Terms & Conditions

Dog Grooming Terms and Conditions

1. Consultation Before Grooming

We talk through your dog's needs before every session. This covers coat condition, temperament, your preferences, and anything we should know going in.

2. Pricing and Adjustments

We discuss the price during the consultation. If we find the coat needs more work than expected, or the groom takes longer than planned, we will let you know before we go ahead with any price change.

3. Appointment Requests and Scheduling

Online bookings are requests, not confirmed appointments. We will send you a confirmation once we have accepted your slot.

Sometimes we need to shift appointment times by up to 30 minutes. This happens when we need to separate certain dogs for safety, for example large breeds or reactive dogs. If we suggest a change and it does not work for you, say so and we will find another option.

4. Before the Appointment

Please take your dog to the toilet before you arrive. A walk beforehand helps too. Dogs that arrive calm and comfortable are easier to groom well.

5. Cancellations

We ask for at least 24 hours notice if you need to cancel or reschedule. This gives us time to offer the slot to someone else.

Cancellations with less than 24 hours notice, and no-shows, will be charged the full fee. Last minute gaps are very hard to fill and hit small businesses hard.

6. Late Arrivals

If you are running late, let us know. More than 15 minutes late and we may only be able to do a partial service. More than 30 minutes late and we may need to reschedule or charge an extra fee. Either way, the original full fee still applies.

7. Matted Coats

We will not put a dog through unnecessary pain to save their coat. If your dog is matted, here is what you need to know:

• Short clips can irritate the skin, as blades need to work close to it.
• Matting can hide cuts, sores, or other problems we only find when we start working.
• We are not responsible for skin reactions, redness, or irritation that follow clipping on a neglected coat.
• Matted ears are particularly tricky. Removing mats from this area can cause bleeding at the tips due to restricted blood flow.

We charge a matting fee when additional time, equipment wear, or extra hands are needed. In serious cases, we shave the affected area. We will always tell you first, or call you if we find the problem after you have left.

By booking with us, you accept that Grooming by Ilona is not liable for issues that arise from de-matting or from health problems found during grooming. All vet costs are your responsibility.

8. Health Issues Found During Grooming

Grooming sometimes reveals things that were not obvious before. Cuts, nicks, scratched nails, and uncovered skin conditions do occasionally happen. We are not responsible for pre-existing conditions we find, or for rare accidents connected to underlying health issues.

9. Dogs in Season

If your dog comes into season before an appointment, please cancel with more than 24 hours notice and we will rebook. If you arrive without telling us, and we have to cancel on the day, the full fee applies.

10. Fleas

Tell us before your appointment if your dog has fleas. We will rebook you once the problem is treated.

If your dog arrives with fleas, the appointment is cancelled and the full fee is still due. If we find fleas part way through, we finish the groom but use a flea-repellent shampoo and take steps to contain the problem. An extra charge covers the salon clean-up.

11. Aggressive or Difficult Dogs

We stop a groom immediately if continuing would put your dog or our staff at risk. The full fee applies regardless.

You must tell us about any history of biting or aggression before we start. We take you at your word, and you take responsibility for any injury or damage your dog causes. If your dog is difficult but manageable, we may bring in extra help, which costs more. We use muzzles when needed.

12. After the Groom

We will tell you about anything we noticed and what to watch for next time. When you collect your dog, check you are happy. If something is not right, tell us on the spot and we will sort it.

You have 48 hours after leaving to come back for free corrections. After that, coats grow and change, so a fee will apply.

Negative reviews do not give us a chance to fix things. If something went wrong, please tell us first.

13. Photos and Social Media

We take photos and videos of dogs during their visit and share them on social media. If you would rather we did not photograph your dog, just let us know. If you want to be tagged, share your handles during the consultation.

• Facebook: Grooming by Ilona
• Instagram: @ilona_rasina
• Website: www.groomingbyilona.com