10:49pm, Monday 28th September 2026
The Groom Garden Policies
At The Groom Garden we are focused on providing a safe and secure environment for your dog. To ensure the health and safety of your pet/s as well as our other canine guests we require all of our clients to read and understand the following policies.
All dogs attending The Groom Garden must have an up to date Client Contact Information on file. New Clients please know that if you plan on having someone other than yourself drop off/collect your dog from their groom that there is Alternative Contact Information given to your groomer to ensure that they will be notified and your dog is collected on time for you.
CANCELLATION & RESCHEDULING
Please understand that when you forget or cancel an appointment without giving enough notice we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive our services. As our therapists time is reserved specifically for your pooch we cannot provide any exceptions to this policy and the following fee’s and terms apply –
To reschedule or cancel an appointment please message the salon page @TheGroomGarden or text 07930002909.
If you are cancelling your appointment outside normal working hours please understand that responses will not be immediate and leave a message providing your name, dogs name, time and date of appointment. Your Groomer will follow up with you during salon hours.
LATE ARRIVALS
Please make it your priority to arrive on time for all appointments as appointment times are not flexible. While we do our utmost to accommodate clients that arrive late, clients arriving more than 15 minutes late may miss their treatment time. We do appreciate clients may be late through no fault of their own, however we also have a duty to our other clients who keep to their appointment times.
This policy enables us to run an efficient salon and provide the required time needed to service all of our clients. We confirm appointments at the time of booking and 24 hours prior to your appointment date. However, if we are unable to reach you please understand that it is your responsibility to remember your appointment date and time to avoid a late arrival, missed appointment, and the cancellation fee.
PRICING
Pricing is based on breed, hair length, coat condition, temperament, age, and grooming history. Please be advised a surcharge will apply if your dog is matted, requires extra bathing in addition to our standard 2 shampoo process, has fleas, or has not been groomed within the recommended grooming schedule for their breed. All prices shown are guide prices only, we will give you an exact cost at your pre-treatment consultation. Puppy prices are only applicable to dogs under 6 months of age. Please call for breed specific prices. For some breeds an additional clip off or a hand-strip service may be required.
Due to rising costs of salon stock, prices are due to be updated at a later date via the online booking system (at the latest November 1st) further information will be shared nearer the time.
FLEAS
Please note that dogs with flea’s cannot be accepted. If your dog has fleas please treat them prior to visiting the Spa. Should your dog be brought to us with infestation which is discovered after the groom has started a flea surcharge of £20 will apply. This covers the coat of flea elimination: pets with fleas are washed 2-3 times with specialist shampoo, towels must be bagged and laundered separately, and the salon must be thoroughly cleansed and disinfected.
PRE-VISIT
A full bladder or bowel can be very uncomfortable for a dog whilst it is being groomed. Please ensure that your pet has been toileted before bringing them to the Salon. If your dog toilets during their treatment which results in them needing an additional bath, a cost of £10 will apply to cover the additional time needed to complete the groom. Water and treats will be provided for your pet during their visit.
HEALTH
If your pet is not feeling well (e.g. vomiting, diarrhoea, kennel cough, ) please do not bring him/her to the salon for their own comfort and the safety of our other canine clients. Please advise your groomer of any existing health/ medical conditions (e.g. food allergies, skin conditions or sensitivities) as-well as change in your dog’s health or medical condition upon arrival so that we may treat them accordingly for any additional care that they may need. We are unable to accept dogs which are pregnant. If your dog is in season or you may suspect that they are soon to come into season please make your groomer aware of this before your dogs appointment.
TREATMENT TIMES
An approximate completion time will be given for your pooches treatment when you drop them off, we will ring or text you when your pooch is ready. Please be patient if we take a little longer than expected as we will not rush your pet through their treatment. Pet parents arriving early to collect their pooch puts pressure on both the stylist and dog during what would otherwise be a stress free relaxing grooming experience for your pet. We appreciate you waiting for our call or text.
EXTENDED TREATMENT TIMES
We pride ourselves on our experience when handling nervous, elderly, and disabled dogs. To ensure we can allocate the time to treat these dogs at a pace that addresses their specific needs a surcharge will apply to cover the extra time required, this is charged at £20 per hour and will be discussed with pet parents prior to the treatment. This surcharge also applies to any extra time needed during the grooming process as a result of a dog’s temperament or behaviour.
BEHAVIOUR
The Groom Garden will refuse the use of it’s facilities if there is evidence of behaviour that may be considered dangerous to other dogs or employees. If your dog does have an incident that The Groom Garden deems unacceptable we reserves the right to stop the grooming process. In this case 50% of the groom cost will be charged in respect of how much of the grooming treatment has been completed.
MATS
All prices quoted for our grooming services are a starting price. If your dog is excessively matted a surcharge of £20 per hour will apply. If we find the condition of a dogs coat to be severely matted and incapable of de-matting without causing undue stress and pain to the dog, the dog may be clipped down for reasons of health and well-being. All owners will be advised of this prior to us undertaking any de-matting or clip down service. Please note we do not offer a de-matting service on elderly dogs. This is to avoid unnecessary stress on the dog, instead we advise an elderly dog with a matted coat is clipped down or directed elsewhere for clipping under veterinary attention.
LATE PICK UP FEES
Pick up will be due at the time arranged either at the pre-treatment consultation or when the pet parent is contacted. Pet parents that are later than 30 minutes picking up their pooch will be charged a sitting fee of £5 per 15 minutes.
General Information:
SATISFACTION POLICY
If for any reason you are not completely satisfied with the treatment received, please advise within 2 business days so we can do our best to rectify it. Pet parents satisfaction is important to us. We take great pride in our service and want pooch’s parents to as well.
PAYMENT
We accept both cash and bank transfer.
Please ensure that if you prefer to use bank transfer as your way of payment that this is completed prior to collection.
Prices are subject to change without prior notice.
NO DRYING CAGES
We have a strict no drying cages policy. All pooch’s are finished by hand by an experienced stylist. We choose this for the safety and well-being of our canine clients.
The Groom Garden policies are presented and provided in the best quality and tradition of excellent servicing for our established and future clients.
