Twinkle and Tail Dog Grooming by Kayleigh

Tel: 07394 772307

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Grooming Policies

Late Fee, No Show & Deposit Policy

At Twinkle & Tails, I pride myself on providing one-on-one, stress-free grooming experiences for each pet. To ensure fairness, maintain a calm environment, and support sustainability of my small business, I have the following policy regarding deposits, cancellations, no-shows, and late arrivals or collections.

Deposits, Cancellations & Rescheduling

  • A deposit is required to secure your appointment.
  • I kindly ask clients to provide 48 hours notice if you need to reschedule or cancel.
  • Deposits are non-refundable if cancellations are made within 24 to 48 hours of the scheduled appointment.
  • Full appointment fee applies for no-shows or cancellations made within 24 hours of the appointment.

This policy is not personal – it ensures fairness and allows my small business to continue operating sustainably. I understand that life happens: children get sick, work runs late, unexpected events occur-but missed or last-minute appointments cannot always be refilled.

Late Arrivals

  • Please arrive on time so I can provide your pet with the full, stress-free groom.
  • If you arrive more than 15 minutes late, your appointment will be classed as a missed appointment and 100% of the grooming fee will apply.
  • Being late reduces the time available to groom your pet properly before the next appointment and we cannot compromise on quality.

Early Arrivals

• If you arrive early, please wait outside or in your vehicle until your scheduled time.

Late Collections

  • Please pick up your pet at the agreed time.
  • If you are more than 15 minutes late, a £10 fee per 15 minutes will be applied.
  • Arriving late may also limit your opportunity to discuss your pet with me, as I may already be attending another client.

Why This Policy Exists

  • Each appointment is scheduled 1:1, meaning your pet receives my full attention.
  • My goal is to maintain a calm, stress-free environment for all pets.
  • I value your understanding and support-your cooperation allows me to continue providing quality care and ensures the health and welfare of every pet in my care.

I am happy to discuss any questions or concerns regarding this policy. Your feedback is always welcome.

Thank you for respecting the time reserved for you and your pet, and for supporting my small business.

Matting Policy

Matted coats can cause a variety of skin & health problems. Matted fur does not allow for air circulation to the skin, causing hot spots, bacterial and fungal infections. Fleas, ticks & other parasites may be lurking in the coat causing further skin infections. Matted fur also pulls and binds, causing pain to your pet when they move or lay on mats. The skin underneath is usually raw and inflamed.

Due to matting, your dog’s hair may need to be shaved extremely short to the skin and may show signs of skin irritations and sores due to matting, having a wet undercoat and dirty coat. In order to take care of a dog that has not been groomed often enough, and is matted, the required grooming sessions may be long, stressful, or painful (please note, more than 1 grooming session may be required if your dog is severely matted).

It is the goal of Twinkle & Tails to make your pet’s grooming experience as stress free as possible as per the Animal Welfare Act 2006.

Twinkle & Tails may determine that the only humane thing to do is to shave the dog’s coat down.
This is a short clip, removing all the matting. Where feasible, we work to de-mat/brush out the dog’s coat, but only when it would not cause excessive pain and suffering in attempt to do so.

There is a strong chance that your pet’s skin will become irritated during the clipping process. We will use a sensitive shampoo to help sooth any irritation that may occur. The matted hair rests tightly against the skin – the only way of removing mats is to use a short blade to clip between the skin and mats. Your dog may be nicked and cut because the groomer has to work so closely to the skin to remove the matted coat. Groomer/s of Twinkle & Tails are extremely careful, but the possibility of injury exists. Understanding these risks, I will discuss everything with you either at the time of drop off or prior to commencing any grooming in order to ensure we are authorised to proceed with the de-matting process.

In the later scenario and if you have left the salon prior to us determining the dog is matted, needing to be shaved we will attempt to call you to discuss the dog’s fur and its condition. If we are unable to reach you within 15 minutes of your appointment drop-off time to discuss, we will proceed to remove the dogs coat to alleviate unnecessary pain and suffering as per the Animal Welfare Act 2006.

I will be happy to show you how to care for your pet’s coat so that matting does not recur. Please schedule a follow-up appointment to speak to me about the best methods for maintaining your dog’s coat.

I hereby release Twinkle & Tails from any liability associated with the above-mentioned process, any and all medical problems that may be uncovered and/or occur during the stripping and de-matting process. Should my pet need veterinarian care after or during the process, I agree to pay any and all veterinarian fees.

If a clip off is required, there will be an extra charge of £20 added to the groom.