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Ingleby Dog Grooming Terms & Conditions



Due to the high number of ‘no shows’ or ‘same day cancellations’ by new customers we have decided to charge in advance to secure the first appointment.

This is a non-refundable security payment. If the customer does not attend the appointment the payment WILL NOT be refunded.

We will allow new customers to reschedule their appointment and move the payment to the new date and time with a minimum 24 hours notice.

Any reschedules within the 24 hour notice period will incur the full charge of the groom which was paid upon booking and a new appointment will then need to be paid for in advance.

We will not book the appointment into our diary until the payment has been made either in store or by card over the phone. Proof of payment will be kept in the diary. Copy of proof of payment is available on request.
Customers who book their first appointment online will be emailed an invoice and asked for payment via the Square online payment portal.

Any queries or disputes over payment/rescheduled appointments and loss of security deposit must be directed to management to consider and contact the customer to discuss further.

New customers must declare any known health or behavioral conditions to us prior to the appointment to ensure there are no problems on the day.

By attending your appointment you are deemed to have read and accepted our T&C.

Before Your Appointment:Please ensure your pet has had an adequate chance to relieve itself before you come to the shop. If your pet defecates or urinates during the grooming process and requires a second bath you will be charged appropriately.

Care, Custody & Control: Customers should bring their dogs to the shop with a well fitting collar or harness and a normal lead. (No extending leads).

We are located on a busy road. Customers are responsible for their own dogs in the car park and public areas outside the shop and inside the main shop area.

Whilst in the shop the dog should be kept under control at all times and not be allowed to approach other dogs or customers without asking permission first.

If your dog is reactive please let us know so we can accommodate your requirements.

Customers should ensure they have appropriate pet insurance in place.

Health & Welfare: Whilst your pet is in our care its health and welfare is our primary concern. It will only ever be groomed according to it’s tolerance of the process. If your pet is fearful of any of the procedures employed during grooming, a workaround or alternative will be employed. We will, where possible, try to work positively with nervous dogs to help them relax.

Occasionally during grooming a pre-existing condition may be discovered which you may not have been aware of. We will notify you of this so that you can seek veterinary advice if necessary.

Please inform us of any changes in your pet's health or temperament to allow us to continue to provide a service tailored to your pet's needs.

The customer must advise us of any significant pre-existing conditions, examples of which include but are not limited to :-
Hip, Spine or Joint Conditions
Cancer or Cancer Treatment
Chronic or Terminal illness
Heart Problems
Recent Accidents or Operations
Recent Bone Breaks or Repairs
Replacement Joints

We reserve the right to request a fit note from your vet if we believe the grooming process is unnecessary and detrimental to your pets health.

Vaccinations: We ask that all dogs coming in for grooming are vaccinated or titre tested regularly.

While it is highly unlikely, it is possible that diseases can be transmitted by contact with surfaces and equipment. So for the well being of your pet we may ask to see proof of vaccination at the time of their first groom. If your dog is not vaccinated you agree to leave the dog at your own risk. You should bear in mind that Parvovirus, Distemper, Leptospirosis and Hepatitis are all potentially fatal illnesses and can easily be passed by contact with objects or animals. They are preventable by vaccination.

Normal Condition: It is assumed that you will bring your pet into the shop in “Normal Condition”. 

That is; that you groom your pet at home regularly between appointments, and that you will present your pet at the salon in an unmatted and dry state. Any condition other than "Normal" will most probably take longer to deal with and may incur additional charges.

Matted Coats: In the event of any dog needing a shave down to remove matted fur, the owner should be aware that irritation may occur from the shaving process, as well as uncovering nicks, cuts or other potential problems such as haematoma of the ears.

The owner will be notified before any action is taken. No dog will be subjected to stress or discomfort and all dogs will be groomed in accordance with The Animal Welfare Act 2007. 

Dogs can suffer from depression following a shave down and should not be made fun of or humiliated by family members on their return home.

Grooming matted dogs may incur additional charges this is to cover the extra time and care required to groom a matted dog and the wear and tear on tools and equipment. We will not attempt to brush out areas of matting larger than a 50p as this would cause severe discomfort to the dog.

Fleas: Ingleby Dog Grooming strives to be a flea/tick free environment. If the dog(s) have a flea or tick infestation Ingleby Dog Grooming would ask that the owner cancels with at least 48 hours notice and reschedules the appointment once the flea or tick problem is under control. If fleas are found on the dog(s) Ingleby Dog Grooming will bath the dog(s) in a flea shampoo and subsequently treat the salon. If ticks are found on the dog(s) they will be removed and the owner will be shown the site of the tick. It is then the owners responsibility to maintain the extraction site of the tick bite to prevent further infection.

The flea bath is chargeable and the cost will be added to the final invoice.

If the infestation is bad this may incur an additional charge. If ticks are found they may be removed with permission from the owner. We can also supply flea and tick treatments for use on your pet and in the household for an additional charge.

Dangerous Dogs: The owner (or other responsible person) agrees to inform Ingleby Dog Grooming prior to grooming if the dog has bitten or has aggressive tendencies towards people or other dogs.

The owner (or other responsible person) agrees to inform Ingleby Dog Grooming prior to grooming if another groomer has refused to groom due to the dogs temperament.

The owner (or other responsible person) agrees to inform Ingleby Dog Grooming prior to grooming if the dog is known to be reactive to grooming tools ie. brushes, combs, nail clippers, hair dryer, clippers.

Ingleby Dog Grooming reserves the right to muzzle your dog or ask you to muzzle your own dog or to refuse to groom it if it represents a danger to our staff or other dogs in the shop.

Unless this has been discussed and agreed beforehand we reserve the right to turn your dog away without grooming it.

We draw your attention to The Dangerous Dogs Act 1991. If we are unable to complete a groom due to behavioral problems or aggression you will be charged 50-100% of the price of a full groom depending on the time spent before the procedure had to be abandoned.

If the groom requires the assistance of a 2nd member of staff for an extended period of time an additional £25 per hour handling fee will be charged at our discretion.

We do not groom large powerful breeds or banned breeds  that may be difficult to control in stressful circumstances and reserve the right to refuse to groom.

Accidents & Emergencies: Although extremely unlikely, accidents can happen during grooming. In the event of an accident or serious medical issue arising during your pet's groom Ingleby Dog Grooming will administer first aid and/or seek emergency veterinary treatment.

Working with animals and sharp tools, minor but common grooming related accidents can involve; accidentally cutting the quick of the nail, accidentally catching ears or tongues, or accidentally catching warts or lumps.

All costs will be at the owner's expense unless proven to be an issue caused by the neglect of Ingleby Dog Grooming. Our registered vet is Jacqui Patterson (Preston Farm).

All owners should make themselves contactable whilst the dog is in our care and ensure contact numbers are kept up to date.

All owners should familiarise themselves with their own vets contact details incase of emergency.

Elderly or frail dogs or dogs with chronic health conditions may succumb to the stress of the groom or separation from the owner. We would ask that owners seriously consider their elderly or frail dogs wellbeing prior to booking. In the highly unlikely event of sudden death or collapse the owner will be contacted immediately, as part of our emergency procedure.

Timekeeping and cancellations: We work on a strict appointment only basis. Therefore it is important to try to arrive on time for your appointment. If you arrive more than 15 minutes late for an appointment it will be classed as a cancellation and you may be required to re-book for another time and day. You may be asked to pay a cancellation fee and also asked to pay in advance for your next appointment.

Most grooms take between 1-3 hours or more depending on the size and temperament of the dog, and its coat condition. You will be advised what time to collect your pet. It is advisable not to enter the shop before this time, as your presence may distract your pet during the finishing stage of its groom. It is essential that you collect your pet at the agreed time as once the groom is finished your dog will be eager to go home and may become unsettled or anxious and cause a distraction to the next dog being groomed.  Late collections may incur an extra charge of £5 every 15 minutes or part of as this could prevent the groomer from starting work on the next dog.

If you need to cancel your appointment we ask that you respect the fact that as a small business we may find it difficult to fill your appointment at short notice. Please give at least 48 hours notice.

Customers who persistently 'no show' or same day cancel may be refused future appointments at the discretion of the management.

Reschedules & cancellations within 24 hours of the pre-booked appointment time will incur a cancellation fee of 50% of the cost of the groom, which must be paid prior to rebooking.

No shows will incur a cancellation fee of 100% of the cost of the groom which must be paid prior to rebooking.

Payment for nail trims is required in advance to secure the booking and is non refundable in the event of a cancellation with less than 24 hours notice or a no show. 

Any queries regarding cancellation fees should be directed to management. Staff do not have the authority to waive these charges.

Complaints & Queries Post Groom: We ask that the owner (or other responsible person) who collects the dog checks the dog whilst in store and raises any queries about the groom immediately with a member of staff.

We can often correct minor imperfections straight away, for example a stray hair, trimming more off the tail or face.

If you are dissatisfied with your dog's groom after returning home we ask that any further queries are raised by telephone, by the person who dropped off or collected the dog within 24 hours of the groom. You will be invited back into the salon to discuss the groom with a manager at your convenience.


We would remind customers that the owner (or responsible person) who drops off the dog for grooming should be able to communicate clear instructions to the groomer and be able to explain the owners desired style. If a third party does drop off the dog on the behalf of the owner we do not accept any responsibility for mis-communication of instructions.

Our shop and salon is covered by CCTV and in the event of any dispute regarding styling, behaviour or safety of the dog in our care we can review the CCTV footage and the owner will be invited in to view it with a member of management.


Photographs: By agreeing to our Terms and Conditions you are consenting to us using before and after photos of your dog on our website, social media and advertising literature. If you would prefer us not to use photos of your dog please let us know in advance.

Fees: The below are standard fees which may be applied to the cost of the groom.

Late Pick Up Fee: £5.00 for every 15 minutes.
No Show Fee:100% of the cost of the groom.
Cancellation within 24 Hours: 50% of the cost of the groom.
Nail Trim Cancellation / No Show: 100% of the cost of the nail trim.
Flea Bath: £5-£10 depending on severity of flea infestation.
De-Matting Fee: £5-£25 depending on the severity of the matting.
Abandoned Grooms: 50-100% of the cost of the groom if the groom is abandoned due to the dangerous nature of the dog.
Dangerous/Difficult Dogs: £25 per hour handling fee will be charged if another member of staff has to be taken away from their normal duties to assist with the groom.

T&C may be updated at the businesses discretion. Owners are advised to periodically check back for any updates or amendments.

Ingleby Pet Supplies are members of the Pet Industry Federation.
Ingleby Dog Grooming are members of the Pet Industry Federation & BIGA
Ingleby Dog Grooming registered vet is Jacqui Patterson, Preston Farm, Stockton.
We are insured through Protectivity - we are not insured for expressing anal glands or ear plucking.

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