The Groom Palace Cheshire – Terms & Conditions
Introduction
At The Groom Palace Cheshire, the safety, comfort and wellbeing of every dog in our care is our highest priority. These Terms & Conditions are designed to ensure clear expectations for both our clients and our team, helping us provide a safe, professional and enjoyable grooming experience for every pet.
By booking an appointment with The Groom Palace Cheshire, you acknowledge that you have read, understood and agreed to the following Terms & Conditions. These terms form part of the agreement between you, as the owner or authorised representative of the pet.
If you have any questions regarding these Terms & Conditions before your appointment, please do not hesitate to contact us. We are always happy to explain any aspect of our policies.
Payment
Payment is due upon collection of your pet and must be paid in full before your pet is released.
We accept payment by cash, card and bank transfer.
Late Payment
Where payment is not received within 48 hours of the appointment, we reserve the right to apply a reasonable administration fee to cover the costs of recovering the outstanding balance.
Outstanding balances must be settled before any future appointments can be booked or attended.
Cancellation
A minimum of 48 hours' notice is required to cancel an appointment.
Appointments cancelled with less than 48 hours' notice will incur a cancellation charge of 50% of the scheduled groom fee.
Rescheduling
Appointments may be rescheduled without charge where at least 48 hours' notice is provided.
Requests made with less than 48 hours' notice will be treated as a late cancellation and charged accordingly.
Missed Appointments (No-Shows)
Failure to attend an appointment without notice will result in the full groom fee being charged.
Repeated missed appointments may result in refusal of future bookings.
Late Collection
Pets must be collected at the agreed collection time.
Late collection will incur a charge of £15 for every 15 minutes (or part thereof).
Repeated late collection may result in future appointments being refused.
Late Arrival
Clients should arrive promptly for their appointment.
Appointments delayed by more than 15 minutes may need to be cancelled or shortened depending on the day's schedule.
Cancellation charges may apply.
Early Arrival
Early drop-off is available only by prior arrangement.
Unarranged early arrivals may be refused.
Payment Recovery
Where outstanding balances remain unpaid, we reserve the right to recover the debt through appropriate legal or debt recovery procedures. Any reasonable recovery costs permitted by law may be added to the outstanding balance.
Coat Condition & Matting
Every dog's coat is assessed before grooming begins.
Where a coat is heavily matted, clipping the coat short may be the safest and kindest option in the interests of the dog's welfare.
An additional matting fee of between £10 and £30 may be applied depending on the severity of the matting and the additional time required.
In extreme cases, we may refuse to groom the dog and recommend veterinary advice where grooming would compromise the dog's welfare.
Fleas & External Parasites
All pets must arrive free from fleas, ticks and other external parasites.
If parasites are discovered during the groom, we reserve the right to stop the appointment immediately.
A salon cleaning and disinfection fee of £15 will be charged, and appropriate parasite treatment must be completed before any future appointments.
Vaccinations & Infectious Disease
Owners confirm that their pet is fit to attend the salon and is free from any contagious or infectious illness.
If a pet is displaying symptoms including vomiting, diarrhoea, kennel cough, coughing, contagious skin conditions or any illness that could place other pets or staff at risk, we reserve the right to refuse or stop the groom.
Cancellation charges may still apply where sufficient notice has not been given.
Health of Your Pet
Pets must be fit and healthy to be groomed.
Owners are responsible for informing us of any medical conditions, allergies, medications, mobility issues, recent surgery or behavioural concerns before every appointment.
We reserve the right to refuse or stop a groom where we believe continuing would compromise the welfare of the pet or the safety of our staff.
Higher-Risk Pets
Some dogs carry a higher level of grooming risk due to their age, breed or medical history.
This includes, but is not limited to:
• Senior or elderly dogs
• Brachycephalic (short-nosed) breeds
• Dogs with heart, respiratory or circulatory conditions
• Dogs with epilepsy or neurological conditions
• Dogs recovering from illness or surgery
• Medically fragile or palliative dogs
Where necessary, we may shorten, adapt or refuse the groom in the interests of the dog's welfare.
Pregnancy
Owners must inform us if their dog is pregnant or suspected to be pregnant before the appointment.
We reserve the right to modify or refuse grooming where it is considered to be in the best interests of the dog and her unborn puppies.
Puppies
Puppy appointments are intended to provide a calm, positive introduction to professional grooming.
Appointments may be shortened or adapted where necessary to protect the puppy's welfare and confidence.
Behaviour
If a dog displays aggressive, anxious or distressed behaviour that places itself or others at risk, the groom may be stopped immediately.
Charges may still apply for the time already spent grooming or handling your pet.
A handling fee of £20 may be applied where additional time, staff or specialist handling is required.
Future appointments may be refused where behaviour presents an unacceptable safety risk.
Accident, Illness, Emergency Treatment & Liability
Grooming Risks & Minor Accidents
Professional grooming involves the use of sharp equipment, restraints, bathing, drying and handling.
Whilst every reasonable care is taken, minor accidental incidents can occasionally occur.
Examples include:
• Small cuts or nicks
• Clipper irritation or clipper burn
• Nail quicking
• Stress or anxiety reactions
• Movement-related accidents
Should an incident occur, we will:
• Inform you as soon as reasonably possible
• Record the incident
• Administer appropriate first aid where necessary
• Seek veterinary treatment if we believe it is required for your pet's welfare
Underlying & Pre-Existing Conditions
The grooming process may reveal or aggravate pre-existing or underlying medical conditions.
Owners are responsible for informing us of all relevant health information before grooming.
We cannot accept liability for conditions that were unknown, undisclosed, pre-existing or not reasonably detectable.
Emergency Veterinary Treatment
If we believe urgent veterinary treatment is necessary to protect your pet's welfare, we may seek immediate veterinary treatment without prior approval where delay could place your pet at risk.
Where reasonably possible, we will attempt to contact you first.
Owners remain responsible for veterinary costs unless treatment is required solely due to proven negligence on our part.
Serious Medical Events
Whilst every reasonable care is taken, grooming can occasionally trigger medical complications, particularly in elderly, vulnerable or medically compromised dogs.
We cannot accept responsibility for unforeseeable medical events, underlying illnesses or natural causes that occur during or following grooming where these are outside our reasonable control.
All serious incidents are documented thoroughly and handled with professionalism and compassion.
Heavily Matted Coats
Heavily matted coats significantly increase the risk of:
• Skin irritation
• Clipper burn
• Nicks or cuts
• Bruising
• Haematomas
• Exposure of previously hidden skin conditions
By authorising the removal of a heavily matted coat, you acknowledge and accept these recognised risks.
Veterinary Evidence
Where an owner alleges injury, illness or negligence arising from grooming, appropriate veterinary evidence must be supplied.
Owners consent to us, our insurers and professional advisers obtaining relevant veterinary records where necessary to investigate any complaint or insurance claim.
We reserve the right to request an independent veterinary opinion.
Limitation of Liability
Our liability is limited to direct losses resulting from proven negligence on our part.
To the fullest extent permitted by law, we are not liable for:
• Indirect or consequential losses
• Emotional distress
• Undisclosed or pre-existing conditions
• Behaviour-related incidents
• Events beyond our reasonable control
Nothing within these Terms excludes liability where it cannot legally be excluded.
Photography
We may take photographs of your pet before, during or after grooming for grooming records, insurance purposes, staff training or promotional use.
If you do not wish photographs of your pet to appear on our website or social media pages, please let us know before your appointment.
Dogs in Season
Owners must inform us if their female dog is in season before attending the salon.
We reserve the right to postpone appointments where necessary to maintain hygiene standards and minimise stress for all dogs attending the salon.
Authority to Book
The person presenting the pet confirms they are the legal owner or have the owner's authority to consent to grooming and accept these Terms & Conditions.
Emergency Contact Details
Owners agree to provide an up-to-date emergency contact number that will remain available during the appointment.
Where possible, owners should also provide details of their usual veterinary practice.
Abandoned Pets
Where a pet is not collected within salon opening hours and we are unable to contact the owner or emergency contact despite reasonable attempts, we reserve the right to arrange appropriate boarding or transfer the pet to the relevant authorities where necessary for the animal's welfare.
Any associated costs remain the responsibility of the owner.
Events Beyond Our Control
We shall not be liable for delays, cancellations or interruption of services resulting from circumstances beyond our reasonable control, including but not limited to severe weather, flooding, fire, power failure, illness, government restrictions or any other unforeseen event.
Complaints & Feedback
Any concerns regarding a grooming appointment should be submitted directly to us in writing within 48 hours of the appointment, together with any relevant photographs or supporting information.
To allow us the opportunity to investigate fairly and resolve any issues, complaints should first be raised directly with us before being published on social media or third-party review platforms.
Every complaint will be investigated professionally, fairly and without prejudice.
Where appropriate, we may offer a re-groom, partial refund or account credit at our discretion.
Data Protection
We process personal information in accordance with our Privacy Policy and applicable UK data protection legislation.
If you have any concerns regarding how we collect, store, use or process your personal information, please contact us directly.
Should you remain dissatisfied with our response, you may have the right to raise your concerns with the Information Commissioner's Office (ICO).
Agreement
By booking an appointment with The Groom Palace Cheshire, you confirm that you have read, understood and accepted these Terms & Conditions. These Terms & Conditions form the agreement between The Groom Palace Cheshire and the owner or authorised representative of the pet.
The Groom Palace Cheshire reserves the right to amend these Terms & Conditions at any time. The most up-to-date version will always be available upon request and via our website or booking system where applicable.
Last Updated: 4 July 2026
