Dog Grooming Terms and Conditions - Haywards Dog Spa & Boutique LTD

Effective from 24th September 2026 | Last reviewed September 2026

These terms explain how we provide grooming services, what we need from you as the dog’s owner or authorised carer, and what happens if an appointment is changed or cannot be completed. Please read them before booking. By confirming a booking or leaving a dog in our care, you confirm that you have authority to do so and agree to these terms.

We trade as Haywards Dog Spa & Boutique at 50 Broad Street, Teddington, TW11 8QY. Telephone: 020 3673 9036Email: haywardsdogspa@outlook.com

Website: HaywardsDogSpa.comYou can contact us by telephone or email. We normally aim to respond within two working days. Please keep your contact details and preferred contact method up to date, but understand that we may use another method in an urgent welfare or safety situation.Booking requests can be submitted through our online booking service at HaywardsDogSpa.com. An online request is not confirmed until you receive confirmation from us. If you cannot see a suitable appointment time online, please call the salon on 020 3673 9036. Additional appointments may sometimes be available, or we may be able to adjust the diary to accommodate you.

You must be at least 18 years old and authorised to make decisions about the dog. When booking, please give us accurate information about the dog’s breed or type, age, weight, coat condition, health, medication, allergies, behaviour and grooming history.Tell us before every appointment if anything has changed, including any illness, injury, surgery, pregnancy, season, parasite problem, skin or ear condition, seizure, heart or breathing problem, mobility difficulty, pain, anxiety, bite history or reaction to handling, dryers, clippers, other dogs or people. Information about previous aggression or attempted biting must never be withheld.We may decline, postpone or adapt a groom where we reasonably believe this is necessary for animal welfare, infection control or safety. We may also ask for veterinary confirmation that grooming is appropriate.

Please give your dog an opportunity to toilet before arrival.Avoid feeding a large meal during the 30 minutes before the appointment.Bring any medication or welfare information that we have agreed is needed.Dogs must arrive safely restrained on a secure lead or in a suitable carrier.Please do not attend if your dog may have an infectious illness. Contact us as soon as possible so that we can discuss rearranging the appointment.Fresh drinking water will be available while your dog is in our care.

A deposit of 50% of the estimated grooming price is required to secure an appointment unless we agree otherwise. The deposit is credited against the final bill when the appointment takes place.If you cancel or rearrange with at least 48 hours’ notice, you may choose to transfer the deposit once to a replacement appointment or request a refund. Approved refunds will normally be returned to the original payment method within 14 days.If you give less than 48 hours’ notice, do not attend, or repeatedly rearrange, we may retain or charge an amount that reasonably reflects the loss caused by the cancellation, including the appointment time we could not refill and reasonable administrative costs. This will not exceed the price of the booked service. If we refill the appointment, we will take that into account and will not recover the same loss twice.To cancel or rearrange, call 020 3673 9036 or email haywardsdogspa@outlook.com. A cancellation is effective when we receive it. Please retain confirmation.If we cancel, we will offer a replacement appointment or refund any amount paid for services not supplied. We are not responsible for indirect losses or expenses that we could not reasonably have foreseen, except where the law says otherwise.

Please arrive on time for your appointment. If you are more than 15 minutes late, we will most likely need to cancel your appointment. In some cases, we may shorten the groom, complete only the work that can be carried out safely within the remaining time, or treat the appointment as missed and rearrange it. Any applicable cancellation charges will be applied in accordance with the relevant section of our Terms & Conditions. We will give you an estimated collection time and contact you when the dog is ready. Because we are a grooming salon rather than a day-care facility, dogs must be collected promptly. Unless we agree otherwise, we may charge £5 for each complete or partial 15-minute period after the agreed collection time. The charge must be reasonable and reflects the additional supervision and disruption caused.If we cannot reach you or an emergency contact and the dog remains uncollected, we will continue to take reasonable welfare steps. You will be responsible for reasonable additional care, transport, boarding or veterinary costs. We will never treat a dog as abandoned without following the appropriate legal process.

Prices are based on the information available when the appointment is made and may depend on breed or type, size, coat type and condition, requested style, behaviour, health needs and the time and staffing required. Unless expressly stated as fixed, a price given before we assess the dog is an estimate.We will explain any material additional work or charge and seek your agreement before proceeding where reasonably possible. Extra charges may apply for severe matting, impacted coat, excessive shedding, parasites, specialist handling, additional time or cleaning, or where the requested style requires more work than described when booking.If we cannot contact you, we will prioritise the dog’s welfare and will not carry out optional additional work that would materially increase the agreed price. We may stop the groom and ask you to collect the dog.Payment is due in full on collection. We may require future appointments to be prepaid following missed appointments or unpaid charges. Nothing in these terms affects your statutory rights, including the right for services to be carried out with reasonable care and skill.

Please maintain your dog’s coat between appointments using suitable brushing and combing. Our standard prices assume a coat that is reasonably maintained and a dog accustomed to professional grooming.We will always put the welfare of the dog first. We will not knowingly cause unnecessary pain or prolonged distress by attempting to brush out severe matting. Where matting cannot be humanely removed, the safest option may be to clip the coat short. This may mean that the requested style is not achievable. By agreeing to these Terms & Conditions, you consent to humane clipping where matting prevents safe brushing or styling.Matting can hide or contribute to skin irritation, wounds, bruising, parasites and other conditions. Removing a tightly matted coat may reveal pre‑existing problems and can carry increased risks of redness, itching, clipper irritation, small nicks or abrasions because the skin may be pulled into or lie very close beneath the coat. We will use reasonable care and skill to minimise these risks and will tell you about anything significant we notice.A matting charge of up to £20 may apply depending on the severity of the matting, the additional time required, and the extra wear on equipment. We will advise you on aftercare and future coat maintenance.

Your dog’s welfare and the safety of dogs and people come first. We use appropriate, humane handling and may take breaks, modify the groom or stop if a dog becomes highly distressed, unwell, dangerously uncooperative or aggressive.We may use a correctly fitted muzzle for short periods where it is reasonably necessary and safe. Please tell us before the appointment if your dog must not be muzzled for a medical reason. We do not use a muzzle as a substitute for stopping a groom that cannot safely or humanely continue.If a groom is stopped, you must pay a reasonable amount for the work completed and appointment time used, up to the agreed grooming price. If important behavioural information was withheld, you may also be responsible for reasonably foreseeable loss or damage caused by the dog, subject to the law and the facts of the incident.We may refuse or discontinue a service where we reasonably consider the dog unsuitable for our setting or the requested service cannot be provided safely or humanely.

Grooming can be tiring and may reveal or aggravate an underlying condition. Puppies, elderly dogs and dogs with medical, mobility, sensory or behavioural needs may require shorter or adapted appointments. For some dogs, a comfort groom rather than a cosmetic finish will be the most appropriate option.For dogs aged 10 or over, or any dog with a significant health condition, you must ensure that the health information we hold is current. We may request veterinary advice or consent before grooming. We do not guarantee that grooming will be risk-free, but we will provide the service with reasonable care and skill and take the information you give us into account.We cannot accept a dog that is visibly unwell or may pose an infection risk. We do not normally groom pregnant dogs or dogs in season. Tell us if your dog has recently had surgery, vaccination, microchipping or another procedure so we can decide whether the appointment should be delayed. We recommend that vaccinations and parasite prevention are kept up to date following veterinary advice.Ear hair will be plucked only where requested and where the groomer considers it appropriate. We do not diagnose or treat medical conditions. Any observations we share are not a substitute for veterinary advice.

We welcome puppies once it is safe for them to attend a salon environment, taking account of their vaccination status and veterinary advice. Ask your vet when your puppy can safely mix outside the home. We recommend beginning with short, positive introductory sessions rather than expecting a full haircut immediately.At home, gentle and reward-based handling of paws, ears, face and body, together with regular brushing using suitable tools, can help prepare a puppy. The scope of each puppy groom will depend on the puppy’s confidence, behaviour, coat and welfare on the day; completion of every element cannot be guaranteed.

Please tell us before arrival if you know or suspect that your dog has fleas, ticks or any other contagious parasite. We may refuse or stop the appointment to protect other dogs and the salon environment.If parasites are discovered during the groom, we may isolate your dog, contact you, and apply an additional charge for the extra cleaning, disinfection and time required.We do offer a soothing flea shampoo, charged at an additional cost. This shampoo will only kill live fleas present on the coat at the time of the bath; it does not kill flea eggs. A separate veterinary‑approved treatment will still be required, and we strongly recommend obtaining this directly from your vet.We will not administer any veterinary medicinal flea or tick product without your prior agreement. A tick may be removed only if a suitably trained team member considers it safe to do so; otherwise, we will advise seeking veterinary attention. You remain responsible for arranging any treatment recommended by your vet.

We take reasonable precautions and carry out grooming with appropriate care and skill. However, grooming involves scissors, clippers, blades, electrical equipment, water and the handling of live animals. Even with suitable care, a small risk of accident, injury or adverse reaction cannot be completely removed. That risk may increase if a dog moves suddenly, struggles, bites, has an unpredictable reaction, or has a medical or behavioural condition that has not been disclosed. Please tell us about anything that may increase these risks before the groom begins.If an injury or other loss is caused by our negligent act or omission, including a failure to exercise reasonable care and skill, we will be responsible for the reasonable veterinary costs directly resulting from that failure. Any incident will be considered on its individual facts and may be referred to our insurer. Nothing in these terms allows us to avoid responsibility where the law makes us liable.If an accident, illness or complication occurs despite us exercising reasonable care and skill — including where it results from the dog’s sudden or unpredictable movement or behaviour, an undisclosed condition, an underlying or pre‑existing condition, or a recognised risk of the grooming process — you will remain responsible for the veterinary and related costs. We are not responsible for a pre‑existing condition merely because it becomes apparent during or after grooming.If an accident, illness or urgent welfare concern arises, we will try to contact you or your emergency contact. If we reasonably believe that urgent veterinary attention is needed and cannot reach you promptly, you authorise us to arrange transport and treatment in your name. Responsibility for those costs will be determined in accordance with the principles above and applicable law. We will not delay urgent treatment while responsibility for payment is being considered.Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or your statutory rights. We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill.

You must tell us before booking if your dog is a prohibited type, is subject to a Certificate of Exemption, a court order or any legal control requirement, or has been designated dangerous or has a recorded bite incident.We will only consider such a booking if possession and transport are lawful, all applicable conditions can be met, our insurance permits it, and we are satisfied that the dog can be groomed safely. This may include evidence of exemption and insurance and requirements concerning an adult handler, secure lead and muzzle. We may decline the booking following an individual risk assessment. You must comply with the law at all times; salon consent does not override legal restrictions.

With your permission, we may photograph or record your dog before, during or after grooming and use the content on our website, social media or printed marketing. Marketing consent is optional and is not a condition of receiving grooming services. You may withdraw consent for future use at any time by contacting us. Withdrawal will not make earlier lawful use invalid, and we may not be able to recall material already printed or shared by others.We may separately take and retain photographs where reasonably necessary to record coat condition, injury, an incident or the service provided. These records are handled under our privacy notice and are not used for marketing without permission.

We use personal information to manage bookings, provide services, take payment, keep safety and welfare records, contact you, handle complaints and meet legal obligations. We do not sell personal information. We may share relevant information with service providers such as booking and payment platforms, veterinary professionals, insurers, professional advisers or public authorities where necessary and lawful.Our separate privacy notice explains what information we collect, our lawful bases, how long we keep it, who receives it, your data protection rights and how to complain to the Information Commissioner’s Office. The privacy notice is available at haywardsdogspa.com or on request. Please do not use this short clause as a substitute for publishing the full notice.

At collection, we will provide any relevant feedback about your dog’s coat, behaviour, welfare or the completed groom. Please check your dog’s groom carefully before leaving the salon and tell us immediately if you would like any reasonable adjustment to the agreed style. This gives us the best opportunity to review the coat and make minor, safe changes while your dog is still with us.Once your dog has left the salon, we are unable to offer complimentary remedial grooming or styling adjustments, as the coat may have been altered, handled, washed or affected by factors outside our control. For this reason, it is essential that owners check the groom at the time of collection.If you notice redness, irritation, soreness, a cut or any welfare concern after collection, please tell us as soon as you become aware of it. Photographs or veterinary information may help us investigate. If your dog appears unwell or in significant discomfort, please seek veterinary attention promptly.If the service was not provided with reasonable care and skill, we will consider an appropriate remedy in line with consumer law. This does not apply where changes to the agreed style were necessary for the dog’s welfare, such as clipping due to matting, coat condition or behaviour. Your statutory rights are not affected.Complaints can be sent to haywardsdogspa@outlook.com or to our trading address in Section 1. We aim to acknowledge complaints within two working days and provide a full response within 14 days. If more time is needed, we will explain why and give an updated timescale.

We may update these terms for future bookings, for example when our services, prices or legal obligations change. The version applying to a booking is the version provided or made available when that booking is confirmed, unless a change is required by law or you expressly agree otherwise. We will give reasonable notice of material changes.If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply. No change agreed specifically with you is effective unless recorded in writing by us.

These terms are governed by the law of England and Wales. If you are a consumer resident elsewhere in the UK, you retain any mandatory protections and rights to bring proceedings available to you under applicable law.