This page outlines my actual policies.
By making and attending an appointment with us, you agree to these policies.

PAYMENT
Payment is due on the day of your appointment. Payment can be made by either EFTPOS, cash or bank deposit. Late payments will incur an additional fee, and repeated late payments will require prepayment to book another appointment.

APPOINTMENT TIMES
Please arrive no more than 5 minutes before your appointment time, and collect your dog within 30 minutes of receiving the text or call to notify you that your dog is ready. Any arrival outside of these timeframes will be considered daycare. As we do not offer daycare services, a significant fee will be applied to discourage this.
If you are running late for your appointment, please contact us immediately. If your arrival becomes too late, we may no longer have enough time to complete the groom, but the full price will still be due.

TOILET YOUR DOG
Please toilet your dog outside in the designated area on the driveway before coming inside, even if your dog has just toileted at home! Poo bags and bin are provided outside the door for your use.

CANCELLATIONS & NO-SHOWS
I require MORE than 48 hours notice of any cancellation or rescheduling.

Less than 48 hours notice will incur a late cancellation fee of 50% of the appointment price that was booked for less than 24 hours notice, or not turning up for your appointment at all, will require up to 100% of the groom price to be paid.

Frequent offenders may be required to pre-pay their grooms.

MATTING
If a dog has extensive knots across the body and/or legs, it may be necessary to shave the dog very short all over to remove them. We will attempt to notice this and discuss it with you directly at check-in. If it is discovered after you've left, we will still make an effort to contact you before proceeding with the shaving.

Ultimately, if the condition of the coat requires it to be shaved short, we will make the best decision for the dog on the day and discuss it with you upon collection.

Please be aware that heavily matted coats can conceal many underlying conditions, including but not limited to rashes, wounds, abscesses, thorns, and parasites. These pre-existing conditions are exposed during the shaving process (not caused by it), and a dog with heavy matting may require additional veterinary attention to treat these issues once uncovered.

Additionally, when removing thick matting from the ears, it is not uncommon for a pet to shake their head so aggressively that hematomas (bleeding bruises) form at the edges of the ear flaps. This is a result of the matting restricting blood flow to the ears, not the fault of the grooming process.

FLEAS
If live fleas are found on your dog at the time of grooming, your dog will be given a flea bath and the salon will be given a deep clean and flea bomb to kill any left in the environment. This will incur an extra expense on top of your groom fee.

REDO POLICY
If you’re unhappy with the groom I gave your dog, please contact me within 48 hours! I can try to fix it up for free within that timeframe, but beyond 48 hours becomes a grey zone; if your dog requires re-bathing to have the groom corrected, it will incur an additional charge. Note this does not apply to sessions that resorted to training (see below).

TRAINING / INCOMPLETE GROOM
In the event that your dog is struggling with the grooming process for any reason, we may need to shift focus to training and conditioning your dog to better handle grooming. We will not force a dog to endure stress or fear just to complete the groom, so this may mean the groom cannot be completed during this session. However, the full appointment time will still be dedicated to your dog, and the full price will still be due.

PROBLEMS AFTERWARDS
Please let us know immediately if you observe any behavioral or physical issues with your dog after the grooming appointment. We cannot take responsibility for problems that we are not aware of or that occur some time after the grooming.

If you believe your dog needs to see a vet, please contact us right away.

PHOTOS & VIDEOS
We may take photos and videos of your dog(s), and we reserve the right to use these for promotional and marketing purposes on our website, social media, or other advertising materials. If you have any concerns about the use of this media, please contact us in writing.

IN AN EMERGENCY
In the event of a medical emergency, you give full authorization for us to seek medical care for your dog at your expense. We will make every effort to contact your veterinarian, but in cases of urgency, we will use the veterinary practice we regularly work with.

PRIVACY POLICY
We collect personal information from you, including details about your dog such as name, contact information, dog’s name, breed, date of birth, and vet practice. We gather this information to be able to contact you in the event of a cancellation, booking change, or emergency, and also to occasionally send you emails about special offers, new services, or other information that may be of interest. Your personal information is stored securely and will not be shared with any third party. You have the right to request a copy of any personal information we hold about you and to ask for it to be corrected if you believe it is inaccurate. If you would like a copy of your information or need it corrected, please contact us at samivanas@icloud.com.