Payments
We do not accept any bookings without a deposit, At the time of booking you are required to pay a 25% deposit of the standard services you require, the remainder of the payment, including any additional charges are due prior to collection.
We use an online booking service, this is the quickest and most efficient way to check our availability, we can book for you in store or via the phone, the 25% deposit will be taken at the time of booking also.
Our booking system stores your payment details and will automatically take the remainder of your payment when we complete our service, including any extra charges. If you’d like to pay with a different card than you booked with, please let us know at drop off.
Cancellation.
We are a small grooming salon, and our appointments are in high demand, we must apply the following cancellation terms:
Refunds are not sent automatically upon cancellation, if you wish to move your booking to a time more suitable please click change appointment and your deposit will be allocated to your new slot. If you wish to cancel completely we are able to refund your deposit if your booking is cancelled at least 48 hours prior, please reply to your cancellation email for a refund. Bookings cancelled within 48 hours of the appointment will receive zero refund as late cancellations do not allow us time to fill the booking slot. If your booking is not cancelled and you miss your appointment the whole treatment cost will become due and will be automatically applied from the card you used at booking.
All appointments that will not be attended must be cancelled using the link in your booking email at least 48 hours prior to the appointment to allow us time to book another groom in that slot, a full deposit refund will be issued.
Appointments cancelled within the 48 hours, no refund will be issued.
If you do not cancel your appointment and do not attend, we will charge you for the full appointment cost without prior notice. This balance must be paid before any further appointments will be accepted.
We understand that appointments can be forgotten however we can’t absorb the cost of lost revenue through no shows, we send our reminder emails and text to avoid missed appointments.
If we have to cancel your appointment due to any issues with our previous groom we will do everything possible to fit you in as soon as we can, if we can’t arrange a suitable time with you we will refund your deposit.
There are no exceptions to these cancellation terms.
Arrival & Collection
Please ensure you arrive on time, if you are more than 10 minutes late we will have no option but to mark your appointment as a non attendance as this will impact our next appointment. All dogs must be on leads.
We will contact you 20-30 minutes before your groom is finished with a collection time, please ensure you collect promptly to allow us to prepare the salon for our next client. We are a small salon, and groom 1:1, We do not put dogs in cages to wait for collection, we have one purpose built holding room and due to this we cannot accept our next appointment until your dog has been collected. Late collection fees will apply.
Additional Charges
Our prices are on a ‘from basis’. We use a set pricing structure which depends on your dog breed, size, time needed and quantity of products required. We will assess your dog for any extra work required at drop off and advise of any noticeable price increases, this may be due to various issues that will take us longer to complete such as excess matting.
Occasionally things present during a groom that can’t be spotted during the assessment, in this case we will make a decision on whether to proceed with the extra work based on the health & wellbeing of the dog, however we will do everything possible to advise you of any extra charges prior to accepting your pet at drop off.
If the coat is overgrown due to in frequent grooming and requires extra time this is chargeable. We recommended that Poodle cross breeds are left no longer than 8 weeks between grooms, Heavy matting can occur with these breeds if they are not groomed regularly. We also recommend that you brush your dog at home in between grooms to avoid any matts forming.
Fleas & Tick’s
If during your groom we discover an infestation of Fleas on your pet we will carry out a Flea bath & comb and we will continue the groom, the owner will be contacted to advise that we have found fleas and the extra charges that will be incurred. If we find fleas, we must use a Flea Bomb & perform a cleanse and towel/holding room bedding & equipment clean which will close down our groom room for 2 hours, we cannot risk passing fleas on to our next client and will need to cancel our next appointment. We know that the odd flea can be hard to spot but unfortunately if you bring us fleas we have to charge for the extra time and products that are required plus the cost of cancelling our next appointment. We cannot absorb the cost of this. We are happy to remove ticks however removal of 5 or more will incur an extra charge.
Post Groom
We do not use cages, we work on a 1:1 basis and we have a purpose built holding room for your dog to wait after their groom is finished. We will give you an estimated time to collect your dog however if we need more or less time, we will contact you 15 minutes before we have completed the groom. We do not accept our next client until our previous dog has been collected. Due to this we must be extremely strict on collection times, and we will allow 15 minutes after we have completed for your dog to be collected. Extra time after this will be chargeable.
Photos & Social Media
We take photos of your dog before and after each groom and these will be stored in your customer account for us to refer back to if needed, By agreeing to our T&C at the time of booking you are giving us permission to use photos of your pet on our social media channels (we will give out no information other than their name). If you do not wish this to happen, please ensure you have unchecked the social media box on your insurance form.
Puppies
We do not offer any services to puppies under 8 weeks (2 Months), and we do not clip puppies under 24 Weeks (6 Months). We offer a puppy pack which will give your puppy a gentle introduction to the grooming salon and process without any fur being removed. If you have a dog who will require regular grooming, we highly recommend this package several times to reduce the fear and anxiety that may be present when it is time for a full groom.
Large Dogs
We work on a 1:1 basis and larger, powerful dogs who are scared of grooming are often unpredictable, for our safety and theirs we book larger dogs in manually as we need to check if they are muzzle trained, We always groom large dogs wearing a muzzle until we are sure that they are comfortable with us and our groom room, only then do we groom without. Regular puppy grooms will desesitise a dog who will require regular grooming. We recommend puppy grooming to avoid muzzle grooming when your dog is fully grown. If your dog is already fully grown and is not used to us or our groom room we are happy to offer grooms as long as they are muzzle trained. Dogs who are not muzzle trained fight and pull the muzzle off which creates an anxious dog and a tense groom room. We do not allow this to happen and due to this there are no exceptions to this condition.
Refunds
We do not offer any refunds, We take our time and give care and all of our attention to your pet during our grooms, when you book your pet in we will use the standard groom for that breed, any specialist breed grooms that we offer will be at an additional extra which will show as an option to add to your basket at the time of booking. If there is a specific requirement that you’d like i.e. longer fur in places or something different to your last groom, please let us know on your booking form which is emailed to you after every booking and we will do everything possible to do this for you.
Dogs subject to restrictions.
We do not discriminate against dogs which are classed as restricted breeds. We do however ask that you ensure you have followed all UK legislation when booking in your dog, this includes registration on the exemption register, microchipped, insured, neutered/spayed, muzzled and on a lead when they arrive, We will keep your dog muzzled during the treatment which may limit how much work we can do around the face, we will be as gentle as possible around the muzzle. We we will ask for paperwork to keep on our records to show that we are a responsible business who respects UK laws.
Additional Charges
We are a small grooming salon and some things have an impact on the time we need which can delay our next appointment or result in us needing to cancel. Due to this we have a strict additional charge policy which we have listed below with prices, if your pet requires additional time we have no option but to charge for this.
Please be aware that when booking with us you are agreeing to these terms, we will do everything possible during our drop off assessment to advise you of any charges but sometimes problems do not present until during the groom. If the customer chooses not to go ahead with the groom when advised of any additional charges full payment will be required as we will be unable to fill the groom slot and cannot absorb the cost of a lost appointment. Additional charges are very rare and are generally down to lack of maintenance by the owner between grooms. We recommend daily brushing and regular appointments to ensure additional charges are not required.
£10 – Extra grooming time due to in frequent grooming or matting (per 15 minutes)
£5 – Late Collection Fee (per 15 minutes)
£50 – Flea Treatment (flea bath for your pet, full salon cleanse including flea bomb & cancellation of our next 2 hours of appointments)
£5 – Tick Removal (No charge for under 5 ticks)
Cancellation prior to 48 hours – Full Deposit Refund (not automatic, reply to cancellation email to to request)
Cancellation within 48 hours – No Deposit Refund
Non attendance – Full Balance due immediately, further grooms cannot be booked until balance is cleared.
We apply these terms & conditions to keep our Groom Room running smoothly and to ensure that our customers and their pets are happy with the service we offer. We are a small business and cannot absorb lost revenue through late cancellations, missed appointments or additional time. Please help us to continue to offer the customer service you’d expect by adhering to these.