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Cancellation & Rescheduling Policy.
We understand that plans can change. To ensure fairness and to maintain the quality of our service, please review our cancellation and rescheduling policy below:
 

Cancellations

• More than 24 hours notice: No cancellation fee. Any payments made will be fully refunded or credited.

• Less than 24 hours notice: 50% of the service fee will be charged.

• No-shows: The full service fee will be charged.

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Rescheduling

• More than 24 hours notice: No rescheduling fee. We’ll happily move your appointment to a more convenient time.

• Less than 24 hours notice: Subject to availability and may incur a 25% rescheduling fee.

• Same-day rescheduling: Treated as a cancellation and will be subject to the same terms above.

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Emergencies

We understand that emergencies happen. If you have an urgent situation, please contact us as soon as possible. Exceptions may be made on a case-by-case basis.

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Contacting us to cancel or reschedule, please contact us via: Phone: 074 1588 2375 - Email: aylaspetstore@gmail.com

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Matted Dogs Policy:

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Removing mats through continuous brushing can be painful and distressing for your dog. For this reason, we strongly recommend clipping to remove severely matted or damaged coats.

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Mats sit tightly against the skin and can cause—or hide—inflammation, injuries, restricted movement, and reduced blood circulation.

Once the matted coat is removed, your dog may experience itching, licking, or general discomfort as their skin and blood flow return to normal.

If your dog requires a short clip due to excessive matting, we will always contact you beforehand—unless this has already been discussed during the pre-consultation.

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Please note: Severely matted dogs will incur additional charges for de-matting and/or clipping. This process takes significantly more time, effort, and resources than a standard groom, including extra wear on equipment and the use of additional products.

If your dog frequently struggles with matting, we're happy to offer advice on the best brushes and grooming techniques to use at home. Regular full grooms and maintenance appointments are also highly recommended to keep their coat healthy and mat-free.

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Flea Policy
If your pet is found to have fleas during their appointment, a £15 fee will be added to the grooming cost. This covers a flea shampoo treatment and the thorough disinfection of the salon to ensure a clean, safe, and hygienic environment for all pets.

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Aggressive Behavior Policy

The safety of our team and the well-being of all pets in our care are our top priorities. Any dog that exhibits aggressive behavior toward staff or other dogs may be required to wear a muzzle during their grooming session.

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If a dog is found to be excessively aggressive or unmanageable, we reserve the right to stop the grooming session and send the dog home for their safety and ours.

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We always prioritize the health, comfort, and emotional well-being of each dog. If we determine that the grooming process is causing significant stress, we will end the session. In some cases, we may also choose not to accept the dog for future grooming appointments.

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Dogs in Season or Pregnant
If your dog is in season, please let us know when booking your appointment. Male dogs can sense females in heat, which may cause disruptive behaviour during grooming sessions. To ensure the safety and comfort of all dogs in our care, we take special measures to keep them separated at all times.

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Complaints:

When collecting your pup, please take a moment to check them over to ensure you're happy with their groom. If there’s anything you’re not completely satisfied with, kindly let a member of our team know — we’ll be more than happy to make any necessary adjustments.

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In the rare event that your dog experiences a minor injury during their groom — such as a nail trimmed too short or a small nick from the clippers — we will inform you at the time of collection. Photos will be taken, and we’ll provide appropriate care advice.

While such incidents are uncommon, accidents can occasionally occur, particularly if your dog is fidgety or if their coat is matted or in poor condition, which can increase the risk of small nicks.

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If you’d like to raise a concern or make a complaint, we will carry out a full investigation and share our findings with you, aiming to resolve the matter promptly and fairly. If we’re unable to reach a mutual resolution, the issue will be referred to our insurance company for independent review and decision.

Please note: All complaints must be submitted within 7 days of the grooming appointment. Unfortunately, we are unable to address complaints received after this time.

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We genuinely care about your experience and your dog’s wellbeing. If for any reason you're unhappy, we’ll always do our very best to make things right for both you and your beloved pup

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Ayla’s Pet Services Staff Protection Policy
We are committed to maintaining a safe and respectful environment for both our staff and clients. Any behavior intended to offend, disrespect, or harm our team will not be tolerated. Immediate action will be taken in response to such conduct, and local authorities may be notified if necessary.

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