Our priority is always the health, safety and comfort of your dog. These terms are in place to keep every visit safe, calm and positive — for your dog and for us. Please take a moment to read them before booking.

Pet Health and Safety

Our primary concern is the health and safety of your dog. We take every precaution to protect their wellbeing throughout their groom. In the event of an emergency, or if a serious health issue is discovered, we will seek immediate veterinary care. The pet owner acknowledges that we are not liable for any conditions or problems that predate our services, and agrees to be responsible for any veterinary expenses incurred as a result.

Disclosure of Medical Conditions

It is important that the pet owner informs us of any known medical conditions, lumps, bumps, old injuries, allergies or sensitivities before the grooming appointment. Knowing about these in advance allows us to keep your dog safe and comfortable throughout their visit.

Non-Veterinary Advice

While we have extensive experience in dog care and grooming, any health-related advice we provide is based on our own experience and should not replace professional veterinary advice. For any health concern, we strongly recommend consulting a veterinarian.

Matting and Coat Condition

A matted coat is far more than a cosmetic issue. Tight matting pulls constantly on the skin, traps moisture and dirt against it, restricts air to the skin, and can conceal sores, grazes, lumps or parasites underneath. Brushing severe matting out is painful and stressful for a dog, and is often not possible without prolonged discomfort. In these cases, the kindest and safest option is to clip the coat short and allow it to regrow healthily, giving the dog a clean, fresh start.

Please be aware that clipping a matted coat carries a genuine risk of small nicks, grazes or skin irritation, however carefully the work is carried out. This is not a sign of careless grooming — it is the nature of the matting itself. Mats pull the skin up into tight ridges and folds, and warts, skin tags and thin, fragile skin can be hidden completely beneath the coat until it is removed. Our grooming is carried out to ICMG-qualified standards, using expert techniques and top-quality equipment to keep this risk as low as possible, and your dog’s comfort and safety are always our absolute priority. However, with a badly matted coat this risk can never be fully removed. Where a dog’s coat is matted, the pet owner accepts this small, unavoidable risk as part of the humane de-matting process.

In line with the Animal Welfare Act 2006, we will always aim to gently detangle a coat where it is safe and comfortable to do so. Where detangling would cause a dog distress or pain, we will clip the coat short instead in order to protect their welfare. The pet owner understands that grooming out a matted or neglected coat may also lead to short-term after-effects, such as itchiness or skin sensitivity as the skin adjusts. These effects result from the condition of the coat prior to our services and are not the responsibility of Fur By Freya.

Right to Decline or Stop a Groom

We reserve the right to decline, pause or discontinue a groom, at our discretion, where we consider that it cannot be carried out safely or without causing a dog undue stress. This includes dogs whose coat or condition is too severe to groom safely, which may be declined on the day, including turning a dog away at drop-off. It also includes dogs that pose a safety risk to themselves or to our staff, in which case a muzzle may be used for the safety of all parties, or the groom may be stopped. Should any concern arise during an appointment, we will always stop, prioritise the dog’s welfare, and discuss the situation with the pet owner.

Additional Costs

Some grooms require considerably more time and care than a standard appointment. Additional charges may apply for de-matting or coat work requiring significant extra time, for dogs needing additional handling and support, and for late pickups or missed appointments. Where a dog arrives with fleas, a charge will be applied to cover the cost of treatment and fumigation, ensuring the salon remains safe for every dog that follows.

Appointments and Late Arrivals

Please arrive on time so that we can provide your dog with the full, unhurried appointment they deserve. As we groom one dog at a time, clients arriving more than half an hour late may not be able to be accommodated that day and will need to reschedule.

Pick-Up

Please collect your dog at the agreed time, and inform us as soon as possible if you anticipate being late. A charge may apply for pickups significantly beyond a reasonable grace period.

Cancellations and No-Shows

If you need to cancel or reschedule, please notify us as far in advance as possible. As a one-person salon, a late cancellation or no-show is an appointment that cannot be offered to another dog. Repeated late cancellations or no-shows without good reason may result in restrictions on future bookings.

Use of Photos

We may take photographs or videos of your dog for marketing and educational purposes, without disclosing their name or any personal details. These images remain the property of Fur By Freya, and will not be sold or have their copyright transferred without the owner’s consent. Owners who would prefer their dog not to be featured need only let us know.

Concerns, Feedback and Satisfaction

The satisfaction of every client, and the wellbeing of every dog, matters to us. If you are unhappy with any aspect of your dog’s groom, or have any concern following your visit, we ask that you contact us directly and promptly — ideally within 24 to 48 hours of the appointment — so that we have the opportunity to discuss the matter and put things right wherever possible. This may include minor adjustments, such as additional trimming, or a discussion of any other concern. Raising any issue with us directly, and allowing us a fair opportunity to resolve it, is always the quickest and most effective route to a resolution. Concerns raised outside this window may limit the options available to us to offer any adjustment or recourse.

By booking with Fur By Freya, the pet owner acknowledges and agrees to these terms and conditions, so that together we can ensure a safe, calm and positive experience for every dog.