Term & Conditions

By booking your fur baby in to Fluffy Retreat Grooming Studio you acknowledge that you have read and agree to the following

Drop off

Please do not arrive more than 10 minutes before your appointment unless arranged in advance, as this may disrupt other grooming sessions in progress. We also kindly ask that you arrive on time. If you are more than 15 minutes late without prior arrangement, your appointment may be canceled or reschduled as we may not have enough time to complete the grooming. No show fee may apply

Pick up

You will receive a text message once your dog’s grooming is complete. We kindly ask that dogs be picked up within 30 minutes unless other arrangements have been made. After this time, a late pick-up fee of $10 per 15 minutes (or part thereof) will apply. We also request you do not turn up early to pick up your dog as this can disturb the grooming process and the groom may not be able to be completed.

Matted or Knotted Coats

Coats with excessive mats or knots may incur an additional charge. If your dog’s coat is heavily matted or knotted, the desired grooming style may not be possible. To avoid distress and ensure a positive grooming experience, we do not brush out severe mats or knots, as this can be uncomfortable and may discourage future grooming. Instead, we will carefully cut or shave out the mats and knots to give your dog a fresh start.

Difficult to Groom Dogs

If your dog is challenging to groom, we may not be able to achieve the exact style you desire,

however, we will do our best to ensure your dog looks their best. Additional charges may apply for extra grooming time.

Our rights

Aggressive Dogs

We reserve the right to refuse or discontinue service to any pet if we believe it is in the best interest of the dog’s well-being.

We reserve the right to refuse or discontinue grooming for dogs displaying aggressive behavior.

Additionally, we reserve the right to refuse or discontinue service at any time if we find the owner's behavior to be rude, disrespectful, or threatening in any way.

Charges may still apply

Fleas

If fleas are found on your dog, a flea rinse will be applied, and an additional fee will be charged.

Anal Gland Expression

We do not offer anal gland expression, as this procedure should be performed by a licensed veterinarian.

Emergencies

In the event of an emergency, if you are not present, you authorize us to contact either the nearest veterinarian or your designated veterinarian and grant them permission to treat your pet as necessary at your expense.

Pre-existing conditions

It is your responsibility as a pet owner to inform the groomer of any known pre-existing conditions.

Cancellation or

Reschdule Policy

As a small business, and we do not require a deposit for your appointment,late cancellation and rescheduling have a direct impact on us and our salon. We appreciate your respect for our time, just as we respect yours.

We kindly ask that if you need to cancel, please do so within 48 hours prior to your booking.

If you need to reschedule, please do so within 12-24 hours prior to your booking.

More than 3 Cancellations/Reschedules:
A $30 deposit will be required to reschedule your appointment, which will be deducted from the total cost of your next booking.

No Shows:
If you do not arrive for your appointment without providing prior notification, or if you notify us less than 5 hours before your appointment, a cancellation and no-show fee of $50 will be charged. This fee must be paid before we can book or honor your next appointment."