ABOUT THE DOG GROOMING POLICIES

 

We welcome you and your dog to be groomed and cared for at About The Dog under the  following terms and conditions. In booking your dog with us online, by telephone in person  or any other method, you do so accept our full terms and conditions. Please read our  terms and conditions fully prior to your appointment.  

Your Dog’s Health & Welfare is our primary concern at About The Dog and this is reflected  in each of our services. We would like you to pay attention to the following policies we have in place in order to protect your pets and our staff within our salons:  

1. Booking Policy: 

◦ Appointments are required for all grooming services, and walk-ins may only  be accommodated based on availability. 

◦ We recommend booking in advance to secure your preferred date and time. ◦ All new clients are required to complete and sign our ‘Check-In’ form which  will be sent to you via SMS and email prior to your appointment. If you do not  receive a link to your ‘Check-In’ form, please inform a member of the team  when you bring your pet to their first appointment and this can be provided  in-store. You will be required to complete an updated ‘Check-In’ form each  time there is a change to your own or your pet’s circumstances.  

◦ When booking your appointment online via our website, you will be asked to  provide your card details to secure your booking. Please be aware that this  does not charge your card and this is simply a pre-authorisation process. A  charge is only applied in the event of a ‘No-Show’ or a cancellation within 24  hours of your appointment.  

2. Deposit Policy: 

◦ With effect from 10th November 2024, for all new customers, we do require a  non-refundable deposit of £20 may be required for certain bookings,  especially during peak seasons or for extended grooming sessions. This is  only required for over the phone and face to face appointments.  

◦ The deposit will be deducted from the final cost of the groom but is forfeited if  the client does not attend or cancel the appointment within the cancellation  window. 

◦ You may leave your rolling deposit with us for future appointments which we  will keep a record of and you are entitled to have returned at any point.  

3. Late Arrivals: 

◦ Clients are expected to arrive on time for their appointment. If you arrive  more than 15 minutes late, we may need to reschedule or cancel the  appointment to avoid delays for other clients. If we have not received any  communication from you after 15 minutes of your appointment time, you may  be charged a ‘No-Show’ fee or your deposit will not be returned. 

◦ For clients who arrive over 15 minutes late, our stylists will do their best to  groom your pet, however reserve the right to refuse to groom your dog at this  time or provide an alternative service within the time they have remaining.  

4. Cancellations and No-Show Policy: 

◦ Cancellations must be made at least 24 hours in advance. Failure to do so  will result in a cancellation fee of 100% of your appointment price or  forfeiture of the deposit. 

◦ Clients who do not show up for their appointment without prior notice will be  charged the full grooming fee or forfeit their deposit.  

◦ Repeat cancellations or no-shows may result in being unable to book future  appointments or payment for future appointments upfront at the time of  booking.  

5. Pricing and Payment: 

◦ All prices are subject to change and will vary based on the dog’s breed, size,  coat condition, and behaviour. 

◦ Please note, if our stylists deem your pet to require two people to groom your  pet, we may charge an additional charge of £20 to the price of your groom. This may be due to the behaviour, size or health requirements of your pet 

◦ Payments are required upon completion of services, and do not accept cash  payment of our services. In certain circumstances we may charge for  deposits and payment upfront.  

Salon Policies 

1. Health and Safety Requirements: 

◦ Dogs must be up-to-date on vaccinations, including rabies, distemper, and  parvovirus. Proof of vaccination may be requested and we ask for this  information in your ‘Check-In’ form.  

◦ Dogs showing signs of illness, fleas, or parasites will not be accepted for  grooming and will require rescheduling after treatment. 

◦ We always carry out a health check at the beginning of your dog’s  appointment and we do discover fleas at this point, we will call you and ask  you to rearrange your appointment when your dog no longer has fleas. We  do apply a charge of 50% of your appointment to cover our costs even if we  have been unable to carry out the groom to your pet.  

◦ It is not always possible to see fleas in all coat types easily at the time of an  initial visual health check and sometimes our groomers may discover your  dog has fleas once they have already started grooming your dog. If a dog is  found to have fleas or ticks during the grooming session, an additional £20  fee will be added to your grooming appointment price for salon sanitation and  flea/tick treatment. We may also not be able to complete the full groom at the  time depending on there dogs we have in the salon and the severity of flea  infestation to your dog. Our grooming stylists are trained and experienced to  make the best decision for the welfare of your pet and that of others and they will make the appropriate decision on a case by case basis.  

2. Behaviour and Temperament:

◦ For the safety of our staff, aggressive or overly anxious dogs may be refused service. 

◦ Owners must inform the salon of any behavioural issues or triggers in advance (e.g., biting, loud noise intolerance). 

◦ If a dog cannot be safely groomed, we reserve the right to stop the grooming process, and the client may still be charged for the time spent. 

◦ If your dog is displaying signs of aggression or our grooming stylists feel  safer if your dog wears a muzzle for their groom or for elements of their appointment, they may apply a muzzle to your dog in these circumstances. They will always inform you if they have done this and we always ensure your dog is reassured during this process.  

3. Matted Coats: 

◦ Matting can cause skin irritation, discomfort, and other health issues for dogs. In cases of severe matting, we may need to perform a shave-down to ensure the dog’s comfort and safety which is our highest priority.  

◦ Owners will be informed before de-matting or shaving, and an additional  charge will apply due to the extra time, care required and wear and tear to  our equipment. We will attempt to contact you at least 2 times prior to  carrying out matt removal, however if we cannot get in touch with you during  the appointment, we will carry out the groom to remove all matts in the safest  and most comfortable way for your dog. (Charges will vary depending on the  size of your pet and the size of the area of matting).  

◦ We are not responsible for minor nicks, cuts, or irritation resulting from any de -matting. 

◦ We understand that your dog may become matted and you might not be aware. We are here to help with any advice on how to avoid matting on your dog and we have tools and brushes in our stores that can help with maintaining your dog’s coat. Please always follow the recommendations of our groomers in order to avoid future matting. If you do not follow the recommendation of our grooming stylists and your dog is brought to us with continual severe matting, you may be charged a higher grooming fee.  

4. Accidents and Emergencies: 

◦ While we take every precaution to groom pets safely, some pets may become anxious or uncooperative, which can lead to minor accidents.
◦ If a pet sustains any injuries, owners will be notified immediately, and appropriate first aid will be provided. 

◦ In the case of a medical emergency, we will contact the pet’s emergency vet  or transport them to the nearest vet clinic. Any expenses incurred will be the responsibility of the pet owner. 

5. Owner’s Responsibility During Appointment: 

◦ Owners must ensure their pets are on a leash or in a carrier upon arrival and  departure.

◦ If your dog has any prior issues with other pets, please notify us of this prior  to your first appointment both via your ‘Check-In’ form and verbally to the  grooming stylist.  

◦ Pets should have had an opportunity to relieve themselves prior to the appointment to ensure comfort during grooming. If your dog has not relieved themselves, please notify the groomer of this as they may need to allow  extra time for them to be taken out during the groom.  

◦ For the safety of all pets and clients, owners are not to allowed in the  grooming area unless invited by a staff member, however are welcome to  use our front space in the salons to use our facilities and browse in our  shops.  

◦ Please note; it is your responsibility to complete your ‘Check-In’ form prior to  your appointment with all information up to date and you accept the terms  and conditions of your booking by brining your pet to be groomed with About  the Dog.  

6. Collection and Pick-Up: 

◦ Owners are required to pick up their pets within 15 minutes of being notified of completion. 

◦ A late pick-up fee of £5 per 15 minutes may apply if pets are not collected on time. 

◦ We may offer additional care for your pet at some of our locations, however  please book this with us prior to your appointment to ensure we have availability. If you do not book with us, you will be charged in line with the  above rate.  

7. Photography and Social Media: 

◦ We may take photographs of pets for our portfolio, social media, or promotional use. If you do not wish for your pet’s photo to be used, please inform us prior to the appointment via your ‘Check-In’ form.  

8. Liability: 

◦ The salon will not be held responsible for any pre-existing health conditions  or underlying issues that may arise or worsen during the grooming process.
◦ While every effort is made to ensure pets’ safety, grooming is performed at  the owner’s risk, particularly for elderly, ill, or anxious dogs. 

9. Personal Items & Treats 

◦ Any personal items (e.g., toys, collars) left with your pet, we are not  responsible for loss or damage. 

◦ You are welcome to bring your own treats with you to your pet’s appointment,  however we ask that you please label any treats clearly with your full name as your pet’s name so know clearly who they belong to.  

◦ We have a range of healthy and natural treats in our salons that we may use  as a reward for your dog during their grooming appointment. If your dog  cannot have any treats or has a dietary requirement, please ensure you give us detailed information about this in your ‘Check-In’ form and verbally inform  the grooming stylist at the time of your appointment. 

10. Data Privacy: 

◦ The salon collects basic information to facilitate appointments and maintain  grooming records. All personal data is kept confidential and is not shared  with third parties. 

These terms and conditions provide clear expectations for both clients and salon staff,  ensuring a safe, professional, and enjoyable experience for each pet. Owners should review these policies upon booking and sign an acknowledgment form if required by the  salon.

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