A dog grooming cancellation policy should set a notice period (commonly 24 to 48 hours), say what happens to a deposit or fee for late cancellations and no-shows, and cover the situations specific to grooming: late arrivals, matted coats, fleas, unwell dogs and dogs too stressed to finish. It must be shown to clients before they book and the charges must be proportionate, or it may not stand up under consumer law.
Below is what to include and why, with wording you can adapt. This is general guidance, not legal advice.
Why do groomers need a different policy from other businesses?
A missed haircut leaves a short gap. A missed full groom on a large dog leaves a much longer one, and it is hard to refill at short notice because the next client's dog needs the same time.
Grooming also has risks other appointment businesses do not: the dog itself. While a dog is with you, you are responsible for it. The Animal Welfare Act 2006 defines a person responsible for an animal as including someone responsible "on a permanent or temporary basis", including being "in charge of it" (Animal Welfare Act 2006, section 3). That is why your policy needs to explain when you will refuse, pause or stop a groom, so owners understand the welfare reasons before the day.
What should the policy include?
| Clause | What it covers | Typical approach in UK policies |
|---|---|---|
| Notice period | How far ahead clients must cancel or move | 24 to 48 hours, or one working day |
| Late cancellation | Cancelling inside the notice period | Deposit kept, or a share of the groom price |
| No-show | Not arriving and not contacting you | Deposit kept, or up to the full price |
| Late arrival | Arriving well after the booked time | Shortened groom, or rebook after a set number of minutes |
| Deposits | Who pays, how much, when it is refunded | Often new clients and long grooms only, deducted from the bill |
| Matting | Coats that cannot be brushed out humanely | Extra time charged, or a short clip after speaking to the owner |
| Fleas and parasites | Found on arrival or during the groom | Groom refused or stopped, rebook after treatment |
| Unwell or injured dogs | Signs of illness or injury | Groom refused or paused, owner contacted |
| Stressed or aggressive dogs | Dogs that cannot be groomed safely | Groom stopped, charge for time spent if stated |
| Your cancellations | If you cancel | Full refund or move of any deposit |
As an example of how groomers word this, one UK salon asks for one working day's notice and charges 100% of the appointment price or keeps the deposit for late cancellations, may reschedule if a dog is more than 15 minutes late, and says dogs showing signs of illness, fleas or parasites will not be accepted (About The Dog).
How do you keep the fees fair?
A cancellation policy is part of your contract with the owner, so the Consumer Rights Act 2015 applies. Its list of terms that may be unfair includes a term requiring a consumer who fails to fulfil their obligations "to pay a disproportionately high sum in compensation", and a term letting the business keep money paid when the consumer cancels, without equivalent compensation when the business cancels (Consumer Rights Act 2015, Schedule 2). The CMA's guidance on unfair contract terms explains how terms are judged.
So:
- Show the policy before booking, on your website, booking page and booking confirmation.
- Link charges to your loss: the deposit or a share of the groom, not an arbitrary penalty.
- Make it two-way: if you cancel, the client gets their deposit back or moved.
- Allow discretion for genuine emergencies, such as the dog being taken ill.
- Apply it consistently, or clients will not take it seriously.
How should you word the dog-specific clauses?
Keep them factual and focused on the dog's welfare. For example:
Matted coats. If your dog's coat is matted, we may need extra time or a shorter clip to keep your dog comfortable. We will speak to you before going ahead, and extra time is charged at [£X per 15 minutes].
Health. Please tell us about any health conditions, injuries or recent illness when booking. We may not be able to groom a dog that shows signs of illness, injury, fleas or parasites, and will ask you to rebook.
Stress and safety. If your dog becomes too stressed to groom safely, we will stop and contact you. We may charge for the time spent.
Avoid diagnosing in your policy or on the phone. "Your dog seems unwell, please check with your vet before we groom" is the right line. Clinical judgements belong to the vet.
What reduces cancellations in the first place?
A good policy recovers part of the loss. Prevention keeps the table busy:
- Ask the right questions when booking: breed, coat condition, last groom, health, behaviour. Fewer surprises means fewer stopped grooms.
- Remind clients before the appointment. A reminder two days before gives time to refill the slot; one the day before catches the rest.
- Make it easy to cancel early. If clients can only reach you when you are not mid-groom, some will leave it too late.
- Rebook regulars before they leave, at their usual interval.
- Keep a short-notice list of local clients happy to take a gap.
Steps 2 and 3 are hard to manage with wet hands and a dog on the table. An AI receptionist for dog groomers like Remi answers calls while you groom, books and reschedules in Google Calendar or Acuity (or texts your booking link for other systems), and sends reminders at 48 hours, 24 hours and 2 hours before. It does not give veterinary advice: if a caller describes a dog that seems unwell or hurt, it takes a detailed message or puts the call through to you. Remi can also take an optional deposit or send a payment link at booking, which removes the awkward conversation about fees later.
The short version
- Set a clear notice period (commonly 24 to 48 hours) and say what happens to deposits for late cancellations and no-shows.
- Add grooming-specific clauses for late arrivals, matting, fleas, unwell dogs and dogs too stressed to finish.
- Show the policy before booking, keep charges proportionate, and make it two-way.
- Leave health judgements to the vet, and word welfare clauses calmly.
- Booking questions, reminders and easy early cancellation prevent more lost slots than any fee.