Terms & Conditions



All Prices published on our breed price guide assume a reasonable condition and temperament.



Additional charges will apply for the extra time, products and equipment involved in grooming neglected coats, and for dogs whose temperament or health also requires more time to complete extending the duration of our maximum appointment time of 2½hrs into our next customer appointment. Aggressive dogs are not accepted. Where these circumstances are found to be the case and we cannot complete your pet in the duration of your appointment an additional follow up appointment may be required to ensure your pet is groomed to comply with our salon policy on animal care, including its physical and mental state and to comply with the animal welfare act (2006). As a salon which champions Responsible Dog Ownership we do not de-matt neglected coats. This is very different to removing small knots, tangles and isolated matted hair from the coat which can be achieved quickly without causing anxiety, stress or pain. 


The health and condition of a dog’s coat and skin are the responsibility of the owner (along with its socialisation, training, physical and psychological state of health). Professional grooming plays an important role in the commitment undertaken when choosing any breed of dog. This level of commitment is evident in the condition of the coat due to effective home grooming and temperament due to socialisation & training.


We arrange an appointment to meet the owner and dog for a free consultation before the first grooming appointment to assess condition and temperament. A health check and coat assessment is always carried out prior to each grooming session with the owner or carer present or we will contact you if the coat is found to be in a neglected condition once grooming commences.

Final Price


This will be determined taking all factors into consideration. A well cared for pet which is maintained in a reasonable condition between grooming appointments and exhibits normal behaviour is usually the price shown on our Price Guide. All dogs and puppy introductions are assessed and priced individually and on an on-going basis.

If we cannot safely complete your dog within the guidelines of the animal welfare act 2006 due to behaviour, aggressive or otherwise, we will call you to let you know. Fee’s will apply.

If we have bathed and dried your dog a £25 charge will apply, if not a £15 charge will apply. If this is the case, behavioural training is normally recommended as a course of action for you to take.

Arriving 20 minutes or more, late for appointments will in most cases require re-scheduling.

Appointment times


We kindly request that you arrive at the time of your appointment and pick your pet up in reasonable time once we have informed you that your pet is ready for collection.

Once 30 minutes has elapsed after the arranged collection time a £10 charge per hour will be added to the final price unless previously arranged. This is to discourage pets being left with us for extended periods possibly resulting in stress and anxiety.

Clipping Off the coat due to a neglected (lack of effective brushing) severely matted or felted coat.


Effective brushing (routinely brushing the entire coat with appropriate tools from the skin out) of long / double coated and wool breeds in particular can only be achieved through daily care. Neglecting to brush effectively for one week or more will result in mats forming in the coat. This is an essential part of the owners taking responsibility for the health of pets in their care.

Severe matting can be extremely painful to your dog during brushing.  Brushing only causes live hairs to be pulled out of the skin with excruciating pain. Even mild matting can cause your pet a great deal of pain. Matting can cut off blood supply to extremities, and deny regular air circulation.  Skin denied fresh air and stimulation from regular brushing becomes quite unhealthy and provides optimum conditions for fungus, bacteria & parasites.  It can turn dark pink to red, and open sores are likely to form emitting foul odours.  Even organic matter, like grass seeds and sticky buds, can become embedded in the skin. Matted coats have been known to contain excrement of the pet and even fly larvae that further irritate the skin. Remember, sometimes these mats and their consequences can be completely hidden from view.

Some severely matted pets may require the attention of a veterinarian.

If your dog has a neglected heavily matted or felted coat please see your veterinary nurse/practice for advice on skin condition and general health and then have the coat removed/clipped off before visiting Fido & Pooch, after which we can offer advice and work with you to ensure the coat and skin are kept in optimal condition as the coat regrows.

We reserve the right to take photographs of neglected coats while dogs are in our care, keep the shaved off coat and to decline service at any time.


Record Cards


By signing your customer record card, you agree that the groomer (Fido & Pooch) cannot be held liable or responsible for irritation, abrasion, patchiness or hair loss due to any pre-existing skin condition or as a result of the process of grooming, de-matting, thinning or stripping or shaving. If your dog attempts to bite, the grooming process will be stopped and grooming up to that point will require payment. Further details in respect of your consent to groom can be obtained from Fido & Pooch.


Please Note:


Dogs demonstrating evidence of lack of adequate care and attention over three appointments will no longer be accepted. This would go against our personal and professional code of practice regarding the pet owner taking reasonable steps to ensure their animals welfare needs are met.

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