Terms & Cancellation Policy

Your pets safety and comfort are our priority.

Please ensure that your dog has been given the opportunity to be walked and toilet prior to grooming as this will ensure that they are not stressed or agitate.

We will not perform any grooming procedure that causes pain and/or excessive stress.

Senior Dogs

For some older dogs, the grooming process can be very stressful. We will always try our best to make the experience as comfortable and stress free as possible. We will only perform any grooming procedure that your dog can tolerate.  Any procedure that you, as the owner has requested will be attempted but the welfare of your dog will always come first.

Dogs Well-being

All owners/carers will be expected to advise us of any new or pre-existing medical conditions, sensitivities and allergies before any groom takes place.

In the event that we discover any conditions or problems, we will notify you when you collect your dog. In urgent cases, we will stop the groom and contact you on the details given.  If we cannot make contact through any of the details that we hold on our records and we deem it a medical emergency, we will contact a veterinary practice on your behalf. Hair of the Dog Grooming Services can not be held responsible for any conditions or problems discovered during the grooming process.

It is your responsibility as a dog owner to make sure that you dog is free from any parasites before entering the salon. Should we find that your dog is carrying fleas, you as the owner agree to pay any associated costs, such as extra time for bathing, extra time in removing fleas and the cost of using a flea shampoo. Severly infested dogs will be sent away to be treated before any groom will take place.

Matting

Please keep in mind that a matted coat can cause numerous health conditions including itching, irritation, hematomas and skin infections. Removing a heavily matted coat includes the risk of nicks, cuts or abrasions due to warts, moles and skin folds that have become trapped and hidden in your dog’s mats. Heavy matting can also trap moisture on the dog’s skin, which if untreated can cause fungus or bacteria to grow causing skin irritations (hot spots). Hair of the Dog Grooming Services will not be held responsible for any pre-existing conditions due to a matted coat, however in the event that we notice any unusual condition we will of inform you or the owner.

If your dog is heavily matted it will likely need to be shaved down.  Where a shave down is performed, we will always use the longest blade possible. If we feel that we can de-matt some or all of your dogs coat then an additional charge will be incurred for extra time taken. We will only attempt to de-matt  your dog if they are NOT showing signs of stress or anxiety.

In the event that we are unable to complete a full groom due to excessive matting, we reserve the right to stop the groom and request that an additional appointment is made for such work to be completed. All additional work will be at the expense of the owner.

Anal Glands

Hair of the Dog Grooming Services does not offer any anal gland emptying as this procedure is recommended to be carried out by a veterinary surgeon. (This is confirmed in law by the veterinary surgeons act 1966)

Refusal of service and aggressive dogs

Everyone has the right to work in a safe environment and therefore Hair of the Dog Grooming Services reserves the right to refuse any groom, at any time. 

If we start the groom but feel that we are unable to carry out or continue a groom due to aggressive or dangerous behaviour,  the groom will be stopped and you as the owner will be responsible for payment of the work carried out up until this point.

If your dog is showing signs of aggression and or biting but we feel that we can continue, then an appropriate muzzle may be used during the groom.

If your dog has behavioural problems, has ever bitten another human or dog or has shown any signs of aggression in the past, please let us know when the appointment is made. 

Additional charges may apply for extra time required due to a dog’s temperament and or behaviour during a groom.

You, as the owner agree to be held solely liable for any harm, injury or damaged caused by your dog and any costs thereafter incurred.

Appointments offered

Due to the high demand for appointments any appointment offered will be held  for 24 hours. If the appointment is not accepted within this period, the appointment will be offered to the next Client.

New telephone bookings: will be required to pay a £10 deposit, payable within 24 hours, to secure their first booking.  

New online bookings: no deposit required as appointment is secured with card details.

Late arrivals/collections

Hair of the Dog Grooming Services offer a 1-2-1 grooming service so it is important that you drop your dog at the salon at the correct time for their appointment and collect as soon as they are ready to leave. If we can't give you a collection time we will notify you, with the notice period that you require, to collect your dog.  If we need to hold your dog for more than 15 minutes post groom, a holding fee will be charged. 

Cancellation

48 hours’ notice to change or cancel an appointment is required. Giving advance notice allows us to full your appointment.

New telephone bookings  - Failure to offer at least 48 hours' notice will result your deposit being non refundable.

New online bookings - Failure to offer at least 48 hours' notice will result in your card being charged for 25% of the original groom.

Failure to offer at least 48 hours in advance may result in either a deposit or full cost of groom being taken secure your next appointment. Repeat offenders will be refused an appointment.

Payment

– We accept cash or card payment (bank transfer for deposits)
– Payment is due at completion of groom.

Should you have any queries regarding the above, please feel free to message us.