CANCELLATION & CHANGES

• We require a minimum of 48 hours’ notice to cancel or reschedule an appointment.

• Cancellation or rescheduling made with less than 48 hours’ notice will result in the deposit being forfeited.

• Failure to attend an appointment (no-show) will result in the deposit being forfeited.

• Deposits are non-refundable but may be transferred once to a future appointment if at least 48 hours’ notice is provided.

DEPOSIT TERMS

• A 50% deposit is required at the time of booking to secure the appointment.

• Appointments are not confirmed until the deposit has been received.

• Deposits are deducted from the final bill on the day of the appointment

LATE ARRIVALS & PICK UPS

• Late arrivals may result in a reduced service.

• Arrivals later than 30 minutes will be cancelled and deposit will be forfeited.

• As a cage free business, each pet is assigned to a member of staff throughout their visit. To ensure we can continue providing this level of care, we can only offer a 15 minute grace period for pick ups. After this, a late fee of £15 will be applied for every additional 15 minutes of lateness.

SMOOCH CANCELLATIONS

• If for some reason we have to cancel your appointment, your deposit will be refunded to you.

COAT CONDITION & MATTING

• Matted coats require additional time. Please familiarise yourself with our matting policy here.

BE KIND

• Please remember that we are human and we are doing our best to groom your pooches and cats to an amazing standard which can sometimes take longer, especially if a dog’s coat condition is matted or if we are dealing with an anxious dog. Therefore, sometimes we can fall behind schedule and we will always try to maintain your expectations but please be kind to us as we are truly doing our best. We cannot tolerate rude behaviour or disrespect towards our staff. Should a member of staff report rude behaviour, we reserve the right to cancel all future appointments.