Heart Dog Grooming Salon Terms & Conditions

In this document “We”, “Us” and “Our” refers to Heart Dog Grooming Salon. “You” and “Your” refers to the client reading and signing the document.

Heart Dog is a holistic and welfare led grooming salon. This means your dog’s physical and emotional wellbeing are taken into consideration at every stage of the grooming process. We are fully trained and insured and love to create a beautiful haircut, however your dog’s comfort will always be our top priority and take precedence over a perfect finish. We work with you as an owner to care for your dog, but as an owner you will be expected to take care of your dog’s coat and general health between grooms.

The terms laid out in this document are designed to enable us to take the best care of your dog, and to give you clarity around our services and how we work.

Grooming is more than just a service, it’s a partnership between us and you as the client to help keep your dog healthy, comfortable, and happy.

Health and Coat Condition

We always do everything we possibly can to make sure your pet’s time in the salon is as pleasant as possible.

It is your responsibility to inform us of all health conditions, medications, injuries, historic injuries/incidents, and medical history before we groom your dog. And to let us know if this information changes.

Occasionally, grooming can expose a previously hidden medical issue or aggravate a current one. This can happen during and after grooming.

We will not be held responsible for any pre-existing conditions or problems discovered during grooming.

If prior neglect of grooming needs, pre-existing health conditions and behavioural issues are present, we will not be responsible for any veterinary fees.

We will not be held responsible for accidental death of the pet as a result of any pre-existing health conditions.

Should we determine at our sole discretion that urgent veterinary care is required, you agree to pay all associated fees and costs. If your pet’s vet is not available, or geographically too far away, you authorise us to use our chosen vet.

We will not be liable for any after-grooming effects of de-matting, clipping, or brushing, or problems uncovered on a badly matted or otherwise neglected coat including, but not limited to, skin redness, itchiness, or self-inflicted irritations from excessive external scratching, licking or rubbing.

Time and costs associated with de-matting are unpredictable. You agree to pay whatever fees are incurred as a result of de-matting or shaving a neglected coat. It is at our sole discretion to determine what constitutes a matted coat.

We reserve the right to refuse to groom a pet who arrives in an unsatisfactory state. Including, but not limited to parasites, kennel cough, extreme matting, overgrown nails, lameness, open sores or cuts and other injuries. In this instance we will advise you seek veterinary care and will re book your appointment after you have done so.

We also reserve the right to terminate a groom at any point due to any of the prelisted issues. A refund will not be given in either circumstance.

We do not groom pregnant bitches. We reserve the right to terminate a groom at any point if it becomes apparent that we are grooming a pregnant bitch. Full price will be charged in this instance.

You must tell us if you think your bitch is pregnant. We recommend grooming prior to mating, choosing a practical trim, and then booking again once the puppies are weaned.

Behavioural Issues

You agree that you have truthfully informed us if your pet has ever bitten a person or another animal, or if they have ever displayed behaviours such as growling or air snapping.

You agree and understand that you will be held solely responsible for any injury to people, or other dogs, and damage to property as a result of any behavioural issues your dog displays.

Failure to disclose a history of biting or aggression can lead to prosecution under the Dangerous Dogs Act 1991.

We reserve the right to terminate a groom or refuse to groom a pet who is displaying extreme signs of stress, anxiety, growling or any other behaviour that we believe could lead to your dog biting, or becoming overly stressed during grooming.

A refund will not be given in either circumstance.

We ask that you give us a full history of your dog’s general character and behaviour including anything they may be frightened of. The more we know about them, the better we can look after them.

We ask that you inform us of any major changes in the dog’s life between grooms, such as moving house, a new baby, a fight with another dog, being frightened by fireworks, a visit to the vets, having visitors to stay etc. These kinds of events can raise a dogs stress levels which can have an effect on their behaviour during grooming.


Utmost care and caution will always be taken, but accidental injury can occur during grooming. Dogs are sentient beings and often do not stay still for grooming. We use scissors and other sharp equipment.

We will not be held responsible for injuries caused when there is prior neglect of grooming needs, a matted coat, underlying medical issues or behavioural issues.

If a dog is injured in our care, we always disclose this information, either immediately over the phone, or upon collection in the case of something very minor.

Cancellation Policy & Payments

New Clients

We operate a strict advance payment policy.

As a new client payment is taken up front at the time of booking for your settling in session. Once we have met your dog you will be given a price estimate for your first groom. Your first groom can be a little more expensive as we get to know your dog. After we have groomed them once you will be given a set price moving forward as long as you book your dog on the recommended schedule and your dog’s coat is maintained between appointments.

Regular Grooming Schedules

Regular clients are booked on an arranged grooming schedule that suits their dog and lifestyle, ranging between 4 and 12 weeks apart. These appointments are scheduled ahead for a twelve-month period.

If your dog arrives to their regular appointment with matts and tangles or their behaviour significantly changes, we reserve the right to increase the price of the groom accordingly.

If an appointment in the sequence is missed, there may be further charges at the next appointment as the groom will take longer than usual.

We can accommodate moving a single appointment in a series, but the date of the following appointment will stay on the original agreed schedule.

Grooming appointments booked outside of 12 weeks are considered “ad hoc” appointments. Priority booking will be given to those on a regular schedule. We cannot guarantee we will always have spaces for ad hoc bookings.

Cancelling your appointment

We require 48 hours’ notice, not including weekends to cancel your appointment. Appointments cancelled with less than 48 hours’ notice will be charged at full groom price.

If you have a Monday appointment you will need to cancel by Thursday 10am the week before. If you have a Tuesday appointment you will need to cancel by Friday 10am the week before. This gives us time to fill your appointment space.


Payments will be taken on the day of the appointment. We take cash and card payments.

All clients are requested to provide us with their card details which are kept on file in Stripe. Your card details must be correct and up to date.

Stripe is a safe and GDPR compliant payment system, we do not keep any payment details in the Salon or on our mobile devices.

By signing these terms & conditions you are giving us permission to charge your card if you cancel with less than 48 hours’ notice or do not turn up to an appointment.

If you do not want your card details stored in Stripe, please inform us and we will make note of your request. You will be asked to pay 48 hours in advance either by phone, requesting a payment link via text or by calling into the salon.

We will automatically cancel appointments where payment has not been made 48 hours in advance and there isn’t a card on file.


Refunds and partial refunds are given at our sole discretion. We know our clients and truly care. If there are extenuating circumstances, we may choose to offer a refund if we can fill your appointment space.

Opening Hours

Our regular opening hours are Tuesday to Thursday 9am – 5pm, and Friday 9am – 3pm.

We respond to all messages during our opening hours. The Salon is closed on the weekends, and we will not see messages left after 3pm on Fridays until the following week.

All appointments are sent via email at the time of booking. It is the client’s responsibility to make a note of their appointment time and date. We know it’s easy to forget so we will also send reminder messages via email and text to the client 72 hours and 24 hours before the groom. Please ensure that our email address is in your address book, so the messages do not go to spam. And that your contact details are kept up to date.

Punctuality & Contact Details

Please arrive on time for your appointment.

Arriving early can upset the dogs we are already caring for. Each of our appointments are carefully timed to allow us to fully care for each individual dog in the salon. If you do arrive early, please quietly take a seat and we will be with you at the correct time. If your dog is restless or noisy in reception, please wait outside or in your vehicle.

If you are more than ten minutes late for your appointment, we will not be able to groom your dog, or will only be able to offer a partial service. No refunds will be given in this instance.

You or a trusted person must be contactable by phone at all times while the dog is in our care. In the case of new clients, puppies, dogs who bark when left, elderly pets and pets with serious health conditions you or a trusted person must be able to collect a dog within ten minutes of being notified.

You must provide us with up-to-date emergency contact details of a trusted friend or family member.

If you are more than 15 minutes late collecting your dog without prior arrangement, we reserve the right to charge a half day daycare fee of £30. If a dog is not collected after 2 hours this cost will increase to £75, and £15 hourly thereafter.

In the event that a dog is not collected by the end of a working day, and we cannot contact you or your emergency contact we reserve the right to contact the local Dog Warden and hand the dog over to the local authorities to be cared for.

Teeth Cleaning

We use the Emmipet ultrasonic toothbrush. Emmipet helps prevent dental issues but does not replace dental care provided by vets and daily care provided at home. We advise you to have your dog’s teeth checked by your vet before we begin Emmipet treatment in the salon to make sure there are no underlying issues including broken teeth and dental disease. In some cases, we will refuse to use the Emmipet toothbrush until your dog has been seen by a vet.


Please ensure your dog has had time to go to the toilet before their appointment so they are comfortable during their groom. We do not have safe outdoor facilities to take them while they are in our care.

This is especially important if you have an early morning appointment booked. If you have a regular early morning appointment and your dog relieves themselves in the salon every time, we reserve the right to add a cleaning fee to your booking.

Photos & Videos

We do take photos and videos of your dogs in the salon. These will be used on social media, our website, in course content for our students and other similar applications. Please inform us if you do not want photos and videos of your dog’s taken in the salon and this will be added to your notes.

Grooming & Vet Visits

Please book your regular vets visits including check-ups and vaccinations 48 hours before or after a groom. We will not groom your dog if they have been to see the vets on the same day as their groom. Both grooming and vet visits can be stressful for your dog.

If your dog has had a procedure requiring sedation such as dental work, please allow a week for recovery before their next groom.

If your dog has had a procedure that required stiches, please allow two weeks recovery before their groom, this includes routine procedures such as spaying and neutering.

We strongly recommend booking routine procedures the week after a groom, this allows plenty of time for recovery while keeping your dog on their regular grooming schedule.

You may not be able to brush and groom your dog at home as usual immediately after surgery. Opting for a more practical trim right before surgery means your dog will be comfortable throughout their recovery. This is especially relevant if you own a poodle cross breed, or other breed with long hair.

Grooming And Kennels/Boarding

We will not groom your dog immediately after they’ve been picked up from a boarding establishment or kennels. Please allow at least 48 hours between picking your dog up and bringing them for a groom.

Both kennelling and grooming visits can be stressful, and we find dogs cope much better in our care when they’ve had time to settle back in at home before being groomed.

We reserve the right to refuse to groom any dog that is brought to us directly from Kennels or a boarding establishment. You will still be charged for the groom in this instance.

We recommend that poodle cross breeds and other long-haired breeds are groomed shortly before going into kennels, and that they receive a practical trim. Most kennels do not provide a grooming service, and these breeds often leave kennels with more matting than usual.

I hereby confirm that I understand and agree to all points stated above.