POLICIES & TERMS AND CONDITIONS
At Coastal Canine Spa Co., your dog’s wellbeing is at the heart of everything we do. Our policies are designed to ensure a safe, stress‑free and professional grooming experience, while keeping communication clear and expectations aligned. Below you will find summaries of our key policies.
Terms of service
Cancellation & no show
Every dog is unique, and we tailor each groom to their age, coat, temperament and health. Owners must disclose any behavioural or medical information that may affect grooming. We reserve the right to stop a groom if a dog becomes distressed or unsafe. Emergency veterinary care may be sought if required for welfare.
Aggressive & reactive dogs
Safety and wellbeing are always our priority. If a dog shows signs of aggression, fear, or extreme stress during grooming, we may pause or stop the session to prevent injury or distress. We believe behaviour can improve with the right approach, and we’re always happy to work with owners to build confidence over time. This may include shorter sessions, gradual desensitisation, positive handling techniques, or adapting the environment to help your dog feel safe. Muzzles may be used where appropriate. If a dog continues to pose a safety risk, we may recommend a behaviour plan or alternative grooming arrangements.
Social media & photography
We love celebrating our furry clients. Photos may be used on our social media or website unless you choose to opt out. Just let us know — we respect your preferences.
We understand plans change. If you need to cancel, please give at least 24 hours’ notice. Late cancellations or missed appointments may incur a fee, as the time has been reserved exclusively for your dog.
Fleas and parasites
Please ensure your dog is treated before attending future appointments. If fleas are discovered during a groom, you will be informed and a flea-cleaning fee may be added if you wish to proceed with the groom as the salon will need to be deep-cleaned before any further clients.
Payment policy
Payment is due on collection. Deposits may be required for new clients or larger breeds. Accepted payment methods: Cash, bank transfer, card.
Matted coat
Your dog’s comfort comes first. If a coat is severely matted, we may need to clip it short to prevent pain or injury. We do not perform prolonged or painful de‑matting. Additional charges may apply due to time and equipment wear, but this will be communicated with you prior to proceeding.
Late collection
To maintain a calm environment and smooth schedule, dogs must be collected promptly at the agreed time. Late collection fees may apply as this will impact the next clients 1:1 experience.
Privacy (GDPR)
Your personal information is stored securely and used only for managing appointments and communication. We never share your data with third parties except in emergencies (e.g., veterinary care). You may request access or deletion of your data at any time.