Terms of service

These are the everyday booking terms for The Floof Spa. They're written in plain language rather than legal jargon — the goal is that you know exactly what to expect before you book.

Bookings

Every appointment is personally confirmed by Joanne so she can understand your dog, coat condition and grooming needs before booking. A final price is agreed before the groom — never at pickup. If something changes on the day (e.g. a heavier-than-expected matting or a new health concern), Joanne will pause and discuss with you before continuing.

Cancellations and no-shows

• Please give at least 24 hours' notice to cancel or reschedule.
• Short-notice cancellations and no-shows may be charged up to 50% of the quoted price. Life happens — we'll always be reasonable.

Vaccinations

Proof of up-to-date core vaccinations (or a vet's exemption letter for medical cases) is required. If a dog arrives without proof, we'll reschedule rather than groom.

Matted coats

If a dog's coat is severely matted, humane shaving will be used rather than painful de-matting. Welfare comes before appearance — we'll discuss options with you at the time so you can make an informed decision.

Health and behaviour

Please share any health issues (arthritis, skin conditions, heart issues, reduced mobility), anxiety or bite history before the first groom. Pace, handling and positioning will be adjusted accordingly. Joanne reserves the right to stop a groom if it becomes unsafe for you, the dog or the groomer.

Payment

Payment is taken on the day of the groom — card, cash or bank transfer. A small deposit may be requested to secure an appointment during busy periods; this is deducted from the final price.

Photos

Joanne sometimes takes before/after photos for the portfolio. If you'd prefer we didn't share your dog on social media or the website, just let us know — no problem.

Liability

The Floof Spa takes every reasonable care with every dog, but grooming does involve sharp tools and unpredictable animals. If an incident happens, we'll be honest, contact you straight away and cover reasonable veterinary costs where we're at fault.

Contact

Any questions? Email jo@thefloofspa.com.