Terms & Conditions

Lola’s Pet Salon is part of The World of Lola Ltd., a company registered in England & Wales under company number 16033356.

We are committed to providing the finest mobile grooming experience while ensuring the safety, comfort, and well-being of every dog entrusted to our care. These Terms & Conditions are designed to make sure every experience with Lola’s is smooth, safe, and transparent, for both you and your pup.

1. Grooming Services & Health Conditions

Pets are accepted for grooming only if they are fit and healthy. Grooming for elderly, anxious, or medically fragile dogs is done at the owner’s risk, and may be limited to welfare or hygiene trims to minimise stress.
Grooming can occasionally expose or aggravate pre-existing skin or health conditions, for which The World of Lola Ltd. cannot be held responsible.
Please disclose any medical conditions, allergies, injuries, or behavioural issues prior to your appointment. Failure to do so may result in refusal of service.
You authorise The World of Lola Ltd. to seek immediate veterinary care at your expense should an emergency arise while your dog is in our care, if you cannot be reached.
Payment is due at the time of service, via card or through our website. Rates vary by breed, size, coat condition, temperament, and groom duration.
We do not perform anal gland expression, which should be done by a licensed veterinarian.

2. Matting Policy

Matting happens when a dog’s coat becomes tightly tangled, often close to the skin. This can cause discomfort, pain, and skin irritation if not addressed. Minor tangles can usually be brushed out, but when matting is severe, the safest and kindest option is to clip the coat short to avoid pain or injury.
In line with the Animal Welfare Act 2006, we will never brush out matting if doing so would cause unnecessary stress or discomfort — your dog’s welfare always comes first.
Removing matting requires extra time, care, and can wear down grooming equipment more quickly. A matting fee will be added to the final groom price depending on coat condition and time required. Some temporary redness or irritation may appear afterwards, which is normal and not a sign of harm.

3. Behaviour, Aggression & Anxiety

The safety of your dog and our groomers always comes first. Muzzles or safety restraints may be used if necessary.
If your dog becomes aggressive, overly stressed, or unsafe to handle, grooming may be stopped or modified. A full or partial fee will apply depending on time spent.
The client remains legally responsible for any injury or damage caused by their dog under the Dangerous Dogs Act 1991.
We do not provide or administer sedation. If sedation is required, please discuss with your veterinarian beforehand.

4. Vaccination & Flea, Tick, or Parasite Infestation

All dogs must be up to date with vaccinations.
If fleas or ticks are discovered during grooming, an additional sanitation fee may be charged, or the appointment may need to be rescheduled.
Continued grooming of infested dogs can spread parasites, so the session may be stopped at the groomer’s discretion.
We recommend year-round flea prevention to avoid disruption or discomfort to your dog.

5. Cancellations & Rescheduling

Please provide at least 24 hours’ notice to cancel or reschedule. Cancellations with less than 24 hours’ notice may incur the full appointment fee.
We understand that emergencies happen — consideration will always be given at our discretion.
In the event of extreme weather, traffic disruptions, or equipment issues, Lola’s reserves the right to reschedule appointments to ensure safety and comfort for both your dog and our team.

6. No-Shows & Late Arrivals

A “no-show” occurs when the groomer arrives and the client is unavailable, or access/parking is unsuitable. In such cases, the full grooming fee will apply before rescheduling.
If you are more than 15 minutes late, we may need to shorten or reschedule your appointment, and a late fee may apply.
As a mobile service, arrival times may vary due to traffic or prior appointments, but we will always communicate promptly if delayed.

7. Parking & Access Requirements

You must provide a safe and legal parking space for our grooming van outside your home or nearby. Please note that we cannot park illegally, such as on double yellow lines, and if a parking permit is required, it must be provided for the duration of the service.
Failure to do so may result in the appointment being cancelled, and the full groom cost will be payable.

8. Liability

While every care is taken to ensure your dog’s safety, grooming involves sharp tools and live animals — minor nicks, scratches, or clipper irritation may occasionally occur. In the event of any accident, you will be informed immediately and, if needed, veterinary care will be recommended.
The World of Lola Ltd. cannot be held responsible for any injury, illness, or allergic reaction caused by pre-existing conditions, owner-provided products, or unforeseeable pet behaviour.

9. Data Protection (GDPR Compliance)

Your personal data is handled in full compliance with the UK GDPR and Data Protection Act 2018.
Information collected is used solely for managing appointments, communication, and service improvement.
We never sell or share data with third parties unless legally required. Please refer to our Privacy Policy for more information.

10. Photos & Social Media

We may take before-and-after photos to showcase our work on Lola’s website or social media.
You can withdraw consent anytime, and your dog’s photo will be removed promptly.
All photos remain the intellectual property of The World of Lola Ltd.

11. Customer Satisfaction

We take pride in every groom. If you are unsatisfied, please let us know within 24 hours of your appointment and we’ll always do our best to make it right.

12. Amendments & Governing Law

The World of Lola Ltd. reserves the right to update or modify these Terms & Conditions at any time. The latest version will always be available on our website.
Continued use of our services after any updates constitutes acceptance of the revised terms.
These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales, and any disputes shall fall under the exclusive jurisdiction of the courts of England and Wales.

13. Agreement

By booking a grooming appointment, you confirm that you have read, understood, and agreed to these Terms and Conditions. It is your responsibility to familiarise yourself with them prior to your appointment.

Promotional Terms and Conditions

Last updated: 19 August 2026

1. General Terms

These terms and conditions (“Promotional Terms”) govern all promotions, discount codes, seasonal offers, new client offers, referral schemes, and competitions operated by Lola’s Pet Salon Ltd (“Lola’s”, “we”, “us”, “our”), a company registered in England and Wales.

By participating in any promotion or redeeming any offer operated by Lola’s, you agree to be bound by these Promotional Terms, as well as our general Terms of Service and Privacy Policy, which are incorporated herein by reference.

Lola’s reserves the right to amend, suspend, or withdraw any promotion at any time and without prior notice. Any such changes will be published on our website. Continued participation in a promotion following publication of any change constitutes acceptance of the revised terms.

These Promotional Terms are governed by the laws of England and Wales. Any disputes arising in connection with a promotion shall be subject to the exclusive jurisdiction of the courts of England and Wales.

2. Eligibility

Unless otherwise stated in the specific promotion details, participation in any Lola’s promotion is subject to the following eligibility criteria:

You must be aged 18 or over.
You must be a resident of the United Kingdom.
You must be located within Lola’s active service areas at the time of booking.
Employees, contractors, and immediate family members of Lola’s Pet Salon Ltd are not eligible to participate.
Only one promotion may be applied per booking or transaction, unless expressly stated otherwise.
Lola’s reserves the right to verify eligibility and to disqualify any participant who does not meet the eligibility criteria or who is found to have acted in breach of these terms.

3. Discount Codes

The following terms apply to all discount codes issued by Lola’s, whether distributed via our website, email communications, social media channels, or third-party partners.

3.1 Redemption

Discount codes must be entered at the time of booking. Codes cannot be applied retrospectively to bookings already made or completed.
Each code may only be used once per client, unless otherwise specified.
Codes are non-transferable and have no cash value.
Only one discount code may be applied per booking. Codes cannot be combined with any other offer, promotion, or discount.

3.2 Validity

Discount codes are valid only for the period stated in the accompanying promotional material.
Lola’s reserves the right to withdraw, extend, or modify a discount code at any time without prior notice.
Expired codes will not be accepted under any circumstances.

3.3 Restrictions

Codes apply to the grooming service only and exclude any additional products, treatments, or add-ons unless expressly stated.
Codes are not valid in conjunction with any other offer.
Lola’s reserves the right to refuse or cancel any booking where a discount code is suspected to have been obtained fraudulently or used in breach of these terms.

4. New Client Offers

From time to time, Lola’s may offer promotional pricing or incentives to first-time clients. The following terms apply to all such offers.

New client offers are available to clients who have not previously booked a grooming appointment with Lola’s.
Only one new client offer may be redeemed per household.
Lola’s reserves the right to verify new client status. Misrepresentation of client history will result in the offer being void and the full standard rate becoming payable.
New client offers apply to the initial grooming service only and cannot be used in respect of subsequent bookings.
New client offers are not transferable and have no cash value.
New client offers may not be combined with any other promotion, discount code, or offer.

5. Seasonal and Limited-Time Offers

Lola’s may run seasonal promotions or time-limited campaigns from time to time. These offers are subject to the following terms, in addition to any specific terms published alongside the promotion.

Seasonal and limited-time offers are valid only for the dates specified in the promotional material.
Availability is subject to groomer availability and appointment capacity. Lola’s cannot guarantee that appointments will be available during any promotional period.
Lola’s reserves the right to end a seasonal or limited-time offer early in the event that promotional capacity is reached.
These offers are non-transferable, have no cash value, and cannot be exchanged for alternative services or monetary credit.
Offers apply to specific services as stated in the promotion and exclude any add-ons, products, or additional services unless expressly included.

6. Referral Scheme

From time to time, Lola’s may operate a referral scheme allowing existing clients to refer friends or family members in exchange for a reward. The following terms apply to all referral activity, in addition to any specific terms communicated at the time of invitation.

6.1 Eligibility

The referring client (“Referrer”) must be an existing Lola’s client who has been specifically invited to participate in the referral scheme. Participation is not open to all clients by default.
The person being referred (“Referee”) must be genuinely new to Lola’s and must not have previously held an account or booked an appointment with us, whether in their own name or as part of the same household.
The Referee must reside within Lola’s active North West London service area at the time of booking.
Referrers may not refer themselves, members of their own household, or any person who has previously been a Lola’s client.
Employees, contractors, and immediate family members of Lola’s Pet Salon Ltd are not eligible to participate as Referrers or Referees.

6.2 How the Scheme Works

Invited Referrers will be issued a unique personal referral code by Lola’s.
The Referee must enter this code at the time of booking in order to redeem the associated new client discount. Codes cannot be applied retrospectively.
Each referral code is for single use per Referee. The same Referee may not use a referral code more than once.
A Referrer may refer multiple friends, subject to these terms. There is no limit on the number of successful referrals a Referrer may make, unless stated otherwise in the invitation.

6.3 Referrer Reward

The Referrer’s reward (whether store credit, a discount, or an alternative benefit as specified in the invitation) will be applied only once the Referee’s first appointment has been completed and the associated invoice has been paid in full.
No reward will be issued in connection with a referral where the Referee’s appointment is cancelled, results in a no-show, or where the invoice remains unpaid.
Store credit rewards, where applicable, will be applied to the Referrer’s account in Lola’s booking system and will be applied automatically at the Referrer’s next qualifying checkout.
Rewards have no cash value, are non-transferable, and cannot be exchanged for cash or alternative benefits.
Rewards are subject to any expiry period communicated at the time of issue. Lola’s reserves the right to set a reasonable expiry on unclaimed rewards.

6.4 Referee Discount

The Referee discount applies to the first grooming appointment only and is subject to the same restrictions as a standard new client discount code (see Section 3).
The Referee discount cannot be combined with any other offer or promotion.

6.5 Abuse and Fraud Prevention

Lola’s reserves the right to withhold, reverse, or cancel any referral reward where it has reason to believe that the referral was made fraudulently, that the Referee is not a genuinely new client, or that the scheme has been used in a manner inconsistent with these terms.
Referral codes must not be posted publicly (including on social media, discount code websites, or forums) unless expressly authorised by Lola’s. Codes are intended for direct personal sharing only.
Any attempt to game the scheme, including through the creation of duplicate accounts or fictitious bookings, will result in disqualification from the scheme and may result in the suspension of the Referrer’s account.

6.6 Scheme Availability

Lola’s reserves the right to modify, suspend, pause, or close the referral scheme at any time and without prior notice.
Referral codes issued prior to any such change will remain valid for referrals already in progress (where the Referee has already booked), but Lola’s is not obliged to issue new rewards after the scheme has been withdrawn.
Participation in any referral pilot or limited programme does not guarantee ongoing access to the scheme once the pilot concludes.

7. Competitions and Giveaways

The following general terms apply to all competitions and prize draws operated by Lola’s. Additional terms specific to individual competitions will be published alongside each promotion.

7.1 Entry

Entry into any competition is free, unless otherwise stated.
No purchase is necessary to enter.
Only one entry per person is permitted, unless expressly stated otherwise. Multiple entries from the same individual may result in disqualification.
Entries must be submitted in accordance with the method specified for each competition.
Incomplete, illegible, or late entries will not be accepted.

7.2 Prizes

Prizes are as stated in the competition details. No cash alternative will be offered unless Lola’s determines, at its sole discretion, that this is necessary.
Prizes are non-transferable and must be accepted as offered.
Where a prize involves a grooming appointment, the appointment is subject to groomer availability and must be booked within the redemption period stated. Failure to redeem within this period will result in the prize being forfeited.

7.3 Winner Selection and Notification

Winners will be selected by a method appropriate to the competition type (random draw, judged entry, or otherwise) as specified in the individual competition terms.
Winners will be notified via the contact details provided at the time of entry.
If a winner cannot be contacted within 14 days of notification, or if a winner is found to be ineligible, Lola’s reserves the right to select an alternative winner.
Publication of winner names may be made on Lola’s social media channels or website, subject to the winner’s consent.

7.4 General Competition Terms

Lola’s decision in all matters relating to competitions is final. No correspondence will be entered into.
By entering a competition, participants confirm that all information provided is accurate.
Lola’s reserves the right to disqualify any entrant who tampers with the entry process, acts in a dishonest or disruptive manner, or breaches these terms.
Lola’s reserves the right to cancel or modify a competition at any time if it is necessary to do so for reasons beyond our reasonable control.

8. Data and Privacy

Personal data collected in connection with any promotion will be processed in accordance with Lola’s Privacy Policy, which is available on our website.

By entering a competition, participants consent to Lola’s processing their personal data for the purposes of administering the promotion and, where applicable, communicating the outcome.

We will not use personal data submitted in connection with a promotion for marketing purposes without obtaining separate consent, unless participants have already opted in to marketing communications.

9. Limitation of Liability

To the fullest extent permitted by applicable law, Lola’s accepts no responsibility for:

Any failure of technology, including website or booking platform outages, that prevents participation in a promotion.
Any loss, damage, or injury arising from participation in a promotion or redemption of a prize, save where caused by our negligence or wilful misconduct.
Any tax liability arising from the receipt of a prize or reward.

Nothing in these Promotional Terms excludes or limits Lola’s liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

10. Contact Us

If you have any questions regarding these Promotional Terms or any of our current promotions, please contact us at:

Lola’s Pet Salon Ltd

Email: woof@lolaspetsalon.com

WhatsApp: 07901360283

Website: www.lolaspetsalon.com