Cancellations & Missed Appointments

When you book a grooming appointment with us, we reserve that time exclusively for your dog. Our groomer plans their day around each appointment and may dedicate up to two and a half hours to your dog’s grooming session.

For this reason, you must give 24 hours’ notice if you need to cancel or move an appointment. This gives us a reasonable opportunity to offer the appointment to another client on our waiting list.

A £15 missed appointment fee applies to each dog where:

• an appointment is cancelled or moved with less than 24 hours’ notice; or
• an appointment is missed without notice;
• you do not bring your dog to the appointment for any reason.

The fee applies regardless of the reason for the missed appointment. We understand that unexpected things can happen, but once an appointment is within 24 hours, it is usually too late for us to offer that valuable grooming time to another client.

We operate a busy appointment system with clients waiting for grooming spaces. When an appointment is missed at short notice, another dog could have used that time, while our groomer still has the time reserved and can’t take another grooming appointment.

The £15 fee is not a penalty. It is simply a small contribution towards the time specifically reserved for you and your dog. Our groomer plans their day around each appointment and may set aside up to 2½ hours of valuable time exclusively for your dog. When an appointment is missed or cancelled without the required notice, we usually can’t offer that time to another client, so £15 is small compensation, but it helps.

Appointment Reminders

Most clients now have smartphones, which they can use to set appointment reminders.

For this reason, we deliberately do not routinely send text reminders. With the volume of appointments we manage, we feel it is reasonable for clients to take responsibility for remembering their own confirmed appointments.

Thankfully, forgotten appointments are extremely rare for us—typically only one or two per month. Sending routine reminder messages to hundreds of clients when the vast majority don’t need them would be unnecessary and would create an additional ongoing cost for the business.

Your appointment is confirmed at the time of booking, and we kindly ask that you note the date and time, allow sufficient time to arrive, and keep the appointment card offered to you at reception when booking in person. We appreciate that life can occasionally get busy, but the responsibility for remembering a confirmed appointment ultimately rests with the client.

Arriving Late

Please allow sufficient time to arrive for your appointment.

If you arrive more than 30 minutes late, we may need to reschedule your dog’s appointment to keep the day’s schedule running fairly for all clients.

If we have to reschedule an appointment because of a late arrival, the £15 missed appointment fee will apply.

Please also understand that we are not obliged to telephone clients who do not arrive for an appointment. Our groomers work to a carefully organised schedule, and waiting for a late arrival or attempting to contact clients during a busy grooming day can create a knock-on effect for other clients who have arrived on time.

We have a responsibility to keep appointments running as smoothly as possible for everyone, so we cannot routinely delay or disrupt other clients’ appointments while confirming whether a client who has not arrived is still coming.

We appreciate that genuine emergencies can happen, and we will always use our discretion where appropriate. However, applying the policy consistently is important to keep it fair to all our clients—including those who give the required notice when they need to change an appointment.

Thank you for understanding and helping us protect the reserved appointment time, especially for your dog.

Collection After Grooming

Once your dog’s grooming is complete, we will contact you by telephone, text message or another agreed method to let you know they are ready for collection.

Please remain contactable and arrange to collect your dog as soon as reasonably possible after you’re notified. If someone else is collecting your dog on your behalf, they should also be available to attend promptly once contacted.

Our salon is designed specifically for grooming, and while we are always happy to care for your dog while they are with us, we cannot accommodate dogs for extended periods once their groom is complete. Prompt collection allows us to maintain a calm, comfortable environment for all the dogs in our care and ensures our team can continue providing the high standard of service we pride ourselves on.

If you know in advance that you may be unable to collect your dog promptly, please let us know when making your appointment or before your dog’s groom begins. We will always do our best to accommodate individual circumstances where we can.

Repeated or unreasonable delays in collection may result in an additional charge and, where necessary, may affect our ability to accommodate future bookings.