Wheal Ki Grooming, Policies & Payments

We understand that grooming costs can sometimes be difficult to manage. Although we keep our prices as fair and competitive as possible, we also offer an optional payment plan to make things easier.

We calculate an average monthly cost based on your dog’s grooming schedule, and you can set up a regular payment to spread the cost. When your dog’s appointment comes around, it’s already covered.

There’s no extra charge for using this service — it’s simply here to help anyone who finds it useful. Please ask if you’d like more details.

We understand that life gets busy, which is why we send a booking confirmation text and a reminder two days before your appointment. As a small business, missed appointments have a big impact, so we do need to apply a cancellation policy. 

Appointments cancelled with less than 24 hours’ notice will be charged at 50% of the grooming cost, and no-shows are charged in full. This helps us keep our prices fair and our diary running smoothly for all our clients.

Health Check on Arrival
Every dog receives a gentle health and coat check at the start of their appointment. If we spot signs of fleas, flea dirt, ticks, or other parasites, either as part of their health check or during the groom we will pause the appointment and discuss the next steps with you.  A £20 loss of earnings fee will be applied.

During grooming 
If fleas are discovered once grooming has begun, we will stop the groom immediately and contact you to discuss whether it possible to continue or whether you will need to return to collect your dog.   This prevents the spread of fleas within the salon and avoids unnecessary stress for your dog.

A £30 flea sanitation fee will be applied if fleas are found. This covers:

• Thorough disinfection of the salon
• Deep cleaning of equipment, tools, and workspaces
• Additional time required to prevent cross-contamination

This fee ensures the salon remains a safe, hygienic space for all dogs.

Rebooking After Treatment
We kindly ask that you treat your dog with a vet-approved flea product before rebooking. Once treatment is complete and your dog is flea-free, we’ll be happy to welcome them back for their groom.

Ticks
If ticks are found, we will remove them safely where possible.  We charge £3 for safe tick removal.  If removal is not advisable due to placement or risk, we may recommend veterinary attention.

Why This Policy Matters
Fleas spread quickly in a grooming environment, and even a single dog with fleas can lead to:
Infestation of the salon
Discomfort for other dogs
Risk of skin irritation or infection
Significant downtime for cleaning and sanitisation

This policy protects every dog who visits us — including yours.

Matting occurs when a dog’s coat becomes tightly tangled and forms dense knots. Once mats develop, they pull constantly on the skin, which is far thinner and more delicate than human skin. This pulling is painful, especially in sensitive areas such as the armpits, groin, tail, ears and around the collar. Matted areas can also feel hot and itchy, as they trap moisture, dirt and bacteria close to the skin, creating the perfect environment for sores, infections, hotspots and even parasites. The skin underneath may become red, inflamed or infected. In severe cases, mats can restrict airflow to the skin, reduce blood circulation and cause bruising. It’s no surprise that matting can be emotionally stressful for a dog, who in turn may become anxious or defensive because the area is already sore.

Because mats sit so close to the skin, brushing them out can be extremely uncomfortable — and sometimes impossible — without causing pain. Under the Animal Welfare Act 2006, groomers have a legal duty to avoid causing unnecessary suffering, which is why severe matting must be clipped off rather than brushed out.

At Wheal Ki, we will not cause pain or stress to your dog. We will only de-mat small areas for up to 15 minutes, in line with welfare guidance. Anything beyond this time frame will be clippered off for the dog’s comfort, and this will always be discussed with the owner.

Widespread matting requiring clipping, takes significantly longer and can cause clipper blades to overheat. A matting charge is applied to cover the additional time, care and wear on equipment required to safely remove a matted coat.

We will always discuss matting with the owner beforehand so you are fully aware of the condition of the coat and the additional charge.

At Wheal Ki, your dog’s wellbeing is always our priority. Some dogs find grooming more challenging than others, and behaviours such as snapping, biting, growling, excessive struggling, extreme anxiety, or being unable to tolerate equipment can make the process longer and less safe for both the dog and the groomer. In these situations, we work slowly, calmly and within your dog’s comfort levels, taking breaks where needed and using additional safety measures to reduce stress.

When a dog requires extra time, specialist techniques or additional equipment to complete the groom safely, a behavioural handling fee of £10 to £15 may be applied. This reflects the extra time, skill and care involved, as well as the increased risk and physical strain on the groomer. We will always discuss any concerns with you and keep you informed so you understand how your dog is coping and whether additional charges apply.  In extreme cases whereby the groom can only be safely conducted with two groomers the cost of the groom will be doubled.

Our aim is to support your dog’s confidence over time, making grooming a positive and manageable experience for them.