All new customers are required to pay a deposit before their first grooming appointment. The deposit amount will be confirmed at the time of booking.

Deposits are fully refundable when an appointment is cancelled or rescheduled at least 48 hours before the appointment time. If you cancel within 48 hours, or fail to attend your appointment, the deposit is non-refundable.

For all customers, new and existing, cancellations or no-shows within 48 hours of an appointment will incur the full cost of the scheduled grooming service. Any outstanding cancellation or no-show fee must be paid before another appointment can be booked.

Please arrive on time for your dog’s appointment and collect them at the agreed time. If you are more than 15 minutes late for your appointment, it will be treated as a no-show and the applicable cancellation fee will be charged. This allows us to give every dog the time and attention they need without affecting other appointments.

A £15 late collection fee will be charged for every 30 minutes beyond the agreed collection time.

Please make sure your dog has had a good walk and been to the toilet before their grooming appointment. This helps them feel more comfortable and settled throughout their session, and avoids them becoming restless or uncomfortable if they need to go while they’re being groomed.

Dogs must be up to date with flea, worm treatments and all vaccinations. These include canine hepatitis, distemper virus, kennel cough, parvovirus.

Under the Control of Dogs Act 1992, all dogs must arrive for their groom wearing a collar with a name tag with relevant details.

Under the Microchipping of Dogs Act 2015 (Section 3), your dog will be required to be microchipped prior to grooming.

We take the greatest care when grooming elderly, frail or unwell dogs. However, grooming can be more challenging for dogs with age-related or underlying health conditions, including arthritis, back or hip problems, heart conditions and tracheal issues.

If your dog has any known health conditions, please let us know before their appointment so we can take these into consideration and adapt their grooming where appropriate.

While every care will be taken throughout the grooming process, grooming is undertaken at the owner’s risk where a dog has an existing health condition. The Handsome Hound cannot accept responsibility for complications arising from underlying or previously undiagnosed health conditions that may become apparent during or following grooming.

We do not accept grooming appointments for female dogs who are in season. Being in season can make a dog feel uncomfortable and may cause additional stress for them and other dogs in the salon.

Please let us know in advance if your female dog is in season or showing signs that she may be coming into season. If your dog comes into season unexpectedly, we kindly ask that you reschedule their appointment once their season has finished. A season can typically last between 2 and 4 weeks.

If we are not informed that your dog is in season, we may need to cancel the appointment on arrival, and our usual cancellation charges may apply.

Many breeds are prone to matting, particularly poodle crosses. Regular brushing and combing at home is essential to prevent mats from forming.

Severely matted coats can cause pain and discomfort, and attempting to brush them out may cause unnecessary distress. In accordance with the welfare requirements of the Animal Welfare Act 2006, where matting cannot be safely removed, the coat will be clipped off to protect your dog’s welfare.

Please be aware that removing severe matting may reveal irritated or damaged skin and can result in temporary redness, itchiness or sensitivity. While every care is taken, The Handsome Hound cannot accept responsibility for skin irritation or self-inflicted injuries resulting from the removal of existing matting.

Animal Welfare Act 2006 – legislation.gov.uk

IIf your dog has a history of biting, aggression or reactive behaviour towards people or other dogs, you must inform us before their appointment.

An additional charge may apply where extra time, care or staff are required to safely handle behavioural issues. We will always prioritise the safety and welfare of your dog, our staff and other dogs in the salon, and reserve the right to stop or refuse a groom if we consider it unsafe to continue.

If your dog bites or injures a member of staff, the owner may be responsible for any resulting medical or recovery costs and loss of income.

We work hard to keep Handsome Hound a clean, flea- and tick-free environment for every dog. If fleas or ticks are found during your dog’s grooming session, we’ll take the necessary steps to deal with them safely. Fleas will be treated with a flea shampoo, while any ticks will be carefully removed and the area treated with an antibacterial disinfectant. The salon and equipment will then be thoroughly cleaned and disinfected to prevent the spread to other dogs. A £20 treatment and cleaning fee will apply.

While we take every care during the grooming process, accidents can occasionally happen. Grooming equipment is sharp, and dogs who move or wriggle may be at greater risk of nicks, scratches or nail quicking.

We always prioritise your dog’s safety and may stop or refuse to continue a groom if we believe it is unsafe to do so. If your dog becomes injured or unwell during their appointment, we may seek veterinary advice or assistance where necessary.

Any veterinary fees or treatment costs will be the owner’s responsibility where the need for veterinary care arises from the dog’s existing health, behaviour, movement or an underlying condition, or from an incident that was not caused by our negligence. Where an injury is directly caused by our negligence, we will take responsibility for the reasonable veterinary costs arising from that injury.

Dog must receive medical clearance from their vet before we are able to accept dogs for grooming. It is the responsibility of the owner to provide accurate information about the dog’s recent surgical history when booking a grooming appointment. This policy is in place to prioritise the safety and well-being of dogs during grooming procedures and to prevent any potential complications associated with recent surgeries

We sometimes take photos of dogs to help with future grooming or for social media. Please let us know if you do not want any photos of your dogs to be made public.