Salon Policy.
Welcome to Syd’s Doghouse & Spa. We are delighted to welcome you and your dog to our grooming salon. By booking an appointment with us — whether online, by telephone, in person, or by any other method — you confirm that you have read, understood, and agreed to the following Terms & Conditions. Please read these carefully prior to your appointment. At Syd’s Doghouse & Spa, your dog’s health, safety, and welfare are our highest priority, alongside the safety of our staff and other dogs on the premises. The following policies are in place to ensure a safe, professional, and positive grooming experience.
1. Booking Policy
Appointments are required for all grooming services. Walk -ins may only be accommodated subject to availability.
We strongly recommend booking in advance to secure your preferred date and time.
All new clients must complete the check-in form in full prior to their first appointment. This will be sent out to you automatically by our booking system upon the scheduling of an appointment. If you do not receive this or have any issues completing the form, please inform a member of staff as soon as possible.
All existing customers will also receive the same check-in form to sign when booking their appointments. The form will have all your information pre-saved from the last time it was completed, please ensure that all the information is up to date and correct, before re-signing at the bottom.
The check-in form must be updated whenever there is a change to your dog’s health, behaviour or your personal details. This ensures the safety and comfort of both your dog and our staff.
2. Deposit Policy
All bookings require a 50% deposit at the time of booking.
Deposits are deducted from the final grooming / treatment cost.
Deposits are forfeited in the event of a no-show or cancellation.
Deposits may be held as a rolling deposit for future appointments and may be refunded upon request.
3. Late Arrivals
Clients are expected to arrive on time for their appointment.
Arrivals more than 15 minutes late may result in the appointment being shortened, rescheduled or cancelled forfeiting the deposit.
If no contact is made within 15 minutes of the appointment time the deposit may be forfeited.
We reserve the right to refuse or modify the service if insufficient time remains to complete the grooming / treatment safely.
4. Cancellations & No-Shows
Appointments must be cancelled at least 1 working day in advance.
Late cancellations or failure to attend will result in a charge of up to 100% of the grooming fee or forfeiture of the deposit.
Repeated cancellations or no-shows may result in refusal of future bookings or the requirement for full payment in advance.
5. Pricing & Payment
Prices vary depending on breed, size, coat condition, behaviour, and health needs of the dog.
Where two staff members are required for safety or welfare reasons, an additional fee may apply, owners will be made aware in advance where possible.
Payment is due on completion of services. We do not accept cash payments.
In certain circumstances, deposits, or full payments may be required in advance.
Additional charges may apply due to time, care required, and equipment wear. Any additional fees will be discussed with the owner on collection of the dog.
6. Complaints Policy
We aim to achieve complete customer satisfaction. If you have any concerns regarding your dog’s groom, please contact us within 24 hours of the appointments.
Complaints should be submitted in writing and include your dog’s name, appointment date & time, and details of the concern.
7. Health & Safety Requirements
Dogs must be up to date with routine vaccinations. Proof may be requested.
Dogs showing signs of illness, fleas, ticks, or parasites will not be accepted for grooming.
If fleas or ticks are identified during a health check or grooming session, the appointment may be stopped and a sanitation fee for the salon may apply.
Should a dog be presenting with signs of illness, fleas, ticks, or parasites prior to the appointment, owners are to contact us to reschedule the appointment.
If grooming cannot proceed due to infestation, the owner will be notified and additional charges may apply to cover time, and hygiene measures.
8. Behaviour & Temperament
Owners must disclose any behavioural concerns or triggers on the check-in form prior to the appointment.
Aggressive, highly anxious, or unsafe dogs may be refused service or have grooming stopped to ensure the safety of dogs and our team.
Where necessary for safety, a muzzle may be used. Owners will be informed, and dogs will always be handled calmly and compassionately.
Charges may apply for time spent if grooming cannot be completed safely.
9. Matted Coats
Severe matting can cause pain and health issues. In such cases, a shave-down may be necessary for the dog’s welfare.
Every attempt to contact owners will be exhausted prior to de-matting or shaving.
Additional charges may apply due to time, care required, and equipment wear.
We are not responsible for minor irritation or nicks resulting from the removal of severe matting.
Ongoing severe matting may result in higher grooming fees or refusal of service.
10. Accidents & Emergencies
While every precaution is taken, grooming carries inherent risks.
Any injury will be treated appropriately and owners notified immediately.
In the event of a veterinary emergency, we will contact your nominated vet or the nearest available clinic. All associated costs remain the owner’s responsibility.
11. Owner Responsibilities
Dogs must be on a lead or in a secure carrier on arrival and collection.
Owners must ensure dogs have had an opportunity to relieve themselves prior to the appointment.
Owners are not permitted in grooming areas unless invited by staff.
Accurate completion of the ‘Check-In’ form is the owner’s responsibility.
12. Collection & Late Pick-Up
Dogs must be collected within 15 minutes of appointment end time.
A late collection fee of per 10 minutes may apply.
Additional care services must be pre-booked where available.
13. Photography & Social Media
We may take photographs of dogs for marketing or social media purposes.
If you do not consent, please inform us via your ‘Check-In’ form prior to the appointment.
14. Liability
We are not responsible for pre-existing conditions that may worsen during grooming.
Grooming of all dogs is undertaken at the owner’s risk
15. Personal Items & Treats
We cannot accept responsibility for loss or damage to personal items.
Owners may provide labelled treats, subject to dietary requirements. Any allergies must be declared on the check-in form and staff informed at the start of the appointment.
We use our own treats during grooms to ensure all dogs have a positive experience, if you do not wish for your dog to be given treats, please make our staff aware when arriving for your appointment.
16. Data Protection
Personal data is collected solely for booking and record-keeping purposes and handled in accordance with UK data protection legislation.
We may take photos before and after your dog’s groom for staff training and to post on our social media, should you wish to opt out of this, please let us know on the check-in form and at the start of your appointment.
With consent, we occasionally send owners marketing materials which may include benefits & offers. Should you wish to not receive these, you can opt out on the check-in form.
