Covid – 19 Updated Policies and Procedures for Noah’s Ark Dog Grooming Clients

Welcome back to Noah’s Ark, there have been some changes to our policies and procedures we would like to make you aware off:

  • Drop off and Pick up Procedure
  • Nail Clipping Clients
  • Behaviour Grooms
  • Late Drop Off and / or Collection Policy
  • Cancellation and No-Show Policy
  • Covid – 19 Risk Assessment

 

Drop Off and Pick Up Procedure

Drop Off

  • When you arrive, the door will be locked, so please ring the doorbell, and wait, a member of staff will come to greet you.
  • Please allow the staff member to move away from the door and go behind the reception desk before entering. If another client is already in the reception area, please wait outside at a distance to allow then to exit safely and a staff member will come and open the door when you can enter.
  • You will be asked to either clip dog’s lead on the hook by the side of reception or place your dog into the dog washing area in reception.
  • The groomer will then discuss at a safe distance about the style you require, if you are a new client then the forms will be ready on reception for you to complete.
  • If the dog is knotted then we may need to do a shorter style with your dog than normal, please understand that we will not be de-matting dogs as this is in not in the animal’s welfare. We can work together to get your pooch back to the style you want.
  • You will then leave the reception and we will contact you 15 minutes before your dog is ready to come and collect if you need longer than this then please ask.
  • Hand Sanitizer is available on the reception area for you to use although all staff will be wearing full PPE which will include a face mask, gloves, and an apron to protect you and themselves.
  • If you or anyone else in your household have had symptoms or been in contact with anyone showing symptoms within 7 days then please do not attend your appointment call beforehand and we will arrange a new appointment as soon as it is safe to do so. This is for our staff’s safety and you will not be charged the normal late cancellation fee although if you do not let us know beforehand and don’t show up the no show fee will still be added.

Collection

  • On collection of your dog then the door will be locked, and the same instructions as drop off will be in place.
  • Payment for the dog will be taken before returning the dog to you and any future appointments will be made. Payment is by bank transfer or by card, we are not accepting cash payments currently.  If paying by bank transfer, please arrange to do this prior to your appointment.  The card machine will be on the reception desk and the staff member will put the payment through at a distance, if you could use the hand sanitizer provided before handling the card machine.
  • We will then go and collect your dog from the holding pen, the dogs collar and lead will have be put back onto the dog but will have been disinfected with Leuchillin once handed over at drop off there is some Leuchillin on reception desk for you to spray down if you require before you leave.
  • When the groomer fetches your dog down to you, they will attach the lead onto the hook in reception so please allow them space to get down the stairs safely and attach your dog and move away before approaching to collect your dog.

We hope you understand at this current time we will not be able to stand and chat for periods of time at the beginning and end of an appointment.

Nail Clipping Clients

  • Nail clipping will be made by appointment only, this will be done at the end of the day as we will not be bathing your dog, so has a higher risk for both yourselves and staff.
  • This limits how many we can do every day so please book in advance.
  • We will not do nail clips on dogs that just show up without an appointment for the present time so please do not be offended if we refuse to do them.

Behaviour Grooms

  • At the present time we cannot accommodate dogs that require owners to stay for the groom. We would not be able to keep the social distancing rules in place that is required for this. 
  • If your dog requires this then please call and discuss with us, if you just turn expecting this to happen and wouldn’t want to leave your dog in our care without you being there, then unfortunately you will be turned away but will be expected to pay for the groom time that has been allocated.
  • We are hoping to be able to offer this service again in the future once the social distancing rules have been changed.
  • We can offer to show you via facetime how to groom your own dog for the moment.
  • If your dog requires 2 groomers, we will have to look at each individual circumstance on a case by case basis so please call us to discuss.

Late Drop Off and / or Collection Policy

Due to the current procedure our timings between dogs being dropped off and collected are extremely important for us to adhere to government guidelines.  Please make sure you follow our following procedures on these.

Late Drop Off

  • Please ensure you arrive on time for your appointment we normally allow a 15-minute allowance for this but at this current time you must arrive on time as we cannot accommodate this in the current situation.
  • If you arrive late then we reserve the right to refuse your appointment, but you would be expected to pay a cancellation fee for that appointment.
  • Each case will be determined on a case by case basis and the decision by staff will be final.
  • Alternatively, please do not arrive early as you may be asked to come back at your appointment time.

Late Pick Up

  • Please make sure you arrive on time to collect your dog if you need more than 15 minutes notice to return then please let the staff member know on handover so we can allow for the extra notice.
  • Timings of dogs arriving and getting collected are extremely important for us to adhere to government guidelines so please adhere to these. If you are late collecting your dog, there will be a late pick up fee of £10 per 30 minutes charged.  This is at the discretion of the staff member and their decision is final.

Cancellation and No-Show Policy

  • Due to the current situation we have increased demand for appointments so if you cannot attend your appointment for any reason, we require 24 hours’ notice so we can fill the appointment with another client.
  • If you do not notify us of any cancellations before the 24 hours period, then we reserve the right to charge for appointment time this charge is minimum of £10 but will be determined on 50% of the appointment time required.
  • The only exception to this is if you or anyone else in your household have had symptoms or been in contact with anyone showing symptoms within 7 days then the fee may be waved.
  • The same fee will apply if you do not show up for your appointment and you may be asked to pay for 50% of your future grooms upfront before we would book any appointments.

Risk Assessment for Covid 19

THANK YOU FOR YOUR UNDERSTANDING THE CHANGES WE HAVE PUT IN PLACE DURING THESE CURRENT TIMES AND PLEASE BE ASSURED WE ARE DOING EVERYTHING WE CAN TO PROTECT OUR CLIENTS AND STAFF.  IF YOU HAVE ANY QUERIES PLEASE DO NOT HESITATE TO EMAIL US ON: [email protected]