1. General Terms & Dog Health

You confirm that your dog is fit, healthy, up to date with vaccinations, and, to the best of your knowledge, free from parasites.

You must inform us prior to your appointment of any medical conditions, medications, or other relevant information that will help us provide a safe and stress-free grooming experience.

POOCH Professional Canine Services Ltd will not be liable for any injury, illness, or complication arising from incomplete or withheld information.

Grooming elderly dogs is undertaken entirely at the owner’s risk. Grooming may reveal or aggravate underlying health conditions, for which POOCH Professional Canine Services Ltd cannot be held liable. We reserve the right to refuse grooming if we believe a dog cannot safely cope.

In the event of an emergency, you authorise POOCH Professional Canine Services Ltd to take your dog to the nearest available veterinary practice, regardless of where your dog is registered. Any veterinary costs incurred remain the owner’s responsibility.

2. Coat Condition, De-Matting & Welfare

If de-matting is likely to cause excessive stress, discomfort, or pain, we will recommend a complete clip-down or shave-down. Welfare always takes priority over aesthetics.

A clip-down will significantly shorten your dog’s coat and may expose pre-existing skin conditions, such as sores, hotspots, irritation, or parasites. Minor nicks or skin irritation may occur from the shaving process.

POOCH Professional Canine Services Ltd will not be held liable for any issues arising from a clip-down, whether requested by the owner or deemed necessary by the groomer. This includes, but is not limited to, itching, redness, abrasions, pyoderma, furunculosis, or pyotraumatic dermatitis.

3. Additional Fees

Dogs with severely matted coats will incur an additional fee for the extra time, labour, and products required. This starts at £15 and increases with severity and dog size.

Dogs found to have fleas or flea dirt will receive a flea treatment bath. An additional fee will apply for treatment, extended grooming time, and full salon sanitation. This fee starts at £15 and increases with severity and dog size.

If another appointment must be cancelled to allow thorough sanitation after a flea treatment, the cost will be passed to the owner of the affected dog.

4. Behaviour & Handling

POOCH Professional Canine Services Ltd will never force a dog to undergo a procedure. If a dog objects, that part of the groom will not be completed. No price reductions will be offered for incomplete grooms due to behaviour.

If a dog’s behaviour poses a risk to itself or staff, the groom will be stopped immediately, and you will be required to collect your dog. The full cost of the groom will still apply.

5. Appointments, Collection & Late Fees

Payment is due in full on collection of your dog. Owners must collect dogs at the agreed time.

We provide a time estimate at drop-off and a courtesy message 15–20 minutes before completion. If you require more notice, please inform us at drop-off.

A 15-minute grace period applies for late collection. After this, fees apply: £5 per 15 minutes. For dogs at the end of the day, the fee is £7.50 per 15 minutes.

6. Deposits & Cancellation Policy

A compulsory deposit is required for all appointments to secure your booking. By paying a deposit, you agree to all terms and conditions associated with your appointment.

We request a minimum of 48 hours’ notice to cancel or reschedule. With sufficient notice, your deposit will be refunded or transferred to a future appointment. If we can fill your slot with less notice, your deposit will also be refunded or transferred. For multiple dogs, an additional 12 hours’ notice per dog is required.

If insufficient notice is given and the appointment cannot be filled, the deposit will be forfeited. Full deposit terms are available at www.poochpcs.co.uk/deposit-terms.

Clients must arrive no more than 15 minutes early or late. Arriving more than 15 minutes late may result in reduced services or refusal of service. The full appointment fee will still apply.

7. Photography & Marketing

Photographs or videos may be taken before, during, or after your dog’s groom. These may be used for marketing purposes unless you notify us at the start of your appointment that you do not consent.