Terms & Conditions

Last updated: 12 January 2026
Business name: TamTamGrooms (“we”, “us”, “our”)
Contact: 07521 582322 | info@tamtamgrooms.com
Service area: Finchley N3 (home salon) + client homes by arrangement + pickup/drop-off across many North West London areas (by arrangement)

1) About these Terms

These Terms apply to bookings made via our website booking system, phone, WhatsApp, or in person. By booking, you confirm you are 18 or over and you agree to these Terms.

Nothing in these Terms limits your statutory consumer rights.

2) Services we provide

We provide dog grooming services which may include: full groom, bath & dry, de-shedding, hand stripping, puppy introduction, nail cutting, ear cleaning, cosmetic teeth cleaning (section 14), external anal gland expression (section 15), flea/tick services (section 16), and dematting/coat management (section 13).

We are not a veterinary practice and we do not diagnose medical conditions.

3) Health, welfare and suitability for grooming

3.1 Fit and well enough to groom

We only accept dogs for grooming if, in our reasonable view, they are well enough to be groomed safely and humanely.

3.2 Elderly, anxious or medically fragile dogs

If your dog is elderly, anxious, injured, recovering from illness/surgery, or medically fragile, grooming may be limited to a welfare-led hygiene/welfare trim to reduce stress. In some cases we may refuse or stop the groom if continuing would risk pain, injury, or distress.

3.3 Underlying issues can be revealed

Grooming (especially removal of heavy matting) can reveal or aggravate underlying skin or health issues that were already present but hidden by coat condition. We will handle your dog carefully, but you accept this can happen even when grooming is carried out properly.

4) Customer responsibilities (important)

You must tell us before the appointment about anything that could affect safety, welfare, time required, or the outcome, including:

any history of aggression/reactivity (biting, snapping, lunging) or severe anxiety,
medical conditions, injuries, allergies, medications,
skin/ear problems,
matting or coat changes,
parasite concerns (fleas/ticks),
any relevant vet details.

If relevant information is withheld or inaccurate, we may refuse/stop the service and the no-refund rules in sections 7 and 17 may apply.

5) Emergency contact (required)

You must provide an emergency contact (name + phone number) when registering/booking.

6) Prices, booking payment and payment methods

6.1 Pricing

Prices vary depending on coat condition, size, behaviour, and time required. Add-on charges set out in these Terms may apply (for example, matting/time charges).

6.2 Booking payment (deposit) and refund window

A booking payment (deposit) is required to secure your appointment. The amount is shown next to each service at the time of booking.

Refund rule for the booking payment (deposit):

If you cancel 24 hours or more before your appointment time, you are eligible for a full refund, including the booking payment.
If you cancel less than 24 hours before your appointment time, no refund is available, including the booking payment.

This is because once an appointment is within 24 hours, it is usually not possible to refill the slot and time has been reserved specifically for your dog.

6.3 Balance payment & methods

The booking payment (deposit) is paid at booking.
The remaining balance is due after the service is completed, before collection/hand-back.
Payment methods: contactless card, bank transfer, cash, Apple Pay, Google Pay.

7) Cancellations, late arrivals and no-shows

7.1 Cancellations (24-hour policy)

If you cancel 24 hours or more before your appointment time, you are eligible for a full refund of all amounts paid (including the booking payment and any prepaid add-ons).
If you cancel less than 24 hours before your appointment time, no refund is available.

7.2 No-shows

If you do not attend your appointment, no refund is available.

7.3 Late arrival (drop-off)

Please aim to arrive 5–10 minutes early.

If you arrive 15 minutes or more late, we may need to refuse the service (especially where we have other bookings). In that case:

the appointment may be treated as a late cancellation/no-show, and
no refund is available.

If time allows, we may still proceed, but the groom may need to be shortened/adjusted.

8) Late collection fee

We will text you when your dog is ready.
If you are late collecting your dog, a late fee of £10 per 30 minutes (or part of 30 minutes) applies.

9) When we may reschedule

We may need to reschedule due to matters outside our reasonable control, such as:

equipment failure,
power/water outage,
severe weather,
emergencies/illness,
traffic disruption affecting pickup/drop-off schedules.

If we cancel, you can choose a full refund of amounts paid or a reschedule.

10) Pickup & drop-off service (optional)

10.1 Area & timing

We offer pickup/drop-off across many North West London areas by arrangement. Availability depends on the day’s route and traffic. We will confirm an estimated time window, but exact times cannot be guaranteed.

10.2 Fees

£10 pickup
£10 drop-off
(£20 total if both.)

10.3 Transport safety

You agree your dog will be safely handed over with an appropriate collar/harness and lead, and you will disclose behaviour issues that could make transport unsafe. We may refuse transport if we believe it is unsafe or impractical.

11) Home visits (grooming at the client’s home)

If we groom at your home, you must provide a safe, clean, well-lit space and ensure children/other pets do not interfere. There is no travel fee/minimum spend for home visits (unless agreed otherwise in writing for specific circumstances).

12) Vaccinations

We require dogs to be up to date with vaccinations.

We ask you to submit vaccination records once, when you first register. If you can’t provide records before the first groom, we may still proceed at our discretion (for example, because we groom 1-to-1), but you agree to provide evidence as soon as reasonably possible and we may remind you before future appointments.

Important: Vaccination significantly reduces risk but does not guarantee that a dog cannot catch illness, particularly where diseases are airborne or the dog is exposed elsewhere.

13) Matting, dematting & welfare-led clip-offs

13.1 Welfare first

We will not continue any brushing/dematting that, in our reasonable view, would cause pain, distress, or risk of injury.

13.2 Dematting time cap (15 minutes)

Where dematting is appropriate, we will spend up to 15 minutes attempting to demat during the appointment. If more than 15 minutes would be required, we will move to a welfare-led solution, which may include:

a welfare-led clip-off (shorter clip), and/or
modifying the groom to a welfare/hygiene trim.

13.3 Extra time charge (where applicable)

If extra time is required due to coat condition/matting beyond standard grooming time (for example, careful coat management, additional drying/handling), a charge of £15 per 15 minutes may apply, but only where it is reasonable and discussed with you.

13.4 After-effects

Some temporary redness/irritation can occur after removing severe matting. We will take care, but you acknowledge this can be a normal consequence of coat condition and mat removal.

14) Teeth cleaning (“ultrasonic teeth clean”) — cosmetic only / no veterinary dentistry

14.1 What we do

Any teeth cleaning we offer is cosmetic cleaning above the gum line only, and only if your dog tolerates it calmly.

14.2 What we do not do (explicit)

We do not:

diagnose dental disease,
perform cleaning/treatment below the gum line,
carry out veterinary dental procedures,
attempt anything we believe requires a vet.

14.3 We will stop and/or refer to a vet

We will stop immediately if your dog is distressed or shows signs of oral pain, bleeding gums, loose teeth, severe tartar, or will not cooperate. We may recommend you see a vet.

15) Anal gland expression — external only

We only offer external anal gland expression where appropriate. We do not treat infection/impaction. If there are signs of pain, swelling, discharge or bleeding, we will advise veterinary care.

16) Fleas, ticks, illness & sanitation

16.1 Known fleas: do not attend

If you know your dog has fleas, please do not attend until treated and safe.

16.2 If fleas are found during grooming

If we discover fleas during the appointment, we may stop the service at any point. In that case, no refund is available.

If the infestation appears minor, we may offer a £50 flea bath, which includes the flea bath plus additional cleaning/sanitation time, materials, and disruption costs required to reduce contamination risk in the grooming environment. If you decline the flea bath, we may stop the groom.

16.3 Illness / contagious risk

If your dog shows signs of illness or we suspect a contagious/zoonotic risk, we may refuse or stop the groom. If the appointment is stopped/refused in these circumstances, no refund is normally available.

17) Behaviour, safety, muzzles and refusal of service

17.1 Safety first

We may use appropriate handling techniques and, where necessary, a muzzle or safety restraint.

17.2 We may stop/modify/refuse

If your dog becomes aggressive, dangerously reactive, or too stressed to handle safely, we may stop the groom or modify it to a welfare trim.

If we stop or refuse the groom for safety/welfare reasons (including undisclosed behaviour issues), no refund is normally available. If substantial work has already been completed, you may also need to pay for time/work done where applicable (we will explain clearly at the time).

17.3 Sedation (explicit)

We do not provide, administer, recommend, or supply sedation or sedative medication. If you believe sedation is necessary, this must be discussed with your veterinarian in advance, and we may still refuse to groom if it would be unsafe or unsuitable.

17.4 Owner responsibility for control

You remain responsible for your dog being under proper control and for any injury or damage caused if the dog is dangerously out of control.

18) Minor incidents (nicks, scratches, clipper irritation)

Grooming involves sharp tools and moving animals. Despite care, minor nicks, scratches, or clipper irritation can occasionally occur. If any incident happens, we will tell you as soon as possible and we may recommend veterinary advice where appropriate. Nothing in this section limits your rights if harm is caused by negligence.

19) Results vary & style expectations

Results vary due to coat type, hair growth, matting, behaviour and welfare/time constraints. We will not carry out requests we believe are unsafe, painful, or not realistically achievable for your dog.

20) Inspection at collection & concerns

Please inspect your dog at collection/hand-back and raise any concerns immediately so we can assess them fairly.

We understand some issues may become noticeable later (e.g., irritation revealed after mat removal). If you believe there is a problem connected to grooming, contact us as soon as possible (ideally within 24 hours) with details and photos. We will review and aim to resolve matters reasonably case-by-case. This does not limit your statutory rights.

21) Photos/videos, consent and intellectual property

21.1 Consent to use images

By booking, you agree we may take before/after photos/videos of your dog and use them on our website and social media.

21.2 Withdrawal

You can withdraw consent at any time by emailing info@tamtamgrooms.com. We will stop future public use and remove content under our control within a reasonable time.

21.3 Intellectual property

Any photos/videos we create remain our intellectual property, even if you later withdraw consent for public use. (Withdrawal means we stop using them publicly; it does not transfer ownership.)

22) Data protection

We process personal data in line with our Privacy Policy.

23) Governing law

These Terms are governed by the laws of England and Wales.