Bookings
You may amend your original booking once, up to 72 hours prior to the scheduled appointment. If changes are accepted, you will be notified. Changes may be declined due to availability. No fee will be applied for one change, respecting the 72-hour notice.

Cancellations and No Shows
Cancellations must be made at least 24 hours in advance. If you fail to cancel or do not show up for your appointment, full payment will be required before another appointment is made. To cancel or reschedule, please contact us by phone or text with your name, pet's name, and appointment details. Your request will be confirmed once acknowledged by Pup Fiction.

Late Arrivals and Pick ups
We ask that you arrive on time for your appointment. If you arrive more than 15 minutes late, we reserve the right to reschedule or cancel your appointment, and full payment will still be required. If you believe you will be late, please contact us in advance. We do not have facilities for multiple pets and cannot accept a new appointment until the previous one has left. Late collections (more than 20 minutes after the contact time) will incur a £10 late fee, which will increase by £5 for every further 10 minutes late, which will be payable on collection of your pet.

Pricing
Pricing is based on factors such as breed, coat type, condition, and temperament. Additional charges may apply for matted coats, extra treatments, or if your dog has not been regularly groomed. If the condition of your dog’s coat requires extra attention beyond what was initially quoted, you will be notified, and additional charges may apply.

Payments
Full payment is required at the time of collection, either by cash, credit, debit card, or bank transfer. A non-refundable deposit may be required for first-time appointments. All extra charges, such as for de-matting or treatments, must be paid in full before the groom is completed.

Health & Welfare
By attending your appointment, you confirm that your dog is fit and healthy and up-to-date with vaccinations and flea/worm treatments. We are not responsible for any reactions to grooming products, but please inform us of any known allergies or sensitivities. Grooming may expose underlying health conditions, for which we cannot be held liable.

Vet Care
In the unlikely event of an accident or health issue, we reserve the right to administer first aid and transport your dog to the nearest vet for treatment. You will be responsible for all related costs, and will pay any vet costs directly to the vet practice.

Fleas and Parasites
We reserve the right to refuse grooming if fleas or other parasites are found. If parasites are discovered during the groom, an additional £20 charge will apply to cover the time and products required to treat the salon and prevent cross-contamination. Your dog may also be sent home immediately.

Aggressive Behaviour
For the safety of our staff and your dog, we reserve the right to refuse or stop grooming any dog that displays aggressive behaviour. If grooming is interrupted due to aggression, the full price of the appointment will be charged. Please inform us if your dog has any history of aggression.

De-Matting
While we will attempt to de-mat your dog’s coat where possible, we reserve the right to shave the coat if de-matting would cause discomfort or pain. In line with the Animal Welfare Act, de-matting may not be possible for severely matted dogs. Additional charges may apply for de-matting services.

Senior and Special Needs Pets
If your dog is elderly or has known health issues, please inform us in advance. Grooming may expose underlying health problems, and we may recommend veterinary care if necessary. We are not liable for any injuries or health issues that arise during the grooming process.

Photographs and Marketing
We may take photographs of your dog during grooming for promotional purposes, including on our website and social media. By booking with us, you consent to the use of these images unless you notify us otherwise in writing.

General Liability
Pup Fiction is not responsible for any injuries, illnesses, or accidents that may occur during the grooming process. While we take every precaution to ensure your dog’s safety, grooming inherently carries some risk, such as skin irritation, nicks, or abrasions. We will notify you of any issues during the groom and work with you to address them.

Feedback and Satisfaction
If you are dissatisfied with your dog’s groom, please notify us within 24 hours. We will do our best to resolve any issues, but refunds will not be issued. If necessary, we will offer to redo the groom at no extra charge.

Health and Safety
We reserve the right to refuse grooming for dogs that are unwell, have fleas, or pose a risk to other dogs or staff. It is your responsibility to ensure that your dog is in a healthy condition before attending grooming sessions.

By proceeding with your booking, you agree to these terms and conditions. Should you have any questions, please feel free to contact us.

Matting Policy

Severely matted coats are a welfare concern, and at Pup Fiction, the health and comfort of your pet are our top priorities. Matting occurs when loose fur, dirt, and moisture become tangled, forming tight knots that pull on the skin. This is extremely painful for dogs and can lead to serious health issues such as bruising, hematomas, restricted blood circulation, and skin infections. Additionally, matting can hide underlying health conditions, including sores, parasites, and skin abnormalities that may not be visible until the coat is removed.

Attempting to brush out severe matting is not a humane option, as it causes unnecessary stress and pain to the dog. In these cases, the only kind and safe solution is to shave the coat. While every precaution is taken, dogs with severely matted coats are at higher risk for nicks, cuts, or skin irritation due to the close contact of the clippers with the skin. Pup Fiction is not responsible for any pre-existing conditions uncovered during the grooming process, nor for any minor injuries that may occur as a result of shaving a matted coat.

Owners are responsible for maintaining their dog’s coat between grooming appointments. Regular brushing and professional grooming help prevent matting and ensure your pet’s continued comfort and well-being. If your dog requires a shave due to matting, we will discuss the process with you before proceeding. Additional fees may apply for mat removal due to the extra time and care required.

By using our grooming services, you acknowledge that you understand the risks associated with matting and agree to allow us to take the necessary steps to prioritise your dog's welfare.