Terms, conditions & privacy

Pet examinations

During the grooming process, great care is taken to ensure the health of your pet. We will examine your pet for lumps, bumps and skin conditions before and during the grooming session.

4 Paws Mobile Spa Ltd is not liable for any pre-existing conditions or problems found during grooming. We will inform you of anything we find and advise you if we think a visit to your vet may be necessary.

If your pet has any medical issues, please let us know so that we can take this into account when they visit the spa.

We are happy to use medicated shampoos or apply any products your vet has prescribed. We are also happy to give tablets or administer medication prescribed by your vet. We don’t express anal glands and would advise a visit to the vets should this be necessary.

We will pluck ears if needed, as long as the ear canal doesn’t look inflamed or infected in which case we would advise a visit to your vet.

Pet Health

If your pet is unwell (e.g. vomiting, diarrhoea, kennel cough) please let us know before we are due to visit you. This is both for their own comfort and the safety of our other canine or feline clients. Please advise our staff of any change to your pet’s health or medical condition upon arrival so that we may update their file.

Our insurance

We have full Public Liability Insurance. Full details are available on request.

De-matting Fur or Hair

We will not brush out matting as it may cause pain to your pet. Matted fur or hair on your dog or cat may result in us having to clip close to the skin. Removing a heavily matted coat increases the risk of nicks, cuts, or abrasions due to warts, moles, or skin folds trapped in the mats. Heavy matting can also trap moisture near the pet’s skin allowing mould, fungus, or bacteria to grow, revealing skin irritations that existed prior to the grooming process.

After effects of matt removal procedures can include itchiness, skin redness, self-inflicted irritations or abrasions. Shaved pets are also prone to sunburn and should have sunscreen applied frequently or should be kept out of the sun until the hair grows sufficiently to protect the skin. It is our policy to clip off a dog's coat only once in order to make the pet comfortable and to start re-building the coat. De-matting can be painful for your pet and unpleasant for both pet and groomer alike. After the clipping process, you should be able to maintain your pet’s coat between grooming appointments. 4 Paws Mobile Spa Ltd reserves the right to refuse grooming if your pet becomes heavily matted again after the initial de-matting.

Pets with heavy matting will have to be shaved. You agree that 4 Paws Mobile Spa will not be held responsible for any side effects this may cause.

You agree to pay all costs for grooming the dog or cat, including the extra cost of de-matting (we charge from £10 extra for matted pets) whether or not we are able to complete the work.

Fleas

Please note that pets with fleas cannot be accepted. If your pet has fleas, please treat them prior to the Mobile Spa visiting you. Should your pet have an infestation which is discovered after the groom has started a flea surcharge of £25 for dogs and cats will apply. (This covers the cost of bathing your dog using an insecticidal shampoo and thorough cleansing and disinfecting of the Mobile Spa).

Cancellations / Missed Appointments / 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 we are unable to park outside your house or if there is any reason beyond our control which prevents us from completing the groom.

If you do need to cancel, please notify us during office hours (our office working hours are Monday to Friday 9.00 - 17.00, and please be aware that emails and voice messages are not monitored outside these hours). 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.

We take a £20 deposit for each pet to secure the appointment. The deposit is non-refundable, this is the case with moving or cancelling the appointment.

If your cat is due to be groomed by us, please keep the cat securely in the house until we arrive. We will charge for a missed appointment if your cat has been let out.

The size of our Mobile Spas can be seen on our website (www.4pawsmobilespa.com then click on ‘About’). The dog spas are 6 metres in length and need to be plugged into a power supply. We use cables 5 – 8 metres long and we cannot plug into your extension leads as they trip our electrics. The Cat Spas are smaller and carry their own power supply.

We will empty the waste water on the ground after the bath, this is a small amount of water (less than washing your car) and with no harmful chemicals.

Please call us if you need to change your booking. We will always try and fit in with you. If the parking outside your address is in a paid parking zone and you are unable to provide us with either a residents parking permit or pre-paid parking card, the cost of any parking will be added to the cost of the groom. We cannot park illegally.

Our staff

Our number one priority is your pet’s welfare. We all love animals and have many years of experience in their care and wellbeing. 4 Paws Mobile Spa Ltd reserves the right to refuse to groom aggressive or difficult pets or those with behaviour problems. You must inform us if your pet is known to be aggressive or has ever bitten anyone. We are able to handle difficult pets, but only if we are aware and prepared. If a dog or cat is very traumatized or stressed during the grooming process, we will stop the service and recommend you speak to your vet about medication to help calm your pet so he or she can be groomed safely. If sedation is needed, we are happy to work alongside your vet. Please let us know ahead of time so we can co-ordinate the process. Your pet’s welfare is always our priority.

Grooming procedures can sometimes be stressful, especially for a senior pet or a pet with health problems. Grooming may expose hidden medical conditions or aggravate existing ones during or after the grooming process. Because stressed pets and pets with health problems have a much greater chance of injury, these pets will be groomed for cleanliness and comfort, in styles that will not add to their stress.

If we need to stop the groom because the pet is too stressed or behaving too aggressively, the full grooming fee will still be payable.

Health & Safety

We are unable to groom extra large dogs, as all our groomers work on their own. We are unable to have clients in the spa vans during the groom as we are not covered by insurance. Our insurance also does not cover us for illegal breeds, or dogs crossed with illegal breeds and Chow Chows or Mastiff.

Aggressive Pets

If your pet bites or injures a member of 4 Paws’ staff before, during or after their grooming appointment, you will be liable for any costs incurred by the company including any staff sick leave resulting from their injuries. Under UK law, the owner of a dog is responsible for their actions. Please let us know at the time of booking if your pet has any behavioural issues.

Helpful hints

Before the Mobile Spa visits you, please allow your dog to go to the toilet. Although we realise accidents do happen, we like the pets to feel relaxed in the Mobile Spa.

Appointments

We plan our day’s appointments very carefully but there are times when we can arrive a little earlier or later than the appointed time. This depends on how straightforward previous grooms have been and how well behaved the dogs or cats prior to your appointment have been. It is also dependent on traffic. Therefore, the times we give are approximate. Please be available for the hand overs at the beginning and end of the groom. Please let the groomer know on arrival how you would like your dog or cat groomed (length, style etc.). At the end of the session the groomer will hand your pet back and ask if you are happy with the groom. If you would like anything changed, please let the groomer know at the time of the groom as we are not able to revisit for alterations.

Ultrasonic teeth cleaning

Ultrasonic teeth cleaning is for dogs only. It is available with selected groomers, so please check with us that it is available in your area before you book.

Each session takes 30 minutes and costs £60, including VAT and travel. It can be added to a groom or booked as a visit on its own. Most dogs need 2–5 sessions. For preventative care, we recommend a session every 3–4 months.

These terms and conditions apply to teeth cleaning sessions in the same way as they do to grooms, including the deposit, the cancellation, missed appointment and parking charges, and the London surcharge.

Your dog must be happy to have their mouth and teeth touched, so please try this at home before you book. If your dog will not let us clean their teeth on the day, the full price of the appointment will still be charged. Ultrasonic teeth cleaning is not a replacement for dental treatment by your vet. If your dog has sore gums, loose teeth or heavy tartar, please consult your vet.

Safety

Please provide a secure and safe cat carrier for your cat to be transported to and from the Mobile Spa. We are unable to groom any cats who are not presented in a secure carrier. Please make sure your dog’s leads, harnesses and collars are secure and fitted correctly. They need to be secure to walk the dog to and from the Mobile Spa.

Payment

We accept debit cards and all major credit cards. We no longer accept cheques or cash. We take your card details when you book, online or by phone, and a £20 non-refundable deposit per pet is taken when you send your booking request. We will not process the full payment until the groom has been completed. Your card details are stored on file securely by Adyen and Stripe, our card service providers. We have no access to sensitive financial information.

London surcharge

There is a £15 surcharge per visit within the following London postcode areas:

• Dogs: all SW, all TW (except TW18, TW19, TW20), KT1, KT2, KT3, KT5, KT6, SM4, CR0, CR4, BR and Central London.
• Cats: all SW, all TW (except TW20), KT1, KT2, KT3, KT5, KT6, SM4, CR0, CR4, CR7 and Central London.

Privacy Notice

This notice explains how we look after your personal information, in line with UK data protection law (UK GDPR). It is effective from 10 November 2026. We may update it from time to time and will let clients know if we make any significant changes.

Who we are

4 Paws Mobile Spa and 4 Paws Boutique Spa are both trading names of 4 Paws Mobile Spa Ltd (company number 08261043), which is responsible for your personal information. You can contact us on 0330 100 1033 or at info@4pawsmobilespa.com.

What we collect

We 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.

How we use your information

We use your information to book and carry out grooms, take payment, and send appointment reminders and other messages about your bookings. We need it to provide the service you’ve asked for.

Offers and reminders

We may also email or text you about grooming offers, rebooking reminders and news from 4 Paws Mobile Spa and 4 Paws Boutique Spa. We do this because you’re one of our clients and we’d like to keep in touch (our legitimate interests).

If you’d rather not receive these, just tell us when you book, or at any time later: reply STOP to a text, click “unsubscribe” in an email, or contact us. Opting out won’t affect your bookings or appointment reminders.

Who we share it with

We never sell your information or pass it to other companies for their marketing. We use trusted providers to run our business, and they only use your information on our behalf: MoeGo for bookings, Adyen and Stripe for payments, and Mailchimp for emails. Some of these providers are based outside the UK, and where they are, safeguards are in place to protect your data.

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 Adyen and Stripe, our payment processors.

How long we keep it

We keep your information while you’re a client, and for up to 6 years after your last appointment for our accounts and records.

Your rights

You can ask to see, correct or delete the information we hold about you, or object to marketing, at any time. Just call us on 0330 100 1033 or email info@4pawsmobilespa.com.

If you’re unhappy with how we’ve handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk.

Cookies

Our website uses a small technical cookie set by our website host, Wix, which it needs to work. With your permission, we also use Google Analytics and Google Ads cookies. They show us how visitors find and use our website (for example, which pages are visited most) and which of our Google adverts lead to enquiries, so we can improve both. The reports are anonymous.

If you arrived from one of our Google adverts, the phone number on the page may be replaced by a Google forwarding number so we can tell which adverts lead to calls; your call still comes straight through to us.

These cookies are only set if you press “Accept” on the cookie message; if you press “Reject”, they aren’t used. You can change your choice at any time using the “Cookie settings” link at the bottom of every page.

Our online booking pages are run by MoeGo, which sets its own cookies there under its own cookie policy. We also receive anonymous Google Analytics reports from those booking pages, showing how many people start and complete a booking. Our social media pages have their own cookie policies too.