Everything here is so we both know where we stand. It is the same information I share on
Instagram, just somewhere you can find it again.
Deposits & cancelling
A 50% deposit will need to be taken to confirm the appointment.
We are a small independent business and lose money from last-minute cancellations where
slots cannot be filled at short notice.
More than 48 hours' notice
You can have the deposit carried over to a new appointment, or refunded to you.
Within 48 hours, or not showing up
The deposit will not be transferred or refunded. A new appointment will need to be
made with another deposit paid.
Life happens, so if you have a reason your dog cannot attend, I am
happy to move it with 48 hours' notice and reuse your deposit. No-shows affect
small businesses massively, which is why I take a deposit.
Before your appointment
Please make sure your dog has not eaten within the 2 hours before the start of their appointment.
Please give them a walk beforehand so they have had the chance to toilet, to avoid any accidents during the groom.
Keep up to date with your dog's flea and worm treatment.
Arriving & collecting
When you arrive, ring the black camera doorbell to the right of the front
door. I will be out to you as soon as possible!
Please arrive promptly for the appointment start time. If you are running more than a
few minutes late, let me know so I can tell you whether the appointment can still go ahead
that day.
Turning up more than 15 minutes late with no prior notice may
result in your appointment being cancelled, with no refund of the deposit.
I will give you 15 minutes' notice to pick up your dog,
or more time if we have agreed it beforehand.
If your dog is not collected within 30 minutes of the phone
call, a late fee will be added depending on the time taken to collect.
I am a one-to-one groomer, so I can only have one dog in the salon at
a time. Appointments cannot overlap, and a late collection delays the next dog.
Matting policy
We will always put a dog's welfare first. If your dog comes in with matting over more than
roughly 30% of their body, they will not be caused excessive stress
or pain by attempting to brush out the coat.
Severe matting will be cut out or clipped, not brushed, as this will cause
pain. As much hair length will be preserved as possible, but our ethos is to choose
welfare over vanity, so your dog may need to be taken short.
Owners will be notified and asked permission before shaving down short, if this is not
what they have already requested or agreed on.
Any additional time needed to fix matting will be charged at
£10 per 15 minutes of extra appointment time.
ZenDog is fully insured and will cover vet bills on the rare occasion an injury occurs, but
will not be held liable for injuries caused specifically by the removal of severe matting, or
existing injuries found under the matting. All steps will be taken to avoid injury, but when
severe matting is present the skin is pulled tight and is more likely to be caught by
clippers, or to cause clipper rash and ear haematomas.
It is the owner's responsibility between appointments to maintain their dog's coat, for
their welfare and to avoid severe matting.
Stress & behaviour
If your dog becomes overly distressed or aggressive during the groom, and all options to
continue safely have been exhausted, the groom will be stopped and the owner notified.
ZenDog holds the right to refuse any dogs showing aggressive behaviour or becoming overly
stressed during grooming.
Flea fee
If fleas are found on your dog, a £25 fee will be added to cover
fumigation and extra cleaning of the salon.
Physiotherapy
A veterinary referral is required before booking in, contact me for more information.
Working with your vet. Physiotherapy for dogs is carried out with your vet’s knowledge and consent. Please provide me with your vet’s details before booking, along with information about your dog’s condition.
Physiotherapy is a mobile service: your dog is treated in their own home, so I will ask for
your address when you book.
