Chloe’s Dog Grooming & Emmi-Pet Teeth Cleaning– Terms & Conditions
These Terms & Conditions are designed to ensure the safety, wellbeing, and satisfaction of all clients and their pets, as well as to protect the business and staff of Chloe’s Dog Grooming. By booking an appointment, you agree to the following terms which will be updated as required.:
1. Health, Wellbeing, Age & Medical Conditions
You confirm that your pet is fit and suitable for grooming and that you have provided Chloe’s Dog Grooming with accurate and up-to-date information regarding their health, age, medical conditions, medication, temperament and behaviour.
Grooming elderly, frail or medically compromised dogs, or dogs with a known history of seizures, fits, heart conditions, respiratory conditions or other underlying health problems, is undertaken only with the owner’s full knowledge and acceptance that grooming may carry increased risks.
Owners must inform Chloe’s Dog Grooming of any known or suspected health condition, previous seizure or fitting episode, medication, recent veterinary treatment or any other factor that may affect their pet before the appointment.
Grooming can be physically and emotionally demanding for a dog and, in elderly or medically compromised pets, there is an increased risk of complications, including serious illness, collapse, seizure or death. By booking an appointment for a dog with known health risks, the owner acknowledges and accepts these inherent risks and agrees that Chloe’s Dog Grooming cannot be held responsible for illness, deterioration, injury or death arising from an underlying or pre-existing condition, or from the inherent risks associated with grooming, provided that the service has been carried out with reasonable care and skill.
Chloe’s Dog Grooming reserves the right to stop or refuse grooming if, in our professional judgement, continuing would place the pet at unacceptable risk. Where appropriate, veterinary advice may be recommended before grooming can take place.
Grooming may also reveal previously unknown health, skin, coat or physical conditions. Chloe’s Dog Grooming cannot be held responsible for conditions that were present before grooming but were previously undiagnosed or unknown.
Please notify us of any changes to your pet’s health, temperament, medication or skin condition before every appointment. We do not groom dogs that are in season, or when they are pregnant!
2. Right to Refuse
We reserve the right to refuse any dog or cat that poses a risk of injury to itself, our staff, or other animals. We don’t groom any banned breeds, or aggressive pets.
3. Skin/Coat Conditions & Products
If your dog has specific skin or coat conditions, these must be disclosed. If you prefer a particular shampoo or grooming product, please provide it at your own expense. Chloe’s Dog Grooming uses only high-quality, dog-safe products.
4. De-Matting Policy
In cases of severe matting, we may need to shave the coat short for the dog’s welfare. This may result in a drastically different appearance and can reveal existing skin issues. We will always try to obtain your consent before proceeding, but your dog’s health and safety will take priority.
5. Styling
We will do our best to meet your grooming style preferences. However, we cannot guarantee an exact look and accept no liability for differences between your expectations and the final outcome. Style refinement may take multiple sessions as the coat grows and adjusts.
6. Safety & Behaviour
Your pet’s safety and welfare are our priority. All dogs and cats are treated with care, patience and respect. We will always work at the pet’s pace where reasonably possible and will stop or abandon a grooming session if we believe continuing would cause undue stress, distress, illness or present a safety risk to the pet, the groomer or others.
If a grooming session has to be stopped or cannot be completed because your pet becomes unwell, is unable to tolerate the grooming process, becomes excessively anxious or distressed, displays aggressive behaviour, or for any other health, welfare or safety reason, the appointment remains fully chargeable and no refund will be provided. This is because the appointment time has been reserved exclusively for your pet and any decision to stop the groom will be made in the interests of their welfare and safety.
If your pet becomes unwell during their appointment, we may recommend that you seek veterinary advice where appropriate. Chloe’s Dog Grooming cannot be held responsible for illness or underlying health conditions that were present before the appointment or that become apparent during grooming.
Where appropriate, we may recommend a different grooming approach, a shorter appointment, gradual introduction sessions, veterinary advice or other professional support before attempting grooming again.
We strongly recommend appropriate pet insurance to help cover unexpected veterinary treatment or other unforeseen events.
7. Use of Muzzles
We may use a muzzle when necessary for the safety of your dog and our staff. Our muzzles are comfortable, allow normal breathing, and are used only as needed to complete grooming safely.
8. Hydration
Fresh water is always available for dogs in our care. Please ensure your dog has been toileted before the appointment.
9. You acknowledge that the ultrasonic teeth-cleaning treatment we offer is a cosmetic hygiene service only and not a substitute for veterinary dental care or diagnosis.
10. Results vary depending on your dog’s dental health, age, behaviour, and previous condition; no outcome is guaranteed.
11. Before treatment, you confirm that your dog is fit and healthy and that you have disclosed any known medical or dental issues.
12. Refer to a vet: If the groomer finds signs of significant decay, wobbly teeth, gum disease, ulcers, or other serious dental issues, they will stop the session and advise you to seek veterinary treatmentinstead of continuing with the cleaning service.
13. Health issues: The service is not suitable for all dogs. If your dog has excessive tartar build-up, severe staining, or appears to be in pain, a professional dental cleaning by a veterinarian may be necessary.
14. If during the session your dog becomes distressed, aggressive, or unmanageable, the session may be terminated for safety reasons. In such cases, 50% of the total service fee will be retained to cover time and handling costs, and the remaining 50% will be refunded.
15. Each dog/cat uses a dedicated toothbrush head; we cannot reuse heads between pets. Replacement heads may incur an additional charge.
16. Minor gum bleeding may occur when plaque is removed; this is a normal risk of the service.
17. We cannot accept liability for pre-existing dental conditions or damage caused by poor oral health prior to the session.
18. By booking this service, you confirm that you are the legal owner of the pet, understand the nature and limitations of this service, and consent to us proceeding.
19. Cancellations, Moving Appointments, and Service Suspension
Cancellations: A minimum of 48 hours’ notice is required for cancellations. Cancellations made with less than 48 hours’ notice, and termination of grooms (through no fault of Chloe’s Dog Grooming such as aggression) will be charged the full grooming fee.
Appointment Moves: You may request to move your appointment with at least 24 hours’ notice. Requests with less notice may still incur the full fee unless a valid doctor’s or veterinarian’s note is provided.
No-shows or repeated short-notice changes may result in refusal of future bookings. In certain situations, we may need to pause or stop grooming mid-session. This may include: Severe matting that causes pain or distress. Parasites such as fleas or lice. Aggressive or unsafe behaviour. Medical concerns that require veterinary attention. Our Refund & Reschedule Policy is that if a session is suspended: 24 Hours before grooming begins: A reschedule is offered. During grooming: A partial refund may be given based on how much work was completed. In cases involving parasites or behaviour concerns, no refund may be issued due to time and cleanup costs
20. Payment Terms
Payment must be made in full at the time of booking. This confirms your appointment. We accept card and bank transfer payments only. And payments via Stripe. Your booking is not confirmed until payment is received.
21. Photographs
We may take before-and-after photos of your dog for use on our website or social media. Please let us know if you do not consent to this.
22. Client Confidentiality
Your privacy is important to us. We will not share your personal details or contact information with any third party without your express consent.
23. Parasite Policy
If fleas or ticks are discovered during grooming, the grooming session may need to be stopped or suspended to protect other animals and maintain appropriate hygiene standards.
Where appropriate and with the owner’s consent, a specialist flea shampoo may be used. However, depending on the level of infestation, the groom may not be able to be completed.
If a grooming appointment has to be stopped, suspended or cannot be completed due to fleas or ticks, the appointment remains fully chargeable and no refund will be provided. This is because the appointment time has been reserved exclusively for your pet and additional time may be required for thorough cleaning and disinfection of the grooming equipment and trailer before another pet can be safely groomed.
A cleaning and disinfection surcharge may also apply where additional deep cleaning is required.
Owners are responsible for maintaining appropriate preventative flea and tick treatment for their pets. We strongly recommend regular preventative treatment and checking your pet routinely for signs of infestation.
24. Punctuality
Please arrive on time. If you are more than 15 minutes late, we may not be able to accommodate your appointment, and it may be treated as a no-show. Always inform us if someone else is collecting or dropping off your dog.
25. Collection
Dogs must be collected promptly once you are notified they are ready. A late collection fee of £1 per 10 minutes may be charged if you are late collecting your pet.
26. Offers & Promotions
Only one promotional offer may be redeemed at a time. Offers apply only to grooming and spa packages, and do not cover additional services or add-ons unless specifically stated.
27. Affiliate Referrals
If a client is referred by a professional dog walker, doggy daycare provider, or another customer, this must be declared at the time of booking. Clients must provide the affiliate’s details at time of booking; referrals cannot be backdated. Commission is only paid to registered affiliate partners with an active account.
28. Commission Payment Schedule
Affiliate commissions are paid one month in arrears. This ensures we account for changes, cancellations, or no-shows before calculating final commission amounts. Commission earned in one month will be paid at the end of the following month.
29. Third Party Collections
If someone other than the dog owner will be dropping off or collecting the dog (e.g., dog walker or daycare provider), their full contact details, vehicle registration, and business name (if applicable) must be provided in advance. Chloe’s Dog Grooming cannot be held responsible for releasing a dog to the wrong person. We will not allow any dog to leave our care without prior confirmation of the collector’s details from the client.
Please note we cannot be held responsible for sending your dog home with the wrong person. To ensure this does not happen, we will not let your dog leave our care unless you have provided the necessary information on your registration form if using an affiliate, and you advise us at time of booking.
30. Respectful Communication & Public Statements
We value respectful and constructive communication with all clients. Clients agree not to make, publish, post, share or communicate knowingly false, malicious, defamatory or misleading statements about Chloe’s Dog Grooming, its owner, staff, services or reputation, whether verbally, in writing, on social media, review platforms, messaging services or through any other public or private communication channel.
This clause does not prevent clients from expressing genuine opinions, raising legitimate concerns or leaving honest and fair reviews of their experience.
Where a concern arises, we ask that clients contact Chloe’s Dog Grooming directly in the first instance so that we have a reasonable opportunity to understand and resolve the matter.
Chloe’s Dog Grooming reserves the right to take appropriate action where knowingly false, malicious or defamatory statements are made or circulated.