Terms and Conditions
Last updated: 28/09/2026
Welcome to The Groom Pad
We love what we do, and your dog’s health, safety and happiness will always be our priority.
These Terms & Conditions are here to make sure that we are all clear about how appointments work and how we can work together to give your dog the best possible grooming experience.
By booking an appointment with The Groom Pad, you confirm that you have read and agree to these Terms & Conditions.
1. Your Dog’s Care
When your dog is with us, we will always treat them with kindness, patience and care.
Grooming does involve some unavoidable risks. Dogs can wriggle, move suddenly or become anxious during grooming, particularly when being handled around sensitive areas or when clippers, scissors, dryers or other equipment are being used.
We will take reasonable care and use appropriate, safe handling techniques throughout the groom. However, occasionally a dog may move unexpectedly and a minor nick, clipper irritation or other injury can occur.
If we have any concerns about your dog during their appointment, their welfare will always come first.
2. Regular Grooming & Your Dog’s Welfare
Regular grooming is an important part of looking after your dog’s health, comfort and general welfare.
Your groomer will recommend a grooming routine based on your dog’s coat type, condition, lifestyle and individual needs.
Keeping your dog’s appointments regular can help prevent painful matting, skin problems and discomfort, while also making grooming easier and less stressful for your dog.
We understand that sometimes life gets in the way. If you need to change an appointment, please speak to us as soon as possible and we will always try to help.
3. Matted or Neglected Coats
Matted coats can be uncomfortable and can cause problems with your dog’s skin. Severe matting can also hide soreness, irritation or other skin conditions.
We will always do what we believe is best for your dog’s welfare. Where possible, we will work with the coat, but if the matting is too severe, the kindest and safest option may be to clip the coat short.
If your dog’s coat is severely matted:
Additional grooming time and a matting charge may apply.
Your dog’s haircut may need to be considerably shorter than originally requested.
More than one appointment may be needed if completing the groom in one session would cause unnecessary stress or discomfort.
We will discuss significant changes to the requested style with you wherever reasonably possible.
When removing severe matting, there is an increased risk of skin irritation or small nicks because the matted coat can sit very tightly against the skin. We will take every reasonable precaution to minimise these risks.
We are always happy to show you how to maintain your dog’s coat and recommend a grooming routine to help prevent matting from happening again.
4. Your Dog’s Health
Please tell us about anything that could affect your dog’s grooming experience.
This includes:
Medical conditions or injuries.
Skin conditions or allergies.
Medication.
Previous reactions to grooming products.
Anxiety or fear.
Previous bad grooming experiences.
Sensitivity to dryers, clippers or handling.
Pregnancy.
Age-related or mobility problems.
Any other condition that may affect your dog’s ability to be safely groomed.
The more we know, the better we can care for your dog.
Please also make sure that we have an up-to-date telephone number and an emergency contact number for you.
Pregnant Dogs
Please let us know if your dog is pregnant or may be pregnant before booking or attending an appointment.
Grooming can involve standing for periods of time, handling, bathing, drying and other activities that may not be appropriate for every pregnant dog.
We will always consider your dog’s individual circumstances and may recommend postponing or adapting a groom if we feel this is the safest option for her.
The welfare of your dog and her puppies will always come first.
5. Behaviour & Handling
We understand that some dogs can find grooming frightening or stressful. Our aim is always to make the experience as calm and positive as possible.
Please tell us before the appointment if your dog has ever bitten, snapped, shown aggression, become extremely anxious or struggled with handling.
We use kind and positive handling methods and will not deliberately use harsh or punitive techniques.
For safety, a grooming loop or muzzle may sometimes be used where appropriate and where we believe it is safe and necessary.
If your dog becomes extremely distressed or cannot be groomed safely, we may need to stop the groom.
If we have to stop a groom for safety or welfare reasons, the full groom cost will still apply.
We will explain what happened and, where possible, discuss a suitable plan for future visits, which may include gradual desensitisation, behaviour support or veterinary-assisted grooming.
6. Fleas, Ticks & Other Parasites
Please ensure your dog receives appropriate flea and worm treatment as recommended by your vet.
If fleas or another parasite are found during your dog’s appointment, we may need to stop the groom or take appropriate steps to protect your dog and the other dogs visiting the salon.
A flea infestation charge of £10, together with the applicable grooming charge, may be applied where treatment and additional salon cleaning are required.
If you know your dog has fleas or another contagious parasite before their appointment, please contact us before bringing them into the salon so that we can rearrange the appointment where necessary.
7. Pricing & Additional Charges
Our prices are based on the individual dog and can depend on their size, coat condition, behaviour, style and the time required to complete the groom.
Any price given at the time of booking is therefore an estimate. If your dog requires substantially more work than expected, we will try to discuss this with you before carrying out additional work wherever reasonably possible.
Additional charges may include:
Matting: from £10 depending on the amount of additional work required.
Challenging behaviour: from £10 where additional time or handling is required.
Flea infestation: £10 plus the applicable grooming charge.
Late collection: as set out in Section 10.
8. Changes to Your Dog’s Groom
We will always do our best to achieve the style you have requested. However, sometimes your dog’s coat condition, matting, behaviour, skin condition or general wellbeing may mean that the requested style is not suitable or cannot safely be achieved.
If this happens, we may recommend an alternative style or length that is more appropriate for your dog.
For example, a heavily matted coat may need to be clipped shorter than you originally requested rather than putting your dog through a long and potentially uncomfortable de-matting process.
Where reasonably possible, we will discuss any significant changes with you before proceeding.
However, if an immediate change is necessary to protect your dog’s welfare or safety, we may make that decision without being able to contact you first.
Our priority will always be to make the kindest and safest decision for your dog rather than putting them through unnecessary stress or discomfort simply to achieve a particular style.
9. Cancellations & Missed Appointments
We understand that plans can change and sometimes appointments need to be rearranged.
We ask for at least 24 hours’ notice if you need to cancel or change your appointment.
Cancellations with less than 24 hours’ notice: 50% of the booked grooming service will be charged.
Missed appointments / no-shows: If you do not attend your appointment and haven’t contacted us beforehand, 100% of the booked grooming service will be charged.
Repeated missed appointments or late cancellations may affect our ability to offer future bookings.
If something unexpected happens, please speak to us. We would much rather have a conversation than leave you feeling worried about contacting us.
10. Collection & Late Collection
We will let you know when your dog is ready to go home and ask that they are collected at the agreed time.
Our salon has limited space and our team needs to concentrate on the dogs being groomed, so prompt collection helps us keep the salon calm, safe and comfortable for everyone.
If you are going to be delayed, please let us know as soon as possible.
We understand that occasional delays happen, so late collection charges will only apply once your dog has remained at the salon for more than one hour after the agreed collection time.
After the one-hour grace period:
A £10 late collection charge will apply.
A further £5 will be charged for each additional 15 minutes.
If you know you are going to be significantly delayed, please contact us so that we can make appropriate arrangements.
11. Veterinary Care & Emergencies
If your dog becomes unwell or injured while in our care, we will contact you as soon as possible.
If we believe your dog needs urgent veterinary attention and we cannot reach you, you authorise us to seek appropriate veterinary assistance on your behalf.
Any veterinary or transportation costs will remain the responsibility of the owner, unless the law requires otherwise.
If your dog has a medical issue following a grooming appointment, please contact us promptly and seek veterinary advice where appropriate.
The Groom Pad does not offer anal gland expression. As this can be an invasive procedure, we recommend that this is carried out by your veterinary practice.
12. Personal Belongings
Please understand that collars, leads and other personal belongings are brought into the salon at your own risk.
For your dog’s safety, we may need to remove their collar while they are being groomed.
13. Photos & Social Media
We love taking photographs of our freshly groomed clients!
Unless you ask us not to, we may take photographs or short videos of your dog during or after their appointment and use them on The Groom Pad’s social media, website or other marketing.
We will use images to promote our business and celebrate our lovely clients.
If you would prefer us not to photograph your dog, simply let us know.
14. Creative Grooming
We use products intended for use on pets and make every effort to choose safe and suitable products.
If you request creative grooming, such as temporary colour, please be aware that any product can occasionally cause a reaction.
Some colours may also transfer when wet, so we recommend keeping your dog away from light-coloured furniture, carpets and fabrics until the colour is completely dry.
Please tell us if your dog has previously reacted to any grooming product.
If you notice an unusual reaction following a product application, please contact us and seek veterinary advice where appropriate.
15. If We Cannot Complete the Groom
Sometimes a groom cannot safely be completed. This may happen because:
Your dog becomes extremely stressed.
Your dog cannot tolerate the grooming process.
Their coat is severely matted.
A medical or skin problem is discovered.
Continuing would not be in your dog’s best interests.
The groomer believes continuing would create an unacceptable safety risk.
Your dog’s welfare will always come first.
If we have to stop a groom, the full groom cost will still apply.
We will explain why the groom could not be completed and, wherever possible, discuss the best option for your dog’s next visit.
16. Self-Employed Groomers & Payments
The Groom Pad provides the salon environment, customer booking system and appointment bookings for our grooming team.
Some of the professional groomers working from The Groom Pad are self-employed groomers who operate independently from the salon.
Your dog may therefore be groomed by a self-employed member of our grooming team.
Where payment is taken directly by the groomer using their own card payment terminal, the payment may appear on your bank or card statement under the groomer’s name or their own business name rather than The Groom Pad.
This is simply because the payment has been processed through the groomer’s own payment facility.
Your appointment remains subject to these Terms & Conditions, regardless of which member of the grooming team carries out the groom or which payment terminal is used.
If you are unsure about who is providing your grooming service or how your payment is being processed, please ask us and we will be happy to explain.
17. Privacy & GDPR
We respect your privacy and take the protection of your personal information seriously.
When you book with The Groom Pad, we may collect information such as your name, contact details and information about your dog that is needed to provide our services.
We use your information to:
Manage your appointments and bookings.
Contact you about your dog’s appointment.
Keep appropriate records relating to your dog’s care.
Process payments where applicable.
Contact you about changes or important information relating to our services.
Meet our legal and business obligations.
We will not sell your personal information or use it for purposes that are unrelated to our business without an appropriate lawful basis.
Your information will be handled in accordance with UK data protection law, including the UK GDPR and Data Protection Act 2018.
Our full Privacy Policy explains in more detail what information we collect, why we collect it, how we store it and your rights regarding your personal information.
If you have any questions about how we use your information, please speak to us.
18. Complaints & Concerns
We genuinely want you and your dog to be happy with your experience at The Groom Pad.
If you are unhappy with any part of your dog’s groom, please speak to us as soon as possible. We will always listen and do our best to understand what has happened and, where appropriate, put things right.
If your dog develops a skin reaction, injury or other medical concern following their appointment, please contact us promptly and seek veterinary advice where necessary.
We would much rather you talk to us than leave unhappy.
19. Our Commitment to You
We promise to treat every dog as an individual and to do our very best to make every visit safe, calm and positive.
We will always put your dog’s welfare first and will communicate with you if we have concerns about their coat, behaviour, health or ability to tolerate grooming.
These Terms & Conditions are intended to make sure that we are all clear about our responsibilities and to help us provide the best possible care for your dog.
Nothing in these Terms & Conditions is intended to remove or limit any legal rights or protections you have as a consumer.
Thank you for trusting The Groom Pad with your much-loved dog. ❤️
Agreement
By booking an appointment with The Groom Pad, you confirm that you have read, understood and agree to these Terms & Conditions.
The Groom Pad reserves the right to update these Terms & Conditions from time to time. The version in force at the time of your booking will apply to that appointment.