Grooming Terms & Conditions

The Dog House Grooming Information, Terms & Conditions 


This information sheet contains the following information  


  • Expectations 

  • How to become a Super Special Customer 

  • Why we do what we do 


 Thank you for trusting The Dog House Team with your dog.  


We realise that we are in a privileged position and want to convey to you that we will do our very best to help you look after your dog. Our Terms and Conditions help us set out how we will engage with you and your dog, what you can expect from us and us from you.  


If you have any questions, then please ask. We ARE here to help you and we want to share our knowledge and experience to help you and your dog live the best possible life that you can. 

At The Dog House, we are All About The Dog!  

General Expectations 

We reserve the right to refuse to groom a dog that presents a risk of injury to itself or our staff. 

Grooming of sick or elderly dogs is entirely at owner’s risk. Grooming may expose underlying skin or health problems that we cannot be held liable for.  

Our first concern is for the welfare of your Dog so in the event of injury or illness we may take your dog direct to the Vets and unless it can be clearly shown that we are liable, all costs in connection with this visit to the Vets, shall be at the owner’s expense. 

Promptness and Cancellations  

Please give us 48 hours notice of all cancellations. Cancellation at this stage will not incur a fee. 

Cancellations made the day before your appointment will require 50% payment before it can be rescheduled. 

Cancellations made on the day of your appointment will require full payment before it can be re-scheduled.  

If you turn up 15 minutes or more late then your appointment will be rescheduled, and you will have to pay a late fee of 50% of your grooming fee and still pay for your full groom when it is rescheduled.  

Any complaints need to be received within 48 hours of the groom taking place otherwise the complaint will not be investigated 

Matted Dogs  

In the event of any dog needing a shave down/clip down, the owner should be aware that irritation may occur from the shaving process, as well as uncovering nicks, cuts or other potential problems. 


The owner agrees that The Dog House and/or its staff will not be held liable for any after-grooming effects of matt clipping procedures or problems "uncovered" by clipping off of a badly matted, neglected coat. This could include, but is not limited to the following: itchiness, skin redness, irritations or abrasions however caused, post groom furunculosis, pyoderma - superficial or deep and/or traumatic dermatitis.  

No dog will be subjected to stress or discomfort and all dogs will be groomed in accordance with The Animal Welfare Act 2007.  

A shave-down will always incur extra fees, the only exception being a dog brought in by a recognised Rescue Centre Staff member.  

We photograph and/or video every case of neglect brought into the salon for grooming and we also save a sample of fur. We reserve the right to use these items as we deem appropriate.  


If you know your dogs has fleas, please leave your dog in the car. Tell your groomer you suspect (or know) that your dog has fleas. This way he/she can deal with the dog appropriately.  An appropriate surcharge may apply. 

Customer Declaration  

 Dogs will be accepted for grooming after the Owner (or other responsible person) has filled in and signed a Customer Declaration Form.  

By signing the form, you are deemed to have accepted these Terms and Conditions, however; if we groom your dog in the absence of a signed CDF, you are deemed to have accepted the Terms and Conditions set out here, which are subject to change at any time.  

Dangerous Dogs:  

 The owner (or other responsible person) agrees to inform The Dog House prior to grooming if the dog has bitten or has aggressive tendencies.  

The Dog House reserves the right to muzzle your dog or ask you to muzzle your own dog or to refuse to groom it if it represents a danger to our staff or other dogs in the salon. Unless this has been discussed and agreed beforehand, we reserve the right to turn your dog away without grooming it - however the full price for your groom will still be charged because at that point we cannot fill your appointment.  


Wee Wees Please!  

 If your dog defecates or urinates during the grooming process and requires a second bath you will be charged appropriately.  Please bag up your dog's mess if your dog has an accident and put it in the bin outside our Salon.  


Anal Glands & Ear Plucking   

We can carry out both services but only if they are booked prior to your dog attending the salon, both services add time to the full grooming process, and we need to know in advance.  Prices charged for this are on our website  



The Dog House accepts Internet Transfer, Cash and most major credit and debit cards.  


If you would like us to look after your dog for the day or half day around your grooming appointment, this can be arranged with our Day Care Team BUT we need to know in advance so we can reserve your dog a space – please book at the point of reserving your grooming appointment. Day Care fees are discounted for dogs receiving a full groom but please ask at booking for us to confirm the costs – further details are available on our website  

Late collection: 

If you cannot collect your dog at the agreed time, we will charge £5.00 per hour or part thereof.  

How to become a “super special customer” ... 

  • Arrive on time / pick up on time and don't leave the front door wide open at any point  

  • Give accurate medical updates even if it was something minor or insignificant  

  • Be patient.   

  • Don't bring a dog in that's had diarrhoea or been flea treated for at least 14 days  

  • Stick to your recommended grooming schedule or be prepared to pay higher prices  

  • Be aware that Slightly Knotty = Slightly More Expensive on a sliding scale of severity  

  • A shave down due to anyone's neglect = increased fee’s 

  • We will automatically send you a “next appointment” for the time scale we believe you need to help you keep your dog's coat in tip top condition. If you extend this time frame and your dog becomes matted, you will incur a surcharge 

  • Tell us if your dog bites or if there has been a recent behavioural change  

  • Do not touch any dog other than your own because we do groom known biters  

  • Children are welcome inside the shop and reception area but please keep them under strict control  

  • Payments - We accept all major Cards or Cash

  • No-Shows will always be charged 100% of the grooming fee they missed. If you fail to turn up for your booked appointment or are late on 2 consecutive occasions, we reserve the right to refuse you future appointments. 

  • Cancellations, as much notice as is possible please, but 48 hours minimum to avoid the fee.  

Just a little bit more about our services and why we do what we do... 

Every groom we carry out requires that the dog is treated with respect and is given time. Most are bathed and dried, brushed and combed before we can start working our magic. From bath to bone dry and ready to groom can take an hour, then we need to work our creative magic after that (hand stripping, scissoring, clipping etc) this can take anywhere between one to three hours. PLEASE BE PATIENT.  

DIARRHOEA: If your dog has had diarrhoea, please make sure it's been clear for 14 days before you bring it in.  

FLEA TREATMENTS: All of the spot-on flea treatments (Advocate, Frontline etc) contain toxins.  We do intensive handling of a lot of dogs in a short time and if every dog that comes in has been treated within the last 2 weeks, we're getting 6 to 8 HOURS of exposure every day, week on week, year on year which is building up in our systems.  Therefore, we would politely insist that you treat your dog no less than 2 weeks before it comes in.  

If you think about head lice in children, you treat headlice when your child has them and you do NOT continue to do preventative treatment every month – this is the same with fleas – only treat them when you have them. Please be aware that chemical flea treatments can harm your dogs. Try a natural flea repellent such as Vita Canis Tick Off (available from The Dog House) OR Billy No Mates.  

VACCINATIONS:  Have you thought about titre testing – check out the article Titre Testing on our website  

DOGS THAT BITE: If your dog is a biter, for whatever reason, YOU MUST LET US KNOW.  

Thank you for taking the time to read this information, any questions, please email  

Grooming Surcharges

What are Surcharges?  

Surcharges are fees charged in addition to the cost of a groom. They reflect the dog's condition or behaviours and the amount of extra work involved.  Therefore any surcharges added to the price of your dog grooming will vary depending on the severity of the issues and will be on a sliding scale. 


Clean and Dry and how to avoid surcharges  

We love customers who present their dog/s for grooming in the same condition that they present themselves to their hairdresser. We appreciate that this is difficult in the middle of winter. If we are NOT washing your dog (for hand stripping and some full grooms, we don’t wash dogs) then your dog MUST arrive dry and as clean as possible.  

If your dog has parasites (fleas or ticks) this poses a risk to us and other dogs so you will incur a surcharge. 

Removal of anything like paint or tar or oil (etc) from the coat that requires extra work, will incur a surcharge.   

Stay within your recommended grooming schedule to avoid Surcharges  

Each breed has a recommended frequency for visits to a professional groomer. Dogs outside that schedule will be charged appropriately because the clipping style has grown out; we are basically starting from scratch and this groom has become a Restyle, not a Maintenance Trim. For example, a Cocker Spaniel that costs £45 at 8 weeks will cost £50 at 9 weeks and £55 at 10 weeks. There are no savings to be made by pushing on appointments as these dogs always take longer to do and undoubtedly place more strain on our staff and equipment.  

Knot Free to avoid Surcharges  

Customers who brush their dog at home, right down to skin, then get a comb and check it will undoubtedly pay less.  

Being just a bit knotty will incur Surcharges  

If he's "just a bit knotty" he'll be "just a bit more expensive". De-matting is charged at £1.00 per minute for a maximum of 20 minutes. If there is more than 20 minutes work, we will offer a total shave down instead (This will always incur a surcharge in addition to the grooming fee).  

Good Temperament and/or Training will avoid Surcharges  

If the dog is easy to do, it will not incur extra charges.  

Muzzling will Incur Surcharges  

The owner of a dog that needs muzzling for any part of the groom whether the threat is perceived or real or a dog that actually bites will incur SURCHARGES if we have not been prewarned about its behaviour. Whilst we are willing to work with these dogs, we will not do so for the same price as a well-behaved version of the same breed.  

Exceptionally nervous or shy dogs or over-exuberant/untrained dogs are also welcome and again, we'll happily put the training in whilst the dog is with us and advise you how to do the same at home, though if the dog's behaviour increases the duration or difficulty of the groom, it will be reflected in the price.  


Correct Weight / Fit Dog to avoid Surcharges  

We have noticed, over the last 10 years of grooming all breeds, that dogs fed a holistic natural (raw) diet generally have better coats. They are less porous, self-clean more readily and dry more quickly. These dogs are also more likely to be at the correct weight for their height and build.  

We have our Dogtastic Diet Club that your dog can join. We hold monthly meetings, and your dog will be weighed to ensure he/she is the right weight and in good condition.  For more information visit our website  


Overweight, older or disabled dogs will incur Surcharges  

Obese dogs are not as straight forward to clip or groom as dogs of the correct weight and always take a lot longer to do.  

Enormous effort and care is put into customers' geriatric dogs who definitely need extra TLC during their groom.  

Blind and or Deaf dogs have their own special needs, which we are happy to cater for.  

Customer Grooming Agreement

We ask all customers to read through the following document. You will be asked to sign one of these on your arrival. This document will be renewed every 12 months.

Click here to view The Dog House Customer Grooming Agreement