A little preparation.
A happier visit.

Appointments & cancellations

Appointments are recommended and should be booked in advance. Please give at least 24 hours' notice if you need to cancel or reschedule.

Any cancellation or no-show fee will be explained when you book. Repeated late cancellations or missed appointments may require prepayment or affect future booking availability. We understand emergencies happen and may consider exceptions.

Running a little late?

Please contact us as soon as you can. Arrivals more than 10–15 minutes after the appointment time may need to be rescheduled or have the service adjusted, depending on our schedule and your dog's needs.

If a late arrival means we cannot safely or reasonably complete the service, we will discuss any fee with you before proceeding.

Drop-off & pick-up

Please leave an accurate phone number and remain reachable during your dog's appointment. We will contact you when your pup is ready. Please collect them promptly, ideally within 30 minutes, unless we have agreed on another time.

If you expect a delay, let us know as soon as possible. Any late pick-up fee must be communicated and agreed to in advance.

Pricing & payment

Prices are estimates until we assess your dog's size, coat condition and length, behaviour, grooming history and requested style. We will discuss material price changes or extra services with you and obtain your approval before proceeding.

Payment is due when grooming is complete, before your dog leaves the salon. We will confirm accepted payment methods when you book. Only disclosed and agreed fees will be charged.

Health & well-being

Before your visit, please tell us about any medical conditions, allergies, injuries, medications, recent surgery, skin or ear concerns, seizures, heart or breathing issues, or sensitivity to handling.

If your dog has signs of a potentially contagious illness—including vomiting, diarrhoea, coughing or unexplained lethargy—please contact us to reschedule. We may request relevant vaccination information or postpone grooming if health or safety concerns arise. Any vaccination requirements will be explained before booking.

We do not accept dogs with fleas, ticks or other parasites. If parasites are discovered during grooming, we will stop the service and ask you to collect your dog as soon as possible.

Coat condition & matting

Severe matting can pull on the skin and make brushing painful. A shorter haircut may be the safest, kindest option. We will explain the options and seek your agreement before a significant change to the requested style, where practical.

An exact style or length may not be possible when coat condition, matting, behaviour or your dog's comfort makes it unsafe or unrealistic. Tell us your preferences at drop-off, including areas you would like longer or shorter. Reference photos are always welcome.

Comfort, behaviour & handling

Please share any history of biting, snapping, fear, reactivity, escape attempts, handling sensitivity or difficulty with grooming. We use reasonable, humane handling practices and prioritize your dog's welfare and everyone's safety.

If your dog becomes excessively distressed or grooming presents a safety risk, we may pause or stop the service and contact you to discuss next steps. Any charge for an incomplete service will reflect work already completed and fees disclosed and agreed to beforehand.

Emergencies & veterinary care

If we reasonably believe your dog needs urgent veterinary attention, we will make reasonable efforts to contact you or your emergency contact promptly.

A separate, signed salon consent form authorizes us to seek emergency veterinary care when reasonably necessary if we cannot reach you in time. Veterinary and transportation costs are your responsibility, subject to applicable law. Sending an enquiry through this website does not replace that signed consent.

Tell us how we did

If you have a concern about your dog's service, please contact us as soon as possible so we can understand what happened and discuss a reasonable resolution. We ask that concerns be raised respectfully, and we will review them fairly and communicate next steps.

Owner responsibilities

You must be your dog's owner or be authorized to arrange grooming and accept the salon's policies. Please provide accurate contact, health and behaviour information and keep us updated when anything changes.

Acknowledgement & consent

By booking and proceeding with a service, you acknowledge that grooming involves handling and equipment and that some risks cannot be completely eliminated. These policies do not remove any rights or responsibilities that cannot legally be waived.

We will ask you to complete the salon's separate client acknowledgement and emergency-care consent as part of your appointment arrangements.