Terms and Conditions of service
Cancellation Policy
If you require to cancel an existing booking, 48 hours' notice is required, via email to info@westsidewag.com.au
In the event that less than 48 notice is provided, you will be charged 50% of the initial quoted amount for the service that was booked, for each pet that was booked. No future bookings will be accepted until this charge has been paid.
This also applies to changing the date/time of a previously booked appointment, if within 48 hours of the previously booked appointment.
If an appointment is a no show, where a client does not attend a scheduled appointment without any prior notice, a no-show fee of 75% of the quoted amount will be charged, per pet.
Late Arrival/Pickup
In the event you are more than 15 minutes late to your appointment time, the appointment may be considered cancelled, and the cancellation charge will apply, in line with the above cancellation policy
At drop-off, we will endeavor to provide an estimate of the time required for grooming and an estimated collection time. Due to the unpredictable nature of grooming, such as coat condition, behaviour, handling etc., this may vary with no notice. We will message via text and/or Facebook messenger to inform when the pet is ready for collection. You agree to arrive within 30 mins of this notification. Later pickups will be charged $15 per 10 minutes. If the dog has known aggressive/noise levels, we require pickup to be within 15 minutes of notification, so as not to impede the comfort/safety of the next client, or neighbours.
Health and Safety
We require a copy of your pet's vaccination records (DHPP and Bordetella) which must be up to date and current (no more than 12 months since last administered)
Puppies may attend if they are 10 days post 2nd vaccination, and remain on schedule for their full course.
All pets must arrive and depart with a secure lead or enclosed carrier. We are located on a public street, so passing cars can be a risk to unrestrained animals.
We must be notified prior to arrival if your pet is displaying any signs of illness. If your pet arrives with signs of contagious illness, your pet may be refused entry/complete groom and you will be charged in accordance with our cancellation policy (above) and an additional minimum $15 fee, for subsequent deep cleaning/sanitizing of salon.
If fleas are found on your pet, we will give a one-off flea treatment bath at an additional minimum cost of $20 (dependant on dog size). This cost covers extra treatment and subsequent deep cleaning/sanitizing of salon
Pricing
At the time of booking, we will endeavor to provide an approximate quote for the expected cost of your pet’s service. Your pet’s size, coat length/style, coat condition (matting) , behaviour (extra handling, additional staff) etc may not be evident until the grooming process begins. Due to these factors and the total amount of time taken, the quoted price is subject to change without notice.
You may not be charged the same fee each visit based on your pet’s condition and/or behaviour at the time of that appointment, as we are working with animals this can vary with each visit which means charges may also vary.
Pet Behaviour
Grooming can sometimes be a stressful time for a pet, especially if they are not accustomed to the process. We endeavor to make every pet's time as comfortable and stress free as possible. Unfortunately, we cannot judge or guarantee how each individual will be receptive and manage each step in the process. As the pet's wellbeing is first and foremost, we will have to suspend grooming if the level of distress is too high. As this is in no fault of the groomer, we reserve the right to charge the base starting amount for the service booked.
You must inform us if your pet bites, has bitten before, is aggressive, unpredictable and/or has any other behavioural issues in any scenario, not limited to grooming. If the owner fails to notify us of any potential danger or behavioural issue, you will be liable for all medical fees, out of work compensation, as well as any property damage.
Matting
It is not uncommon to find pre-existing conditions such as hot spots, sores and other skin issues once the matted coat is removed. There is also a chance that your pet’s skin may become irritated from clipping so close to skin due to matting and could be accidentally cut in the process. The procedure takes extreme care and extra time, due to this there will be additional charges depending on the severity of the matting.
Accidents
Although accidents are very rare, there is always a risk when dealing with animals. Grooming equipment can be extremely sharp, and although caution and care are always followed, possible accidents can occur (including cuts, nicks, scratches, quicking of nails etc)
Any incident, no matter how small, will be communicated to the pet owner. If immediately necessary, we will transport your pet to the nearest available vet. Any veterinary bills resulting from but not limited to your pet being matted, elderly, aggressive or difficult temperament, or from a pre-existing or unforeseeable condition will be the sole responsibility of the owner.
Payment
You agree to pay the balance in full at the time of collection of your pet
We accept cash, bank transfer or card. All card transactions will incur a 1.9% processing fee