How we keep things calm and fair.
Clear, honest policies — so you and your dog always know what to expect.
Please read before your first appointment. Questions? Contact us.
No-Shows & Late Cancellations
A card is required to hold your booking. Cancellations with less than 24 hours notice, or no-shows, incur a 50% charge. Outstanding fees must be settled before future bookings can be made.
Aggressive / Dangerous Pets
We reserve the right to refuse grooming any dog that poses a genuine safety risk. A "Dangerous Job fee" applies in cases where a dog's behaviour requires exceptional handling. Your dog's safety and our crew's safety are equally important.
Anxious Dogs
Please notify us in advance if your dog is anxious — we'll take all the time they need. A surcharge applies if a groom takes significantly longer due to high anxiety. We reserve the right to reschedule if a dog's stress level is too high to continue safely.
Matted Dogs
Matting surcharges start from $50 and are added to the package price. A risk acknowledgment form is required before dematting begins. Where matting is severe, we may recommend a complete clip-off for the dog's comfort and safety.
Flea Treatment
An additional $30 charge per dog applies when a dog arrives with fleas, to cover the cost of treatment and thorough salon cleaning. We ask that all dogs are regularly treated preventatively.
Arrival & Pick-Up
Please notify us if you'll be late for drop-off or pick-up. Dogs should be collected within 30 minutes of being notified they are ready — boarding fees apply if collection is significantly delayed.
Risk Acknowledgment
All owners acknowledge that grooming carries inherent, low-level risk — particularly for elderly, anxious, or medically complex dogs. We will always inform you of any concerns before proceeding.
Customer Conduct
We have a zero-tolerance policy for abusive or aggressive behaviour toward our crew. Any such conduct will result in immediate cancellation of the appointment and a permanent booking ban.
If you have questions about any of our policies before booking, we're always happy to talk them through. A calm, informed visit starts with a confident owner.
