Booking Fees
A £20 booking fee is required to secure all bookings and is deducted from the final groom price. Booking Fees are refundable where at least 48 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.
Late Payment
Where payment is not received on the same day as the appointment, a late payment fee of 10% of the outstanding balance will be applied. Outstanding balances will result in refusal of future bookings.
Cancellation
A minimum of 48 hours' notice is required to cancel an appointment. Cancellations made with less than 48 hours' notice will result in the full groom charge.
Cancellation Notice Period
Where a cancellation notice period is stated in these Terms and Conditions (for example, 24, 48 or 72 hours), this is calculated using calendar time. The required notice must be received the stated number of hours before the scheduled appointment time. If sufficient notice is not provided, the cancellation, late cancellation or no-show charges set out in these Terms and Conditions may apply.
Rescheduling
Requests to reschedule must be made with at least 48 hours' notice. Rescheduling requests made with less than 48 hours' notice will be treated as a cancellation and charged accordingly.
Missed Appointments (No-Shows)
Failure to attend an appointment without notice will result in the full groom charge. Repeated no-shows will result in refusal of future bookings.
Matting
Coat condition is assessed at the start of the groom. Severely matted coats may require clipping short to maintain the welfare of the dog. An additional matting fee of £20 will apply. Severely matted dogs may be refused on welfare grounds, with a recommendation to seek veterinary advice.
Fleas
All pets must arrive free from fleas. If fleas are identified during the groom, the groom may be stopped and an additional cleaning fee will be applied. The cleaning fee is £20.
Health of Your Pet
Pets must be fit and well to be groomed. We reserve the right to refuse or stop a groom where health concerns are identified.
Behaviour
Please tell us before booking about any known handling difficulties, stress, anxiety or aggressive behaviour. If your pet’s behaviour makes it unsafe to continue, we may stop the groom to protect their welfare and everyone’s safety.
If grooming has to be abandoned for these reasons, the full appointment fee remains payable, as the time has been reserved solely for your pet. For home visits, the agreed travel charge also remains payable.
Future appointments may be declined on welfare or safety grounds.
Accident, Illness, Emergency Treatment & Liability
Grooming Risks & Minor Accidents
Grooming involves the careful use of sharp tools, restraints, dryers and handling techniques. While every reasonable care is taken at all times, minor accidental incidents can occasionally occur, even with the most experienced groomer. These can include, but are not limited to:
• small nicks or cuts
• clipper irritation or clipper burn
• nail quicking
• stress or anxiety reactions
• slips, trips or movement-related incidents
In the unlikely event of any incident, we will:
• inform you as soon as reasonably possible
• document what happened and the action taken
• administer appropriate first aid where required
• seek veterinary attention if we believe it is necessary for your pet's wellbeing
Underlying & Pre-Existing Health Conditions
The grooming process can sometimes expose, aggravate or reveal pre-existing or underlying medical conditions, particularly in:
• elderly or senior pets
• anxious or highly stressed pets
• medically vulnerable pets
• heavily matted pets
• pets with health conditions that have not been disclosed to us
It is the owner's responsibility to inform us of any known medical conditions, medications, allergies, recent surgery, mobility issues or behavioural concerns before the appointment. We cannot accept liability for any condition that was unknown, undisclosed, pre-existing or not reasonably detectable prior to or during grooming.
Emergency Veterinary Treatment Authorisation
If we believe urgent veterinary treatment is necessary for your pet's welfare, we may seek immediate veterinary attention without prior approval, where any delay could place your pet at risk. Where it is practical to do so, we will make reasonable attempts to contact you first.
By booking an appointment, you agree that you remain responsible for any veterinary fees incurred in seeking emergency treatment for your pet, unless the need for treatment was directly caused by proven negligence on our part.
Serious Illness, Medical Emergencies & Loss of a Pet
While we take every reasonable care and attention with every pet in our care, grooming can occasionally trigger stress-related or medical complications, particularly in vulnerable pets. We cannot be held responsible for unforeseeable medical events, adverse reactions, underlying illnesses, or natural causes that arise during or following a grooming appointment and which are beyond our reasonable control. Should a serious incident occur, it will be handled professionally, compassionately and with the utmost care for both pet and owner. All such incidents are documented and reviewed thoroughly. We hold appropriate professional insurance cover for our grooming activities.
Higher-Risk Pets
Some pets carry a higher level of grooming risk due to their age, breed or medical history. This includes, but is not limited to:
• senior or elderly pets
• brachycephalic (short-nosed) breeds such as French Bulldogs, Pugs and Bulldogs
• pets with heart, respiratory or circulatory conditions
• pets with epilepsy, seizures or neurological conditions
• pets recovering from illness, surgery or injury
• medically fragile or palliative pets
Where a pet is identified as higher-risk, we may adjust our approach, shorten the groom, decline certain services, or recommend veterinary advice before grooming proceeds. Owners are responsible for disclosing any relevant condition before the appointment.
Heavily Matted Coats & Associated Risks
Heavily matted coats carry a significantly increased risk of skin irritation, clipper burn, nicks, bruising, haematomas and the exposure of pre-existing skin conditions once the coat is removed. The kindest and safest option is often a short clip-off on welfare grounds. By proceeding with grooming on a matted coat, you accept that minor injury, skin reaction or the discovery of underlying skin issues may occur despite all reasonable care being taken, and that these are recognised risks of de-matting rather than a reflection of poor workmanship.
Veterinary Evidence & Information Sharing
If an owner alleges that injury, illness, harm or negligence has resulted from grooming, the owner must provide full supporting veterinary evidence to allow the matter to be properly assessed. This includes consent for us, our insurers and any appointed legal or professional representatives to obtain and review relevant veterinary records, clinical notes, reports, invoices, photographs and treatment history relating to the allegation. Allegations that are not supported by appropriate veterinary evidence may not be accepted. We reserve the right to request an independent veterinary assessment or second opinion where appropriate, and to share relevant information with our insurers, legal advisors or any regulatory body in connection with a complaint or claim.
Limitation of Liability
Our liability is limited to direct losses caused by proven negligence on our part. To the fullest extent permitted by law, we are not liable for:
• indirect, consequential or emotional loss
• conditions, illnesses or complications that were undisclosed, pre-existing or not reasonably detectable
• incidents arising from a pet's behaviour
• events outside our reasonable control
Nothing in these terms is intended to exclude or limit any liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence.
Late Collection
Pets must be collected at the agreed time. Late collection will incur a charge of £10 per 15 minutes. Repeated 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 be cancelled. The full appointment fee or cancellation fee will still apply.
Early Drop-Off
Early drop-off is by prior arrangement only. Unarranged early drop-offs may be refused. If the knock-on effect of our refusal to accept your pet early means that the groom does not go ahead by your decision, the full groom amount will still be payable.
Complaints & Feedback
Any complaints must be submitted in writing within 48 hours of the appointment, including supporting details or photographs where relevant. Complaints made via social media or third-party platforms will not be accepted. 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.
Data Protection Complaints
If you have any concerns regarding how we collect, store, use or process your personal information, please contact us using the contact details provided by our business. We will acknowledge and investigate complaints relating to personal data and aim to respond within a reasonable timeframe. Where necessary, we may request additional information to help investigate your concern. If you remain dissatisfied with our response, you may have the right to raise your concerns with the Information Commissioner's Office (ICO). Agreement
By booking an appointment, you confirm that you have read, understood, and agree to these Terms and Conditions.
Terms last updated: 6 October 2026