ABOUT THE DOG

Grooming & Appointment Policy

We want every dog to feel comfortable, cared for and safe, and every owner to know what to expect. This policy explains how we manage appointments, protect your dog’s welfare and handle payments and concerns.

1. Booking and agreeing to this policy

Appointments can be booked online, by telephone or in a salon. Walk-ins are subject to availability. We will make this policy and any relevant charges available before you confirm a booking. Please read them and ask us about anything unclear. The version supplied when you book applies to that booking; later changes will not apply retrospectively without your agreement.

Please inform us before your dog's first appointment with and provide updates whenever contact details, health, medication, behaviour or care needs change. The person booking must be the owner or authorised to make decisions about the dog’s care and payment. Separate membership or package terms will be provided before purchase; they do not remove your statutory rights.

2. Card details, deposits and payment

We use Pata to manage our bookings. Your appointment is not confirmed or secured until you have entered valid card details through the Pata booking link we send you and received confirmation. A booking request, provisional appointment or conversation with our team does not on its own confirm your appointment. It is your responsibility to complete this step promptly and check that your booking is confirmed. Until then, the appointment is provisional and the slot may be released. If you have not received the link, cannot complete it or are unsure whether your booking is confirmed, please contact the salon. Adding a card does not itself mean the full appointment price has been paid. Any deposit or advance payment required will be explained before you confirm.

Your card may be charged for a valid late-cancellation or no-show fee under section 3 where you have authorised this during booking. We will tell you the amount and reason before taking it and provide a receipt. Card details should only be entered through the payment link, never sent by email or message.

Payment for completed services is due on collection. Our salons are cashless. Any agreed deposit or advance payment will be deducted from your bill.

3. Cancellations, rescheduling and no-shows

Please give at least 48 hours’ notice to cancel or move an appointment. This means 48 actual hours before the start time, including weekends and closed days. For example, a Monday appointment at 10am must be cancelled by Saturday at 10am.

Use the cancellation option in your booking confirmation, contact your salon by telephone, or email management@aboutthedog.co.uk. If we are closed or cannot answer, leave a voicemail or email; the time your notice reaches us counts. Please keep a copy. Social-media messages may not reach the booking team promptly, so please use these channels.

Cancelling or moving an appointment with less than 48 hours’ notice, or missing an appointment, will result in a charge of 100% of the booked service price, subject to your statutory consumer rights. Any deposit or advance payment already made is credited against that charge.

Please contact us as soon as possible if there is an emergency or your dog becomes unwell. We will consider exceptional circumstances fairly. Repeated late cancellations or no-shows may mean we require advance payment for future bookings or cannot offer further appointments. Any advance payment remains subject to this policy and your legal rights.

4. Late arrival and changes by us

Please arrive on time and contact us if delayed. If you are more than 15 minutes late, we may have insufficient time to groom your dog safely and may need to shorten or reschedule the service. We will agree any alternative service and price with you. If the appointment cannot proceed because of your late arrival, section 3 applies; lateness does not automatically mean a full fee.

If we need to cancel because of staff illness, equipment failure or another operational problem, we will contact you promptly and offer a suitable alternative or a refund of payments for the service we cannot provide. We will not charge you a cancellation fee.

5. Prices and extra work

Prices depend on the service, size, coat condition and individual care needs. We will confirm the price or a clear estimate and how any additional charges are calculated before work starts. Extra matting work, additional time or a second groomer may increase the price. Where two groomers are needed, the additional charge is £25, explained and agreed in advance.

We will seek your agreement before carrying out chargeable extras or changing the agreed service. If we cannot reach you and do not already have specific consent, we may pause or stop the groom rather than incur unapproved charges. We will not apply a general price increase retrospectively to an agreed booking without your consent.

6. Collection

We will give an estimated collection time and contact you when your dog is ready. Please collect within 20 minutes of that notification. If collection is more than 20 minutes late, a £10 late-collection fee applies. This increases by £5 for each further 10-minute period: more than 30 minutes late is £15, more than 40 minutes late is £20, and so on. These charges will be explained at booking. Please tell us promptly if delayed. Charges do not apply to delays caused by us. Extended care must be agreed in advance and is subject to availability; grooming appointments are not a daycare service.

7. Health information and fitness to groom

It is your responsibility to provide complete and accurate information about your dog’s health, behaviour and care needs, to the best of your knowledge. You must tell us about any known or suspected issue when booking, update the check-in form, and inform the groomer directly at handover before every appointment. Do not assume that information given at a previous visit, to another team member or at another salon is sufficient: please confirm any ongoing condition and explain any changes since the last groom. If someone else brings your dog, you must ensure they can pass on this information and are authorised to discuss care decisions.

You must disclose allergies; skin or ear problems; lumps, wounds or sensitive areas; recent illness, injury or surgery; pregnancy or being in season; seizures; heart or breathing conditions; mobility difficulties; medication or changes in medication; veterinary advice or restrictions; and any previous adverse reaction to grooming or products. Tell us about changes in behaviour or anything else that could affect safe handling or treatment, even if it has not yet been diagnosed. If you are unsure whether something is relevant, tell us. We may require veterinary advice or clearance before proceeding.

Please keep vaccinations and parasite prevention appropriate to your dog’s age and circumstances, following your vet’s advice. We may request vaccination information. For puppies, please ask your vet when it is safe to attend a shared salon environment. Tell us beforehand if your vet has advised against vaccination so we can discuss suitability and precautions.

Do not bring a dog with suspected infectious illness, including kennel cough, vomiting or diarrhoea, or an active parasite infestation. Contact us immediately to discuss rescheduling. We carry out a visual welfare and coat assessment, but this is not a veterinary examination and cannot identify every condition. We do not diagnose illness or prescribe treatment.

8. Fleas, ticks and other parasites

If we find parasites, we will contact you and may pause or stop the appointment to protect your dog and others. Please seek appropriate treatment from your vet. We will explain any work already completed and any reasonable additional cleaning cost before charging. Where infestation requires additional salon cleaning, a £20 charge may apply if disclosed in advance and reflecting the cleaning required. It is not an automatic veterinary treatment fee.

We will not apply medicated parasite treatments or undertake tick removal without discussing suitability and obtaining your consent. If the groom cannot proceed, we will explain any proportionate charge for work undertaken or evidenced loss under the booking terms. We will not automatically charge 50% simply because fleas are discovered, and will not recover the same cost twice.

9. Behaviour, anxiety and safe handling

Please disclose any history of biting, snapping, escape attempts, fear, noise sensitivity or difficulties with other dogs. Tell us what helps your dog feel safe. We may suggest an introductory visit, a shorter session, breaks, a quieter appointment or veterinary support.

We use gentle handling and appropriate safety equipment. Where a muzzle may be necessary, we will discuss this with you beforehand where practicable. Any use must be suitable for the dog, supervised, brief and compatible with comfortable breathing. We will never continue simply to achieve a requested style where your dog is in pain, significantly distressed or cannot be handled safely. We do not administer sedatives.

If an appointment must stop, we will explain why and agree next steps. Any charge will reflect work reasonably completed and any separately justified loss caused by information not disclosed, within the agreed terms. A full grooming fee is not automatically due for an incomplete service, however we may have to charge this if depending on individual circumstance and this is at our discretion.

10. Older dogs and dogs with additional needs

Older dogs and those with medical conditions may need a comfort groom rather than a full styling appointment. We will adapt handling, drying, breaks and the service where appropriate. We may stop or recommend a vet-led groom if we consider salon grooming unsuitable. Your agreement to a modified groom does not remove our responsibility to take reasonable care.

11. Matting and coat condition

Your dog’s comfort comes before appearance. Tight or extensive matting can pull on the skin and hide irritation, wounds or parasites. We will not carry out prolonged or painful brushing to preserve coat length. A shorter clip may be the kindest option, and the finished style may differ from your request.

We will explain the proposed approach, foreseeable risks and additional cost, and obtain your consent before removing substantial matting or clipping significantly shorter than agreed. If you are unavailable and we do not already have specific recorded consent, we will pause for up to 10 minutes to attempt to contact, however in the instance we cannot contact, we will carry out a groom based on the dog's best comfort and welfare. Immediate welfare emergencies are handled under section 13.

Removing matting may reveal existing skin problems, and sensitive skin or irritation can become apparent afterwards. We will explain what we observe and give aftercare advice. These risks do not exclude our responsibility for negligent work or a failure to use reasonable care and skill. Repeated severe matting may mean we recommend a revised grooming schedule or veterinary support before another appointment.

12. Grooming results, products and aftercare

Please explain the finish you would like at check-in. We will discuss what is achievable for your dog’s coat, condition and comfort; photographs are a guide rather than a guarantee of an identical result. Tell us about known reactions so we can discuss appropriate shampoos, fragrances and other products.

Please monitor your dog after grooming and follow any aftercare advice. Contact us promptly about unexpected irritation or discomfort. If your dog is in pain, has breathing difficulties or appears unwell, seek veterinary help without waiting for our response. Grooming does not replace veterinary assessment or treatment.

13. Accidents and veterinary emergencies

If an incident occurs, we will assess your dog, provide appropriate first aid within our competence and tell you promptly. Please remain reachable throughout the appointment and provide an emergency contact and your vet’s details.

Where urgent veterinary attention is needed, we will try to contact you or your emergency contact. If delaying could compromise your dog’s welfare, you authorise us to seek necessary urgent veterinary assessment and treatment and arrange safe transport, even if you cannot be reached. We will use your usual vet where practicable, or the nearest suitable available practice.

You are responsible for veterinary costs relating to your dog’s underlying condition or an emergency not caused by our breach of duty. Where our negligence or failure to use reasonable care and skill causes injury or loss, our responsibility is not excluded. We will investigate incidents fairly and liaise with our insurer where appropriate.

14. Ultrasonic teeth cleaning and dental add-ons

Our teeth-cleaning services are non-veterinary cosmetic services for suitable dogs. They do not diagnose or treat dental disease, replace veterinary dentistry, or guarantee removal of all plaque, tartar or staining. We do not scale below the gumline, extract teeth or use anaesthesia.

If we notice concerning signs such as pain, loose teeth, bleeding, significant gum inflammation or suspected infection, we may decline or stop treatment and recommend a vet. Results depend on oral condition and tolerance. If your dog will not safely tolerate treatment, we will stop and explain any proportionate charge for work carried out. Dental plans and prepaid packages have their own terms, supplied before purchase, including what happens if treatment becomes unsuitable.

15. Arrival, belongings and treats

Please bring your dog on a secure lead or in a suitable carrier and allow an opportunity to toilet before arrival. Keep dogs under control in reception and tell us about any difficulties with other dogs. Only authorised people should collect your dog; tell us in advance if someone else is coming.

For safety, the grooming area is restricted to staff unless you are invited in. Please avoid leaving unnecessary valuables. We will take reasonable care of items entrusted to us; we do not exclude responsibility for loss or damage caused by our negligence.

We may offer suitable treats during a groom. Please tell us both on the check-in form and at handover about allergies, dietary restrictions or a request for no treats. You may bring clearly labelled treats for your own dog.

16. Photographs, marketing and personal information

We may take photographs to record coat condition, grooming work or an incident. Promotional photography and sharing are optional: we will ask for your permission and record your preference. Declining does not affect your dog’s care. Please tell us if you change your mind; we will stop future promotional use and remove material from channels we control where reasonably possible.

We use customer details and grooming records to manage appointments, provide care, take payments and handle enquiries. Where needed, information is shared with booking and payment providers, IT providers, veterinary practices, insurers or authorities, in accordance with our Privacy Policy. We do not sell your personal information. Please read www.aboutthedog.co.uk/privacy-policy for further information about data use and your rights.

17. Concerns and complaints

If you are unhappy with a groom, please let the salon know as soon as possible, ideally within 48 hours so we can assess the result promptly. This is a request for prompt reporting, not a deadline that removes your rights; concerns raised later will still be considered.

Email management@aboutthedog.co.uk with your name, your dog’s name, salon, appointment date, a description of the concern and relevant photographs or veterinary information. We aim to acknowledge complaints within two working days and provide a substantive response within ten working days. If we need longer, we will explain why and give an update.

We will review the service and discuss a fair remedy. Depending on the circumstances, this may include a suitable adjustment, repeat performance where safe and appropriate, or a price reduction or refund. These options do not limit remedies available under consumer law. Please do not delay veterinary care while waiting for a complaint response.

18. Our responsibilities and your rights

We will provide services with reasonable care and skill and act in your dog’s best interests. Our assessment is a visual welfare and coat check, not a veterinary examination. We cannot identify every hidden or underlying condition, and grooming is not a substitute for veterinary care.

We rely on the health and behaviour information you provide when deciding whether and how to groom your dog. We are not responsible for injury, deterioration of a pre-existing condition or other loss to the extent it results from information you knew, or reasonably should have known, but did not disclose, provided we have exercised reasonable care and skill and have not otherwise caused or contributed to that harm through our negligence or breach of duty. We will respond appropriately to concerns we observe, whether or not they were disclosed.

A condition becoming apparent during or after grooming does not by itself establish that grooming caused it. Any concern will be assessed on its individual circumstances. Nothing in this policy excludes or restricts liability for our negligence, fraud, or any responsibility that cannot lawfully be excluded, or affects your statutory consumer rights.

We may decline or stop a service for a genuine welfare or safety reason, or if a customer behaves abusively or threatens staff. We will explain the reason and deal fairly with any payments for services not provided. Customers are welcome to ask questions about this policy before booking.

ABOUT THE DOG Ltd | 01454 501411 | management@aboutthedog.co.uk