Pet Grooming Terms and Conditions | Le Wag


We are a leading dog grooming salon dedicated to providing the highest quality grooming services for dogs and cats in a safe, clean and welcoming environment. Whether your dog or cat needs a full grooming service, a quick nail trim, a teeth clean or just a little bit of pampering for your furry friend, we are here to help.

By making a booking on our website, or via phone or email, you agree to these Terms and Conditions (Terms) which are made between the person who made the booking (you or your) and LeWag Limited, a company established in England and Wales with company registration number 12069705 (we, us or our), together the Parties and each a Party.


What these Terms cover: Please read these Terms carefully before you accept these Terms. These Terms tells you who we are, how we will provide the Services to you, how you and we may change or end these Terms, what to do if there is a problem with the Services and other important information. If you think that there is a mistake in these Terms or require any changes to these Terms, please contact us to discuss.

How to tell us about problems: If you have any questions or complaints about the Services, please contact us to discuss (using our contact details available below). Alternatively, please speak to one of our staff in-store.

Our contact details:
Address: 68 New King's Road, SW6 4LT, London, UK
Phone: +44 (0)7516 703 488
Email address:


Requesting a booking: You may request to book an appointment via our website, by email, in-store or over the phone. We will endeavour to accommodate your request, but reserve the right to accept or reject any booking request.
Confirmation of a booking: If we can accommodate your request, we will let you know the date and time when we are able to perform the Services. We may request that you pay us a deposit of £30 for Services for dogs, or £50 for Services for cats, or any other amount we may request (Deposit), in order to confirm your booking. Once both Parties agree on the date and time for the Services, and the Deposit has been paid (if requested by us), a booking will be made (Booking), and we will send you confirmation of your Booking time.

Each subsequent Booking made by you is subject to, and will be governed by, these Terms and any other conditions agreed to by the Parties.



If your pet is a puppy or kitten, you agree that they have had their first vaccinations, as they will be in the company of other animals in our salon.

What you need to bring

When arriving to your Booking, please ensure that you bring your pet, and:
For cats – your pet’s cage; and
For dogs – your pet’s collar or harness, and leash.

Drop-off and Pick-up

For each Booking, you agree to the following:

Drop-off time: You agree that you will drop-off your pet at our salon for your Booking at the time communicated by us to you, otherwise at least 5 minutes before the scheduled start time of your Booking.

Pick-up time: We will endeavour to inform you of the estimated completion time for the Services at the time you drop-off your pet. You agree that you (or an authorised person noted on your Booking, or otherwise communicated to us) will pick-up your pet from our salon within 30 minutes of the end time communicated by us to you. Please note we are a pet grooming salon, and not a daycare service.

Late fees: You agree that if you are late to drop-off your pet, we may not be able to perform the Services, and you will not be entitled to a refund of the Deposit for the Booking. Where you are more than 30 minutes late to pick-up your pet, we will be entitled to charge you, and you agree to pay us, an additional fee for the late pick-up time at a rate of £20 per hour or part thereof (Late Fee). Such Late Fee is due and payable at the time of pick-up and should be paid directly to us.


In consideration of your payment of the Price, we will provide the services confirmed with you when you made the Booking (Services) in accordance with these Terms and all applicable laws, whether ourselves or through our personnel. We warrant to you that the Services will be provided using reasonable care and skill. We will not be responsible for any Services unless we have expressly agreed to provide it.

By making a Booking, you acknowledge and agree that:
• your pet is fit and well, with no known health issues that you have not communicated to us (including dental decay where we are performing teeth cleaning services);
• you are happy for us to take before and after photos of your pet, which will be available on our website, social media, and in-store. Please let us know if you would not like us to photograph your pet;
• we will stop providing the Services if your pet is unhappy or aggressive, and reserve the right to charge you for the full price of the Services;
• we are entitled to restrain your pet (including by using a muzzle) if your pet poses any risk to the health and safety of our staff, customers or other pets in our salon. Where your dog is aggressive, we are entitled to add an additional charge to the Price;
• we will endeavour to comply with any requests you may have regarding the appearance and style of your pet’s grooming, however it may not be possible to cater for this, and we are not liable to you if you are unhappy with the appearance of your pet following the Services;
• you will inform us before the Booking of any injuries, health conditions, allergies or dietary requirements of your pet; and
• we are not obliged to, but may, provide treats to your pet to reward their good behaviour! You agree to let us know if your pet has any dietary requirements or allergies before the Booking begins.

Treatment of Matted Coats

We are committed to the welfare of your pet. If we discover that your pet’s coat has matts which are too severe/ tight to brush out without causing stress or discomfort to your pet, you agree that we are entitled to clip your pet’s hair short in order to get underneath the knots and matts. You acknowledge and agree that when your pet has short hair, we may discover skin conditions or parasites that went previously undetected because of the dense matting (for example, dryness, red patches, fleas). Your pet’s behaviour after being clipped may also lead to irritation including scratching, licking or head shaking. We are not liable to you for the condition of your pet’s skin, any complications or health conditions discovered by clipping and removing your pet’s hair, or any clipper irritation caused to your pet from the removal of matted coats.

Due to the additional time and care involved with the removal of matting to your pet, you acknowledge and agree that where we are required to remove matting as part of the Services, there will be an additional fee added to the Price.
Please talk to us about how to avoid any complications with matted coats in the future.

Teeth cleaning

By booking your pet in for a teeth cleaning service, you acknowledge and agree that:
• we will perform the Services using equipment including an ultrasonic tooth brush, tooth paste, and hand tools;
• we are performing a teeth cleaning service and not a dental treatment (which a vet would provide);
• the teeth cleaning service may uncover issues which require an appointment with a vet, however we are not able to diagnose any medical issues;
• some redness of the gums and minor bleeding is to be expected;
• we will stop the Booking if your pet is unhappy or aggressive;
• if your pet has a tooth loose, your pet’s tooth may fall out while performing the Services; and
• the teeth cleaning service may require more than one treatment to address all cleaning.
Your pet can eat and drink normally before and after the teeth cleaning services are performed.


Your rights under Consumer Law: You are entitled to cancel your Booking and withdraw from this contract within 14 days of the date you accept these Terms (Cooling-off Period), without penalty, unless you request that we proceed with performing the Services within the Cooling-off Period, in which case you will lose your right to cancel. If you request for us to perform the Services during the Cooling-off Period you agree that you are required to pay us an amount for the provision of the Services which is proportional to the total Price. You may withdraw from this contract by contacting us at

Your cancellation: Other than as set out above, you are entitled to cancel the Booking and receive a refund of the Deposit where you contact us using one of the contact methods set out above more than 24 hours ahead of the start time for the Booking. Where you cancel the booking less than 24 hours before the start time of the Booking, do not show up to the Booking, or where we are otherwise unable to perform the Services due to a fault on your part or your breach of these Terms, you are not entitled to a refund of the Deposit, and we are entitled to retain the Deposit as a cancellation fee.

Our cancellation: If we reject or cancel a Booking (due to no fault on your part), you will be fully reimbursed for any Deposit you have paid to us.


In consideration for us providing the Services, you agree to pay us:
• the Deposit, if requested, at the time of Booking; and
• the balance of the price for the Services (Price), in-store on completion of the Booking.

You acknowledge and agree that we may not be able to provide you with an exact Price prior to the Booking start time, and we will confirm the final Price on completion of the Services.

If any payment has not been made in accordance with the Payment Terms, we may (at our absolute discretion):
• cease providing the Services, and recover, as a debt due and immediately payable from you, our additional costs of doing so (including reasonable legal fees, debt collector fees and mercantile agent fees); and/or
• charge interest at a rate equal to 4% above the Bank of England's base rate, from time to time, but at 4% a year for any period when that base rate is below 0%, per annum, calculated and compounding monthly, on any such amounts unpaid after the due date.


As between the Parties, we own all intellectual property rights in all materials belonging to our business, including any photographs or videos we capture of your pet while performing the Services (Content). We grant you a licence to use this Content for your own personal purposes, but not for any commercial purpose (including to advertise your or another person’s business).


The restrictions on liability in these Terms apply to every liability arising under or in connection with these Terms including liability in statute, contract, equity, tort (including negligence), misrepresentation, restitution, indemnity or otherwise.

Nothing in these Terms limits any Liability which cannot legally be limited, including liability for:
• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; and
• defective products under the Consumer Protection Act 1987.

This clause will survive the termination or expiry of these Terms.


Amendment: These Terms may only be amended by written instrument executed by the Parties.

Contracts (Rights of Third Parties) Act 1999: Notwithstanding any other provision of these Terms, nothing in these Terms confers or is intended to confer any right to enforce any of its terms on any person who is not a party to it.

Disputes: Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to The Law Society of the United Kingdom via their website at The Law Society of the United Kingdom will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.

Entire agreement: Subject to your consumer law rights, these Terms contains the entire understanding between the Parties and the Parties agree that no representation or statement has been made to, or relied upon by, either of the Parties, except as expressly stipulated in these Terms, and these Terms supersedes and extinguishes all previous discussions, communications, negotiations, understandings, representations, warranties, commitments and agreements, whether written or oral, in respect of its subject matter. Each Party agrees that it will have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these Terms.

Force majeure: We will not be liable if and to the extent we are impacted by an event or circumstance beyond our reasonable control.
Governing law: These Terms is governed by the laws of England and Wales. Each Party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts operating in England and Wales and any courts entitled to hear appeals from those courts and waives any right to object to proceedings being brought in those courts.

Notices: Any notice given under these Terms must be in writing addressed to the relevant address last notified by the recipient to the Parties. Any notice may be sent by standard post or email, and will be deemed to have been served on the expiry of 48 hours in the case of post, or at the time of transmission in the case of transmission by email.

Privacy: We will only use your personal information as set out in our privacy policy. You can find our privacy policy at [].

Publicity: You agree that we may advertise or publicise the broad nature of our supply of the Services to you, including on our website or in our promotional material.

VAT: All amounts payable by you under these Terms are inclusive of amounts in respect of value added tax chargeable from time to time (VAT), unless otherwise stated. Where any taxable supply for VAT purposes is made under these Terms by us to you, you agree, on receipt of a valid VAT invoice from us, to pay to us such additional amounts in respect of VAT as are chargeable on the supply of the Services at the same time as payment is due for the supply of the Services.