TERMS OF SERVICE
Please read carefully, terms apply to all customers and are the conditions agreed to upon booking an appointment with Groomed By Mary.
Cancellations/Changes/No Shows
All clients must provide card details to secure the appointment. We will not charge your card, unless you change, 'no show' or cancel an appointment without the minimum required amount of notice (24hrs).
You must provide minimum 24hrs notice (within operating hours) for any cancellations, changes to booking or change of mind. Failure to do so will result in a 50%-100% cancellation fee of your total groom price being charged, based on the amount of notice given.
Cancellations on the day of appointment are considered a 'no show' due to the lack of notice. 'No show' will be charged at 100% of the original appointment cost. Cancellations outside of our operating hours are not considered 24hrs notice. You authorise Groomed By Mary to charge your card on file in this instance.
We understand appointments can occasionally be forgotten therefore reminder text messages are sent 3 days prior to you’re booked appointment.
If you have not arrived at five minutes past your appointment time and haven't contacted us yourself to explain. Out of courtesy we will try to get in contact with you. If we are unable to contact you and haven’t heard from you; at exactly 15 minutes past your scheduled time, your appointment will be automatically cancelled and recorded as a 'no show'.
"No shows, Late cancellations, Late arrivals” incur a 100% fee of the original appointment fee being charged to your card on file.
By booking an appointment with us you authorise Groomed By Mary Dog Grooming to charge your card on file for 'no show, late cancellation, cancellation, late arrivals, late pickup'.
Late Arrivals
It is very important that you show up on time for your appointment. Your appointment time is the time that you need to be at the salon for your dog’s booking. We give 15 minutes leeway as courtesy.
If you show up more than 15 mins late; have failed to contact us yourself, to explain how late you are running and to confirm with our staff that it is still ok for you to attend. You will be turned away. If you are going to be more than 15 minutes late you MUST speak with us first. To inform us exactly how late you will be and confirm with our staff that it is still ok to attend.
This is because if you are running more than 15 mins late, it will likely be too late for us to complete your dog’s groom in time and stay on schedule. If we are forced to cancel the appointment due to you being too late, or you "no show" on the day. This is subject to a 100% fee, given the lack of notice and this being completely out of our control. We will have to cancel and rebook your appointment on another day depending on availability.
This is to ensure we stay on track for all our other customers who arrived for appointments on time.
Can I wait/ watch my dog be groomed?
No, we do not allow this for insurance and safety purposes.
When will my dog be ready?
We will text you 30 minutes prior to your dog being complete. We ask that you do not return until you have been contacted. We do not like to be rushed while grooming as this is how accidents happen. Dogs know their owners voice, smell and can sense their presence. They get excited at the prospect of being reunited. It is impossible to complete the groom when they are jumping around in excitement. This is very dangerous as jumping near sharp objects can cause injury. For their own safety do not return to the salon until you receive a text. If you do show up un- expectedly we may not be able to complete the rest of the groom and your dog may have to be returned uncompleted.
Pick Up
If you are not ready to pick up when you are contacted. You may be able to leave your dog with us until a more convenient time. However, you must inform us of your plans and request this before your appointment day. Dogs can on occasion be left longer, pending that there is space and their behaviour is good whilst waiting. Disruptive dogs need to be picked up immediately. Please do not assume we can accommodate your dog longer without speaking to us. Often, we have dogs with special requirements or need to free up space for incoming dogs. We have limited space in our small salon. We are not a doggie-day care and you mustn't leave your dogs with us all day.
If you are more than 30mins late to pick up your dog, arrive after our closing time or are uncontactable, you will incur extra $30 care fee per dog, payable upon pickup. This covers the time our groomers have to take away from other dogs, to spend caring for your dog throughout the day or after hours. If you are running late for pickup you MUST let us know.
Aggression/Anxiety/Behaviour
Many dogs love going to the groomer, others tolerate it, some dogs suffer anxiety as they feel apprehensive when exposed to an unfamiliar situation/people or place. By familiarising your dog with the groomer through regular appointments, in time most will become less afraid. Dogs are very intuitive and will pick up any anxiety that you may be feeling as well, so it is important that you are calm and don't make a fuss over them when dropping off. A dog with matted hair is likely to experience pain during grooming. This can lead to your dog associating grooming with pain, causing them to become fearful or aggressive.
An aggressive or fearful dog can be very dangerous to our staff and other dogs in our care. If the dog comes into physical contact, it could be detrimental to their career, our business and their lives and families lives. In the interests of safety, if at any point our staff feel unable to complete your dog safely. They reserve the right to stop the grooming process and you will still be charged in full for the session booked out and will be asked to collect immediately.
Behavioural Grooms
"Behavioural grooms" incur extra charges. Acceptance of these groom requests is at our discretion. These are dogs who are nervous, don't like certain areas being touched, may require a muzzle, difficult for certain areas, scared of certain parts of the grooming process are disruptive or take any extra time. These issues MUST be disclosed to us upon booking. We are always up-front and honest with you about your dog’s behaviour. These grooms are only accepted on the terms that you follow a grooming schedule and take steps at home to help correct the dog’s behaviour. There may be occasions where we are unable to complete your dog if their behaviour is unsafe. You may need to be referred to a vet for sedation grooming. You agree, accept and acknowledge the high risk of injury associated with "behavioural grooms”.
Disruptive Dogs
Dogs that cause disruption must be picked up immediately . If their behaviour is deemed too disruptive to us they will not be suitable to attend the salon. We are always honest with about your dog’s behaviour during their grooming session.
All dogs are placed in crates for their own safety while they wait. If your dog is unable to be be placed in a crate or you do not agree with your dog waiting in a crate, it will also not be suitable to attend the salon.
Your dogs health
We care about your dog’s health and wellbeing. All dogs entering our premises must have their vaccinations kept up to date. This is at your own discretion. Please inform us of any pre-existing health conditions or behaviour problems your dog may have, upon booking.
Please do not bring your dog into the salon whilst they are on heat, are pregnant, after surgery or if they are unwell or injured. After your initial visit if your dog contracts any new allergies, has recently been sick, had any new injuries/surgeries or is on medication we ask that you please let us know.
By booking your appointment with Groomed By Mary You the customer acknowledge and accept bringing an un-vaccinated dog, a dog with any pre-existing medical condition, sensitive skin, other skin condition, behavioural issue or a dog that is elderly for grooming is at your own risk.
Grooming live animals with sharp objects who are at times unpredictable, can prove challenging even for the most experienced professionals and sometimes accidents do occur. Groomed By Mary will not take responsibility for any sickness, illness, infection, irritation, trauma, condition, injury (including but not limited to; cuts, lacerations, haematoma), accidents or accidental death caused or allegedly caused whilst in our care or after their services are provided.
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*By booking any appointment with us you agree to release Groomed By Mary for any accident, injury, accidental death, condition, trauma, or illness caused OR allegedly caused to my pet whilst in their care or after their services have been provided.*
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First Appointment
For a puppies first groom we can only attempt do a ' basic wash' or 'tidy up'. Dependent on coat condition, your puppies temperament and what they will allow us to do safely. It is not a good idea to wait until your puppy is overdue for a haircut or is matted. We do not do haircuts on their first appointment for puppies unless due to matting or medical issue. Grooming can be scary for puppies as there are a lot of new things happening to them, if we push them too far on their first appointment. They will quickly learn to associate grooming with fear, making them difficult to groom. Therefore it is very important to introduce puppies to the grooming process gradually, through shorter more regular appointments. Your puppy will likely require grooming for the rest of its life. It is essential they are calmly (to reduce risk) and comfortably to be able to be groomed. We would be happy to suggest an appropriate schedule for your puppies appointments to help them have the best grooming experience possible.
If it is your adult dogs first appointment, we can only try and see what your dog will allow us to do for them on the day. We usually suggest starting with a basic wash or tidy up to gauge how your dog will tolerate grooming. Many dogs can react differently to new people and a new environment as it is very different to you grooming them at home yourself. There may be occasions where the requested groom is unable to be completed, which is out of our hands. We will still have to charge you for the time you booked out.
If your dog has never been professionally groomed, we cannot predict how they will react to our products, being in our salon environment or grooming processes. There may be occasions where the dog will have an allergic reaction, sickness, hotspot, clipper irritation, ear infection or other infection or injury develop. Groomed By Mary Grooming will not be held responsible for such reactions after grooming. Like humans’ dogs can also be unpredictability sensitive and have allergic reactions to things. We cannot possibly know this until after it happens.
Nail Trims
We do not accept bookings for nail trims for aggressive or behavioural dogs. We accept puppies up to 12 months for their first nail trim. We do not accept adult dogs over 12 months old who have never had a nail trim professionally. This service is provided for dogs who have had their nails trimmed before by a professional groomer or vet without issue. Nail trims are to be done on a regular basis to remain effective.
Quotes / Pricing
Our prices provided are a guide only and based on regular bookings (2-8 weeks ). GST is applicable on top of the service price. Additional fees may be applicable as described in this agreement. Change of mind/ incorrect information provided about size, condition of coat, presence of matts, behaviour, presence of fleas OR the type of groom that you requested is inadequate/ unsuitable for your dog’s requirements. Additional fees will be payable. Honesty is the best policy when booking your appointment to avoid un-expected surprises at checkout. Dogs who take extra time for any reason will incur extra charges.
Fleas and Ticks
If your dog presents with fleas or ticks this will incur extra charges. We will need to spend extra time to kill the fleas. We need to treat the entire area to prevent fleas spreading in the salon and to other clients’ dogs. Flea wash will be administered (at extra cost to you). These costs are non- negotiable and will be added to your total. We highly recommend washing your dog’s bedding and treat your home and other pets after the groom. As well as provide them with a monthly prevention treatment to avoid re-infestation. If you believe your dog may have fleas, please inform us upon booking.
Social media/ reviews/ feedback
We may take pictures of your dog before and after grooming for social media. We value your feedback. If you are unhappy about something, please do not write a negative review. Speak to us first so that we have an opportunity to fix the problem. If it is something that is realistically able to be fixed, while the groom is still fresh. We aim to provide you the best possible service and best groom possible with the dog, coat and behaviour that is presented to us on the day. By booking an appointment with us you the customer agree not to write or spread defamatory comments on social media.
Refusal of service
We reserve the right to refuse service to any person or pet at our own discretion.
Matted/ compacted coats
Matted coats incur extra charges due to the extra time/ precaution required to groom them safely. These additional costs are non-negotiable and will be added to your total.
We do NOT de-matt any dogs that are matted. Due to the unnecessary pain and stress it causes to your dog. If the groomer determines your dog is matted at any time. We will have NO other option but to fully clip/shave the dog very short! Despite how you may have wanted or expected your to be groomed or what was booked in to be done. We can only work with the coat that we are presented with. This is not something we like or want to do. It is the only safe and humane way to groom your dog when matted. It is the only way to remove the matts with as little pain and stress possible. It is not OK to put a dog through pain because you want or expect it to look a certain way. You can allow the coat to grow back. We can then advise a schedule to keep your dog longer, if that is what you desire. Long coats require more regular maintenance and grooming, commitment and are much more costly to maintain. Matting causes pain, which emphasises the importance of regular grooming/brushing before it reaches this point!
We understand many owners are not aware their dogs are matted until they attend their appointment due to lack of understanding. We will not tolerate customers arguing about matting or the fact their dog has been brushed. We are experienced professionals. If you decide you do not want to have your dog shaved, you will be asked to take it home and attempt to remove all the matting yourself. We can then see if we can groom the dog how you desire when you return. However, you will still be charged for the appointment time that you booked.
It is YOUR responsibility to brush in between appointments, to avoid matting. You must brush thoroughly and correctly OR organise regular grooming with us (2- 6weekly), if you like your dog long and cannot brush properly at home.
Matting is caused by incorrect brushing/failure to brush/ not brushing regularly enough. Our staff will be more than happy to demonstrate effective brushing techniques, tools, and recommend a grooming schedule to prevent matting.
If your pet is compacted or matted, it is at a very high risk of injury. All precautions will be taken by our experienced professional groomers. However, problems can occasionally arise during or after grooming. Such as nicks, cuts, clipper irritation, skin irritations, lacerations, haematoma, mental or physical stress. We will not be held responsible for any injury sustained while grooming a matted coat, any after effects of matting or its removal. Groomed By Mary always put humanity before vanity, so if our Groomer deems it necessary, they have the right to stop the grooming process at any time and you will still be charged for the full session.
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*As we are working with live animals, they can be unpredictable at times and unexpected accidents may occur in our store/salon. By booking an appointment with us you agree to our policies, you also agree that you release Groomed By Mary and its owners from all expenses, damages, liabilities, resulting from any service provided or injury to your pups while in our care/visiting our store/salon.
By booking an appointment with us you are accepting our policies, you understand and agree to our terms of service*