OUR POLICY:
CANCELLATIONS & NO SHOWS:
If you need to cancel/ reschedule your pooches appointment(s), we respectfully ask that you provide us with 24 hours notice prior to the booking.
Changing of services will incur a fee.
No shows/ failing to give notice will result in a 50% charge of the booked service.
MEDIUM & LARGE DOGS:
Please note our latest bookings for Medium & Large pooches are at 11:00am
Please do NOT book after this time or your appointment will be declined and your deposit will be refunded.
SATURDAY’S:
Small dogs ONLY for Full Pampers.
A 5% surcharge will apply.
Trials, Puppy Play and Half Day Daycare available. (Full Day Daycare is unavailable)
ADDITIONAL FEE’S:
There may be additional add-on services such as: pre-clipping, matting, daycare, extra handling, de-shedding & other fee's.
Please notify us of any significant details about your pooch & or their appointment.
AGE:
All puppies must over 16 weeks of age (or fully vaccinated).
We DO NOT provide services for dogs that are 12 years of age and over (unless they are existing clients)
VACCINATIONS:
We ask all pooches in the salon to be fully vaccinated.
NON-NEUTERED DOGS:
Daycare pooches must be desexed after 6 months of age to attend.
We may accept grooming dogs while on heat if discussed with a team member prior.
Failure to notify staff of your un-neutered pooch or a pooch being on heat may result in the booked service being declined.
FLEAS OR OTHER SKIN CONDITIONS:
Dogs with skin conditions will be evaluated by our groomers to determine if grooming is safe and appropriate.
A veterinarian's clearance may be required for dogs with severe skin conditions.
If extra time or care is needed due to skin conditions, additional charges may apply.
Openly discussing any skin concerns helps us provide the best grooming experience for your pet and must be disclosed to a staff member on drop off.
We may decline services if a skin condition poses a risk to the pet's well-being or our staff's health.
DIFFICULT/ AGGRESSIVE DOGS:
Aggressive dogs may be muzzled for safety.
We may limit services if a dog's behaviour poses risks or may result in service refusal.
Extra care may incur additional charges.
Owners are encouraged to discuss concerns for the safety of all involved.
MATTING:
Our groomers will not perform painful de-matting on your pooch.
Please note that there is an increased risk of clipper cuts & grazes from matting.
The removal of matting can show hidden sores, infections or bruising.
Pooch & Hound will not be responsible for vet costs associated with matting removal.
THE APPOINTMENT:
We recommend scheduling appointments in advance to ensure availability and minimise wait times.
We appreciate punctuality to ensure a smooth and efficient grooming process for your pet.
We allow up 15 minutes after the scheduled appointment time if staff has been notified and we are able to accomodate your late arrival.
Feel free to communicate specific grooming requests or preferences for your pet's appearance.