Salon policies

Who you are booking with

CuddleCuts is operated by Marioara Rubei, trading as CuddleCuts, at 2 Triq San Franġisk, Ħal Balzan BZN 1420, Malta.

For booking help or questions about these terms, email team@cuddlecuts.mt. How we handle your information is explained in our privacy notice.

Appointments and payment

Check your service, date, time and price before confirming.

Book through our website or arrange an appointment with the salon. All appointment times are local Malta time. An appointment is confirmed when its status is confirmed, not simply when a time is selected.

Where online payment is available, the booking page shows a 20% deposit before payment. Any deposit paid is deducted from the final bill. A free consultation does not require a deposit. Do not send card details by email.

Prices are starting estimates based on the selected service. Coat condition, size, handling needs and extra time can change the final price. We explain and agree any additional work and price with you before starting it.

Choose the closest service and include relevant pet-care notes. If the appointment needs a different service or more time, we will discuss this with you rather than carry out unagreed extra work.

Changes, cancellations and missed appointments

Please give us as much notice as you can.

Use the change or cancel link in your confirmation email, or email team@cuddlecuts.mt with your appointment details. If a change cannot be made online, contact us for help.

To cancel and claim your deposit back, email team@cuddlecuts.mt and say you would like it refunded. One message does both. If it reaches us at least 24 hours before the appointment, we refund the deposit in full to the card you paid with, usually within 5 to 10 days. With less than 24 hours’ notice the deposit is kept, because the slot can rarely be filled that late. Changing to another time is always free and you can do it yourself from the link in your confirmation email.

If we cannot provide your appointment, we will contact you to arrange an alternative or a refund for the service we cannot provide.

Arrival and collection

Arrive at your booked time and collect your pet at the agreed collection time.

Bring dogs on a secure lead and cats in a secure carrier. Tell us who will collect your pet and agree a collection time at drop-off.

If you arrive late, we may need to shorten or rearrange the service to keep grooming safe and avoid delaying other appointments. Any change to the work or price will be discussed with you.

Keep your booking contact details up to date and remain reachable during the appointment. Let us know as soon as possible if your arrival or collection is delayed.

Coat condition and matting

Comfort and safety come before a particular hairstyle.

We assess the coat before grooming. Where brushing out tight mats would cause discomfort, a shorter clip may be the safer option. We discuss the approach and the expected finish with you first.

A matted coat can conceal irritation or other problems. We will tell you about anything we notice and may recommend veterinary advice. Grooming is not a veterinary examination.

If the work cannot be completed safely in one visit, we may stop or agree a further appointment. Extra work is not carried out without discussing the cost with you.

Health and medication

Tell us about any condition that could affect a safe groom.

Before the appointment, tell us about allergies, medication, recent surgery, mobility difficulties, skin problems and relevant veterinary advice. Bring vaccination information to your first visit.

If your pet is unwell or may have a contagious condition or parasites, contact us before bringing them into the salon so we can discuss rearranging the appointment.

We do not diagnose or treat medical conditions. We do not administer sedation. Tell us before arrival if your pet has been given any sedating medication.

Behaviour and safety

We may pause or stop a groom when continuing would be unsafe.

Tell us about anxiety, handling difficulties or a history of biting or snapping. This lets us assess whether the salon and service are appropriate and plan the appointment.

If your pet becomes distressed or grooming presents an unacceptable risk, we may pause, shorten or end the session. We explain what has been completed and discuss the next steps with you. Charges relate to the work carried out.

Emergencies

We contact you if your pet becomes unwell or is injured during the visit.

Keep your emergency contact and veterinary details current. If urgent care is needed and we cannot reach you in time, we will seek appropriate veterinary assistance.

Any veterinary costs and responsibility for them will be addressed according to the circumstances and applicable law. These policies do not exclude liability where the law does not allow it.

Photographs and video

Permission to use photographs for publicity is separate from booking.

We ask permission before using photographs of your pet for our website or social media. Declining does not affect the grooming service. To withdraw permission for future use, email team@cuddlecuts.mt.

We will remove affected images from channels we control when consent is withdrawn. We cannot control copies shared by other people. CCTV used in the salon is separate from publicity photography and is covered by our privacy notice.

Grooming records

We keep booking and grooming records to provide the service and meet our record-keeping obligations.

Booking details include owner contact information, pet details, appointment history and relevant care notes. Additional information required for the statutory grooming register is collected separately at check-in.

The privacy notice explains how information is used, who handles it and how to exercise your data-protection rights. Please do not put identity documents or unrelated sensitive personal information in booking notes or email.

Questions and concerns

Email team@cuddlecuts.mt with your appointment date and the concern you would like us to address.

Tell us promptly if something about the service is not right so we can investigate and discuss an appropriate resolution. If you are concerned about your pet's health, seek veterinary advice.

These policies apply to CuddleCuts services and do not limit any statutory consumer rights. The published date identifies this version; a later website update does not retrospectively replace terms already agreed for a booking.