Terms & Conditions | Stress-less Grooming

Pet Health and Welfare

It is the guardian’s responsibility to ensure their dog is fit and healthy; we must be notified of any pre-existing conditions pets may have prior to their appointment, at the time of booking.
While pets are in our care, their health, safety and welfare are our primary concern.
Pets will only be groomed according to their tolerance levels; if dogs show signs that they are becoming uncomfortable with any of the grooming process, an alternative approach will be taken, or further sessions advised to support your dog.
We do not believe in using muzzles to mask stress or to forcefully complete a groom. While the use of a muzzle may be discussed in certain situations, it will only be introduced in a positive and gradual manner, and never as a long-term solution for a dog displaying signs of stress or aggression. Our priority is always the emotional and physical wellbeing of the dog, and we will not proceed with grooming if it compromises their welfare.
Should dogs show signs that they are not coping at any stage of the groom, the session may be terminated, and full payment is still due. This covers the appointment slot reserved solely for your dog, but we may advise shorter sessions for a time to prevent dogs reaching the point where sessions are terminated. For this reason, Introduction Appointments are essential for every new client to assess your dog in the grooming environment.
Grooming may occasionally reveal underlying skin or health conditions that were previously unknown to the guardian. We will notify you of any such findings so that appropriate veterinary advice can be sought. We are not liable for any pre-existing conditions that are exposed during the grooming process.
While every effort is made to ensure the safety and comfort of your dog, accidents can occur when working with live animals who may behave unpredictably. Despite the utmost care being taken, there is always a risk of minor or accidental injury. Any known incidents will be communicated to the guardian as soon as possible.
In the event of an accidental injury or the sudden onset of a serious medical condition during a grooming session, the guardian will be contacted immediately and must collect their dog without delay to seek appropriate veterinary care. All associated costs will be the responsibility of the guardian.
At our sole discretion, we may offer or agree to contribute towards costs incurred from an accidental injury sustained during a grooming session. In such cases, the guardian must provide a full veterinary report detailing the consultation, appointment dates, medical treatment given, and a clear breakdown of costs directly relating to the incident. This information is required for insurance purposes and must be submitted to louise@stress-lessgrooming.co.uk for review. Please note that failure or refusal to supply this documentation will result in any offer of compensation being withdrawn.
Under guidance from the Royal College of Veterinary Surgeons (RCVS), we do not express anal glands or pluck ear hair. If this is required, you must seek veterinary attention.

Dogs in Season

We do not groom female dogs who are in season, due to the potential impact on other dogs in the salon environment, including heightened stress, distraction, and behavioural changes. If your dog comes into season prior to her appointment, please notify us as soon as possible so we can reschedule. Arriving with a dog in season will result in the appointment being refused and the full groom fee being applied.

Salon Exclusivity

We operate on an appointment only and one to one basis, awarding exclusive use of the premises during your appointment.
We do not crate customer’s dogs. Dogs are free to move around the premises, taking breaks, relaxing or playing in a safe environment,
Households with multiple dogs may be asked to bring them separately, depending on factors to be discussed at the time of booking.
Clients are welcome to seek grooming services from any salon of their choosing. However, due to high demand and limited availability, we prioritise scheduling for regular and consistent clients. Please be advised that if services are discontinued in favour of another grooming provider, rebooking at a later date is not guaranteed.
Supported Grooming clients will not be eligible to rebook if services are discontinued in favour of another provider, due to the specialist nature of the programme and the need for consistent, ongoing care.

Grooming Feedback

For drop off appointment, guardians will be given feedback following every grooming appointment.
Should guardians feel dissatisfied with any aspect of their dog’s groom, these should be discussed with the groomer upon pick up, before leaving the premises.
Reasonable requests to alter the trim will be dealt with immediately. This does not apply to Supported Grooming sessions, or where a groom was terminated due to dog’s stress levels or behaviour.

Grooming Schedules

We are committed to learning and understanding every dog’s individual needs, the guardians preferred grooming styles and earning every dog’s trust; please appreciate this takes time and patience, and this doesn’t happen with just one visit.
If there is a specific style or coat length you wish to maintain, we will require you to book on a specific schedule to maintain this.
For dogs who experience anxiety or stress during grooming, we can only reasonably accept clients that are willing to commit to a regular schedule and follow guidance on Supported Grooming sessions or desensitisation.
Clients on pre-booked, regular schedule are given priority for appointment slots.
Following your first appointment, we will advise a grooming schedule suitable for the dog’s needs and lifestyle and the guardian wishes, also considering the dog’s tolerance levels.
If a schedule is not adhered to, we reserve the right to terminate services.

Pricing

Full groom starting prices are for dogs;

Who are used to being professionally groomed on a regular schedule (between 1-8 weeks depending on coat type and length)
Whose coats are well maintained between professional grooms (tangle/mat free by regular brushing/combing).

Guardians can reasonably expect to pay more than the starting price for:

Matted, poorly maintained, and/or excessively overgrown coats.
Dogs with wool or mixed breed coats who are not kept on a regular grooming schedule.
The length of time between appointments directly affects the condition of the coat and the complexity of the groom. As such, the final cost may vary to reflect the additional time, skill, and effort required to complete the groom safely and to a high standard.
For full groom appointments, please consider booking in advance on a regular schedule, so that we know how much time to allow for your dog. This will help to ensure you avoid extra charges.

New Clients

All new clients must attend an introduction appointment regardless of their dog’s experience of grooming.
All initial appointments must be paid at the time of booking. Payment is non-refundable and requires 48 hours’ notice to reschedule.
Guardians must stay during introduction appointments.

Use of Food and Rewards

We try to make grooming a positive experience for every dog and this involves the use of rewards, commonly food. Food is most often the best way to help dogs form positive associations.
If your dog has any food sensitivities, please let us know and bring some of your own treats or meal.
For anxious dogs or those working through particular sensitivities, food rewards are an important part of techniques such as counter conditioning and desensitisation.
Over time the amount of rewards can be reduced but grooming must always be a rewarding experience for your dog.

Guardian Guidelines – Supported Grooming Sessions

Supported grooming sessions are designed to be a calm, positive experience—for both dogs and their guardians. Your presence can be hugely beneficial, but it’s important we work as a team to keep everyone safe, comfortable, and focused.

Please follow the guidelines below so we can support your dog together:

Please don’t handle or restrain your dog unless specifically discussed.
Unexpected touch or movement can interfere with grooming tools and increase the risk of accidental injury.
Keep hands clear of the grooming area unless invited to assist (eg. using food rewards).
Scissors, clippers, and other tools move quickly—hands in the wrong place can be accidentally injured.
Be mindful when offering physical reassurance.
Gentle affection can be helpful at times, but stroking or patting can shift your dog’s body or coat, making grooming difficult or unsafe. In many cases, extra touch can also increase stimulation or stress for your dog.
Please follow all instructions from the groomer during your session.
This helps your dog feel safe and understood, and ensures their grooming experience remains calm and consistent.
Repeated interruption or overhandling may result in the session being paused or ended.
We understand how much you care for your dog—but consistent guidance and clear communication are essential. Continued difficulty and compromising safety will result in a shift to drop-off appointments.
Guardians’ presence.
While we fully support guardians who wish to remain present during grooming sessions, this approach may not be suitable for every dog. The decision will always be discussed openly and made with the dog's best interests in mind. We kindly ask that you respect our professional judgement in these matters, as it is based on ensuring a safe and low-stress experience for your dog.

Cancellations

We respectfully request a minimum of 48 hours’ notice to cancel or rearrange an appointment. The cancelled slot can then be offered to other clients.
With 48 hours’ notice, any non-refundable booking fees or deposits paid, can be allocated to another appointment slot o refunded of appropriate.
For cancellations with less than 48 hours’ notice, a cancellation fee of £30 will apply.

Missed appointments

If a deposit or booking fee has been paid, in lieu of a missed appointment, any fees paid will be forfeited for the missed appointment slot and the remainder of the cost of the groom will be payable.
If no deposit or advance payment has been made, in lieu of a missed appointment 100% of the groom price will be payable.
In lieu of late cancellations (less than 48 hours’ notice) a minimum fee or £30 will apply.
Failure to arrive within 15 minutes of your scheduled appointment will be considered a missed appointment and fees will apply. If we begin up to 15 minutes late we cannot run over the end of the allotted time and the full payment will still be due.
All late or missed appointment fees must be paid before future bookings can be made.

Appointments and timekeeping

Guardians must be on time for appointments
For drop off appointments, guardians must be contactable by phone and within a reasonable distance (15 minutes away) for the duration of their dog’s visit.
We operate a strict appointment only basis and are unable to accommodate walk in bookings or enquiries. All enquiries must be made via phone or message.
If guardians require early drop-off or late pick up, this must be discussed at the time of booking but we cannot normally accommodate this.
For drop-off appointments guardians will be given an approximate time to collect but will receive a text or call nearer the end of their dog’s groom to confirm. Should extra time be required we will inform you.
If a guardian is late to collect their dog, they will be charged £5 for every 15 minutes beyond our initial confirmation, as this will cause delay for our next appointments.
Due to the one to one service, dog’s must be collected on time, if guardians are running late for any reason, please phone to inform us as we understand that from time-to-time issues arise.
If new appointments are not scheduled within six months of the last appointment, with consideration and interests of each dog’s needs, we reserve the right to close the client account without notice. Clients will be considered if they wish to return but will have to attend a new introduction appointment to capture any changes in relation to the dog’s lifestyle and health.

Neglected health issues and matted coats

If a dog’s coat needs to be clipped down to release it from matting or neglect, we are not liable for ay post-grooming effects of this procedure, which is not without risks.
Any human dematting will be undertaken solely at our discretion and in compliance with The Animal Welfare Act 2006 (clause 5 – Animals are to be protected from pain, injury and suffering).
Clipping off a matted coat can completely change a dog’s appearance and could also aggravate pre-existing conditions (such as haematomas) usually caused by matting affecting circulation.
Additional charges beyond the starting price will apply for matted coats.
We reserve the right to refuse to groom/shave down a matted dog for the following reasons:
The age of the pet; senior pets may not tolerate the grooming process as well as they used to.
If there is a risk of injury to the dog due to the tightness of the matting or the dog’s ability to remain still throughout.
When we don’t have a history for the dog and therefore are unaware of their previous health issues.
If they show behaviour showing they are stressed, or at risk of injuring themselves or the groomer.

Fleas, worming, lice and mites

It is entirely at the guardian’s risk if dogs are not vaccinated or up to date flea and worming treatments and we cannot be held liable for a condition which pets could have been vaccinated against.
We will inspect and run a comb through each dog’s coat on arrival; if fleas are found on arrival dogs will be sent home immediately and full payment for the groom appointment will apply.
If fleas or parasites are found during the groom, a flea shampoo will be added and extras charges will apply to cover the treatment of the premises.
Flea shampoo is not a guarantee that your dog will not catch fleas or tick; you must see your veterinary to discuss preventative measures.

Aggression : The Dangerous Dogs Act

We reserve the right to refuse to groom any dog at risk of harming itself, the groomer or guardian during the process.
You must inform us if your pet has ever bitten or displayed aggression in any context in the past, in grooming or any other area.
Failure to disclose this information about incidences of aggression will result in termination of services immediately.
If a dog is accepted for grooming and displays aggression which we were not notified about prior to booking, the groom will be terminated immediately, and you will be contacted to collect your dog.
We draw attention to The Dangerous Dogs Act, which holds pet guardians liable for bites and injuries caused by the dogs.
We must be informed of dogs who are poorly socialised, have not been regularly groomed, or are reactive to dogs, people or situations.
We pride ourselves in our Behaviour-Led approach which supports anxious dogs and reduces incidences of aggression; each dog’s body language will be continually assessed throughout their visit to ensure their stress levels and communication does not escalate to aggression.
Grooming an anxious dog or one with a bite history bears a significantly higher risk of accidental injury (see Pet Health and Welfare).

Quicked Nails

Dog nails have a a bloody supply/vein in it called the quick. If nails are not trimmed often the quick will grow as long as the nail and it can be harder to judge where the quick ends, when the nail is cut too short the quick can bleed. This is a common mishap and rarely requires veterinary treatment.
If a quick is cut we will apply coagulant to stop the bleeding and keep the area sterile and dry.
We advise guardians not to walk their dog on concrete for up to 24 hours to prevent the nail bleeding again.
If the nail should start bleeding again, the following should be applied to stop the bleeding; coagulant such as Trimmex, cornflour, sugar, running the nail through a bar of soap, keeping your dog calm and comfortable.
We will not force any dog through a nail trim and risk a bleed if the dog cannot tolerate it and remail still.
Nails which are overgrown into the paw pads will be referred to your vet to check for infection.

Payments

Full payment for appointment is due upon collection or leaving your appointments and can be accepted prior to commencement of the appointment.
We can accept cash, bank transfer or card/contactless payments, or Apple Pay (free bank transfer preferred).
We do not offer refunds of services rendered.

Data

Each grooming form holds the guardians name and contact details, their dog’s name and description. It also captures the dog’s vet practise details and medical conditions.
We will use your data:
In the event of a medical emergency where veterinary attention is required for a dog.
To contact guardians for appointment schedules, reminders, or if we need to contact guardians during the groom.
To contact guardians to notify them of any busy periods which may affect booking.
We take complimentary post-grooming photos at our discretion, and these may be used in social media and advertising. If you wish for your dog’s photo not to be used, please inform us immediately.
We may video parts of your dogs groom and use this for educational or promotional activities. If you wish for us not to use videos of your dog please inform us immediately.
Pet grooming forms and contact details are stored on a password protected electronic storage device and accessed only by Stress-Less Grooming.

Zero Tolerance and Slander

Stress-Less Grooming is built on an ethos of kindness and respect and we do not tolerate bullying, aggression or threats of any kind.
Under the Malicious Communications Act 1998, section 1, Stress-Less Grooming will not accept nor tolerate any harassment, slander, malicious falsehood or defamation via social media or verbal communication, relating to a groom due to neglected coats and shave downs.
If guardians are unsatisfied with their service, we invite them to contact us at their earliest opportunity (within 2 days of the appointment) and we will try to rectify the issue.
Stress-Less Grooming reserves the right to refuse services to anyone to repeatedly brings in neglected dogs, or is verbally or physically abusive or threatening to anyone on the premises, including their own dogs.

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