BEFORE THE GROOM

 

CANCELLATION & RESCHEDULING

Please understand that when you forget or cancel an appointment without giving enough notice we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive our services. As our therapists time is reserved specifically for your pooch we cannot provide any exceptions to this policy and the following fees and terms apply –

• There are no fees applied for cancellations or reschedules that have given 24 hours or more notice.

• Cancellations or Reschedules giving less than 24-hour notice will result in a charge equal to 50% of the reserved service amount.

• No Shows or Cancellations on the day of the appointment will be charged 100% of the reserved service amount.

• Clients who have missed a previous appointment will be asked to pay in full when booking all future appointments. These payments are non-refundable in the instance of a no show. In the instance of a rescheduling of an appointment giving less than 48 hours notice the rescheduling fee will be deducted from the advance payment.

• In order to book your next appointment cancellation and rescheduling fee must be paid in full.

Rescheduling or cancel appointments must be done via phone only. To reschedule or cancel an appointment please call the salon on +61 419 272 257. If you are cancelling your appointment outside normal working hours please leave a voicemail providing your name, dog's name, time and date of appointment. We will follow up with you by phone during salon hours.

 

LATE ARRIVALS

Please make it your priority to arrive on time for all appointments as appointment times are not flexible. While we do our utmost to accommodate clients that arrive late, clients arriving more than 15 minutes late may miss their treatment time. We do appreciate clients may be late through no fault of their own, however, we also have a duty to our other clients who keep to their appointment times.

• Prepayment for future services will be requested when a client has been late for 2 or more previous appointments.

This policy enables us to run an efficient salon and provide the required time needed to service all of our clients. We confirm appointments at the time of booking and 24 hours prior to your appointment date. However, if we are unable to reach you please understand that it is your responsibility to remember your appointment date and time to avoid a late arrival, missed appointment, and the cancellation fee.

 

DEPOSITS

• For first time clients, a 50% deposit of the services being booked is required.

• Any other treatments of 3 hours or more require a deposit of 50%.

• All deposits are used as part payment towards your service.

• Deposits are non-refundable.

• Deposits will be taken as payment towards any cancellation or no show fee’s due as per our Cancellation and Rescheduling Policy above.

• Deposits can be taken over the phone or at the Salon. Please note we do not hold clients credit card details on file.

 

PRICING

Pricing is based on breed, hair length, coat condition, temperament, age, and grooming history. Please be advised a surcharge will apply if your dog is matted, requires extra bathing in addition to our standard 2 shampoo process, has fleas, or has not been groomed within the recommended grooming schedule for their breed. All prices shown are guide prices only, we will give you an exact cost at your pre-treatment consultation. Puppy prices are only applicable to dogs under 6 months of age. Please call for breed-specific prices. For some breeds, an additional clip off or a hand-strip service may be required

 

VACCINATIONS

If your dog has not been vaccinated before or their previous vaccination is out of date please leave 14 days from the date of vaccination and the appointment date of their treatment. We regret that we are unable to groom puppies until 2 weeks after their 2nd vaccination.

 

FLEAS

Please note that dogs with fleas cannot be accepted. If your dog has fleas please treat them prior to visiting the Salon. Should your dog be brought to us with an infestation that is discovered after the groom has started a flea surcharge of $20 will apply. This covers the coat of flea elimination: pets with fleas are washed 2-3 times with specialist shampoo, towels must be bagged and laundered separately, and the Salon must be thoroughly cleaned and disinfected.

 

PRE-VISIT

A full bladder or bowel can be very uncomfortable for a dog whilst it is being groomed. Please ensure that your pet has been toileted before bringing them to the salon. If your dog toilets during their treatment which results in them needing an additional bath, a cost of $20 will apply to cover the additional time needed to complete the groom. Water will be provided for your pet during their visit.

 

HEALTH

If your pet is not feeling well (e.g. vomiting, diarrhoea, kennel cough, ) please do not bring him/her to the Salon for their own comfort and the safety of our other canine clients. Please advise our staff of any change in your dog’s health or medical condition upon arrival so that we may update your pet’s file. We are unable to accept dogs that are in season or are pregnant.

 

NEW CLIENTS

To ensure we have adequate time to familiarise ourselves with your dog we ask first time clients to factor in 10 minutes prior to the treatment for a free pre-treatment consultation. This time will be used to discuss your dog’s general health, any concerns you may have, specifics required of the treatment, and to welcome your dog to the Salon! A New Client Form should be completed by first-time clients at the time of booking, this can be done online here or a copy can be downloaded from New-Client-Registration-Form-Kiama-Dog-Grooming-.pdf. If printing the form please complete it and bring it with you at the time of your appointment.

 

DURING THE GROOM

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TREATMENT TIMES

An approximate completion time will be given for your dog's treatment when you drop them off, we will ring or text you when your dog is ready. Please be patient if we take a little longer than expected as we will not rush your pet through their treatment. Pet parents arriving early to collect their pooch puts pressure on both the stylist and dog during what would otherwise be a stress-free relaxing grooming experience for your pet. We appreciate you waiting for our call or text.

 

BEHAVIOUR

Kiama Dog Grooming will refuse the use of its facilities if there is evidence of behaviour that may be considered dangerous to other dogs or employees. If your dog does have an incident that Kiama Dog Grooming deems unacceptable we reserve the right to stop the grooming process. In this case, 50% of the grooming cost will be charged irrespective of how much of the grooming treatment has been completed.

 

MATS

All prices quoted for our grooming services are a starting price. If your dog is excessively matted a surcharge will apply. If we find the condition of a dogs coat to be severely matted and incapable of de-matting without causing undue stress and pain to the dog, the dog may be clipped down for reasons of health and well-being. All owners will be advised of this prior to us undertaking any de-matting or clip down service, and a Clip Release Form must be signed for pooch Dog salon to provide this service. Please note we do not offer a de-matting service for elderly dogs. This is to avoid unnecessary stress on the dog, instead, we advise an elderly dog with a matted coat is clipped down.

 

QUIET ZONE

The Salon operates a strict ‘quiet zone’ policy. Please ensure when leaving and picking up your beloved companion you appreciate the salon environment. This is not only for the well-being of your dog but for the relaxation of our other canine clients.

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LATE PICK UP FEES

Pick up will be due at the time arranged either at the pre-treatment consultation or when the pet parent is contacted. Pet parents that are later than 30 minutes picking up their pooch will be charged a sitting fee of $15 per 15 minutes. 

 

 

GENERAL

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DATA PROTECTION

Kiama Dog Grooming keeps detailed records of all dogs, treatments and responsible staff. New clients must sign a disclaimer form and some personal details will be retained by Kiama Dog Grooming. Client data will be treated in accordance with the data protection principles of the Data Protection Act and will not be shared with 3rd parties.

 

SATISFACTION POLICY

If for any reason you are not completely satisfied with the treatment received, please advise within 2 business days so we can do our best to rectify it. Pet parents satisfaction is important to us. We take great pride in our service and want the dog’s parents to as well.

 

PAYMENT

We accept cash and all major credit cards. Prices are subject to change without prior notice.

 

RETURNS POLICY

Grooming and salon treatment packages are non-refundable, non-transferable and non-exchangeable. Products purchased in the Salon are exchangeable within 14 days of receipt if they are in an unused condition and in their original packaging. Alternatively, the Salon can issue you a credit note. If a customer returns a product without requesting a replacement, then a refund will be made to the credit card used for purchase. Please note toys are not returnable. (We strongly recommend that all toys, and particularly any that contain squeaks, should only be given to pets under supervision).

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