Terms & Conditions

1.1 Throughout this document, "we", "us" and "our" refer to The Pet Salon, located at Shop 3A/125 Great North Road, Five Dock NSW 2046.

1.2 By making an appointment — whether online, by phone, by SMS or in person — you agree to be bound by these Terms and Conditions.

1.3 The Pet Salon reserves the right to decline, reschedule or discontinue any appointment at our discretion, without obligation to provide a reason.

1.4 The Pet Salon is under 24-hour CCTV surveillance for the safety of our team and all animals in our care.

2.1 All prices quoted are a guide only. Final pricing is determined by your dog's size, breed, coat type, coat condition, temperament and total grooming time required.

2.2 Additional fees may apply for: severely matted coats requiring dematting or full clip-down; dogs displaying difficult or aggressive behaviour requiring additional handling time; flea or tick treatment (mandatory if detected upon arrival); any additional services requested on the day.

2.3 Full payment is due upon collection of your pet. We accept cash, credit/debit card and bank transfer.

2.4 Pets must be collected before closing time. A late collection fee of $15 per 30 minutes will apply after closing time. This fee will not apply if the client was notified of their dog's completion less than 30 minutes before closing time.

3.1 Appointments can be made online, by phone, SMS or in person.

3.2 We understand that unexpected circumstances arise. We allow up to 3 last-minute cancellations (less than 24 hours notice) per client. From the 4th last-minute cancellation onwards, a 50% non-refundable deposit will be required to secure future bookings.

3.3 No-shows (failure to attend without any notice) are recorded. After 2 no-shows, the client will be permanently blacklisted and unable to make future bookings with The Pet Salon.

3.4 If you arrive more than 30 minutes late, your appointment may be forfeited and will need to be rescheduled. This will be recorded as a last-minute cancellation.

3.5 The Pet Salon reserves the right to cancel or reschedule appointments at any time. We will provide as much notice as possible in these circumstances.

4.1 All dogs must be up to date with core vaccinations before entering our salon, including C5 vaccination covering Bordetella bronchiseptica (kennel cough). By agreeing to these Terms and Conditions, you confirm that your dog's vaccinations are current.

4.2 Puppies must have completed their full primary vaccination course before attending. Proof of vaccination may be requested at any time.

4.3 You must inform us prior to your appointment of any known medical conditions, allergies, sensitivities, injuries, or recent health concerns. Failure to disclose relevant health information may result in your appointment being discontinued without refund.

4.4 The Pet Salon conducts a visual assessment of your dog upon check-in. However, we are not veterinary professionals and cannot diagnose medical conditions. If your dog displays any signs of illness, injury or discomfort upon arrival, we reserve the right to postpone the appointment until veterinary clearance is provided.

4.5 Pre-existing conditions: The Pet Salon accepts no liability for any health issues, symptoms or injuries that arise from, or are aggravated by, pre-existing medical conditions that were not disclosed prior to the appointment.

4.6 In the event of a medical emergency during grooming, we will attempt to contact you immediately. If you cannot be reached, we reserve the right to seek emergency veterinary treatment on your behalf. All associated veterinary costs are the responsibility of the owner.

4.7 Post-grooming concerns must be raised within 48 hours of collection. The Pet Salon will not accept liability for any health concerns, injuries or conditions reported after this period, as we are unable to verify whether these arose during or after the grooming session.

4.8 Senior dogs (aged 8 years and above): Grooming can be physically and mentally taxing for older dogs. Senior dogs may be more susceptible to stress, fatigue, joint discomfort and prolonged recovery after grooming. By booking an appointment for a senior dog, you acknowledge these risks and confirm that your dog is fit for grooming. We reserve the right to shorten or discontinue a session if we determine that continuing would compromise your senior dog's wellbeing.

5.1 Grooming a matted coat carries inherent risks. We will always attempt to contact you before proceeding with a clip-down, however in some cases this may not be possible if matting is only discovered once grooming has commenced.

5.2 Risks associated with dematting or clipping a matted coat include, but are not limited to: skin irritation, redness or clipper rash; exposure of pre-existing hot spots, sores or skin infections; bruising from tight matting (typically fades within days); nicks or minor cuts from working close to the skin; aural haematomas from ear matting.

5.3 These conditions are a result of the matting itself, not the grooming process. The Pet Salon accepts no liability for any skin or health issues uncovered or aggravated as a result of pre-existing matting.

5.4 Severely matted dogs may require more than one grooming session. We will advise you if this is the case.

6.1 The Pet Salon operates as an open, cage-free environment. Dogs are permitted to move freely, socialise and interact with other dogs during their visit.

6.2 By booking an appointment, you acknowledge and accept the inherent risks of your dog being in a shared environment with other animals, including but not limited to the transmission of contagious illnesses (such as kennel cough), parasites, or minor injuries from dog interactions.

6.3 The Pet Salon accepts no liability for illness, injury or parasite transmission resulting from your dog's participation in our open salon environment.

6.4 If you require your dog to be kept separate from other animals, please notify us at the time of booking. We will accommodate this request where possible.

6.5 Dogs displaying aggression towards groomers or other animals will be separated immediately. Muzzles may be used at our discretion as a last resort for the safety of our team and other animals. Owners may be asked to collect their pet if they present a risk to our team, other animals or themselves.

7.1 Your dog's emotional and physical wellbeing is our priority. We practise The Positive Grooming Approach™ — we work with your dog, not on them. If at any point we determine that continuing the groom would cause undue stress or risk to your dog, we will pause or discontinue the service.

7.2 The Pet Salon does not use sedation under any circumstances. We strongly believe sedation should only be administered by a qualified veterinarian.

7.3 We do not use restraint devices that suspend or hang animals. Our team uses gentle, supportive handling techniques.

7.4 Discontinued services will be charged at a pro-rata rate based on services completed.

8.1 By booking an appointment, you consent to The Pet Salon taking photographs or video of your dog during and after grooming.

8.2 These images may be used for our social media, website, marketing materials or training purposes.

8.3 The Pet Salon retains full ownership of all intellectual property rights, including copyright, in all images and recordings taken on our premises.

8.4 If you do not consent to photography, please notify us in writing prior to your appointment.

9.1 All complaints must be submitted in writing (via email to furrytailspetinfo@gmail.com) within 48 hours of your dog's collection. Complaints received after this period will not be considered.

9.2 The Pet Salon's liability is limited to the cost of the grooming service provided. We accept no liability for indirect, consequential or third-party costs including veterinary fees, unless directly caused by proven negligence on our part.

9.3 By agreeing to these Terms and Conditions, you acknowledge that grooming involves inherent risks and that The Pet Salon has taken all reasonable precautions to ensure the safety and wellbeing of your dog.