Terms & Conditions

By booking an appointment with Grooming by Lucy, you agree to the following terms and conditions.

Deposits

A deposit may be required to secure your appointment.

Where a grooming price is given as a range, the deposit will be calculated using the lowest quoted price.

Deposits must be paid within 48 hours of booking. If the deposit is not received within this time, the appointment may be released and offered to another customer.

The deposit will be deducted from the final cost of your groom.

Cancellations & Rescheduling

When you book an appointment, that time is reserved exclusively for you and your dog.

If you need to cancel or reschedule, please give us as much notice as possible.

• More than 48 hours' notice: Your deposit may be transferred to a new appointment.
• Less than 48 hours' notice: Your deposit will be retained.
• Less than 24 hours' notice or failure to attend: You may be charged up to the full price of the scheduled service.

Any cancellation charge will reflect the loss caused by the cancelled appointment, including whether the appointment can reasonably be filled by another customer.

If Grooming by Lucy needs to cancel your appointment, any deposit paid will either be refunded or transferred to a new appointment, whichever you prefer.

Pricing

Prices quoted before an appointment are estimates based on the information available at the time.

The final price may vary depending on factors including:

• Your dog's size and breed
• Coat condition
• Coat length and thickness
• Behaviour during grooming
• The amount of time required
• Matting or additional coat care
• Any additional services agreed during the appointment

Where possible, we will discuss any significant change in price with you before carrying out additional work.

Collection Policy

We will normally message you approximately 30 minutes before your dog is ready so that you have time to travel to the salon.

Please arrive at the agreed collection time.

We operate a one-to-one grooming schedule so that every dog receives our full attention. Late collections can therefore affect following appointments.

A late collection charge of £5 for every 10 minutes may be applied from the agreed collection time.

If you expect to be delayed, please contact us as soon as possible.

Matting Policy

At Grooming by Lucy, we always prioritise comfort over vanity.

If your dog arrives with a significantly matted coat, we will not put them through prolonged or painful brushing simply to preserve coat length.

Where necessary, mats will be carefully clipped out or the coat may need to be clipped short.

An additional matting charge of £10–£20 may apply depending on the severity of the matting and the additional time, products and equipment required.

Matting can:

• Make grooming significantly more time-consuming
• Cause discomfort or irritation to your dog
• Hide skin problems underneath the coat
• Cause increased wear to professional grooming equipment

Where possible, we will discuss your dog's coat condition and the recommended approach with you before grooming begins.

Welfare & Safety

Your dog's welfare and safety will always come first.

We reserve the right to alter, shorten or stop a groom if we believe continuing would cause excessive stress, discomfort or create a risk to your dog or the groomer.

Where appropriate, we may recommend that grooming is completed over more than one appointment or that veterinary advice is sought.

Please tell us about any medical conditions, injuries, allergies, behavioural concerns or previous grooming difficulties that may affect your dog's appointment.

Aggressive or Unsafe Behaviour

Please let us know in advance if your dog has previously shown aggression, extreme fear or other behaviour that may make grooming difficult or unsafe.

If a groom cannot safely be completed, we may stop the appointment. A charge may still apply for the grooming time and services already provided.

Agreement

By making a booking with Grooming by Lucy, you confirm that you have read and accepted these terms and conditions.