Payment Terms

We accept cash and all major debit cards at the salon. Payment is due upon collection of your dog. Please note that the price quoted is a starting price and may be subject to an additional surcharge for certain circumstances, including but not limited to: extended grooming time, larger breeds, severe matting or coat conditions, and difficult temperaments.

Cancellation Policy

A minimum of 24 hours' notice is required for any cancellations. If you are unable to attend your scheduled appointment, we kindly ask that you notify us within this timeframe. Failure to comply with this policy will result in a cancellation fee being payable at the cost of 50% of the initial appointment. Future appointments will not be scheduled until the cancellation charge has been settled. This policy helps us accommodate other clients and ensure that services remain available for all dogs in need.

Collection Time

Upon arrival, you will be provided with an estimated time for your dog's collection. Should there be any changes to this, we will contact you promptly with an updated time. We request that you collect your dog within 30 minutes of the estimated time. If you anticipate being late, please inform us immediately. A late collection fee of £10 per dog will apply for collections outside this window.

Late Arrival Policy

If you are more than 15 minutes late for your appointment, we may be unable to proceed with grooming on the same day. The full grooming fee will still apply. We may offer an alternative service, such as a bath and tidy, depending on the time remaining, but this cannot be guaranteed in every case.

Matting and Clipping

If your dog’s coat is severely matted and requires clipping, please be aware that this process may cause skin irritation, as well as the potential for nicks, cuts, or the uncovering of pre-existing sores. By agreeing to our Matting Policy, you accept that Prim & Pupper Dog Grooming shall not be held liable for any post-grooming effects arising from the matting clipping process. Refer to our full Matting Policy for more details.

Health and Safety

While we take the utmost care to ensure the health, safety, and well-being of your dog during grooming, Prim & Pupper Dog Grooming is not liable for any pre-existing conditions or issues discovered during the grooming process. Dogs with sensitive skin may also be prone to rashes or marks left by razors so please inform your groomer prior to the appointment if your dog has sensitive skin. Prim & Pupper cannot be held liable for any skin conditions or associated aggravations. Any advice provided by our groomers should always be followed up with your veterinarian to ensure proper care.

Customer Consultation

All clients are required to complete a customer consultation form before services are provided. It is imperative that you inform us of any known medical conditions, allergies, or special requirements your dog may have. Should any new conditions arise between appointments, you agree to inform us immediately to ensure that records remain up-to-date and any necessary adjustments to the grooming process can be made.

First-Time Grooming & Behaviour Disclosure

Owners must disclose whether their dog has previously attended a professional grooming appointment. Failure to inform us may impact the end result or even the finalised cut and style. First-time visits, especially for puppies, rescues, or nervous dogs, may not result in a fully finished groom due to the welfare, comfort, and safety of the dog taking priority. In such cases, you will be called to collect your dog at the same time and we will explain the circumstances which has led to the finalised groom whether full or partial. In all grooming cases, the full grooming fee remains payable to cover the allocated appointment time, handling, and professional services provided.

Aggressive Behavior

You must inform us if your dog has previously shown signs of aggression or biting tendencies. We may use restraint devices, such as muzzles or belly bands, when necessary for the safety of your dog and our groomers. Prim & Pupper Dog Grooming reserves the right to refuse service to any dog that displays unmanageable aggression. In such cases, you will be contacted immediately to collect your dog, and a cancellation fee will apply.

Humane Treatment

At Prim & Pupper, the welfare and wellbeing of every dog in our care is our absolute priority. We are committed to handling all dogs in a compassionate, gentle, and humane manner. Throughout each appointment, we continuously monitor your dog’s behaviour for any signs of stress, discomfort, or anxiety.

If a dog shows clear stress signals or discomfort during any part of the grooming process (including but not limited to bathing, drying, clippers, or scissoring), we will immediately adapt our approach to prioritise the dog’s safety and emotional wellbeing. We do not believe in forcing a dog through distressing situations to achieve a ‘perfect’ finish at the expense of their comfort.

In such cases, we will complete the groom to the best of our ability within what your dog safely allows on the day. This may result in a finish that differs from your expectations. Future appointments can then be focused on gradually building your dog’s confidence and tolerance around any identified problem areas.

Please note: as a full grooming service and the allocated appointment slot will have been provided and tailored to your dog’s individual needs, no discounts or partial refunds will be given in these circumstances.

Owners are required to check their dog over at the point of collection. This is your opportunity to raise any concerns or queries about the groom, which will be addressed and, where possible, rectified immediately. We are unable to accept complaints several hours after collection, as this removes the opportunity for in-person discussion and resolution.

Photographs and Marketing

During the grooming process, we may take photographs of your dog. These images may be used for marketing purposes across Prim & Pupper Dog Grooming’s platforms, including but not limited to social media, our website, and printed materials. If you do not wish for your dog’s images to be used, please notify us in writing prior to the grooming appointment.

Elderly, Infirm, or Senior Dogs

If your dog is elderly, infirm, or has any medical conditions that affect their mobility or health, please inform us prior to their appointment. We may need to make special accommodations during the grooming process. However, grooming may pose additional risks for senior or medically fragile dogs, including stress, physical injury, or the exacerbation of existing conditions. By agreeing to these Terms & Conditions, you acknowledge these risks and agree to assume full responsibility for them. Prim & Pupper Dog Grooming will not be held liable for any issues arising from grooming senior or medically fragile pets. We strongly recommend consulting your veterinarian before scheduling a grooming appointment for such pets.

Post-Surgery Grooming

For the safety and wellbeing of your pooch, any dog that has recently undergone surgery (including spaying, neutering, or other procedures) must be fully healed and cleared by a veterinarian before attending an appointment at the salon. By agreeing to the Terms & Conditions, you confirm that your dog has received veterinarian clearance and is fit to undergo grooming services. Prim & Pupper cannot be held liable for any issues, injuries, or complications that may arise as a result of undeclared or ongoing post-surgical recovery. The salon reserves the right to refuse, postpone, or adjust any appointments where concerns regarding a dog's health, wellbeing, or recovery are identified.

Pregnant or In-Season Dogs

Prim & Pupper Dog Grooming is unable to provide grooming services for pregnant or in-season bitches due to the increased risks involved. You agree to inform us in advance if your dog is pregnant or in season. If this information is not disclosed and we discover your dog is pregnant or in season during the groom, the grooming session will be terminated immediately, and you will be required to collect your dog. The full grooming fee will still be charged, and a cancellation fee may apply if the appointment is not canceled within the notice period.

Vaccination Requirements

By agreeing to these Terms & Conditions, you confirm that your dog is up-to-date on all core vaccinations, including those for canine distemper, infectious canine hepatitis, leptospirosis, canine parvovirus, and rabies. We will not accept unvaccinated dogs, as they may pose a risk to other animals and you agree to notify us if they are unvaccinated or regarding any changes in their vaccinations. Prim & Pupper Dog Grooming will not be held responsible for any illnesses contracted by unvaccinated dogs.

Parasites (Fleas, Ticks etc.)

Prim & Pupper Dog Grooming ensures our salon is free from parasites, including fleas and ticks. If you are aware that your dog has a parasitic infestation, you must refrain from bringing them to the salon and notify us in advance to avoid cancellation charges. Should we discover fleas on your dog during the grooming session, an anti-flea treatment will be administered, and a £15 surcharge will apply. In the case of ticks, a £5 fee will apply for their removal. Prim & Pupper Dog Grooming is not responsible for any infections that may arise from the presence or removal of parasites.

Dangerous Dogs

In compliance with the Dangerous Dogs Act, we will not provide services to any dogs classified under the legislation. If your dog is listed as dangerous, we reserve the right to refuse service.

Final Notes

These Terms & Conditions are designed to ensure the safety and well-being of your pet as well as to maintain the efficiency and quality of service at Prim & Pupper Dog Grooming. By using our services, you agree to adhere to the policies outlined above.

Matting Policy

Matted coats can cause a variety of health issues in all dogs, regardless of coat type. Matting can restrict blood and air circulation to the skin, which may result in poor circulation, difficulty regulating body temperature, hot spots, and increased risk of bacterial and fungal infections. Matting can also create an ideal environment for parasites (e.g., fleas and ticks), as the matting hides these pests from view and provides the conditions for breeding. Additionally, matting is painful and can cause raw, inflamed skin due to the fur pulling on the skin during movement.

At Prim & Pupper Dog Grooming, we aim to ensure every grooming experience is as positive and comfortable as possible for your pet. We will attempt to remove minor knots and matting where possible. However, in the case of severe matting, brushing or de-matting may cause extreme discomfort and pain. Under the Animal Welfare Act (2006), which prohibits causing unnecessary suffering to animals, we may determine that the only humane course of action is to shave the matting down using a short blade, leaving the coat very short.

While every precaution will be taken, please be aware that this process can cause problems either during or after the groom, including but not limited to nicks and cuts, clipper irritation, itching, redness, sores, hematomas, injury, and stress (both mental and physical). After a shave-down, blood circulation may rush back to the skin, causing hematomas, abrasions, or rashes, which may remain irritated and red for several days. Dogs may also experience stress during the shave-down, which could potentially exacerbate underlying health conditions. These are common side effects of shaving down severe matting and are not the fault of the groomer.

In the event that a shave-down is necessary, Prim & Pupper will aim to inform you of the condition of your pet’s coat when you drop them off for their appointment. If this is not possible, the groomer will contact you by phone to discuss the coat condition and explain the necessary procedure. If the groomer is unable to reach you within 15 minutes of the appointment, they will proceed with the shave-down as required under the Animal Welfare Act (2006).

Severely matted coats that require shave-downs place significant strain on grooming equipment, accelerating wear and potentially causing immediate or irreparable damage. For this reason, Prim & Pupper charges a £15 matting fee in addition to the full grooming price for a shave-down.

To avoid stress and minimize the risk of trauma or injury, we strongly recommend that your dog be groomed regularly at a professional salon and that proper coat care is maintained at home. The groomer will be happy to discuss the best course of grooming care for your pet’s individual needs.

Following a shave-down, your pet’s skin will also become more vulnerable to the elements. During periods of extreme weather, it is your responsibility to protect your pet from potential harm caused by sun or cold exposure. During hot weather, pets with shaved coats are more susceptible to sunburn. We recommend applying a pet-safe sunscreen to exposed areas, particularly the nose, ears, and any areas where skin is exposed. It’s also advised to limit direct sun exposure and provide plenty of shade, water, and cooler environments. During cold weather, shaved pets are at a higher risk of hypothermia in cold conditions. We strongly recommend using a dog sweater or coat to keep your pet warm when outdoors during cooler months. Avoid prolonged exposure to cold weather, and ensure your pet is kept indoors or in a warm environment during winter. We strongly recommend consulting with your veterinarian to ensure that the measures you take are suitable for your pet’s specific health needs.

By agreeing to this policy, you acknowledge and agree to the following terms:

1. A shave-down may be required due to matting, and you accept all associated risks, releasing Prim & Pupper Dog Grooming from liability for costs, injuries, irritation, nicks, stress-related issues, or other adverse effects resulting from the procedure.

2. You accept responsibility for providing appropriate care and protection for your pet in extreme weather conditions following a shave-down, and you acknowledge that Prim & Pupper Dog Grooming is not liable for any issues that may arise from inadequate weather protection.

3. You understand that pets who are matted and/or not regularly groomed are more likely to incur injuries during or after grooming.

4. You acknowledge that pets may become stressed, aggressive, or experience excessive pain during a shave-down. In such cases, Prim & Pupper Dog Grooming reserves the right to stop the process at any time and will immediately contact you to collect your pet.

5. You grant permission for the groomer to contact a veterinarian if necessary, and you agree to cover the cost of any veterinary treatment required.

6. You agree to pay the £15 matting fee in addition to the full groom price for a shave-down, as detailed in the policy.

7. You agree to monitor your pet after grooming, refraining from allowing them to lick, scratch, or irritate any sensitive or injured areas. You understand that such actions may lead to further injury or infection, and Prim & Pupper Dog Grooming will not be held responsible for any worsening conditions or associated costs.

8. You will discuss the best course of action for maintaining your pet’s coat in the future with the groomer, and make efforts to follow this advice.

You understand that a shave-down will only be performed when absolutely necessary to relieve your pet of undue suffering, in compliance with the Animal Welfare Act (2006).

9. You understand that certain breeds, particularly double-coated breeds, may experience permanent changes to their coat, including delayed or irregular regrowth, texture changes, or failure to regrow properly. You accept that these outcomes are not the responsibility of Prim & Pupper Dog Grooming.

10. You agree to inform Prim & Pupper Dog Grooming of any pre-existing medical conditions, skin issues, or sensitivities that may affect grooming, including but not limited to hot spots, allergies, or previous injuries. Failure to disclose such conditions may result in additional risks or complications during the grooming process, for which Prim & Pupper Dog Grooming cannot be held liable.

11. If your pet displays aggressive behavior or becomes excessively stressed during the grooming process, Prim & Pupper Dog Grooming reserves the right to stop the session for the safety and well-being of your pet and our staff. In such cases, you will be contacted immediately, and an additional handling fee may apply.

12. You agree to provide emergency contact information at the time of booking. In the event of an urgent situation or health concern during the grooming session, we will attempt to contact you immediately to discuss further action.

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