Privacy Policy & Terms 

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PRICING

All prices quoted before the groom is completed are an estimate and will vary on factors such as coat condition, the size of the dog and length of time taken to complete the groom and the behaviour of the dog. Quotes are given on the basis of the coat being in good condition with a comb being able to reach the skin and the dog being comfortable with the grooming process as well as having regular appointments on a schedule to suit their breed and desired style.

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COAT CONDITION AND MATTING

If we find the coat to be matted and believe, in our professional opinion, it is kinder to remove the coat than it is to de-mat this will be done in accordance with The Animal Welfare Act 2006. This act identifies it as an offence to cause unnecessary suffering to an animal. Matting is not only uncomfortable to the dog it can also lead to skin irritations and infections. brushing to eliminate matting can cause areas of dermatitis, irritation, brush-burn, nicks and cuts and can be tedious and stressful to your dog. Whilst we will make every effort to identify this as part of the pre-groom consultation and coat assessment there may be occasions where the degree of matting cannot be fully identified until the groom is underway. This is typically when the top layer of the coat is brushed and the matting is underneath and close to the skin.
we will, in our professional opinion, do what we believe is in the best interest of the welfare of the dog.

Additional charges may be incurred due to the wear on equipment, additional products used, as well as time and skill needed to remove matting.

By agreeing to these Terms and Conditions you are expressly agreeing to the following De-Matting disclaimer:

 

DE-MATTING DISCLAIMER
Under the Animal Welfare Act 2006, it is an offence to cause unnecessary suffering to an animal: – this includes prolonged ‘de-matting’ which is painful and detrimental to the welfare of the dog. If you bring in your dog with more than 15 minutes of de-matting work, we are required by the Act to clip your dog short humanely or refer you to your vet to do the same. We will only attempt to de-matt for a maximum of 15 minutes or an area not larger that a 50p coin. We have assessed your dog’s coat and found it to be matted, therefore it needs to be clipped short. This can be prevented by daily brushing with a slicker brush and comb. Will be happy to explain the correct way to brush your dog and suggest a grooming programme that will allow us to achieve the look you would like for your dog, this may involve more frequent visits to our salon and will certainly involve daily grooming at home. When a dog’s coat becomes matted, it causes discomfort as the matts pull tightly on the skin and underlying health conditions may not be visible. When a matted coat is clipped short, it may occasionally reveal sore, reddened and/or irritated skin, this is due to the fact that the skin has not been able to breathe, and air cannot circulate freely. Clipping a matted coat can take longer and cause additional wear and tear on our equipment so a further fee may be chargeable in addition to the normal groom price.
The process of de-matting increases the risk of injury including but not limited to cuts and grazes, skin irritations caused by the shortness of the clipper blades that will be used as well as possible haematomas. In addition, you may see some behavioural changes such as head shaking, excessive scratching, licking and “scooting”. Should you have any concerns you should seek advice from your usual vet.

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ACCIDENTS

Although extremely rare, accidents can happen during grooming. Working with animals and sharp tools, minor but common grooming related accidents can involve; accidentally cutting the quick of the nail, accidentally catching ears or tongues, or accidentally catching warts or lumps. If any accident or serious medical issue arising during your dog’s time at the salon we will administer first aid and/or seek emergency veterinary treatment as per the Veterinary Surgeons Act 1966. Any costs associated with veterinary treatment will be at the owner's expense unless proven to be an issue caused by the neglect of DH Grooming Ltd
 

 

TIMEKEEPING AND NO-SHOW POLICY

We work on a strict appointment only basis for grooming. It is important to try to arrive on time for your appointment to allow us to stay on schedule for other clients. If you arrive more than 15 minutes late for an appointment it will be classed as a cancellation and you may be required to re-book for another time and day. You will be asked to pay a cancellation fee and may also be asked to pay in advance for your next appointment.

 

You will be given an estimated time frame in which your dog will be ready for collection. We will message you when your dog is almost ready to collect. We politely request that you do not return before we get in touch. This is purely because they will be excited to see you and this may prevent us from being able to complete the groom. It is essential that you collect your pet as soon as possible after receiving our message. 45 minutes after the message is sent the groom will be classed as a Late Collection. Late collections may incur an extra charge of £5 every 15 minutes or part of as this could prevent the groomer from starting work on the next dog.

If you need to cancel or rearrange your appointment please give at least 48 hours notice.

Customers who persistently 'no show' or same day cancel may be refused future appointments at the discretion of the management. Please see below for cancellation fees to be paid before rebooking an appointment.

 

• Up to 48 hours notice, payment is fully transferable.

• 48-24 hours notice, 50% of expected appointment price.

• Less than 24 hours notice or no show, 100% of expected appointment price.

 

 

 

 

FLEAS AND TICKS

At The Dog House we strive to be a flea free environment. If you know or suspect your dog has fleas or parasites, please inform us as soon as possible so we can rearrange your appointment to a time when they will be under control. We appreciate that you may not always know about fleas and they may be only become apparent during the groom. If this happens, we will complete the groom as needed. We will however need to treat the salon to prevent further contamination. The cost of this is £20.

If we find ticks on your dog we will try and remove them with a tick twister. We will inform you of the tick site. It is then the owner’s responsibility to maintain the extraction site of the tick bite to prevent infection. We also recommend that your dog is up to date with flea and tick treatment.

 

 

DIFFICULT DOGS AND ABANDONED GROOMS

DH Grooming Ltd. must be informed before the groom starts of any history or biting or aggression the dog may have or if they can be reactive towards people and/or other dogs or equipment. We must also be informed if another groomer has mentioned any issues with behaviour.

DH Grooming Ltd reserves the right to refuse or withdraw service for any reason, including if the pet cannot be groomed safely without danger to the groomer/employees/the pet itself; aggressive behaviour from customers will not be tolerated. By attending the appointment, you agree that the groomer may groom my pet, based on the above requirements, and has permission to use a muzzle or other safety equipment if they feel it is required. If we are unable to complete a groom due to behavioural problems or aggression you will be charged up to 100% of the expected price of a full groom depending on the time spent before the procedure had to be abandoned.

If a second member of staff is required to assist with the groom for an extended period of time an additional handling fee will be charged at our discretion.

 

 

HEALTH AND PREGNANCY

Clients must inform us of any health issues or concerns before the groom and keep us updated in any changes in health or behaviour. This is essential to us providing the best care tailored to their needs. Your dog’s welfare is our primary concern and they will only be groomed as far as their tolerance allows. If your pet is fearful of any of the procedures employed during grooming, a workaround or alternative will be employed. We will, where possible try to work positively with nervous dogs to help them relax. Occasionally during grooming a pre-existing condition may be discovered which you may not have been aware of. We will notify you of this so that you can seek veterinary advice if necessary. We cannot groom pregnant or lactating bitches. Please inform us as soon as possible if you think your dog may be pregnant.

 

 

GDPR and PHOTOGRAPHS

In order for us to provide the requested services, we are required to obtain and store a limited amount of your personal information. Such information will be stored in accordance with all relevant legislation, will never be shared with any 3rd parties or organisations. Information will only be used for the purposes of providing the requested or related services. You have the right to request and review any of your personal information at any time. If you wish to do this please email: thedoghouse@dhgrooming.com

 

We may use pictures of your dog in promotional materials and for training and developing purposes. If you do not wish to have your dog's picture used please inform us either at drop off or collection.