Terms and Conditions

By booking an appointment with The Dog Lounge, you automatically agree to be bound by these terms. If you disagree with any part of these terms and conditions, we regret that we will be unable to groom your dog. We reserve the right, at our discretion, to modify or replace these terms at any time. If you have any questions, please contact us.

1. Health and Welfare

The Dog Lounge adheres to the Animal Welfare Act 2006, meaning we groom humanely and will not subject any dog to unacceptable levels of stress or discomfort. If grooming becomes too much for your dog, we will stop and discuss the next steps with you. Please note that the full starting price for the groom will still be charged, even if only partially completed.

If your dog has any medical conditions (e.g., seizures, arthritis, heart issues), you must inform us in advance so we can take appropriate precautions. The Dog Lounge is not liable for any pre-existing conditions or problems discovered during grooming. The owner agrees to cover any medical costs incurred.

If sedation or medication is required during grooming, it must be prescribed by a vet and administered according to their instructions. Any use of medication is entirely at the owner’s risk, and The Dog Lounge accepts no liability for problems arising from sedation.

2. Matted Dog Policy

Removing matts or felting can cause significant pain and stress to dogs. In line with the Animal Welfare Act 2006, we do not de-matt puppies, sick, elderly, nervous, or aggressive dogs.

We reserve the right to:

Decline grooming for severely matted dogs.
Offer a humane clip-off service instead.

By booking, you agree to allow the groomer to decide if a clip-off is necessary. A clip-off will leave the coat very short and may cause skin irritation or minor injuries due to the proximity of the blade.

De-matting or clip-offs are not included in the standard grooming charge. They require additional time, labour, and wear on equipment. You agree to cover all associated costs, regardless of whether the procedure is completed.

3. Troubled Dog Policy

Please inform us in advance of any behavioural issues your dog may have. We may suggest a grooming plan that includes the owner’s assistance.

Dogs displaying nervousness, aggression, or behavioural challenges require extra time and care. Additional charges may apply. We reserve the right to terminate a groom if a safety issue arises—for either the dog or groomer—but the full starting price will still be charged regardless of how much grooming is completed.

We also reserve the right to:

Refuse to groom aggressive or difficult dogs.
Muzzle your dog or request that you do so.
Hold owners liable for all bites or injuries caused by their dog.

4. Accidents

While rare, accidents can occur during grooming. If this happens, we will:

Notify you immediately.
Take your pet to a vet if needed.

If you believe your dog was injured during grooming, you must:

Seek veterinary advice within 48 hours.
Provide a written veterinary report explicitly linking the injury to the grooming process for liability to be considered.

Veterinary bills due to matting, pre-existing conditions, or unforeseeable issues remain the owner’s responsibility.

5. Flea Policy

If 1–2 fleas are found: Grooming will continue, and a £5–£10 cleaning fee will apply.
If more fleas are found: Grooming will stop, and the dog must be treated at home. A 50% grooming fee will be charged, plus a £5–£10 cleaning fee.

6. Allergies

Any known allergies or skin conditions must be disclosed during consultation. We offer sensitive shampoos and gentle brushing options. However, The Dog Lounge is not responsible for unknown allergies or reactions to grooming products or procedures. The owner accepts full responsibility.

7. Complaints

We strive to meet your grooming expectations. However, we cannot guarantee your visual preferences will be met on a first visit, especially if the coat needs time to grow into a desired style.

If you are dissatisfied, please notify us within 48 hours of your appointment so we can discuss a solution. We want every client to be happy.

8. Cancellations

If you cannot attend your appointment, please give at least 24 hours’ notice. Late cancellations or no-shows may incur a £10 surcharge, payable before future bookings. Persistent no-shows may be removed from our client list.

If The Dog Lounge cancels your appointment without 24 hours’ notice, we will offer 25% off your next groom.

9. Price Consultations

All prices quoted over the phone are estimates and assume:

The coat is in good condition.
The dog fits standard breed sizing.
The dog does not exhibit behavioural issues.

Additional charges may apply if any of these assumptions are incorrect.

10. Payment

Payment is due before or immediately after the groom. Any extra charges (e.g., for de-matting) must be paid before leaving with your dog. All payments are non-refundable.

We accept cash or bank transfer.