All clients are requested to complete a registration form before any work is undertaken, as required by the Animal Welfare Act 2006. We ask that you inform us of any known medical problems, allergies, etc. to enable us to groom your dog safely. Please inform us of any changes to your details on future visits to The Dog House.

Payment is on collection of your dog. Please be aware that the price stated is subject to change if more time is required. Larger, matted and difficult dogs shall be charged accordingly.

We require 48 hours notice for cancelled appointments or the full grooming charge will apply and must be paid in full before re-booking.

On arrival, we shall provide you with a time that your dog will be ready for collection. Please do not arrive early as this will excite the dog and could make it difficult to finish their groom. We kindly ask that you take no more than 15 minutes to collect, or an extra charge shall apply.

If you are more than 15 minutes late for an appointment, we may be unable to groom your dog that day and a fee will apply. In this event, the option of the ‘Bath, Dry & Tidy’ package may be offered in place of a ‘Full Groom’.

If your dog is in a matted state and needs to be shaved off, as required by the Animal Welfare Act 2006, you grant us permission to do so. There will be an extra charge of £15 added to the grooming price for de-matting or a shave off to cover additional products, equipment wear and tear and time.

In the event of matted hair needing to be clipped, you should be aware that skin irritation to the dog may occur from this process, as well as uncovering nicks, cuts and sores. You agree that The Dog House shall not be held liable for any post-grooming effects of matted clipping procedures or problems uncovered on a badly neglected coat which include, but are not limited to the following: itchiness, skin redness, haematomas or self inflicted irritations/abrasions from excessive external rubbing.

Throughout the grooming process, we take the utmost care to ensure the health, safety and well being of your dog. However, The Dog House is not liable for any pre-existing conditions and problems found during the groom. Any advice given by the groomer should always be followed up with advice from your vet.

Procedures within the grooming environment can be stressful for some dogs, especially for senior, young, overweight dogs or those with medical concerns. The process may expose unknown medical conditions or aggravate a current one during or after the groom. In the best interest of your dog, The Dog House may seek emergency veterinary treatment if we deem it necessary for whatever reason. We will do the best to contact you first, before taking your pet for treatment, however this may not always be feasible. Unless we are deemed to be negligent, all medical and grooming expenses are the responsibility of the owner. Direct communication between your vet and The Dog House and a full vet report must be provided in this instance.

You must inform us if your dog has ever bitten or shown aggressive tendencies. A soft muzzle may be used when it is necessary to do so. The Dog House reserves the right to refuse to groom a dog if it shows unmanageable aggression. In such an event, the owner will be contacted and asked to collect their dog immediately, full payment will be required.

All dogs brought into The Dog House for a grooming session must be fully vaccinated, wormed and flead up to date. If fleas are found on your dog, we will use a flea shampoo and be required to do additional disinfection of our premises and equipment. An additional £15 will be charged to your bill.

Your dog may be photographed before, during and after the groom. These images may be used on The Dog House Website and/or it’s social media pages unless you specifically request us not to do so.

In order for us to provide the requested services, we are required to obtain and store a limited amount of your personal information. Such information will be stored in accordance with all relevant legislation, will never be shared with any 3rd parties or organisations and will only be used for the purposes of providing the requested or related services. You have the right to request and review any of your personal information. Please make any requests to enquiries@thedoghouse-surrey.co.uk.