Terms of Service & Client Agreement

Welcome to Dog & Groom
Your pet's health, safety, and comfort are our top priorities. By booking with us, you agree to the terms and conditions outlined below to ensure the best possible grooming experience for both you and your pet.

Client Agreement

By booking an appointment with Dog & Groom, you confirm that:

• You understand and accept the terms outlined on this page.

• You are responsible for your pet’s health, behavior, and coat condition.

• You authorize our grooming professionals to carry out services with your pet’s welfare as the top priority.

Health & Vaccination Requirements

• All pets must be in good health and have up-to-date vaccinations at the time of their appointment.

• Grooming is at the owner's risk if your pet is elderly, ill, or frail. Grooming may reveal hidden health or skin conditions for which Dog & Groom cannot be held liable.

• We recommend consulting your veterinarian if you're unsure whether your pet is fit for grooming.

Before Your Appointment

To ensure a smooth grooming session:

• Do not feed your pet within 2 hours of the appointment.

• Make sure your pet is toileted before arriving at the salon.

Additional Charges

Extra apply for:

• Severe matting or tangles

• Shave-offs due to coat condition

• Flea treatments

• Difficult or aggressive behaviour (extra time is usually needed for the groom)

Coat Maintenance Policy

Maintaining your pet's coat between grooms is the owner's responsibility. Here's what you need to know:

• Matting can lead to skin irritation, infections, and discomfort.

• If brushing out the coat would cause stress or pain, we may recommend a complete clip-down — this will result in short hair, close to the skin.

• Removing mats will also remove dead or loose hair, reducing apparent volume temporarily.

• Regular brushing and grooming at home helps:

  • Prevent matting

  • Support healthy coat growth

  • Improve skin health

Matted Coat Release Notice

If your pet requires shaving due to severe matting, you acknowledge and accept the possible side effects:

Potential issues include:

• Hair loss or uneven regrowth

• Bald spots or patchiness

• Changes in coat color or texture

• Skin sensitivity or hyperpigmentation

• Higher risk of insect bites, sunburn, or cold exposure

• Skin trauma (hematomas)

Why this can happen:
Matted fur pulls tightly on the skin. When removed, this sudden release of tension can cause bruising or small injuries to the underlying skin, especially in sensitive or elderly pets.

Health & Safety

• If your pet becomes unwell during their appointment, we may seek veterinary care. You will be responsible for all vet costs unless Dog & Groom is found to be directly liable.

• Any injury or concern must be reported within 24 hours of the appointment. We cannot accept liability beyond this period.

Accidents Disclaimer

We take every precaution to ensure your pet’s safety and comfort during their grooming session. However, grooming involves the use of sharp tools and working with live animals who may move unpredictably.

While rare, accidents can occur and may include:

• Minor cuts or nicks

• Nail bleeding

• Skin irritation

We will always inform you immediately if an incident occurs and provide appropriate first aid where needed.

You agree to be responsible for any veterinary costs unless the injury is an error on the part of Dog & Groom. In such cases, we will fully cooperate and take responsibility as appropriate.

Right to Refuse Service

We reserve the right to refuse or stop a groom if:

• The pet becomes aggressive or dangerous

• Continued grooming presents a risk of injury to the pet, staff, or other animals

Payments & Cancellations

• Payment is due at the time of collection.

• We accept cash and all major debit/credit cards.

Deposits

• A £20 deposit is required to secure all appointments.

• Deposits are non-refundable if:

  • You cancel less than 48 hours before the appointment

Late Arrivals & No-Shows

• Arriving 20+ minutes late may result in:

  • Offering a different service

  • Rescheduling your appointment

  • A charge for new appointment booking

• No-shows or late cancellations may result in:

• lost deposits and future appointments requiring full payment upfront.

• A 50% charge of the groom price

Late Collection​

• At Dog & Groom, we provide a holistic, one-to-one grooming experience, meaning each pet receives our full attention in a calm and quiet environment. To help us maintain this peaceful setting for all our clients:

• We kindly ask that pets are collected no more than 30 minutes after their grooming session is complete.

• A £20 charge per 30 minutes will apply for late collections.

• It is the client’s responsibility to ensure we have accurate and up-to-date contact details (such as your mobile number and email), so we can contact you promptly when your pet is ready to be picked up.

Your Responsibilities as a Pet Owner

• Ensure your pet is healthy, toileted, and arrives on time.

• Maintain your pet’s coat between grooming sessions.

• Prevent your pet from licking or scratching shaved areas to avoid secondary infections.

• Notify us of any health concerns, sensitivities, or behavior issues prior to grooming.

Questions or Concerns?

We’re happy to help. If you have any questions about these terms, please contact us before your appointment.

Thank you for choosing Dog & Groom. We’re committed to providing safe, professional care every time.​​