Grooming T&Cs

Terms & Conditions Service Agreement

Cancellation Policy and Extra Charges

A minimum of 48 hours’ notice is required to cancel or reschedule any appointments. If there is a failure to attend, the full cost of the groom will be payable and may be charged to the card we have securely stored on file or taken over the phone.

If you cancel with less than 48 hours’ notice, Dog Spa will take a 50% charge of the value of the grooming appointment. Payment details will be taken and stored securely at the time of booking in accordance with UK data protection legislation.

We reserve the right to refuse dogs or discontinue services and charge 50% of the appointment price if the dog attends the appointment with fleas, severe matting, behavioural issues, or where the behaviour of the owner is deemed unsafe or inappropriate.

We are also unable to accept dogs that are in season.

If the customer is more than 15 minutes late for their dog’s groom, we will need to cancel the appointment and the 50% charge will apply. If the customer is 30 minutes late to collect their dog after the agreed pick-up time, there will be a charge of £10 per 15 minutes thereafter.

We reserve the right to request a deposit or full payment upon booking.

Extra Time and Handling

If you are aware your dog is difficult to handle, please ensure you discuss this with us at the point of booking so we can allocate the appropriate amount of time.

If your dog requires additional time, you will be charged £15 for every 30 minutes.

If your dog requires an additional groomer (i.e. 2 groomers to one dog), the cost of the groom may increase accordingly and may be up to double the standard grooming fee.

Grooming

No dog will be subjected to discomfort and all dogs will be groomed in accordance with the Animal Welfare Act 2006.

All client information is handled confidentially and will not be shared with third parties, except where there is a legal or welfare obligation to do so.

The groom will be carried out in accordance with instructions as requested by the owner. Whilst every effort will be made to comply with this, results may vary depending on factors such as coat condition, matting, and temperament.

In such cases, we will endeavour to inform the owner as soon as possible.

Please ensure your dog has had an adequate opportunity to relieve itself prior to arrival. If your dog toilets during the grooming process and requires a second bath, you will be charged accordingly.

Invasive procedures such as ear plucking and anal gland expression are considered veterinary procedures under the Veterinary Surgeons Act and will not be carried out.

Your information

We collect and use your and your dog's personal information to provide our services, take payment and keep in touch. Our Privacy Notice explains what we collect, how we use it and your rights — available on our website www.thedogsstore.co.uk and on request at reception.

Matted Dogs

If a dog requires a shave or clip-down due to matting, a £10 matting fee will be applied.

If matting occurs on consecutive visits, the fee will double each time, as an exponential increase, to encourage regular coat maintenance and ensure the dog’s comfort. For example:
£10 on the first visit
£20 on the second consecutive visit
£40 on the third consecutive visit
£80 on the fourth consecutive visit

The owner should be aware that irritation may occur from this process, including the possibility of uncovering pre-existing conditions such as nicks, cuts, skin complaints, itchiness, redness, or irritation.

By proceeding, the owner acknowledges these risks and accepts that Dog Spa is not responsible for outcomes directly related to the condition of a neglected or matted coat.

Parasites

This is a flea-free salon. If parasites such as fleas or mites are identified prior to grooming, we reserve the right to refuse the appointment and a fee of up to 50% of the groom cost may apply.

If parasites are discovered during the grooming process, we may need to carry out an immediate cleansing treatment and an additional charge will be applied to cover the time, products, and cleaning required.

Photos / Social Media

We reserve the right to take and use pictures of your pet for social media, advertising, and educational purposes. If you do not wish for images of your pet to be used, you must notify us at the time of your appointment.

Teeth Cleaning

The team will be using an ultrasound toothbrush designed to operate without traditional brushing motion or vibration.

I understand that the session will be stopped and veterinary advice may be recommended if:

Any loose teeth are suspected
My dog becomes stressed or aggressive
Any abnormalities are visible (e.g. foreign bodies, warts, injuries, tumours)

I understand that:

There may be minor signs of bleeding at the gum line during or after treatment
If the session is stopped for welfare or behavioural reasons, the session fee will still apply

I declare that:

I am not aware of any medical reason preventing this treatment
I understand this service is not a substitute for veterinary care
I consent to the procedure and confirm I am the legal owner/guardian

Declaration

I confirm that my pet is fit and healthy and fully vaccinated.

Whilst every reasonable care and precaution is taken, Dog Spa cannot be held responsible for issues arising from pre-existing conditions or those revealed during grooming, except where liability cannot be excluded under UK law.

I agree that the groomer will not be held responsible for irritation, abrasion, patchiness, or hair loss due to any pre-existing skin condition, or as a result of grooming processes including de-matting, thinning, stripping, or shaving.

Where an injury has occurred due to the dog’s behaviour, I agree to be liable for any associated costs.

If my pet bites or attempts to bite any person or animal, a muzzle may be used, or at the discretion of the groomer the groom may be stopped. I understand I will still be liable for any work carried out and any damage caused.

If I fail to collect my pet at the agreed time, I agree to pay any additional charges incurred.

If my pet’s health causes concern, veterinary treatment will be sought at my expense.

I understand that it is my responsibility to inform the groomer of any changes to my pet’s health, behaviour, or condition at each visit.

I accept and consent to all terms and conditions outlined above.