Terms, conditions & privacy

About these terms

These terms apply to grooms by 4 Paws Mobile Cat Spa – London, our specialist cat grooming service for inner London. The service is run by 4 Paws Mobile Spa Ltd. We groom cats only.

Cat examinations

During the grooming process, great care is taken to ensure the health of your cat. We will examine your cat for lumps, bumps and skin conditions before and during the grooming session.

4 Paws Mobile Spa Ltd is not liable for any pre-existing conditions or problems found during grooming. We will inform you of anything we find and advise you if we think a visit to your vet may be necessary.

If your cat has any medical issues, please let us know so that we can take this into account when they visit the spa.

We are happy to use medicated shampoos or apply any products your vet has prescribed. We are also happy to give tablets or administer medication prescribed by your vet.

Cat health

If your cat is unwell (e.g. vomiting, diarrhoea, sneezing or a runny nose) please let us know before we are due to visit you. This is both for their own comfort and the safety of our other feline clients. Please advise our staff of any change to your cat’s health or medical condition upon arrival so that we may update their file.

Our insurance

We have full Public Liability Insurance. Full details are available on request.

De-matting fur

We will not brush out matting as it may cause pain to your cat. Matted fur may result in us having to clip close to the skin. Removing a heavily matted coat increases the risk of nicks, cuts, or abrasions due to warts, moles, or skin folds trapped in the mats. Heavy matting can also trap moisture near the skin allowing mould, fungus, or bacteria to grow, revealing skin irritations that existed prior to the grooming process.

After effects of matt removal procedures can include itchiness, skin redness, self-inflicted irritations or abrasions. Clipped cats are also prone to sunburn and should be kept out of strong sun until the fur grows back sufficiently to protect the skin. It is our policy to clip off a cat’s coat only once in order to make the cat comfortable and to start re-building the coat. De-matting can be unpleasant for your cat, so after the clipping process you should be able to maintain your cat’s coat between grooming appointments. 4 Paws Mobile Spa Ltd reserves the right to refuse grooming if your cat becomes heavily matted again after the initial de-matting.

Cats with heavy matting will have to be clipped short. You agree that 4 Paws Mobile Spa will not be held responsible for any side effects this may cause. We will agree this with you before we start.

You agree to pay all costs for grooming your cat, including the extra cost of de-matting (we charge from £10 extra for matted cats) whether or not we are able to complete the work.

Fleas

Please note that cats with fleas cannot be accepted. If your cat has fleas, please treat them before we visit you. Should your cat have an infestation which is discovered after the groom has started, a flea surcharge of £25 will apply. (This covers the cost of bathing your cat using an insecticidal shampoo and of cleaning and treating the spa.)

Cancellations / Missed appointments / Parking

In the event of missed appointments or no shows a charge of 100% of the grooming fee will be payable. The same charge will apply if we are unable to park close to your home or if there is any reason beyond our control which prevents us from completing the groom.

If you do need to cancel, please notify us during office hours (our office working hours are Monday to Friday 9.00 - 17.00, and please be aware that emails and voice messages are not monitored outside these hours). If notice of cancellation is received less than one full working day before the appointed time, 100% of the grooming fee will be payable and if notice is received between one and two full working days prior to the appointed time, 50% of the grooming fee will be payable. If an appointment is made less than one working day in advance it will not be cancellable without payment of the full grooming fee.

We take a £20 deposit for each cat to secure the appointment. The deposit is non-refundable, this is the case with moving or cancelling the appointment.

Please keep your cat securely in the house until we arrive, and have them ready in a secure cat carrier. We will charge for a missed appointment if your cat has been let out.

Our London spas are compact, all-electric vans that carry their own power, so we don’t need to plug into your home.

Please call us if you need to change your booking. We will always try and fit in with you. We need to park legally, as close to your door as we can, and we will ask about parking when you book. If the parking outside your address is in a paid parking zone and you are unable to provide us with either a visitor’s parking permit or pre-paid parking, the cost of any parking will be added to the cost of the groom. We cannot park illegally.

Our groomers

Our number one priority is your cat’s welfare. All our London cat groomers have a background in feline care and are trained by 4 Paws. 4 Paws Mobile Spa Ltd reserves the right to refuse to groom aggressive or difficult cats or those with behaviour problems. You must inform us if your cat is known to be aggressive or has ever bitten or scratched anyone. We are able to handle difficult cats, but only if we are aware and prepared.

If a cat is very traumatised or stressed during the grooming process, we will stop the service. We don’t sedate cats, but we’ll work with your vet should sedation be needed. Please let us know ahead of time so we can co-ordinate the process.

Grooming procedures can sometimes be stressful, especially for a senior cat or a cat with health problems. Grooming may expose hidden medical conditions or aggravate existing ones during or after the grooming process. Because stressed cats and cats with health problems have a much greater chance of injury, these cats will be groomed for cleanliness and comfort, in styles that will not add to their stress.

If we need to stop the groom because the cat is too stressed or behaving too aggressively, the full grooming fee will still be payable.

Health & Safety

We groom one cat at a time, and only cats. We are unable to have clients in the spa during the groom as we are not covered by insurance.

Aggressive cats

If your cat bites or injures a member of 4 Paws’ staff before, during or after their grooming appointment, you will be liable for any costs incurred by the company including any staff sick leave resulting from their injuries. Please let us know at the time of booking if your cat has any behavioural issues.

Appointments

We plan our day’s appointments very carefully but there are times when we can arrive a little earlier or later than the appointed time. This depends on how straightforward previous grooms have been and on London traffic. Therefore, the times we give are approximate. Please be available for the hand overs at the beginning and end of the groom. Please let the groomer know on arrival how you would like your cat groomed (length, style etc.). At the end of the session the groomer will hand your cat back and ask if you are happy with the groom. If you would like anything changed, please let the groomer know at the time of the groom as we are not able to revisit for alterations.

Safety

Please provide a secure and safe cat carrier for your cat to be carried to and from the spa. We are unable to groom any cats who are not presented in a secure carrier. Doors are closed before a carrier is opened, every time.

London Cat Care Plans

London Cat Care Plans, coming in 2027, are a monthly subscription that covers your cat’s grooming needs for the year, with appointments programmed at the right interval for their coat. The full terms of a care plan, including how payments, changes and cancellations work, will be given to you before you join.

Payment

We accept debit cards and all major credit cards. We do not accept cheques or cash. We take card details over the phone at time of booking with a £20 non-refundable deposit per cat. We will not process the full payment until the groom has been completed. Your card details are stored on file securely by Adyen or Square, our card service providers. We have no access to sensitive financial information.

Privacy Notice

This notice explains how we look after your personal information, in line with UK data protection law (UK GDPR). It is effective from 7 October 2026. We may update it from time to time and will let clients know if we make any significant changes.

Who we are

4 Paws Mobile Cat Spa – London is run by 4 Paws Mobile Spa Ltd (company number 08261043), which also runs 4 Paws Mobile Spa and 4 Paws Boutique Spa and is responsible for your personal information. You can contact us on 0330 100 1033 or at info@4pawsmobilespa.com.

What we collect

We may collect and store the following information:

• Name and address of customer.
• Contact information (including phone number and email address).
• Address or postcode where we need to groom the cat.
• Cat details including name, breed, age, coat type and any health or behaviour notes you give us.
• If you register your interest: your postcode, how many cats you have, their coat type, whether you’re interested in a care plan, and how you heard about us.

How we use your information

We use your information to book and carry out grooms, take payment, and send appointment reminders and other messages about your bookings. We need it to provide the service you’ve asked for.

If you register your interest, we use your details to contact you about the London launch and London Cat Care Plans, as you’ve asked us to, and to plan which areas we cover first. You can ask us to stop at any time.

Offers and reminders

We may also email or text you about grooming offers, rebooking reminders and news from 4 Paws. We do this because you’re one of our clients and we’d like to keep in touch (our legitimate interests).

If you’d rather not receive these, just tell us when you book, or at any time later: reply STOP to a text, click “unsubscribe” in an email, or contact us. Opting out won’t affect your bookings or appointment reminders.

Who we share it with

We never sell your information or pass it to other companies for their marketing. We use trusted providers to run our business, and they only use your information on our behalf: MoeGo for bookings, Adyen or Square for payments, Mailchimp for emails, and Web3Forms to deliver the register-interest form to us. Some of these providers are based outside the UK, and where they are, safeguards are in place to protect your data.

How we handle credit and debit card details

We do not hold or store, nor do we have access to, any credit or debit card details. Any such information is held securely by Adyen or Square, our payment processors.

How long we keep it

We keep your information while you’re a client, and for up to 6 years after your last appointment for our accounts and records. If you’ve only registered your interest, we keep your details until you ask us to remove them, or until we no longer need them for the London launch.

Your rights

You can ask to see, correct or delete the information we hold about you, or object to marketing, at any time. Just call us on 0330 100 1033 or email info@4pawsmobilespa.com.

If you’re unhappy with how we’ve handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk.

Cookies

Our website, www.catgrooming.london, uses a small technical cookie set by our website host, Wix, which it needs to work. We don’t use analytics or advertising cookies on it. If we add them in future, we’ll only set them if you give your permission.

Our online booking pages are run by MoeGo, which sets its own cookies there under its own cookie policy. Our social media pages have their own cookie policies too.