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1. Introduction

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Welcome to Groom Guru! We are dedicated to providing exceptional grooming and daycare services while prioritising the health, safety and wellbeing of your dog and our team. Our services follow the principles of the Animal Welfare Act 2006, which requires us to ensure that every dog in our care is treated humanely and that their welfare needs are met. At Groom Guru, this means focusing on (1) providing holistic preventative care, (ii) being dog-centric to the core, and (iii) providing sustainable services (our “Approach”). For more information about our Approach, please refer to www.groomguru.co.uk/approach. 

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Our Terms of Service reflect Groom Guru’s commitment to our Approach when providing any service at Groom Guru. It allows us to manage our business successfully while providing a safe and secure environment and ensures we can provide the best care for your dog. Please understand that every dog has its unique characteristics and circumstances, varying in aspects such as size, temperament and condition. As such, a real risk of adverse or unexpected outcomes is always present when working with your dog.  

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To minimise any risks, our team is trained to assess your dog’s needs and provide tailored services based on our care philosophy. Our Terms of Service aim to enable you to better understand what to expect from your service, and the processes and principles in place at Groom Guru to ensure compliance with our Approach and the Animal Welfare Act 2006. Please note that Groom Guru will not agree to any procedure contrary to Animal Welfare Act 2006 obligations not to cause unnecessary harm. 

Therefore, we encourage you to carefully review our Terms of Service to understand how we care for your dog and what you can expect during your visit. If you do not want any procedure being done (e.g., shaving double-coated dogs or using a muzzle), please inform us before your appointment. We are happy to discuss any potential impacts your decision may have on your dog’s care.

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You are required to agree to our Terms of Service before we can provide your desired service. By engaging Groom Guru’s services, you acknowledge and agree to these legally binding Terms of Service. Please read this document carefully as it outlines your rights, responsibilities, and obligations.

If you have concerns or objections to any policy, it is your responsibility to notify us at contact@groomguru.dog before your scheduled service. Unless otherwise stated, our Terms of Service apply without any exceptions. Groom Guru reserves the right to refuse or terminate services at its sole discretion to ensure the safety and welfare of all parties involved. We encourage you to address any concerns prior to your appointment.

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2. Before your service 

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Deposit

To secure your appointment, a deposit of 50% of the minimum total service price is required at the time of booking. As final prices may vary depending on your dog’s size, coat condition, and temperament—factors we cannot assess in advance—deposits are based on the minimum service price for the booked service.

For example, a Full Groom for a small dog starts at £75, so the deposit required is £37.50.

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This deposit will be applied to your final bill at checkout. Deposits are non-transferable unless otherwise agreed in writing.

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If the deposit is not paid at least 48 hours before your appointment, we reserve the right to cancel the appointment, offer your slot to another customer, and decline to proceed with the service.

 

Cancellation and rescheduling​

Please understand that if you cancel or reschedule your appointment without giving enough notice, we are unable to adjust our appointment times and our customers are unable to receive our services. This is highly detrimental to a small, independent business like Groom Guru and significantly impacts our ability to provide the best possible service based on our Approach. Your consideration is greatly appreciated. 

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We kindly ask that you provide at least 48 hours’ notice if you need to cancel or reschedule your appointment. If you cancel or reschedule your appointment with less than 48 hours’ notice, your deposit will be forfeited. This accounts for the loss of business opportunity and the resources already allocated to your booking. If you cancel or reschedule your appointment with more than 48 hours’ notice, you will receive a full refund of your deposit or have it credited toward a future appointment, if preferred. Cancellations or changes can be made via the Timely customer portal or by emailing contact@groomguru.uk. You will receive confirmation once the change is processed.

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Exceptions may be considered on a case-by-case basis for emergencies or unforeseen circumstances.

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Amendments to your appointment 

We understand that plans can change. If you need to amend your service (e.g., change the grooming type or add-on services), please contact us at least 48 hours in advance. We will do our best to accommodate your request.

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As Groom Guru allocates team members and schedules based on each dog’s needs, late amendments may not be possible. If we are unable to accommodate the changes requested within the notice period, and you choose to cancel or reschedule instead, your deposit may be forfeited in line with our Terms of Service.

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Please email us at contact@groomguru.dog to request for any amendments.

 

As always, exceptions will be considered on a case-by-case basis.

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Late arrivals 

To respect the time of our clients and team, we kindly ask that you arrive promptly for your appointment. Punctuality allows us to maintain the high standard of service Groom Guru is known for.

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If you arrive more than 15 minutes late, you will be considered late and a £15 late fee will apply. We may still be able to complete your appointment; however, this is at the discretion of Groom Guru, depending on scheduling and staffing.

If you arrive more than 30 minutes late, or if we are unable to proceed with your service, your deposit will be forfeited, and a new appointment must be scheduled. No additional late fee applies in this case.

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Groom Guru understands that delays may occur due to unforeseen circumstances. Exceptions will be considered on a case-by-case basis.

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Vaccinations

Groom Guru takes vaccinations seriously and will not accept any dogs that have not been kept up to date with vaccinations prior at least 14 days before the date of your service. We are unable to groom puppies until 14 days after their second vaccination. 

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If we discover that you have not complied with our terms on vaccinations before your appointment, your appointment will be cancelled, and your deposit may be forfeited in accordance with our Terms of Service. If you have confirmed your appointment via the waitlist, your appointment will be cancelled, and a cancellation fee of £15 may apply. 

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Please ensure all vaccination records are current and available upon request. If you have any questions, feel free to contact us before your appointment.

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Waitlist 

Groom Guru appreciates that you may wish to put your dog on the waitlist so that your dog can receive our services in the event of cancellation. 

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Our waitlists operate Monday to Friday during Groom Guru’s opening hours and will expire at the end of the business day. Your dog may only be waitlisted on the day you wish your dog to receive our services. 

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If you wish your dog to be waitlisted, please contact us at contact@groomguru.dog. Requests to place your dog on the waitlist outside of our working hours on the day you intend to receive our services will not be accepted. As we are a small business currently with limited resources, if you do not receive a confirmation of your place on the waitlist within 2 hours, please assume that no slots are available.  

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If your dog is waitlisted and an appointment slot becomes available, we will contact you via email. You will have 15 minutes to confirm if you wish to fill an appointment slot. If no confirmation is received within 15 minutes, your waitlist slot will expire, and we are no longer required to notify you of any available slots on the day of the waitlist. It is your responsibility to confirm your attendance. 

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If you accept an appointment slot, no deposit charges apply. However, our policy on late arrivals (as laid out above) applies, and any late arrivals or no-shows will be subject to a cancellation fee of £15. You will not be able to place your dog on a waitlist or make another appointment unless the cancellation fee is paid. Groom Guru understands you may be late due to unforeseen circumstances, and any exceptions will be considered on a case-by-case basis. 

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Prohibited breeds

Due to insurance limitations and the safety of our staff and other dogs, Groom Guru is unable to accommodate Chow Chows and XL Bullies at this time.

We understand that breed restrictions can be disappointing, and we want to assure you that this policy is in place solely to comply with our insurer’s requirements and to maintain a safe environment for all.

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We appreciate your understanding and cooperation.

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3. During your service 

 

Matt removal 

Matting occurs when a dog is not brushed or groomed regularly, or when brushing is not done properly—even if it is done frequently. Regular grooming every four to six weeks is essential to prevent matting, maintain a healthy coat length, support skin health, and contribute to your dog’s overall well-being.

While your dog’s coat may appear fine on the surface, mats can often be hidden deep within the fur, particularly in dogs with thick or curly coats. Without consistent grooming, there is a significantly higher risk of mats developing unnoticed.

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Severe matting can lead to serious health consequences, including:

• blood supply to extremities being cut off, and air circulation to skin denied; 

• open sores are likely to form and will emit foul odours;

• organic matter, such as weeds and stickers, can become embedded in the skin;

• matts have been known to hide the dog’s stool (leaving it to dry and become crusty on the skin over time) and even contain fly larvae that can further irritate the skin; and

• heavy matting can trap moisture and urine near the pet’s skin, allowing mold, fungus and bacteria to grow, leading to skin irritation, sores and infection.

 

At Groom Guru, your dog’s well-being is our top priority. If we determine that your dog’s coat is severely matted to the extent that de-matting would cause undue stress, pain, or injury to your dog—or pose a risk to the groomer—we may be unable to provide your requested grooming style. In such cases, we may need to shave your dog for welfare reasons. We take this decision seriously and only recommend shaving when absolutely necessary, in line with the Animal Welfare Act 2006 and our ethical grooming approach.

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Severe de-matting can cause significant pain and distress and may lead to long-term negative associations with grooming. Even ordinarily calm and cooperative dogs may become aggressive when in pain, placing both the dog and the groomer at risk.

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During the pre-groom consultation, our groomers will let you know if your dog appears to require a shave due to matting. However, please understand that we may not be able to identify the full extent of matting until the grooming process is underway. In these cases, we reserve the right to make welfare-based decisions as necessary once the session begins.

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If shaving or extensive de-matting is required, an additional charge of £10 to £20 will be applied to the final bill depending on the size of your dog and the time and resources involved.

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This charge reflects the added complexity of the service and the extra wear and tear on our equipment. Please note that discounts do not apply to matting charges.

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By agreeing to our Terms of Service, you acknowledge and accept that we may shave your dog if necessary to prevent suffering. If you do not wish for your dog to be shaved, you must inform us in advance—either by email at contact@groomguru.dog or at the time of your appointment.

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However, if you do not consent to shaving and we determine that continuing the groom would cause your dog undue stress or harm, we will immediately cease the service and ask you to collect your dog. In such cases, you will be charged a pro-rata amount based on the portion of the grooming service completed.

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Our groomers are always happy to offer guidance on how to care for your dog’s coat at home to prevent future matting and to help ensure your dog can enjoy the style you prefer at each visit.

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Double coats 

Groom Guru does not recommend shaving double-coated dogs unless it is absolutely necessary for their health and well-being. Shaving a double coat can permanently damage the structure and function of your dog’s coat. Potential complications from shaving a double coat include: 

• the coat growing back in a different texture/colour;

• bald patches; 

• hyper-pigmentation of the skin;

• darkening of the skin where the hair has not grown back;

• loss of the top layer of the coat; 

• coarse regrowth of hair in different directions; 

• sun/heat/stroke/cold weather damage due to exposure to the elements;

• exposure to bug bites; and 

• reduced protection against scratching.

 

If you still wish to proceed with shaving your double-coated dog, you must explicitly authorise our groomers to do so and accept that Groom Guru cannot be held liable for any resulting complications, including—but not limited to—those described above. You may provide this consent on the day of your appointment or by emailing us at contact@groomguru.dog.

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Aggression and behavioural issues

At Groom Guru, we are committed to handling all dogs humanely and compassionately, in full compliance with the Animal Welfare Act 2006.

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However, grooming services can be stressful for some dogs, even those that are normally well-behaved. Certain dogs may respond unpredictably to grooming, handling, or being around other dogs, including by displaying aggressive or reactive behaviours.

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If your dog has any known behavioural issues—such as aggression, food or toy possessiveness, or leash reactivity—we ask that you inform us before your appointment. This helps us prepare in advance and tailor the experience to your dog’s needs. In some cases, additional staffing or resources may be required to manage the appointment safely, and this will incur a charge of £20 to £40. As each situation is unique and may evolve during the appointment, the final charge will be confirmed on completion of services. Please note that discounts do not apply to additional behavioural charges.

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Additionally, whilst various methods are used to calm your pet, in some cases, and only when necessary, a muzzle may be used. Muzzling does not harm your dog—it is a safety measure that helps protect our team, your dog, and others in the salon. It can also have a calming effect on some dogs. By signing our Terms of Service, you agree to allow us to muzzle your dog if needed. If you do not consent to the use of a muzzle, you must inform us on the day of your appointment or in advance by emailing contact@groomguru.dog. However, please be aware that if we cannot safely proceed without a muzzle, we will stop the service and ask you to collect your dog. In this case, 50% of the grooming service charge will still apply, regardless of how much of the session has been completed.

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Groom Guru does not tolerate abusive, destructive, dangerous, or aggressive behaviour from customers or their dogs. The safety of our staff, clients, and other dogs is our highest priority. Any customer whose dog causes damage to our property or harm to another dog or person will be held responsible for the associated costs. By signing our Terms of Service, you agree to indemnify and hold us harmless for any damages, claims, or liabilities arising from your dog’s behaviour.

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Failure to disclose any known behavioural issues—such as aggression, leash pulling, or resource guarding—will be treated as a breach of this agreement. In such cases, Groom Guru reserves the right to terminate services immediately, retain your deposit, and seek reimbursement for any resulting damage or injury.

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Health problems, medical problems, and senior pets

Grooming and daycare services can be physically and emotionally taxing for senior dogs (aged 10 and above), as well as for dogs with existing or previously undiagnosed health or medical conditions. Grooming procedures—no matter how gentle—may aggravate underlying issues or bring hidden medical concerns to the surface during or after the session.

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At Groom Guru, our priority is your dog’s comfort and safety. In line with our Approach and the Animal Welfare Act 2006, we always aim to treat your dog humanely and avoid causing unnecessary stress or pain. For this reason, our grooming procedures for senior dogs and dogs with medical issues will focus on cleanliness, comfort, and minimising any physical or emotional strain.

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To allow us to prepare accordingly, it is your responsibility to inform us in advance if your dog is a senior or has any health or medical conditions. You may do this by emailing us at contact@groomguru.dog before your appointment or notifying us at check-in on the day.

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Please note that if we are required to cancel or significantly modify your dog’s appointment within 48 hours due to seniority or medical reasons, Groom Guru reserves the right to retain your deposit. We appreciate that genuine health concerns may arise at short notice and will always accommodate cancellations or changes for valid medical reasons. However, this policy helps prevent misuse of health-based cancellations that may unfairly affect our other customers and our ability to deliver timely services.

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Parasites 

Please ensure that your dog is not infected with parasites such as fleas, ticks and tapeworm. If your dog is found to have parasites during their consultation or is regularly found on your dog during our services, we have a right to refuse service and access to future services to protect the health and safety of our customers, their dogs, and our employees, as parasites are contagious and can spread to other dogs and humans. In this instance, any deposit paid may also be forfeited.

 

If parasites are discovered during a grooming service, an additional charge of £15 per parasite will apply to cover the extra time, treatment, and sanitisation required. For example, if your dog is found to have fleas, ticks, and tapeworms, an additional fee of £45 will be added to your final bill.

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If parasites are found during daycare services, the following applies:

• If your dog does not require immediate veterinary treatment, an additional fee of £25 per parasite will be charged.

• If immediate veterinary treatment is required (e.g. in the case of tapeworms), you will be asked to collect your dog immediately. The same £25 per parasite fee applies to cover treatment, isolation, and cleaning.

• You will be granted a one-hour grace period for collection. After that, parking fees apply as follows:

  • £15 per hour for the next two hours

  • £30 per hour from the third hour onward

 

If your dog is not collected in a timely manner, we reserve the right to seek medical attention from Village Vet St John's Wood or any other Village Vet at your expense. Please refer to the veterinary authorisation section for full details.

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Please note: discounts do not apply to any additional parasite-related charges for either grooming or daycare services.

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By signing our Terms of Service, you agree to cover all medical and associated costs, including any veterinary care, arising from the presence of parasites.

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Reactions, accidents, medical emergencies and veterinary authorisation 

At Groom Guru, your dog’s health, wellbeing, and safety are our highest priorities. However, please understand that working with animals—especially in grooming and daycare settings—comes with inherent unpredictability. Each dog is unique, and their reactions can vary widely. Additionally, grooming tools are sharp and, despite our staff’s skill and care, accidents may occur.

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The most common outcomes during grooming are minor and superficial. These include small nicks, cuts, or redness of the skin. For example, when attempting to de-matt heavily matted fur, our groomers may expose previously irritated skin. This often presents as redness, which typically recedes once the skin can breathe. These types of reactions, while not uncommon, are generally not serious and are managed with appropriate aftercare.

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However, more serious accidents and medical emergencies are also potential outcomes. For example:

• aggressive dogs may lunge or thrash unpredictably, placing themselves and our groomers at risk of injury;

• senior dogs or dogs with underlying health conditions may experience sudden adverse reactions, even with gentle handling; and

• during daycare, minor injuries such as bumps or scrapes may occur from normal play. In rarer cases, dogs may fall ill or sustain more serious injuries.

 

In any such situation, our team will act swiftly and responsibly to ensure your dog’s immediate safety and comfort.

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In the event that Groom Guru deems veterinary care necessary, you authorise us to make timely decisions on your behalf, including seeking veterinary treatment, and accept full financial responsibility for all associated costs. If Groom Guru initially covers these costs, we reserve the right to recover these expenses from you.

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By signing our Terms of Service, you give us express permission to seek emergency veterinary care from:

Village Vet St John’s Wood

10 Boundary Road, London NW8 0RH, United Kingdom

+44 20 7372 7077

and any other appropriate Village Vet clinic.

Please note that, as a small team with a responsibility to continue serving our other customers, we reserve the right to leave your dog under the care and supervision of the vet once they have been handed over. You will be informed immediately of your dog’s condition, location, and any further actions taken.

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By using our services, you acknowledge and accept that while Groom Guru takes all reasonable precautions to ensure your dog’s safety, some risks are inherent in grooming, daycare, and other canine care services. You therefore agree not to hold Groom Guru liable for any injury, illness, adverse reaction, accident, death, or other undesirable outcome that may occur while your dog is in our care.

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4. After your service 

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Early pickups 

Pickup times are agreed upon at drop-off and will be confirmed via SMS. 

If you arrive early and your dog’s service is still in progress, please do not alert your dog to your presence in any way, including standing near the grooming area, calling out, or making eye contact. Doing so may overly excite your pet, posing a safety risk to both your dog and our staff, and may interrupt the grooming process.

If you insist on approaching your pet or disrupting the service despite staff instructions, we reserve the right to immediately end the service. In such cases, the full service fee will still apply, regardless of whether the appointment was completed.

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Late pickups 

If you are more than 30 minutes late in collecting your dog, the following late pickup fees will apply:

• £15 for the first additional 15 minutes

• £30 for each subsequent 15-minute interval

 

These fees cover the additional care and supervision your dog requires outside of scheduled hours. Discounts do not apply to late pickup fees.

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If your dog is not collected before our closing time, we reserve the right to transfer your dog to the nearest dog shelter, and you will be held responsible for any associated transfer or housing costs.​

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5. In-store purchases

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Please be advised that any goods, items or products sold are provided “as is”, without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, Groom Guru excludes all representations, warranties, conditions and other terms which but for this legal notice might have effect in relation to in-store purchases. 

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Groom Guru does not warrant that the functions contained in any goods, items or products sold will be free of defects. 

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Use of goods, items or products sold

Groom Guru makes no representation as to the goods, items, or products sold as being available or suitable for a particular purpose.

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Any information on the goods, items or products sold are intended as an educational aid only. It is not intended as medical advice for individual conditions or treatment. It is not a substitute for medical advice, nor does it replace the need for services provided by medical professionals. If you are unsure if the good, item or product is fit for purpose, we recommend speaking with veterinarian. Only your veterinarian can provide you with advice on what is safe and effective for your dog.

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Dog shampoo and conditioner refill

Please note that Groom Guru will not refill any bottles unless they have been visibly cleaned prior to refill. Groom Guru does not accept any liability arising from improperly cleaned bottles. It is the customer’s responsibility to ensure that their bottle has been cleaned to an adequate standard.

 

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You'll also need the receipt or proof of purchase. To start a return, you can contact us at contact@groomguru.dog. Please note that returns will need to be conducted in person at the following address: 112 Cleveland Street, London, W1T 6PA, United Kingdom. 

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You can always contact us for any return questions at contact@groomguru.dog. 

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Damages and Issues 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Certain types of items cannot be returned, like perishable goods (such as dog treats) and personal care goods (such as dog shampoo, dog conditioner). 

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Please get in touch if you have questions or concerns about your specific item. 

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Unfortunately, we cannot accept returns on sale items.

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Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase of the new item. 

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Refunds 

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We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. 

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Please remember it can take some time for your bank or credit card company to process and post the refund too. 

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If more than 15 business days have passed since we’ve approved your return, please contact us at contact@groomguru.dog.

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6. General

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Photographs: 

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By signing our Terms of Service, you grant Groom Guru permission to photograph your dog for any business-related purpose, including but not limited to:

• appointment documentation and record-keeping; and

• Groom Guru’s website and social media content.

 

All photographs taken are the property of Groom Guru. If you do not wish for Groom Guru to photograph your dog, it is your responsibility to inform us by emailing us at contact@groomguru.dog or on the day of your appointment. 

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If you wish for us to remove any photos we may have of your dog, please let us know by emailing us at contact@groomguru.dog.

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Indemnification

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Customers are fully responsible for any damage or injury caused by their dog while on Groom Guru premises or while receiving services.

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You agree to defend, indemnify and hold harmless Groom Guru, its owners, officers, directors, employees, agents, and affiliates from any and all claims, liabilities, damages, legal fees, fines, or expenses (including reasonable attorneys’ fees) arising from:

• any damage caused by your dog;

• your breach of these Terms & Conditions; and

• any unauthorised use of Groom Guru’s content or services.

 

Complaints, concerns and feedback

If you have any complaints, concerns or feedback regarding our services, please let us know as soon as possible after receiving our services. You may contact us either in person at Groom Guru at 112 Cleveland Street, London W1T 6PA, or by emailing us at contact@groomguru.dog.  

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When making a complaint, please provide us with the following information: 

• Your name and preferred telephone/email to contact you 

• Your dog’s name 

• The date on which your dog received our services 

• A brief description of your concerns 

• A summary of what, in your opinion, we can do best to deal with your concerns. 

 

To help us investigate effectively, we ask that concerns be raised within 48 hours of your appointment. If concerns are raised after this time frame, our ability to conduct a thorough investigation may be limited.

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If specific staff members were involved, please let us know their names to assist with our review.

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We aim to respond to all formal complaints within five (5) business days.

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7. Daycare-specific terms

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The additional terms below apply only in relation to daycare services. In the event of conflict, please refer to the terms below.

 

Vaccinations

To ensure a safe and healthy environment, all dogs attending Groom Guru’s daycare must complete their primary vaccination courses at least 2 weeks prior to attending. Required vaccinations are:

• canine parvovirus – every 3 years

• canine distemper – every 3 years

• infectious canine hepatitis (adenovirus) – every 3 years

• leptospirosis – every year

• rabies – if your dog was travelled into the UK from another country.

• kennel cough – every year

 

To verify compliance, you must provide proof of vaccination, which will be securely stored on your client profile. Please note that no dog will be admitted without up-to-date vaccination records.

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Dogs under 1 year old

Dogs under 1 year of age must have veterinary approval to attend daycare.

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Spaying / neutering / chemical castration

To ensure a safe, stress-free, and harmonious environment for all the dogs in our care, we require that all daycare attendees be spayed, neutered or chemically castrated. This helps prevent unwanted behaviours such as marking, mounting, and hormonal aggression, which can sometimes lead to tension among dogs in a group setting. It also ensures a more balanced and relaxed play environment for everyone.

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Aggression and behavioural issues

Groom Guru reserves the right to refuse admittance to any dog displaying behavioural issues, including but not limited to:

• Leash reactivity

• Food or toy possessiveness

• Excessive barking, dangerous play, or dominant behaviour

 

We do not accept dogs with a history of aggression toward other animals or humans.

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If your dog is in heat, they are not permitted to attend daycare.

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By signing our daycare Terms of Service, you confirm that your dog has not harmed, shown aggression, or posed a risk to themselves, other dogs, or people. Our staff are happy to discuss any behavioural concerns you may have before booking.

 

Prohibited breeds

Due to insurance, safety considerations and size limitations, Groom Guru cannot admit any large-sized dogs into the daycare. We appreciate your understanding of this policy designed to ensure the safety of our team and other customers. If you have any queries as to what size your dog is, please do not hesitate to email us at contact@groomguru.dog.

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8. Jurisdiction

 

These Terms of Service are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms of Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.