Terms & Conditions

Payment

For our payment, cash is queen but we can accept online payment at the end of the appointment.

Contact

Our main contact times are between 10am - 6:30pm, Monday - Friday. After this, you can send a message but we can’t guarantee we will be able to respond until the next working day. We will reply as soon as we can during these times unless we are unavailable.

We take bookings through Instagram & facebook messages, email and through our website messages.

Client Availability

As we provide an in-home grooming service, the client or another responsible adult must be available at the property for the duration of the appointment, unless an alternative arrangement has been agreed with us in advance.

If we are unable to enter the property at the agreed appointment time because no one is available, this will be treated as a late arrival. Our standard 10-minute grace period will apply, after which a £5 late fee may be charged and the appointment may need to be shortened or rescheduled.

Please ensure your dog is available and ready for their grooming appointment at the agreed start time.

Safety & Wellbeing

The safety and wellbeing of your dog and our groomers are our priority. We reserve the right to use an appropriate muzzle where, in the professional judgement of the groomer, this is necessary to reduce the risk of injury to the dog, the groomer or any other person present. A muzzle will only be used where considered necessary and appropriate for the individual dog and the circumstances.

If, at any point during the appointment, we believe that continuing the groom would pose a risk to the safety or wellbeing of the dog or our groomer, we reserve the right to stop and end the grooming service. This may be due to, but is not limited to, excessive stress, aggression, fear, movement, or behaviour that makes the groom unsafe to continue.

If we are unable to complete the groom due to safety concerns, we may, depending on the circumstances, be able to offer a split groom or alternative grooming plan. Any such arrangement will be at the discretion of the groomer and will be discussed and communicated with you.

Please be aware that where a groom cannot be completed due to safety concerns, a refund or discount is not guaranteed.

Cancellation & Rescheduling

If you need to cancel or reschedule, please give us as much notice as possible so we have the opportunity to fill your appointment.

Within 48 hours: 20% cancellation fee of the service cost.
Within 24 hours: 50% cancellation fee of the service cost.

Any outstanding cancellation fee must be paid before another appointment can be booked.

Cancellation fees may be waived at the discretion of the groomer in exceptional circumstances.

Humanity Over Vanity

We want your dogs to look as perfect as they can but sometimes their coat condition or behaviour may not allow us to! We will do the best we can with what your dog allows but we never want to stress them out!

Our Matting Policy

Where a coat is matted, we will make reasonable attempts to assess whether the matting can be safely and comfortably brushed out. If we believe brushing would cause pain, discomfort, distress or unnecessary stress, the matted areas may need to be clipped or shaved instead. Depending on the severity and extent of the matting, a shorter clip may be necessary, including clips of approximately 3–9mm or shorter where required to safely remove the matting. A matting fee starting from £10 may apply where additional time, equipment or care is required due to the condition of the coat. By signing this agreement, you consent to necessary shaving due to matting, where brushing would cause discomfort or distress.

Medical

Vaccines & deworming must be up to date to ensure your dogs and ourselves stay happy & healthy! Please inform us of any known medical conditions, allergies, medications, recent procedures or other health concerns before the appointment. This information allows us to assess whether grooming is suitable and whether any adjustments are required. We cannot accept responsibility for complications arising from a medical condition or health issue that has not been disclosed to us prior to grooming, where such complications could not reasonably have been anticipated.

Puppy Grooms

We start our puppy grooms from 14 weeks up to 6 months. Our puppies must be fully vaccinated two weeks prior to their first appointment and we strongly recommend bringing puppies in as early as possible to desensitise them to the grooming environment & make it a positive experience when they are adults.