Terms & Conditions

By booking an appointment with Brightmoor Luxury Dog Grooming at either of our locations, you confirm that you have read, understood and agree to the following Terms & Conditions.

1. CANCELLATIONS & RESCHEDULING

We require a minimum of 24 hours’ notice if you need to cancel or rearrange your appointment.

This allows us the opportunity to offer the appointment to another client and helps us avoid losing valuable appointment time.

Where an appointment is cancelled or rearranged after the appointment reminder has been sent, a £15 cancellation fee will apply.

The cancellation fee must be paid before any further appointments can be booked.

We understand that genuine emergencies can happen, and these will always be considered at our discretion.

2. NO-SHOW APPOINTMENTS

Our appointments are reserved specifically for your dog and, particularly with our one-to-one grooming services, cannot usually be filled at short notice.

If you fail to attend your appointment without prior notice, the full price of the booked groom will be payable.

No further appointments will be accepted until any outstanding balance has been paid.

Repeated cancellations or no-shows may result in future appointments being declined.

3. LATE COLLECTION

Brightmoor operates a calm, cage-free grooming environment, so keeping to collection times is important for the welfare of the dogs in our care and the smooth running of the salon.

You will be given an approximate collection time and will usually receive a message approximately 10 minutes before your dog is ready.

If your dog is collected more than 30 minutes after the collection notification, a late collection fee may be charged.

Where possible, please contact us if you are running late.

4. MATTING & COAT CONDITION

We are always happy to advise owners on suitable grooming routines and coat maintenance.

Unfortunately, severely matted coats can be painful and dangerous to remove. We will never put a dog through prolonged or unnecessary de-matting where doing so would compromise their welfare.

Where a coat is severely matted, the safest and most humane option may be to clip the coat short.

Removing a matted coat can expose previously hidden skin conditions or injuries, including:

• Skin irritation, redness or sores

• Bruising

• Cuts or abrasions

• Embedded grass seeds, twigs or foreign material

• Fleas, ticks or other parasites

• Skin infections

• Areas of damaged or compromised skin

Brightmoor cannot accept responsibility for pre-existing conditions or injuries that are discovered once a matted coat has been removed.

In some circumstances, veterinary attention may be recommended.

Additional charges may apply for severely matted coats due to the additional time, specialist handling, products and equipment wear involved.

5. FLEAS & PARASITES

If fleas or other parasites are discovered during your dog's appointment, we may need to take immediate action to protect your dog, our staff and other dogs visiting the salon.

This may include bathing or treatment where appropriate, as well as additional cleaning and disinfection of the grooming area and equipment.

Additional flea, parasite, cleaning or handling charges may apply.

If a significant flea infestation is discovered, the groom may need to be stopped or altered depending on the circumstances.

6. HEALTH & MEDICAL CONDITIONS

Owners must inform Brightmoor before the appointment of any known medical conditions, allergies, injuries, medication, sensitivities or other health concerns that may affect grooming.

You must also inform us of any recent surgery, veterinary treatment or other relevant changes to your dog's health.

By bringing your dog to their appointment, you confirm that you believe they are fit and well enough to undergo grooming.

We take additional care with puppies, elderly dogs and dogs with medical conditions. However, grooming can sometimes be physically or emotionally stressful.

The welfare of your dog will always be our priority, and we reserve the right to modify, pause or stop a groom if continuing would not be in the dog's best interests.

7. BEHAVIOUR, HANDLING & WELFARE

Owners must inform us before the appointment of any history of:

• Aggression

• Biting or attempted biting

• Anxiety or extreme nervousness

• Handling difficulties

• Previous grooming incidents

• Behaviour that may present a risk to the dog, groomer or others

Brightmoor reserves the right to refuse, modify or stop a groom at any stage if we believe the grooming process is unsafe or causing excessive distress.

This may include situations involving injury, illness, aggressive behaviour, excessive anxiety or stress, or an inability to safely handle the dog.

Where appropriate, muzzles, grooming restraints or alternative handling techniques may be used to maintain safety.

These measures will always be used with the welfare of the dog in mind.

8. VETERINARY CARE & EMERGENCIES

Although every reasonable care is taken during grooming, accidents, illness or unexpected medical events can occasionally occur.

If we believe your dog requires urgent veterinary attention, we reserve the right to seek veterinary treatment in an emergency where necessary.

Where possible, we will attempt to contact you or your nominated emergency contact.

Any veterinary costs incurred as a result of an illness, injury, accident or pre-existing condition remain the responsibility of the owner.

9. PHOTOGRAPHY & SOCIAL MEDIA

We love sharing photographs of our gorgeous clients and may occasionally take photographs or videos of dogs for use on our:

• Website

• Social media pages

• Marketing materials

• Training or educational content

• Grooming competitions

If you do not consent to your dog being photographed or featured online, please let us know before their appointment.

10. PRICING

All prices advertised by Brightmoor are "from" prices.

The final price of a groom may vary depending on:

• Breed, size and weight

• Coat type, length & condition

• Matting or tangles

• Grooming style requested

• Behaviour and handling requirements

• Health or welfare considerations

• Additional time required to complete the groom

The final price will be confirmed following assessment of your dog's coat and condition.

Where additional work is required, we will endeavour to discuss this with you wherever reasonably possible.

11. PAYMENT

Payment is due upon collection of your dog, unless an alternative arrangement has been agreed with Brightmoor in advance.

Any outstanding fees, including cancellation, no-show, late collection or additional grooming charges, must be settled before future appointments are accepted.

12. YOUR RESPONSIBILITY

Owners are responsible for providing accurate and up-to-date information regarding their dog's health, behaviour and grooming history.

Please ensure your dog is brought to their appointment safely secured on a suitable lead or in an appropriate carrier.

Owners are also responsible for ensuring that their contact details are correct so that we can contact them during the appointment if necessary.

13. AGREEMENT

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

These Terms & Conditions apply to appointments at all Brightmoor Luxury Dog Grooming locations.

Our priority is always the health, safety, comfort and welfare of every dog in our care, while providing the highest possible standard of professional grooming.