24 Example Street, Bath, Somerset, BA1 2AB
Open Tue to Sat · 9am to 5pm
Book an Appointment
Booking & policies · Willow & Paw

The little details.Clear before you book.

A place for payment arrangements, changes to appointments and what to expect before and after their groom.

Deposits & payments

Check how your appointment is reserved and how payment is handled.

Reserving your appointment.

A 20% deposit reserves your appointment. It is part of the groom price, with the remaining balance paid at collection.

Deposit requirement and amount20% of the booked service price
When the deposit is dueWhen confirming the appointment online
How the deposit applies to the totalDeducted from your final groom price

Paying the balance.

Pay the remaining balance when you collect your dog. We’ll discuss any changes to the agreed groom or price before beginning.

Balance payment timingAt collection
Accepted payment methodsCard or cash for the remaining balance

If your plans change

Plans can change. Let us know promptly so we can help and offer the appointment to another dog.

Cancelling an appointment.

Cancel by phone or email at least 48 hours before your appointment for a full deposit refund. For shorter notice, any amount retained is limited to the loss caused, after taking reasonable steps to fill the slot. Any unused deposit is refunded.

Cancellation notice and contact methodAt least 48 hours, by phone or email
Refund/deposit treatment and any chargesFull refund with 48 hours’ notice; shorter-notice deductions limited to actual loss and capped at the deposit

Moving to another time.

Contact us at least 48 hours ahead and we can move your deposit to an available new appointment. For changes closer to the time, we’ll discuss the options and apply the same loss-based approach as a cancellation.

Rescheduling notice and contact methodContact us by phone or email, ideally at least 48 hours ahead
Deposit transfer conditionsTransfers to an available new time with at least 48 hours’ notice

Missing an appointment.

If you miss your appointment without contacting us, any deposit retained will reflect the actual loss caused, up to the deposit amount. We’ll explain the calculation and refund any unused amount.

No-show definition and payment treatmentA missed appointment without notice; any loss-based deduction is capped at the deposit

These appointment arrangements do not limit any statutory cancellation or refund rights that apply.

Arrival & collection

Practical timing details, alongside the information on our First Visit page.

Running late?

Please call as soon as you know you’ll be late. We’ll check whether there is enough time for the agreed groom or whether a new appointment is needed. Any cancellation-related payment is handled under the rules above.

Late-arrival contact and timing rulesCall 01225 000000 as soon as possible
Shortening/rearranging the groom and any chargesWe’ll agree what is practical; cancellation rules apply if a new time is needed

Collecting your dog.

We’ll agree a collection time at drop-off. Please stay reachable during the groom and call if you’re delayed, so we can agree the next step.

Collection notification or agreed timeCollection time agreed at drop-off
Late-collection rules and any chargesCall if delayed; no separate late-collection charge in this example

Reminders & rebooking

Keep your appointment details handy and plan the next visit around your dog’s coat and care routine.

Before their visit.

Check your booking confirmation for the date, time and service. If an email reminder is enabled for your appointment, it is a helpful extra; please also keep the date in your own diary.

Enabled reminder channelsEmail reminders where enabled for your booking
Reminder timingRefer to the details in your booking confirmation

Planning their next groom.

We can discuss a suitable interval at collection. Choose your next available appointment online, with the service and timing that suit their coat, preferred finish and care at home.

Rebooking methodChoose your next appointment on our booking page
Coat-specific interval guidanceDiscussed for your individual dog, with no fixed interval for every coat
A question before booking?

Let's make the details clear.

Ask about the booking arrangements before choosing an appointment. For arrival information, visit our First Visit guide.

Email a Booking Question