Policies & Safety

Appointments

• An appointment reminder SMS will be sent a day before your scheduled appointment. Please respond to this by close of business on the day you receive the SMS to prevent a cancellation fee. If you are unable to attend your appointment a courtesy text or call to our salon phone number is required.

• Same-day cancellations and no-shows incur a $25 fee. This fee is added to your client file and must be paid for in your next appointment. Once 3 x consecutive fees are incurred on your file you must prepay services for your next appointment.

• Any cancellations made after close of business the day before your appointment is considered a same-day cancellation and will incur a $25 fee.

Drop Off

• If you are running late, please advise us via phone call. If you are more than 15 minutes late without advising us your appointment may be cancelled and a $25 fee charged.

• Leaving your pet in the care of What the Pup Grooming Studio constitutes understanding and agreement to all salon policies and all future updated salon policies.

• The salon schedule is run deliberately by the appointment time we give you to assist us in safety and workflow. If you drop your pet off 30 minutes or more earlier than the scheduled time, an early drop off fee of $6 per half hour is charged and payable on pick up.

Pick Up

• Please allow at least 2 hours minimum for all grooming appointments. Grooming may take more time depending on the temperament, health and coat condition of your dog. You will be notified via text or phone call once your dog is ready to be picked up. We can not guarantee your dog’s services will be completed in the minimum timeframe originally allocated as working with live animals poses many risk and safety factors that can be extremely unpredictable.

• If you need to pick up your dog at a specific time, please advise us prior to dropping off your dog. We may be unable to accommodate your request as we work to our own schedule and we prioritise the health and safety of your dog. We will not rush their service and compromise safety and grooming quality to meet your needs. Please prioritise your dog's comfort and safety and plan around their appointment.

• Upon pick up please inspect your dog's groom and let us know if you would like any changes. We are happy to make changes to the groom within 24 hours after your appointment. Any changes after this will incur normal grooming fees.

• Your dog must be picked up within 2 hours after you have been notified that their groom has been completed. A late pick up fee of $10 at the start of the 2 hour period and an additional $5 for every half hour your dog is in the salon after the 2 hour period is charged upon pick up.

Grooming

• We reserve the right to modify hairstyle and price in accordance with coat condition as this is in the interest of your dog's welfare.

• We reserve the right to determine the continuation of grooming services based on the health and safety of both your pet and groomer and charge accordingly for services rendered.

• Style groom and tidy groom services require your dog's coat to be well maintained in order to provide these services. For cases with excessive matting and knots through the coat a full groom service will be provided.

• All grooms include a bath, blow dry, nail clip and ear clean. We cannot perform any styling or coat clipping unless we have bathed your dog due to excessive wear and tear on styling tools.

• If there are fleas found on your dog a flea treatment will be given at the owner's expense.

• All dogs must be up to date with their vaccinations and flea, tick, and worming treatments before entering the salon otherwise service may be refused.

• All puppies under 6 months old must have received their third C5 vaccination and have waited 10 days before entering the salon.

• Displayed prices are quotes only. Matting fee, de-matting fee, impacted undercoat fee and extra time fee may be added depending on your dog's coat condition.