T&Cs at Royals Dog Grooming

Terms and Conditions

By registering with us, making an appointment and using our services, you agree to all of our Terms and Conditions and policies set out below and within your registration form. We have the right to make changes and adaptations for the needs of the business at anytime.

This page was updated Thursday 6th November 2025.

Cancellation & Scheduling Policy

Your appointment time is reserved specifically for your dog. Consistent adherence to this policy is essential for us to maintain our business and serve all our valued clients efficiently.

Cancellation & No-Show Fees

We kindly request 48 hours notice if you need to reschedule or cancel your appointment to avoid the following charges:

Late Cancellation (24-48 hours notice): Subject to a charge of 50% of the service fee.
Late Cancellation (within 24 hours notice): Subject to a charge of 100% of the service fee.
No-Shows: Will be charged 100% of the service fee.

Policy Enforcement

We always aim to be flexible and ask for your honesty regarding unexpected situations so we can offer the best solution. Since we have removed the requirement for deposits to confirm your appointment, consistent adherence to this cancellation policy is now crucial to maintaining our schedule and continuing to provide efficient services to all our clients. Please be aware that repeat no-shows or late cancellations may result in the inability to book future appointments.

Outstanding Fees: Any future scheduled appointments will be cancelled until all outstanding cancellation fees are paid.
Persistent Issues: Persistent late cancellations or no-shows may result in being required to pay the full service fee upon booking or being removed from our books.
Flexibility: If we are able to fill your slot with another client, we will happily waive the cancellation fee.

Late Arrival Policy

We prioritise the safety of the dogs in our care and will not rush our groomers to complete a job.

15 minutes late: If you are more than 15 minutes late, we will likely need to reschedule your appointment, and the full original service fee will still be charged.
Reduced Service: If we are unable to provide the full grooming service due to you being late, we may offer a Maintenance Service if we are able to complete it in a timely manner without it affecting our next clients. In either case, you will be charged for the full grooming service originally scheduled.

Dog Wellness Cancellations

If you need to cancel due to your dogs illness, infection or a recent operation, please notify us immediately. We may ask you to consult your vet before rescheduling to develop a safe grooming plan. Veterinary records or notes may be required for your next booking.

Deposit & Rescheduling

We no longer take deposits to confirm your appointment. If you have a deposit on file and need to cancel, your deposit will be held for up to 12 weeks to allow you to reschedule. If a new appointment is not booked within this 3-month period, the deposit will expire. Your deposit may be put towards the cost of your groom.

Diary Adjustments

Our schedule is fluid. We may contact you to adjust your appointment time slightly to ensure smooth operations. We appreciate your understanding and cooperation.

Matting Policy

Our top priority is always the comfort and welfare of your dog. We operate under the philosophy of "Humanity before Vanity."

Why Matting Must Be Removed: Welfare & Health

Matted fur is not just a cosmetic issue; it poses serious health and welfare risks for your dog:

Pain and Discomfort: Matted fur constantly pulls on the dog's skin, causing pain when they move or lie down.
Skin Issues: The skin underneath is denied airflow, leading to rawness, inflammation and potential infections as the coat will not dry properly and trap in any moisture.
Hidden Dangers: Matting often hides existing skin complaints, parasites (fleas, ticks, maggots), and other injuries.

The Only Feasible Solution

When a pet's coat is matted, it is unfeasible to de-mat or brush out the coat, as this would cause excessive pain, discomfort and suffering.

Shaving is Required: Instead, the matted coat must be clipped extremely short. This is necessary to get the blade safely between the matting and the skin to enable us to remove it.
Safety First: Removing matting with scissors is not considered safe, making clipping the only viable option.
Appointment Service: If your dog requires a clip off but is not booked for a Full Grooming service, we may need to reschedule to ensure we have the necessary time and space in our diary to safely complete the groom. The price of the groom will be reflected upon your dogs coat condition.

Owner Acknowledgment & Liability

The owner acknowledges that, whilst every precaution will be taken, the removal of severe matting carries risks:

Risk of Injury & Irritation: The removal of severe matting may result in nicks, cuts or skin irritation, as the skin is often pulled and concealed within the mat.
Post-Groom Care: We will use a sensitive shampoo to help soothe any irritation. Please note that your dog's behaviour may temporarily change while they adjust to the sudden removal of the tight matting.
Veterinary Costs: Any necessary veterinary costs arising from injuries directly related to the mat removal will solely be the owner's responsibility.

Ultimately, removing the matting is in the in best interest of your pet. We will work with you to create a regular grooming plan at home and in the salon to prevent it from happening again.

Owner Responsibility & Prevention

It is the owner's responsibility to maintain their dog's coat between professional grooms using the appropriate tools for your dogs coat.

Daily Brushing is Key: We highly recommend brushing your dog daily, focusing on key areas like the ears, legs, tail and areas where the collar or harness sits.
Ask for Advice: Please don't hesitate to ask! We are happy to advise you on the correct brushes and show proper techniques. We're here to help.

Flea & Parasite Policy

At Royals Dog Grooming, we take the health and wellbeing of all pets very seriously. This policy is essential to protect all pets, clients and our salon environment.

Prevention

We require that your dog is up-to-date with regular preventative treatments for all parasites.

Suspected Infestation: If you suspect your dog has fleas or any other parasite before their appointment, please notify us immediately. Your dog must be treated at home before they can be accepted for grooming.
Check-In Inspection: Every dog will be thoroughly checked by their groomer upon check-in for any signs of parasites.

Infestation Found at Check-In

If a parasite infestation is found upon check-in, your dog will be refused the grooming service and a £20 flea charge will be applied to cover the cost of the staff time allotted for your appointment and the expenses to fumigate the salon.

Discovery During Grooming

If fleas or other parasites are found during the grooming process, we must take immediate action based on severity.

Severe Infestation: You will be asked to collect your dog immediately, regardless of the stage of grooming process.
Minor Infestation: When 1-2 fleas are seen, the groom may be completed to allow the coat to be treated more easily at home.
Mandatory Salon Treatment Charge: Regardless of whether the groom is completed or terminated early, a mandatory £20 fee will be requested to cover the necessary treatment and fumigation of the salon environment. No further bookings will be accepted until this has been paid in full.

Client Well-Being Policy

The health, safety and comfort of your dog are our top priorities. For the safety and well-being of your pet and our staff, we require complete transparency regarding your dog's history. We strive to provide the best care, which is only possible when we have all the correct information.

Health Disclosure

Owner Responsibility: It is the owner's responsibility to advise us of any medical, physical, emotion issues, aggressive behaviours, allergies, sensitivities, or pre-existing health conditions and treatments before every grooming session. You must keep us updated regarding any new health concerns or conditions so we can update your pet's profile and make necessary adjustments to their grooming sessions.
Liability: Your groomer must understand any medical concerns to adjust the groom accordingly. We will not be liable for any issues arising due to a lack of complete or correct information provided by the owner.

Behaviour & Safety

Bite History: Your groomer must be made aware if your dog is a bite risk or has a bite history of any kind.
Muzzle Use: You agree that a muzzle may be used if deemed necessary to ensure the safety of your pet and the groomer. We work with dogs of all temperaments but safety is non-negotiable.

Discontinuation of Groom

Some dogs can become anxious or reactive during the grooming process. If continuing the groom threatens your dog's emotion or physical health, and/or the safety of the groomer, we will discontinue the groom and contact you immediately. While we rarely need to stop a groom, we will always put the dog's welfare first. In the event a groom is discontinued, you will be charged based on the time taken and services completed, up to the full payment of the original service.

Illness

For the safety and comfort of your dog and our other canine clients, please do not bring your dog to the salon if they are unwell (e.g, comiting, diarrhea, kennel cough etc.)

Injuries

If your dog has injured themselves or has an open wound, please inform us right away. We may need to reschedule your appointment and advise a vet visit. A Vet Report may be required to confirm it is safe to proceed with grooming.

In Season and Pregnancy

We are unable to accept the following:

Bitches who are in season (as their behaviour can change and the scent can affect other dogs behaviours).
Pregnant dogs or female dogs that are still feeding their young.

We can accept puppies for their first introductory groom once they are 12 weeks old and have had both vaccinations.

Customer Expectations

Leash Requirements

All dogs must be brought into the salon on a short leash. Even if your dog is friendly and well-behaved, we may have other dogs inside that are nervous or reactive. If you forget your leash, please ask to borrow one from us.

Punctuality

Do not arrive earlier than 5 minutes before your scheduled appointment time. As a small salon, arriving early can cause disruption and overlap with another client's time.
If we are ahead of schedule, we will contact you to see if you would like to come in sooner.

Toileting

Please ensure your dog has been toilet before coming into the salon; a relieved dog is a happy dog and will be more comfortable during their session.
If your dog toilet in a public area outside the salon, please pick it up. We have poop bags available if needed.
Please prevent your dog from urinating on walls or furniture inside the salon and around the communal exterior areas.

Owners Waiting

Owners are generally not permitted to wait in the salon whilst your dog has their groom. An exception is only made if your pet is extremely anxious or has complex behavioural issues and we require your assistance, as agreed upon in advance as part of their grooming plan. We will not be held liable for any accidents or injuries caused during this time. If the groom becomes unsafe to any party, we reserve the right to terminate the groom immediately.

Collecting Your Dog

We Will Contact You: We will call you when your dog is ready. Please do not turn up if we have not called for you as this will disrupt the groom.
Be Ready: Please be ready to collect your dog immediately after our call. We are very limited on space and prompt collection helps us stay on time for our next clients.
Late Collection Fee: Failure to collect your dog within 15 minutes of us making contact may incur a £5 charge for every subsequent 15 minutes (within reason). If you anticipate needing extra time, please inform us when you drop off your dog so we can factor that into our call time.

Payment and Final Review

Payment: Payment is to be made by cash (preferred), or bank transfer on the day of your appointment.
Corrections: We strive for perfection with every groom, however working with live animals can hinder this. If you would like any changes made to the haircut, please don't hesitate to ask before leaving the salon. If you notice anything that may need fixing when you get home, please contact us within 24 hours of your appointment. We will schedule you to correct this within our 72 hour grace period at no extra charge. Please note we cannot make any corrections longer than the grace period as working on a dirty coat will not give the perfect finishing and will affect the use of our equipment.

Zero Tolerance Policy

At Royals Dog Grooming, we maintain a Zero Tolerance Policy for any abusive, threatening, or otherwise harmful behaviour directed towards pets, staff or customers while on our premises.

Anyone found to be engaging in such behaviour will be asked to leave with immediate effect and will not be welcome back in store.

We reserve the right to refuse service to anyone at any time.

Special Offers & Discounts

Any discounts or special offers provided by Royals Dog Grooming are subject to the specific terms and conditions advertised for that promotion at the time of use. Only one discount or offer may be appled per grooming service visit.

Loyalty Cards

Redeem some awesome benefits on every other visit, including spa products and discounts!

The Golden Rule for Points

To earn your fantastic benefits, please remember to bring your card on every single visit!

Points can only be collected on the day of service. We cannot track or issue points retroactively, as this causes significant administrative work for our team.

Please Note: To maintain accuracy and efficiency, we will not combine points from multiple cards or issue new cards to replace forgotten ones. Please keep your original card safe!

Refer a Friend

Refer a Friend and you both get 10% OFF!

How To Get Your Discount:

1. Grab a Leaflet: Pick up a referral leaflet from the salon.

2. Your Friend Books: Your friend completes the form on the leaflet and brings it to book their first appointment to receive their 10% OFF instantly.

3. You Save: We will then email you your 10% discount code to use on your next visit.

The Small Print:

Your friend referral must be a new customer and not already on our books. They must present the leaflet with the relevant completed information for it to be valid and in order for you to receive discount.
Your discount code will expiry and must be used within 8 weeks of it being sent. You must show your discount code upon check-out.

Photography & Social Media Policy

Pet Photography Consent

We love showcasing your adorable pets! We may take photographs and/or videos of your pet during their grooming sessions for use on our:

Social Media channels
Website
Marketing Materials

Permission to post and use these images will be assumed unless you specifically request to opt-out upon registration.

Opt-Out Procedure

If you do not wish for your dog to be featured in any or all of these places, please email us directly: info@royalsdoggrooming.uk to express your preference.

Data Protection (GDPR)

Royals Dog Grooming is fully compliant with GDPR regulations. Any personal data collected is used solely for the purpose of providing our services and will not be shared with third parties without your consent. Clients may request to remove their data at any time.