Terms & Condtions | The Adored Dog Spa

TERMS AND CONDITIONS

Welcome, and thank you for considering The Adored Dog Spa for your dog’s grooming. Below are my full Terms & Conditions. I know T&Cs aren’t the most exciting read, but they’re here to keep things clear, fair, and safe for both you and your dog. Please have a read through before booking. If you have any questions at all, honestly just get in touch.

These Terms & Conditions explain how The Adored Dog Spa operates and what you're agreeing to when you book an appointment. By booking, paying a booking fee, attending an appointment, or signing, you confirm you've read, understood, and agree to these terms in full. Paying your booking fee forms a legally binding agreement for grooming services.

1. Bookings, Payments & Cancellations

A non-refundable 50% booking fee is required to secure your appointment. This reserves the time slot specifically for your dog and is deducted from your final bill on the day. The remaining balance is payable on collection. Any outstanding balances must be settled before future appointments can be booked.

The booking fee is non-refundable in all circumstances, including change of mind, cancellation, no-show, late arrival, behavioural issues, coat condition, or a groom being stopped for welfare reasons.

Booking fees can be moved once only, with at least 48 hours' notice.

Cancellation charges:

Less than 48 hours' notice: 50% of the groom price
Less than 24 hours' notice, missed appointments, or no-shows: 100% of the groom price

Repeated cancellations or no-shows may result in refusal of future bookings.

2. Arrival & Collection

Please arrive on time. If you're more than 15 minutes late, the appointment may be cancelled and charged as a no-show. Late arrival may also result in a shorter or incomplete groom, but the full price still applies.

Dogs must be collected on time. A £5 late collection fee applies after 15 minutes, with an additional £5 for every 5 minutes after that. Repeated lateness may result in refusal of future bookings.

3. Vaccinations

Dogs attending The Adored Dog Spa must be up to date with their vaccinations. It is the owner's responsibility to ensure this is the case before each appointment. If a dog is found not to be up to date and an issue arises, the owner accepts full responsibility.

4. Health Disclosure

Please disclose any relevant health information before your appointment, including but not limited to:

Medical conditions or ongoing health issues
Current medications
Recent surgeries or injuries
Skin conditions, allergies, or sensitivities
Lumps, bumps, or sore areas
History of seizures, fainting, or heart conditions

This information helps me adapt the groom safely and comfortably for your dog. If something isn't disclosed and an issue arises during or after the groom, I cannot accept responsibility.

5. Welfare & Safety

Your dog's welfare and safety always come first. This shapes everything I do, and there are situations where the groom may need to be adjusted, paused, or stopped entirely. These decisions are always made in the dog's best interest.

A groom may be stopped or refused if:

Your dog is too stressed, anxious, or showing unsafe behaviour
Coat condition makes grooming unsafe to continue
Continuing wouldn't be in your dog's best interest
A client behaves in a rude or threatening way

If a groom is stopped for any of these reasons, the full price remains payable. This reflects the time, handling, and care already invested in your dog.

If health concerns are noticed during grooming, you'll always be informed. Veterinary advice may be suggested where appropriate, and any vet costs are the owner's responsibility.

Emergency veterinary care: In the rare event your dog needs emergency veterinary attention during their appointment and you cannot be reached, I will take your dog to the nearest available vet. All costs associated with emergency treatment are the owner's responsibility.

Aggressive or reactive dogs: Please disclose any history of aggression or biting before your appointment. If this isn't disclosed and issues arise, the groom may be stopped and charged in full. Muzzles may be used for safety where needed.

6. Coat Condition & Matting

Matted coats can be uncomfortable and even painful for dogs, so welfare always comes before appearance. By booking, you understand that severely matted coats may need to be clipped short for welfare reasons, and that de-matting and clipping tight matting can sometimes cause skin irritation, clipper sensitivity, bruising, or in rare cases ear hematomas (a build-up of blood under the skin of the ear flap, which can occur from head shaking during or after grooming).

Light de-matting may be attempted (up to 15 minutes)
Severe matting will be clipped off where needed
De-matting fees apply: £5–£30 depending on coat condition

I cannot accept responsibility for skin irritation, clip-related marks, bruising, ear hematomas, or stress caused by necessary coat removal on heavily matted coats. These are known risks of grooming a matted coat and are not a reflection of the care taken during the groom.

7. Senior, Elderly & Special Care Dogs

Senior, elderly, disabled, or medically compromised dogs are always treated with extra care, patience, and consideration. These grooms are classed as welfare grooms, meaning the priority is comfort, safety, and stress reduction rather than achieving a breed-standard finish.

The final groom may not be perfectly even or stylistically precise, depending on what your dog can comfortably tolerate on the day. Grooms may be adapted, shortened, or completed in stages to protect their welfare.

The full groom price remains payable in all cases, reflecting the additional time, handling, and care these grooms require.

8. Pricing & Extra Charges

Prices are based on regularly groomed dogs in good coat condition. Additional charges may apply for matted, neglected, or overgrown coats, difficult or anxious behaviour, or extra time required beyond normal grooming. All extra charges are payable on collection.

9. Unfinished Grooms

If a groom cannot be completed due to behaviour, coat condition, or welfare reasons, the full groom price remains payable and no refunds will be given. The groom may be adjusted or shortened where needed for safety.

10. Refunds, Feedback & Adjustments

For new clients, a thorough consultation is carried out before the first appointment to discuss your dog's coat, lifestyle, and exactly the style and length you'd like. This is to make sure we're on the same page before any grooming begins, so you're confident with what you'll be collecting at the end of the day.

All payments, including booking fees and grooming costs, are strictly non-refundable. This includes:

Not liking the groom after completion
Behavioural issues during grooming
Coat condition affecting the result
A groom being stopped for safety or welfare reasons

Please check your dog's groom at the time of collection. Any concerns or changes must be raised before leaving the salon. Once you've left, the groom is considered completed and accepted.

Goodwill aftercare:

Minor adjustments are free at the time of collection
Within 24 hours, minor adjustments may be offered at my discretion, provided the coat hasn't been altered at home
After 24 hours, any adjustments are treated as a new appointment, and a bath and blow-dry fee applies (priced by size and coat condition)

11. Emmi-Pet Teeth Cleaning

Emmi-Pet is a cosmetic teeth cleaning service and is not veterinary treatment. It does not treat or diagnose dental disease and does not replace veterinary dental care under anaesthetic. Results vary from dog to dog.

I am not responsible for existing dental issues or any veterinary treatment needed before or after the session. If your dog cannot tolerate the treatment safely, the session may be stopped and the full fee remains payable.

If you're unsure whether your dog will tolerate Emmi-Pet, a trial session is available for £20 to assess tolerance before committing to full treatment.

12. Fleas, Ticks & Cleanliness

Please ensure your dog is up to date with flea and tick prevention. If fleas are found, a £30 cleaning fee will be added and the appointment may need to be stopped or rescheduled. Ticks are removed at £5 each.

Please ensure your dog has had a toilet break before arrival. Accidents in the salon may incur a £5 cleaning fee.

13. Photos

I may take photos of your dog for social media or marketing purposes. If you'd prefer I didn't, just let me know.

14. Liability

Every dog is treated with great care, but I cannot be held responsible for pre-existing health conditions, behavioural reactions during or after grooming, or results affected by coat condition or behaviour.

Agreement

By booking, paying a booking fee, attending an appointment, or signing, you confirm you have read, understood, and agree to these Terms & Conditions in full.