Terms & Conditions
Booking Fees:
A £15 booking fee is required to secure all bookings and is deducted from the final groom price.
A link to pay this will be sent via email and must be paid within 48 hours or your appointment may be cancelled.
Booking Fees are refundable where at least 24 hours' notice is provided.
Payment:
Payment is due on collection of the pet and must be made in full before release.
Accepted payment methods include cash and card.
Price will be discussed during drop off. You may be charged more than the price listed at the time of booking depending on your dog's size, coat condition (i.e matting, compaction), behaviour (where grooms need extra time or use extra resources) or for stylised grooms that require more time.
Cancellation:
A minimum of 24 hours' notice is required to cancel an appointment.
Cancellations made with less than 24 hours' notice will result in loss of booking fee.
Rescheduling:
Requests to reschedule must be made with at least 24 hours' notice.
Rescheduling requests made with less than 24 hours' notice may be treated as a cancellation and charged accordingly.
Missed Appointments (No-Shows):
Failure to attend an appointment without notice will result in forfeiture of your booking fee.
Repeated no-shows may lead to refusal of future bookings.
Fleas and Parasites:
All pets must arrive free from fleas and parasites.
If fleas are identified during the groom, we will use a flea shampoo on your dog and an additional fee of £15 will apply to cover the cost of the shampoo and deep cleaning required.
Health of Your Pet:
Pets must be fit and well to be groomed.
You must inform us of any health conditions, allergies, or sensitivities that may affect the groom.
We reserve the right to refuse or stop a groom where health concerns are identified.
Behaviour:
If a pet displays aggressive or distressed behaviour that poses a risk to either the groomer or the dog, the groom may be stopped.
Full or partial charges may apply for work already carried out.
Matting:
Coat condition is assessed at the start of the groom.
In cases of severe or all-over matting, where attempting to brush them out would be detrimental to the dog’s well-being, your dog will need to be clipped short.
This will be discussed prior to the groom.
If matting is found after the groom has started, we will attempt to contact you to let you know before shaving. If we cannot contact you in a reasonable time, we will take the course of action we professionally consider best for your dog.
An extra cost of between £10 and £20, depending on size and severity, will be charged for matted clip-offs due to the time required and the extra wear and tear on our equipment.
Small patches of light matting may be able to be brushed out but this depends on the severity and your dogs’ tolerance of the process.
In accordance with the Animal Welfare Act, we will not spend more than 15 minutes on de-matting.
An extra cost of £10 will be charged for 15 minutes of de-matting.
Due to the nature of matting, there are risks such as cuts, sores or abrasions when shaving and this may result in irritable itchy red skin. There is also the chance of an unnoticed, existing sore, skin condition or injury being uncovered during the removal of matting. Haematomas or bruising are another potential risk when removing severe matting due to the sudden return of blood flow to affected areas.
We accept no responsibility for any of the above conditions occurring due to removal of matting. We are happy to advise on ways to look after your dogs’ skin after being shaved and to work with you to find the best routine to avoid your dogs’ coat returning to this condition again.
Late Collection:
Pets must be collected at the agreed time.
Late collection will incur a charge of £5 per 15 minutes past the agreed collection time. Continued late collection may result in refusal of future bookings.
Late Drop-Off:
Clients must arrive at the scheduled appointment time. If you are running late, please contact the salon as soon as possible. We will do our best to accommodate late arrivals, but this cannot be guaranteed.
Appointments delayed by more than 15 minutes may need to be rescheduled. This will result in the loss of your booking fee and may incur a missed appointment fee.
Early Drop-Off:
Early drop-off may be permitted by prior arrangement only.
Unarranged early drop-offs may be refused.
Accidents:
Although extremely unlikely, accidents or medical events can happen during the grooming process. In the event of an accident or serious medical issue that arises during your dog's grooming session, we will contact you immediately and seek emergency veterinary treatment when necessary. You will be responsible for all costs incurred for this unless we are deemed at fault - we will always work with you in a professional and fair manner in the case of these events.
Complaints & Feedback:
Any complaints must be submitted in writing within 48 hours of the appointment, including supporting details or photographs where relevant. We ask that you come directly to us before turning to social media or third-party platforms to allow us a chance to rectify any issues.
All complaints will be reviewed professionally and fairly. Where appropriate, a re-groom, a partial refund, or a credit may be offered at our discretion.
Your Responsibility for Your Pet Until They Have Been Handed Over:
You are responsible for your pet's safety and behaviour until they have been formally handed over to the groomer.
If your dog is reactive, nervous, or aggressive around other dogs or people, you must inform us in advance and take extra care when entering and leaving the salon. You may be asked to wait outside or in your vehicle until it is safe to enter the premises.
Owners are responsible for ensuring doors and gates are properly closed when entering or leaving the premises to prevent pets from escaping and to maintain a safe environment for all animals in the salon.
Pet owners remain responsible for their dog's behaviour while on the premises before and after the grooming appointment and may be liable for any injury or damage caused.
General Salon Etiquette:
All dogs must be kept on a secure lead when arriving at and leaving the salon premises to ensure the safety of pets, clients and staff.
Clients must park respectfully and considerately when dropping off or collecting their pet, without blocking driveways, access routes, or neighbouring properties.
Owners are responsible for cleaning up after their dogs when bringing them to and collecting them from the salon premises. Any fouling must be cleared immediately to maintain a clean and safe environment for clients, pets and staff. We are happy to provide you with waste bags free of charge.
Agreement:
By booking an appointment, you confirm that you have read, understood, and agree to these Terms and Conditions.