Salon Terms & Conditions

‍Please clean it up

We support a "keep it clean" policy. Please ensure that your dog has been to the toilet before arriving at the salon. This will also ensure they can enjoy their treatment in comfort. For any unexpected accidents on site or near the salon, please inform us, and we will provide a poop bag immediately.

Appointment time

Please stick to the appointment time specified upon booking, and confirmed in your pre-appointment email. Upper Hound operates on a one-to-one basis, which is a premium grooming service that ensures that your dog is given 100% of his or her groomer’s attention throughout the appointment period. This system can only work if clients bring their dogs and collect their dogs at the specified times.

Your appointment slot includes time allocated to a pre-groom consultation, so there is no need to arrive early to book in.

Client cancellation

We request a minimum of 48 hours notice if you need to cancel your appointment. If you fail to turn up to your appointment without providing adequate prior notice, we reserve the right to charge a 50% cancellation fee to cover our staffing costs, and request full payment in advance for your next appointment. We understand that emergency situations do arise and will of course take this into consideration, but please be respectful of our time as we are an appointment-only business and require sufficient notice to be able to fill cancelled appointment slots. Note: Clients arriving 15 minutes late risk losing their appointment without notice, and if this is the case, will also be subject to the same conditions.

Upper Hound cancellations

Due to staff sickness or emergencies, there may be situations when Upper Hound has to cancel your appointment. If this occurs, we will contact you with as much notice as possible and do our best to reschedule your appointment with minimal disruption.

Collection

Appointments are normally around 3 hours. We will call you 20 minutes before your dog is ready for collection. For any dogs that are not collected after their call, a dog sitting fee of £5 per half hour will apply. If you happen to arrive a few minutes early, your dog may still be on the grooming table being attended to, so please remain out-of-sight and hearing whilst you wait, as once your dog sees you and naturally starts to get excited, your groomer may have to consider the groom finished for safety reasons.

Consultation

We groom each dog to the owner’s specifications - as far as the dog will tolerate and the coat condition and type allows. We will always place a dog’s welfare, safety, and peace of mind above adherence to a particular style. In case of being unable for any reason to groom to the exact style wished by the owner, we will endeavour to contact the owner and agree upon a suitable alternative.

Alterations

If, after the groom is complete, there is anything about the groom that you would like altered, please advise your groomer accordingly before you leave the salon. We are never offended by timely requests to make minor changes, so please ask. We will provide a ‘happy customer’ release form.

Dog parents

We endeavour to groom dogs to the specifications discussed in the pre-groom consultation. If you are sending your dog in with a friend or family member, please send written instructions or give us a quick call to confirm your requirements. This eliminates any confusion that may occur when receiving your wishes via a third party. Note that in all cases, the person bringing your dog in must be aged 18 or over.

Prices

Due to the nature of pet grooming all quoted prices prior to actually grooming your dog are only estimates. Final price will depend on the temperament of each dog and the condition of its coat. Upon physical inspection by the groomer, a good faith estimated price will be provided. Extra charges may apply for pets that are matted and/or difficult to manage.

Matted coats

Mats in a dog’s coat can grow tight and ultimately result in damage to the animal’s skin. In compliance with the Animal Welfare Act, which states that ‘All animals are to be protected from pain, injury, suffering, and disease’, we will not cause discomfort or undue stress to your dog by attempting to de-mat an excessively matted coat. Instead, we will at all times advise clipping the dog to remove the matted and damaged coat. If this is the case, we will seek to obtain your explicit permission to clip before we begin the process. However, if we are unable to reach you, we will do what we deem safest for your dog’s health and well-being. If clipping is required, an additional charge will apply for the extra time, risk, and dulling of equipment used to remove the coat. After-effects of mat removal procedures can include itchiness, skin redness, haematomas, self-inflicted irritations or abrasions, and failure of the hair to regrow. If your dog needs to be clipped in the interests of its own well-being, you acknowledge that you agree to this procedure being carried out and the associated risks, and that any related veterinary care expenses are your full responsibility.

Parasites

If fleas or ticks are found on your dog during the grooming process, your pet will be treated with a Flea and Tick shampoo to kill the parasites and you will be charged an additional fee of £20. This will cover the treatment, specialist products (natural ingredients only), additional time, and cleansing of the salon to prevent cross-contamination. Ticks found will be removed. If ticks are found, we strongly suggest you have your dog tested for Lyme disease. Please note that parasites are a health hazard to your dog as well as to humans. You will be contacted and advised to treat your pets and your home environment to eradicate the problem.

Sedated dogs

We do not accept dogs that are under sedation for grooming under any circumstances.

Pregnancy

We do not accept pregnant bitches for grooming under any circumstances.

Bitches in season

We do not accept bitches in season for grooming under any circumstances, and will have to contact the owner for collection if we discover that they are in season during the groom. Please note payment may still be required dependent on treatment.

Challenging behaviour

Some dogs may require a longer appointment time or a split appointment, due to excessively nervous or challenging behaviour. We will advise the owner of any alteration in charges either before the groom or by phone.

Aggressive dogs

(Please check the dangerous dogs act) While we have a great deal of experience and success in the grooming of difficult dogs, we reserve the right to halt the grooming process should a dog become aggressive to the point of being a danger to staff or to himself or herself. Full or part of the grooming charge may apply. Owners MUST inform Upper Hound if your dog bites, has bitten, or is aggressive to people, other pets, or specific grooming procedures. Muzzles may be used if necessary. Muzzling will not harm your dog and will not be used for long periods of time, but they do protect both the dog and the groomer. Please understand this is only for the safety of your dog and our groomers.

Older dogs

Grooming procedures can sometimes be a little strenuous and may expose hidden medical problems or aggravate existing ones. This can occur during or after grooming. Because senior dogs and dogs with health problems have a greater chance of injury, these dogs will be groomed for cleanliness and comfort, in styles that will not add to their stress. We will do our utmost to keep the grooming experience as stress-free as possible. We will discuss with you any health problems we know about or that we discover on the day.

Vaccinations

We do not insist on any vaccinations, however, it is recommended that you keep your dog up-to-date with vaccinations to prevent the spread of contagious diseases.

Puppy introduction

We strongly recommend that you introduce your puppy to grooming as early as possible, preferably around 12 weeks, after they have had their initial vaccinations. This way we can introduce them slowly to the process, getting them used to the sights, sounds, and smells, thus ensuring they have a happy grooming experience right from the start. If you leave it later, they may already have developed some anxieties, which can make the grooming process more stressful for them. The earlier we can introduce them to the salon, the easier it will be for them in the future.

Dog food

We do not feed dogs at the salon, but if your dog is with us over its regular feeding time, please let us know, and you can provide the food, and we will feed them.

Treats

We do like to give the dogs a treat at the end of their groom. If your dog has any dietary requirements or allergies, please let us know.

Toys

We do not allow toys in the grooming area, as they can be a distraction.

Photographs

We often take photographs of our grooming work for use on our website or social media pages. If you do not want your dog’s photograph taken, please let us know.

Payment

Full payment is required at the end of the groom. We accept cash, all major credit cards, and bank transfer. Any charges left unpaid will be turned over to collections and reported to local law enforcement as theft of services.

Please note: The health, safety, and welfare of your dog is paramount to us. All dogs are groomed to the Animal Welfare Act and Health and Safety at Work Act. By leaving your dog with Upper Hound, you are accepting our terms and conditions.

If you have any concerns or need clarification on any of the points raised, please do not hesitate to ask. We want to ensure you and your dog have the best possible experience with us.

Thank you for choosing Upper Hound. We look forward to meeting you and your dog.