I always do my very best to provide a calm, kind, and professional service for every dog in my care. To help appointments run smoothly and fairly for all clients, please take a moment to read the following policies.
If you have any questions, please feel free to contact me to discuss.
Thank you for your understanding, support, and respect for my time as a small business.
These policies are in place to help me work fairly, safely, and in the best interests of every dog in my care.
If you need to cancel or rearrange your appointment, I kindly ask for as much notice as possible.
Appointments cancelled with more than 48 hours’ notice may be rearranged with no charge.
Appointments cancelled between 24 and 48 hours’ notice will incur a charge of 50% of the grooming fee.
Appointments cancelled with less than 24 hours’ notice will incur a charge of 75% of the grooming fee.
When an appointment is booked, that time is reserved especially for your dog. Last-minute cancellations often leave too little time for me to fill the space, which directly affects my business and other clients waiting for appointments. This policy helps protect the time set aside for each booking.
If an appointment is missed without any notice, 100% of the grooming fee will be payable.
A missed appointment without notice means I have set aside time that cannot be used for another client. For a small business, this has a real impact, which is why 100% of the grooming fee will be payable.
If you arrive late, I will always do my best to accommodate you, but depending on the time available, the groom may need to be shortened or rescheduled. The full appointment fee will still apply.
Arriving late can affect the smooth running of the day and may impact the appointments that follow. I will always do my best to accommodate late arrivals where possible, but in some cases there may not be enough time to complete the groom to my usual standard.
Dogs need to be collected at the agreed time so that the day can run smoothly and calmly. Late collection can affect later appointments and may mean your dog needs to stay with me longer than planned, which is why an additional fee may apply.
If your dog arrives with matting, an impacted coat, or in a condition that requires significantly more time or extra work than expected, an additional charge will apply. Where possible, this will always be discussed with you beforehand.
Severe matting can sometimes mean a shorter trim is the kindest option, rather shorter than what owner would ideally like.
Matting can take a significant amount of extra time, care, and gentle handling to deal with, and in some cases may require clipping the coat shorter than an owner would ideally like. Because this extra coat work requires more time and places more strain on the dog, the grooming process, and the tools and products used, an additional charge will apply.
I always handle dogs with patience, care, and compassion. However, if a dog displays aggressive, highly distressed, or particularly difficult behaviour that makes grooming significantly more time-consuming, or creates a risk to themselves or others, an additional handling fee may apply.
In some cases, if grooming cannot be completed safely or humanely, I may need to stop the groom and discuss alternative options with you.
Some dogs can find grooming stressful, especially if they are young, nervous, elderly, or have had difficult previous experiences. I always work as gently and patiently as possible, but if a dog is aggressive, highly reactive, or very difficult to groom safely, it may require additional time, handling, breaks, or, in some cases, a second person. This is why an extra fee may apply. In rare cases, if I feel continuing would not be safe or fair on the dog, I may need to stop the appointment.
If fleas are discovered during your dog’s groom, the groom will be stopped. The full groom fee will remain payable, together with an additional charge to cover salon flea treatment, extra cleaning, and the time required to protect the salon environment, equipment, and other dogs.
If fleas are found during a groom, the appointment will need to be stopped to prevent fleas spreading within the salon. Extra cleaning and treatment of the salon, tools, and surrounding areas may then be required to protect other dogs and maintain hygiene standards. For that reason, the full groom fee will remain payable, together with an additional charge to cover the extra treatment, cleaning, and time involved