Terms and Conditions

Health & Welfare

When your dog is with us, its health and welfare is our main concern at all stages of the grooming process. Should we believe your dog is experiencing any fear or stress at any time, we will where possible employ alternative strategies to alleviate this. This may require additional time or multiple sessions to overcome this problem. 

We use a variety of slip leads, restraints and muzzles to protect both your dog and our groomers from injury. If your dog has any pre-existing conditions, then please notify us before their appointment. We will use these at our discretion to ensure they are safe during every aspect of the groom. 

During grooming it is possible pre-existing conditions are noticed, which you will be informed of, in order to seek veterinary advice. We will endeavour to give your dog a full health-check pre-groom, where their eyes, ears, teeth and skin will be checked to ensure they healthy. These details will be recorded and can be requested from the dogs registered owner following their appointment. 

Your dog will have access to fresh water during their groom, as well a toilet break to relieve any tensions. We follow the animal welfare code, strictly, and take the welfare of your dog, very seriously. 

Appointments & Pricing 

We operate strictly by appointment only. By booking an appointment either via phone or via our website, you agree to the price we disclose on our website. Payments can either be made through our secure payment platform, via our website, or via debit/credit card following the appointment or by means of cash. 

Our prices take into consideration the travel time and cost to your location, as well as providing a 1-1 appointment for your dog.  The only time more than one dog will be present in our mobile grooming van, is when they are from the same household. If you have two dogs, only one of whom is groomed, and they are not used to been apart, the second can remain at our discretion to keep them company. 

Our prices listed assume that; 


  • Your dogs coat is well maintained and free from knots, matts and tangles 

  • Your dog is well behaved and shows no signs of aggression 

  • Your dog is of a reasonable size in terms of its breed

There will be an incurred for matted coats and those that are poorly maintained, of £15. All charges are payable following the appointment being completed. Further information regarding the specifics of matting, can be found further below. 

During the health check, if we find fleas, we will not continue with the groom and you will be charged a cleaning fee of £15. It’s important that you regularly check your dog’s coat for fleas, especially before their grooming appointment to avoid any disappointment. 

Time Keeping

Our appointment slots are timed to each individual dog, with a period to try and prevent any overlap. This ensures we are not rushing to complete your dog’s groom, as quality is important to us. The appointment time given, is the time we expect to arrive at your location. We will endeavour to be on time for each appointment, however, the are some instances that are out of our control i.e. traffic and weather conditions. 

We will notify you by text message, if we are late and van re-arrange appointments if necessary. We hope you understand, due to the nature of mobile grooming, then lateness will occur time to time. 

If you aren’t present when we arrive at your location for your appointment, we will attempt to contact you. If we aren’t successful, then we will wait no longer than 10 minutes for you to arrive before leaving. Please ensure you have read our cancellations policy below, to ensure you don’t incur any unnecessary fees. 


We appreciate that sometimes you may need to rearrange your dog’s appointment. As long as this is done with more than 48 hours-notice there will be no charge. 

Failure to cancel with less than 48 hours-notice, except in extreme circumstances, will result in a £15 administration fee. 

If we arrive to deliver the service, as agreed, and you are not present at your home, then you will be charged a £15 fee. 

Extremely Matted Coats

We believe in humanity before vanity. If we are presented with a dog with a seriously matted or neglected coat, if our opinion is that it will be kinder to shave the coat completely, this will be done in compliance with The Animal Welfare Act 2006 ( Sec 5. – Animals are to be protected from pain, injury and suffering) 

This will be discussed with you in advanced and you will be asked to sign our matting disclaimer form, which can be found here.  Extremely matted coats will incur an extra charge of £15 due to time and extra wear and tear on equipment. 

In instances where the above is necessary, it can lead to skin irritation and other conditions. On some breeds the coat may not grow back in the same manner. We will not be liable for any effects which may arise from this.

In instances where the above is necessary, using short and sharp blades can lead to accidental injury, including; clipper burns, skin grazes & tears. If an accidental injury is caused, we will inform you during/following the appointment dependent on the severity and may suggest veterinary care, if necessary. 

If veterinary care is needed, then who absolves the costs for this will be discussed on a case by case basis. If we agree to cover any veterinary costs, then this will be passed to our insurance provider. 

Accidental Injury 


In an environment where sharp equipment is being used with unpredictable animals, accidents and injuries can happen. 


Where an accidental injury has been caused, we will inform you either during/following the appointment, dependent on the severity.  

Most injuries in grooming are minor and don't require any further treatment. However, if veterinary care is needed, then who absolves the costs for this will be discussed on a case by case basis. If we agree to cover any veterinary costs, then this will be passed to our insurance provider. 

If we agree to cover any veterinary costs and believe that we have dealt with the situation in a prompt, fair and professional manner, any defamatory or slanderous statements  of our business following, by you the client, offline or online may result in us seeking legal action for damages to reputation.  

Aggressive Dogs

We reserve the right to refuse to groom any dog if we believe it may cause injury to itself or any of our groomers. If a dog exhibits persistent aggression or behaviour and we have not been informed of prior to the groom, the session will be cancelled and the full fee will be charged. 

We must be informed during the consultation of any history of biting or aggression. We will not refuse a dog who has a history of aggression, it just allows us to approach with caution and invest more time in building a positive relationship with them. 

Appointment Feedback

After each session we will inform you of any problems we have encountered, or any concerns we have regarding your dog that we have noticed during the health-check or groom itself. 

This is the time to inform us of any concerns you have in relation to the groom, as we wish to maintain our standards and reputation. 


Photography & Consent

We regularly take photos to show examples of our work and to use for training and information purposes. 

Should you not wish photos of your dog to appear on social media or our website please inform us during the consultation. We will ask for your explicit consent before posting on such websites.  

We will send these photos to you, as a memory of your dog’s experience. Should you wish to post them on social media, then you will be entitled too. 

Marketing Promotions

Our loyalty scheme enables our clients to receive a free groom after collecting 6 stamps. Stamps can be collected after each groom. Stamps cannot be collected after treatments, only grooming services. 

If we already offer a reasonable discount, i.e. for an individual with multiple dogs, then we may choose to not issue the loyalty scheme to you. 

Our referral scheme enables our clients to receive 15% off their next appointment if they refer a friend and that friend books an appointment. You, the client, can use the campaign code you have to receive a discount upon paying for your service. 

When you book your first appointment with us, you will receive a Doggy Bag. On your next appointment you will still receive a Pupcake and stamp on your loyalty card, if applicable. 

Customer details

Your details are held in confidence by us, as a reference to the safe grooming of your dog. The only time they are shared would be on request by another groomer within the welsh groomers group to allow safe assessment and grooming of your dog or veterinary professional. 

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