Dog Grooming Cancellation Policy: UK Guide and Template

Choose a notice period that fits your diary

Work backwards from the time you need to contact another client and fill a gap. A long groom, a mobile route and a short nail trim may give you different practical choices. State the deadline in hours or working days and make clear when it starts.

• Give clients a reliable way to reach you and explain when a message counts as received.
• Define a late cancellation, a missed appointment and a late arrival separately. Tell clients whether a late arrival could mean a shorter service or a new appointment.
• Explain whether a deposit is applied to the service price and what happens if the client changes the booking in time.

Set fair terms for deposits and cancellation charges

The UK Competition and Markets Authority says terms must be fair and transparent. A cancellation charge should reflect the loss caused by the cancellation and reasonable steps to reduce it, such as filling the slot. A blanket rule that all advance payments are always lost can be unfair.

• Work out a genuine estimate for your own business, including costs avoided and the possibility of rebooking the time. Do not charge twice for the same loss.
• Explain what happens when your business cancels, including the option of a refund or an agreed transfer of a payment where appropriate.
• Consider individual circumstances consistently, including emergencies or an unwell dog. Review your wording against current CMA guidance and obtain professional advice for your terms.

A template to adapt before using

Replace the brackets with your own reviewed terms. This example is a starting point, not a statement that a particular fee or deadline is lawful in every situation.

• Changing your appointment: Please contact us at [phone or email] at least [notice period] before your appointment if you need to cancel or move it.
• Deposit: We ask for [amount] when you book. This is applied to the price of your groom. If you change your appointment within the notice period, [explain refund or transfer].
• Late cancellation or missed appointment: We may charge [explain the amount or calculation] to cover our reasonable loss, taking account of whether we can fill the appointment. We will consider the circumstances and explain any charge.
• Running late or unable to groom: Please contact us as soon as possible. We may need to rearrange if there is not enough time to groom safely. If we need to cancel, we will discuss another appointment or a refund of any payment due.

Plan for coat condition, illness and welfare

Ask about the pet and the service before setting the appointment length. Explain that an unexpected coat condition or a dog becoming distressed may require a conversation, a different plan or stopping the groom. Agree any change in price with the owner before proceeding.

• Ask clients to contact you if their dog is unwell rather than encouraging attendance to avoid a fee.
• Record the agreed service, handling notes and any change in the appointment so the next staff member has context.
• Keep clinical decisions with a veterinary professional and follow your own welfare procedures.

Make the policy useful on a busy day

Give the terms to the customer before booking, include them in the confirmation and make changing an appointment straightforward. Send reminders early enough to leave time to refill a space. Keep a list of clients who have agreed to be contacted about short-notice openings.

• When a slot opens, check the service duration, staff availability and pet requirements before offering it to someone else.
• Record the cancellation and any payment decision. Review missed appointments and refilled slots each month, separating them from cancellations made with enough notice.
• Collar supports bookings, pet records and client communication. Check your configuration and demonstrate the reminder, payment and cancellation process before relying on any particular automation.

Test the policy against a real diary gap

Use a fictional late cancellation to check the process before introducing it. A two-hour appointment is cancelled on the morning of the visit. Your team offers it to a suitable client and fills one hour. Record what you avoided spending and what income was recovered before considering any charge.

• Check that the customer saw the terms before booking and knew how to contact you.
• Record the time of the cancellation and the effort made to refill the slot.
• Explain any proposed charge and allow a person to review the circumstances.
• Use the result to improve unclear wording or a process staff cannot follow.

Sources

Products and prices change. Check these pages before you decide.

• Competition and Markets Authority: writing a fair contract for customers
• Competition and Markets Authority: cancelling goods or services

Checklist

• Set a clear deadline and contact method.
• Explain deposits, late arrivals and cancellations by either party.
• Review charges against your likely loss and current guidance.
• Show terms before booking and review the process with staff.