Terms and Conditions
We kindly ask all clients to read and agree to the following terms and policies.
By booking an appointment with us, you confirm that you have read, understood, and agree to comply with these terms.
General Policies
Health & Vaccinations
Dogs must be fully vet-checked, vaccinated, flea, tick and worm treated, and microchipped. Please do not bring your dog if they have any contagious health issues.
Medical Disclosure
It is your responsibility to inform us of any medical conditions, injuries, allergies, medications, or behavioural concerns that may affect grooming. This information may influence how we groom your dog and how your dog may behave during the grooming process.
Failure to disclose relevant information may affect your dog’s safety, and we cannot be held liable for any issues arising from undisclosed or pre-existing conditions.
We will also inform you of any medical or behavioural concerns we observe during your dog’s appointment.
Consent & Forms
All owners must complete a client details form and consent form before the first appointment.
Premises Etiquette
Please do not enter the salon without an appointment or tap on the windows. This helps us keep dogs calm and safe.
Safe Arrival
All dogs must arrive on a secure lead or harness. We cannot accept responsibility for dogs not under proper control, especially near busy roads.
Parking
Avoid parking on double yellow lines. Limited drop-off parking may be available at your discretion.
Toilet Breaks
Please ensure your dog has had a short walk and toilet break before their appointment. Dogs that are uncomfortable may display behavioural issues during grooming.
Appointments & Cancellations
Punctuality
Arrive on time or 5–10 minutes early. A 10-minute grace period applies.
Late Arrivals
More than 15-20 minutes late and provided the dog is in a regular and not matted condition may result in a reduced Wash & Tidy service. The full groom price may still be charged as the appointment time has been reserved.
Cancellations
Please give at least 24–48 hours' notice. Less than 24 hours may incur a £20 fee to rebook.
No-Shows
Missed appointments without notice will be charged in full. Repeated missed appointments may result in refusal of future bookings.
Collection Times
Please ensure prompt collection of your dog unless a later time has been agreed in advance, as other dogs in the salon may become anxious around additional dogs.
Dematting Policy
Welfare First
We will not attempt heavy de-matting that causes pain or stress. Severely matted dogs will be clipped short for their comfort.
De-matting Limits
In line with the Animal Welfare Act 2006, de-matting will be limited to a maximum of 15 minutes to avoid unnecessary discomfort or suffering. If matting cannot be safely removed within this time, the coat will be clipped shorter.
Additional Charges
A de-matting fee will apply for coats requiring extra time and care.
Owner Responsibility
Regular brushing and grooming between appointments is essential to prevent matting.
Clip-Off Notice
Clipping a severely matted coat may reveal pre-existing skin conditions such as irritation, sores, redness, or sensitivity that were hidden beneath the matting.
Grooming & Health
Allergies & Skin Conditions
Inform us of any known allergies. We use gentle, cruelty-free products but cannot guarantee that reactions will not occur.
Treats
We use treats for positive reinforcement. Please inform us if you prefer we do not give treats.
Medical Conditions
We will not be financially or medically liable for any health problems identified during grooming, or for any pre-existing (short or long-term) conditions or injuries present prior to the appointment.
Grooming Risks
Grooming involves the use of sharp tools and handling of live animals that may move unexpectedly. While every care is taken, minor nicks, cuts, or scratches may occasionally occur.
Health Monitoring
If we notice any health concerns during grooming, we may record and share this information with you so it can be monitored or discussed with your veterinary practice if necessary.
Emergencies
In the event of an accidental injury or medical emergency during grooming, we will make every effort to contact you immediately.
If you cannot be reached and urgent care is required, we reserve the right to take your dog to our registered veterinary practice.
All veterinary treatment and associated costs remain the responsibility of the owner, and we do not accept liability for veterinary fees or medical expenses.
Behavioural Considerations
Aggressive Dogs
We may use a muzzle if necessary. Severe aggression may require sedation from a vet or discontinuation of the groom.
Anxious or Difficult Dogs
We work patiently and humanely; however, if a dog becomes unsafe, unmanageable, or highly distressed, the groom may be stopped at any time for welfare and safety reasons.
Charges may still apply for the time spent.
Fleas & Parasites
Flea Policy
Dogs must not be brought in with fleas or infestations.
If fleas, flea eggs, or parasites are found during the groom:
The groom may be stopped immediately
The full groom price may still be charged
A £20 salon cleaning/fumigation fee will be applied
This is to protect the salon environment and other dogs.
Ultrasonic Teeth Cleaning
Consent & Suitability
Teeth cleaning will only be carried out if the dog is assessed as comfortable and able to tolerate the procedure.
Limitations & Risks
Results may vary and multiple sessions may be required. Mild gum bleeding can occasionally occur.
The procedure is carried out at the owner’s risk, and any veterinary care or costs required remain the owner’s responsibility.
Breeding & Reproductive Health
Neutering Status
Please inform us if your dog is neutered.
Seasons & Pregnancy
Dogs in season should not attend grooming appointments and may need to be rescheduled.
Pregnant dogs will not be groomed to avoid unnecessary stress and risk.
Pricing
All prices are provided as estimates and may vary depending on your dog’s breed, size, coat condition, behaviour, and specific grooming requirements.
Additional charges may apply for extra services or circumstances as outlined in these Terms & Conditions.
Prices are subject to review and may increase periodically to reflect changes in business operating costs.