Scruffs no more, Grooming for Dogs
07972724776 | sue@scruffsnomore.co.uk
Generated: 7 July 2026
Booking Fees
A £20 booking fee is required to secure all bookings and is deducted from the final groom price.
Booking Fees are non-refundable where cancellations are made with less than 72 hours’ notice.
Payment
Payment is due on collection of the pet and must be made in full before release.
Accepted payment methods include cash, card, and bank transfer.
Late Payment
Where payment is not received within fifteen minutes of the appointment ending, a discretionary administration fee will be
applied. Outstanding balances will result in refusal of future bookings.
Cancellation
A minimum of 72 hours’ notice is required to cancel an appointment.
Cancellations made with less than 72 hours’ notice will result in the full groom charge.
Cancellation Notice Period
Where a cancellation notice period is stated in these Terms and Conditions (for example, 24, 48 or 72 hours), this is
calculated using calendar time. The required notice must be received the stated number of hours before the scheduled
appointment time.
If sufficient notice is not provided, the cancellation, late cancellation or no-show charges set out in these Terms and
Conditions may apply.
Rescheduling
Requests to reschedule must be made with at least 72 hours’ notice.
Rescheduling requests made with less than 72 hours’ notice will be treated as a cancellation and charged accordingly.
Missed Appointments (No-Shows)
Failure to attend an appointment without notice will result in the full groom charge.
Repeated no-shows will result in refusal of future bookings.
Matting
Coat condition is assessed at the start of the groom.
Severely matted coats may require clipping short to maintain the welfare of the dog.
An additional matting fee of £10 will apply.
Severely matted dogs may be refused on welfare grounds, with a recommendation to seek veterinary advice.
Fleas
All pets must arrive free from fleas.
If fleas are identified during the groom, the groom may be stopped and an additional cleaning fee will be applied.
The cleaning fee is £20.
Health of Your Pet
Pets must be fit and well to be groomed.
We reserve the right to refuse or stop a groom where health concerns are identified.
Behaviour
If a pet displays aggressive or distressed behaviour that poses a risk, the groom may be stopped.
Charges may still apply for time and handling already carried out.
Future bookings may be refused on welfare and safety grounds.
Accident, Illness, Emergency Treatment & Liability
Grooming Risks & Minor Accidents
Grooming involves the careful use of sharp tools, restraints, dryers and handling techniques. While every reasonable care
is taken at all times, minor accidental incidents can occasionally occur, even with the most experienced groomer.
These can include, but are not limited to:
• small nicks or cuts
• clipper irritation or clipper burn
• nail quicking
• stress or anxiety reactions
• slips, trips or movement-related incidents
In the unlikely event of any incident, we will:
• inform you as soon as reasonably possible
• document what happened and the action taken
• administer appropriate first aid where required
• seek veterinary attention if we believe it is necessary for your pet’s wellbeing
Underlying & Pre-Existing Health Conditions
The grooming process can sometimes expose, aggravate or reveal pre-existing or underlying medical conditions,
particularly in:
• elderly or senior pets
• anxious or highly stressed pets
• medically vulnerable pets
• heavily matted pets
• pets with health conditions that have not been disclosed to us
It is the owner’s responsibility to inform us of any known medical conditions, medications, allergies, recent surgery,
mobility issues or behavioural concerns before the appointment. We cannot accept liability for any condition that was
unknown, undisclosed, pre-existing or not reasonably detectable prior to or during grooming.
Emergency Veterinary Treatment Authorisation
If we believe urgent veterinary treatment is necessary for your pet’s welfare, we may seek immediate veterinary attention
without prior approval, where any delay could place your pet at risk.
Where it is practical to do so, we will make reasonable attempts to contact you first. By booking an appointment, you
agree that you remain responsible for any veterinary fees incurred in seeking emergency treatment for your pet, unless
the need for treatment was directly caused by proven negligence on our part.
Serious Illness, Medical Emergencies & Loss of a Pet
While we take every reasonable care and attention with every pet in our care, grooming can occasionally trigger
stress-related or medical complications, particularly in vulnerable pets.
We cannot be held responsible for unforeseeable medical events, adverse reactions, underlying illnesses, or natural
causes that arise during or following a grooming appointment and which are beyond our reasonable control.
Should a serious incident occur, it will be handled professionally, compassionately and with the utmost care for both pet
and owner. All such incidents are documented and reviewed thoroughly. We hold appropriate professional insurance
cover for our grooming activities.
Higher-Risk Pets
Some pets carry a higher level of grooming risk due to their age, breed or medical history. This includes, but is not limited
to:
• senior or elderly pets
• brachycephalic (short-nosed) breeds such as French Bulldogs, Pugs and Bulldogs
• pets with heart, respiratory or circulatory conditions
• pets with epilepsy, seizures or neurological conditions
• pets recovering from illness, surgery or injury
• medically fragile or palliative pets
Where a pet is identified as higher-risk, we may adjust our approach, shorten the groom, decline certain services, or
recommend veterinary advice before grooming proceeds. Owners are responsible for disclosing any relevant condition
before the appointment.
Heavily Matted Coats & Associated Risks
Heavily matted coats carry a significantly increased risk of skin irritation, clipper burn, nicks, bruising, haematomas and
the exposure of pre-existing skin conditions once the coat is removed. The kindest and safest option is often a short
clip-off on welfare grounds.
By proceeding with grooming on a matted coat, you accept that minor injury, skin reaction or the discovery of underlying
skin issues may occur despite all reasonable care being taken, and that these are recognised risks of de-matting rather
than a reflection of poor workmanship.
Veterinary Evidence & Information Sharing
If an owner alleges that injury, illness, harm or negligence has resulted from grooming, the owner must provide full
supporting veterinary evidence to allow the matter to be properly assessed.
This includes consent for us, our insurers and any appointed legal or professional representatives to obtain and review
relevant veterinary records, clinical notes, reports, invoices, photographs and treatment history relating to the allegation.
Allegations that are not supported by appropriate veterinary evidence may not be accepted. We reserve the right to
request an independent veterinary assessment or second opinion where appropriate, and to share relevant information
with our insurers, legal advisors or any regulatory body in connection with a complaint or claim.
Limitation of Liability
Our liability is limited to direct losses caused by proven negligence on our part. To the fullest extent permitted by law, we
are not liable for:
• indirect, consequential or emotional loss
• conditions, illnesses or complications that were undisclosed, pre-existing or not reasonably detectable
• incidents arising from a pet’s behaviour
• events outside our reasonable control
Nothing in these terms is intended to exclude or limit any liability that cannot lawfully be excluded, including liability for
death or personal injury caused by negligence.
Late Collection
Pets must be collected at the agreed time.
Late collection will incur a charge of £10 per 15 minutes.
Late Drop-Off
Clients must arrive at the scheduled appointment time. If you are running late, please contact the salon as soon as
possible. We will do our best to accommodate late arrivals, but this cannot be guaranteed.
Appointments delayed by more than 15 minutes may be shortened. The full appointment fee or cancellation fee may
apply.
Early Drop-Off
Early drop-off is by prior arrangement only.
Unarranged early drop-offs may be refused.
Complaints & Feedback
Any complaints must be submitted in writing within 48 hours of the appointment, including supporting details or
photographs where relevant.
Complaints made via social media or third-party platforms will not be accepted.
All complaints will be reviewed professionally and fairly. Where appropriate, a re-groom, a partial refund, or a credit may
be offered at our discretion.
Data Protection Complaints
If you have any concerns regarding how we collect, store, use or process your personal information, please contact us
using the contact details provided by our business.
We will acknowledge and investigate complaints relating to personal data and aim to respond within a reasonable
timeframe.
Where necessary, we may request additional information to help investigate your concern.
If you remain dissatisfied with our response, you may have the right to raise your concerns with the Information
Commissioner’s Office (ICO).
Agreement
By booking an appointment, you confirm that you have read, understood, and agree to these Terms and Conditions.
Terms last updated: 7 July 2026