We understand that plans can change. However, appointments are reserved specifically for you and your dog, and late cancellations or no-shows leave spaces that are often difficult to fill at short notice.

By booking an appointment with us, you agree to the following cancellation terms:

• We require a minimum of 24 hours’ notice to cancel or change an appointment.

• Cancellations made within 24 hours of the appointment may be charged 50% of the booked service.

• Failure to attend an appointment without contacting us may result in a charge of 100% of the booked service.

• Any outstanding cancellation or no-show fees must be paid before a future appointment can be confirmed.

• Repeated late cancellations or missed appointments may require full payment or a deposit in advance for future bookings.

• If you are running late, please contact us as soon as possible. Depending on how late you arrive, we may need to shorten or reschedule the appointment to avoid affecting other clients.

• Arriving late does not guarantee that the full booked service can still be completed.

• We understand that genuine emergencies happen and these circumstances will be considered at our discretion.

Giving us as much notice as possible allows us to offer your appointment to another dog who may be waiting for a grooming slot.

Keeping your dog on a regular grooming schedule is about much more than keeping them looking tidy. Consistent appointments help us maintain their coat, reduce tangles and matting, manage shedding and make the grooming experience more familiar and comfortable for your dog.

For this reason, we strongly encourage clients to book their dog’s next appointment before leaving the salon.

How often should my dog return?

The ideal timeframe depends on your dog’s coat, the style you want to maintain and how much coat care you are able to do at home.

Curly, wool, silky and mixed coats generally require the most regular maintenance. Dogs kept in a longer, fluffy style will usually benefit from returning approximately every 4–6 weeks. If you prefer a shorter, easier-to-maintain style, appointments may be extended to approximately 6–8 weeks, depending on the individual dog and their coat.

This can include breeds and crosses such as Poodles, Bichon Frisés, Cockapoos, Cavapoos, Maltipoos, Cocker Spaniels, Havanese and Shih Tzus.

Double-coated and wire-coated dogs will have different grooming requirements but still benefit from a consistent routine. Depending on the coat and service required, we generally recommend appointments around every 6–8 weeks to keep the coat in good condition and manage shedding or maintain a hand-stripped coat.

Examples can include German Shepherds, Samoyeds, Bernese Mountain Dogs, Japanese Spitz, Border Terriers, Norfolk Terriers and Wire-Haired Dachshunds.

These timeframes are guidelines rather than a guarantee. We can recommend the most suitable schedule after assessing your individual dog.

Longer gaps between appointments

For dogs requiring regular professional coat maintenance, we recommend not leaving more than 10–12 weeks between appointments.

When appointments are left significantly longer, there is naturally more coat to wash, dry, brush, deshed, clip and style. There is also a greater chance of knots, impacted coat and matting developing.

As a result:

• Appointments beyond the recommended grooming schedule may take longer and additional grooming charges may apply.

• We cannot guarantee your dog’s usual hairstyle if their coat has become tangled or matted between visits.

• A shorter haircut may be necessary where the coat cannot be comfortably or safely brushed out.

• Dogs who are regularly groomed are often more familiar with the process, which can help make appointments more comfortable and predictable for them.

• For coat types requiring ongoing professional maintenance, we may be unable to accommodate grooming schedules that regularly exceed 12 weeks between appointments.

Keeping your preferred appointments

Appointments are offered on a first-come, first-served basis, and we cannot guarantee your usual day, time or groomer if you wait to rebook.

Busy periods can fill well in advance, so we recommend keeping your next appointment booked rather than waiting until your dog is already due for their groom.

If an appointment is cancelled or moved, we cannot guarantee that another appointment will be available within your dog’s normal grooming timeframe.

Regular grooming, combined with appropriate brushing and combing at home, gives us the best opportunity to maintain the coat length and style you love while keeping your dog comfortable and happy throughout the grooming process.

Your dog’s comfort, welfare and safety will always come before coat length or appearance.

Matting occurs when loose and tangled hair becomes tightly knotted together. As matting becomes tighter, it can pull continuously on the skin and cause significant discomfort. Trying to brush or comb severe matting out can involve repeatedly pulling at already sensitive skin.

We do not believe it is fair to put a dog through a long, painful or stressful de-matting session simply to save their coat or achieve a particular hairstyle. A longer coat is never more important than your dog’s comfort.

Every dog and coat will be assessed individually, and we will always choose the grooming approach we believe is kindest, safest and most appropriate for the dog in front of us.

Our approach to matted coats

• Small knots and light tangles may be gently brushed or combed out where this can be done without causing unnecessary discomfort.

• We will not repeatedly pull, brush or work through severe matting if doing so is causing your dog pain, distress or excessive stress.

• Tight, extensive or skin-level matting will generally need to be carefully removed using clippers.

• This may result in your dog having a much shorter haircut than you originally requested.

• We cannot guarantee a particular style or coat length when significant matting is present.

• Where possible, we will discuss a major change of hairstyle with you before proceeding.

• However, your dog's welfare will always be our priority and we will not continue with a grooming method that we feel is causing unnecessary discomfort simply to preserve coat length.

• Matted coats require additional time, patience, equipment and care, so additional charges may apply depending on the severity of the matting.

• In particularly severe cases, we may decide that attempting to remove the coat safely in the salon is not appropriate and recommend veterinary assistance instead.

Humanity Before Vanity

We understand that having your dog clipped shorter than expected can be disappointing, especially when you prefer a longer or fluffy style. However, there are situations where clipping a matted coat is the most humane option available.

Dogs cannot understand why they are being asked to tolerate prolonged pulling and brushing. Forcing a dog through an uncomfortable de-matting process for the sake of appearance can also create negative associations with grooming and make future appointments more stressful.

For this reason, we will always choose humanity before vanity. We would rather give your dog a shorter, comfortable haircut and allow their coat to grow back healthily than cause unnecessary pain trying to save damaged or severely matted coat.

Skin underneath a matted coat

Severe matting can conceal the condition of the skin underneath. Once the coat is removed, previously hidden redness, irritation, sores, bruising, parasites, lumps or other skin concerns may become visible.

Skin that has been trapped beneath tight matting can also be particularly sensitive once the coat is removed. We will take appropriate care throughout the grooming process and let you know about anything we notice.

Any concerns requiring diagnosis or medical treatment should be discussed with your veterinarian.

Preventing future matting

Owners are responsible for maintaining their dog’s coat between professional grooming appointments. Regular brushing and combing right down to the skin, together with an appropriate grooming schedule, can greatly reduce the likelihood of matting.

Common problem areas include behind the ears, underneath collars and harnesses, the armpits, chest, legs and tail.

If you would like your dog to maintain a longer or fluffier style, more frequent professional grooming may be necessary. We are always happy to advise you on brushing, coat maintenance and a suitable grooming schedule.

By asking us to groom your dog, you understand that where matting is present, the requested coat length or style may need to change. Any decision to clip a matted coat will be made with your dog’s comfort, safety and welfare as our first priority.