Terms and conditions

The service is provided by TOUTOU SRL (“La Maison Toutou”), Rue Pierre Timmermans 14, 1090 Jette, Belgium, company and VAT number BE 0426 464 755, info@lamaisontoutou.be, 02 425 07 17. See also our legal notice.

• Creating an account is free and reserved for adults.
• You undertake to provide accurate information and keep it up to date (phone, email, information about your pet).
• You are responsible for keeping your password confidential and for the use of your account. In case of fraudulent use, notify us without delay.
• We may suspend or refuse an account or a booking for a legitimate reason (false information, abuse, unpaid amount, behaviour of an animal that has posed a danger).

We offer dog and cat grooming and related care, according to the catalogue shown in the application. All prices are in euros, VAT included.

The price of a grooming depends on size, breed, coat condition and the time needed: amounts shown as “from” or as a range are indicative. The final price is confirmed at the salon after examining the animal; the deposit already paid is deducted from the final price. Some quick services (claw clipping, fitting of false claws) are paid online at their announced price; any supplements mentioned (e.g. supplies) are paid at the salon.

• You choose your pet, the service, the date and time, check the summary, then accept the conditions.
• The deposit (or the price of the service when it is payable online) is paid by card, via Stripe.
• A booking is only confirmed after payment: you then receive a confirmation email. If the time slot is no longer available at the time of confirmation, the amount is not charged (or is refunded to you) and we let you know.
• A booking request that is not paid within a short time is abandoned and the time slot is released.
• Durations and the number of time slots depend on the breed and the service; a large dog may need several time slots.

The deadlines and conditions for cancellation, deposit refunds, lateness and no-shows are detailed on the Terms & payment page. Changes of date, time or service are made by phone on 02 425 07 17; cancellation can be done in the application within the deadlines provided.

When you book at a distance as a consumer, you have in principle 14 days from the conclusion of the contract to withdraw without giving a reason, by notifying us by email at info@lamaisontoutou.be.

By booking an appointment for a specific date, you expressly request that the service be performed on that date, including if it takes place before the 14-day period has ended. If you withdraw after making this request, you must pay an amount proportionate to what has already been provided; the right of withdrawal can no longer be exercised once the service has been fully performed.

This right is in addition to the cancellation rules described above and does not replace them.

• You inform us of anything relevant: health problems, behaviour (fear, biting), ongoing treatment. An animal declared as a “biter” may require prior agreement with the salon.
• A cat with fleas is not accepted.
• For the safety of the animal and of our team, we may refuse or interrupt a service if it poses a risk; refund conditions are then assessed according to the circumstances.

We take all the care of a diligent professional with each animal. Our liability is not engaged for the consequences of inaccurate or omitted information about the animal's health or behaviour, nor for events beyond our control. Nothing in these terms excludes or limits our liability for wilful misconduct, gross negligence or personal injury, nor in cases where the law does not allow it to be excluded; your consumer rights remain intact.

We do not guarantee uninterrupted access to the application: it may be temporarily unavailable (maintenance, technical incident). This does not affect bookings that are already confirmed.

• Points are awarded for each animal actually groomed (completed appointment), according to the scale in force shown in the application.
• Points have no monetary value, are neither refundable nor transferable, and can be exchanged for gifts from the catalogue, subject to available stock; an exchanged gift is collected at the salon.
• We may change the scale or the catalogue, or end the programme; points already earned remain usable for a reasonable period announced in advance.
• Any fraud or attempt to obtain points unduly may result in their cancellation.

You undertake to use the application fairly (no attempt at unauthorised access, disruption or fictitious bookings). The content and code of the application are protected (see the legal notice); you have a personal, non-exclusive right of use.

The processing of your data is described in our privacy policy, which also explains the use of cookies.

For any complaint, write to us at info@lamaisontoutou.be or call 02 425 07 17: we reply promptly. If no amicable solution is found, you may turn to the Belgian Consumer Mediation Service (mediationconsommateur.be).

These terms are governed by Belgian law. The Belgian courts have jurisdiction according to the legal rules, without prejudice to the consumer's right to bring proceedings before the courts of their place of residence where the law provides for it. These terms are drafted in French and are also provided in Dutch and English.

We may change these terms. The version that applies to a booking is the one in force at the time you confirm it; later changes do not apply to bookings already concluded.