Terms & Conditions

Your dog's welfare

Your dog's welfare will always come first. We will never force a dog through a groom if they are overly stressed or uncomfortable. We may adapt the groom, allow extra breaks or stop the appointment if we believe continuing isn't in their best interests.

Grooming can sometimes uncover lumps, sore areas, skin problems or other concerns that aren't easily noticed at home. We'll always let you know if we find anything unusual so that you can seek veterinary advice where appropriate.

Although accidents during professional grooming are thankfully very rare, we are working with live animals and sharp equipment. In the event of an accident or medical emergency, you authorise Hounds of Hull to seek veterinary treatment where we believe this is necessary.

Our one-to-one appointments

Hounds of Hull is a genuine one-to-one salon. We only have one customer's dog(s) in the salon at any one time, allowing us to give them our full attention in a calm environment.

For this reason, we stick closely to appointment times. Please arrive at your allocated time rather than significantly early or late, as another dog may still be with us.

If you're running late, please let us know. Unfortunately, if you're 15 minutes or more late, we may no longer have enough time to safely complete the groom without affecting our next appointment. This will be treated as a missed appointment and the full appointment fee will be payable.

Collection

We'll contact you as soon as your dog is ready. Please don't return to the salon before we've contacted you — dogs naturally become excited when they see or hear their owners, which can make safely finishing their groom difficult.

As we're working with animals, finishing times can sometimes vary. Some dogs simply need a little more time than others. Once we've let you know your dog is ready, please collect them promptly so that we can prepare the salon for our next one-to-one appointment.

Cancellations, reminders & no-shows

We completely understand that sometimes plans change.

• Appointments cancelled or rearranged with at least 48 hours' notice will not incur a charge.
• Cancellations made with less than 24 hours' notice are chargeable, and missed appointments / no-shows will be charged at the full appointment price.
• Where between 24 and 48 hours' notice is given, we reserve the right to charge for the appointment, particularly where we're unable to fill the space.

We always try to send an appointment reminder the day before your groom. This is a courtesy reminder and does not determine the cancellation notice period. Your appointment has already been booked and agreed, so the notice period is calculated from your appointment time — not from the time the reminder is sent or received. We know genuine emergencies happen and will always use common sense in exceptional circumstances.

Pricing

Our prices are based on the time and work normally required for a dog of that breed, size and coat type who is groomed regularly and whose coat is reasonably well maintained.

Additional charges may apply where significantly more time or work is required due to matting, an excessively overgrown or thick coat, fleas, behaviour or additional handling requirements. Payment is due when your dog is collected.

Matted coats — humanity over vanity

At Hounds of Hull, we always practise humanity over vanity. If your dog's coat is heavily matted, attempting to brush or de-matt it can cause unnecessary discomfort and pain. Where we believe clipping the coat short is the kindest option, this is what we will recommend.

Removing a heavily matted coat can sometimes reveal redness, sores or skin conditions hidden beneath the coat and may occasionally cause temporary irritation afterwards. In some coat types, the coat may also grow back differently. Additional charges may apply for heavily matted coats due to the extra time involved and wear on our equipment. Your dog's comfort will always be more important than achieving a particular style.

Behaviour

Please tell us before the appointment if your dog has ever bitten, snapped, shown aggression during grooming or has any particular triggers we need to know about. We're very happy to work with nervous, worried or inexperienced dogs and will always work at a pace they're comfortable with.

However, we reserve the right to stop a groom if we believe continuing would put your dog or ourselves at risk. If significant behavioural issues haven't been disclosed beforehand and prevent us from safely completing the groom, the full appointment fee may still be payable. Some dogs may benefit from shorter appointments, additional sessions or a different grooming schedule, which we'll discuss with you where appropriate.

Health & medical conditions

Please let us know about any health conditions, injuries, allergies, medication, recent operations or other information that could affect your dog's groom. This is particularly important for elderly dogs or dogs with conditions that may make grooming more tiring or stressful. We may adapt or shorten an appointment where we believe this is in your dog's best interests.

Dogs who are unwell or have a contagious condition should not attend their appointment. We're professional dog groomers rather than veterinary professionals, so while we'll always tell you if we notice something concerning, medical advice should be sought from your vet.

Fleas

If live fleas are discovered during your dog's groom, an additional charge may apply to cover the cleaning and treatment required before another dog can safely enter the salon. If you know or suspect your dog has fleas, please contact us before bringing them to their appointment.

Keeping in touch

Please make sure we have an up-to-date mobile number and that you're contactable while your dog is with us. We may need to speak to you about their groom, behaviour or welfare — or simply let you know they're ready for collection. Please also give your dog an opportunity to go to the toilet before arriving for their appointment.

If you need to speak to us, arrange an appointment or make a change to an existing booking, please call or message us rather than popping into the salon. As a one-to-one salon, we may be in the middle of grooming another dog.

Above all, your dog's welfare comes first. Humanity over vanity, every time.