POLICIES & PROCEDURE

Policies & Procedures

 

 

Our philosophy at Duke & Duchess is to offer a stress free grooming experience for your pet.

We pay special attention to all dogs especially puppies, older dogs and dogs with health issues. Your dog’s safety and comfort are our first priority. We will not perform any grooming procedure that causes pain or a level of stress that we think is excessive. This includes nail trimming in some situations. Senior dogs and puppies will be groomed for cleanliness and comfort.

Clients’s are advised to inform us of any medical, physical, emotional issues, allergies, sensitivities or pre-existing conditions.

 

Safety at all times

The safety of your pet and our employees are take very seriously. This is our number one priority.

For this reason, we do not allow ANYONE to stay in the grooming area. Having a stranger in the grooming area can be very stressful for some pets, and others may get very excited, We are against risking their safety while on the table or in the tub. We work with sharp tools, so when a dog being groomed it can get overly excited by a client walking past their table, we run the risk of that dog being injured. Grooming is a very controlled environment to ensure the safety of all pets in our facility.

 

SpaTime

For us to be able to groom your pets safely and offer exceptional quality grooms, we require all clients to allow 2-4 hours for their pets to be left with us.

We will always try to give you the fastest turn around possible, and we will always call you AROUND 20 MINUTES BEFORE your pet is ready for pick up. Some pets are professionals at being groomed, and may only take 2-3 hours, while others who may be a little nervous. If we have a nervous or first time pet, we will take our time with them to help them acclimate to the grooming experience.

 

Early pick ups

We ask that you please call to check on your pets instead of dropping in. Many dogs get very excited and will no longer allow us to finish the groom safely once they see or smell their owner in the lobby. If you should arrive to pick up your pet and it is still being groomed, please do NOT talk to it or allow it to see you, quietly step outside for a few moments.

If we are unable to safely finish your pet's groom for this reason, we will end the groom and allow you to take your pet at that time,

 

Appointments

Droping off your dog is required at your specific appointment time. If you are running late, please give us a call to determine if we can still fit your pet in or if we need you to reschedule. We designate a specific time frame for every pet, and being late for your pet's appointment will take away from the time we have to spend safely and efficiently performing their groom. 

 

Cancellations

If you need to cancel or reschedule an appointment, please try to let us know by calling 90609131 or by sending a sms at least 24 hours before your appointment time. 

Cancelling or not showing up for your appointment more two times will result in you being required to prepay for your pet's grooming service when scheduling. If you miss the prepaid appointment, no refunds will be given. 

 

Prices and Quotes

All prices and price quotes are estimates and are subject to change at any time. Actual costs of a groom can NOT be determined until the groom is complete, thus, any quotes are merely an estimate, and the final charge can not be disputed. Actual charge of a groom is based on a number of factors such as coat condition, pet size, pet behavior, type of cut done, presence of fleas/ticks, hair type, presence of mats, excessively dirty coats and other grooming related factors.

 

Dog Grooming Services 

It is the dog owner’s legal responsibility to inform the groomer if their dog has previously bitten anyone, including another groomer. As the owner, you could be held liable for any injuries resulting from the failure to disclose this information. 

If a dog becomes too aggressive or stressed whilst being groomed then the owner will be contacted and asked to attend the grooming appointment, if the animal continues to be aggressive or highly stressed then the appointment will be terminated and I will refer your dog to a vet for further treatment.

 

Refusing Service

Duke & Duchess has the right to refuse service to Client's pet at any time for any reason. Customer understands that if their pet repeatedly demonstrates aggression or biting of humans or animals, our services will be refused. Customer also understands that all bites will be reported to the local authorities as required by law.

 

General Health

We ask that your pet is up to date on all vaccinations acquired in Norway.

 

Veterinary Care

Your pets comfort is our first priority. However, if your pet becomes ill or is hurt and the services of a veterinarian are required, you hereby give us permission to obtain treatment if you are not available to do so and you agree to pay for such expenses.

 

Accidents

There is always the rare possibility an accident could occur. Grooming equipment is sharp! Even though we use extreme caution and care in all situations, possible problems could occur including cuts, nicks, scratches, quicking of nails, etc. In most cases this can happen when a pet is wiggling or moving around. Every effort will be made to insure your pet is groomed as safely as possible,

 

Leash Your Pet

For your pet’s safety, please bring your dog in and out of the salon on a leash. This will help ensure that your dog does not run out the door when another customer arrives and allows us to safely guide your dog to the grooming area. We will keep your leash and collar/harness during the groom and put them back on your dog when you pick them up.

 

 

Mat Removal

Dematting several mats on your pet is not something we like to performs. It can be inhumane and very painful to have this service done. Some pets are demattable depending on how many mats there are, and how close to the skin they lay. Your groomer will determine this for you upon your arrival or after a telephone conversation with you suggesting a shave down as the only alternative. Your pet’s comfort level and wellness are very important to us!

 

We strive to provide you with the best, most complete services possible. We are highly recommended by current clients, and welcome any feedback you may have to help us continue providing a caring and professional grooming service.

 

Photos

I give Duke & Duchess permission to take photos of my dog during the grooming process; the photos may be posted on facebook and might be used in promotional materials.

 

If you have questions or concerns about any of the above stated policies, please feel free to call.

Thank you for your understanding.

 

 

 

 

Duke & Duchess

adr. Vidars gate 4 (Bislett), Oslo

T: 90 60 91 31