Booking terms
Last updated: 12 November 2026
These are the terms you agree to when you book a groom with us. They’re the same terms you sign once on our booking system. If anything is unclear, text or call us on 07852 635340.
We follow the Pet Industry Federation’s grooming guidelines, the national best-practice standards for dog groomers.
Deposits and cancellations
A 50% deposit secures every appointment and comes off your bill on the day. The deposit is non-refundable.
- 24 hours’ notice or more: if you cancel or change your appointment, we’ll move your deposit to a new appointment or hold it as credit for up to 6 months.
- Less than 24 hours’ notice, or no-show: the deposit is lost.
We know genuine emergencies happen, and we’ll look at those case by case.
Arriving late
If you arrive more than 15 minutes late, we may need to shorten or rebook the groom, and the deposit may be lost.
Picking the right breed, coat and size
Prices are based on the breed, coat and size you choose when booking. We weigh every dog when they arrive. If your dog is in a different size, or the breed or coat doesn’t match, we’ll update the booking and the price may go up or down.
Dogs we can’t groom
For their welfare and safety, we don’t groom dogs that are pregnant or nursing, severely overweight, or very elderly where grooming could cause distress or a health risk. If any of these apply on the day, we may cancel and the deposit won’t be refunded.
If your dog is older, poorly or less mobile, please text us on 07852 635340 before booking so we can chat about whether a groom is right for them.
Behaviour and safety
We may stop or refuse a groom if a dog shows extreme stress or aggression. In that case we charge for the time already spent, including the full deposit. We’ll also stop or shorten a groom if your dog is struggling physically, for example if they can’t stand comfortably or be lifted safely, and you’ll only pay for the time spent.
If it’s needed to keep your dog and our groomers safe, we may use a properly fitted muzzle. A muzzled dog is never left alone.
Care in the salon
Your dog is never left alone while being groomed or dried. We take extra care with flat-faced, older and heat-sensitive dogs, and give them breaks if they need to cool down or settle.
Matted coats
Severely matted or pelted coats may need clipping short for your dog’s comfort and welfare. We’ll contact you where we can. Extra time is charged (de-matting is £15 per 15 minutes).
Minor nicks and irritation
Very occasionally a small nick or clipper irritation can happen despite our best care, especially with wriggly or matted dogs. We’re fully insured. If it happens, we’ll tell you straight away, give you free aftercare products and advice, and cover any reasonable vet costs.
Collection
Please collect your dog within 15 minutes of us letting you know they’re ready. Late collection is charged at £10 per 15 minutes.
Photos
We may take before-and-after photos for our records and social media. Just tell us on the day if you’d rather we didn’t share photos of your dog. See our privacy policy for more.
Health and vaccinations
Dogs must be fully vaccinated and free from anything contagious. Please tell us about any medical conditions, allergies, medication or past reactions.
Please don’t apply a spot-on flea treatment in the 48 hours before a groom. If we find live fleas, your dog may need a flea bath, and we’ll check with you before adding one.
Emergencies
If your dog becomes unwell or is hurt while with us and we can’t reach you, we’ll take them to our nearest vet for urgent treatment. Vet fees are paid by the owner, unless the problem was caused by us.
The finished groom
The final style can depend on your dog’s coat condition, how settled they are and their grooming history.
If you’re not happy
Please tell us within 48 hours of your appointment and we’ll do our best to put it right.
Liability
We take every care, but we can’t accept responsibility for problems caused by health or behaviour issues that weren’t told to us.