Last updated: 18 August 2026
1. Bookings & deposits
Every appointment requires a 20% deposit at the time of booking. This secures your slot and is deducted from your final bill. Without a paid deposit, your booking is not confirmed.
2. Cancellation & rescheduling
- More than 24 hours before: free to cancel or reschedule, deposit refunded automatically.
- Less than 24 hours before: the deposit is forfeited as a late-cancellation fee.
- No-show: deposit forfeited, and the full appointment value may be charged at our discretion.
We're reasonable people — if you have a genuine emergency, talk to us.
3. Late arrival
If you're more than 15 minutes late, we may need to shorten the service or rebook entirely so the rest of the day's appointments aren't disrupted. The full fee still applies for shortened services.
4. Your dog's welfare
Our duty is to your dog's wellbeing first, your styling preferences second. If at any point during the appointment we believe continuing would cause distress or harm, we'll stop, call you, and discuss next steps.
For severely matted coats, the only humane option is sometimes to clip short. We'll always discuss this with you before starting.
5. Vaccinations & health
We ask that all dogs visiting the salon are up to date with their core vaccinations (or have a vet's note exempting them). If your dog has been unwell, has had recent surgery, or has any contagious condition — please reschedule. We'd rather move the appointment than risk other dogs.
6. Aggressive dogs
We work with anxious, nervous and fearful dogs every day. However, we reserve the right to decline service to dogs with a known history of biting or sustained aggression toward groomers. If we encounter unexpected aggression during an appointment, we'll stop immediately for everyone's safety.
7. Liability
Grooming is generally low-risk but no service involving sharp tools and a live animal is zero-risk. We carry full professional indemnity and liability insurance. Where an incident is attributable to our negligence, our insurance covers reasonable veterinary costs. Pre-existing conditions, behavioural-triggered injuries, and matters of styling preference fall outside this.
8. Vouchers
- Valid for 12 months from the date of purchase.
- Non-refundable, but transferable.
- Cannot be exchanged for cash.
- Lost or stolen vouchers are not replaced if presented elsewhere.
9. Loyalty programme
Discounts and rewards are issued at our discretion and may be changed or withdrawn with reasonable notice. They have no cash value and cannot be combined with other offers.
10. Photographs
We occasionally take photos of our finished grooms for social media and this gallery. We never share photos that identify the owner. If you'd rather we didn't photograph your dog, just say so when you arrive — it's no problem.
11. Governing law
These terms are governed by the law of England and Wales.
12. Contact
Anything unclear? hello.topdogsalonspa@outlook.com or 01482 222 666.