**The below policy is effective from 1st January 2025. To view our current term & conditions, please emailbek@groominglounge.co.nz

Thank you for choosing The Grooming Lounge & Daycare for your dog’s grooming needs. To ensure the smooth operation of our salon and the safety and well-being of all pets in our care, please review and acknowledge the following terms and conditions:

1. Cancellations, No Shows & Lateness:

• Cancellations or rescheduling with at least 24 hours notice will not incur charges if the space can be filled.
• Cancellations within 24 hours of the appointment will incur a fee of the full cost of the groom if the appointment cannot be filled. Notice must be given BEFORE 9am the day prior to the appointment
• No shows or lateness beyond 15 minutes may result in full appointment cancellation fees.
• Note: rescheduling for pre-booked schedules may not always be possible as we book a year in advance.
• Grooms on a VIP schedule cannot have alternate grooms cancelled without the above cancellation rules applying.

2. Matted Coats:

• Pets with matted coats may require additional grooming time and may incur extra fees.
• We prioritise your pet's comfort and may opt for shaving over de-matting to prevent stress. 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.

3. Dangerous or Aggressive Animals:

• We reserve the right to refuse or stop grooming services for stressed or aggressive pets.
• Clients will be charged for services rendered up until that point.

4. Fleas:

• Pets with fleas will receive a flea bath at the owner's expense, in addition to grooming fees.
• Rescheduling due to flea infestation may incur full grooming fees for missed appointments.
• An additional cost of may be charged for a flea bomb of the facility if needed.

5. Pricing & Groom Duration:

Prices are subject to change based on coat condition, weight and breed.

Grooming times may exceed 2 hours for specific cases, and clients will be informed accordingly.

A deposit of 50% is required for non-VIP clients i.e. not on a schedule.

A groom cannot be changed to a wash in the scheduled appointment.

6. Accidents:

• Although accidents are very rare, there is a risk when working with live animals. 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.

7. 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.

8. 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.

9. 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.

10. Daycare Add Ons:

• Grooming Daycare and Main Daycare options are available with additional charges.
• Vaccination requirements apply for daycare services.
• Dogs may stay one hour either side of their appointment with no charge

11. Photo & Video:

• We may use photos/videos of your pet for marketing purposes unless otherwise requested.
• Customers can opt-out of social media sharing but ID photos will be taken for internal use.

12. Extended Stay:

• Dogs not picked up by closing hours will incur overnight boarding fees.

13. VIP Perks:

• No deposit is required if dogs are on a VIP schedule