Grooming Policies

Before Arrival

• Please ensure your dog has been to the toilet before arriving at the salon to help them stay comfortable during their visit. We also recommend not feeding your pet within 30 minutes of their scheduled appointment for obvious reasons.
   

Drop-Off

• Please make every effort to arrive on time for your appointment. For the safety of all pets, your dog must be on a lead or harness when entering the salon.
• We work strictly by appointment, and each slot is reserved solely for your pet. If you arrive more than 15 minutes late, we may have to reschedule your session. In such cases, the deposit you paid will become non-refundable.
• Late arrivals are treated as missed appointments, which results in lost income for us. We do offer a free appointment reminder to help you stay on schedule.
   

Collection

• As we operate by appointment only, we are unable to accommodate late stays after the salon closes.
• Please be prompt when collecting your pet. A late collection fee of £5.00 will be charged for every 30 minutes after the agreed collection time to cover additional staffing costs.

A £15 deposit is required at the time of booking your dog's grooming appointment. This deposit will be deducted from the total cost of the grooming session if the appointment goes ahead as scheduled.

If you need to cancel, we kindly ask for at least 24 hours’ notice. With 24 hours’ notice or more, your deposit can either be refunded or carried over to your rescheduled appointment. A record of any carried-over deposit will be kept. 

Cancellations can be made by calling the salon on 02830251000 or by emailing grooming@uspca.co.uk. If you cancel with less than 24 hours’ notice, or fail to attend without prior notice, your deposit will be non-refundable.

Refunds will be processed using the same payment method used at the time of booking. If you require a refund to be issued via a different method, please inform the salon and we will do our best to accommodate your request.

If a grooming session has begun but we are unable to complete it due to uncooperative or aggressive behaviour, we may have to stop the session immediately for the safety and welfare of both your dog and our staff.

To help us provide the best and safest care possible, we ask that you are honest about your dog’s temperament during the assessment. If you have any concerns about how your dog may react to grooming, please let us know in advance. This allows us to assess whether your dog is suitable for grooming in our salon and to prepare appropriately for their session.

We politely ask that you ensure your dog is up to date with any flea and tick treatment before their scheduled appointment with us. If you suspect they may have fleas or a tick, please check them thoroughly and inform us as soon as you can if you need to cancel your appointment (please also see cancellation policy).

If we do come across any fleas/ticks on your dog, we will proceed to do a flea and tick wash which will be a minimum additional charge of £5, depending on how bad infestation is.

Here at the USPCA, we do not recommend shaving down double-coated dogs. It is important to realise that shaving a double-coated dog can have a long-term effect on your dog as it will impair the texture and feel of the dog’s natural coat as well as removing its top layer of protection. This will result in the coat not being able to fully grow back which in term can have an impact on your dog well-being. Razor burns are likely which can be painful for the dog and take a while to heal. Dogs with double coats tend to have more sensitive skin so being exposed to the sun and its UV rays will be harmful to them.

We will speak to the owner and only if it is decided that it is necessary for the health and well-being of the dog, we will shave the dog. We may seek advice from your vet on the matter. Under no other circumstance will we shave a double-coated breed. We aim to provide you with the best possible service and will only recommend what we think is best for your dog's coats and their well-being.

Here are a few examples of Double-Coated Breeds:

• Golden and Labrador Retrievers
• German and Australian Shepherds
• Pomeranians
• Siberian Huskies
• Chow Chow
• Newfoundlands
• Bernese mountain dogs

Reasons we don’t recommend shaving double-coated dogs:

• Skin problems can occur - razor burn, sore spots, and skin irritation can happen due to your dog feeling the need to lick and scratch following their grooming session
• The undercoat acts like insulation and is there to regulate the dog's body temperature, shaving this can have an effect on them
• Shaving may seem to help shedding but it is only a temporary fix
• The top coat can be damaged beyond repair which can make shedding unpredictable and uncomfortable for the dog
• The undercoat may become damaged exposing the dog to heat and insect bites
• Alopecia may occur in severe cases - patches of fur may be shorter than in other areas and in worst case scenario may not grow back at all
• The top coat can take up to two years to fully grow back - the texture may be completely different than before the shave, bald patches may occur too
• Shaving can distress the dog and make them feel uncomfortable
• The dog will be exposed to the elements and may get a sunburn, heatstroke, and worst case skin cancer. It may be necessary to take extra precautions for the dog following a full shave such as clothing and sunscreen - we are here to offer advice on this
• It is extremely important to weigh up all of the factors mentioned above before attempting to shave a double-coated dog - we will speak to the client and agree together on what the best plan of action is

If your dog’s coat is matted, you acknowledge and accept that it may not be possible for us to achieve your desired grooming style. While we will always do our best to meet your preferences, a matted coat may require us to clip your dog’s coat shorter than usual for their welfare, comfort and safety.

We are providing you with this agreement because we believe the most humane and kind approach in such cases is to carry out a de-matting or clip-down service, depending on the severity of the matting.

Some coat types are naturally high-maintenance, and factors such as weather, lifestyle, grooming frequency, and your dog’s tolerance for grooming can quickly lead to matting. Matts are common in breeds with curly, fine, or double coats and occur when fur becomes tangled and wraps around itself. If left unaddressed, matting can cause significant discomfort or even pain.

At the USPCA, our top priority is the safety and welfare of your dog. We aim to make each visit as calm and stress-free as possible, so your dog leaves feeling comfortable and cared for after their grooming session.

Under the Animal Welfare Act 2006 (updated 2010), all animals must be protected from pain, injury, suffering, and disease. When matting is present, we believe the most humane approach is to shave the matted areas. While this may seem like a drastic measure, it is often the least painful and most effective method for grooming a matted dog and ultimately in your pet’s best interest.

In accordance with the Act, we will spend no more than 15 minutes attempting to de-mat your dog. Where possible, we will carefully brush or de-mat any areas that can be saved but only if it causes no discomfort. If we observe any signs of stress or distress, we will discontinue the process immediately. Please note, there will be an additional charge for de-matting, as it requires extra time, care, and patience.

In most cases, we recommend a full shave-down to remove all matting safely and humanely. Brushing out severe mats can cause pain and irritation, which we do not believe is in the best interest of your dog. If it is possible to shave only the matted areas and leave other parts longer. This is your preference, and we will do our best to accommodate this. However, please be aware that the result may not appear as smooth or blended as a typical groom.

To prevent matting in the future, we’re always happy to offer advice on coat care and maintenance. Just ask, and we’ll be glad to help.

We believe starting fresh is the kindest and most effective option. Shaving off the matted areas will help restore your dog’s comfort. Due to the tightness of mats against the skin, some skin irritation may occur during the process. With your permission, we will use a medicated or fragrance-free shampoo to help soothe any irritation, and we’re happy to advise you on aftercare as well.

Please also be aware that, in rare cases, nicks or minor cuts may happen. Because mats can sit very close to the skin, we sometimes need to use a short blade to safely remove them. While we take every possible precaution to avoid injury, we want to ensure you are fully informed of this risk.

Our goal is always to ensure your dog’s wellbeing while restoring the coat to a healthy, manageable condition.