Terms & Conditions | Stress-less Grooming

Pet Health and Welfare
- For your dog's comfort please ensure they have been given the opportunity to toilet before coming to their appointment.
- If your dog toilets outside, please clean up after them. This is a zero a tolerance policy.
- It is the guardian’s responsibility to ensure their dog is fit and healthy; Stress-Less Grooming must be notified of any pre-existing conditions or changes to health prior to the appointment.
- While pets are in the care of Stress-Less Grooming, their health, safety, and welfare are the primary concern.
- Pets will only be groomed according to their tolerance levels; if a dog shows signs of discomfort during any part of the grooming process, an alternative approach will be taken, or further sessions advised to support the dog.
- Stress-Less Grooming does not believe in using muzzles to mask stress or forcefully complete a groom. Muzzles may be discussed in certain situations but will only be introduced in a positive, gradual manner and never as a long-term solution for stress or aggression. The emotional and physical wellbeing of the dog will always be prioritised.
- Should a dog show signs they are not coping, the session may be terminated, and full payment will still be due. This reflects the appointment slot reserved for that dog. Shorter sessions may be advised to help prevent reaching this point. For this reason, Introduction Appointments are essential for every new client to assess the dog’s response in the grooming environment.
- For dog's struggling with any aspect of grooming, you may be asked to seek a thorough veterinary assessment to address any underlying causes.
- Grooming may occasionally reveal underlying skin or health conditions previously unknown to the guardian. Any such findings will be notified so that veterinary advice can be sought. Stress-Less Grooming is not liable for any pre-existing conditions exposed during grooming.
- While every effort is made to ensure safety and comfort, accidents may occur when working with live animals who can behave unpredictably. Despite the utmost care, 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 accidental injury or sudden onset of serious medical condition during grooming, the guardian will be contacted immediately and must collect the dog without delay to seek veterinary care. All associated costs remain the responsibility of the guardian.
- At their discretion, Stress-Less Grooming may offer or agree to contribute towards costs incurred from an accidental injury sustained during grooming. A full veterinary report will be required, detailing the consultation, appointment dates, medical treatment, and a full breakdown of costs directly relating to the incident. This is required for insurance purposes and must be submitted to louise@stress-lessgrooming.co.uk. Failure to supply documentation will result in the withdrawal of any compensation offer.
- In accordance with guidance from the Royal College of Veterinary Surgeons (RCVS), Stress-Less Grooming does not express anal glands or pluck ear hair. If these services are required, guardians must consult their veterinary professional.

Coat Condition for Dry Grooming Appointments
- For dry grooming services (where bathing is not included), dogs must arrive with a clean coat, free from excessive dirt, mud, or debris.
- Heavily soiled or unclean coats are not be suitable for dry grooming. If additional cleaning or coat preparation is required, this may result in extra charges, or the appointment may need to be rescheduled.
- This policy helps ensure the safety and comfort of the dog, protects coat condition, and prevents unnecessary damage to grooming equipment such as blades and tools.

Dogs in Season
- Female dogs in season will not be groomed due to potential impact on them and other dogs in the salon environment, including heightened stress, distraction, and behavioural changes.
- If a dog comes into season prior to the appointment, guardians must notify Stress-Less Grooming so it can be rescheduled.
- Arriving with a dog in season will result in the appointment being refused and the full groom fee applied.

Salon Exclusivity
- All grooming services operate on an appointment-only, one-to-one basis, granting exclusive use of the premises during each appointment.
- Dogs are not crated; they are free to move, take breaks, relax, or play in a safe environment.
- Households with multiple dogs may be asked to bring dogs separately depending on factors discussed at the time of booking.
- Clients may seek grooming services elsewhere; however, due to high demand and limited availability, appointment slots are prioritised for regular clients maintaining consistent schedules.
- Returning after discontinuing services may not be guaranteed.

Grooming Feedback
- Guardians receive feedback after every drop-off grooming appointment.
- Any dissatisfaction with the groom must be discussed with the groomer at pick-up, before leaving the premises.
- Reasonable requests to adjust the trim will be addressed immediately. This does not apply to Supported Grooming sessions or grooms terminated due to stress or behaviour.

Grooming Schedules
- Stress-Less Grooming is committed to learning each dog's needs, guardian preferences, and building trust, which takes time and patience across multiple visits.
- Specific styles or coat lengths require bookings on specific schedules to maintain the chosen look.
- For anxious or stressed dogs, only clients willing to commit to regular schedules and follow Supported Grooming or desensitisation guidance can be reasonably accepted.
- Clients on pre-booked, regular schedules receive priority booking.
- After the first appointment, a suitable schedule will be advised based on the dog’s needs, tolerance levels, and guardian preferences.
- Failure to maintain schedules may result in termination of services.

Pricing
Starting prices apply to dogs who:
- Attend professional grooming regularly (up to 8 weeks depending on coat type/length).
- Have well-maintained, tangle- and mat-free coats through regular at-home brushing/combing.

Clients can reasonably expect to pay more for:
- Matted, poorly maintained, or excessively overgrown coats.
- Wool or mixed breed coats not kept on a regular schedule.
- The condition of the coat directly affects complexity, safety, and time required, so final pricing reflects these factors.
- For full grooms, pre-booked schedules help ensure adequate appointment time and avoid extra charges.

New Clients
- All new clients must attend an Introduction Appointment regardless of grooming history.
- All initial appointments must be paid at time of booking; payments are non-refundable and require 48 hours’ notice to reschedule.
- Guardians must stay during Introduction Appointments.

Use of Food and Rewards
- Grooming is made positive through use of rewards, typically food.
- Guardians should inform Stress-Less Grooming of any sensitivities and may bring their own treats or food.
- For anxious or sensitive dogs, food rewards assist in counterconditioning and desensitisation.
- The use of food rewards may reduce over time, but grooming must remain a rewarding experience.

Supported Grooming Sessions
- Supported grooming sessions allow dogs who feel more comfortable with their guardian present to build confidence gradually. However, the dog’s need for comfort may sometimes limit grooming.
- If a dog seeks constant contact, climbs onto a guardian’s lap, leans heavily, or struggles to settle, it may not be possible to proceed with grooming tasks during that session.
- For safety, guardians must allow the groomer to manage handling, positioning, and coat preparation. Well-meaning adjustments may unintentionally disrupt the process and cause a safety risk to your dog.
- The priority remains to work at a pace the dog can cope with, ensuring sessions stay positive. Gradual confidence-building may be needed before full grooms can proceed.
- If at any time it is believed an alternative approach (e.g., cooperative care, desensitisation, drop-off visits or vet-assisted sedation) would better support welfare, this will be discussed openly with the guardian.

Safety Policy: Guardians may not restrain their dog against their will or pressure the groomer to proceed beyond what the dog is ready for. Stress-Less Grooming reserves the right to pause or end sessions where safety is compromised.

COVID-19 & General Illness
- If any person attending the appointment has symptoms of illness (COVID-19, flu, vomiting, diarrhoea, or other contagious conditions), Stress-Less Grooming must be informed to reschedule.
- If the groomer is unwell, appointments will be rearranged.
- Supported Grooming sessions often require close proximity, so it is essential no one attends while unwell.

Home Visits
- Stress-Less Grooming will conduct home visits professionally, respectfully, and with full regard for client privacy.
- No areas beyond the agreed work space will be entered.
- No personal, property, or household information will be shared without explicit consent.
- Keys, entry codes, or security information provided will be kept confidential and used solely for appointments.
- Any illness within the household must be reported promptly for rescheduling.
- The groomer will contact guardians if unwell to reschedule.

Privacy & Security
- Client data may be used for emergency veterinary care, appointment scheduling, or contacting guardians during or after appointments.
- Complimentary photos may be taken post-groom and used for marketing or social media unless guardians request otherwise.
- Some grooms may be videoed for educational or promotional use; guardians may opt-out by notifying Stress-Less Grooming.
- Client forms and contact details are stored securely on password-protected devices accessible only to Stress-Less Grooming.

Cancellations
- 48-hours’ notice is respectfully requested for cancellations or rescheduling.
- With 48-hours’ notice, non-refundable booking fees may be applied to another appointment or refunded where appropriate.
- Cancellations within 24-hours: 50% of the groom fee applies.
- Same-day cancellations or no-shows: full groom fee applies.
- Failure to arrive within 15 minutes is treated as a missed appointment and fees will apply.
- All late fees must be paid before future bookings.

Appointments and Timekeeping
- Guardians must arrive on time.
- 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.
- 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, dogs 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 any post-grooming effects of this procedure, which is not without risks.
- Any humane mat removal 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 usually caused by matting affecting circulation.
- When dense matting is present this can cause circulation issues, presenting as a hematoma when the matting is removed. This can cause bleeding, due to the circulation and matting, not from the act of shaving.
- 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 anxious behaviour, 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.
- 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
- Stress Less Grooming reserve the right to refuse to groom any dog at risk of harming itself, the groomer or guardian during the process.
- Guardians must disclose any history of biting, aggression, or behavioural concerns on the new client form prior to booking. Full transparency is essential to allow appropriate risk assessment and ensure the safety of all parties.
- Failure to disclose this information about incidences of aggression will result in termination of services immediately. Dogs with a history of aggression will not be turned away but we must be made aware prior to any appointment being offered.
- We draw attention to The Dangerous Dogs Act, which holds pet guardians liable for bites and injuries caused by the dogs.
- 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).

Breed Exemption
- For insurance reasons, I am unable to accept dogs covered under Breed Specific Legislation, even if exempted.

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
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 only on Topline Dogs system and accessed only by Stress-Less Grooming.

Zero Tolerance
- Stress-Less Grooming is built on an ethos of kindness and respect and we do not tolerate bullying, aggression or threats of any kind.
- 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.