Please read before making an appointment

By booking an appointment, it is acknowledging that you agree to the below conditions

Before the Groom -

Cancellations & No-Shows

We kindly ask for a minimum of 24 hours’ notice for any cancellations or rescheduling so we have the opportunity to fill your appointment.

  • Less than 24 hours’ notice will incur a $25 cancellation fee, payable before your next booking can be made.

  • This fee also applies to no-shows.

  • In December, due to high demand, no-shows will incur a fee of 50% of the scheduled grooming cost.

Please note: If you arrive more than 15 minutes late or do not attend your appointment, it will be treated as a no-show.

We understand that things come up, however late cancellations and missed appointments impact our small business, as staff and time are still allocated for your booking.

Arrival & Preparation

  • Please ensure your dog has been toileted prior to arrival (a short walk is ideal).

  • As we operate strictly by appointment, please arrive on time.

  • New clients are asked to arrive 5 minutes early to allow time for consultation and paperwork.

  • Dogs arriving more than 15 minutes late may not be accepted, and a cancellation fee may apply.

During the Groom

Ear Cleaning Policy
Based on veterinary recommendations, we clean external areas of the ears only.
If any signs of infection or inflammation are present, we will not proceed unless advised by a veterinarian.

Flea Policy
All pets should be on an ongoing flea prevention program.

  • If fleas are detected, a cleaning fee will apply of $25

  • Your dog will be treated with a flea shampoo.

  • Owners must arrange prompt pick-up once the groom is complete.

Coat Condition & De-matting
Matting Policy
Matting can be very uncomfortable for dogs, as it pulls tightly on the skin and can cause irritation, inflammation, and even hide underlying skin conditions. Severely matted coats also increase the risk of cuts or nicks during grooming, as the skin is often difficult to see and more sensitive. In these cases, de-matting may not be humane or safe, and clipping the coat shorter may be the best option to ensure your dog’s comfort and wellbeing. Our priority is always the safety and welfare of your pet.

Safety
Grooming involves the use of sharp tools. While every precaution is taken, there is always a small risk of injury, particularly if a dog is restless or matted.
Any veterinary costs required as a result will be the responsibility of the owner.

Pricing
Final pricing may vary depending on coat condition, behaviour, time required, or the presence of fleas. Quotes are generally accurate but may be adjusted where necessary.

During Pickup Time
Dogs can become excited when they see their owners. To ensure safety and a quality finish:

  • Please arrive on time, not early.

  • If you do arrive early, we kindly ask that you remain out of sight until your dog is ready.

After the Groom

  • Payment is required upon pickup (EFTPOS or cash accepted).

  • Late pick-ups (15+ minutes after closing) may incur a fee. We do not offer overnight boarding.

  • If you have any concerns with your dog’s groom, please let us know before leaving — we’re always happy to help.

Future Bookings

To avoid disappointment, we recommend booking your next 2 appointment in advance, especially during busy periods.