Terms & Conditions
1. Health & Welfare
By booking an appointment, owners confirm that their dog is fit and healthy enough to be groomed. Any medical conditions, injuries, allergies, medications, behavioural concerns or changes in health must be disclosed prior to each appointment.
Whilst every care is taken during grooming, the process may reveal pre-existing skin, coat or health conditions that were not previously visible. Mellow Mutts cannot be held responsible for conditions discovered during or after the grooming process.
2. Behaviour & Safety
The safety and wellbeing of your dog and our staff is our highest priority. We reserve the right to refuse or stop a groom if a dog displays behaviour that presents a risk to themselves, other dogs or members of staff.
If a groom cannot be safely completed, owners may still be charged for the time spent handling and assessing their dog.
3. Coat Condition
The condition of your dog’s coat directly impacts the grooming process. Owners are responsible for maintaining their dog’s coat between appointments through regular brushing and coat care.
Any matting, skin irritation, parasites or coat issues identified during the appointment will be discussed with the owner before proceeding where possible.
4. Matting Policy
Severe matting can cause significant discomfort and may contribute to skin irritation, infections and restricted movement.
Where matting cannot be safely brushed out without causing unnecessary discomfort, we may recommend clipping the coat short. In such cases, owner consent will be obtained before proceeding whenever possible.
Removing a heavily matted coat may reveal pre-existing skin conditions, redness, sores or irritation that were previously hidden beneath the coat. Mellow Mutts cannot be held responsible for conditions resulting from or revealed by the removal of matted fur.
5. Grooming Style
We will always do our best to achieve your preferred grooming style whilst prioritising your dog’s welfare, coat condition and comfort.
Certain coat types, coat conditions or behavioural factors may limit what is achievable during a grooming appointment. In these circumstances, recommendations will be made in the best interests of your dog.
6. Stress-Free Grooming
Mellow Mutts is committed to providing a kind, calm and welfare-focused grooming experience. We reserve the right to modify, shorten or stop a grooming appointment if we believe continuing would cause excessive stress, fear or discomfort to your dog.
Our priority will always be your dog’s emotional and physical wellbeing.
7. Humanity Before Vanity
At Mellow Mutts, your dog’s welfare will always come before achieving a particular grooming style or finish.
Whilst we will always aim to complete the groom to the highest possible standard, there may be occasions where a dog becomes overly stressed, anxious, fearful, tired or uncomfortable. In these situations, we may choose to modify, shorten, postpone or stop the groom altogether.
Our priority is to ensure that grooming remains a positive and safe experience for your dog. We believe that building trust and confidence is more important than forcing a dog to tolerate procedures they are not emotionally ready for.
If a groom needs to be stopped for welfare reasons, charges may apply for the work completed and time spent during the appointment.
We are always happy to discuss a plan moving forward, which may include shorter appointments, regular desensitisation sessions or a gradual introduction to grooming procedures to help your dog feel more comfortable and confident over time.
8. Collection & Appointments
Owners are expected to arrive on time for appointments and collect their dog promptly when notified that grooming has been completed.
Late collection may result in an additional charge.
9. Cancellations & Missed Appointments
We kindly request a minimum of 24 hours’ notice for cancellations or appointment changes.
Appointments cancelled with less than 24 hours’ notice, or missed appointments without notice, may incur a charge of up to 50% of the scheduled service cost.
Repeated late cancellations or missed appointments may require future bookings to be secured with a deposit.
10. Pricing & Payment
Prices listed are starting prices and may vary depending on breed, size, coat condition, behaviour, grooming requirements and time required.
Any significant adjustments to the quoted price will be discussed before the groom is completed.
Payment is due in full upon collection of your dog.
11. Photographs
We love celebrating our clients and may take photographs before, during or after grooming appointments for training, portfolio, website or social media purposes.
Owners who do not wish photographs to be used should inform us prior to the appointment.
12. Privacy
All client information is treated confidentially and stored securely. Personal information will only be used for purposes relating to your dog’s grooming appointments and will never be shared with third parties without your consent unless required by law.
13. Veterinary Attention
In the unlikely event of an accident, illness or medical emergency whilst your dog is in our care, Mellow Mutts reserves the right to seek veterinary treatment if we are unable to contact the owner immediately.
Any veterinary costs incurred as a result of a pre-existing condition or undisclosed health issue remain the responsibility of the owner.
By booking an appointment with Mellow Mutts Dog Grooming, you acknowledge that you have read, understood and agree to these Terms & Conditions.
Kind, calm, professional care, because trust is more important than perfection.