Privacy Policy and T&Cs

The Pawfect Cutz customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

Contact details

What information we collect, use, and why

Lawful bases and data protection rights

Where we get personal information from

How long we keep information

Who we share information with

How to complain

Contact details

Telephone: 07742273374

Email: info@pawfectcutz.co.uk

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

Names and contact details

Addresses

Purchase or account history

Website user information (including user journeys and cookie tracking)

Information relating to compliments or complaints

We collect or use the following information for the operation of customer accounts and guarantees:

Names and contact details

Addresses

Purchase history

Account information, including registration details

Marketing preferences

We collect or use the following information for service updates or marketing purposes:

Location data

Recorded images, such as photos or videos

Website and app user journey information

We collect or use the following information for research or archiving purposes:

Location data

Purchase or viewing history

We collect or use the following personal information for dealing with queries, complaints or claims:

Names and contact details

Address

Payment details

Account information

Purchase or service history

Customer or client accounts and records

Financial transaction information

Information relating to health and safety

Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for collecting or using personal information to provide services and goods are:

Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for research or archiving purposes are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Where we get personal information from

Directly from you

How long we keep information

Ongoing for active customers or 3 years after the date of last service.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

Who we share information with

Data processors

Lopay

This data processor does the following activities for us: Lopay\'s role in processing your customer\'s data Lopay processes End User data: When our customers use a Lopay terminal, Lopay collects and processes their personal information to complete the transaction. Lopay acts as a data controller: In this scenario, Lopay is the data controller for the End User\'s information, meaning it determines the purposes and means of processing their personal data.

Goldie booking software

This data processor does the following activities for us: Goldie booking software acts as a data processor, meaning it processes personal data on behalf of the business (the data controller). The business using Goldie is the data controller, responsible for the data, while Goldie is the processor that handles the data for the service it provides, such as managing appointments and client information.

Wix.com website

Wix.com is a data processor, acting on behalf of website owners who are the data controllers. As a processor, Wix handles user data according to the website owner's instructions and does not use the data for its own purposes.

Others we share personal information with

Insurance companies

Professional or legal advisors

Relevant regulatory authorities

Professional consultants

Organisations we’re legally obliged to share personal information with

How can your site visitors withdraw their consent?

If you don’t want us to process your data anymore, please contact us at info@pawfectcutz.co.uk

Questions and our contact information

If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at info@pawfectcutz.co.uk

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

How to complain?

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated: 15/10/2025

TERMS AND CONDITION

Pricing Policy

When booking your appointment, you’ll receive a guide price based on the details you provide about your dog. I always do my best to be as accurate as possible, but please note that the final price may vary depending on several factors — including your location, dog’s size, coat type and condition, temperament, and ease of parking. These details can affect the time and work required to complete the groom safely and to the highest standard.

Cancellation & Missed Appointment Policy

We completely understand that plans can change. If you need to cancel or reschedule your booking, please let me know as soon as possible so your time slot can be offered to another client. Cancellations made with more than 48 hours’ (2 working days) notice will receive a full refund of the deposit. Missed appointments without any notice will be charged 100% of the standard grooming price. If 24–48 hours’ notice is given, a 50% fee of the grooming cost will apply. This policy ensures that appointment times are respected and helps keep the schedule fair for all clients. Thank you for your understanding and cooperation!

Accurate Information & Dog Behaviour Policy

To ensure I can provide the safest and highest quality grooming experience, it’s essential that all information you provide is honest and accurate. This includes details about your dog’s health, coat condition, temperament, grooming history, breed, size, and any medical issues. Your dog must also be free from fleas at the time of the appointment. I reserve the right to cancel or refuse service if any information is found to be inaccurate, or if your dog’s condition or behaviour makes grooming unsafe. In such cases, deposits will not be refunded. For everyone’s safety, you are legally required to disclose any history of aggressive behaviour—past or present. This allows me to take the necessary precautions to keep your pet, myself, and others safe during the grooming process.

Fleas Policy

Please make sure your dog is up to date with vaccinations and flea treatments before their grooming appointment. This helps keep all pets safe, comfortable, and protected. If your dog is found to have fleas during their groom, the session will need to be stopped immediately to prevent contamination of the mobile salon. A cleaning and sanitising fee of £25 will be added to your bill to cover the cost of thoroughly disinfecting the van and equipment. You’ll also be asked to reschedule the appointment after appropriate flea treatment has been completed. This policy ensures a clean, healthy environment for every dog we care for.

Matted Coat Policy

Your dog’s comfort and wellbeing always come first. While I’ll do my best to gently work through light matting to maintain your preferred style, I will not spend more than 15 minutes dematting in a single session. This is to minimise stress and discomfort for your dog and to comply with the Animal Welfare Act 2006. Severely knotted or tangled fur can be painful for dogs, pulling on the skin and causing irritation. In these cases, the kindest and safest solution is to clip the coat shorter to remove the matting completely. Please note there is an additional £15 fee if extra grooming time is required due to matting or coat condition. To help keep your dog’s coat healthy and tangle-free, please brush your dog regularly—especially before their appointment.

Aggressive or Difficult Dog Policy

At Pawfect Cutz, every dog’s safety, comfort, and wellbeing come first. I always aim to create a calm and positive grooming experience, using patience and gentle handling to help even the most nervous dogs feel at ease. However, if a dog shows aggressive, unpredictable, or overly anxious behaviour that makes grooming unsafe for the dog or the groomer, the session may need to be stopped immediately. In these cases, the full grooming fee will still apply to cover the time and costs incurred. It is the owner’s responsibility to disclose any history of aggression, anxiety, or behavioural issues before booking. This allows appropriate safety measures to be taken and ensures the best possible care for your dog. If a dog poses a continued safety risk, I may refuse future appointments and recommend seeking professional training or veterinary advice before rebooking. This policy exists to protect both your pet and the groomer, ensuring a safe and stress-free environment for everyone involved.

Health & Safety Policy

Your dog’s safety, comfort, and wellbeing are always my top priority. Every effort is made to ensure that each grooming session is handled with care, patience, and professionalism. I am fully insured and trained in canine first aid, and I always work to the highest safety standards. However, because grooming involves the use of sharp tools and working with moving animals, minor accidents (such as small nicks, scratches, or over-trimmed nails) can occasionally happen, even with the greatest care. In the rare event of an incident, I will always inform you immediately and provide appropriate first aid if required. Please note that no liability can be accepted for accidental injury during the normal course of grooming. If you have any concerns or are not fully satisfied with your dog’s groom, please contact me within 24 hours of the appointment so I can do my best to address or correct the issue.

Parking, Access & Arrival Policy

As a mobile grooming service, I need safe and convenient parking close to your home and access to a working power source (either an indoor or outdoor electric socket). Please make sure there is sufficient space for the grooming van on your driveway or safely on the road outside your property before the appointment. If no suitable parking is available upon arrival and the appointment cannot go ahead, a 50% missed appointment fee will be charged. Access to an electric power outlet is required for the grooming equipment. The van is equipped with a long power cable, so no extension leads are necessary. Please ensure the plug connects directly to a power socket, not through an extension. Please also note that all arrival times are estimates. Factors such as traffic, weather, and previous appointments may affect timing, so the groomer may arrive up to 30 minutes earlier or later than the scheduled time. I’ll always do my best to keep you updated if there are any delays.

Payment Terms

A £20 deposit is required at the time of booking to confirm your appointment. Once your booking is approved, you’ll receive a message with the bank details for the deposit transfer. Please , put your dog's name as a reference. Please note that this deposit will not be deducted from your total on the day of the appointment. Instead, it will automatically roll over to your next booking to secure your future appointment. If no further appointments are made and you wish to end your booking cycle, the deposit is fully refundable upon request, provided all cancellation terms have been met. The remaining balance for each grooming session is due immediately after the groom and can be paid by card (except American Express) or cash. Please note that bank transfers are not accepted as payment for grooming services. Deposits are non-refundable if the appointment is cancelled with less than 48 hours’ notice or if inaccurate information provided at the time of booking results in cancellation.