Policies & FAQs

We will always put pet welfare first in accordance with our De-matting and Clipping Policy. As a result, we may have to clip your pet short, in order to remove the matting and make your pet as comfortable as possible. We may have to clip your pet very short, even close to the skin, to remove the matting which is causing your pet discomfort. There will be an extra charge for de-matting and clipping due to extra time spent removing or attempting to remove matts, as well as, the strain on blades and scissors. You may not achieve the look and groom you anticipated in this appointment - Welfare is our main concern. As a groomer, I cannot be held responsible for not achieving the desired result on this occasion. Failure to maintain regular brushing and grooming between appointments will result in further matting and discomfort for your pet.

It is the owners duty to ensure their dog is free of parasites before entering the salon. If your dog suffers from any allergies, Kate’s K9s must be made aware of such allergies and either provided with a veterinary shampoo or given permission to use hypoallergenic products. If your dog is found to be carrying fleas, an additional charge of £12 will be added to your bill in order to cover the extra time spent bathing your dog to remove fleas, the use of flea defence shampoo, extra clean up time including flea removal and prevention products in the parlour. Kate’s K9s holds no responsibilities for any allergic reactions that occur in the parlour if no warning or information is given by the owner prior to the groom. 

There is always the possibility an accident could occur. Every effort will be made to ensure your pet is groomed as safely as possible. Grooming equipment is sharp, even though we use extreme caution and care in all situations, possible problems could occur including cuts, nicks, scratches, clipping of nails, etc. In most cases this can happen when a pet is wiggling or moving around. Accidents are more likely to occur due to bad behaviour therefore if we cannot safely complete your dogs groom within the guidelines of the Animal Welfare Act 2006 due to behaviour, aggressive or otherwise, Kate’s K9s has the right to stop a groom at any point if safety of the dog or groomer is at risk. A fee will still be charged depending on the situation and appointment time. 

Once an appointment is arranged, in order to secure it, we require a minimum £15 deposit or 50% of the service booked. This deposit is non-refundable if the appointment is cancelled within 24 hours. You will receive a reminder text message to the contact number provided when booking to ensure you are prepared for your appointment. 

Here at Kate’s K9s we actively use pictures of our grooms to promote on our social media pages and to use as marketing material. No personal details will be shared or shown. If you don't wish for your pet to be featured on our social media please inform us prior to the appointment. 

We Require 24 Hours Notice when cancelling an appointment. Cancellations made within 24 hours of your appointment will incur a fee of 100% the service booked. 

Appointments can be run on a tight schedule therefore if you arrive late for your appointment, you may be asked to reschedule the appointment due to lack of time and the cancellation fee will apply. A reminder text will be sent 48 hours prior to your appointment to ensure you are prepared. Due to the lack of holding space we have here at Kate’s K9s, it is important that you arrive to collect your pet on time. An additional fee of £10.00 will be added to your final bill for every 15 minutes you are late picking up your dog from their appointment. We ask that you keep your telephone near as we will notify you with an accurate collection time. If you repeatedly miss appointments, refuse to pay the cancellation fee or arrive late on a number of occasions, we may refuse to book in any future appointments and remove your  details from our records.