Our Policies

Cancellations and no shows 

Please try to give as much notice as possible before cancelling an appointment. Cancellations made with less than 24 hours notice will result in a 100% charge of the service fee. This also includes not turning up to an appointment. However, we do appreciate there are times when emergencies happen. If you could please just let us know as soon as you are able so we can try to fill the appointment with another customer. 

Lateness

Please try to be considerate in regards to arriving at your appointment on time. While we appreciate we all have busy lives and run late at times, please let us know so we can try our best to still accommodate you but at the same time avoid causing unfair delays for customers after your appointment. 

Matting Policy

Due to some dogs being severely matted we are now introducing a £10 fee as untangling badly matted coats takes a lot of time to rectify and causes a knock on effect for the rest of the day's appointments, which results in Courtney having to work even later to catch up. Also, please be aware that if your dog is matted and the untangling process is causing discomfort, we will have no other option than to shave the coat to avoid any further distress to your pooch.

Bookings

Please, please have at least two appointments booked in advance, at all times, to avoid any disappointment due to delays. We try our absolute best to fit everyone in but this is impossible unless bookings are made in advance by emailing Hayley. Again, Hayley only works part time at Head of the Hounds so please be patient for a response. 

​

Please Be Kind!

We understand it can be frustrating at times during a very busy period, but we endeavour to always provide the best service that we possibly can for each and every customer. We will not tolerate rudeness and bad behaviour. 

​