Deposits & Appointment Bookings
- A 50% deposit is required for all new clients at the time of booking their first appointment.
- All appointments must be booked with a valid contact number.
Cancellations, Rescheduling & No-Shows
- Please provide a minimum of 48 hours notice to cancel or reschedule an appointment.
- Late cancellations:
- Less than 48 hours’ notice = 50% of the appointment fee.
- Less than 12 hours’ notice = 100% of the appointment fee.
- No-shows will be charged the full appointment fee and required to prepay in full for future bookings.
Arrival & Punctuality
- Please arrive no earlier than 5 minutes before your scheduled appointment; our door is on an automated lock.
- After 10am access is by appointment only.
- A 15-minute grace period applies. After this, the appointment will be cancelled, and the full fee remains payable.
Collection Policy
- You will receive a text or call when your dog is ready for collection.
- Arriving early may unsettle your dog and disrupt our schedule. Repeated early collection attempts may result in service refusal.
- Dogs must be collected within 30 minutes of notification. Late collections will be charged £7 per 15 minutes.
Dog Welfare & Coat Condition
- All dogs must wear a collar or harness with an ID tag (Control of Dogs Order 1992).
- Please toilet your dog before arrival and avoid feeding until after their appointment.
- Matting fees:
- £15 initial fee plus £7 per 15 minutes of extra time.
- Severely matted coats may incur charges from £100 depending on size/severity.
- Grooming may be stopped if welfare is compromised, but all fees will still apply.
- Dogs presented with persistent matting and no evidence of regular maintenance may be refused future service.
Health, Hygiene & Safety
- Dogs with fleas, worms, mites, or zoonotic conditions will have their appointment terminated. The full fee will remain payable, plus a £35 fumigation fee.
- Bitches in season, pregnant, or recently birthed are not permitted until puppies are fully weaned or completely out of season (3 weeks from first day).
- Clients must disclose any behavioural issues, reactivity, or bite risk in advance:
- Additional charges apply for bite-risk dogs.
- Dogs with extreme behaviour will only be seen on Mondays, at £30 per hour.
Behavioural Support & Training
- De-Sensitisation sessions: £20 per 15 minutes (environment, tools, handling, etc.).
- A 6-week commitment is strongly recommended for anxious/reactive dogs. Lack of commitment may result in service refusal.
Medical Emergencies & Veterinary Care
- If a medical concern arises, we will provide first aid and consult with your vet.
- We are not liable for emergencies (veterinary fees) caused by underlying health conditions, accidents as a result of challenging behaviour or a medical episode.
- Clients must ensure their dog is registered with a veterinary practice and provide details for our records.
Additional Services & Policies
- Our Pet Taxi Service is available (see website for terms).
- Photos and videos may be used for marketing unless you request otherwise.
- On collection, ensure your dog’s collar/harness is securely fastened.
Banned Breeds – Legal Compliance
- Owners must provide:
- A valid certificate of ownership/licence
- Proof of third-party insurance
- Such dogs must arrive muzzled, in accordance with UK law.