Our Policies & Surcharges

Our Policies: FAQ

Cancellation, Rescheduling & No-Shows

Please understand that when you forget, or cancel your appointment without sufficient notice, we miss the opportunity to fill that appointment time, and for no-shows, waste resources as our Hydrobath pre-heats for 30 mins prior to your arrival. It is strictly your responsibility to record/remember your appointment date/time once we've confirmed this with you.

Clients who cancel less than 24 hours prior will be charged 100% of the reserved service amount, and may be requested to pay the full cost up front on future bookings.
There are no fee's applied for cancellations or reschedules that have given 24 hours or more notice.
No-shows will be charged 100% of the reserved service amount, and may be requested to pay the full cost up front on future bookings.

Early/Late Arrivals

Please make it your priority to arrive on time for all your appointments as appointment times are not flexible. While we do our utmost to accommodate everyone, customers arriving more than 20 minutes early may be asked to wait, or come back at their scheduled time. Clients arriving more than 20 minutes late may miss their treatment time, resulting in a no-show penalty. We do appreciate clients may be late through no fault of their own, however we also have a duty to our other clients who keep to their appointment times.

We reserve the right to charge 100% of the reserved service amount for appointments missed due to lateness
Pre-payment may be requested for clients who continue to be late for appointments

Deposits

All deposits are used as a part payment towards your service
Deposits are non-refundable
Deposits will be taken in the event of late cancellations/no-shows as outlined in our cancellation and rescheduling policy above
New customers may be asked to pay a £10 deposit.
Deposits can be made either by bank transfer or by card online (a unique payment link will be sent to you), or in person by card/cash.

Pricing

We are a bespoke dog grooming studio, with our prices reflecting the time, care and expertise that go into getting the groom right for each and every dog. Prices are 'from', and will vary depending on breed, size, coat condition, temperament/behaviour and style requests (breed standard/show cuts involve extra time and skill, and will incur an extra charge). Any initial prices quoted over the phone or online, are indicative only and subject to confirmation at the consultation.

We reserve the right to charge additional fees for services we consider above the normal, covered by our standard rates (such as aggression, or matted/neglected fur). Prices are subject to change without prior notice.

View our price list here.

Fleas

Please note that dogs with fleas cannot be accepted. If your dog has fleas, please treat them prior to your appointment. Should your dog be brought to us with infestation which is discovered after the groom has started, a flea surcharge of £15.00 will apply.

This covers the cost of flea elimination. Dogs with fleas are washed 2-3 times with specialist shampoo, towels must be bagged and laundered separately, and the studio thoroughly cleansed and disinfected.

Health

If your dog is unwell (eg. vomiting, diarrhoea, kennel cough) please don't bring him/her to the studio, for their own comfort, and the safety of our other canine clients. Please advise us of any change in your dogs health or medical condition upon arrival, so that we may update your pets file. We are unable to accept dogs which are in season or pregnant.

All pooch's receive a 10 point health check before their groom will commence, if we come across any abnormalities or issues then we will inform you of this when you collect your dog and give you advice on what to do next.

Treatment Times

An approximate completion time will be given for your selected service at drop-off, and we will call or text you when your pooch is ready to collect. Please be patient if we take a little longer, as treatments are tailored entirely to your dogs temperament, and individual needs, and will not be rushed. Doggy parents arriving early to collect, puts pressure both on the stylist, and dog during what would otherwise be a stress-free grooming experience.

Behaviour

We reserve the right to refuse any pet who pose a detriment to staff or other pets in our care such as aggression, destruction and persistent urination and/or defecation. In the unlikely event your treatment is cut short for such reasons, 100% of the reserved service amount will be charged, irrespective of completion. Any damage may be paid for.

Excluded Breeds

Due to the risks posed by particular breeds, we do not accept the following:

- Doberman - German Shepherd - Chow Chow - Mastiff Breeds - Dogue De Bordeaux - Bully Breeds (eg. American Pit Bull, Staffordshire Pit Bull) - Rottweiler - Akita

Matting/Neglected Fur

Because the de-matting process involves extra time, care and skill, and blunts blades, surcharges will apply depending on the severity. This will be discussed with you during their consultation. Matted and neglected fur on dogs require shorter blades to get under the coat and minor irritation or small grazes on the skin is an unfortunate hazard of the process and one Barks & Tails cannot be held responsible for.

Minor matting £5 - £10
Moderate matting £10 - £15
Severe matting £15 - £20

In extreme cases, often the kindest option is to take it all off, and start fresh. In such cases, you'll be given a separate waiver form to complete. Additional charges will be judged by severity and discussed at consultation. Failure to advise us of any severe matting when booking, may result in your dog being turned away. This is due to the extra time needed, as such appointments need special allocation, and can sometimes require two people.

Late pick-up fees

Pick up will be due either at the pre-arranged time discussed at consultation, or when we contact you (we'll always contact you in advance to allow you extra time to travel to us). Owners who are later than 30 minutes will be charged a sitting fee of £5.00, and £5.00 per 15 minutes thereafter. In the unlikely event that you fail to collect your dog, we reserve the right to charge £75.00 per night board. If you would like for us to co-ordinate with an existing day-care provider or dog walker, please ensure we have their contact details.

Data Protection & Client Registration

We keep detailed records of all dogs, treatments and responsible staff. New clients must complete a waiver form and provide personal information which will be retained by Barks & Tails and treated in line with GDPR. All of this information is stored securely and confidentially, and under no circumstances will be shared with any 3rd party.

Client records/registration will be held for no longer than 12 months since your last visit. After which, your profile, and grooming history will be erased, and you'll need to re-register if you wish to book. This is to allow space for clients on waiting lists to register with us. If you move out of area, or no longer wish to be a customer of ours, please let us know.

For more information, or to view our privacy notice click here.

Satisfaction Policy

If for any reason you are not completely satisfied with the treatment received, please advise us within 2 business days so we can do our best to rectify it. Your satisfaction is important to us, so if you'd like something done differently, let us know, and we'll do our utmost to make it perfect.

Payment

We accept cash and all major credit cards including Apple Pay and Google Pay.

Our Policies: Clients