These policies are in place to protect both your time and mine, and to make sure I can continue offering the best care for all of my clients 💆♀️✨.
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Illness Policy 🤒
If your dog is feeling unwell (cough, contagious illness, fleas, worms, stomach bug, etc.), please let me know as soon as possible. Treatments cannot go ahead if the dog is unwell, as this puts my other clients at risk.
If your dog is unwell and I am unable to carry out your treatment, the full appointment fee will still be charged.
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Medical Conditions 🩺
Consultation forms must be completed online for every appointment at least 48 hours before your booking (or as soon as possible if you book a last-minute slot). This ensures I have all the information I need to carry out the groom safely and effectively.
All medical conditions must be declared on the consultation form. If your dog does have a serious medical condition, please do check before booking your appointment if the treatment is still suitable for them to have. If a condition is not disclosed and it prevents treatment from going ahead, the appointment will end immediately and the full appointment fee will be charged.
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Deposits 💳
A 50% deposit is required to secure all bookings.
• Deposits are non-refundable.
• With enough notice (see cancellation policy), deposits can be transferred to a rescheduled appointment.
• Deposits must be paid within 12 hours of booking via payment link, cash, or bank transfer.
• If the deposit is not received within 12 hours, the appointment will be cancelled and your slot will not be held.
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Cancellations & Rescheduling 📅 • More than 48 hours’ notice – you can reschedule and your deposit will transfer to the new booking. • 24–48 hours’ notice – you may reschedule, but your deposit will be lost and a new one will be required. • Less than 24 hours’ notice or no-show – the full appointment fee will be charged.
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Gift Vouchers 🎁 • Gift vouchers are valid for 12 months from purchase. • Vouchers are for the named recipient only and cannot be transferred, swapped, or exchanged for cash. • For cancellations & rescheduling • 24–48 hours’ notice – 50% of the voucher value will be lost. • Less than 24 hours’ notice or a no-show – the full voucher value will be lost. • Expired vouchers cannot be redeemed.
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Lateness & Arrival ⏰
Please aim to arrive on time for your appointment, and no more than 5 minutes early, as I have a limited waiting area.
• If you do arrive earlier, please send me a quick message — if I’m ready sooner, I’ll invite you in, otherwise I kindly ask that you wait outside or in your car until your appointment time.
• If you are more than 5 minutes late, I will try to call you.
• If I cannot reach you, I will wait up to 15 minutes. After this, the appointment will be cancelled and treated as a no-show, with the full fee due.
• If you arrive late but within the 15-minute window, your treatment may be shortened to keep to schedule, but the full fee will still apply.
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✨ Thank you so much for understanding and respecting these policies — it means I can continue to give all my clients the best possible care 🖤.
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