Terms & Conditions.

Your dog’s welfare comes first

Every decision made during a groom is made in your dog’s best interest. Where a choice arises between the finish you requested and your dog’s comfort or safety, welfare will always take priority.

Matted coats

Severe matting is painful and cannot always be safely brushed out. In line with the Animal Welfare Act 2006, if your dog’s coat is significantly matted, it may need to be clipped short rather than de-matted. We will always discuss this with you before or during the appointment wherever possible.

Please be aware that shaving a matted coat can reveal pre-existing skin irritation, sores, or parasites that were hidden beneath the matting — Rusty’s Grooming Co cannot be held responsible for conditions uncovered in this way. An additional charge may apply for the extra time and care a matted coat requires.

Accidents and injuries

Grooming involves sharp tools, machinery, and animals that move. While every possible care is taken, you accept that grooming carries an inherent risk of minor injury — nicks, grazes, or clipper irritation — particularly with dogs who are anxious, wriggly, elderly, or matted. By booking, you acknowledge and accept this risk. Any incident, however minor, will be brought to your attention at collection.

Health and behaviour

Please tell us about any health conditions, allergies, injuries, or behavioural concerns before the appointment — including anything that has changed since your last visit. We reserve the right to stop a groom if a dog becomes too distressed or presents a risk to themselves or the groomer. In this case, a charge may still apply for the work completed.

Cancellations and missed appointments

We groom one dog at a time, so a missed slot cannot be filled at short notice.

• Cancellations with more than 48 hours’ notice: no charge.
• Cancellations within 48 hours of the appointment: 50% of the booked groom price.
• Cancellations within 24 hours, or failure to attend: 100% of the booked groom price.

If your dog is unwell, please let us know as early as you can — we’ll always be reasonable where we’re able to be.

Punctuality

We groom one dog at a time to a set schedule, so please arrive on time. If you’re running late, call or message us as soon as you can. We’ll do what we can in the time left, but a late arrival may mean a shorter groom or moving the appointment to another day.

Payment

Payment is due in full on collection, by bank transfer or cash.

Fleas and parasites

If fleas are found during the groom, your dog will be treated with a flea shampoo and an additional charge will apply to cover treatment and the sanitisation of the studio.

Photographs

With your consent (recorded during onboarding), we may photograph your dog before, during, or after their groom for our website and social media. You can withdraw this consent at any time.

Your details

We use your details only to arrange and look after your dog’s grooms, and to reply when you get in touch. They are never sold or passed on.

If you start a booking on this website and don’t send it, we keep what you’ve typed — your name, email, mobile, the visit and time you were looking at, and how far you got — so Jayne can help you finish if something went wrong. We do this because it’s in both our interests to get the booking you started made (the law calls this legitimate interests), and it’s used for nothing else. Jayne’s daily reminder email mentions only your first name, the visit and time you were looking at, and how far you got; your contact details stay in our booking system and are deleted within 30 days if the booking isn’t sent. Once you send it, your booking request holds your details instead and this copy is deleted straight away — as it is if you tap “Don’t keep them” on the form.

You can object to this, or ask us to delete anything we hold about you, at any time — call or text 07305 511748, or email bookings@rustysgroomingco.co.uk.

Changes to these terms

We may update these terms from time to time. The version published on this website at the time of your booking is the one that applies.