June 7, 2023


Cancellation Policy

A reminder phone call will be issued the day before your appointment (except for Tuesday bookings, where the reminder call will be given on the preceding Saturday).

If you are unable to attend your appointment, please contact us within 24 hours. Failure to do so will result in a non-refundable cancellation fee of 50% of your appointment cost. We reserve the right to cancel any future appointments if you fail to show up for your appointment and do not notify us.

Filling and reorganising appointments on short notice can be difficult and time-consuming, so we kindly request that you respect our time and notify us as soon as possible.

Please inform us if you are running late to your appointment. If you are more than 15 minutes late and fail to notify us, we reserve the right to cancel the appointment. In such cases, we may need you to reschedule for the next available appointment.

We will notify you when your dog is ready, approximately 15 minutes before completing the groom. Please collect your dog as soon as possible. Pick-ups exceeding one hour after notice will incur a $16.50 day care charge in addition to the grooming cost.

Late pick-ups after our closing time of 5 pm on weekdays and 3 pm on Saturdays will incur a late fee.

Dangerous, Aggressive, or Reactive Dogs

For the safety of our staff, please inform us at the time of booking if your dog has any aggression or reactivity issues related to the grooming process, people, or other dogs. If your dog displays signs of aggression during the grooming session, we reserve the right to muzzle your dog, refuse service, or cancel the groom at any time. You will be charged accordingly.

As a busy grooming salon with day care dogs present, we request that you notify us at the time of booking if your dog has reactivity issues with other dogs. We can arrange an alternate entry point to ensure a safe environment for all.

Matted Dogs

If your dog has a matted coat and we believe it is in the best interest of the dog’s well-being, we may need to shave the coat completely or in the areas where matting is present. Matted fur is uncomfortable for the dog, and it is kinder to shave the affected areas and allow the coat to regrow. However, please note that shaving close to the skin carries an increased risk of cuts, grazes, and razor burn. We do not accept responsibility for any injuries that may occur as a result of matting removal.

Please inform us at the time of booking if your dog has a matted coat. Grooming appointments for matting require significantly more time than regular appointments, and we reserve the right to refuse grooming on the day if we do not have the capacity to accommodate the dog. Owners may be asked to reschedule for another time.

Removing matted fur may reveal various skin issues, such as hot spots, dead skin, inflamed skin, and haematomas (including aural haematomas of the ear). It is the owner’s responsibility to seek veterinary care at their own expense if such issues are discovered as a result of the matting.

Dematting is not included in the price of the groom, and you will be charged based on the severity and time required. We will provide you with an estimated cost at the time of drop off, but please note that this is only an estimate and subject to change.

When you utilise the services of Drools Dog Grooming and Day Care, you agree to the following terms:

As the owner of the dog(s), you release Drools Dog Grooming and Day Care from any liability associated with the grooming process and take full responsibility for any medical issues or injuries that may be exposed or occur during the clipping process.

Important Reminders:

– All dogs must be on a leash or in a carrier during drop-off.

– Please be considerate of our neighbors and clean up after your dog. If you don’t have a poop bag, we can provide one for you.

– Please ensure that your dog’s equipment, such as collars, leads, or harnesses, is secure when arriving and leaving our premises.