Salon & Grooming Policy
By booking and attending your appointment you agree to the following polies:
Appointments
- A reminder message of your appointment will be sent via SMS. We ask that you please respond to this by close of business on the day you receive it.
- We ask that any changes or cancellations be made 48 hours prior to your appointment to avoid a late cancellation fee, this then gives us time to fill that appointment.
- If you are running late, we ask that you please advise us via a phone call or message.
- The salon is run by appointment, if you are more than 15 minutes late this impacts the entire day. If we have not been advised, your appointment may be cancelled.
It is unfortunate to have to implement these policies, but due to the increasing amount of unconfirmed, no shows and late cancellation of appointments, I have been left with no alternative.
Pick Up
- Please do not return until you receive your pick up message. If we are still working on your dog and you return earlier than expected, your dog will be happy and excited to see you, this will make our job harder and more dangerous. If this does occur we will kindly ask you to leave the salon so the groom can be finished, this may result in extra time required to complete the groom.
- If arriving early to collect your dog, please phone ahead rather than just dropping in.
- If you need a certain pick up time, please advise us upon booking your appointment.
Health/ Medical Issues & Accidents
- Grooming can expose hidden medical conditions or exacerbate current ones, during or after the treatment. All veterinary care expenses will be covered by the animal’s owner.
- There is always risk when caring for animals; if an accident should occur while your pet is in our care you will be notified asap. If the accident is serious and you are uncontactable, Urban Pups Pet Styling will seek immediate veterinary care for your pet. All expenses are the responsibility of the pet’s owner.
Dangerous or Aggressive Pets
- In the event that your pet becomes too stressed, highly anxious or too dangerous to groom, we have the right to refuse service, stop grooming services or cancel grooming services at any time; clients will still be charged appropriately for work completed.
Grooming
- We reserve the right to modify your dog’s haircut and price in accordance with coat condition (which will be explained to you upon discussing your dogs groom) i.e.
- if it has been longer than 8 weeks between visits;
- if staff feel no brushing has been undertaken at home in between visits;
- if you dog is matted and staff feel it is cruel and painful for the dog to be groomed out;
- if you dog is matted and staff feel an injury may occur in the process of brushing/combing/dematting.
- Whilst we take all due care to ensure no injury occurs during your dog’s grooming visit, IF your dog does sustain an injury as a DIRECT result of the condition of your dog’s coat, we will not be held responsible.
- If staff notice fleas on your dog, a flea treatment will be given at your expense of an extra $10-$15 (unless previously stated otherwise by owner).
- If you are unhappy with your experience at Urban Pups Pet Styling we ask that you bring this to our attention and allow us the chance to resolve the issue. This is very important especially when lengths of coat are involved e.g. what is short to us may not be short to you, etc.
Pricing
- All prices, given over the phone or without having personally assessed your dog, are an estimate only and are subject to change at management’s discretion.
- Extra charges may apply due to excessive matting, extra time grooming or stylised trims.
- Extra charges may apply for flea treatments where needed.
- Grooming sessions may be charged at an hourly rate of $80 per hour. (You will be advised of this upon inspection of your dog).
The Salon
- Please bring your dog into the salon with a lead and collar/harness.
- Please ensure your dog has toileted before entering the salon (clean up fees may apply).
Thank you all for your continued support.
We look forward to seeing you all at your next appointments.
