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Terms and Conditions

Mobile services

As a mobile dog groomer, the employee can be late or early or might need to change the time of your appointment. Keep your phone available on the day of your appointment to keep in touch with the dog groomer.

We also need a large, flat parking space to park the van safely and comfortably.

An electrical cable will be provided, you just need to plug it into a normal socket at your place.



Current Vaccinations/Veterinarian Information: By using our services , owners verify their dogs are up to date with vaccinations for canine parvovirus, canine distemper virus, Leptospirosis and Infectious canine hepatitis. Proof of Vaccination shall be provided to Once upon a dog on request as well as current Veterinarian information.


Health or Medical Problems & Elderly Dogs

Grooming procedures can sometimes be stressful, especially for a senior dog or dog with health problems, and can expose hidden medical problems or aggravate a current one during or after the groom. In the best interest of your pet this contract/agreement will give Once upon a dog permission to obtain immediate Veterinary treatment for your pet should it be deemed necessary by us. We will do our best to contact you first, then take your pet to our authorised Veterinarian, or to the nearest Veterinarian that is available. Unless we are deemed to be negligent all medical expenses are the responsibility of the owner. By agreeing to these Terms and Conditions you are expressly agreeing to the following disclaimer:


Elderly, Infirm, Overweight, or Young Dogs Disclaimer

A full groom can take in excess of 3 hours and is physically demanding as well as stressful for some animals. Whilst Once upon a dog makes every effort to provide additional support to elderly/infirm/overweight and young dogs we cannot guarantee that your dog will be able to adequately support themselves for the duration of the groom which may result in serious health risks. There is also an increased risk of other injuries such as cuts and grazes. Once upon a dog reserve the right to stop the grooming process at any time with payment in full being due on collection of your dog.



Once upon a dog strives to be a flea/tick-free environment. If your dog is known to have a parasitic infestation, we ask that your grooming appointment is rescheduled to a time when your pet is free from said infestation. 48 hours notice must be provided to avoid a cancellation charge. A flea or tick infestation carry a risk of anaemia, infections, tapeworms and other health problems. We recommend that you contact your veterinarian for advice on the best treatment for your situation. A topical monthly flea preventative may be the most effective choice. Treating all pets in the family, as well as treating your home will help in keeping fleas and ticks under control for the long term. If fleas are found on your dog we will stop the grooming session and we will require additional disinfecting of our premises , this will incur a £15 charge on your grooming bill. If ticks are found an additional charge of £5 will be added for their removal.



There is always the possibility an accident could occur. Grooming equipment is sharp, even though we use extreme caution and care in all situations. Possible problems that could occur include cuts, nicks, scratches and quickening of the nails. In most cases this can happen when a dog is wiggling or moving around. We make every effort to ensure your dog is groomed as safely as possible, but if your dog does not accept the process it can be dangerous to continue the groom.


Condition of coat

Matted Coats:

Once upon a dog  promotes 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 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 and training.  

Once upon a dog practice humanity over vanity. If we are presented with a neglected coat and believe, in our professional opinion, it is kinder to remove the coat than it is to de-mat this will be done in accordance with The Animal Welfare Act 2006. Whilst we will make every effort to identify this as part of the pre-groom consultation and coat assessment there may be occasions where the degree of matting cannot be fully identified until we commence the groom.
By agreeing to these Terms and Conditions you are expressly agreeing to the following De-Matting disclaimer:


De-Matting Disclaimer

Under the Animal Welfare Act 2006, it is an offence to cause unnecessary suffering to an animal: – this includes prolonged ‘de-matting’ which is painful and detrimental to the welfare of the dog. If you bring in your dog with more than 15 minutes of de-matting work, we are required by the Act to clip your dog short humanely or refer you to your vet to do the same. We will only attempt to de-matt 5% of a dog – which equates to about 50p sized mat behind each ear, same size in the armpits and perhaps one or two in the groin or tail area. We have assessed your dog’s coat and found it to be matted, therefore it needs to be clipped short. This can be prevented by daily brushing with a slicker brush and comb. Will be happy to explain the correct way to brush your dog and suggest a grooming programme that will allow us to achieve the look you would like for your dog, this may involve more frequent booking and will certainly involve daily grooming at home. When a dog’s coat becomes matted, it causes discomfort as the matts pull tightly on the skin and underlying health conditions may not be visible. When a matted coat is clipped short, it may occasional reveal sore, reddened and irritated skin, this is due to the fact that the skin has not been able to breathe, and air circulation is not restored. Clipping a matted coat can take longer and cause additional wear and tear on our equipment so a further fee may be chargeable in addition to the normal groom price.
The process of de-matting increases the risk of injury including but not limited to cuts and grazes, skin irritations caused by the shortness of the clipper blades that will be used as well as possible. In addition, you may see some behavioural changes such as head shaking, excessive scratching, licking and “scooting”. This is where the dog will scrape their back end on the floor to relive itching and irritations. Should you have any concerns you should seek advise from your usual vet.

Additional charges may be incurred due to the wear on equipment, additional products used, as well as time and skill needed to remove matting.



Aggressive or Dangerous Dogs: Owners MUST inform us if your dog bites, has bitten or is aggressive to people, other pets or specific grooming procedures. We reserve the right to refuse or stop services of your dog at any time before or during the grooming process and charge an Aggressive Dog Fee of £10 in addition to the regular grooming charge. If your dog should bite, the owner agrees to be responsible for any and all related medical bills, recovery costs, loss of income and equipment damage.


Any prices provided are an estimate only. Additional charges may be incurred due to:

  • Overweight dogs or oversized for the breed

  • Unkept/neglected coats

  • Aggressive, senior, nervous or timid dogs that require additional handling

  • Fleas and/or ticks

  • Dogs that require additional handling for whatever reason



Once upon a dog will require £31 online deposit per dog when booking an appointment. If you need to reschedule your booking and let us know before 48 hours notice, that's fine. If you give less than 48 hours notice we will keep the £31 deposit per animal. 

No Shows/Missed Appointments

For no shows or missed appointments we will keep your £31 deposit. Any re-booking must be paid in full.



Once upon a dog are unable to groom pregnant or in season bitches and will not provide services for any dogs noted under the Dangerous Dogs Act. Should your Bitch be in season during the time of a pre-booked appointment 48 hours notice must be provided to avoid the cancellation charge noted above.


Disclaimer Agreement

By using our services you agree to hold Once upon a dog its owners, employees and directors harmless from any damage, loss, or claim arising from any condition of the dog, either known or unknown to us. It is also further understood and agreed the terms of this agreement can change at any time, without notice, and will overwrite any and all prior signed contracts or releases. It is further understood this clause applies to any and all dogs groomed.


Our Code of Practice and Animal Welfare Needs

Our aim is to educate the public about responsible pet ownership through guidance and advice.

"Dogs are not our whole life but they make our lives whole"

Rodger A Caras

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