Grooming Policy

Cancellations & No shows

We understand that emergencies happen and you may not be able to make your appointment. Please give over 48 hours notice if you would like to cancel or re-arrange your appointment to enable us to offer the time slot to someone else. We are a small family business, so please respect that and understand that when you forget or cancel an appointment we miss the opportunity to fill that appointment time. Any no show appointments will be charged the full appointment fee.

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Consultation and Costs

We offer a FREE consultation which can be done either in person before your appointment or over photos beforehand. The photos you provide must be up to date. If the dog is given to us in conditions different to what we were previously told, additional charges may be added. During the consultation we will recommend which services we believe are needed and an estimation of the cost. Please note that some cost adjustment, with owner’s agreement, may be necessary in respect of the dog’s size, coat condition and the style and time required. All payments must be made in full upon return of your dog.

 

Appointment and Collection Times

Our appointment slots are timed to each individual dog, which includes a small of time, before and after the appointment to try and prevent any overlap. This ensures we are not rushing to complete your dog or causing any unnecessary stress. The appointment time given, is the time we expect to arrive to the salon. If you are early for your appointment, we may not be in a position to grant you immediate access. Customers who are 30 minutes or more late will be deemed to be a ‘no show’ and charged the full appointment fee. You will be advised or phoned what time to collect your pet, please can you arrange for your dog to be collected with a 15 minute window of this time. We do not have the facilities for a dog sitting service, as dogs may become restless after their grooms and may distract other dogs during their appointments.

 

Fleas and Worms

Please ensure you are up to date with your flea and worm treatment. Should fleas or worms be found then we will try our best to continue the groom. However, if a case is severe and puts the salon art risk we may be unable to continue the groom until the dog has been treated . Please note a basic groom price for your dog will be charged.

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Matting

If your dog is found to be badly matted an additional fee of up to £15 may be added on top of the full groom price. We will try our best to remove small knots and mats in order to save as much coat as possible, however, if the matting is extensive and causing the dog pain and discomfort in the process, you will be contacted that the coat will need to be shaved off with a close blade. This will be your decision to make and we will not shave the coat without permission. If you do refuse for the coat to be shaved, we will ask for the dog to be collected.

Matting can be extremely painful for the dog, we will always ensure we are adhering to the animal welfare act and taking the most humane course of action as possible. Matting also causes equipment to blunt and takes much longer than a normal groom which is why the extra fee will be added. Please also be aware I accept no liability for any skin issues that may be uncovered as a result of removing a matted coat such as nicks, scabs, cuts, hot spots, fungal and bacterial issues, maggots, and pre-existing irritation.

Additionally I take no liability for any post-grooming effects of removing a matted coat which may include, but not be limited to: itchiness, skin redness, irritation or abrasions. This also includes self-inflicted irritations/abrasions from excessive rubbing or scratching post-groom. Removing matting comes with an increased risk of injury due to scissors and short blades. The very best care and attention will be taken to avoid this however should an accident occur due to matting I will take no liability and any resulting vet fees will be paid by the owner.

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General

We are unable to groom pregnant or in season bitches. Should your bitch be in season during the time of a pre-booked appointment 48hours notice must be provided to avoid the cancellation charge listed above.

 

Behaviour Issues

Although we do our best to work with all natured dogs, there may be times that we cannot finish a groom due to your dog being too aggressive or nervous. If this is the case, we will contact you and try to arrange a way of working with you and your dog to enable the groom to go ahead. We must be informed prior to grooming of any previous history of biting or aggression.

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Grooming Feedback

When collecting your dog will inform you of how your dog found the groom and if any problems or concerns occurred. The collection is the best opportunity to inform us if you are unhappy with the groom as we can try and make the small changed there and then. We value our customers satisfaction and the majority of our business is repeat custom so we wish to maintain our standards and reputation. We offer allow up to 24 hour for you to raise your concern with us so we can discuss and carry out the best outcome for everyone.