Terms & Conditions

By booking our services you understand and agree to our Terms & Conditions.

Puppy Introduction - The first grooming experience for a puppy (or any age dog) requires patience and understanding. For puppies more time may be necessary to work with pets either adding short rests or over several sessions. Gradually adding steps to the grooming process on a regular basis will help to minimise any potential stress. Owners can help their pets accept grooming by regularly massaging pet's paws as well as brushing & combing their pet’s coats. Frequent handling of paws can help pets better accept nail clipping or trimming around the feet. Puppies should have completed their full course of vaccinations prior to their first groom.

Health/Medical Issues & Senior Pets - Grooming procedures can sometimes be stressful, especially for a senior pet or with health problems, and can expose hidden medical problems or aggravate a current one during or after the groom. Senior pets and pets with health problems have a greater chance of injury, these pets will be groomed for cleanliness and comfort, in a style that will not add further stress. 

Mat Removal - Pets with matted coats need extra attention during their grooming session at the salon. Mats left in a pets coat only grow tighter, and can pull on the skin, or eventually tear it. The salon does not wish to cause serious or undue stress to your pet and will not de-mat your pet as it causes unnecessary pain and suffering. Mats can be very difficult to remove, and may require the pet to be shaved off or the groom to be completed over several sessions. Removing a heavily matted coat includes the risks of nicks, cuts, abrasions and haematoma’s due to, moles or skin folds trapped within the mats. Heavy matting can also trap moisture and urine near the pet's skin allowing mould, fungus or bacteria to grow, causing skin irritations that existed prior to the grooming process. After effects of mat removal procedures can include itchiness, skin redness, self-inflicted irritations or abrasions and failure of the hair to re-grow. Shaved pets are also prone to sunburn and should be kept out of direct sunlight for long periods of time until the hair grows sufficiently to protect the skin. In some cases pets may also exhibit brief behavioural changes. Prevention is the best defence against matting by scheduling regular grooming appointments. Please note there is an additional charge of up to 50% of the full groom cost for de-matting. This charge is intended to cover the costs associated with both the dulling of our grooming blades, which necessitates blade resharpening incurring additional business expense, as well as the extra time and effort required to effectively remove matted fur. This fee ensures that we can maintain the quality of our grooming equipment while also compensating the groomer for the additional work involved in addressing severe matting.

Clippers & Slickers - Using clippers and slicker brushes can cause inflammation and or irritation, please contact us in the first instance if you have any questions regards after care or concerns regarding your pets groom. If your pet is prone to skin allergies or has sensitive skin please add this to your notes while booking and talk to the salon team while checking them in on the day of their groom.

Nails - Your dogs nails will be assessed during the grooming session. If the quick is visible, we will refrain from trimming the nails to avoid potential 'quicking' which is when the soft cuticle within a dog's nail is cut too short and the blood vessels inside bleed. If your dogs nails have not been trimmed during the session, it is likely due to the presence of a visible quick. Dog's nails can stay at a healthy length if they are exercised daily on concrete or a pavement. 

Accidents & Veterinary Care - There is always the possibility an accident could occur. Grooming equipment is sharp, even though we use extreme caution and care in all situations, possible problems could occur including cuts, nicks, scratches, quicking of nails, etc. In most cases this can happen when a pet is wiggling or moving around. Every effort will be made to ensure your pet is groomed as safely as possible. It is agreed that all expenses for veterinary care will be covered by you the owner upon accepting this contract agreement and hold no liability to the groomer.

Aggressive or Dangerous Pets - Owners must inform the salon team if your pet(s) bites, has bitten, or is aggressive to people, other pets or specific grooming procedures. During their visit as a safety measure a muzzle may be used if necessary. Muzzling will not harm your pet, and protects both the pet and the groomer. The salon reserves the right to refuse or cease the grooming session for such pet(s) at any time before or during the grooming process, and charge a Nervous Pet Fee in addition to the regular grooming charge. This is so that extra staff can support your pet during their groom.

Parasites - If you suspect your pet has fleas or ticks, prompt and thorough action on your part will be needed before your grooming appointment is made. Flea infestations can lead to tapeworm and other health problems. Leaving your dog at home, please call your vet to discuss flea treatments and how to eradicate them. If fleas or ticks are found during the grooming process, your pet will be treated with a flea shampoo. As we will need to treat your pet and fumigate the salon there is a charge attached. Ticks found will be removed by your vet. If ticks are found, we strongly suggest you have your pet tested for Lyme Disease. Please note that parasites are a health hazard to your pet as well as to humans.

Collection of Your Dog - When picking up your pet, we ask that under no circumstances do you arrive before you have been contacted by us as we will still be grooming your pet. If your pet sees or hears you, they will very likely become frantic and excited on the table which makes finishing the groom very difficult and dangerous as we are usually finishing the face and working with scissors towards the end of the grooming session. We will contact you on the number provided to us around 10 to 15 minutes before your dog groom ends. If you do turn up for collection early, the groom will end immediately and you will have the pet unfinished and be required to pay in full. We respectfully ask for you to pick-up your pet at the stated time when we contact you. We work by appointment and do not have the facilities for your pet to stay after their groom has been completed. A late charge will apply to any collection more than 15 minutes late.

Service Changes - If you have booked a ‘Bath, Brush & Fluff Dry’ but now require a ‘Full Groom’, you must cancel your existing appointment and book a new available slot for the correct service. If you do not complete this adjustment yourself and request the salon to make the change on your behalf, an amendment fee will apply. Additionally, if you request to downgrade your service upon arrival, you will still be required to pay the price of the originally scheduled groom.

Late Drop Off - We reserve the right to refuse your grooming appointment if you arrive more than 15 minutes late and you will still be charged for the full groom as the time has been put aside for your groom exclusively.

No-Shows - Clients who fail to attend their appointment will forfeit their deposit and must settle any outstanding balance before being eligible to re-book our services.

Cancellations - You can cancel your appointment anytime using the Tuft app or by contacting the salon to make the amendment. If you request the salon to make the change on your behalf instead of completing it yourself, an amendment fee will apply. Cancellations made more than 48 hours before your appointment will automatically refund your deposit, while cancellations made within 48 hours will result in the loss of your deposit.

Photos - Unless stated otherwise, we may use your pets photos on our social media pages and our teams portfolios. Please let a member of the salon team know on arrival if you would rather we did not use your pets photos.

Ultrasound Scanning - We can confirm if your bitch is pregnant. We cannot confirm a definite amount. There are a lot of factors to consider after your scan that could result in your bitch absorbing which can happen up to day 45 of the pregnancy. 

Microchipping / Ultrasound Scanning- Please do not bring your dog or puppies to our clinic if they have or have had fleas. If fleas are discovered during an appointment, you will be liable to pay £50 for a deep cleaning fee and £100 for loss of earnings as our clinic would have to close for a day as it needs to remain as sanitary as possible. An infestation could be devastating to the continuation of our business services and we would need to cancel all of our appointments until the fleas are fully removed.