Writing a matted dog policy for your grooming business

Updated 7 October 2026

Badly matted coats are uncomfortable for the dog, slow for you, and a common source of disagreements with owners who expected a fluffy trim. A clear matted dog policy, agreed before the groom, protects the dog, the owner and you.

Put the dog’s welfare first

Brushing out heavy matting can be painful and stressful. Many groomers follow the principle of “humanity before vanity”: if the coat can’t be brushed out kindly, it’s clipped short and allowed to grow back.

What the policy should say

When you will clip a matted coat short instead of de-matting it.
That a short clip may reveal skin problems, sores or parasites hidden under the mats.
That you may charge extra for matted coats, and how that’s worked out.
That you may stop the groom if the dog is distressed, and what the owner is charged.
How you’ll contact the owner if you find a problem mid-groom.

Get agreement before the day

A policy only helps if the owner has read and agreed to it. Include it in the terms clients sign before their first groom, and remind them when a dog arrives matted.

Take photos before you start, and note what you found and what you agreed on the dog’s record.

Help owners avoid it next time

Explain how often the coat needs brushing at home and how often it should be groomed. A dog on a regular rebooking interval rarely arrives matted.

Questions

Can a groomer refuse to de-mat a dog?

Yes. If de-matting would cause the dog pain or distress, most groomers will clip short instead, and many policies say so.

Should groomers charge extra for matted dogs?

Many do, because it takes longer and is harder on equipment. Say so in your price list and policy so owners know before they book.