Terms & Conditions

All clients are required to complete a registration form and sign the declaration upon arrival. By booking your dog in for a service it is deemed you have read and agreed with these terms and conditions.

All your data is confidential and will not be used by a third party under general data protection regulations.

We require a minimum of 24 hours’ notice if you are unable to attend your appointment, so your space can be filled. Failure to provide at least 24 hours’ notice, will result in you being charged 50% of the full grooming appointment plus a cancellation fee of £10 will apply. Continued ‘late notice cancellations' will result in any future appointments being offered.

If you fail to attend an appointment with NO notice being given, you will be charged the total cost of the missed grooming appointment plus £20 non-refundable booking fee towards the next appointment. Constant ‘failure to attend’ will result in no future appointments being offered.

We ask that you arrive 10 minutes prior to your appointment, to discuss your dog’s current wellbeing and any changes to its planned groom. If you are more than 15 minutes late, you may lose your appointment.

Please make sure you have walked your dog prior to its appointment, and it has been toileted. Please pick up after your dog if it has toileted within the garden and dispose of appropriately.

Please ensure you have fed your dog at least two hours before grooming (unless diabetic).

We ask that you collect your dog on time, at the agreed time as we are unable to hold your dog in the salon. We have a duty to our customers to run on time and can only hold 1 dog at a time. We ask that you contact us by phone if you are running late. Failure to notify us and arrival for collection more than 15 minutes late will incur a £10 late collection fee.

We ask that you DO NOT arrive early to collect your dog. This puts added stress on both the groomer and the dog and may result in a non-finished groom. We will contact you when your dog is ready.

If your dog has any new or long-term medical condition, please inform us prior to the appointment. Sometimes grooming can expose pre-existing health issues. Hair of the Dog Devizes will NOT take any responsibility for any existing health issues that have arisen due to the grooming process or any adverse reaction your dog has suffered whilst being groomed. We reserve the right to refuse service to clients whose dog appears unwell and unfit to be groomed on the day of their appointment. We will NOT accept dogs that have recently had diarrhoea, vomiting or kennel cough.

Hair of the Dog Devizes will NOT be held liable or responsible for any irritation, abrasion, patchiness, or hair loss due to any pre-existing skin condition, or any mishap caused by non-disclosure of my pet’s medical condition or behaviour. Hair of the Dog Devizes will NOT be held liable for any injury caused as the result of the process of grooming, de-matting, thinning, stripping, or clipping.

Hair of the Dog Devizes groomer will always try and meet my expectations with the style of a groom and that grooming is not an exact science. I understand issues can arise during the groom, such as matting, persistent wriggling on the table or a dislike of the dryer or nail cutting. These factors dictate how the groomer proceeds or whether the groom is abandoned. Dogs have a mind and agenda of their own!

Elderly, infirm, overweight, and young dogs may require extra comfort breaks and find the grooming process exhausting and stressful. If brushing or clipping is causing too much stress, we will modify or terminate the groom. We will NOT BE held responsible for any mental or physical stress of grooming or sudden illness / injury or sudden death of your pet. Any grooming which takes place on an elderly or frail dog is conducted at your risk.

We DO NOT accept sedated dogs.

We DO NOT accept pregnant bitches or bitches in season.

Puppies are welcome and MUST have had their second vaccinations 2 weeks prior to their first appointment. Puppy introductions are over 2-3 sessions and can be booked from 3 months of age.

We reserve the right to refuse giant breeds that are deemed too heavy to be handled solely by one person. A second person will be required, and therefore additional handling fees will apply.

It is the owner’s responsibility to maintain their dogs coat at home between grooming appointments. Hair of the Dog Devizes reserve the right to perform a total clip off if your dog’s coat is considered too matted to safely or comfortably comb out. We will avoid all unnecessary suffering and stress to the dog (Animal Welfare Act 2006). You will be required to sign a matted coat removal agreement form. A matted coats surcharge of £20 will be incurred for a total clip off.

Please inform me if your dog has any behavioural issues, is nervous or has aggressive tendencies. Please inform me if there are issues around grooming your dog dislikes. Any dog found to be too aggressive or nervous to complete the groom safely will be returned to the owner as soon as possible & the full groom price will be charged. Sometimes grooming over several sessions or referral to a vet for sedation is more appropriate.

We do not groom dogs listed under the Dangerous Dogs Act 1991.

Hair of the Dog Devizes has the right to refuse service to clients whose dogs arrive with an infestation of fleas / ticks or other parasites. Your dog is welcome back in the salon once treated and the infestation resolved. If fleas are found on the dog, an additional charge of £10 will incur to cover the cost of flea treatment, insecticidal shampoo and disinfecting the salon to prevent contamination. If excessive numbers of ticks are found on the dog, an additional charge of £5 will apply.

Please DO NOT bring your dog to the salon if it has worms. Worms can be transmitted to people and other pets. Please treat with a recommended wormer and ensure your dog is worm free before its next appointment.

We DO NOT pluck ears or express anal glands.

We offer emmi-pet ultrasonic teeth cleaning for which a separate terms and condition is provided.

We provide nail clipping inclusive of a groom or as a separate service. Sometimes by accident we cut the quick of the nail, more common in black nails which then bleeds. We will apply trimmex, a coagulant powder and apply pressure to stop the bleeding. Should this happen, you will be informed.

We do not require it to be compulsory that your dog is vaccinated or has annual boosters. However, we encourage owners to get their dog protected against serious disease. An unvaccinated dog puts itself and other dogs at risk of diseases. Hair of the Dog Devizes takes NO responsibility for any dog that may contract any canine disease or claim transmission via the salon.

We reserve the right to take your dog to your own vets in the event of an emergency; or if unavailable a chosen vet should the need arise. Any charges incurred will be the owner’s responsibility.

We operate a satisfaction policy and ask that if you have any concerns or not entirely satisfied with any aspect of the service provided, treatment or groom that it is discussed on collection, so we can resolve the matter. We will not tolerate negative, disrespectful, hurtful comments on the internet or social media.

We will not tolerate abusive and offensive language or behaviour and I reserve the right to refuse service to customers acting in this manner.

We reserve the right to use any photos taken within the salon to use for advertising and to create a portfolio of grooms carried out. If you DO NOT wish for your dog’s photo to be taken you are required to sign the form, opting out of this.

Payment is due at time of collection. We accept cash or bank transfer, which we request is made on collection.