Terms and Conditions

W.A.G.S

Wellness & Grooming Sanctuary Terms and Conditions:

1. Bookings & Appointment Confirmation

Appointments may be booked via the MoeGo app, text message, Messenger, phone, our website, or in person.

Once a booking is made, it is automatically confirmed and secured in our schedule. You are not required to reply “Y” to confirm your appointment.

This applies to all bookings, including clients on a recurring full-year schedule — these are confirmed appointments.

A courtesy reminder is sent 48 hours prior to your appointment. Reminders are provided as a courtesy only. It remains the client’s responsibility to remember and attend appointments, even if a reminder is not received.

Please arrive on time. A 15-minute grace period is provided. After this time, we reserve the right to refuse service, and the full grooming fee will apply.

Dogs must be walked prior to arrival to ensure they have toileted (urinated and defecated).

2. Appointment Duration

Most grooms take approximately 2–3 hours, depending on coat condition, size, and behaviour.

Exact completion or pick-up times cannot be guaranteed unless the Priority Service Add-On has been booked and approved.

3. No-Show, Late Cancellation & Rescheduling Policy

A no-show fee equal to 100% of the grooming service applies if:

Your pet does not attend the appointment, or

You arrive more than 15 minutes late and the groom cannot proceed, and

No written communication has been received prior to the appointment

Why This Policy Exists

As a small business, each appointment represents committed time and income. When a pet does not arrive and the slot cannot be filled:

Groomer time is lost

Income from that appointment is lost

Another client misses the opportunity to book

For this reason, no-show fees are firm and non-negotiable.

If a card is held on file, you authorise W.A.G.S to charge the full grooming fee.

If no card is on file, the fee must be paid in full prior to rebooking.

Rescheduling Within 24 Hours

If you choose to reschedule your appointment with less than 24 hours’ notice, a $35 rebooking fee will apply to accommodate your new booking. This fee must be paid before the new appointment is confirmed.

Deposits are non-refundable if less than 24 hours’ notice is given.

After two late cancellations or no-shows, a 100% deposit will be required for all future bookings.

4. Recurring Bookings (Full-Year Schedule)

A recurring booking means your pet’s grooming appointments for the entire year are secured in advance.

Benefits:

Guaranteed appointment times

Consistent coat and skin maintenance

Predictable scheduling for both client and salon

Client Responsibility

Recurring bookings are confirmed appointments. Clients must attend or cancel in writing.

Loss of Recurring Schedule

Recurring bookings may be removed if:

A no-show occurs, or

Two consecutive appointments are cancelled without explanation (including replying “N” twice without context)

Once removed, appointments must be booked manually and availability is not guaranteed.

5. Priority Service Fee — $30

Standard grooms take 2–3 hours. If you require your pet to be completed in under two hours or prioritised ahead of other bookings, a $30 Priority Service Fee applies.

This service is limited per day and must be requested and approved in advance.

6. After 3:30 PM Booking Fee — 15% Surcharge

Appointments with a scheduled start time after 3:00 PM incur a 15% surcharge on top of the grooming price.

This fee reflects extended staffing requirements and workflow adjustments and is non-negotiable.

7. December Late Booking Fee (Per Pet)

December is our busiest period. A late booking fee applies to appointments booked on or after 1 December:

1–7 December: +$15

8–14 December: +$20

15 December onwards: +$30

To avoid this fee, December appointments must be booked prior to 1 December.

8. Pricing Policy — Prices Begin FROM

All prices are FROM prices only. Final pricing depends on:

Coat condition and maintenance

Behaviour and handling requirements

Time required to groom safely

Size, breed, and requested style

Prices are non-negotiable. W.A.G.S reserves the right to adjust pricing to reflect costs, wages, and service standards.

9. Matting Policy — Health Comes First

Matting is painful and can cause serious health issues. Where matting is present, the safest and most humane grooming option will always be chosen, even if the coat must be clipped shorter than requested.

De-matting will only be attempted if it can be performed safely and without unnecessary stress.

Liability

W.A.G.S is not liable for issues arising from matting or coat neglect, including irritation, nicks, hematomas, or sensitivity.

Additional Charges

De-matting fees apply at $10 per 10 minutes, depending on severity.

Owners are responsible for maintaining their dog’s coat and booking at appropriate intervals.

10. Hygiene Clip

A hygiene clip may be performed where necessary (excluding smooth-coated breeds). Due to skin folds, growths, or matting, minor irritation or nicks may occur. W.A.G.S is not liable for veterinary costs arising from hygiene clipping.

11. Behaviour & Safety

Grooming involves sharp equipment and live animals. If a pet struggles, moves excessively, or displays aggression, grooming may be modified or stopped for safety reasons.

Fees will still apply for time spent if grooming cannot be completed.

12. Fleas & Parasite Policy

All dogs must be parasite-free. If fleas are detected, a $30 flea treatment and sanitation fee applies. Severe infestations may result in refusal of service.

13. Cage-Free Salon Policy

W.A.G.S operates as a cage-free salon. Dogs may socialise unless otherwise requested.

Dogs displaying aggression, excessive stress, or unsafe behaviour may be crated for their wellbeing and the safety of others.

14. Pick-Up Expectations & Late Pick-Up Fees

Pick-up times may vary. Pre-approved late pick-ups are acceptable.

Late fees apply as follows:

$30 per half hour after one hour

$20 per 15 minutes after closing time

We may request early pick-up if a pet becomes stressed, unsettled, or has remained in the salon longer than 4 hours.

15. Health Conditions & Emergencies

Owners must disclose all medical, skin, or behavioural conditions.

Senior or high-risk pets are groomed at the owner’s risk. In the event of an emergency where contact cannot be made, veterinary care may be sought and all costs are the owner’s responsibility.

16. Safety, Risk & Rare Incident Policy

Grooming carries inherent risks, including minor nicks, irritation, or reactions related to behaviour, matting, or underlying conditions.

W.A.G.S is not liable for:

Normal grooming risks

Pet behaviour

Pre-existing or undisclosed conditions

In rare preventable cases, veterinary costs may be considered if:

A vet assessment occurs within 24 hours

Written notice, photos, and receipts are provided

All communication remains in writing

17. Insurance

W.A.G.S holds Public Liability Insurance for incidents that fall within our responsibility and occur despite reasonable care.

18. Photography & Social Media

Photos or videos may be taken for record-keeping or promotional use unless requested otherwise in writing.

19. Data Protection

Client information is handled in accordance with the Privacy Act 1988 (Cth).

20. Liability & Indemnity

All grooming services are undertaken at the owner’s risk. Liability is limited to re-supplying the service or refunding the amount paid.

You agree to indemnify W.A.G.S, its owners, and staff against claims arising from your pet’s behaviour, condition, or treatment.