Cancellations, No Shows & Lateness

Cancellations, No Shows & Lateness can leave us unable to fill a spot and as a small business, this has a profound impact.

To Cancel or Reschedule An Appointment:

  • 48 hours given: No Charge Cancellation is within 48 hours of the appointment, the fee will be:
  • 1st appointment: 50% of the groom per dog if the appointment cannot be filled.
  • 2nd appointment: the full cost of the groom if the appointment cannot be filled.
  • 3rd appointment: the groom will need to be pre-paid. No shows and lateness where we can no longer accept the dog, (15 minutes or more), will incur the above fees. Fees will need to be paid in full BEFORE the next groom can be scheduled. We do not enjoy implementing this however it is necessary to keep our business operating.

Matted Coats

Pets with matted coats require extra attention as the coat grows very tight which can damage and tear skin providing a breeding ground for infections. We will not cause undue stress to your pet by de-matting matted coats and may require the pet to be shaved. After effects of mat removal can include itchiness, skin redness and self-inflicted irritations. You will be notified of any matting and a fee will apply to cover the extra time needed to remove the mats and to cover the cost of the maintenance of equipment.

Dangerous or Aggressive Animals – Refusal of Services

We have the right to refuse any services at any time. In the event that your pet is too stressed or becomes too stressed to groom, We have the right to refuse, stop or cancel services at any time before, during or after grooming. The Client will be charged for grooming services rendered up until that point.


If your pet has any fleas, they will be given a flea bath at your expense in addition to the base cost of the bath or groom. If you do not want them to receive one, you can reschedule your appointment after the problem has been resolved by you however a missed appointment will incur the full cost of the groom missed. 

Pricing & Groom Duration

Our pricing is based on standard breed size and of the coat being in good condition upon arrival. Prices may change due to this. Groom times are 2 hours however if the groom time will be longer than 2 hours, you will be notified. This is the case in cases of extreme matting, some double coats and Extra Large breeds.


Although accidents are very rare, there is a risk when working with live animals. Although we use extreme care in all situations, grooming equipment is sharp and possible accidents can occur (including but not limited to): cuts, nicks, scratches or quicking of the nails. In the event an accident does occur, you will be notified immediately.

Owner's Attendance

Due to the safety of your pet, Staff and yourself, owners are not permitted to be present during grooming. Pets lunging to get to you during grooming or who become very excited are harder to groom and greatly increase the risk of injury. 99% of pets settle well when the owner leaves.

Feeding & Treats

Due to the safety of your pet, Staff do not feed or give treats to dogs in our care for Grooming. Good behaviour is rewarding with a positive fuss and not treats of any kind.

Entire Males & Un-desexed Females

We accept both entire males and un-desexed females for grooming. Although we are a cage free facility and due to the safety of your pet,  Staff do not mix entire Males with Females (desexed or otherwise). We have sizeable pens in which your dog will have a comfortable space provided for their stay with us. 

Daycare Add Ons

We have two daycare options available to create flexibility for you around your appointment and other commitments.

1. GROOMING DAYCARE: If dogs are dropped off more than 1 hour BEFORE your appointment OR you pick up 1 hour AFTER confirmation that the appointment has been completed, there is a cost of $5 per dog. Dogs can relax in the lounge (couches, beds, toys) and are taken to the toilet outside. Proof of Vaccinations are required.

2. MAIN DAYCARE: Dogs are welcome to play in the main daycare provided they meet the standard required for play (Vaccinations, desexing etc). Standard Daycare Charges apply. Proof of Vaccinations are required.

Photo & Video

We reserve the right to use any photograph and/or video taken during the dog’s stay at The Grooming Lounge & Daycare, on social media, website and marketing without the expressed written permission.


A customer can request photograph/video are withheld from social media however ID photos will be taken for our internal management.

Extended Stay

Dogs who are not picked up before closing hours will incur overnight boarding, food and daycare fees.