Condition and Behaviour

By signing your dog’s registration record card, you confirm that you have read, understood, and agree to the Terms of Service on our website. These terms form part of the agreement between you and FURST CLASS LOUNGE and apply to all services provided.

Coat Condition and Maintenance

The general condition of a dog’s skin and coat is assessed individually and is considered in reasonable condition when it is suitably maintained for the dog’s breed and coat type.

A healthy coat requires regular brushing and appropriate home maintenance. Many coat types require consistent care, time and the correct equipment to remain in good condition. Grooming suitability will always be assessed individually.

Temperament and Behaviour

Temperament refers to a dog’s physical and psychological behaviour.

Physical behaviour includes energy levels, lethargy, aggression, biting and general physical condition.

Psychological behaviour includes fear, anxiety, confidence and the dog’s level of socialisation.

Additional charges may apply when extra time, products, equipment, or specialist techniques are required due to poor coat maintenance, excessive matting, or a dog’s individual temperament or physical condition.

We do not accept dogs displaying aggressive or unsafe behaviour. Where a coat has become severely matted or felted due to inadequate maintenance, we reserve the right to decline the service where we believe proceeding would compromise the dog’s welfare or would be inconsistent with our commitment to responsible dog ownership.

Owner Responsibility

The owner is responsible for the ongoing care, welfare, and condition of their dog’s skin and coat, and for providing appropriate socialisation, training, and veterinary care to support their dog’s physical and psychological wellbeing.

Choosing a dog is a long-term commitment, and regular professional grooming forms an important part of caring for many breeds and coat types. A well-maintained coat, supported by appropriate grooming at home, along with a well-socialised and appropriately trained dog, helps ensure professional grooming can be carried out safely, comfortably, and to the required standard.

Consultation and Pre-Grooming Assessment

We can arrange a complimentary consultation before a dog’s first grooming appointment, allowing us to meet the owner and dog and assess their individual condition, coat, and temperament.

Before every grooming session, we carry out a health and coat assessment with the owner or nominated carer present wherever possible. The owner or nominated carer must remain contactable while their dog is in our care.

If, once grooming commences, we identify a coat condition that has not been reasonably maintained or that requires us to deviate from the agreed or usual grooming service — for example, removing severely matted areas, clipping the coat shorter than requested or taking the coat off completely — we will contact you to discuss the situation wherever practicable.

Depending on the severity and condition of the coat, we may proceed with the necessary changes to the grooming service where we consider this appropriate for the dog’s welfare. In some circumstances, however, we may be unable to proceed safely, and we may need to stop the grooming service. In this situation, the owner or nominated carer must collect the dog.

If we try to contact you about a significant change to the grooming service, including by phone or message, please understand that we may need to decide based on the dog’s immediate welfare if we cannot reach you promptly. Our priority is always to ensure the dog is groomed safely and comfortably, with its welfare at the forefront of our decision-making.

Final Price Charged

Pricing and Individual Assessment

We determine pricing after taking all relevant circumstances into account. A well-maintained dog kept in reasonable condition between grooming appointments and demonstrating well-adjusted, socialised behaviour will typically be charged in accordance with our Price Guide. However, we assess every dog, including puppy introductions, on an ongoing basis and price each one individually according to the time, care, and level of work required.

Aggressive or Unsafe Behaviour

The safety and welfare of every dog, our clients and our groomers is our priority. If a dog displays aggressive or unsafe behaviour and we cannot groom them safely, we reserve the right to contact you and suspend or discontinue the service, in accordance with our responsibilities under the Animal Welfare Act 2006.

If grooming has commenced and your dog has been bathed and dried by our groomer, we will charge the applicable grooming fee. Where the service cannot safely proceed before bathing and drying, a £15.00 service fee will apply. In such circumstances, we may recommend appropriate professional behavioural training before considering further grooming appointments.

Missed Appointments and Late Cancellations

A £15.00 fee per dog applies to no-shows and missed appointments when you provide less than 24 hours’ notice. You will pay this fee at your next appointment.

Late Arrival

If you arrive more than 30 minutes late, you will generally need to reschedule to avoid compromising the care of other dogs and the smooth running of our service. A £15.00 missed appointment fee may also apply.