Terms & Conditions

Health and Welfare

When your dog is at Toby’s Tail, the heath and welfare of your dog is always our main concern and during all stages of the grooming process. Should I believe that your dog is experiencing and/or showing any signs of stress or fear at any point during the process, steps will be taken to try and relax your dog and alleviate the stress. In some instances, this may require the groom to be stopped and for the the dog to be collected. We can then look at options to work with the dog going forward. This may involve owners putting in time at home helping with desensitisation and mini sessions with me.

All existing medical conditions or behavioural issues need to be declared whilst booking your first appointment along with any health concerns or investigations being undertaken by your vet. Any new health conditions should be advised at subsequent appointments. We reserve the right to decline any dog for grooming if it is felt the medical condition of the dog would cause harm or discomfort to your dog.

Toby’s Tail may request sight of your dog’s vaccination record and request information regarding your flea/tick and worm treatments. No judgement is made for any dogs not vaccinated or treated as this can be for many reasons, but we need to know in order to plan appointments and protect other dogs who may have existing health conditions.

During grooming it is possible that both pre-existing and new conditions are found, which you will be informed of in order you can seek veterinary advice, if deemed required. During the grooming process extremely, rare accidents can happen, or medical issues can arise. In the unlikely event of this happening, you authorise us to seek emergency veterinary treatment and advise you as soon as possible.

Salon Exclusivity

At Toby’s Tail, we operate strictly by appointment. As a lone groomer, I work 1-on-1 with each dog. This helps to create a calm, low risk environment. The only time more than one dog is allowed in the grooming area is when they are from the same household. If you have two dogs, of which only one is being groomed and they are not used to being apart, the second can remain at our discretion.

Time Keeping

Appointments are timed to each individual dog as no two dogs are the same. There is also a period of time to try and prevent any overlap and dogs meeting each other as I am aware that some dogs can be either nervous or reactive.

This ensures I are not rushing to complete your dog’s groom. The appointment start time is the time I expect to be able to bring your dog into the Grooming Pod. If you are early for your appointment, I may not be able to bring your dog in immediately. If you are late, I may have to refuse/rearrange the groom if I feel I do not have sufficient time to complete the groom without impacting on following appointments. This will incur a fee. Customers who are 30 minutes late, or more will be deemed to be a ‘no show’ and charged the full appointment fee.

When you leave your dog a collection time or approximate time will be given for collection. A phone call near completion of the groom with be made if a firm time hasn’t been given. We ask that you are available to collect your dog as soon as possible. Any dogs that are not collected within an appropriate time after the end of the groom will also incur a fee as it will impact on the next grooming appointment.

We ask that everyone shows the same courtesy afforded to you to others.

Pricing

All quoted prices assume:

  • The dog’s coat is well maintained free from knots, matts and tangles.
  • The dog is well behaved, shows no aggression and groomed at our recommended periods.
  • The dog is not overweight or oversized for the breed.

Whilst we are happy to work with nervous/timid dogs, these may incur extra charges due to the extra time and handling skills required.

Charges will be incurred for matted coats, those that are poorly maintained, or dogs with fleas. If a dog is found to have fleas, the groom will be stopped immediately, the dog will need to be collected and fully treated at home. The quoted cost for the groom will still be payable as all future appointment for the day will need to be cancelled, the grooming pod will need to be fully sanitised and treated to ensure no spread to other dogs.

All charges are payable before you leave the salon with your pet. Payment can be made by card or cash.

Cancellations and No Shows

It is appreciated that sometimes you may need to rearrange your dog’s appointment. As long as this is done within 48 hours of your appointment there will be no charge. Any failure to attend an appointment, contact us or cancel with less than 24 hours notice (except in extreme circumstances), will result in the full fee deemed payable, and no further appointments will be booked until the account is settled. Cancellations between 24-48 hrs will be charged at half the appointment fee, dependant on the circumstances of the cancellation.

Your appointment is my income and like anyone, I can not afford to run a business without an income.

Neglected / Matted coats

At Toby’s Tail we practice ‘Humanity Before Vanity’. Therefore, if your dog has a matted or neglected coat and it is felt that it can not ‘kindly’ be brushed out in around 15 minutes, it is deemed kinder to shave the coat back completely and remove all the matting. This will be done in compliance with The Animal Welfare Act 2006 (Sec 5. – Animals are to be protected from pain, injury, and suffering) This incurs extra charges due to time and extra wear and tear on equipment.

In the instances where the above is necessary, it can lead to minor skin irritation and other skin conditions. With some breeds the coat may not grow back in the same manner. Toby’s Tail will not be liable for any effects which may arise.

Please ask if you would like any advise on brushes/combs and grooming processes to help maintain your dogs coat at home.

Aggressive and Poorly Socialised Dogs

Toby’s Tail reserve the right to refuse to groom any dog if we believe it may cause injury to itself or any one in and around the Grooming Pod. (My pod is set up in my back garden and my own family may be outside). If a dog exhibits aggression or behaviour we have not been informed of prior to the groom, the session will be stopped immediately and the full fee incurred.

We must be informed prior to grooming of any previous history of biting or aggression. Your attention is drawn to the dangerous dogs’ act which holds owners liable for bites and injuries. I do not like to muzzle dogs and would prefer to work with the dog over time, to gain trust and build up to the grooming process for it to become an experience the dog can start to enjoy.

Please toilet your dog before attending their appointment to avoid any accidents. Any dog that toilets inside the salon may incur an extra fee for its human.

Grooming Feedback

After each appointment we will talk to you about any problems, issues, or any concerns we have relating to your dog or the groom. This is also the time for you to let me know of any concerns you have in relation to the groom.

We are very fortunate that the majority of our business is repeat custom and word of mouth recommendations. We strive to maintain our standards and reputation.

We often take pictures to show examples of before and after work to use for information and guidance to other owners. Should you not wish photos of your dog to appear on social media or the website, please inform us at the time of the groom.

We also ask that should you have a problem, we are approached prior to any negative reviews been left on social media. We are more than happy to review a groom and see if any changes can be made to resolve any issues.

For all happy dog grooms, we would welcome a review on Facebook or Google. We thank you for supporting our small business.

Customer details

Your details are held in confidence by us, as a reference to the safe grooming of your dog. The only time they would be shared is, by your permission and at request by another groomer who has an appointment to groom your dog in the future.

Information may also be passed, if needed to your Veterinary Surgery.