Dog Grooming Terms & Conditions

By booking an appointment with The Scruffy Dog Co, you agree to the following Terms & Conditions. These policies are in place to protect the health, welfare and safety of every dog in our care, as well as our staff, equipment and other customers.

1. Health & Welfare

Owners must inform us of any medical conditions, allergies, injuries, skin problems, previous surgeries, medication, behavioural issues, anxiety, pregnancy, age-related concerns or any other relevant information before the appointment.

We reserve the right to refuse, pause or stop a groom if we feel a dog is unwell, overly stressed, aggressive, unsafe to handle, or if continuing the groom may put the dog or groomer at risk.

In the event of a medical emergency, we will attempt to contact the owner immediately. If urgent treatment is required and the owner cannot be reached, veterinary assistance may be sought. The owner will be responsible for any veterinary costs incurred.

2. Animal Welfare

The welfare of the dog will always come first.

We work in line with our duty of care under the Animal Welfare Act 2006 and will not carry out any grooming procedure that we believe may cause unnecessary pain, distress or discomfort.

This includes, but is not limited to, excessive de-matting, continuing a groom when a dog is highly stressed, or attempting to maintain coat length when clipping short would be the kinder and safer option.

3. Matted Coats & De-Matting

Owners are responsible for maintaining their dog’s coat between grooming appointments.

If a dog arrives with severe matting, we may need to clip the coat short for the dog’s comfort and welfare. Matted coats can pull tightly on the skin and may hide irritation, sores, bruising, parasites or other skin issues.

We will not carry out excessive de-matting if we believe it may cause unnecessary discomfort. In these cases, clipping short is often the safest and most humane option.

Additional charges may apply for matted coats due to the extra time involved, specialist care required, and potential wear or damage to grooming equipment.

The Scruffy Dog Co will not be held responsible for irritation, minor nicks, skin sensitivity or underlying conditions revealed once a matted coat has been removed.

4. Fleas, Ticks & Parasites

Dogs must arrive free from fleas, ticks and other parasites.

If fleas or parasites are found during the appointment, treatment may be carried out immediately to prevent spread within the salon. A flea treatment fee and any additional cleaning or handling charges will be added to the final bill.

Appointments may also be stopped or rearranged if we feel there is a risk to other dogs, staff or the salon environment.

5. Behaviour & Aggression

Owners must inform us in advance if their dog has ever shown signs of aggression, nervousness, reactivity, biting, snapping, extreme fear or difficulty being handled.

If a dog becomes aggressive, overly stressed or unsafe during grooming, we reserve the right to stop the appointment immediately. Charges may still apply for the work already carried out and the time allocated.

The Scruffy Dog Co will not be held responsible for injury caused by a dog’s aggressive, sudden or unpredictable behaviour.

In some cases, dogs with behavioural challenges may require shorter appointments, additional handling support, a modified groom, muzzle use, or referral to a vet or behaviour specialist.

6. Accidents & Injuries

Every care is taken during the grooming process. However, grooming involves sharp tools and moving animals, so accidents can occasionally happen, especially with dogs that are matted, elderly, anxious, reactive, unwell or difficult to handle.

Owners must disclose any condition that could increase the risk of injury during grooming.

The Scruffy Dog Co will not be held responsible for issues caused by undisclosed medical conditions, pre-existing injuries, skin problems, matted coats, behavioural issues or age-related sensitivity.

7. Dogs In Season

Please let us know before the appointment if your dog is in season.

Depending on the situation, we may need to rearrange the appointment to avoid stress, hygiene concerns or disruption to other dogs in the salon.

8. Cancellations, Rescheduling & No-Shows

A minimum of 48 hours’ notice is required for cancellations or rescheduling.

Late cancellations or missed appointments may be subject to a minimum charge of 50% of the groom fee.

Repeated cancellations or no-shows may require full or partial pre-payment for future appointments.

9. Late Arrival & Collection

Please arrive on time for your appointment. Late arrival may result in the groom being shortened, rearranged or cancelled, and a fee may still apply.

Dogs must also be collected promptly once grooming is complete. Late collection may result in additional charges, as it can affect later appointments and the comfort of dogs in our care.

10. Pricing & Additional Charges

Prices are based on breed, size, coat condition, temperament, behaviour, style required and time needed.

The final price may increase if extra work is required due to matting, knots, fleas, difficult behaviour, excessive coat growth, poor coat condition, or additional time needed to complete the groom safely.

We will always aim to be fair and transparent, but the dog’s welfare and the time required will determine the final charge.

11. Payment

Payment is due upon collection unless agreed otherwise in advance.

The dog may not be released until payment has been made in full.

12. Photography & Marketing

We may take photos or videos of your dog before, during or after grooming for use on our website, portfolio, social media or marketing materials.

Please inform us before the appointment if you do not consent to your dog being photographed or filmed.

13. Owner Responsibility

Owners are responsible for providing accurate information about their dog’s health, coat condition, behaviour and grooming history.

By booking an appointment, you confirm that all information provided is accurate and that you understand and agree to these Terms & Conditions.

14. Liability

The Scruffy Dog Co will not be held liable for any injury, irritation, reaction, condition or issue resulting from:

• Pre-existing medical or skin conditions
• Severe matting
• Undisclosed behaviour or aggression
• Elderly or anxious dogs
• Fleas, ticks or parasites
• Poor coat maintenance between appointments
• Failure to disclose relevant health or welfare information

We will always act in the best interests of the dog and take reasonable care throughout the grooming process.

Agreement

By booking an appointment with The Scruffy Dog Co, you confirm that you have read, understood and agreed to these Terms & Conditions.