Customer Booking, Grooming & Cancellation Policy

La Maison des Paws GmbH — Berlin

At La Maison des Paws, we are committed to providing exceptional grooming services, individual attention and the highest standards of care for every pet entrusted to us.

To ensure a safe, professional and pleasant experience for our clients, their pets and our grooming team, please read the following policy carefully before confirming an appointment.

By booking an appointment, you acknowledge that you have been informed of our booking conditions, cancellation policy, grooming requirements and potential additional charges.

1. Appointments and Booking Information

All grooming appointments must be booked in advance.

When making a booking, clients are responsible for providing accurate and complete information about their pet, including:

• Breed, size and current weight.
• Coat length, condition and grooming history.
• Any matting, tangles or knots in the coat.
• Temperament, anxiety, sensitivity or behavioural difficulties.
• Any known health conditions, skin problems, injuries or physical limitations.
• Any previous difficulties during grooming, including biting, snapping or resistance to handling.

Accurate information allows us to allocate sufficient time, select the appropriate grooming service and ensure the safety of both the pet and our grooming team.

If the information provided during booking differs significantly from the pet’s actual condition, the service duration and price may need to be adjusted. Any additional charges will be explained to the client and agreed upon before the additional work is carried out.

2. Cancellation and Rescheduling Policy

We understand that plans can change. However, each appointment requires dedicated preparation, staff scheduling and reserved grooming time.

We therefore require at least 48 hours’ notice for cancellations or rescheduling.

• More than 48 hours before the appointment: Clients may cancel or reschedule without a cancellation fee.
• Less than 48 hours before the appointment: A cancellation fee of 50% of the booked service price may apply.
• Failure to attend without prior notice: A fee of 100% of the booked service price may apply.

These conditions are intended to compensate for reserved appointment time that may be difficult to reallocate at short notice.

Any cancellation fee will be assessed in accordance with applicable German law and the circumstances of the individual case.

3. Coat Condition, Matting and Additional Grooming

The condition of a pet’s coat has a significant impact on grooming time, technique and the final result.

Severe matting, tightly knotted hair, undercoat accumulation or neglected coats may require additional time and specialised handling.

Where a pet’s coat condition requires substantially more work than anticipated, we may need to:

• Extend the appointment duration.
• Adjust the grooming technique or service plan.
• Recommend a shorter haircut where dematting would be uncomfortable or unsuitable.
• Recommend additional care or a follow-up appointment.
• Adjust the final price to reflect the additional time required, subject to the client’s agreement.

Additional grooming time will be charged according to the graduated additional-time pricing structure outlined in Section 5.

We prioritise the comfort and welfare of every pet. If dematting would cause unnecessary pain, stress or skin injury, we may recommend clipping the affected coat shorter rather than attempting to remove every knot.

We will explain the available options and any applicable additional charges before proceeding whenever reasonably possible.

4. Behavioural Difficulties and Aggressive Behaviour

The safety and wellbeing of pets, clients and our grooming team are our highest priorities.

Clients must inform us in advance if their pet has a history of:

• Biting or attempting to bite.
• Snapping, lunging or aggressive reactions.
• Severe anxiety, panic or excessive stress.
• Strong resistance to bathing, drying, brushing or clipping.
• Sensitivity when handling the paws, face, ears or other body areas.
• Difficulty remaining safely on the grooming table.

If a pet displays unexpected behavioural difficulties during the appointment, our groomers may need to take additional breaks, use a slower grooming approach or spend additional time assessing the safest way to proceed.

Additional grooming time required because of behavioural difficulties may incur the graduated charges set out in Section 5.

If the pet becomes a safety risk, experiences excessive distress or cannot be groomed safely, we reserve the right to modify or discontinue the service.

In such cases, the groomer will explain the situation to the client. Charges for work already performed and any other amount legally due will be assessed in accordance with the agreed terms and applicable law.

We do not guarantee completion of a particular haircut or grooming style if doing so would compromise the pet’s welfare or the safety of our team.

5. Additional Grooming Time and Graduated Charges

Each appointment is allocated a specific amount of time based on the selected service and the information provided at booking.

Additional time may be required due to circumstances specific to the pet, including:

• Severe matting, tangles or unusually difficult coat conditions.
• Behavioural difficulties, aggression, anxiety or resistance to handling.
• Other pet-related circumstances that reasonably require additional grooming time or handling.

Where additional work is necessary beyond the originally allocated appointment, the following graduated additional-time charges apply:

Important: The charges are cumulative. For example, 60 minutes of additional grooming time results in a total additional charge of €50, while 90 minutes results in a total additional charge of €90.

These charges reflect additional work reasonably required because of the individual pet’s condition or behaviour.

Whenever reasonably possible, we will inform the client of the expected additional time and cost and obtain the client’s agreement before proceeding with additional work.

6. Late Arrival

Clients are expected to arrive on time for their appointments.

Late arrivals may affect the grooming schedule and other clients’ appointments.

Depending on the time remaining and the pet’s needs, we may:

• Shorten or adjust the originally booked service.
• Offer an alternative appointment, subject to availability.
• Reschedule or cancel the appointment if the service cannot be performed safely and properly within the remaining time.

7. Service Selection and Price Adjustments

Clients should select the grooming package that best matches their pet’s needs when booking.

The final price may depend on the pet’s size, coat condition, breed-specific grooming requirements and the actual work reasonably necessary.

8. Health, Hygiene and Pet Welfare

Clients must inform us of any relevant health concerns before the appointment, including skin irritation, injuries, recent surgery, mobility issues, unusual sensitivity or other conditions that may affect grooming.

For hygiene and safety reasons, clients should also inform us if their pet has a suspected contagious skin condition, parasites or another condition that may present a risk to other animals.

9. Pick-Up and Collection

Clients are expected to collect their pets promptly once notified that the grooming service has been completed.

A 30-minute grace period is provided after the client has been notified that their pet is ready for collection.

If the pet has not been collected within 30 minutes after this notification, daycare charges will apply at the salon’s standard rate of €8 per hour.

• Collection within 30 minutes of notification: No daycare fee.
• Collection 45 minutes after notification: €8 daycare fee.
• Collection 1 hour and 15 minutes after notification: €16 daycare fee.
• Collection 2 hours and 10 minutes after notification: €24 daycare fee.

10. Grooming Results and Individual Differences

Every pet is different. The final grooming result may depend on coat condition, hair length, coat texture, previous grooming, matting, behaviour and the pet’s tolerance of the procedure.

We will always aim to achieve the agreed result while prioritising the pet’s welfare.

11. Client Consent and Acceptance

By confirming an appointment with La Maison des Paws, the client acknowledges that they have had the opportunity to read and understand this Customer Booking, Grooming & Cancellation Policy.

• Cancellations made less than 48 hours before an appointment may incur a cancellation fee of 50%.
• Failure to attend without prior notice may incur a cancellation fee of 100%.
• Additional grooming charges may apply where matting or behavioural difficulties require extra time.
• Additional grooming time is charged according to the graduated pricing structure set out in Section 5.
• Grooming services may be modified or discontinued when necessary to protect the pet’s welfare.
• The client will be informed of additional work and charges before proceeding whenever possible.
• Nothing in this policy excludes or restricts any mandatory rights under applicable German law.

Thank you for your understanding and for trusting La Maison des Paws with your beloved companion.

La Maison des Paws GmbH — Berlin