WOOOF grooming agreement

Fully vaccinated dogs only

For the safety of all dogs, WOOOF only accepts fully vaccinated dogs in the salon. 

Appointment times and late fees

Additional fees will be charged to cover the cost incurred by WOOOF for the following:

Late drop off
Please call ahead if you are running late and we will do our best to try and accommodate your dog, however on an extremely busy day, this will not be possible and your appointment may need to be rescheduled.

If we can still accommodate your dog, we may charge a late fee to cover the cost of additional staff required to make up the lost time in the salon (i.e we may need to put two people on your dog).

Late pick up
WOOOF calls or sends a text when your dog is ready for collection. We ask that you pick up on time to avoid your dog getting stressed, barking excessively and triggering other dogs in the salon. 

Please pre-arrange your late pick up so WOOOF can cater for your dog’s needs during this time.

Late drop off or pick up fee: $25

WOOOF does not provide daycare or long stay services.

We’ll provide you an estimated pick up time and contact you when your dog is ready to collect. If you have an emergency, please arrange an alternative pick up arrangement for your dog. 

Appointment confirmations and cancellations

Appointments will be confirmed via text and/or email but please mark your appointment in your personal diary.

To confirm or cancel an appointment please reply ‘Yes or ‘No’ to your text/email confirmation, send us an email or call the salon at least one day prior to your appointment.

WOOOF may on occasion be required to reschedule appointments due to unforeseen issues such as groomer availability, illness etc. 

Same-day cancellations and missed appointments

If you can’t make your appointment we urge you to arrange for someone else to drop your dog off to avoid the cancellation fee.

A 50% cancellation fee applies if you:

  • miss your appointment 

  • cancel within 24 hours of your appointment

  • run late and miss your appointment time

  • decide not to proceed due to your dog’s reluctance to come into the salon or a medical condition

Aggressive dogs/fees

To ensure the safety of all dogs and groomers, owners must advise WOOOF if their dog:

  • previously displayed aggression during grooming 

  • is ‘dog reactive’

  • is untrained or has behavioural issues 

  • requires a muzzle 

WOOOF may:

  • assign two groomers to ensure groomers/dog are both safe from injury

  • use a muzzle, collar or other restraints if your dog shows signs of pulling, rolling, jerking or is aggressive or poses a risk to groomers and other dogs

  • cease grooming if your dog bites, causes injury or puts groomers or other dogs’ safety at risk

  • advise if your dog is not suited to WOOOF’s grooming salon environment

A special handling fee will be charged if your dog requires more than one groomer to safely restrain them. 

Special handling fee: from $30

Dogs that are agitated, anxious or in pain

Anxiety or pain can cause dogs to behave unpredictably or aggressively, making it more difficult or slower to groom them.

Please advise WOOOF of all medical conditions, health concerns or if your dog has:

  • never been groomed before

  • a history of trauma or abuse

  • been sedated for the groom 

  • medical conditions that may cause discomfort or be exacerbated by grooming

  • been diagnosed with a neurological condition

  • previously experienced a difficult groom

  • anything else that could put groomers or other dogs at risk

WOOOF will make all attempts to complete the groom safely, but will cease the service and advise owners if your dog is:

  • extremely agitated and at risk of injuring itself

  • putting groomers or other dogs at risk

  • better suited to a quieter home salon or mobile grooming service
     

    Special handling fee: from $30

Accidental cuts and grazes

Dogs can behave unpredictably during grooming which poses a risk for accidental injury. 

WOOOF’s experienced groomers safely restrain dogs however they can still be startled easily and react without warning to salon noises, other dogs barking, or the motion of clippers or scissors near the body. 

If this occurs, WOOOF will apply vet-approved antiseptic cream and work with you to develop the best solution for the management of the cut or graze and aftercare. Or in the unlikely event recommend a visit to the Vet.

WOOOF will not agree to pay Vet bills unless discussed in advance.

Clipper sensitivity

Some dogs experience irritation from short clips.  Please advise WOOOF if your dog has any particular grooming sensitivities so we can modify the service.

Female dogs in season, pregnant or weaning

Please reschedule your appointment if your dog is in season, pregnant or weaning as it can not be groomed safely and can cause significant disruption to other dogs and the safety of staff. 

Fleas or ticks

Please reschedule your appointment if your dog has fleas or ticks as this can have devastating effects on WOOOF and its customers. To prevent an outbreak, dogs identified with fleas or ticks will be isolated and sent home immediately. WOOOF will charge a fee to cover a deep cleaning service required to minimise the risk of spread in the salon.

Highly anxious, senior or medically unfit dogs 

Some dogs are at greater risk of stress so please consider if your dog is suited to being in a busy grooming salon. WOOOF does not undertake ‘end of life’ grooms.

At the time of booking please advise if your dog:

  • is on anti-anxiety medication

  • is 12 months old + and never been groomed before

  • experiences separation anxiety (increased after holidays, returning to work etc)

  • is sensitivity to loud noises, other dogs and barking

  • is elderly or end of life

  • is deaf or blind and distressed in unfamiliar environments

  • incontinent or unable to stand up for long periods unsupported

WOOOF will:

  • review each dog’s suitability before and during the groom

  • assist your dog into the salon with encouragement, care and compassion as needed 

  • slow the groom down if required (which may extend groom times)

  • cease the groom if it’s in the best interests of the dog

  • charge additional handling fees as required

  • request owners collect their dog if the dog shows signs of stress

  • recommend seeing the Vet for anti-anxiety medication

Special handling fee: from $30

Sick dogs

Please reschedule your appointment if your dog is sick, has kennel cough, diarrhoea or has been vomiting in the days leading up to the groom. 

If your dog shows signs of illness during the groom WOOOF will:

  • stop the groom and request immediate collection if vomiting, diarrhoea or excessive urination 

  • isolate the dog from others in the salon

  • sterilise the baths, grooming tables and equipment

  • charge for the services completed plus a special handling and cleaning fee to deep clean the salon

Special handling fee: from $30

Non-desexed dogs

Please advise if your dog is not desexed so we can monitor behaviours between all dogs in the salon and keep all dogs safe. 

Recent surgery/open wounds

WOOOF is unable to safely groom dogs with open wounds, stitches or injuries so we ask that you reschedule your appointment.

Dematting knots 

Please advise at the time of booking if your dog has matting and knots. The way you can tell is if you can not run a stainless steel comb through the coat without hitting snags. 

Minor knots and matting can be brushed, scissored or clipped out. WOOOF will advise of the time/costs for this service on inspection of the coat.

Short shave

If your dog’s coat is deeply matted to the skin, for health reasons over aesthetic preferences, WOOOF will recommend shaving the coat off and will revise the time and costs required to undertake the service. This is quicker, more humane and less painful for your dog.

A matted coat risks:

  • Bacteria ‘hot spots’, fungus and mould due to trapped moisture and urine near the skin

  • Discomfort and stress 

  • Vet visits to repair the skin

You will be issued a ‘Short Clip Authorisation’ or asked to give authorisation over the phone. 

Short shave of double-coated dogs

WOOOF does not recommend shaving double-coated breeds unless a medical reason has been established and the owner’s Vet has recommended this. Please discuss this request at the time of booking so WOOOF can schedule the correct service for your dog and email you a ‘Short Clip Authorisation’ ahead of the groom.

Puppy program

The Puppy Program has been developed for fully vaccinated dogs under 4 months old.
The program is prepaid and has been discounted. As such, WOOOF can not vary the service or issue partial refunds.

‘No shows’ and missed appointments cost WOOOF in lost wages and products therefore the program will be voided, and a partial refund may be issued, minus the value of the complimentary gift.

Privacy and information collection

WOOOF will use a client’s information in the course of providing grooming services and send SMS and email appointment confirmations and general communications. This information will not be shared with any third parties other than the operator of our booking system. You may opt out of marketing messages at any time.

Code of conduct

WOOOF maintains a policy of mutual respect and has zero tolerance for poor behaviour towards its staff. Clients who have a disregard for this and abuse staff will be asked to collect their dog and will be declined future bookings.

Fee changes

Grooming fees are subject to periodic change and may influence your future bookings. WOOOF will communicate price changes to customers by email or SMS as they occur.

WOOOF +

  • Offer applies on ‘full grooms’ (e.g. Groodle, Cavoodle, Shi Tzu) or ‘tidy grooms’ (e.g. Border Collie, Pomeranian, Golden Retriever)

  • Payments are to be made one appointment in advance and are non-refundable if you cancel on the same day or don’t attend your booking

  • Clients may withdraw from the program at any time

  • Offer may be voided due to excessive missed appointments

Customer Agreement

I, (the customer) have read, understood and agreed to the terms and risks outlined above.

I grant permission for WOOOF to publish photos and videos of my dog/s on the Company’s promotional materials including social media. I agree to request an exemption if I do not agree to publishing images of my dog/s. 

I indemnify WOOOF, its owners, company and staff from any claims arising from damage to property, accidental injury, heart failure or death due to unknown/known health conditions, anxiety, stress and old age.