Our
Policies

It is an owner's duty of care towards their pet to maintain the coat between professional grooming appointments. A lack of regular grooming and care can lead to matted fur that can be uncomfortable, painful and cause skin irritation for your dog. It is recommended to book your dog in for grooming every 4-8 weeks in order to keep on top of the coats condition. We will always attempt to dematt coat, but only if we feel that the animal will not suffer pain.

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When a dog is presented in a severely matted condition, it is our policy to shave the whole coat using electric clippers with a close blade. To dematt would cause the animal tremendous stress and discomfort, and often leaves a very thinned and damaged coat.

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If you would like to learn how to take good care of your dog's coat between grooms, we will be very happy to give advise. Dematting can be a lengthy and tedious experience for your dog (and the groomer!). Treatment time can vary considerably between dog breeds, and the degree of matting.

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The price of your dogs groom will be increased by a TBD amount depending on the severity of the matting and behaviour during the groom. There is an increased risk for clipper burn, cuts or hematomas to occur when the coat is matted, all attempts will be made to prevent any injury however if a dog is in a poor matted condition this may be unavoidable. All customers are made aware of these risks before their appointment date.

 

We cannot take responsibility for any nicks, cuts, irritation or hematomas your dog may experience after the removal of matted hair. The upmost care is provided while dealing with your dogs matted coat, by removing matts we are improving the welfare of your pet as matted hair causes extreme discomfort.

We kindly request that you ensure your dog is up to date with flea and tick treatments prior to their scheduled visit with us. Should you suspect the presence of fleas or ticks, please inspect your furry companion thoroughly and notify us as soon as possible if you need to cancel your appointment.

(Kindly refer to our cancellation policy as well.)

 

If we detect any fleas or ticks during your dog's grooming, we will reach out to you immediately so you can come to collect them without delay. For health and safety reasons, we will be unable to continue the grooming service at that moment. Depending on the stage of the grooming process, a fee may apply.

 

We will then coordinate a new date to finish the grooming service with you.

Under no circumstances will we attempt to remove ticks ourselves, as we are not trained for this task. It is safer and more effective for your veterinarian to handle tick removal to ensure it is done correctly.

 

Please note that full payment will be required, as we will need to devote time to thoroughly sanitize the salon before welcoming any other dogs.

Customers are required to pay a deposit equal to 10% of the selected service at the time of booking their dog in for a grooming session. This deposit will be non-refundable if an appointment is canceled with less than 48 hours' notice, if an appointment is missed or if continual re-scheduling occurs. If your appointment goes ahead as scheduled the deposit paid to us will be deducted from the total cost of the dog grooming session.

 

If provided us with 48 hours notice for cancellation we can then carry over the deposit to the next grooming session. A record will be made of this. Cancellations can be made easily by calling the salon or by sending an email. If the cancellation is more than 48 hours' notice, then we will be happy to refund the deposit paid at the time of booking.

 

The deposit will be refunded by the method used for payment at the time of booking the grooming appointment. Refunds will be paid within 14 days of the refund request. We will confirm the request via email. If for any reason the 14 days cannot be met we will inform the client immediately.

 

If the grooming session has started but we are unable to proceed and finish the full grooming session due to the dog's uncooperative or aggressive behavior, we will have to end the grooming session immediately for the welfare and safety of our staff and the dog.

 

We ask that our introduction forms are filled out honestly regarding the dog's temperament and any worries the client may have about their dog being groomed so that we can prepare ourselves for the dog's grooming session and assess whether we think they are suitable to be groomed in our salon safely.

 

We reserve the right to cancel the grooming session if we feel under threat and that we have not been properly informed of the dog's behavior. A reasonable charge will be charged for the time spent trying to groom the dog and the allocated slot appointed to the client.