Payment
A 50% deposit is required at the time of booking. Cancellations or amendments must be made no less than 48 hours in advance of your appointment to avoid forfeiting your deposit.
Exceptions include medical emergencies for the dog or owner on the appointment day or a bitch coming into season within the cancellation period (please notify me immediately).
Cancellations and Missed Appointments
Missing an appointment (no-show) will require full payment of the next groom's estimated cost upon booking, with additional charges (e.g., matting) payable on the appointment day.
Future appointments will be canceled until payment has been made after a no-show.
After two no-shows, Hounds on the Hill reserves the right to decline future bookings.
Reminders
You will receive a digital reminder three days before your appointment. Please ensure your contact details (email and phone number) are accurate.
Consultation
You may book a complimentary grooming consultation to discuss your dog's condition and pricing before your groom.
Upon arrival, a hands-on coat check will be conducted to set expectations, and we’ll finalize grooming requirements verbally, and I may write notes on your profile. At the time of this consultation, confirmation of grooming requirements are deemed final.
Please fill out the Check In Form before your appointment sent via email a few days before your appointment.
Punctuality
Arrival: Please arrive on time. Being more than 15 minutes late may result in adjustments to your grooming service or, if no time remains, the appointment will be classified as a no-show, and your deposit forfeited. Full payment will be required for a re-booked appointment as a result.
Collection: Late pickups exceeding 15 minutes may incur a charge of £5 per 15-minute delay unless agreed upon in advance.
There is a 15 minute break between appointments to avoid customer/dog overlap and to clean appropriately between dogs.
Crate-Free Environment
Dogs are generally allowed to roam safely in the salon on a 1:1 basis.
Late pickups or unfamiliar dogs will be crated for their safety.
Family dogs with back-to-back appointments are welcome, to free roam.
Large dogs cannot be crated so it is paramount you collect your dog on time. If you are late to collect your large dog it may impact the rest of my day, a late pick up charge may be incurred.
Hygiene
Fresh water and clean bedding are provided for each dog.
All equipment and surfaces are thoroughly disinfected between appointments to maintain the highest standards of cleanliness and reduce cross-contamination.
Please note, Hounds on the Hill is not liable for any vet bills related to sickness following a groom.
Soiling Charge
Ensure your dog has not been fed within 1 hour of the appointment and has had an opportunity to relieve themselves beforehand to minimize accidents.
A £5 cleaning charge applies for incidents such as vomiting, diarrhoea or anal gland release - covering washing services and sanitation.
Dogs who have experienced vomiting or diarrhoea within 48 hours of their appointment will not be accepted. Failure to cancel in line with the policy will result in deposit forfeiture.
Pricing
Prices are "starting from" rates and may vary based on your dog’s size, behaviour, and coat condition/styling requirements.
Rates are based on an 8-week grooming schedule for optimal coat care. Longer intervals may incur compaction or matting charges (see relevant sections).
Large Breeds
As a solo groomer, Hounds on the Hill may decline dogs that are too large or overweight for your groomer to safely handle.
If deemed unsafe upon arrival, your deposit will be refunded, and future appointments respectfully declined.
Inclusions
Full grooms include nail clipping and ear cleaning. No discounts will be offered if these services are not required or cannot be completed due to behaviour or medical conditions.
Exclusions
No grooming treatment will include ear plucking or anal gland expulsion due to health implications - it would be recommended to speak to your vet for these procedures.
Treatments
Prices include an 8-step coat treatment tailored to your dog’s skin and coat health but exclude additional charges such as matting or flea charges as well as others outlined.
Matting Charges - Separate detailed contract will be provided where relevant
Welfare First
Hounds on the Hill adheres to the Animal Welfare Act 2006, prioritizing your dog’s comfort and well-being.
In cases of extreme matting, your groomer may refuse the groom and refer you to a vet for further action. This decision is made in the best interest of your dog’s welfare and is not an act of neglect.
Hounds on the Hill is not responsible for vet bills associated with the de-matting or clipping process.
Coat Condition
Maintaining your dog’s coat is your responsibility as the owner.
While your groomer assists in keeping your dog’s coat in good condition, failure to maintain it between grooms may result in an undesired groom, though never a subpar one.
Excessively Dirty Dogs
Excessive mud or dirt may incur a £5 charge for additional product and water usage.
Behaviour
Aggressive behaviour will not be tolerated.
Your groomer reserves the right to refuse or terminate a groom to protect the well-being of both your dog and themselves.
If the groom is incomplete due to aggression, you will be charged for the work completed.
If the groom cannot begin, the deposit will be forfeited.
Muzzle Consent
Transparency about your dog’s history is essential. If your dog has been banned from or has bitten other groomers, your groomer reserves the right to refuse service. Withholding this information will result in deposit forfeiture under the cancellation policy.
Some parts of the groom may require short-term muzzle use. If a muzzle is needed for the entire groom and your dog’s behaviour prevents safe grooming, your groomer may refuse or terminate the session.
Refusal to consent to muzzle use will result in deposit forfeiture if grooming cannot proceed. Future appointments will be respectfully cancelled and refused.
For brachycephalic breeds (short-nosed dogs) where muzzling is unsafe, unperformed parts of the groom will not be discounted.
Accidents/Injury
While every precaution is taken to prevent injuries, grooming inherently involves risks when working with sharp tools on a moving animal.
Minor incidents such as cuts, nicks, or nail quicking may occur.
Hounds on the Hill is not liable for associated vet bills due to the presented coat condition, relating to heavily matted coats (e.g., hematomas, clipper rash)
Consent will be required at the start of the groom, with risks outlined clearly and a matting/clipping policy signed.
Health & Medical
Owners must disclose all medical conditions and medications that may impact the grooming process, including skin sensitivities.
Tailored products will be used for sensitive skin, but Hounds on the Hill is not liable for skin flare-ups or vet bills.
Owners may provide vet-prescribed shampoos, but, discretionally, this does not reduce grooming costs.
Dogs will still be bathed in a hypo-allergenic cleansing shampoo before using a prescribed shampoo as directed, as must prescription shampoos that are medicated by nature and not cleansing and do not remove dirt or oil-build up which is paramount to the finish of the groom (clipping and scissoring).
In order for most vet-prescribed shampoos to be effective as a skin treatment, it must be used between grooms as directed for optimum effect.
Hounds on the Hill are unable to groom dogs that suffer from epilepsy or other seizure disorders for welfare and emergency reasons.
Hot Weather Policy - Seasonally Applicable
Please avoid walking your dog within an hour of their appointment or to their appointment.
Any dogs displaying signs of Heat stress/Heatstroke will be refused and your deposit forfeited per the cancellation policy.
If walking to your appointment is unavoidable, it is strongly suggested to re-book your appointment for a cooler part of the day/different day.
When giving notice of cancellation on the day, up to 2 hours before your appointment time, due to weather, deposit transfer to a future booking will be allowed.
Please know and understand the signs of heat stress/heatstroke yourself to make an informed decision as to whether your dog may be struggling before their appointment.
Vaccinations & Preventatives
Dogs must be up to date on flea, worming, and annual vaccinations.
Kennel Cough vaccination is strongly recommended.
Un-vaccinated dogs are groomed at your own risk. Hounds on the Hill will not be liable for any sickness related to un-vaccinated dogs.
Puppies can be groomed one week after their full vaccination course.
Fleas
If live fleas are found on your dog, a £25 charge will be applied. This covers:
Removing fleas from your dog.
Disinfecting and treating the salon.
Flea shampooing any other dogs booked on that day.
Avoid applying topical flea treatments 48 hours before your grooming appointment, as this may reduce its effectiveness.
Hounds on the Hill is not responsible for your dog contracting fleas after their appointment and will not cover the cost of treatment or associated vet visits.
A discretionary smaller charge may be charged if dead fleas are found, but severe infestations of live fleas will incur the full charge.
Medical Discoveries During Grooming
Grooming may reveal or exacerbate conditions such as lumps, skin tags, or hot spots. These will be reported to you, but you as the owner are responsible for follow-up care.
Natural debris (e.g. grass seeds, foxtails) or parasites (e.g. ticks) may require removal, which may incur a £5 charge for additional time.
Tick removal is attempted if safe, but vet attention is recommended as ticks can carry diseases.
Limitations & Restrictions
Elderly or sick dogs are groomed at the owner’s risk; Hounds on the Hill has the right to refuse visually sick dogs or those deemed to old to be groomed for welfare reasons and is not responsible for stress-related complications or deaths.
Dogs with open wounds, sores, or that have been microchipped or vaccinated within 48 hours of the groom will not be groomed.
Bitches in season, pregnant, or lactating will not be groomed for safety and hygiene. Female dogs must be at least six weeks postpartum.
Anal gland expression is not performed for health reasons.
Emergency Situations:
In the event of a medical emergency requiring immediate veterinary attention, your groomer will make every effort to contact you promptly. If they are unable to reach you and your dog’s health or well-being is at risk, they reserve the right to seek immediate veterinary care at their partnered vet clinic.
By agreeing to these terms, you acknowledge and accept full financial responsibility for any veterinary fees, medications, or treatments required as a result of the emergency. This includes, but is not limited to, transportation costs and any associated care necessary to stabilize or treat your dog.
While your groomer will take every precaution to prevent such situations, accidents or medical emergencies can occur, and the well-being of your dog will always remain their priority.
Courtesy
Ignoring professional advice regarding your dog’s coat condition that results in an undesired groom (e.g. clipped/shaved) and refusing the appointment will result in forfeiture of your deposit.
Puppies are recommended to attend at least one puppy groom for desensitization to the salon environment and to monitor coat growth.
Personal Items: Hounds on the Hill is not responsible for any damage to personal items such as collars, leads, treat or poop bag holders, etc.
Stress or Aggression: If your dog becomes excessively stressed or unwell, your groomer reserves the right to terminate the groom and reschedule. The deposit will be forfeited for the time spent.
Aggressive or abusive behaviour toward your groomer will not be tolerated, and they reserve the right to refuse service to any client or dog without explanation.
Dangerous Dogs Act 1991: Hounds on the Hill cannot groom any dog listed under the Dangerous Dogs Act 1991, including XL bulldogs or their crossbreeds.
GDPR Compliance
Personal information collected is securely stored and used exclusively for communication regarding your pet’s grooming.
Your details will not be shared with third parties. See Privacy Policy for details.
Disputes/Complaints
The priority of Hounds on the Hill is for every dog groomed to look and feel their best.
Upon collection, you will have the opportunity to assess your dog’s groom. If adjustments are needed, they can be made before you leave.
Revisits: Comments or concerns about the groom must be raised within 48 hours for a potential revisit, scheduled within 7–10 days of the original appointment, subject to availability. Half the price of the groom may apply for a re-groom if needed.
Comments made after this time frame may typically relate to coat regrowth and will be addressed at the next scheduled appointment.
Social Media & Photography
By agreeing to these terms, you consent to:
Photos of your dog being taken for social media, training purposes, or as evidence in the event of a complaint. If you do not wish for images of your dog being used on social media, please make your groomer aware.
Slanderous or false comments made on social media will not be tolerated.
Force Majeure
In the event of unforeseen circumstances beyond my control, such as illness, power outages, extreme weather, or emergencies, I reserve the right to reschedule appointments. Deposits will be held and applied to the rescheduled appointment. If rescheduling is not possible due to these circumstances, Hounds on the Hill will offer a refund of the deposit.
Hounds on the Hill will make every effort to notify you as soon as possible should such circumstances arise.
By booking an appointment, I, as the owner, agree to all the above Terms and Conditions.
