1. Pet Disclosure (Health & Behaviour)

• Owners must honestly disclose all pre-existing medical conditions, allergies, injuries, surgeries, or health issues, especially if the pet is elderly or sick.
• Owners must disclose any behavioural traits (e.g., biting, aggression, nervousness, fear, unpredictability).
• Pets with severe matting, fleas, or ticks will incur additional charges and may require veterinary treatment.

2. Groomer’s Rights & Responsibilities

• We reserve the right to refuse or terminate a groom if the pet’s behaviour is unsafe for itself, staff, or others.
• Muzzles, restraints, or calming methods may be used if necessary for the safety of the pet and staff, which may result in additional fees.
• The groomer is not liable for health conditions or skin problems revealed or exacerbated by grooming.

3. Owner’s Liabilities & Fees

• Owners are responsible for all veterinary costs if their pet requires emergency treatment or causes injury/damage.
• If grooming is terminated due to behaviour, the owner remains liable for the full grooming fee.
• Quoted prices are subject to change after inspection of the pet, based on size, coat condition, and behaviour.

4. Payment & Invoicing

• Payment is due within 24 hours of service.
• Failure to pay within 24 hours will incur interest charges of 10% per day until paid.
• All outstanding fees must be cleared before future appointments are booked.

5. Cancellations & No-Shows

• A minimum of 24 hours’ notice is required for cancellations or rescheduling.
• Two “no call/no show” appointments will result in pre-payment required for all future bookings. Pre-payments are non-refundable and non-transferable.

6. Complaints & Disputes

• Any complaint must be raised within 48 hours of service, with supporting evidence (e.g., photos).
• Failure to do so will be deemed acceptance of the service as rendered.

7. Disclaimers

• Emergencies: In the event of an emergency, The Royal Pooch is authorised to seek immediate veterinary attention at the owner’s expense. All reasonable attempts will be made to contact the owner. Any veterinary bills arising from matting, age, aggression, temperament, pre-existing, or unforeseeable conditions remain the sole responsibility of the owner.
• Coat Condition: Severe matting increases the risk of clipper burn, cuts, or skin irritation. The groomer cannot be held responsible for such occurrences, though all precautions will be taken. Additional grooming time and matting fees will apply.
• Health: Grooming can be stressful. Owners must inform us of any heart conditions, stress-related issues, or other medical concerns. Pets must be up to date on all vaccinations prior to grooming.
• Behaviour: Owners must disclose any aggression, nervousness, or biting history. Failure to disclose may result in the owner being liable for medical fees, compensation for lost work, and property damage. Muzzling may be used where necessary, and in some cases can help calm the pet.

8. Marketing & Media

• Unless otherwise stated in writing, owners consent to photos and videos of pets being used for marketing purposes.