Terms and Conditions

At Dog & Throne Luxury Pet Spa, the welfare, comfort and happiness of every pet is at the heart of everything we do.

These Terms and Conditions explain how our services operate and help ensure a safe, professional and enjoyable experience for both pets and their owners.

By submitting an application form, attending a Meet and Treat consultation, booking an appointment or using our services, you agree to these Terms and Conditions.

These Terms apply to all grooming, spa, hand stripping, teeth cleaning and cat grooming services provided by Dog & Throne Luxury Pet Spa.

Every new pet must complete our onboarding process before their first appointment.

This process allows us to understand your pet's individual needs and ensure we can provide the most appropriate care.

Our onboarding process includes:

• Completion of an application form

• Attendance at a Meet and Treat consultation

• Appointment booking

Meet and Treat consultations are provided free of charge.

During the consultation we assess factors such as coat condition, temperament, health considerations, handling requirements, grooming history and owner expectations.

Following assessment, we will recommend a suitable grooming schedule and provide a quotation based on your pet's individual requirements.

We do not provide confirmed pricing before assessment.

In some circumstances, we may decide that a particular service, style or appointment is not suitable for your pet. Where this happens, we will explain our recommendations and discuss alternative options wherever possible.

Every pet is different and our pricing reflects the time, skill, care and attention required for each individual appointment.

Prices are influenced by factors including coat condition, coat maintenance, temperament, handling requirements, grooming frequency, styling requests and overall appointment time.

Following assessment, we will recommend a grooming schedule designed to support your pet's coat condition, comfort and welfare.

Quoted prices are based on that recommended schedule being maintained.

Where appointments are booked beyond the recommended interval, additional charges may apply to reflect the increased work required.

Where coat condition, behaviour, maintenance or appointment requirements differ significantly from the original assessment, pricing may be adjusted accordingly.

A valid payment card must be held on file before appointments are confirmed.

By booking an appointment, you authorise Dog & Throne to charge the card held on file for:

• Services provided

• Late cancellation fees

• Missed appointment fees

• Appointment amendment fees

• Additional agreed charges

• Outstanding balances owed under these Terms

Dog & Throne does not store full payment card details directly. Payments are processed securely through approved third party providers.

Existing deposits previously paid to Dog & Throne will remain credited to your account and may be applied against future services. Any remaining balance may be refunded if you cease using Dog & Throne services.

Additional charges may apply in certain circumstances. Details can be found in Annex A of these Terms.

We understand that plans sometimes change.

Appointments may be cancelled, rescheduled or amended without charge where at least 72 hours' notice is provided.

Appointments cancelled, rescheduled, shortened, downgraded or otherwise amended with less than 72 hours' notice will be charged at 100% of the original appointment value.

Failure to attend an appointment will result in 100% of the original appointment value being charged.

Clients arriving more than 15 minutes late may be treated as a missed appointment where sufficient time is no longer available to complete the service safely and to the standard expected.

Exceptional circumstances may be considered at our discretion.

The welfare of your pet will always take priority over achieving a particular style or finish.

Owners must provide accurate and up to date information regarding their pet's health, behaviour and welfare.

This includes any medical conditions, medication, allergies, mobility concerns, behavioural issues, anxiety, handling sensitivities, previous biting incidents or previous grooming difficulties.

Failure to disclose relevant information may result in services being modified, stopped or refused.

Where appropriate, Dog & Throne may use safety equipment, including muzzles, to protect both pets and staff.

Some pets require additional time, support or handling during their appointment. Additional charges may apply where a pet requires extended appointment times, additional handling support, multiple groomers, additional breaks or specialist behaviour management.

If at any point continuing a service would compromise the welfare of the pet or the safety of staff, we may modify, shorten or stop the appointment.

Where this happens, charges remain payable for the time spent and work completed.

Completion of a groom cannot be guaranteed where welfare concerns arise during the appointment.

Dog & Throne may refuse or discontinue services where welfare concerns exist, behaviour presents a safety risk, a pet cannot be handled safely, repeated breaches of these Terms occur, or staff are subjected to abusive, threatening or inappropriate behaviour.

Healthy coat maintenance is an important part of your pet's overall welfare.

Severe matting can cause discomfort, pain, restricted movement, skin irritation and other health concerns.

Where a coat is severely matted, clipping may be the most humane and welfare appropriate option.

By presenting a matted pet for grooming, owners acknowledge that matting may conceal skin irritation, sores, parasites, lumps, bruising and other underlying conditions.

Following removal of a heavily matted coat, pets may experience temporary redness, itching, skin sensitivity, clipper irritation or discomfort.

Additional charges may apply where matting or excessive coat maintenance significantly increases the work required.

All decisions relating to coat removal will be made with the pet's welfare as the primary consideration.

Teeth Cleaning 

Ultrasonic teeth cleaning is a cosmetic, non veterinary service and is not intended to diagnose, treat or cure dental disease.

Results vary between pets and ongoing maintenance is essential.

A consultation is required before treatment begins.

Where appropriate, treatment may follow a Fresh Start, Restoration or Maintenance approach.

To remain eligible for maintenance appointments, teeth cleaning visits must not exceed 6 weeks between appointments.

Where more than 6 weeks has elapsed, Dog & Throne may recommend reassessment, longer appointments, additional charges or a return to a Fresh Start or Restoration programme.

Eligibility for any maintenance programme remains at Dog & Throne's discretion.

Hand Stripping

Suitability for hand stripping will always be determined by Dog & Throne.

Coat type, coat condition, previous grooming history, age, health, neutering status and owner maintenance can all affect suitability.

While every effort will be made to achieve the desired result, specific outcomes cannot be guaranteed.

Following assessment, we will recommend an appropriate maintenance schedule.

Additional charges may apply where excessive coat growth, poor maintenance or extended grooming intervals increase the work required.

Cat Grooming

Cat grooming is provided with welfare as the highest priority.

Owners must disclose any known health, behavioural or handling concerns before the appointment.

Where a cat becomes excessively stressed or handling presents a welfare concern, the appointment may be modified, shortened or stopped.

Charges remain payable for the time spent and work completed.

Severely matted coats may require clipping for welfare reasons.

Dog & Throne does not provide sedation. Where sedation is required, referral to a veterinary professional may be recommended.

If a pet becomes ill, injured or requires urgent veterinary attention whilst in our care, Dog & Throne may seek veterinary treatment where reasonably necessary.

Every reasonable effort will be made to contact the owner first.

Owners remain responsible for veterinary costs unless treatment is required as a direct result of proven negligence by Dog & Throne.

Pets should be collected promptly once notification has been provided that their appointment is complete.

Pets remaining at the salon more than 30 minutes after notification may incur a late collection fee in accordance with our current fee schedule.

Clients may be asked to provide an emergency contact.

Collars, leads, harnesses, carriers, clothing and other personal pet belongings left at the salon remain the responsibility of the owner. While we will take reasonable care, Dog & Throne accepts no liability for loss, theft or accidental damage unless caused by negligence.

Where a pet remains uncollected and welfare concerns arise, Dog & Throne may make alternative welfare arrangements. Any associated costs remain the responsibility of the owner.

Photographs and videos may be taken during appointments and used for marketing, educational and promotional purposes.

Clients who do not wish their pet to appear in marketing materials should notify Dog & Throne during the Meet and Treat consultation or prior to the appointment.

Any concerns should be raised as soon as possible.

Formal complaints must be submitted in writing within 48 hours of collection.

Personal information is collected only for the administration of services, communication, welfare records and payment processing.

Information will not be shared with third parties except where necessary to provide services, process payments or comply with legal obligations.

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

By attending a Meet and Treat consultation, booking an appointment or using Dog & Throne services, you confirm acceptance of these Terms and Conditions.