Levels Dog Care Groomers

By booking an appointment with Levels Dog Groomers you agree to the following terms and conditions. Health and Well-being: General Health - Owners must ensure their dog is fit, healthy and suitable for grooming. Grooming may expose underlying health conditions. Levels Dog Groomers will not be held responsible for any pre-existing conditions that may become apparent during or after grooming. Pregnant, new mum or in season Dogs- For the safety and well-being of your dog, I am unable to groom dogs that are pregnant, still feeding pups or dogs that are in season. Please inform me prior to your appointment if your dog falls in these categories. Ear Infections & Other Conditions- Dogs with active ear infections, open wounds, contagious skin conditions, or other health concerns will not be groomed until the condition is treated and cleared by a vet. ( On-going conditions cleared by a vet to be groomed will be allowed). Vet Care & Liability- While every care is taken during grooming, dogs can occasionally experience unexpected issues (e.g. stress related reactions, pre-existing conditions, skin sensitivity, or accidental injury). If, in my professional judgement, your dog requires urgent vet attention while in my care, I will make every reasonable effort to contact you immediately. If you cannot be reached, I reserve the right to seek vet attention on your behalf. Pre-existing conditions or health-related issues (such as ear infections, skin irritations, seizures, or stress-related illness) - The owner is responsible for all costs. Accidents or injuries directly caused by the groomer - Costs will be covered by the groomer. If an injury or illness is caused by an accident outside of my control (e.g. sudden movements, severe matting, unforeseen reaction or medical episodes during grooming) Groomer will help cover the cost. Owner Responsibility- Owners must disclose any medical, behavioural, or physical issues prior to grooming. Failure to do so may result in refusal of service. Where every care is taken, Levels Dog Groomers are not liable for any injury, stress, allergic reaction, or after-effects of grooming where full disclosure of the dog's condition has not been made by the owner. It is the owners responsibility to ensure their dog is up to date with flea, worming and vaccinations and it is at their own risk bringing a dog into the salon who isn't up to date with flea, worming or vaccinations Customers agree to make Levels Dog Grooming aware of any changes to their dogs health or well-being, as well as any changes to their own contact information. Behaviour & Safety: Aggressive Behaviour- If a dog shows aggression or is unmanageable during grooming, the session may be stopped for safety reasons. Owners are liable for any injury caused to staff or damage to equipment due to behaviour. Sedation- I do not administer sedation. If your dog requires sedation, I can only accept dogs who have over the counter sedatives or sedatives that DO NOT require a vet to monitor the dogs heart/breathing while on the sedative. Cancellations, No shows, Late arrival or Pick up- Cancellations- Please provide at least 48 hours notice if you need to cancel or reschedule. Late cancellations or missed appointments may incur a fee. No-Shows- Customers who fail to attend their scheduled appointment without notice will be considered a ''No Show''. No-show will result in losing the deposit paid when the booking was made, to cover some of the profit lost. Repeat no-shows may result in refusal of future appointments. Late Arrivals- Please arrive at your scheduled appointment time, if you arrive more than 15 minutes late,I may be unable to complete the full grooming service. In this case, the appointment may be shortened, type of service changed, rescheduled, or cancelled and you may lose your deposit. Late Pick-up- Late pick-ups run into the next dog's appointment time so your dog must be collected promptly at the agreed pick-up time. Dogs must be collected promptly at the agreed pick-up time. Your dog will have to wait in a crate until your arrival and a late pick-up fee of £5 may be charged for dogs not collected within 15 mins of collection time. Appointments, Scheduling & Pricing- If the details provided such as breed, coat condition, size, or special requirements are inaccurate or incomplete, the appointment time may need to be extended, adjusted or rescheduled. Grooming times are estimates only. Some pets may require more time due to coat condition, behaviour, or health needs. Appointments may be longer than originally scheduled. Prices are quoted based on the information given when booking. If the dog's condition or needs differ from the description provided (e.g. matting, fleas, coat length, size, or temperament) the final price may be adjusted accordingly. Matting- Matted Coats- In cases of severe matting, the coat may need to be clipped short for the welfare of the dog. This will be discussed with the owner, but the final decision will be made with the dog's best interest in mind. (See matting policy for more details). Fleas- For the well-being of all the dogs in our care, as well as to maintain a clean and hygienic grooming environment, I cannot accept dogs that are known to have fleas. If fleas are found on your dog during the bath they will be given a mandatory flea bath treatment at the owners expense- £5 If the infestation is severe, I may refuse your dog until the infestation is treated. Owners are responsible for ensuring their dogs are on regular flea prevention treatments. Dogs carrying fleas may result in additional cleaning and sanitation fees to protect other dogs in our care and maintain salon hygiene. Photos & Social Media- I may take photos or short videos of your dog before, during, or after grooming. These images may be used for record keeping, educational purposes, or promotional use on our website, social media, or marketing materials. No personal client information will ever be shared. If you do not wish for your dog's name and/or image to be used, please let me know before or at your appointment. (There is also a consent tick box on the check in form) MATTING POLICY At Levels Dog Care Groomers, the comfort and safety of your pet is our priority. Severely matted coats can pose health risks and cause significant discomfort for dogs. To ensure the best care possible, I have implemented the following matting policy: What is Matting? Matting occurs when a dog's fur becomes tangled and knotted to the point where it cannot be brushed out. It can cause: Skin irritation or infections Restricted movement Pain when touched or groomed Hiding of parasites, wounds, or foreign objects My Approach I believe in humanity over vanity. While I strive to maintain your pet’s preferred style, I will not attempt to de-mat a dog if it will cause pain, stress, or injury. Matting Removal Options If your dog has mats that cannot be brushed out without causing pain: I will shave down the affected areas or the entire coat. This will be done as safely and comfortably as possible using professional grooming tools. The groomer will discuss this with you at drop-off if matting is noticed. Additional Charges De-matting and shaving require extra time, skill, and care. As such a de-matting fee of £5-£10 will be charged depending on the severity of the matting. Risks of Matting Removal Removing mats may expose or cause: Nicks, cuts, or abrasions due to matting being close to the skin Post-grooming irritation or itchiness Temporary behaviour changes (e.g. lethargy, excessive licking) By proceeding with grooming, you acknowledge these risks and give me permission to proceed with mat removal as needed. Prevention To prevent future matting: Brushing your dog regularly, especially for breeds with longer or curly coats Schedule grooming appointments every 4–8 weeks Use detangling sprays or ask us for home grooming advice Owner Acknowledgement By leaving your dog in our care, you understand and agree to the above matting policy. If you have any questions or special concerns, please speak with your groomer at drop-off.