At Gracious Grooms, I aim to provide a calm, one-to-one grooming experience for every dog. To help me maintain a smooth schedule and a high standard of care, I kindly ask all clients to follow the policies below.

Cancellation Policy

Please provide at least 24 hours’ notice if you need to cancel or rearrange your appointment.

Deposits

• Deposits are refundable when more than 24 hours’ notice is given.
• Deposits are non-refundable when cancellations are made with less than 24 hours’ notice.

No-Show Policy

If you fail to attend your appointment without notice, a 50% no-show fee (based on your dog’s groom) will be charged.
This fee must be paid before any further appointments can be scheduled.

Late Arrival Policy

If you arrive more than 15 minutes late, your appointment may be cancelled to avoid delays for other clients.
As I operate on a one-to-one basis, I cannot always accommodate late arrivals.

Grooming & Collection Times

Grooming times can vary depending on your dog’s coat, behaviour, size and the services required. I will always provide an estimated collection time, but this may change if additional time or care is needed. I will contact you if there is a significant change to the estimated collection time.

Collection Policy
Once your dog is ready, I will contact you to let you know they are ready for collection. Please collect your dog at the agreed collection time.

As I operate on a one-to-one basis, late collections can affect my next appointment and the running of the salon. A late collection fee of £X may be charged where a dog is collected later than the agreed collection time, unless a delay has been discussed and agreed with me in advance.

If you know you are going to be late, please contact me as soon as possible so I can let you know whether I am able to accommodate the delay.

Coat Condition

Where a coat is severely matted, it may not be possible to safely brush the coat out without causing discomfort or injury. In these circumstances, the coat may need to be clipped shorter for the welfare of the dog. I will always discuss this with you where possible. Matted coats, impacted undercoat, or dogs requiring additional time and handling may incur an extra grooming fee due to the increased level of care and time required.

Health & Behaviour

Please inform me of any health issues, behavioural concerns, or special requirements prior to your appointment so I can ensure your dog’s safety and comfort.

Dog Welfare & Safety

My priority is always your dog’s welfare and safety. If I feel a groom cannot be completed safely or without causing significant distress to your dog, I reserve the right to stop or alter the groom. I will discuss this with you and recommend the most appropriate next steps.

Fleas

The full grooming fee will still apply if fleas are discovered during the appointment, as the discovery of fleas requires additional cleaning, sanitising and preparation of the salon and equipment before another dog can safely be groomed.

• Adjust the remainder of my day
• Deep clean the entire salon
• Sanitise all tools and equipment

Why this policy matters:
Fleas spread quickly, and these additional steps help protect all pets visiting the salon—including yours. Thank you for your understanding and for helping me maintain a clean and comfortable environment for every furry friend.

Vaccinations

All dogs must be up to date with their vaccinations, including kennel cough, for the safety of all pets in my care.

Illness & Infectious Conditions

Please do not bring your dog to the salon if they are showing signs of an infectious illness, including coughing, vomiting, diarrhoea, contagious skin conditions or other symptoms that could put other dogs at risk.

If your dog has recently had an infectious illness, please contact me before attending so I can advise when it is safe to return.

If your dog arrives showing signs of illness, I may need to refuse or stop the appointment to protect your dog, other pets and the salon environment.

Toilet Breaks

Please ensure your dog has had a toilet break before arrival to help maintain a clean and calm grooming environment.

Grooming Memberships

Memberships are subject to their own Terms & Conditions. By purchasing a Grooming Membership, you confirm that you have read and agreed to the applicable membership Terms & Conditions.

Agreement

By booking with Gracious Grooms, you confirm that you have read and agree to these policies.

Thank you for your understanding and for supporting my one-to-one grooming services.