Lock's Dog Grooming Standard Policy Terms & Conditions are set out below. Once you have booked an appointment for your dog(s), you are agreeing to the policy and the conditions contained therein. 

Initial Contact 

Customers calls will automatically be switched to voicemail as dogs are provided with a distraction free groom, with 1-1 attention time.  As a sole groomer, text messages, Facebook Messenger, WHATSAPP or emails will generate a quicker response, but I do appreciate people like to chat to their potential groomer. I do respond to customers the same day once I'm dog free.

Appointment system

Please note that I operate by appointment only, ad-hoc visits are disruptive to the groom.  I work 1-1 without interruptions and distractions so the dog receives my undivided attention.  Please do not just turn up on the hoof expecting to be seen.  I'm happy to have a pre-groom assessment with potential customers and their pets but please make an appointment first.

Initial groom and prices

I perform a short assessment prior to the groom, this is so that I can assess the size, condition of your dog's coat/skin, ascertain any health issues, behavioural traits etc before the appointment.  After I have assessed your pet(s), I can provide you with a price. I do not have price lists, customers dogs are treated as individuals and prices are reflective of their needs.  My prices are based per dog for a full groom, any alterations to the groom such as clip only, I work at an hourly rate of £30 per hour. 

Arrival 

I usually groom one dog (or one family of dogs to a max of 3) at my salon per day, giving each each dog my full undivided attention for as long as it needs. Therefore, I request that your pet(s) are dropped off at an allotted time (between 9.00am and 9.30am or between 2pm and 2.30pm)- but I can only provide this unique service if you turn up on time.  If you are delayed in handing your dog(s) over for their groom, I may not be able to complete the treatment in its entirety, but I will still charge the full grooming fee.  I appreciate that delays can happen, but if you are aware of a change in your circumstances that will cause a delay in dropping your pet off before grooming day, please contact me at your earliest convenience, as the salon is prepared in advance ready for your pet's arrival.  

Groom requests

I'm happy to discuss clipper blade length and trimming requirements, however I'd be grateful if customers didn't bring in photographs to perform like for like comparisons. I simply don't work in that way.

Groom Day Expectations

As a holistic/no-force groomer, your dogs are provided with respite breaks for a drink, a leg stretch and toileting during the entirety of its groom. I work at your dogs pace not mine.  Brand new dogs will take longer to groom on their first session, I'm a stranger, so I like to build up bonding/trust practices during the groom with aspects such as play and touch desensitisation.   I also invest a significant amount of time with nervous/anxious dogs by providing decompression breaks.   Therefore, the groom sessions do take longer than it would a conventional groomer.  I will not enter into negotiations or complaints regarding my grooming duration when I make my ethos clear at initial contact. I'm not the groomer for customers who are looking for 2 hours (or less) set grooms.  

Owners present during grooming

I have a specific style of working where the dog is able to build up trust whilst I'm reading their body language, I need their focus to be on the process, not on their owners.  Having owners present is a distraction for the dog. I have had owners stay in the past, and there has been a tendency to want to get involved with holding their pet. Whilst the owners think they are helping or comforting, it hinders my ability to not only do my job, but to follow my ethos as the groom becomes forced. For those reasons, unfortunately I do not have owners present for grooms.  

Collection

Please can you collect your dog(s) within 1 hour of my calling you for collection, or else I then become "doggy day care", which I charge at £5 per half hour (unless an arrangement has been been agreed previously).  Sometimes I schedule in a nail clip/teeth clean in-between grooms, for another customer. However, I can not perform this procedure on another customer's pet, if your pet hasn't been collected on time as I will not have 2 dogs from separate dog families in my salon at the same time.  

Being a no-force groomer means working at your dog's pace, therefore it is tricky to set an exact collection time because I'm unsure how your pet(s) will react to treatment on the day.  Consequently, I  contact customers when pets are ready for collection. Please can you have your phone available for texts or calls, or provide a landline/alternative number if mobile signals are patchy in your area.  Please refrain from repeatedly calling me to ask when your pet(s) will be ready, or turn up unannounced.  My ethos is about dogs feeling as relaxed and as comfortable as possible. Interruptions to an already anxious dogs' treatment is disruptive as  I cannot leave dog's unattended to answer calls. They have to be released off the table and any progress I may have made could be lost. Customers turning up unannounced has the dog trying to escape from the table to greet their owner, I then have to apply a degree of force to prevent them from injury which goes against my core values.

Cancellations

I understand that sometimes, due to unforeseen circumstances, appointments have to be cancelled.  However, out of common courtesy, and being mindful of the fact I don't have back to back grooms, I do require 48 hours notice so I can try and book another appointment in your place.   Any cancellations that are made after the 48 hour deadline will be invoiced for the full groom amount, as will "no shows".   I reserve the right to request deposits or the full groom fee up front for repeated cancellations.   

Treats

All dogs are rewarded on a positive reinforcement basis (treats) to encourage participation in their own groom.  If you prefer to bring your own treats that isn't a problem.  If your dog has special dietary needs, please let me know in advance so that I can possibly get something in for sensitive tums. 

Hygiene

Please try to ensure your dog(s) have been to the toilet before bringing them to the salon (albeit I am fully prepared for the odd accident!)

Fleas

If fleas are detected on your dog(s) a £20 surcharge will apply. This surcharge is to cover the cost of flea elimination: not just on your dog(s) (using specialist repellent shampoo with several applications etc); but also having to effectively sterilise and disinfect the entire groom room - professional grooming procedure requires me to close my salon to any other dogs I have booked in that day!  

Dangerous Dogs

Dangerous dogs are not accepted as detailed under the Dangerous Dogs Act 1991.  I reserve the right to muzzle/restrain any dog during its time in my salon, if I deem it's behaviour poses a threat during it's groom.  For any dogs' that have a bite history through grooming stress, the dog will be assessed and I will try and work using alternative methods to help desensitise the dog.  If it is ascertained that the dog does require a muzzle during its groom, muzzle training will be discussed with the owner.  I do provide homework for owners to help with the desensitisation of their pets at home. Coat management every 8 weeks at the salon is not going to encourage any positive improvement.  If homework hasn't been applied in between grooms and the dog still exhibits biting behaviours, I reserve the right to refuse to groom it. 

Matted Dogs

If your dog has a few isolated mats I will snip them out.  If the matting is confined to one area, I will cut them out (if I'm able to).  If the dog has severe matting or a pelted coat, then the kindest thing for the dog is a short welfare clip, for the coat to become more manageable from that point on. When I perform a comb test from the skin, and I cannot get a comb through the coat, a welfare clip will be recommended.  There is no option B.  The process of de-matting a severely matted dog that has taught, painful skin is extremely unpleasant.  Skin nicks from a de-matting tool, skin pulling with combing, brush burn and intolerance to the dryers are likely to cause pain and distress.  Additionally, it is time consuming, with a dog stood on a table for long periods of time. Any unnecessary processes that causes a dog pain, anxiety, discomfort, cruelty, or trauma will NOT be undertaken, I do not perform vanity grooms.  I would appreciate for my qualified, professional opinion and my core values to be respected.  I will not enter into negotiation on this matter, accept "groomer "advice from owners, tolerate demands being made or have my ethics questioned.  The dogs' welfare is paramount and my ethos is crystal clear that "welfare and wellbeing is prioritised over aesthetics".  If aesthetics are important to people, then there are other groomers that will happily undertake de-matting for you. Anybody refusing the clip down recommendation on assessment, who become abusive or confrontational will be asked to leave the premises, but will be invoiced for the full fee of their dog's groom.  

I will not accept customer complaints at any point post groom regarding their dogs' aesthetic appearance, due to a necessary welfare clip.  My intentions are always made completely transparent prior to the groom.

Accidents

There is always the possibility an accident could occur. Grooming equipment is sharp. Even though I use extreme caution and care in all situations, possible problems could occur including cuts, nicks, scratches, quickening of the nails etc. In most cases this can happen when a pet is wriggling or moving around. 

Every effort will be made to ensure your pet is groomed as safely as possible.  However, some pets may have reactions to grooming products or procedures such as shaving, ear plucking etc.

Pet Welfare/Senior pets

Some medical conditions can make grooming stressful on pets. Please inform me if any of your pets have been diagnosed with a heart problem, arthritis, back or neck problems or any other serious medical condition.  Every attempt will be made to minimise the stress which could exacerbate a pre-existing problem. This may mean having to perform a welfare floor groom for your pet, which can make applying symmetry difficult.  If the pet becomes excessively anxious or display's signs of medical compromise I will stop the groom, and you will be contacted about the best way to proceed.   If further grooming sessions are required this may incur an additional charge.

Double Coated Breeds 

Shaving a double coated breed can result in slow regrowth or occasionally failure of the coat to regrow at all ("coat funk"). This is not related to the method of grooming but rather the growth pattern of these types of coats. In some cases, the coat regrows but the colour and texture may be different. This is an inherent risk of shaving these types of dogs.  Shaving down heavy coated dogs does not offer relief from heat, it actually makes them less able to regulate their body temperature. If shedding is the concern other methods should be considered. 

Fragrance, bows and bandanas

Dog's noses are super sensitive, therefore I don't apply perfumes or fragrances. Dogs are treated with  Earthbath shampoo and a spray coat conditioner that contains natural products.  Some dogs do not like wearing apparel apart from a collar, so I do not apply bows or bandanas.

Personal Property 

Locks Dog Grooming shall not be held responsible or liable for any lost, stolen or damaged personal property belonging to either the customer nor its pet(s).  Your pets collar may be removed in my grooming salon to prevent injury.  

Payment

The final balance of the groom is payable on your dog's collection via cash or debit/credit card.  

Privacy

I do not divulge customer's details to any third parties and subscribe to the ICO GDPR register. 

CCTV

I fully comply with the Code of Practice for the Welfare of Dogs which is pursuant to the Animal Welfare Act 2006. For security, safety, quality and insurance purposes CCTV is in operation at all times (including each grooming treatment).

Social Media

I usually photograph a customer's dog(s) and use the images on my website or social media pages for marketing/advertising purposes.  Owner's also like to see images of their pets having their grooms and the narrative that goes with them. However, if you do not wish your dog(s) to feature on my website or on social media, please let me know. Anybody leaving intentionally provocative or offensive messages on my social media pages (trolling), will be immediately blocked.