All clients will be required to complete an intake form detailing known medical conditions, allergies, behavioural challenges, style preferences and specialist products. Please inform us of any changes to allow us to continue to provide a service tailored to your pet’s needs.

All grooming will be undertaken on a one-to-one basis however, on occasions there may be more than one dog present particularly at cross over. Should your dog have issues socialising with other animals, please inform at time of booking.

Appointment times include time allocated for a pre-groom consultation on post groom feedback. Please allow for some flexibility in your appointment time, all appointment times are confirmed in your final reminder message.

Clients arriving more than 30 minutes late for their appointment will be considered a missed appointment and will have to re-book, this will incur a charge of 50% of the cost of the groom.

Appointments cancelled with less than 48 hours’ notice will incur a charge of 50% of the grooming costs payable upon appointment re-schedule.

We will advise of an approximate collection time at the pre-groom consultation and message 20 minutes before the end of the groom. A pet sitting fee of £5 per 30 minutes will be applied to dogs that are over 30 minutes late being collected unless pet sitting has been pre-arranged.

All appointments booked online will be reviewed, we reserve the right to extend or reduce booking times dependent on breed and style requirements

Starting prices are for pets;

- That are used to being groomed and follow a regular grooming schedule suitable for their breed

- Coats which are well maintained between professional grooms

You can reasonably expect to pay more than the starting price for pets that:

- Are matted, poorly maintained or outside of their advised grooming schedule

- Have Fleas, Ticks, Ringworm or any other skin condition that may be contagious to either myself or other clients as an extra sterile clean down will be required before the next client arrives.

- Are overweight or oversized for their breed standard

- Are timid, anxious or nervous and require frequent breaks or special handling

- Are difficult to manage or uncooperative during grooming

These cost more time, labour &/or product and these costs are passed on to you. If we are unable to complete a groom due to behavioural problems or aggression you will be charged the starting price for the groom.

Grooms will be undertaken to the owner's specifications as far as your animal will tolerate and the coat condition allows. If your pet is fearful of any procedures, a workaround or alternative will be employed however we reserve the right to terminate any aspect of the groom if the animal becomes distressed.

We follow a ‘humanity before vanity’ ethos; any humane de-matting will be undertaken solely at our discretion in compliance with the Animal Welfare Act 2006 (clause 5 - animals are to be protected from pain, injury, and suffering). De-matting during a routine groom is limited to a maximum of 15 minutes if your dog is in no pain and is only possible if the matting is minimal. All clients are required to complete a matted release form before a clip off. It is the owner’s duty of care and responsibly to maintain their dogs coat between professional grooms. We are happy to offer advice on how to look after your dog’s coat including which brushes and products are most suitable.

Occasionally during grooming an unknown pre-existing condition may be discovered. You will be notified of this so that you can seek veterinary advice if required.

Although extremely unlikely, due to the nature of grooming moving animal, accidents may occur. In the event of an accident or serious medical issue arising, first aid will be administered, and veterinary advice may be sought.

We do not accept female dogs that are in season, if you bring a dog to our salon in heat, you do so at your own risk, we do not accept any liability for any issues arising from grooming a dog in heat.

Challenging behaviour must be declared during the pre-groom questionnaire, we reserve the right to refuse or terminate a groom should the animal pose a risk to itself or the groomer. Any groom terminated due to aggressive behaviour will be charged at the grooms starting price. The Dangerous Dog Act 1991 holds owners liable for any injury caused. On occasions it may be necessary to use a muzzle, if required a correctly fitting and appropriate muzzle will be chosen.

We are unable to accept pregnant or lactating dogs. If you are considering mating your dog, please speak to us beforehand about the best times to get your dog groomed.

All feedback should be directed to Olivia Elton-Coull, preferably in person, by email, telephone, or via our website. We value feedback, both positive or negative, and will be happy to discuss with you any points you feel we should be aware of.

We ask all our clients to check the trim when they collect their dogs, so that if any adjustments are required, these can be made before the dog leaves the premises. Customers should note that if someone else collects the dog this increases the risk of unmatched expectations not being addressed at the appointment.

We regret we are unable to correct a trim on dogs returned to us after more than two days. The coat will no longer be in the correct, workable condition and it is hard for us to see where there is an error in the trim

Images of your dog may be used by Hair and Hound for marketing purposes including social media, website and printed materials. Please inform us if you do not wish your animal to be photographed.

Any personal data gathered by Hair and Hound will be recorded, used, and stored in line with our Privacy Policy, a copy of which can be found on our website. No personal information shall be shared with third parties and all records are destroyed after a year.