Terms & Conditions

By booking an appointment with Brightmoor at either location, you are agreeing to the following Terms & Conditions.

Late Cancellation

We kindly require a minimum of 24 hours’ notice if you need to cancel or rearrange your appointment. This allows us the opportunity to contact clients on our waiting list and fill the appointment space.

If a cancellation is made after your appointment reminder has been sent, a £15 cancellation fee will apply. This fee must be paid before any future appointments can be booked.

No Shows

As a small one-to-one business, missed appointments create a significant loss of earnings. Unfortunately, appointments cancelled without notice cannot usually be filled at short notice.

In the event of a no show, the full groom price will be payable. No further appointments will be made until the outstanding balance has been settled.

Late Collection

To maintain our calm, cage-free environment, we rely heavily on appointment times and the smooth running of our day.

You will be given an approximate collection time and sent a message approximately 10 minutes before your dog is ready. If collection is more than 30 minutes after this message, a late collection fee may be charged upon collection.

Matting

At Brightmoor, we do all we can to educate owners on appropriate coat care and maintenance for their pets. Unfortunately, matted coats are something we do encounter regularly.

Matting is not only uncomfortable and painful for your dog, but it can also be dangerous to remove. We will never attempt to de-mat a severely matted coat, and in these cases the only humane option is a short clip-off.

Clipping a matted coat may reveal underlying issues or welfare concerns that were not visible prior to grooming, including but not limited to:

• Skin irritation or sores

• Bruising

• Embedded seeds or twigs

• Fleas, ticks or mites

• Skin infections

• Cuts or abrasions

Brightmoor accepts no responsibility for pre-existing conditions discovered during or after the grooming process, and veterinary treatment may be advised.

As removing matted coats requires additional time, products, and increased wear on equipment, additional charges may apply.

Fleas & Parasites

If fleas or other parasites are discovered during the grooming appointment, treatment may be required immediately to protect the salon environment and other dogs.

Additional cleaning, treatment, or handling charges may apply.

Health & Medical Conditions

Owners must inform Brightmoor prior to the appointment of any medical conditions, allergies, injuries, behavioural concerns, or sensitivities that may affect the grooming process.

By attending an appointment, owners confirm that their dog is fit and healthy enough to be groomed.

Extra care is always taken with elderly dogs, puppies, and dogs with health conditions; however, grooming can sometimes be stressful. Brightmoor will always prioritise the welfare of the dog and reserves the right to modify or stop a groom if necessary.

Behaviour & Welfare

Owners must disclose any history of aggression, biting, anxiety, or handling difficulties before the appointment.

Brightmoor reserves the right to refuse or suspend a groom at any stage if it is deemed unsafe or overly stressful for the dog or groomer. Reasons may include injury, illness, aggressive behaviour, or excessive stress levels.

Muzzles, grooming restraints, or alternative handling methods may be used where necessary for safety purposes.

Veterinary Care & Emergencies

In the event of an emergency, illness, injury, or accident during the grooming process, Brightmoor reserves the right to seek veterinary treatment for your pet if deemed necessary.

Any veterinary costs incurred remain the responsibility of the owner.

Photography & Social Media

Photographs and videos may occasionally be taken for training, competition, website, or social media purposes.

Please inform us prior to your appointment if you do not consent to your dog being photographed or featured online.

Prices

All published prices are “from” prices only. Grooming prices may vary depending on:

• Dog size and weight

• Coat type and condition

• Grooming style requested

• Behaviour and handling requirements

• Health considerations

• Time required to complete the groom

Final pricing will be confirmed following assessment of your dog’s coat and condition.

Payment

Payment is due upon collection of your dog unless agreed otherwise in advance.

Agreement

By booking an appointment with Brightmoor, you confirm that you have read, understood, and agreed to these Terms & Conditions.