Our grooming Salon is in high demand and our team works together to ensure the appointments for the week are planned and covered to avoid rushing or affecting the quality of the groom provided. If clients cancel or try to reschedule last minute this not only affects the schedule of the day but also the staff we have arranged to work around that schedule. A such, we are unable to automatically alter, extend or move appointments last minute. We are also not able to accommodate due to client lateness, forgetting the appointment time or underestimating how long a groom may take. If a client is unsure how long to book a dog in for, please ask the advice of the groomer before booking, as we can rarely make alterations on the day and we have other clients booked in before and after.

 

We cannot reimburse clients or transfer the cost of a rescheduled groom unless enough warning is given to change the appointment and/or there is a valid reason acceptable to the groom for a client change or no show. 

​

When you book an appointment you agree to abide by the following rules. This is to ensure the smooth running of the day and to ensure all dogs are cared for and kept safe.​

Payment Full payment of the groom is desirable at the point of booking and our website is set to this as standard during peak times. 

Reminder Message to avoid the appointment The Salon will sms an appointment reminder where at all possible, but it is the client's responsibilityu to note down the booking and diarise it affectively.

Cancellation and Reschedule Rules Cancellation or request to reschedule the groom from 48hrs prior to the grooming appointment up until the day of the groom will incur forfeit of the fee or payment of the fee if not yet paid. Monday appointment notice applies 48 hours prior to the end of the previous working week as we do not work weekends.

*No show for the groom will incur the same forfeit of costs already paid.

Timely drop off and collection Please can all clients drop off and collect on time. On time means pressing the doorbell to alert the groomer no more than 5-10 mins either side of the scheduled appointment. Interrupting the groomer outside this time will affect the groom of other client's dogs and is to be avoided wherever possible please.

*Clients arriving late without explanation will likely be canceled with full groom cost incurred. Being late is considered the case when15 or more minutes has passed since the scheduled start of the groom. If the groomer chooses to accept a late client there is no capacity to extend the groom beyond the allotted time and therefore the groom may not be completed. The client accepts what the groomer may be capable of achieving given that there is a in the reduced amount of time remaining within the appointment.

*Clients who collect their dog late without prior consent will incur a fee of $10 per 10 minutes up to a total of $45 which is the cost of daycare for the day. Due to the number of dogs coming to be groomed and their differing needs and behavior, it is not safe to assume any dog can be comprehensively cared for outside the grooming appointment hours. In the event of any dog suffering negative physical or emotional consequences from exposure to another dog when outside their appointment hours, the groomer or the grooming salon takes no responsibility for any exposure to antisocial dogs caused as a result of them being groomed when the previous dog is still present. Each owner takes full responsibility for any unwanted outcome caused by them not dropping or collecting their dog within the hours requested. Whilst every attempt will be made to secure the safety of such dogs, it cannot be guaranteed.

The Groomer will not contact the client during the groom routinely - The Groomer will only contact clients during the groom if there is a problem. Assume collection time is the time the groom is scheduled to finish. If in doubt, speak to the groomer when you drop your dog off. Waiting for the groomer to call is  not a reason to be late to collect the dog as scheduled.

Doggy Daycare  - Anyone unsure if they can be punctual at drop off and collection time is encouraged to ask for their dog to attend doggy daycare but this must be done well in advance to guarantee a place. Doggy Daycare is a service available for all dogs attending a groom and all that is required is to book in advance by contacting the groomer or adding a note with online booking.

Refunds  - Refunds from prepayment are given at 100% for cancelled appointments if more than 48 hours notice. If you require a refund please email or sms to receive this as it will not be automatic as most clients will have just rescheduled.

*unless there is a medical or other emergency explanation acceptable to the groomer

​