Policy

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Payments - Payment is due when your pet is collected and must be paid in full on the same day the groom took place. We accept cash and bank transfer. 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. 

Cancellations - We require at least 48 hours' notice if you need to cancel an appointment. 

Cancellations made with less than 48 hours' notice will result in the full groom fee being charged. 

Rescheduling - We understand that plans can change. Requests to reschedule must be made with at least 48 hours' notice. Rescheduling requests made with less than 48 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. 

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. 

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: 18 February 2026