Policies and Procedures

  • Please find important terms, conditions, policies and procedures related to the grooming of your dog outlined below.  
  • If any further information is required or you have any concerns please raise these with me in person before commencing the groom.  
  • The comfort and safety of your pet and your satisfaction are very important to me so I am always happy to discuss any issues you may have.

Customer Satisfaction

Your satisfaction is very important to me. If you are unhappy for any reason, and would like something adjusted, I will be happy to do so when you collect your dog from his, or her, appointment.


I politely request that any cancellations are made at least 24 business hours in advance. Failure to do this could result in an additional charge on the next grooming service, repeated no-shows can lead to refusal to provide service in the future. 


All pets must be up-to-date with current vaccinations and required to receive annual boosters. Grooming services may not be able to take place if out of date.

Health or Medical Issues

Although rare, occasionally grooming can expose a hidden medical problem or aggravate an existing one. This can occur during, or after, grooming. All medical expenses for veterinary care are to be covered by the pet owner.

Matted Coats

A dog with a severely matted coat requires extra attention. Mats in a dogs coat can grow tight, and can ultimately damage and tear the dog's skin, which provides a breeding ground for infections. Wagtails will not cause serious or undue stress to your dog by dematting excessively matted coats and may require the dog to be shaved.

Removing a heavily matted coat can cause nicks cuts or abrasions it can also trap moisture and urine near the dogs skin allowing fungus and bacteria to grow producing skin irritations that exist prior to the grooming process.

After effects of mat removal can include itchiness, skin redness, irritations or abrasions.

In these cases your requirements will be discussed at the dropping off point and advice will be given if the dog needs to be shaved. In the event of this not being discussed for some reason you will be notified and you will have a choice to pick up your dog.

Wagtails will not be liable for issues needing vet treatment relating to a matted coat.


Although accidents are very rare, there is a risk when dealing with animals. Grooming equipment is sharp, and although I use extreme caution and care in all situations, possible problems could occur, including cuts, nicks, scratches, quicking of nails, etc. In most cases, this can happen when an animal is wiggling or moving around. Your pet’s safety and comfort is my number one priority, but in the event of an accident occurring, you will be notified. If however, I feel that the accident is serious and the owner is not onsite, I will seek immediate veterinary care for your pet.

Flea Treatments

I strive to be a flea-free salon. Please ensure your pet is up to date with its flea treatment. This should be done regularly following manufacturer’s instructions. If it is discovered that your pet has fleas, I reserve the right to apply an appropriate flea treatment. A reasonable discretionary charge for this treatment will be added to the price of the groom. If a tick is discovered, you will be notified.

Dangerous or Aggressive Animals - Refusal of Services

We reserve the right to refuse any services at any time. In the event that your pet is too stressed, or becomes dangerous to groom, we may decide to stop or cancel the grooming service at any time before, during or after grooming and a charge will be made for work carried out to that point.

Use of Muzzles

Although I aim for all grooms to be non-restraint there are sometimes extreme cases where the dog’s history or immediate requirements mean that a muzzle may be required. This will always be at the owner’s consent and would be used as part of the development process over a series of visits towards achieving a non-restraint, stress-free groom. Muzzling does not harm your pet and protects both them and me; it may even help to calm a stressed animal, allowing the grooming process to continue but would only ever be used in severe instances.

Service Charges

Charges for grooms are agreed in advance although in extreme cases a discretionary higher rate may be applied to the groom if dogs show aggression or acute nervousness therefore taking much longer to groom.