Phoebe & Co. – Terms & Conditions
Last updated: August 2026
These Terms & Conditions are designed to help ensure the safety, comfort and welfare of every dog visiting Phoebe & Co., while setting out what clients can expect from their appointment.
By booking an appointment with Phoebe & Co., you confirm that you have read, understood and agree to these Terms & Conditions.
1. Appointments & Consultations
All dogs will receive an initial consultation before grooming begins.
Clients must provide accurate and up-to-date information about their dog's:
Health
Medical conditions
Behaviour
Previous grooming experiences
Any other information that may affect the groom
Please advise Phoebe & Co. of any changes to your dog's health, medication, behaviour or circumstances at future appointments.
The welfare of the dog will always take priority over completing a particular style or service.
2. Health & Medical Conditions
Clients must disclose any known medical conditions, allergies, skin conditions, injuries, mobility problems, heart conditions, seizures, breathing difficulties or other health concerns before the groom begins.
Grooming may occasionally reveal pre-existing conditions that were not previously visible, including lumps, skin irritation, sores, parasites, ear problems or other abnormalities.
Phoebe & Co. does not provide veterinary diagnosis or treatment. Any concerns requiring veterinary assessment will be referred back to the dog's owner and veterinary surgeon.
Where a dog's health, age or physical condition means that continuing the groom could compromise their welfare, the groom may be modified, shortened or stopped.
3. Senior & Vulnerable Dogs
Senior dogs and dogs with existing medical or mobility conditions will be groomed according to their individual tolerance and welfare needs.
This may mean:
Taking additional breaks
Adapting the groom
Completing a shorter or more practical style
Stopping before the planned groom is fully completed
While every reasonable precaution will be taken, grooming can be physically demanding for elderly or medically compromised dogs.
4. Behaviour & Safety
Clients must disclose any known history of aggression, biting, snapping, extreme anxiety or other behaviour that could affect safety.
Phoebe & Co. reserves the right to modify or stop a groom where a dog becomes excessively distressed or where continuing would present a risk to the dog or groomer.
Appropriate humane safety equipment may be used where necessary.
If a groom cannot be completed because of behaviour or welfare concerns, a charge may still apply for the grooming time and services already provided.
Phoebe & Co. reserves the right to decline future appointments where it is considered unsafe or unsuitable to continue grooming a particular dog.
5. Coat Condition & Matting
Owners are responsible for maintaining their dog's coat between professional grooming appointments.
Where matting is present, Phoebe & Co. will always prioritise the dog's comfort and welfare over retaining coat length.
Extensive or tight matting will not be repeatedly brushed or forcibly dematted where doing so would cause unnecessary discomfort, pain or stress.
In these circumstances, the safest and kindest option may be to clip the affected coat short.
The final length or style of a matted coat cannot be guaranteed.
Removing severely matted coat may reveal pre-existing skin conditions, irritation, sores, bruising, lumps, parasites or other problems that were hidden beneath the coat.
An additional charge may apply where significant matting requires extra grooming time, specialist handling or additional wear on equipment.
A full Matting Policy is available separately.
6. Fleas, Ticks & Parasites
Please advise Phoebe & Co. before your appointment if you know or suspect that your dog has fleas, ticks or another contagious or parasitic condition.
If fleas or other parasites are discovered during the appointment, the groom may need to be altered or stopped depending on the circumstances.
Additional charges may apply where extra cleaning or disinfection of the salon and equipment is required.
7. Grooming Results
Every effort will be made to achieve the style discussed during consultation.
However, the finished groom will depend on factors including:
Coat type and condition
Matting
Previous grooming
Behaviour and tolerance
Health and mobility
Owner maintenance between appointments
Where coat condition or welfare prevents the requested style from being safely achieved, an appropriate alternative may be necessary.
Photographs shown for inspiration cannot guarantee an identical finished result.
8. Nails, Ears & Other Grooming Procedures
Nails will only be shortened to a safe length.
Routine external ear cleaning may be carried out where appropriate.
Phoebe & Co. does not diagnose or treat ear infections or other medical conditions.
If anything concerning is noticed during grooming, the owner may be advised to seek veterinary attention.
9. Accidents & Veterinary Emergencies
Phoebe & Co. takes reasonable care to provide a safe grooming environment and works with the dog's welfare as the priority.
Although uncommon, minor incidents can occur during grooming, particularly where dogs move suddenly, have heavily matted coats, fragile skin, behavioural difficulties or underlying medical conditions.
If a dog becomes seriously unwell or is injured during an appointment and urgent veterinary attention is considered necessary, Phoebe & Co. will make reasonable efforts to contact the owner or nominated emergency contact.
Where an owner cannot be reached and delaying treatment could compromise the dog's welfare, appropriate veterinary assistance may be sought.
Responsibility for veterinary costs will depend on the individual circumstances surrounding the incident and any legal responsibility that applies.
Nothing within these Terms & Conditions is intended to exclude or restrict liability where it would be unlawful to do so.
10. Arrival Times
Please arrive as close as possible to the agreed appointment time.
Late arrival may reduce the amount of grooming time available and, where the appointment can no longer be completed without affecting subsequent bookings, the appointment may need to be shortened or rearranged.
Repeated lateness may affect future bookings.
11. Collection
Clients will be advised when their dog is ready for collection or given an approximate collection time.
Dogs should be collected promptly once the groom is complete.
Phoebe & Co. is a grooming salon rather than a day-care facility, so dogs cannot routinely remain at the salon for extended periods after their appointment.
Where a client is unexpectedly delayed, they should contact Phoebe & Co. as soon as possible.
12. Cancellations, Rearrangements & No-Shows
Phoebe & Co. understands that plans occasionally change and asks clients to provide as much notice as possible when cancelling or rearranging an appointment.
A minimum of 48 hours' notice is requested for cancellations or appointment changes wherever possible.
Phoebe & Co. reserves the right to introduce or apply a cancellation fee, booking deposit or prepayment requirement for:
Late cancellations
Missed appointments
Repeated rearrangements
Any applicable charge will be made clear before it becomes payable.
Repeated missed appointments or short-notice cancellations may result in future appointments being declined or requiring payment in advance.
13. Pricing
Prices advertised by Phoebe & Co. are starting prices unless specifically stated otherwise.
The final cost of a groom may vary depending on:
Dog size
Coat type and density
Coat condition
Matting
Behaviour
Grooming frequency
Time required
Additional work necessary to complete the groom safely
Where a groom is expected to differ significantly from the usual quoted price, reasonable efforts will be made to discuss this with the client.
14. Payment
Payment is due on completion of the appointment unless otherwise agreed in advance.
Phoebe & Co. reserves the right to change the payment methods accepted and to request a deposit or advance payment for certain appointments.
15. Photography & Social Media
Phoebe & Co. may ask for permission to photograph dogs before, during or after their groom for portfolio, website or social media purposes.
Clients may decline photography or request that images of their dog are not used publicly.
Where consent has not been given, photographs will not intentionally be used for marketing purposes.
16. Oral Health Services
Oral health and teeth-cleaning services provided by Phoebe & Co. are non-veterinary grooming and hygiene services.
They are not a substitute for examination, diagnosis or treatment by a veterinary surgeon.
Results will vary depending on the individual dog and the amount and severity of plaque or tartar present.
Phoebe & Co. will not continue treatment where there are signs that veterinary assessment may be required, including:
Significant gum inflammation
Loose or damaged teeth
Pain
Bleeding
Infection
Other concerning oral-health findings
Owners may be advised to consult their veterinary surgeon before continuing with non-veterinary oral hygiene services.
17. Infectious Illness
Dogs showing signs of an infectious or contagious illness should not attend their appointment.
If your dog develops vomiting, diarrhoea, coughing, unusual discharge or another potentially infectious condition before their appointment, please contact Phoebe & Co. to discuss whether the appointment should be rearranged.
Phoebe & Co. reserves the right to refuse or stop an appointment where there is reasonable concern about infection risk.
18. Pregnant & Nursing Dogs
Owners must disclose if a dog is pregnant, suspected to be pregnant or currently nursing puppies before booking.
Phoebe & Co. reserves the right to decline or adapt grooming where it is considered that the appointment could place unnecessary stress on the dog.
19. Puppies
Puppy grooming sessions are designed around confidence building and positive introduction to the grooming environment.
The amount completed during a puppy appointment will depend on the puppy's age, temperament and tolerance.
Phoebe & Co. will not force a puppy through procedures simply to complete a predetermined groom.
20. Owner Responsibilities
Owners are responsible for:
Providing accurate information about their dog
Informing Phoebe & Co. of relevant medical or behavioural concerns
Providing up-to-date contact and emergency contact details
Arriving and collecting their dog at agreed times
Maintaining their dog's coat between appointments
Seeking veterinary advice where advised
Informing Phoebe & Co. promptly of any concerns following an appointment
21. Concerns Following a Groom
If you have any concerns regarding your dog's groom, please contact Phoebe & Co. as soon as reasonably possible so the matter can be discussed.
Phoebe & Co. aims to resolve genuine concerns fairly and professionally.
22. Refusal or Termination of Service
Phoebe & Co. reserves the right to refuse, modify or discontinue a service where reasonably considered necessary for:
Animal welfare
Health or safety
Aggressive or dangerous behaviour
Infectious disease concerns
Repeated breaches of salon policies
Non-payment
Repeated missed appointments or cancellations
This will always be considered on an individual basis.
23. Privacy
Personal information supplied to Phoebe & Co. will be handled in accordance with the salon's Privacy Policy and applicable UK data-protection requirements.
The full Privacy Policy is available separately.
24. Changes to These Terms
Phoebe & Co. may update these Terms & Conditions from time to time.
The most current version will be available through the Phoebe & Co. website.
Phoebe & Co.
Heath Hayes, Cannock, Staffordshire
Related policies:
Matting Policy
Privacy Policy