Terms & Conditions

Ruffled Tails – Terms and Conditions

The Terms and Conditions outlined below must be read, signed, and agreed upon by the client on their first visit to Ruffled Tails. If you have any questions or concerns about these terms, please discuss them with us before your appointment begins.

These standard terms and conditions are as follows:

1. Health and Welfare

Your dog’s health and welfare are our top priority at Ruffled Tails. If your dog shows signs of fear, stress, or discomfort, we may adjust our grooming approach, which could require additional time and incur an extra charge. We will never force any procedure on your dog — if your dog refuses part of the groom, that section will not be completed. No price reductions will be given for incomplete grooms due to behavioural issues.

We are happy to offer advice to help your dog become more comfortable with grooming over time.

Please inform us of any changes in your dog’s health before each appointment. Do not bring dogs who are unwell, recently neutered, or bitches in season.

Grooming elderly dogs is done entirely at the owner’s risk. Grooming may reveal underlying skin or health issues for which Ruffled Tails cannot be held responsible. In the unlikely event of an accident or medical emergency, you authorise us to seek veterinary attention.

Additional time will be charged at £20 per hour (calculated at £5 per 15 minutes).

2. Aggressive or Poorly Socialised Dogs

We must be informed before your appointment of any history of aggression, biting, or behavioural issues. Muzzles will be used only if necessary and as a last resort.

We reserve the right to refuse to groom any dog if it poses a risk to itself or us. If undisclosed aggressive behaviour occurs during the groom, the session will be stopped immediately and the full fee will be charged.

You acknowledge that under the Dangerous Dogs Act, owners are legally responsible for any bites or injuries caused by their dog.

If a dog’s behaviour makes grooming unsafe, we may stop and rearrange the appointment — additional costs may apply.

3. Cancellation Policy

Cancellations must be made at least 24 hours before your appointment.

A 50% missed groom fee will apply if:

  • An appointment is cancelled with less than 24 hours’ notice.

  • Grooming cannot take place for any reason listed in these terms.

  • You fail to attend your appointment.

Future bookings after a missed appointment may require a 50% deposit, which is non-refundable if the cancellation is made with less than 24 hours’ notice.

Repeated cancellations (three or more consecutive) will incur a 50% charge of the grooming fee.

4. Payment and Pricing

Quoted prices apply only if:

  • The coat is well maintained and free of matts.

  • The dog is well-behaved and shows no aggression.

  • The dog is groomed at recommended intervals.

  • The dog is within average size and weight for its breed.

Extra charges of £5 per 15 minutes will apply for:

  • Dealing with matting.

  • Nervous/timid dogs requiring extra handling time.

  • Oversized or overweight dogs.

Payment is due before or at collection. We accept cash or card. BACS transfers must be made within 24 hours if agreed in advance. Late payments (over 7 days) will incur a £10 fee and may result in legal action under the Fraud Act 2006.

5. Timekeeping & Late Pick-Up

Appointments are booked for specific time slots to avoid overlap. If you arrive early, we may not be able to start your appointment immediately. If you are more than 15 minutes late, the appointment will be cancelled and the full fee charged.

Dogs must be collected promptly at the agreed time. Late collections will incur a £5 fee per 15 minutes unless previously agreed. Ruffled Tails is not a boarding facility and does not have a kennel licence.

6. Knots, Matts, and Neglected Coats

If your dog’s coat is heavily matted, it may need to be clipped short. De-matting is painful and against the Animal Welfare Act 2006 if it causes unnecessary suffering. We will always seek your permission before clipping.

Clipping may expose skin irritation or injury — Ruffled Tails will not be liable for veterinary costs resulting from matting removal. The desired style may not be possible in these cases.

Additional time for matting will be charged at £20 per hour (£5 per 15 minutes).

7. Bitches in Season & Pregnant Dogs

We do not groom bitches in season or pregnant dogs. If you suspect your dog is in season or pregnant, please inform us at least 24 hours before your appointment. Cancellation policies will apply if the appointment cannot proceed.

8. Fleas

Dogs with fleas cannot be accepted. If fleas are found during grooming, a £20 surcharge will be added to cover cleaning and treatment, and your dog will be sent home.

Your dog may return 4 days after treatment has been completed.

9. Photography

We may take “before and after” photos and share them on social media for promotional purposes. By signing these terms, you give consent for your dog’s photos to be used unless you request otherwise. Photos are also kept on file for reference in case of complaints.

10. Termination of Services

We reserve the right to stop providing services at any time if it is no longer in the best interests of the business, staff, other clients, or the dogs in our care. This may be done with or without prior notice.