Policies & Procedures

A minimum of the day before your grooming appointment is required to reschedule or cancel your dog’s appointment to allow enough time to fill the spot. Reminders are a courtesy and will be sent before your appointment. A cancellation or reschedule after 4:30pm the day before your appointment will incur a fee (40% of estimated groom price) which is payable either before rebooking or on the day of your next appointment. This covers the loss of income for a spot that could of been filled. No Shows - Not turning up to your appointment time will incur a fee (100% estimated groom price) which is payable before rebooking your next appointment. This covers the loss of income for a spot that could of been filled.

Cancellation of grooming appointment / No Show

Before the Groom

Please ensure that you have toileted your dog before drop off, a long walk is best before the appointment time. If you require poo bags please let us know so we can keep the yard and street clean.

During the Groom

Dogs are welcome to play while they wait for their groom. We recommend a turnaround time of 4 - 5 hours, this way the dogs have time to socialize before, during and after their grooming. Please wait for the text message to come back. If you come back early and the dog becomes over excited we may be forced to cancel the groom due to safety concerns for the dog. This will incur a fee (100% estimated groom price). Please text the salon phone at any time about how your dog is going, we will get back to you when we don’t have a dog on our table. We are working with live animals so sometimes the turnaround time will be longer or shorter then other times. The price can change at any time at groomer’s discretion, based on condition of coat, fleas, dogs behaviour etc (the quoted price will normally be close or correct).

Matting / Dematting

When removing matting or dematting a dog existing skin conditions otherwise hidden can be exposed with the removal of the matted hair. Existing skin conditions can also be exposed when general clipping of your dog. With matting we are using sharp scissors and blades around your dog so the change of cutting your dogs skin is higher. With dematting your dog brush burn can occur, this is when the brush has weakened the skin and starts to lightly cut it open (like a razor burn). Please be aware of this, we do everything in our power to avoid this from happening. All costs associated with veterinary attention due to matting/dematting and existing skin conditions are the dog owners responsibility. A $20 matting fee is incurred to sharpen any equipment that goes blunt removing the matted hair. If we are dematting a fee of $1.50 per minute of dematting with incur, with a minimum of 30 minutes ($45).

After the groom

After hours pick ups will incur a late fee. We sometimes run late due to working on live animals, but if your dog is ready before closing time - 5pm weekdays, 3pm saturdays. An after hours late fee with be incurred for every 15 minutes. At 10 minutes to closing we will call to make sure your on your way.
If you notice something with the groom that isn’t to your liking your have 48 hours to contact us and we will fix it. After this time the coat will be to dirty to work on.

Social Media & Photos

Photos and videos may be taken of your dog at anytime during the grooming process. These photos will be used on our website, social media or groomer’s portfolios or for learning for our trainee’s. These photos are the groomer’s and business’s responsibility and property. The dogs first name will be the only thing linking it to your pup, no last names and no owner details.