the time of the order.
18. Payment for goods must be made in advance of delivery. You must pay in cash or by submitting your credit or debit card details with your order and we may take payment immediately or otherwise before delivery of the goods.

Delivery

19. We will deliver the goods to the delivery location by the time or within the period agreed, or failing any agreement, without undue delay and, in any event, not more than 30 days after the day on which the contract is entered into.
20. In any case, regardless of events beyond our control, if we do not deliver the goods on time, you can (in addition to other remedies) treat the Contract at an end if;
21. We have refused to deliver the goods, or if delivered on time is essential taking into account all the relevant circumstances at the time of the contract was made, or if you told us before the Contract was made that delivery on time was essential; or

After we have failed to deliver on time, you have specified a later period which is appropriate to the circumstances and we have not delivered within that period.

 If you treat the Contract at an end, we will (in addition to other remedies) promptly return the payment made under that contract.

22. If you were entitled to treat the Contract at an end but do not do so, you are not prevented from cancelling the order for any goods or rejecting goods that have been delivered and, if you do this, we will (in addition to other remedies) without delay return all payments made under the contract for any such cancellation or rejected gods. If the goods have been delivered, you must return them or allow us to collect them from you and we will pay the cost of this.

22. If any goods form a commercial unit (a unit is a commercial unit if a division of the unit would materially impair the value of the goods or the character of the unit) you cannot cancel or reject the order for some of those goods without also cancelling or rejecting the order for the rest of them.

24. We do not generally deliver to addresses outside of England and Wales, Scotland, Northern Ireland, the Isle of Man and the Channel Islands. If, however, we accept an Order for delivery outside that area, you may need to pay import duties or other taxes, as we will not pay them.

25. You agree that we may deliver the goods in instalments if we suffer a shortage of stock or other genuine or fair reason, subject to the above provisions and provided you are not liable for extra charges.

26. If you or your nominee fail, through no fault of ours, to take delivery of the goods at the delivery location, we may charge the reasonable cost of storing and redelivering them.

27. The goods will become your responsibility from the completion of delivery or Customer collection. You must, if reasonably practicable, examine the Goods before accepting them.

Risk and Title

28. The rise of damage to, or loss, the goods will pass to you when the goods are delivered to you.
29. You do not own the goods until we have received payment in full. If full payment is overdue or a step occurs towards your bankruptcy, we can choose, by notice to cancel any delivery and end any right to use the Goods still owned by you, in which case you must return them or allow us to collect them.

Withdrawal 

30. You can withdraw the Order by telling us before the contract is made if you simply wish to change your mind and without giving us a reason, and without our incurring any liability.

Conformity and Guarantee

31. We have legal duty to supply the Goods in conformity with the contract, and will not have conformed if it does not meet the following obligation.
32. Upon delivery, the goods will;

1. Be of satisfactory quality

2. Be reasonably fit for any particular purpose for which you buy the goods which, before the contract is made, you made known us (unless you did not actually rely on, or it is unreasonable for you to rely upon our skill and judgement) and be fit for any purpose held out by us or set out in the contract; and
3. Conform to their description 

33. It is not a failure to conform if the failure has its origin in the materials
34. We will provide the following after-sales service: If the goods do not conform to the original description, within reason with paragraph 8, we may offer a refund, replace the goods or a partial refund. The goods must be returned or allow us to retrieve them before refund or replacement, in a reasonable time (five working days from receipt of Goods)

Circumstances beyond the control of either party

35. In the event of any failure by a party because of something beyond its reasonable control:
36. The party will advise the other party as soon as reasonably practicable; and

2. The party’s obligations will be suspended so far as is reasonable. Provided that the party will act reasonably, and the-arty will not be liable for any failure which it could not reasonably avoid, but this will not affect the customers above rights relating to delivery.

Privacy

36. Your privacy is crucial to us. We respect your privacy and comply with the General Data Protection Regulations with regard to your personal information.
37. These Terms and  Conditions should be read alongside, and are in addition to our policies, inducing our Privacy Policy and Cookies Policy which can be found on our website under Contact Us.
38. For the purposes of these Terms and Conditions:

1. ‘Data Protection Laws’ means any applicable law relating to the processing of Personal Data, including, but now limited to GDPR.

2. ‘GDPR’ means the UK General Data Protection Regulations.

3. ‘Data Controller’, ‘Personal Data’ and ‘Processing’ shall have the same meaning as in the GDPR.

39. We are a Data Controller of the Personal Data we Process in providing the goods to you.

40. Where you supply Personal Data to us we can provide goods to you, and we process that Personal Data in the course of providing the goods to you, we will comply with our obligations imposed by the Data Protection Law.

1. Before or at the time of collecting Personal Data, we will identify the purpose for which information is being collected;

2. We will only process Personal Data for the purposes of identifying;

3. We will respect your rights in relation to your Personal Data; and

4. We will implement technical and organisational measures to ensure your Personal Data is secure.

Excluding liability 

The supplier does not exclude liability for: (i) any fraudulent act or omission; or (ii) the death or personal injury caused by negligence or breach of the supplier’s other legal obligations. Subject to this, the supplier is not liable for (i) loss which was not reasonably forceable to both parties at the time when the contract was made, or (ii) loss (gloss of profit) to the customer’s business, trade, craft, or profession which would not be suffered by a consumer because the supplier believes the customer is not buying the Goods wholly or mainly for its business, trade, craft or profession.

Governing law, jurisdiction and complaints

41. The contract (including any non-contractual matters) is governed by the law of England and Wales.
42. We try to avoid any dispute, so we deal with complaints as follows:

We aim to respond with an appropriate solution within five working days.

Nail Trimming/Cutting

We will take all reasonable steps to ensure safe trimming or cutting of nails. Occasionally, nails may bleed following cutting. This may occur due to long or overgrown nails, lack of adequate walking on hard surfaces (which wears down the nails naturally) thereby stimulating the blood vessel and nerve inside the nail to recceed, difficulty in establishing the point where the blood vessel grows to inside black nails or behaviour. In the event that accidental damage does cause bleeding, we may use blood stopping preparations or powders. These may cause staining, especially when wet.

In any case, The Groomer, Furst Class lounge cannot be held responsible for any damage to personal effects, including soft furnishings, clothing, car seats and carpets due to the application of blood clotting powders used in the treatments of bleeding caused by nail trimming or cutting.