Cancellations & Refunds

Last updated: September 21, 2026

We know plans change, and we want to be fair to you and to the other pets waiting for a slot. This policy applies to all bookings with Fluffy Pretttty and forms part of our Terms of Service.

1. Cancelling or rescheduling

• Please give us at least [24] hours' notice to cancel or reschedule. Email hello@fluffypretttty.com with your name, pet's name and appointment time.
• Cancellations or changes made with the required notice are free of charge.
• Cancellations with less notice, and no-shows, may be charged up to [50%] of the service price.

2. Late arrivals

If you arrive late, we will do our best to complete the service, but we may need to shorten it or reschedule so we don't run over into the next pet's appointment. A late-cancellation fee may apply if we cannot complete the service.

3. If we need to cancel

If we have to cancel or reschedule, for example because of illness or an emergency, we will contact you as early as possible and offer a new time or a full refund of anything you have paid in advance.

4. Refunds for services

Grooming is a personal service that cannot be returned, so refunds are considered case by case. If you are not happy with the result, please contact us within [48] hours of the appointment with details, and a photo if you can. We will, at our discretion, offer to correct the issue, give a partial refund, or refund the service in full where we are at fault.

Refunds are not normally given where a pet's coat condition, behaviour, or health prevented the requested result and this was explained before or during the appointment, for example, heavy matting that required a short clip.

5. Deposits and prepayments

If we take a deposit or payment in advance, it is applied to the price of your appointment. It is refundable when you cancel with the required notice, and may be kept in whole or in part after a late cancellation or no-show.

6. Products

If you buy a product from us, contact us within [14] days if it is faulty or not as described, and we will replace or refund it. Opened grooming and hygiene products cannot be returned unless they are faulty.

7. How refunds are paid

Approved refunds are paid to your original payment method within 5 to 10 business days, depending on your bank or card provider.

8. Your legal rights

Nothing in this policy affects your statutory consumer rights.

9. Contact us

To cancel, reschedule or ask about a refund, email hello@fluffypretttty.com.