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 $50 rebooking fee will apply to accommodate your new booking. This fee must be paid before the new appointment is confirmed.

Cancellations made with less than 24 hours’ notice will incur a fee equal to 100% of the grooming service.

The full grooming fee will be charged to your card on file or if a deposit has been paid the deposit is 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.

Card on File Requirement

To secure and maintain a recurring grooming schedule, a valid debit or credit card must be kept on file at all times.

By enrolling in a recurring grooming schedule, the client authorises W.A.G.S to charge the card on file for any applicable cancellation fees, no-show fees, outstanding balances, or other charges outlined in these Terms and Conditions.

Failure to maintain a valid card on file may result in the cancellation of recurring bookings and removal from the recurring grooming schedule.

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 — $35

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 $35 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: +$25

15- 20 December: +$35

20- Onwards December: +$50

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. Crate Policy

At W.A.G.S, we strive to operate as a crate free salon wherever possible. However, to ensure the safety, comfort and wellbeing of all dogs in our care, secure crates may be used when required.

Crates may be used before or after grooming, during rest periods, while waiting for collection, if a dog arrives early or remains after their allocated collection time, or whenever it is in the best interests of the dog or the safe operation of the salon.

Dogs displaying aggressive, anxious, overly excitable or unsafe behaviour may be crated to ensure the safety of themselves, other dogs and our team.

All dogs are monitored throughout their stay, and fresh drinking water is always available.

14. Pick Up Expectations, Daycare & Late collection Fees

Pick-up times are provided to ensure the smooth operation of our salon and to maintain a calm, low-stress environment for all dogs.

Arrival Before Your Appointment

Dogs arriving more than 30 minutes prior to their scheduled appointment time may incur a daycare fee unless prior arrangements have been approved by W.A.G.S. This fee covers the additional supervision and care provided before your dog's grooming appointment begins.

Collection After Grooming

Once you have been notified that your dog's groom is complete, we ask that they are collected within one hour.

Dogs remaining in the salon for more than one hour after notification may incur a daycare fee unless prior arrangements have been approved by W.A.G.S. This fee covers the additional supervision and care provided while your dog remains in our salon.

Late Collection Fees

In addition to any applicable daycare fee, the following late collection fees apply:

• $30 per half hour after the first hour following notification that your dog is ready for collection.

• $30 per 15 minutes after business closing time.

Collection by Another Person

If someone other than the owner will be collecting your dog, it is the owner's responsibility to notify W.A.G.S prior to collection and provide the name and best contact number of the person collecting.

If no collection details have been provided, W.A.G.S will continue attempting to contact the owner using the contact details on file. W.A.G.S is not responsible for delays caused by incorrect, outdated or missing collection information, and any applicable daycare or late collection fees will still apply.

Early Collection Requests

For the comfort, wellbeing and safety of your pet, W.A.G.S reserves the right to request an earlier collection if your dog becomes stressed, unsettled, unwell, or has remained in the salon for an extended period.

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.

21. Non-Payment of Services

Payment is due in full upon completion of the grooming service unless otherwise agreed in writing.

Refusal to pay for services that have been completed, or attempts to leave the premises without payment, will be treated as a breach of these Terms and Conditions.

Where a valid card is held on file, the owner authorises W.A.G.S to charge the outstanding balance, including any applicable fees, to the card provided.

Where no card is held on file, an invoice will be issued and must be paid within 7 days.

W.A.G.S reserves the right to recover any unpaid amounts through debt recovery processes and may seek reimbursement for any reasonable costs incurred in recovering the debt.

Future bookings may be refused or cancelled until all outstanding balances have been paid in full.

22. Acceptance of terms

By making a booking, attending an appointment, or using any services provided by W.A.G.S Wellness & Grooming Sanctuary, you agree to be bound by these Terms & Conditions. Acceptance of these Terms & Conditions is not dependent on a physical signature and shall be deemed accepted upon booking or receiving services from W.A.G.S.