How We Work

Your appointment is reserved specifically for your pet, with a dedicated groomer and a planned approach based on their coat, breed, and history. Standard grooming time is 1 hour 30 minutes — if we finish earlier, we’ll try to let you know depending on how busy the day is.

We ask for 24 hours’ notice for any cancellations or changes. Every appointment involves planning — from scheduling your groomer to preparing for your pet’s specific needs. A late cancellation or no-show means a slot another pet could have used and time our team can’t get back. Full details on our cancellation policy can be found in your booking confirmation.

Appointments begin at the scheduled time to make sure your pet gets their full grooming slot and every client after you stays on track. If you’re running late, please let us know — arrivals more than 15 minutes late may need to be rescheduled to the next available slot.

Our Systems

Please collect your pet at the agreed time. Our spa isn’t set up for extended stays, so we ask that pets are collected within 2 hours of their groom being completed.

Not all dogs and cats are created equal — coat type, size, temperament, and condition all affect grooming time. Our breed prices are based on a well-maintained coat, average size, and cooperative temperament. Any additional time needed is charged in 15-minute increments. Severely matted coats may require 1–3 additional hours — we’ll always consult you on expected costs as we assess and work.

Grooming Costs

Your pet’s comfort comes first. When a coat is severely matted, safe removal may require clipping shorter than usual — sometimes a complete shave is the kindest option. Matting can hide skin irritation or sores that only become visible once removed. We’ll always discuss the approach with you and keep you informed before making any big decisions. Please note that de-matting carries inherent risks including minor nicks, clipper irritation, and the possibility of pre-existing skin conditions being revealed — even with the most careful handling.

More on De-Matting

Please let us know about any health conditions before your appointment — this includes skin allergies, coughing, diarrhoea, vomiting, bloating, lethargy, breathing difficulties, recent surgery, existing wounds, or past injuries that may affect grooming. The more we know, the safer and more comfortable your pet’s experience will be.

About Medicated Baths

Every pet has their own personality — and we love that. Please tell us about any anxiety, fear, or behavioural quirks so we can tailor our approach. For everyone’s safety, we may need to use a muzzle with anxious pets. If a pet becomes too stressed or unsafe to handle, we’ll pause the groom and discuss next steps with you.

Parasites can sneak up on any pet — no judgement here. If you’re aware of any parasitic concerns such as ticks, fleas, ringworm, mites, or worms, please give us a heads-up before your appointment. In most cases, we prefer you treat at home first to protect the other animals in our care. If fleas or ticks are discovered during the groom, we’ll treat your pet and may need to do an additional clean of the salon to keep all our furry guests safe.

ticks & Fleas

In the unlikely event of an emergency, we’ll contact you immediately. If you’re unreachable and your pet needs urgent care, we’ll seek veterinary treatment to protect their well-being.

Payment for in-spa services is due at the time of service unless otherwise arranged. Mobile and collection services are payable within 48 hours of completion. First-time customers secure their booking with a deposit based on estimated service cost.

We’re committed to a safe, calm environment for everyone — two-legged and four-legged. Animals are incredibly sensitive to the energy around them, and we work hard to maintain a balanced atmosphere in our spa. We reserve the right to discontinue service if behaviour compromises the safety or wellbeing of our team, animals, or other clients.

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