Ivory Tails Grooming Terms & Conditions

Appointments at Ivory Tails are pre-booked and run on a one-to-one basis, so each dog receives Maia's full attention throughout the visit. Please arrive and collect at the agreed time so appointments do not overlap unnecessarily.

If you need to cancel

We kindly ask for a minimum of 48 hours' notice if you need to cancel or move an appointment. We understand emergencies happen and will always take genuine circumstances into account.

Where an appointment is missed, or cancelled at very short notice without good reason, Ivory Tails reserves the right to charge up to 50% of the appointment price to cover the reserved time, and may request payment in advance for a future appointment. Clients arriving more than 15 minutes late without prior notice may be treated under the same terms.

If we need to cancel

Occasionally Ivory Tails may need to cancel or rearrange an appointment due to illness, emergency or other circumstances outside reasonable control. We will contact you as early as possible and offer a suitable alternative.

Your appointment slot includes a short pre-groom consultation, so there is no need to arrive early. Please make sure your dog has had an opportunity to toilet before arriving. If an unexpected accident happens in or near the salon, please let Maia know so it can be cleaned up properly.

Appointments are normally around three hours but may vary depending on the dog and the service. Maia will contact you roughly 20 minutes before your dog is ready for collection.

Late collection may incur a charge of £5 for each half hour, or part thereof, beyond the agreed collection time. If you arrive early, you may be asked to wait briefly away from the grooming area — seeing or hearing you while the groom is still in progress can distract or excite the dog and affect safety.

Consultation

Please share accurate information about your dog's desired style, coat condition, behaviour, health, welfare and any previous grooming difficulties. Maia will discuss what is realistically achievable while prioritising your dog's welfare, safety and comfort.

Alterations after the groom

If you would like a small adjustment to the groom, please mention it before leaving the salon where possible. Minor reasonable alterations can usually be considered if raised promptly.

If someone else brings your dog

Where a friend or family member brings your dog, please provide clear written or spoken instructions in advance. The person bringing the dog is responsible for communicating your requirements during drop-off.

Prices

Prices shown on the website are starting prices. Final pricing depends on temperament, coat condition, size, time required and overall complexity. Additional charges may apply for heavily matted or difficult-to-manage coats. Where possible, Maia will confirm the expected price following assessment.

Matted coats

Matting can cause pain, skin irritation and welfare concerns. Attempting to brush out severe matting may cause unnecessary distress, so clipping the coat short can sometimes be the safest and most humane option. Where reasonably possible, Maia will discuss the situation with you and seek consent before significant coat removal. Additional charges may apply for the extra time, equipment wear and care required. After removing a matted coat, temporary redness, irritation or previously hidden skin issues may become visible.

Challenging behaviour

Some dogs may benefit from a longer appointment, a split appointment, adapted handling or additional time. Please disclose any known nervousness, anxiety, previous incidents or behavioural concerns when booking so Maia can prepare appropriately. Additional charges may apply where more time is required.

Aggressive dogs

The safety of the dog, Maia and others is the first priority. Grooming may be paused or stopped if continuing would be unsafe. A muzzle may be used only where considered necessary for safe handling. Full or partial payment may still be required depending on work already completed. Ivory Tails cannot accept responsibility for injury caused directly by undisclosed or uncontrollable aggressive behaviour, subject to your legal rights as a consumer.

Client behaviour

Abusive, threatening, discriminatory or inappropriate behaviour towards Maia, other clients or visitors will not be tolerated. Ivory Tails may refuse or end service where necessary to protect everyone's safety and wellbeing.

Senior dogs and dogs with health conditions

Grooming can be physically and emotionally demanding for elderly dogs and dogs with health issues. Please disclose any relevant conditions in advance. Maia will prioritise comfort and welfare and may adapt, shorten or stop a groom where appropriate. If emergency veterinary attention is reasonably necessary, it may be sought; veterinary costs remain the responsibility of the owner, except where the law provides otherwise.

Sedated dogs

Ivory Tails does not accept dogs that are under sedation for grooming.

Pregnancy and dogs in season

Ivory Tails does not accept pregnant dogs or dogs in season for grooming. If this is discovered during an appointment, collection may be requested and payment may still be due depending on the work already undertaken.

Accidents

Grooming involves sharp tools and moving animals, so minor incidents can occasionally occur despite reasonable care. If anything happens during a groom, Maia will inform you promptly and discuss it with you. Nothing in these terms is intended to exclude or limit Ivory Tails' responsibility for negligence, breach of statutory duty or any other liability that cannot legally be excluded.

Photographs

Before, during and after photographs may be taken and kept as part of the grooming record. Some images may also be used on the Ivory Tails website, portfolio, advertising or social media. You can ask for your dog's images not to be used publicly at any time — please let Maia know and your preference will be recorded. Owner-identifying information will not be published without permission.

Belongings

Please check that you have collected your dog's collar, harness, lead and any other personal items before leaving. Ivory Tails will take reasonable care of belongings brought to appointments but cannot guarantee responsibility for items left behind, subject to applicable law.