Terms & Conditions 

Booking Fees- A £20 booking fee is required to secure your appointment and is taken at the time of booking. This booking fee is deducted from the final groom price. Booking Fees are non-refundable if an appointment is cancelled with less than 24 hours' notice.

Payment- Payment is due when your pet is collected and must be paid in full before leaving.

Late Payment- We kindly ask that payment is made on time. Late payment charges may apply where payment is not received when due, and future bookings may be affected.

Cancellation- We require at least 24 hours' notice if you need to cancel an appointment. Cancellations made with less than 24 hours' notice will result in loss of booking fee.

Late Drop-Off- Clients are expected to arrive at their scheduled appointment time. If you are running late, please contact us as soon as possible — we will do our best to accommodate you, but this cannot be guaranteed.  Late arrivals of more than 30 minutes may result in the appointment being cancelled. The full appointment fee or cancellation fee may apply.

Rescheduling- We understand that plans can change. 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)- Missed appointments without notice have a significant impact on our small business. Failure to attend an appointment without notice will result in the full groom charge. Repeated no-shows may prevent future bookings.

Matting- Your dog's coat condition is assessed at the start of the groom. If a coat is matted, clipping may be the kindest and safest option for your dog's comfort. Additional charges may apply where matting increases grooming time or causes extra stress to the pet.

Fleas- Please ensure your pet arrives flea-free. If fleas are found during the groom, an additional cleaning fee may apply or the groom may need to be stopped for health and safety reasons.

Health of Your Pet- Pets must be fit and well to be groomed. We reserve the right to refuse or stop a groom if a pet appears unwell or if grooming could compromise their welfare.

Behaviour- Grooming can be stressful for some pets. If a pet becomes distressed or aggressive, the groom may be stopped for safety reasons. Charges may still apply for time and handling already carried out.

Your Responsibility for Your Pet Until It Has 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, please let us know 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.  Arrival and Collection Safety Owners are asked to call when they are outside and your dog will be walked around to meet you. If you do come through the gate please ensure it is properly closed when entering or leaving the premises to prevent pets from escaping and to maintain a safe environment for animals in the salon.  Owner Responsibility for Behaviour 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.

Late Collection- Please collect your pet promptly at the agreed time. Late collection may incur a charge of £10 per 30 minutes to cover additional care and staff time. Repeated late collection may affect future bookings.

Early Drop-Off- Early drop-off is by prior arrangement only. Unarranged early drop-offs may not be accepted.

General Salon Etiquette- All dogs must be kept on a secure lead when arriving at and leaving the salon premises. This is for the safety of all pets, clients and staff.  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 help maintain a clean and safe environment for clients, pets and staff.

Complaints & Feedback- We always aim to provide a positive experience for you and your pet. If you are unhappy with any aspect of your pet's groom, please contact us directly within 48 hours of your appointment so we can review the matter. Complaints must be submitted in writing and include relevant details or photographs where possible. We do not accept complaints made via social media. Each complaint will be reviewed fairly and, where appropriate, we may offer a re-groom, a partial refund, or a credit at our discretion.

Agreement

By booking an appointment, you confirm that you have read, understood, and agree to these Terms and Conditions.

Terms last updated: 1 April 2026