Grooming Policy
⏰ Cancellation & Late Fees – puP Policy
To secure your pup’s appointment, a £10 deposit is required for all grooming bookings.
We have a 24-hour cancellation policy – any reschedules or cancellations made more than 24 hours in advance won’t be charged.
If you cancel or reschedule within 24 hours, your deposit will be lost and a new deposit will be needed to book again.
We totally understand that unexpected things happen – just let us know as soon as you can.
Please also arrive on time for both drop-off and collection.
A £10 late fee will apply for the first 30 minutes past the agreed pick-up time, and £5 for every 30 minutes after that.
Thanks for helping us keep things running smoothly for every pup!
✂️ Matted Coat Policy – puP
At puP, your dog’s comfort and wellbeing always come first.
Under the Animal Welfare Act 2006, severely matted coats must be clipped off – brushing them out would cause unnecessary pain, stress, or even injury. We won’t put your dog through that.
When matting is close to the skin, the safest method is to clip underneath, which can result in a much shorter haircut (sometimes as short as 1.2mm depending on the severity). While we’re as gentle as possible, there’s always a higher risk of skin irritation, redness, or nicks where matts have formed tightly.
Common matting areas include the ears, armpits, paws, and back end – but it can occur anywhere.
After the groom, we recommend checking your dog’s skin regularly. In some cases, we may uncover hidden irritation or injuries once the matting is removed. By booking your appointment, you acknowledge that puP cannot be held liable for any after-effects related to matting removal.
To avoid future matting, we recommend:
– Brushing at least once a week
– Removing collars at home when not needed
– Limiting the use of jumpers/coats that rub the fur
We’re happy to create a brushing or grooming plan tailored to your dog’s coat type – just ask!
🐕🦺 Aggressive or Reactive Dogs – puP Policy
Your dog’s safety – and ours – is our top priority.
Please let us know before the appointment if your dog has shown signs of aggression, has bitten before, or is reactive toward people or other dogs. This helps us keep everyone safe and ensure the right support is in place.
In some cases, an additional fee of £10 may apply if extra time, staff, or precautions are needed. For safety, no other dogs will be allowed in the salon during that time.
If a bite occurs, the owner will be held responsible for any related medical costs, equipment damage, or loss of income.
We never judge – we just want to be prepared, so your pup gets the safest and calmest experience possible.
Your dog’s safety – and ours – is our top priority.
Please let us know before the appointment if your dog has shown signs of aggression, has bitten before, or is reactive toward people or other dogs. This helps us keep everyone safe and ensure the right support is in place.
In some cases, an additional fee of £10 may apply if extra time, staff, or precautions are needed. For safety, no other dogs will be allowed in the salon during that time.
If a bite occurs, the owner will be held responsible for any related medical costs, equipment damage, or loss of income.
We never judge – we just want to be prepared, so your pup gets the safest and calmest experience possible.
Your dog’s safety – and ours – is our top priority.
Please let us know before the appointment if your dog has shown signs of aggression, has bitten before, or is reactive toward people or other dogs. This helps us keep everyone safe and ensure the right support is in place.
In some cases, an additional fee of £10 may apply if extra time, staff, or precautions are needed. For safety, no other dogs will be allowed in the salon during that time.
If a bite occurs, the owner will be held responsible for any related medical costs, equipment damage, or loss of income.
We never judge – we just want to be prepared, so your pup gets the safest and calmest experience possible.
--We’re happy to work with anxious or reactive dogs with proper notice and care planning.
🚨 Accidents & Emergencies – puP Policy
We always prioritise your dog’s safety and wellbeing.
However, grooming tools are sharp, and even with the utmost care, accidents can happen – especially if a dog is wriggly, anxious or reactive.
Minor nicks, scratches, or quicked nails can occur, and if we feel your dog is too stressed or at risk, we may stop the groom for their safety.
In the unlikely event of injury or illness during the appointment, we may seek immediate veterinary care. Unless it is clearly due to negligence on our part, any related costs will be the responsibility of the owner.
We strongly recommend that all dogs are covered by pet insurance.
We always prioritise your dog’s safety and wellbeing.
However, grooming tools are sharp, and even with the utmost care, accidents can happen – especially if a dog is wriggly, anxious or reactive.
Minor nicks, scratches, or quicked nails can occur, and if we feel your dog is too stressed or at risk, we may stop the groom for their safety.
In the unlikely event of injury or illness during the appointment, we may seek immediate veterinary care. Unless it is clearly due to negligence on our part, any related costs will be the responsibility of the owner.
We strongly recommend that all dogs are covered by pet insurance.
--Your dog’s welfare will always come first, no matter what.
🐛 Fleas & Ticks – puP Policy
We work hard to keep our salon flea and tick free – for the comfort and health of all dogs in our care.
We kindly ask that all dogs are kept up to date with their flea and tick treatments before their appointment.
If fleas are found during the groom, your pup will be washed with a flea treatment shampoo, and the salon will need to be deep cleaned – this will incur a £5 cleaning charge.
If we find ticks, they’ll be safely removed and the area cleaned with antibacterial spray – this will incur a £3 tick removal fee.
We totally understand that these things can happen, but keeping the space safe for every pup is a priority.
--We reserve the right to stop the groom if there’s a risk of infestation.
📋 Before You Book – puP Guidelines
Please take a moment to read the following before booking your dog’s appointment:
– All dogs must be fully up to date with flea, tick and worming treatments
– Dogs must be vaccinated and in good health to attend their appointment
– Grooming is done at the owner’s risk if the dog is elderly, unwell or recovering from illness
– Grooming may reveal underlying health or skin issues – puP cannot be held liable for these if previously unnoticed
– A £10 deposit is required to secure all grooming bookings
– We have a 24-hour cancellation policy (see full details in our Cancellation Policy)
Thank you for helping us provide a safe, calm and happy experience for every pup in our care
Download Grooming Consent Form