We work from the average weight of the male and the female of each breed as adults: extra-small (under 5 kg), small (5-10 kg), medium (10-20 kg), large (20-35 kg) and extra-large (35-50 kg). We also classify each breed's typical coat into two types: short, and medium/long.

Each pet is groomed by a single groomer, and a dog that size normally needs two people to be handled properly. For the safety of both the groomer and the pet, we've set our limit at an average breed weight of 50 kg (the average of the adult male and female). These are the breeds we're sorry to say we can't take:

Boerboel, Greater Swiss Mountain Dog, Bullmastiff, Canis Panther, Cão de Castro Laboreiro, Dogue de Bordeaux, Tibetan Mastiff, Fila Brasileiro, Great Dane, Komondor, Landseer, Leonberger, Irish Wolfhound, American Mastiff, Spanish Mastiff, Giant Mastiff, English Mastiff, Neapolitan Mastiff, Tibetan Mastiff, Mucuchies, Caucasian Shepherd, Central Asian Shepherd, Shiloh Shepherd, King Shepherd, Romanian Bucovina Shepherd, Romanian Mioritic Shepherd, Pyrenean Mountain Dog, Moscow Watchdog, Presa Canario, Rottweiler, Saint Berdoodle, Saint Bernard, Newfoundland, Black Russian Terrier.

For weight reasons, we're sorry to say we can't take these breeds: Tibetan Mastiff, Komondor, Landseer, Leonberger, Irish Wolfhound, Spanish Mastiff, Tibetan Mastiff, Mucuchies, Caucasian Shepherd, Central Asian Shepherd, Shiloh Shepherd, King Shepherd, Romanian Bucovina Shepherd, Romanian Mioritic Shepherd, Pyrenean Mountain Dog, Moscow Watchdog, Saint Berdoodle, Saint Bernard, Newfoundland, Black Russian Terrier.

Of course. You can register every pet in your home, as long as they meet the requirements (a breed with an average weight under 50 kg). You do it during the booking process: when you get to your pet's details you can update them, or select "add pet" on the right to add another pet to your customer record. When you book a service you can then choose which pets we should groom and which service you want for each of them.

The most likely reason is that your pet's breed isn't one we can take on weight grounds, or that your address falls outside our current service area (north and north-west Madrid). Please check the breeds we can't groom and our service area.

We have close to 400 dog breeds on the list, translated into Spanish wherever possible, since some breeds keep their original name and have no translation. If you're not sure of the breed name, look it up online and see what it's called in Spanish. If you still can't find it, or your pet is a cross-breed, pick the breed with the closest characteristics instead.

Yes, we groom cats too, although for now we have fewer appointment slots for them than for dogs. We'll let you know as we start taking on other pets.

We only ask for the information about you and your pet that helps us give you the best possible service. Not all of it is compulsory, but it does help us get to know you both better.

When you register, we ask for your card details as part of the process, so you don't have to enter them again next time you book. We only charge for the services and products once the service is finished, never before, unless a charge applies under our booking change and cancellation policy.

Your card details are encrypted, meet the PCI DSS (Payment Card Industry Data Security Standard) requirements and are held on secure servers.

Once you've added the services you want, we ask whether you'd like to add anything else ("anything to add?"). Open the category dropdown and you'll see the different product categories, where you can pick whatever you'd like to buy.

If you need to change or cancel your appointment, please follow these steps:

1.- To cancel the appointment: Send us a WhatsApp on 682136401 or fill in and send the form you'll find at this link, choose "Cancel appointment" as the subject and give the date of the appointment you want to cancel in the message. We'll email you back to confirm the cancellation.
2.- To change the appointment: Appointments can't be changed directly, so cancel it first by following step 1, and once we've confirmed the cancellation, go back to www.coolpets.es to book a new appointment that fits your new plans.

IMPORTANT: Changing or cancelling an appointment on the day itself (from 00:00) leaves us unable to rearrange our route for that day, since bookings have to be made at least 1 day in advance. When that happens, we're sorry to say we have to apply a charge:

- If you change or cancel the appointment on the day itself (from 00:00 on the day of the appointment), we'll charge 40% of the price of the services you booked.
- If you don't turn up on the day without letting us know, we'll charge 100% of the price of the services you booked.

Send us a WhatsApp on 682136401 telling us who you are and what you'd like to change, or fill in the form at this link, change your details and send them back so we can update them. Remember that if you move house and your new address is outside the area of north Madrid we currently cover, we won't be able to serve you for the time being.

Yes. We offer both Discount Vouchers and Family Packs for bookings with more than one pet. You'll find all the details at this link

If you have a promotional code, you need to enter it while you're booking. Once you've chosen the day and time you'd like us to come, you'll reach the last page of the booking form, called "Personal Info", where you'll see a summary of your details. Scroll to the bottom of the page and you'll find a field called "Enter discount code", where you should enter it so it's applied before you send the booking. If you have any doubts, this link explains how to do it.

Depending on the breed, the service booked and how your pet behaves, it usually takes between 40 and 120 minutes.

Of course. You can schedule as many appointments as you need over the next 6 months, which is the best way to make sure you get the days and times that suit you. We'll send you a reminder as each appointment approaches.

We carry a small range of grooming products, hygiene items, accessories and toys for your pet, such as shampoo, brushes, leads or toys. Just add them when you book your service and we'll deliver them to your home on the day of your appointment.

Ask us about the products we carry when you book and we'll bring them with us.

Yes, we offer this for certain breeds (Schnauzer, Dachshund, Cocker Spaniel, and others). You can use the breed selector to check whether your pet's breed is included.

Yes, it's included with the bath, along with a number of other extras.

Yes, it's included with the bath, along with a number of other extras.

Yes, it's included both in the bath and maintenance service and in the bath and grooming service.

We'd love to, but we work with animals in a small space, and pets tend to get excited when they see their owners, which risks them hurting themselves on the equipment. Groomers use sharp tools during the service, and a pet moving around on the table is far more likely to get nicked or scratched. Please don't take it the wrong way if the groomer tells you that you can't stay in the van during the appointment: we only do it for your pet's safety. We'll be delighted to show you how modern our grooming salon on wheels is inside before we start.

No. Our vans are self-sufficient and carry everything we need: hot water, air conditioning and heating, lighting and electrical power to run all the equipment and tools, and a full range of products for every type of coat. The van stays parked outside your home and completely switched off while we groom your pet.

Of course. You're welcome to tip the groomer in cash if you'd like to.

Please tell us on your pet's registration form when you sign up, and we'll do everything we can, as long as the safety of our staff and of your pet isn't at risk. In some cases we may use a muzzle if it's needed to avoid bites. In any case, we reserve the right not to groom a pet if we see a potential danger to our staff. We also reserve the right to decide how to proceed if the coat is too badly matted and the only option is a full clip, or if the pet is unwell, very weak or recovering and grooming wouldn't be advisable.

We also reserve the right not to groom pets that arrive with a heavy parasite burden, where the sensible step is treatment by a vet first.

Yes. The working area is properly climate-controlled, so whatever the temperature outside, it's right for both the pet and the groomer. The water temperature is controlled too, so the whole experience is as pleasant and comfortable as possible.

After every service we clean the van and disinfect the tools, so everything is spotless for the next pet. At the end of the day we sanitise the whole area and sterilise the equipment thoroughly, leaving the van free of any microbiological load for the next day's work.

Dogs must be microchipped and vaccinated against rabies, the polyvalent vaccine and kennel cough.

We use top-quality, precision tools to get the best possible result. Our washing products are hypoallergenic, organic, vegan and sulphate-free.

Probably, and here's why:

• We give your pet individual, one-to-one attention for the whole appointment, which lowers their stress considerably: they're groomed exclusively and on their own turf.
• We run a modern fleet with the latest technology, tools and sustainability features. It arrives at your door on the day and at the time you choose, which lets us offer a completely individual, self-sufficient service, carried out with the van parked and switched off, with no exhaust fumes and no engine noise.
• Transparent, fixed prices based on breed and service, rather than open-ended hourly pricing, so there's no nasty surprise about the final bill.
• A very complete service: unlike other salons, we don't leave out basics such as nail trimming or anal gland expression and charge them as extras.
• Our purpose is to make your life easier and to move with the times: a complete service, convenient and simple to book from start to finish.
• A genuinely different service of the highest standard, so both you and your pet get an exclusive experience — you hand us the hassle of their care and keep the enjoyment.

You can reach us on WhatsApp, by calling 682136401 or through the form on our Contact page, and we'll get back to you as soon as we can.