one-to-one Dog Grooming
Appointments, Payments and Cancellation Policy
This Policy sets out K9 Glow Up’s procedures and expectations regarding appointments, payments, cancellations and related salon conduct. Its purpose is to ensure the safety, welfare and wellbeing of all dogs in our care, and to maintain a professional, efficient and fair service for all clients.
Appointments
• Clients must arrive promptly at the scheduled appointment time.
• K9 Glow Up may refuse or shorten appointments where arrival is more than 15 minutes late. In such cases, deposit payments may be retained.
• Dogs must be collected at the agreed collection time.
• Late collection will incur a charge of £5 per 15 minutes, reflecting additional staffing and supervision requirements.
• Early drop-off is permitted by prior arrangement only. Unarranged early drop-offs
may be refused.
• Late arrival may result in reduced grooming time, rescheduling, or cancellation
with applicable fees applied.
Cancellations & No-Shows
• A minimum of 48 hours’ notice is required to cancel or rearrange an appointment.
• Rescheduling requests made with less than 48 hours’ notice may be treated as
cancellations.
• Deposits are non-refundable where cancellations occur within 48 hours of the appointment or where appointments are missed without notice.
• Cancellations with less than 48 hours’ notice may incur the full groom fee.
• Repeated late cancellations or no-shows may result in refusal of future bookings at K9 Glow Up’s discretion.
Payment & Additional Charges
• A 20% non-refundable deposit is required at the time of booking. This will be deducted from the final grooming balance.
• Full payment is due upon collection of the dog.
• Accepted payment methods include UK credit/debit card and bank transfer.
• All prices are estimates only and may vary depending on coat condition, behaviour, size, time required, or additional services needed.
• Additional charges may apply, including but not limited to:
o Severe matting or excessive undercoat removal
o Parasite infestations or infectious conditions requiring salon disinfection
o Aggressive, nervous or difficult behaviour requiring additional handling
o Extended grooming time due to coat condition or behavioural issues
• Where reasonably possible, significant changes to the original estimate will be discussed with the owner before the groom is completed.
• Late payments may incur additional charges. Persistent non-payment may result in refusal of future bookings and referral to third-party recovery services.
Right to Refuse Service
K9 Glow Up reserves the right to refuse, suspend or discontinue grooming services at any time where necessary to protect the health, safety or welfare of the dog, staff, or others.
This includes, but is not limited to, cases involving:
• Aggressive or dangerous behaviour
• Evidence of untreated parasites or infectious conditions
• Severe matting where grooming would cause pain or distress
• Any circumstance where continuing the groom is deemed unsafe or unethical
Late Drop-Off & Early Drop-Off
• Clients must notify the salon as soon as possible if running late. Accommodation of late arrivals cannot be guaranteed.
• Appointments delayed by more than 15 minutes may be cancelled and charged in accordance with this Policy.
• Early drop-off is strictly by prior agreement. Unarranged early drop-offs may be
refused.
Document Version: 1.0
Effective Date: 29 May 2026
Review Date: 29 May 2027