For the safety and wellbeing of all dogs in our care, The Groom Haus only accepts dogs that are fully vaccinated. Proof of vaccination may be requested.
To secure your appointment, The Groom Haus may require a card to be held on file. Cancellation fees and missed appointment fees may be charged to this card in accordance with our cancellation policy.
We understand that occasionally things come up. However, if you arrive more than 15 minutes late, we will unfortunately not be able to groom your dog, as this impacts the quality of your dog’s groom and the next scheduled appointment.
Appointments missed due to lateness will be treated as a missed appointment and a no-show fee will apply.
Please contact the salon if you believe you may be running late.
A 50% cancellation fee may apply if you:
* Cancel within 24 hours of your appointment
* Miss your appointment
* Arrive too late for your scheduled appointment
* Choose not to proceed with the groom upon arrival
If you are unable to attend your appointment, you may arrange for someone else to drop off or collect your dog to avoid cancellation fees.
You will be notified when your dog is ready for collection.
Prompt pick up helps minimise stress for your dog and disruption to other dogs in the salon.
The Groom Haus does not provide daycare or long-stay services.
Late collections may incur a $25 late pick-up fee.
For the safety of all dogs and staff, owners must advise The Groom Haus if their dog:
* Has previously shown aggression during grooming
* Is reactive toward other dogs
* Has behavioural or handling issues
* Requires a muzzle or special restraint
If required, The Groom Haus may:
* Use appropriate safety restraints such as grooming loops or muzzles
* Assign two groomers where additional handling is required
* Pause or stop the groom if safety is at risk
* Recommend alternative grooming environments if the salon is not suitable
Dogs requiring additional handling may incur a special handling fee (from $30).
Owners may be held responsible if a dog causes injury and prior behavioural information was not disclosed.
Some dogs may experience higher levels of stress during grooming.
Please inform us if your dog:
* Has never been professionally groomed
* Experiences separation anxiety
* Is sensitive to noise or other dogs
* Is elderly, blind or deaf
* Has medical conditions such as arthritis, heart conditions or neurological issues
* Is taking medication for anxiety or other health concerns
Our groomers will always prioritise the comfort, safety and wellbeing of your dog. If a dog becomes overly distressed, The Groom Haus may pause or discontinue the groom.
Additional handling fees may apply if extra time, care or staffing is required.
If a coat is severely matted close to the skin, shaving is the most humane and safest option for your dog.
Severe matting can cause:
* Skin irritation and infection
* Moisture and bacteria trapped against the skin
* Pain and discomfort
*Hematomas.
Owners will be asked to approve a short clip or shave down before the groom proceeds.
While every precaution is taken, grooming involves the use of sharp tools and equipment. Dogs may move unexpectedly which can occasionally result in minor nicks, cuts or skin irritation.
If a minor injury occurs, The Groom Haus will treat the area appropriately and notify you immediately.
Veterinary expenses will not be covered unless agreed upon in advance.
The Groom Haus reserves the right to refuse or discontinue grooming services at any time if a dog’s behaviour, health or condition presents a risk to the dog, our staff or other dogs.
If a groom is discontinued for safety reasons, charges may apply for the portion of the service already completed.
Prices may vary based on coat condition, behaviour, size of dog, time required and additional services.
Prices are subject to change and clients will be notified where applicable
Client information is collected solely for the purpose of providing grooming services, managing bookings and communicating with clients.
The Groom Haus does not share client information with third parties, except where required for booking software or legal compliance.
By booking an appointment with The Groom Haus, you confirm that you have read, understood and agree to the terms outlined in this grooming agreement.
You also grant permission for The Groom Haus to photograph or film your dog for promotional purposes including social media unless you request otherwise
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