Mat removal is often painful and time-consuming. A shave-down may be the safest option, potentially revealing skin issues like irritations or parasites.

If shaving isn't approved, mats may be left if removal causes too much distress, and the full charge will still apply.

If your groomer offers a de-matting add-on, we strongly recommend adding it. It gives them the time the coat needs — without it, there is a good chance this booking is declined.

Some pets may become too anxious or aggressive during grooming. If extra care is needed, a handling fee may apply. If a pet shows signs of aggression, it may fall under our Non-Groomable Policy (see cancellation policy).