Terms and conditions

Last updated: October 2025
Located in Motherwell, Scotland

By booking any service with Metra Pet Services, you agree to the following terms and conditions. Please read them carefully.

Prices are based on size, coat type, and condition.
If a dog is matted, Metra Pet Services will clip the coat short for the animal’s welfare. Matt removal by prolonged brushing (over 15 minutes) is not performed, as it is considered inhumane and against welfare guidelines.
Owners will be informed before the groom if matting is found and clipping is required. If matting is discovered during the groom, the owner will be phoned before continuing.
A £15 deposit is required to secure all grooming appointments. This deposit is non-refundable if the client cancels or reschedules with less than 24 hours’ notice.
Owners will be informed of any abnormalities or skin issues noticed during the groom.
Owners are asked to collect their dog promptly when contacted; late collections may incur a small holding fee.

Dogs must be microchipped and wear a collar with an ID tag (as required by UK law).
Dogs will only be walked off-lead with written owner consent and at the walker’s discretion.
Walks may be shortened or adjusted during extreme weather for safety reasons.
All pets must be up to date with flea, worming, and vaccination treatments.
Metra Pet Services is not liable for illness, injury, or loss resulting from circumstances beyond reasonable control.

In an emergency, every effort will be made to contact the owner. If unreachable, Metra Pet Services may seek immediate veterinary attention at the nearest vet.
The owner is responsible for any veterinary costs incurred, unless Metra Pet Services is at fault.

Keys and access codes are handled securely and used only for the agreed purpose.
Metra Pet Services is not responsible for issues caused by faulty locks, alarms, or gates.
If the property cannot be accessed for whatever reason like key in the door on the other side, services may have to e cancelled and will still be charged at the full rate.

Payment is due on or before the day of service unless otherwise agreed.
Accepted payment methods: cash or bank transfer. Cash is preferred for dog grooming services.
Deposits are non-refundable unless Metra Pet Services cancels the appointment.
We allow any payment schedules for continuous service such as dog walking and pet visits in line with the client’s own payment schedule (i.e monthly, weekly, daily, bi-weekly ect)

Every care is taken to ensure pets’ comfort and safety, but all pets are accepted at the owner’s risk.
Metra Pet Services is insured for public liability, but owners remain liable for any damage or injury caused by their own pet.

Client information is stored securely and used only for business purposes in compliance with UK GDPR regulations.