🐾 How we assess your grooming price

At FurReal PawSitive Vibes | Olton, Solihull 🐾 

We pride ourselves on providing a calm, personalised, one-to-one grooming experience where every dog receives the individual time, patience and attention they deserve.

As a small, independent grooming studio, each appointment is reserved exclusively for your dog. Late cancellations and missed appointments can affect our business, as these spaces are often difficult to fill at short notice.

To ensure fairness for everyone, we kindly ask all customers to familiarise themselves with our booking, deposit, payment and cancellation policy before confirming an appointment.

Standard appointments – £20 deposit per dog

A £20 booking deposit is required to secure the following appointments:

• Full grooms
• Puppy grooms
• Wash and blow-dry appointments

Your deposit is deducted from the total cost of your dog's treatment.

Traditional hand stripping – 50% deposit

All traditional hand-stripping appointments require a deposit of 50% of the agreed treatment price.

Hand stripping is a specialist service requiring additional time, skill and dedicated appointment availability.

Your deposit is deducted from the final treatment price.

Please note: Appointments are confirmed once the required booking deposit has been received.

We understand that plans can change and appointments sometimes need to be cancelled.

48 hours' notice or more

Customers providing at least 48 hours' notice before their scheduled appointment can choose to:

• Receive a full refund of their booking deposit.
• Transfer their deposit towards another available appointment.

We appreciate as much notice as possible, allowing us the opportunity to offer the appointment to another customer.

Less than 48 hours' notice

Cancellations made with less than 48 hours' notice may result in a deduction from your booking deposit.

This applies to both standard £20 deposits and 50% traditional hand-stripping deposits.

Any amount retained will reflect the reasonable financial losses caused by the cancellation, taking into consideration whether the appointment can be filled and any costs saved.

If our reasonable losses are less than your deposit, the remaining balance will be refunded.

Deposits are not automatically forfeited in full. Any deductions will be fair, reasonable and proportionate to the circumstances.

We kindly ask all customers to arrive at their agreed appointment time.

If you fail to attend without notifying us, your appointment will be recorded as a no-show.

As your appointment has been reserved exclusively for your dog, we may retain an appropriate amount of your deposit to cover reasonable losses resulting from the missed appointment.

Where reasonable losses exceed the deposit paid, an additional reasonable charge may apply, subject to your statutory consumer rights.

Any deposit already retained will be deducted from that amount to ensure customers are not charged twice for the same loss.

Repeated missed appointments may result in additional booking requirements or future appointments being declined.

We understand that unexpected circumstances arise and appointments occasionally need to be rearranged.

48 hours' notice or more

Your existing deposit can be transferred to another available appointment without an additional charge.

Less than 48 hours' notice

Our late cancellation policy may apply.

Where reasonable financial losses have been incurred, a new deposit may be required to secure a replacement appointment.

We always aim to be understanding and accommodating while protecting the dedicated appointment time reserved for each dog.

We understand that illness, family emergencies and unexpected situations can happen.

If you are unable to attend your appointment, please contact us as soon as possible.

We will consider each situation individually and discuss whether a refund, deposit transfer or alternative arrangement is appropriate.

Our aim is always to approach exceptional circumstances with fairness, compassion and understanding while respecting your statutory consumer rights.

Although we make every effort to honour confirmed appointments, unforeseen circumstances may occasionally mean we need to cancel or rearrange a booking.

If FurReal PawSitive Vibes needs to cancel your appointment, you will be offered the choice of:

• A full refund of your booking deposit.
• Transferring your deposit to another mutually agreed appointment.

We will always endeavour to provide as much notice as possible and minimise any inconvenience.

Nothing in this policy affects your statutory consumer rights.

We accept:

• Cash
• Card payments
• Bank transfers

All booking deposits are deducted from the agreed treatment price.

Any outstanding balance is payable on the day of your dog's appointment.

Our pricing reflects the individual needs of each dog, including their size, breed, coat length, thickness and condition, temperament, styling requirements and the time needed to complete their treatment safely and comfortably.

We aim to explain the expected cost before grooming begins.

Should additional work become necessary, we will explain any additional charges and seek your agreement before proceeding.

For further information, please refer to our Additional Charges page.

At FurReal PawSitive Vibes, your dog's comfort, safety and wellbeing are always our priority.

We take great pride in providing a professional, caring and personalised service, treating every dog with patience, kindness and respect.

If you are unhappy with any aspect of the service provided, we kindly encourage you to contact us as soon as possible.

We welcome the opportunity to listen to your concerns, discuss the circumstances and work towards a fair and reasonable resolution.

Customer feedback is extremely important to us and helps us maintain the high standards of care our customers and their much-loved dogs deserve.

Nothing in this policy affects your statutory consumer rights.

Thank you for supporting our small, independent business in Olton, Solihull.

FurReal PawSitive Vibes 🐾

Groomed with love • Wags with pride