Updated on December 9, 2025
1. Scope of the Terms
These terms apply when a consumer customer (hereinafter “Customer”) purchases animal care services from BONJOUR Koiratrimmaamo & Co Oy (hereinafter “BONJOUR”) for companion or hobby animals, such as grooming, hand-stripping, washing, nail trimming, or other coat care or wellness-related services (hereinafter “Service”). BONJOUR does not provide veterinary or medical services.
2. Agreement on the Service
The Customer can book an appointment for the Service through the booking system, by phone, email, text message, or other methods offered by BONJOUR. The specific details of the Service are agreed upon either at the time of booking or at the latest when the animal is brought for the Service. BONJOUR will perform the Service in accordance with what was agreed upon when the animal was brought in.
3. Service Performance
BONJOUR will perform the Service at the agreed time with appropriate care and professionalism. If the Customer has chosen a specific service provider and that service provider is unavailable, BONJOUR has the right to perform the Service at the agreed time by another available service provider. If BONJOUR cannot find available capacity to perform the Service, the appointment will be canceled and rescheduled.
BONJOUR reserves the right, at its discretion, to refuse to perform the Service if the animal is used as a police dog, military or border guard dog, guard dog, herding dog, sled dog, guide dog, assistance dog, or for similar purposes where there may be a profit motive or where the animal may have a different significance to the owner than what a pet typically has.
BONJOUR also reserves the right to refuse to perform the service if it deems that the animal cannot be safely or healthily treated for the service. If the performance of the service may cause the animal pain, danger, or harm to its well-being, BONJOUR may suspend or refuse to perform the service. This also applies in cases where the animal’s behavior, health, or other circumstances prevent the safe and proper execution of the service.
4. Responsibility for Service Performance
All our services are always performed individually, professionally, and with care. The Customer assures that they have reviewed the service descriptions and accepts that the results may vary depending on individual factors such as the animal’s behavior, coat condition, or other influencing factors.
The Customer understands that results cannot always be predicted or guaranteed, and the final result may differ from what could have been achieved if all conditions had been ideal.
The Customer agrees to follow any recommendations, such as reserving additional time to achieve the best results and prevent complications. These recommendations may include tips on coat care frequency, considering the animal’s behavior during grooming, or other measures to promote the animal’s well-being and the success of the service.
The Customer is responsible for providing accurate and up-to-date information about the animal’s health and behavior that may affect the performance or safety of the service. If the service requires special attention, such as allergy tests or a veterinarian’s evaluation, the Customer must ensure the suitability of the service before making a booking.
BONJOUR is not responsible for damage caused by insufficient, incorrect, or outdated information. The Customer accepts that there are always risks in the services that cannot be fully anticipated, although BONJOUR always strives to ensure the best possible outcome.
5. Service Providers
At BONJOUR, the Service providers are professionals in animal coat care and wellness who operate as independent practitioners and entrepreneurs. They are not employed by BONJOUR but operate as separate parties in relation to the customer.
The Customer understands and accepts this, and is aware that in case of a complaint, the responsibility for the complaint ultimately lies with the independent practitioner, not with BONJOUR Koiratrimmaamo.
6. Customer’s Obligations
The Customer is responsible for ensuring that:
a) The information provided for performing the Service, including the Customer’s contact details, is accurate.
b) The animal does not have parasites or contagious diseases when brought for the Service. If the animal has had a contagious disease or is found to have parasites, the Customer is fully responsible for any costs or damages incurred by BONJOUR or third parties.
c) The animal is suitable for the Service (e.g., based on its behavior), and that all necessary information that may affect the performance of the Service has been provided. This information may include behavioral issues or the presence of heart or hip conditions, or other health issues that are not contagious but may affect the performance of the Service.
d) The animal has current vaccinations according to the Finnish Food Safety Authority (Evira) recommendations.
e) The Customer has ownership rights over the animal or otherwise has legal rights to request the Service for the animal.
f) The Customer or their authorized person picks up the animal at the agreed time. If the Customer is delayed, they must immediately inform BONJOUR of the delay, and BONJOUR has the right to charge the Customer for any costs incurred due to the delay, such as storage costs for the animal. A delay of each commenced half-hour will incur a fee of €35. However, BONJOUR is under no obligation to keep the animal if it is not picked up. If the Customer fails to pick up the animal on the agreed day during the operating hours of the service point, BONJOUR has the right to treat the animal as a stray (e.g., deliver it to a legal holding facility). The Customer is responsible for any related costs.
7. Prices
BONJOUR may provide the Customer with an indicative price when booking the Service. However, the final price will be determined according to BONJOUR’s currently applicable pricing criteria, unless a fixed price has been separately agreed with the Customer. The price provided via the website or booking system is the starting price, and if additional time is required to perform the service, such as for detangling or behavioral reasons, these extra times will be charged separately. If the time reserved for the Service is sufficient for performing the Service, but the Service cannot be completed due to reasons related to the animal (e.g., the animal’s exceptional behavior), BONJOUR has the right to charge the full price for the Service.
If the service cannot be completed due to the Customer’s delay, BONJOUR has the right to charge the full price for the Service. In cases of delay, the Customer should be aware that the final result may not be as expected if the appropriate time for the service was not available. BONJOUR is not responsible for any deficiencies in the final result in such cases. In case of delays, the Customer may need to book a new paid appointment for final finishing, unless the situation allows for extending the time already at the location.
8. Additional Work and Care Adjustments
If BONJOUR observes that additional work, such as detangling, is necessary during the performance of the Service, BONJOUR will attempt to contact the Customer by phone to ask for permission to carry out the additional work. If the Customer cannot be reached, BONJOUR has the right to perform the additional work without the Customer’s permission and charge the Customer, provided that the maximum price given is not exceeded, and the costs for the additional work are reasonable in relation to the price of the Service or the estimate provided. For clarity, BONJOUR is not obligated to perform additional work, even if it is deemed necessary.
If the Customer requests a longer coat style but, during grooming, it is found that the coat is significantly matted or full of tangles, making the longer style impossible, BONJOUR will attempt to contact the Customer by phone and ask for permission to trim the coat shorter. If the Customer cannot be reached, BONJOUR has the right to proceed with a shorter style without the Customer’s permission, which may be the best solution for the animal’s well-being in such a situation.
9. Payment Terms
The Customer must pay for the Service no later than the agreed time of picking up the animal. If the Customer fails to pay for the Service at the agreed time, the Customer must pay interest on the overdue amount in accordance with the applicable interest law and compensate BONJOUR for any reasonable and necessary costs incurred in debt collection.
10. Cancellations, Appointment Transfers, or No-shows
The Customer must cancel their appointment for the Service at least 24 hours before the scheduled time. If the booking is canceled later than 24 hours before the scheduled time, BONJOUR has the right to charge the Customer 50% of the reserved service price. This applies also to illness-related cancellations and completely unused or un-canceled services. Please note that bookings made within 24 hours are always binding.
In the case of sudden illness, the appointment can be transferred free of charge once. The transfer must be made immediately, no later than five days after the canceled appointment. The appointment can be transferred no more than ten days after the original booking. The transfer must be made to the same service provider as originally scheduled. An appointment transferred due to illness cannot be further transferred or canceled free of charge. If the appointment is canceled due to illness less than 24 hours before the scheduled time, a doctor’s certificate must be provided. If the appointment is canceled after the service has already started, it will not be considered canceled, and 50% of the service(s) will be charged. If a new time is not booked within five days and up to ten days from the original appointment, it will not be considered transferred according to the terms, and the original appointment will be treated as a no-show, and 50% of the service price will be charged. If the Customer cancels the transferred appointment due to illness, it will not be considered a transferred appointment, and the original appointment will be treated as a no-show, and 50% of the service price will be charged. Outside customer service hours (customer service hours are weekdays 8:00–16:00), illness-related cancellations must be reported promptly via email to asiakaspalvelu@bonjourkoiratrimmaamo.fi
11. Animal Illness, Injury, and Other Issues
The Customer or the animal’s owner is responsible for any damage caused to the animal by illness, injury, death, disappearance, or other reasons (e.g., escaping), unless the damage is caused by BONJOUR’s negligence or willful misconduct. If the animal becomes ill or injured or if other issues arise, BONJOUR will attempt to contact the Customer using the contact details provided. The Customer is responsible for ensuring they are reachable during the Service. BONJOUR has the right, but not the obligation, to take the animal to a veterinarian of its choice for treatment. BONJOUR also has the right to charge the Customer for any veterinary care, medication, and transportation costs, unless the damage was caused by BONJOUR’s negligence or willful misconduct. Additionally, BONJOUR has the right to stop performing the Service and request the owner to pick up the animal as soon as possible if the Service cannot be safely performed due to the animal (e.g., due to the animal’s behavior). BONJOUR still has the right to charge the Customer for the Service as described in the “Prices” section.
12. Damage Caused by the Animal
The Customer is fully responsible for any damage caused by the animal to property or persons, except when the damage is caused by BONJOUR’s negligence or willful misconduct.
13. Defects and Limitation of Liability
BONJOUR is responsible for defects in the Service in accordance with the applicable consumer protection laws. If the Customer detects a defect, the Customer must file a complaint with BONJOUR immediately at the scheduled pick-up time and no later than seven (7) days after the pick-up time. BONJOUR’s liability for any damage caused to the animal in connection with the Service is limited to the purchase value of the animal (the amount paid by the owner to the seller at the time of purchase), unless mandatory legislation dictates otherwise. BONJOUR is not responsible for any indirect damages caused by the Service or its defects, except where the damage is due to BONJOUR’s negligence or willful misconduct.
14. Complaints and Quality Control
Consumer protection law requires the Customer to complain about defects to the seller without delay and provide evidence (e.g., photos or an in-person visit to the store) that a defect has occurred. The seller is obligated to correct the defect within a reasonable time and has the right to correct the defect without delay.
Feedback should be sent via email to asiakaspalvelu@bonjourkoiratrimmaamo.fi. You can book a correction appointment within seven business days after the visit, and the defect will be corrected within the next five business days. Later bookings will not be considered a correction of the defect. The correction of a defect only refers to the immediate correction of a recently made incorrect service/work. Gift cards, free subsequent visits, or discounts for another service do not qualify as corrections of the current defect. If the service has reached the normal appointment interval, i.e., when the service should already have been renewed according to the usual schedule, a previous error does not justify a free follow-up visit. Correcting the defect does not mean “two for the price of one.” According to consumer protection law, correcting the defect within a reasonable time by the seller is always the primary option for defect-related issues. If you refuse the correction of the defect, you forfeit your right to complain.
15. Personal Data
BONJOUR processes the Customer’s personal data in accordance with the applicable data protection legislation. Information about the use of personal data by the booking service used by BONJOUR can be found in DigitalBookers’ privacy policy: https://support.digitalbooker.com/fi/privacy.
16. Marketing
The Customer may receive customer-related communications and/or promotional content regarding BONJOUR’s services.
17. Photographs and Videos
With the Customer’s consent and without any compensation to the Customer, BONJOUR may take photos and/or videos of the animal and use them for communication and marketing purposes in media of its choice, including the internet and social media. BONJOUR is not obligated to disclose the name of the animal or its owner when using the photos and/or videos.