By booking in your dog’s grooming service with 26 Paws you are agreeing with the following:
Drop Off & Pick Up Policy
We will require you to arrive on time for your scheduled appointment.
Please allow for up to approx. 2 hours for bathing services and up to approx. 4 hours for any grooming/deshedding services. However, please keep in mind that grooming can be a very time consuming and unpredictable process depending on the dog’s behaviour, coat condition and when clients arrive for the appointments. We will do our best to manage the approximate time given, however please do understand that factors outside of our control can influence the duration of the actual grooming process. We will text you 30 mins prior to advise expected pick-up time.
If you are unable to pick up your dog by the end of our care allocation time, there will be an additional charge of $30 per hour.
Late Policy
If you are running late, this may disrupt our remaining schedule of appointments. Therefore, your service may be able to downgrade depending on the time left. We could do an “In-Between/Hygiene” or bath & dry service depending on how late you are. However, you will still be charged the service you booked and if you still require a full groom, you will need to book for a later date.
Cancellations & No Show Policy
We require at least 24 hours notice of cancellation via the online link in your confirmation email. A cancellation fee of 50% will apply, unless we can fill your appointment.
If you fail to notify us of cancellation and do not show up to your appointment, you will be charged the full service amount with no exceptions. You may also risk future appointments being cancelled.
Medical Conditions or Senior Dogs
Grooming procedures can sometimes be stressful, especially for a senior dog or dog with health problems. Grooming can expose hidden medical problems as well as aggravate an existing one, whether it be during or after the groom. Because senior dogs and dogs with health problems have a greater risk of injury, these dogs will be groomed for comfort and cleanliness, as 26 Paws will not compromise any dog’s health and/or wellbeing to achieve “the perfect groom”.
The owner must also inform 26 Paws of new conditions as they arise. 26 Paws will not be responsible for accidents or injury to elderly or health compromised dogs during their grooming. By the owner granting permission for 26 Paws to groom their senior or health-compromised dog, they will also agree to discussing any and all (past and present) health problems to the best of their knowledge.
Fleas
If fleas are found on your dog, 26 Paws will give a mandatory flea wash treatment for $25.
The flea wash is effective on the dog only. If there are fleas in the home area, the treatment will not protect your dog once they leave the establishment.
Matted Dog Policy
De-matting” or complete coat removal will dramatically alter your pet’s appearance.
Dogs with matted coats will require extra attention. If the matting is deemed minimal by our grooming crew and the dog responds well, we may brush them out for an additional fee (based on the size of the dog and time taken – $25 per 15mins).
However, if we do not believe we can remove the mats in a timely manner or we feel your dog is in pain, we will not continue and will short shave. We firmly believe that grooming should be an enjoyable experience and will not put your dog through the discomfort of unnecessary de-matting.
There is a greater risk of nicking, scratching, cuts etc, during the grooming process. In addition, the skin may appear red, itchy and irritated due to the lack of oxygen reaching in and under the fur.
26 Paws will not be held responsible for above or any injury sustained while grooming a matted dog, including any after effects.
See our article on how to brush your dog to prevent de-matting.
Double Coat & Shaving Policy
We don’t recommend shaving any double coated breeds as we cannot guarantee that the dog’s coat will grow back correctly. Depending on how close the coat is clipped, your dog’s coat might require sunscreen to protect its skin from being burned.
Shaving may cause irritation and/or rash and will not necessarily make the dog feel cooler. The double coat acts as insulation in hot and cold weather. Shaving does not reduce shedding, it only makes the shedding coat shorter. Clipping down a double coated dog can look uneven or choppy, depending on the dog’s coat type and length requested.
Therefore our groomers will not clip any double/combination coats.
General Handling and Accidents
Although accidents are very rare, there is always a risk when dealing with dogs as they are not like humans sitting still whilst getting a haircut. Grooming equipment can be sharp, and although we use extreme caution and care in all situations, possible accidents could occur. In most cases, this can happen when a dog is wiggling/moving around, matted and displaying difficult behaviour. It is also possible for the grooming process to expose hidden medical issues or inadvertently aggravate existing medical conditions.
We ask that you have up to date pet insurance and you will be asked to sign a waiver during the online booking process.
Any veterinary bills resulting from a dog being matted, elderly, aggressive or with a difficult temperament, or from a pre-existing or unforeseeable condition will be the sole responsibility of the owner. Your dog’s safety and comfort is our number one priority.
Muzzles
Muzzling does not harm your dog and protects both the dog and the groomer. In some cases, muzzling may even calm a stressed animal allowing the grooming process to continue.
We may muzzle your dog but if your dog acts in a manner that our groomer feels is dangerous, 26 Paws has the right to stop grooming services at any time and a service fee will be collected.
Dangerous/Aggressive Animals & Behavioural Issues
The owner must inform 26 Paws if your dog bites, has bitten before, is aggressive, unpredictable and/or has any other behavioural issues, including nervousness and high anxiety. If the owner fails to notify us of any potential danger or behavioural issue, you can and will be liable for all medical fees, out of work compensation, as well as any and all property damage.
We will make every reasonable attempt to groom uncooperative dogs ($25 per 15mins extra time taken), but we may not be able to complete grooming on dogs that pose a threat to themselves, other dogs or our groomers.
If a dog is felt to be exhibiting behaviour that is unsafe, it may be in the best interest of the dog that the groom be stopped. 26 Paws has the right to refuse grooming services, stop grooming services, or cancel grooming services at any time before, during or after grooming. You will be charged for the service due to the time slot taken. Alternatively, if we do decide to continue groom but there is extra time taken, you may incur a fee.
Puppies
Puppies must be at least 12 weeks old and fully vaccinated before we are able to book them in for any service. For puppies over 12 weeks, we recommend either a bath and blow-dry or in between groom.
Salon Safety & Media Release
To ensure the safety of both our team and the dogs in our care, the 26 Paws grooming salon is under 24 hour CCTV surveillance.
26 Paws may take pictures of your dog before and after grooming for website, social, advertising and education. Please let us know if you don’t want your dog’s photos involved in any media related releases.
Satisfaction
Your satisfaction is important. If you are unhappy for any reason, and would like something adjusted, we will be happy to work with you when you pick up your dog from their appointment.
However, once you take your dog home, we will only accept return visits for adjustments within 24 hours of your appointment. Any adjustments requested after this time will be charged a grooming fee.
