T & C

Terms & Conditions

By booking an appointment with The Dog House (Leicester) Ltd trading as The Dog House Canine Spa you agree to the below terms and conditions.

Welfare – Your dogs health, welfare and happiness is our primary concern. A dog will only be groomed within its tolerance of the grooming procedure. If your dog becomes fearful, aggressive or uncomfortable whilst grooming, we, The Dog House Leicester (Ltd) reserves the right the end the groom or offer a work around which may incur further charges.

If we uncover anything that you may not be aware of will inform you. Although unlikely, accidents can happen during grooming. Should anything happen during a groom and we are unable to get hold of you in the first instance you authorise us to seek emergency veterinary treatment. Please note if the groom is abandoned the full cost of the groom is still due.

Fleas – Fleas are not welcome in this salon. If you think your dog may have fleas, please advise us before prior to your appointment. If fleas are found upon your dog an extra £15 will be charged towards sterilization and deep cleaning costs.

Neglected and Matted Coats – If your dogs coat is matted and requires a shave down, we will advise of the possible outcomes releasing The Dog House (Leicester) Ltd from any liability of the post grooming effects.

We photograph and/or video every case of matting and/or neglect brought into the salon for grooming and we also save a sample of fur. We reserve the right to use these items as we deem appropriate.

Normal Condition – It is assumed that you will bring your dog into the salon in Normal Condition. That is; that you groom your dog at home (right down to the skin) regularly between appointments, and that it you will present your dog at the salon in an unmatted and dry state. Any condition other than “Normal” will most probably take us longer to deal with and will therefore incur additional charges.

Pricing – our prices are listed as starting from, this is for dogs who are well socialised to the grooming process and visit regularly according to the time scale advised. The dogs coat must well maintained and regularly brushed in between grooms.

You can expect to pay more if your dog is any of the following; matted, poorly maintained, difficult to manage and uncooperative dogs, overweight or larger than breed standard. A quote will be given on booking but this can alter once the dog is assessed in person, this will be agreed on before the groom commences.

Cancellations – we respectfully require two working days (excluding Saturday and Sunday) notice for cancellation of an appointment so that this slot can be resold. Anything under two working days will require a 50% charge of your usual groom price.

No shows – if you fail to show up for an appointment, a 100% no show fee will be applied and a non-refundable 50% deposit will be taken to secure your next booking.

Late collections – on arrival we will give you a collection time for your dog. The first 15 minutes after this time are free, anything over an above will be charged at £5 per 30 minutes as we have limited crate space. Likewise, if we are running behind schedule we will let you know as soon as we possibly can.

Groom feedback – we will give you feedback after each groom detailing what we have done and anything we recommend between grooms for coat maintenance. We are always contactable for any help or advice you may require and are happy to help, however we can only make recommendations and we cannot offer any veterinary advice. If you are unhappy with any aspect of your groom please let us know whilst you are still in the salon so that we can alter with you present. Reasonable adjustments will be noted for the next groom.

Deposits – a non refundable holding deposit of £25 is taken at your meet and greet appointment or within 24 hours of your booking to secure your appointment which will stay on your file.

Photographs – We may photograph or video your dog during its groom which may be used on our website or social media. If you’d prefer for your dog not to be photographed, please let us know.

Aggression/Dangerous Dogs Act – We reserve the right to refuse to groom any dog that displays signs of any type of aggression and is at risk of injuring itself or a member of staff.

If The Dog House (Leicester) Ltd have not been informed that a dog that bites or is aggressive the groom will be terminated immediately. You will be asked to collect the dog.

The full price of the groom will be charged on collection. Failed to disclose this information may result in refusal of further services.

Banned Breeds – unfortunately due to the limitations of our insurers we are unable to take on any banned breeds under the Dangerous Dogs Act.

Anal Gland Expression – anal gland expression is deemed to be a “veterinary procedure” by some vets and therefore under the Veterinary Surgeons Act we are now prevented from performing this service for you.

Ear Plucking – we don’t routinely offer ear plucking, if ears are clogged, matted or not correctly maintained you will be referred to your Vet.

Pregnant Dogs – we will not groom any pregnant dogs under any circumstances, if you think your dog may be pregnant please inform us at the earliest convenience.

Dogs in season – due to having multiple dogs in the salon at once, some of which are entire, we do not accept dogs in season in an effort to maintain a calm atmosphere in the salon.

Abandoned Dogs – Any dogs abandoned at The Dog House Leicester (Ltd) will be reported to the dog warden as we do not have the facilities to kennel your dog.

Payment for services – payment of services is due immediately on collection of your dog. If you cannot meet this requirement please speak to us before your appointment. Any refusal to pay for services and The Dog House (Leicester) Ltd will take measures to recover the costs of the amount owed.

Owners behaviour – any aggressive, abusive or inappropriate behaviour shown towards any team members, sub contractors or volunteers working for The Dog House (Leicester) Ltd will not be tolerated, you will be asked to leave and full payment will still be required for services received. Any inaccurate, slanderous or inflammatory accusations may result in legal action.

We accept payment via cash or card.

We politely ask that all dogs have been walked and toileted before visiting our salon.

If you are unsure of the tools to use for home grooming or how to do it please ask us and we’ll advise accordingly.


The Dog House