Question 1

Deposits & Cancellations

Accepted Answer

All clients are required to pay a deposit. Deposits are transferrable-only. No refunds will be given in the event of a cancellation, however, the deposit can be transferred to another date.

If you or your cat are not present when we arrive for your appointment then your deposit is non-refundable. However, depending on the circumstances we may agree to apply your deposit to a re-scheduled appointment.

Divine Feline Scotland occasionally may need to cancel appointments in the event of an emergency. For example, if we discover fleas at an appointment and need to carry out our insecticide protocol before continuing grooming.
If an emergency arises clients will be offered to reschedule their appointment (with priority) or a full refund.

Question 2

Client Conduct

Accepted Answer

Please do not shout or scold your cat during a groom. If owners cause stress to their cat during a groom I hold the right to discontinue the groom.

Building your cat’s trust, finding out their handling toleration and grooming them safely all requires expert skill and focus. We always welcome owners talking to their cat/petting them for comfort during the groom, however, please refrain from trying to restrain them. We appreciate owners want to help, but allowing your cat to remain free and not feel restrained during their groom is a crucial element of our process.

Please do not disrupt the groom by distracting your cat e.g shaking toys or treats. We want them to really focus on understanding that grooming is not a scary or painful process and we need their full attention to be able to teach them this.

Please do not give your cat treats during the groom. Treating a cat at the end of the groom is interpreted as a reward and benefits the groom training process, whereas treating them during the groom can be misconstrued as being given a treat for wriggling/biting.

We appreciate all owners co-operation and trust in our holistic methods. We understand it is an emotional experience to have someone else handle your beloved cats and we will always treat them with as if they are one of our own.

Question 3

Liability

Accepted Answer

Although I am an experienced cat groomer, i need to make you aware that in extremely rare occurrences some treatments (eg. clipping, de-matting, shaving) may result in skin irritation, soreness and minor abrasions. 
If your cat needs matts removed they may occasionally get a small nick or graze from the clippers due to the closeness of matts to the skin, however these instances are rare. 
Fur clipping may also expose pre-existing skin conditions or issues of which you were not yet aware. I will point these out to you as soon as they become apparent. By consenting to me grooming your cat including these treatments you accept responsibility for such matters.

Question 4

Payment

Accepted Answer

Prices agreed at the time of booking will be honoured to the best of our ability but may vary if your pet’s circumstances are more severe than described upon booking.
Outstanding fees are payable in full on completion of the appointment (cash or bank transfer accepted).

Question 5

Cat Behaviour

Accepted Answer

A cat’s condition and temperament are significant factors in being able to groom them as per your booking requirements. If we attend and there are circumstances that have not been disclosed during booking which prevent the appointment going ahead (such as your cat having an injury or fleas), then we reserve the right not to continue. Your deposit will not be refunded.

We have never met a cat who wouldn’t tolerate our zero-restraint technique and regularly see owners shocked at how well their cat adapts to our cat-led grooming practices - where we take the time to figure our your cat’s unique touch sensitivities and behavioural reflexes.

For your peace of mind, however, if we decide in our professional opinion that your cat shows signs of not tolerating the groom (e.g panting/drooling) then you will only be charged your deposit fee and nothing further. 
You are more than welcome to request we return on another day to resume grooming in this instance, but you will not be charged an additional fee for this. Or you can decide to not have a follow-up appointment at all. Again, we have never had a cat respond this way and it is merely for client’s peace of mind before they see how our grooming techniques work!

We are feline first-aid trained and are experts in feline behaviour which enables us to carefully monitor your cat’s stress levels and read their cues. We will never force a cat to be groomed, we will only find out their handling toleration scale and work around it - it is a slow learning process but the results are worth it! And we are so grateful to have so many clients who have trusted this process and worked with us to help prove that gentle, holistic and zero-restraint grooming WORKS!​​

In some circumstances and with your agreement, a bite collar may be used to allow me to groom your pet safely. Please note that sedation is NEVER used and we NEVER muzzle a cat.

Question 6

Comfort Before Cosmetics

Accepted Answer

We operate under a “comfort before cosmetics” policy. This means we will always put the cats needs before the owners wants.

We will not cause pain or distress to an animal (eg trying to break very large matts) to make a groom “look better”.

We only ever carry out shaving if there is a medical reason to do so - such as extensive matting or skin sores. If we deem this the kindest & least stressful option for your cat then we will not negotiate other options which may cause unnecessary stress or discomfort to your cat.

Divine Feline Scotland groom cats ONLY to protect & maintain their health and happiness. We will never prioritise styling or aesthetics over a cat’s physical & mental wellbeing.

Please understand that we do not make these decisions lightly - we take expert care in determining the best approach to meet each cat’s individual needs in a gentle, holistic & empathetic manner.

Question 7

Children & Others Present

Accepted Answer

We welcome children of all ages watching and participating in the groom.
Grooming should be a positive experience for everyone! We have no problem with your little ones getting involved, helping us shampoo/brush your cat etc.
We ask that all parents be mindful of how their little ones react to the groom.
Sometimes they may dislike the noise of the clipper or become upset if the cat growls at us. In these circumstances we may ask for them to be taken to another room in order to limit distress to both them & your cat. We need a peaceful & positive environment to groom cats safely.

If friends or family members are present for the groom please ensure they are familiar with our client conduct policy and do not startle the cat.

Question 8

Zero Tolerance Policy

Accepted Answer

Divine Feline Scotland provides these services from the heart. We care for your cat as if they are our own. We take great care and consideration when working in a client’s home and we treat all clients with the upmost respect & kindness.

We expect this respect back when providing our services. We will not tolerate verbal or physical abuse in any manner and we hold the right to discontinue a groom with immediate ban from our services in these circumstances.

Divine Feline Scotland is proudly owned by a disabled woman. This means that reasonable adjustments are in place to ensure a safe working environment (e.g no morning appointments to allow for medication).
We will not tolerate ableism in any manner & hold the right to discontinue a groom with immediate ban from our services in the event of negative comments regarding these reasonable adjustments.

TERMS & CONDITIONS