THE PACK POLICIES

Your dog's health, happiness, and wellbeing are our top priority every step of the way while they're in our care. To help us to ensure this, please read these Terms and Conditions carefully before booking a grooming service with us. By using our services, you agree to the following terms.

1. Appointments and Cancellations

Appointments must be booked in advance. We are unable to accomodate walk ins.
A reminder message of your appointment will be sent via SMS one week prior to your scheduled time. We ask that you respond within 24 hours of receiving this message. Unconfirmed bookings may be cancelled.
If you need to cancel or reschedule, please provide at least 24 hours’ notice.
Cancellations with less than 24 hours' notice or no-shows will incur a cancellation fee of 50% of the grooming price quoted. This can be paid by bank transfer or added to your next grooming visit.
If you are running late on the day, we ask that you please advise us via SMS. If you are more than 15 minutes late, this will incur a fee of $25 (per dog).

2. Health and Safety

We prioritise the safety and wellbeing of all pets in our care. If possible, please bring your dog into the salon with a lead and collar/harness.
Please inform us of any medical conditions, allergies, or behavioural issues before your appointment.
We reserve the right to refuse service if your pet poses a health or safety risk.
Abuse, in any form, towards our team will not be tolerated and will result in refusal of service.

3. Grooming Process

We use professional techniques and equipment to ensure your dog’s comfort.
Matted coats may require shaving for the safety of the pet. Matted dogs may take longer than expected to groom and additional charges may apply ($25 per dog).
We aim to achieve your desired style but cannot guarantee exact results, particularly with severely matted or anxious dogs.
If our team notice fleas on your dog, a flea treatment will be given (unless previously stated otherwise by owner). This will incur an additional cost of $15 per dog.
If you are unhappy with your experience at The Palm Pack Grooming we ask that you bring this to our attention immediately and allow us the chance to resolve the issue. We take our service standards seriously and want to ensure both our canine and human customers have the best experience possible.

4. Behavioural Issues and Aggressive Dogs

We do not groom aggressive or severely anxious dogs without prior consultation.
You agree to inform us prior to any grooming session if your dog has ever shown signs of aggression, including any specific triggers that may cause them to react that way. This helps us keep your pet, our team, and other dogs safe and comfortable.
We make it our mission to ensure your dog enjoys the grooming process and may employ alternative strategies or modify our process to alleviate unnecessary stress.
If the groom takes longer than the originally allocated time due to poor behaviour, additional charges may apply ($20 per 15 minutes).
If a dog shows signs of severe stress or aggression, we may stop the grooming session and contact the owner.
Full or partial fees may still apply in these circumstances.

5. Late Pick-Up Policy

We will agree on an indicative pick up time when your dog arrives for its appointment. If we are still completing your dog’s service when you arrive, we ask that you wait outside so the groom can be finished promptly.
You will receive an SMS notifying you when your dog’s groom is complete. Dogs must be collected within 30 minutes of this notification.
A late fee of $25 per dog may be charged for dogs not collected within this time frame, unless prior arrangements are made.
If you require a certain pick up time, please advise us upon booking your appointment.
Alternatively, discuss with us at the time of your booking our secure drop-off service option. This is offered to locals in the Redlands area for a fee of $25 per dog. Specific requirements and instructions will be discussed at the time of your booking. If this service is arranged, we will require payment for the quoted service price plus the drop-off fee when your dog arrives for their appointment.

6. Liability

While we take the utmost care, we are not liable for pre-existing conditions or any injuries that may arise due to undisclosed health issues or matting.
Owners are responsible for any damage their pet causes to the premises or staff.
In the event of an emergency, all reasonable attempts will be made to contact you. Should these prove unsuccessful, you authorise us to immediately seek professional veterinarian attention for your pet at your expense.

7. Photographs and Social Media

We may take photos of your dog before or after grooming to share on our social media or website.
Please inform us in advance if you do not wish for your dog’s photo to be used.

8. Pricing/Payment

Payment is due in full at the time of service.
We accept cash, credit and debit cards.
All prices given over the phone or without having personally assessed your dog are an estimate only and are subject to change if your requests or your dog’s service requirements differ from what was initially discussed.

9. Customer Details

We are committed to protecting your privacy and ensuring the security of any personal information you provide to us in accordance with the Australian Privacy Principles as outlined in the Privacy Act 1988 (Cth).
We collect and store personal information such as your name, contact details, and details about your pet for the purpose of providing grooming services, managing appointments, and ensuring the safety and wellbeing of all animals in our care.
All personal information is stored securely and is only accessed by authorised staff. We do not share your information with third parties unless required by law or with your consent.
You have the right to access and update your personal information at any time. If you would like to do so, or if you have any questions or concerns about how your information is handled, please contact us.

10. Agreement

By booking an appointment, you acknowledge that you have read, understood, and agree to these Terms and Conditions.

We thank you for your cooperation and look forward to welcoming you to The Pack.

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