1. Appointments, Cancellations, and No-Shows

• Booking Confirmation: Appointments can be booked online, by phone, or in person. A booking is only secured once you receive a confirmation text.

• Cancellation and Rescheduling: We require at least 48 hours' notice for any cancellations or rescheduling. Cancellations made with less than 48 hours' notice will incur a cancellation fee equal to 50% of the scheduled service cost.

• No-Shows: If you miss your appointment entirely without notifying us, you will be charged the full price of the missed service. Future appointments may require upfront, non-refundable prepayments.

• Late Arrivals & Grace Period: We offer a 15-minute grace period for arrivals. If you are more than 15 minutes late, your appointment may be shortened or rescheduled to avoid disrupting subsequent clients. The full service fee will still apply.

2. Sedation and Behavioral Medication Policy

• Prior Notification Required: If your dog requires any form of chemical sedation, prescription relaxants, or vet-prescribed behavioral medication to undergo grooming, you must inform us at the time of booking. Accepting a sedated animal requires specific preparation & altered handling techniques.

• Veterinary Authorization Requirement: For the health and safety of your pet, you must provide a written authorization letter or official notification from your veterinarian confirming that the medication has been prescribed specifically for grooming and that the dog is medically fit to be groomed while under its influence. This document must be presented before or at the time of drop-off.

• Failure to Notify: If you arrive for your appointment with a dog that has been sedated or medicated without our explicit prior knowledge and approval, we cannot safely accept them into our facility. In this scenario, we reserve the right to turn you away immediately for the safety of the pet, and you will be billed the full groom charge for the missed session.

3. Pricing and Additional Fees

• Estimated Pricing: Quotes provided prior to grooming are estimates only. Final pricing is based on the dog’s breed, coat condition, behavior, and the time required to complete the service.

• Matted Coats: Heavy matting requires extra time and carries an increased risk of skin irritation or nicks. A de-matting fee or a shave-down fee may be added to your total depending on the severity of the coat.

• Parasites (Fleas/Ticks): If your dog is found to have fleas or ticks, we will automatically perform a specialized flea treatment bath. A mandatory £20 flea charge will be added to your final bill to cover the cost of the treatment and the deep cleaning of our facility.

4. Pet Health, Safety, and Vaccinations

• Vaccination Requirement: To ensure the safety of all animals, dogs must be fully up-to-date on their core vaccinations. Proof of vaccination must be provided prior to or at the time of the first appointment.

• Health Disclosure: Owners must inform us of any pre-existing medical conditions, allergies, skin sensitivities, or physical limitations (such as arthritis) before grooming begins.

• Medical Emergencies: If your pet becomes ill or suffers a medical emergency while in our care, we will attempt to contact you immediately. If you are unreachable, we reserve the right to seek veterinary care at the owner's sole expense.

5. Temperament and Safety

• Behavioral Disclosure: You must notify us if your dog has a history of aggression, biting, or extreme nervousness.

• Muzzling and Safety Gear: We reserve the right to use humane safety equipment, such as muzzles, if necessary to complete the groom safely.

• Refusal of Service: For the safety of our staff and your pet, we reserve the right to stop or refuse service at any time if a dog displays dangerous, uncontrollable, or overly aggressive behavior. The owner will be charged for the portion of the groom completed up to that point.

6. Drop-off and Pick-up

• Punctual Pick-up: You will be notified at the start of your appointment or via text or call when your dog is ready. Dogs must be picked up within 15 minutes of the given time.

• Late Pick-up Fees: Dogs left past the agreed pick-up window will incur a late fee of [e.g., £5 per 15 minutes] to cover the cost of boarding and care.

7. Liability and Claims

• Inherent Risks: Grooming sharp tools near moving animals carries inherent risks. While we take maximum precautions, minor nicks, scratches, or brush burns can occasionally happen.

• Limitation of Liability: Dogs Best Friend Grooming is not liable for structural grooming issues arising from pre-existing coat neglect (such as severe matting), or for underlying medical issues exposed by the grooming process. If you require a copy of the matting policy this can be provided upon request.

• Photographs and Media: We reserve the right to take photos or videos of your pet for our website and social media profiles unless you explicitly opt out in writing before the appointment.

8. Modifications to Terms

We reserve the right to update or change these Terms and Conditions at any time. Any changes will be posted on this page and will apply to all bookings made after the date of publication.