Payment
A 50% deposit of the grooming cost is required at the time of booking.
Cancellations or amendments must be made at least 48 hours in advance 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 48 hours of the appointment (please notify HOTH immediately).
Exceptions to this also include December appointments, where deposit forfeiture is discretionary.
Cancellations and Missed Appointments
Missing an appointment (no-show) will require full payment of the missed groom.
Future appointments will be cancelled until a new deposit is paid after a no-show.
After two no-shows, Hounds on the Hill reserves the right to decline future bookings.
For multi-dog households, each dog is classed as one single missed appointment e.g. 2 dogs is 2 missed appointments.
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.
Upon arrival, a hands-on coat check will be conducted to set expectations, and we will finalize grooming requirements verbally.
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 and full payment for a new booking will be required.
Collection: Late pickups exceeding 15 minutes may incur a discretionary charge of £5 per 15-minute delay unless agreed upon in advance.
Crate-Free Environment
Dogs are generally allowed to roam safely in the salon on a 1:1 basis unless crating is preferred. Late pickups or unfamiliar dogs will be crated for their safety.
Family dogs with back-to-back appointments are welcome, with an open-door crate available for their comfort.
Large dogs cannot be crated so it is important that collection is timely to avoid delay to the grooming schedule.
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
Please 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.
Rates are based on an 8-week grooming schedule for optimal coat care. Longer intervals may incur compaction or matting charges (see relevant sections).
Puppy grooms are subject to an incremental charge of £5 per groom until the full groom service.
Size guide:
Extra Small: Under 25 cm
Small: 26-35 cm
Medium: 36-50 cm
Large: 51 cm+
Large Breeds
As a solo groomer, Hounds on the Hill may decline dogs that are too large or overweight for them to safely handle. If deemed unsafe upon arrival, your deposit will be refunded, and future appointments respectfully declined.
Inclusions
Full grooms include nail clipping, ear cleaning. No discounts will be offered if these services are not required or cannot be completed due to behaviour.
Treatments
Prices include an all-in-one coat treatment tailored to your dog’s needs but exclude additional charges for compaction or matting if necessary.
Coat Condition
Maintaining your dog’s coat is your responsibility as the owner. While Hounds on the Hill 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.
Owners accept that clipping short may cause irritation and may reveal underlying medical conditions (see Medical/Health).
Hounds on the Hill is not liable for long-term coat damage caused by the necessity of matt or compaction removal.
Matting Charges and Policy - will be detailed separately where relevant.
Hand stripping - will be detailed separately where relevant.
Excessively Dirty Dogs
Excessive mud or dirt may incur a £5 charge for additional product and water usage. This may also extend grooming time (see Additional Time Charges).
Additional Time
For appointments exceeding standard grooming times, a £10 per half-hour charge applies. Examples of typical duration:
Puppy Groom: 1 hour (long-haired large breeds may take longer).
Maintenance Groom: 1 hour.
Full Groom (Short Hair): 1 hour.
Full Groom (Long Hair): Up to 2 hours (may extend for large long-haired breeds).
Behaviour
Aggressive behaviour will not be tolerated. Hounds on the Hill reserves the right to refuse or terminate a groom to protect the well-being of both your dog and the groomer.
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, Hounds on the Hill 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.
Exclusions
Your groomer will not muzzle your dog for ear plucking. If these services cannot be tolerated, they will not be performed, and no discount will be provided. In the case of ear plucking, consult a vet if needed.
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, however, grooming inherently involves risks when working with sharp tools on a moving animal.
Minor incidents such as cuts, nicks, or nail quicking may occur.
Injuries related to heavily matted coats (e.g., hematomas, clipper rash) are the owner’s responsibility, and Hounds on the Hill is not liable for associated vet bills, due to the presented coat condition.
Consent will be required at the start of the groom, with risks outlined clearly.
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 your groomer is not liable for skin flare-ups or vet bills.
Owners may provide vet-prescribed shampoos, but this does not reduce grooming costs.
Vaccinations & Preventatives
Dogs must be up to date on flea, worming, and annual vaccinations. Kennel Cough vaccination is strongly recommended.
Puppies can be groomed one week after full vaccination.
Fleas
If 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 in my care that day.
Covering costs to treat my own dogs if necessary.
Flea Treatment Guidelines
Avoid applying topical flea treatments within 48 hours before the appointment, as this may reduce their effectiveness.
It is recommended to treat your dog 72 hours before or immediately after their grooming session.
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.
Medical Discoveries During Grooming
Grooming may reveal or exacerbate conditions such as lumps, skin tags, or hot spots. These will be reported, but owners 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 is not responsible for stress-related complications or deaths.
Dogs with open wounds, sores, or that have been microchipped or vaccinated within 48 hours 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 while your dog is in their care, Hounds on the Hill will make every effort to contact you promptly. If they are unable to reach you and your dog’s health or wellbeing is at risk, they reserve the right to seek immediate veterinary care at their partnered veterinary 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 Hounds on the Hill will take every precaution to prevent such situations, accidents or medical emergencies can occur, and the wellbeing 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, Hounds on the Hill reserve 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 Hounds on the Hill 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.
Disputes/Complaints
The priority of Hounds on the Hill is for every dog they groom 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.
Concerns raised after this point will indicate that you were satisfied with the groom upon collection.
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. A discretionary £15 charge may apply for a re-groom if needed.
Comments made after this time frame are typically related 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.
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, Hounds on the Hill reserves the right to reschedule appointments. Deposits will be held and applied to the rescheduled appointment. If rescheduling is not possible due to these circumstances, they will offer a refund of the deposit but will make every effort to notify you as soon as possible should such circumstances arise.
I, as the owner, agree to these Terms and Conditions when booking an appointment.
