Terms& Conditions

Last updated: August 2026

These terms apply to grooming services supplied by Sharon Coppola, trading as Scruffy Mutts, at 53 London Road, Twyford, RG10 9EJ.

1. Appointments

Appointments can be arranged directly with Scruffy Mutts. Customers must provide accurate contact details and relevant information about their dog before the appointment.

Services, timings and prices may vary depending on the dog’s size, coat, condition, temperament and grooming requirements. Any material change will be discussed with the customer where reasonably possible.

2. Health and behaviour

Customers must disclose anything that could affect the safety or suitability of the groom, including:

• Medical conditions, injuries or allergies.
• Medication.
• Skin or coat problems.
• Pregnancy.
• Aggressive, anxious or unpredictable behaviour.
• Previous grooming difficulties.

Scruffy Mutts may refuse, pause or stop a groom if continuing would risk the welfare of the dog or Sharon. The owner will be contacted where possible. Any charge will reasonably reflect the time reserved and work completed.

3. Matting and coat condition

Where a coat is heavily matted, the kindest or safest option may be a shorter clip than requested. Scruffy Mutts will prioritise the dog’s welfare and discuss significant changes with the owner where reasonably possible.

Undisclosed coat or health problems may prevent the requested groom from being completed.

4. Cancellations and missed appointments

Please provide at least 48 hours’ notice when cancelling or rescheduling.

Where less than 48 hours’ notice is provided, Scruffy Mutts will normally suggest rebooking. If the appointment is not rebooked, is missed again or the customer does not attend, a cancellation charge of up to the full booked price may apply.

Any charge will reflect the loss caused by the cancellation and will be reduced where the appointment is filled or the actual loss is lower. This does not affect any statutory cancellation rights that may apply to an appointment arranged by telephone or online.

5. Late arrival or collection

Late arrival may mean the service must be shortened, rearranged or cancelled if there is insufficient time to groom the dog safely.

Dogs should be collected at the agreed time. Repeated or substantial delays may result in an additional reasonable charge or the refusal of future bookings.

6. Payment

No deposit is currently required. Payment is due when the service is completed and may be made by:

• Cash.
• Debit or credit card using the card machine.

Cheques are not accepted.

7. Emergencies

If a dog becomes unwell, distressed or injured, Scruffy Mutts will attempt to contact the owner. If the owner cannot be reached and Sharon reasonably believes urgent attention is required, she may contact or seek assistance from a veterinary practice.

The owner remains responsible for reasonable veterinary costs unless those costs resulted from Scruffy Mutts failing to provide the service with reasonable care and skill.

8. Photographs

Photographs will only be taken or published with the owner’s permission. Customer names will not be used alongside photographs. Permission may be withdrawn for future use by contacting Scruffy Mutts.

9. Responsibility and liability

Scruffy Mutts will provide services with reasonable care and skill and prioritise each dog’s welfare.

Scruffy Mutts is not responsible for problems caused by pre-existing conditions, inaccurate information or relevant matters the owner did not disclose, except where the problem was caused by a failure to use reasonable care and skill.

Nothing in these terms excludes liability where doing so would be unlawful or affects the customer’s statutory rights.

10. Complaints

Please raise concerns as soon as possible so they can be investigated fairly.

Email: sharon@scruffymutts.co.uk
Telephone: 07894 316838

11. Governing law

These terms are governed by the laws of England and Wales. Customers retain all rights provided by consumer law.