Terms & Conditions
1. We appreciate 48 hours’ notice if you need to cancel your appointment. If you cancel with less than 48 hours notice your deposit will be kept/charged (£20) and advance payment will be needed to secure your next appointment. If you cancel on the same day or you do not turn up at all without any contact, then the full price of the groom will be needed before booking in again, plus advanced payment for the next groom.
2. Deposit Policy:
A non-refundable deposit of £20 is required to confirm your grooming appointment. The deposit can come off the total price of the groom or be carried over to the next appointment.
The deposit must be paid within 24 hours of booking.
If you are unable to pay the deposit within the 24-hour period, please notify us as soon as possible. We may consider extending the payment deadline if agreed upon.
Deposits can be paid via bank transfer or by card using stripe. You will receive at email with instructions upon booking with details to do this.
Please use your dog's name as a reference especially if the payment will come from a name other that the one on the booking.
Your grooming appointment will be confirmed once the deposit has been received.
Failure to pay the deposit within the specified timeframe may result in cancellation of your appointment.
If the deposit is not paid within the agreed timeframe and no prior communication has been made, your appointment may be cancelled, and the slot may be made available to other clients.
The deposit is non-refundable. In case of cancellation by the client without proper notice, the deposit will not be returned. Exceptions may be considered on a case-by-case basis at our discretion.
If you need to reschedule your appointment, please notify us at least 48 hours in advance. Failure to provide sufficient notice may result in the loss of the deposit.
The remaining balance for the grooming service is due on the day of the appointment.
By paying the deposit, you acknowledge that you have read, understood, and agree to these terms and conditions.
3. Please stick to the appointment time specified upon booking. We operate on a one-to-one basis which is a premium grooming service, this ensures that your pet is given 100% of his or her groomer's attention throughout the appointment period. Please collect within 30 minutes of being notified that your pet is ready. A charge of £5 per 15 minutes over this time may be applied to your total if you are late.
4. Matted Coats. We do not offer a de-matting service, in compliance with Animal Welfare Act (2007) section 5. Which states that 'All animals are to be protected from pain, injury, suffering and disease'. Attempting to brush out heavy matting would lead to a great deal of discomfort and pain for a dog. De-matting also damages the fur/hair causing it to be more prone to matting in the future. We will at all times advise clipping to remove the matted and damaged coat and starting afresh. Where pets are heavily matted, an extra charge of £10 will apply on top of their regular groom price.
5. Flea Policy – Any dog found to have fleas will go straight into a flea-bath with special shampoo to remove the fleas. The salon will also need to be treated to prevent cross contamination therefore we may make a surcharge of £10 per dog to cover the extra costs involved. You will be advised to treat your pet and your home environment to eradicate the problem.
6. Aggressive dogs. While we have a great deal of experience and success in the grooming of difficult dogs, we reserve the right to halt the grooming process should a dog become aggressive to the point of being a danger to us or to his or herself. Full or part of the grooming charge may apply. Please make sure to inform us of any behavioural issues that you are aware of regarding the grooming process. This will not mean you will be turned away but will enable us to be prepared and adapt the groom to your dogs needs.
7. Pre-existing conditions. Please make sure you make us aware of any medical conditions your dog may have. Your groomer may uncover evidence of a health issue while grooming your pet and will always advise you of any further recommended actions i.e. visit to the vet etc.
8. We groom each dog to the owner's specifications, as far as the dog will tolerate and the coat condition and type allows. We will always place a dog's welfare, safety and peace of mind above adherence to a particular style. In case of being unable for any reason to groom to the exact style wished by the owner, we will endeavour to contact the owner and agree upon a suitable alternative style.
9. Every dog is an individual and we will text or call you once your pet’s appointment is completed. If you happen to arrive before we have contacted you, please wait outside/in your car until we contact you so as to not disturb you dog.
10. If you are sending your pet in with a friend or family member, please send written instructions or give us a quick call or text to confirm your requirement. This eliminates any confusion which can occur when receiving a client wishes 'second hand'.
11. Photographs/Videos. We take photos/videos of each dog before, during and after the groom, which we keep on file to assist us in future grooms. We may use some photos/videos in advertising our service and/or post to our social media sites. Most clients enjoy seeing their pet featured. Please let us know beforehand if you do not wish your pet's photos to be made public. Please also let us know if you would not like their name included with the photo.
12. Pet Records. Please provide a thorough account of any health issues, allergies or behavioural challenges appertaining to your dog. These notes are very valuable to us to give us a clear picture of the background before we begin to groom.
13. Alterations. If, after the groom is complete, there is anything about the groom that you would like altered, please advise your groomer accordingly before you leave the salon. We are never offended by timely requests to make minor changes, so please ask.
14. Please ensure that your pet has been to the toilet before arriving at the salon. We know accidents happen but any help to limit this is appreciated.
15. Tipping your groomer. Tips are never expected – but always appreciated.