Dog Grooming Service

1. Booking & Scheduling

• All appointments for the trial grooming session must be booked in advance.
• Clients are required to provide the pet’s details, including breed, size, age, and any special grooming needs during the booking process.
• We recommend arriving 10–15 minutes prior to your appointment for check-in.

2. Pricing & Payment

• Additional services or upgrades requested during the appointment (such as SPA , Styling, etc.) may incur extra charges.
• De-shedding and De-matting Services: If your pet requires de-shedding or de-matting, additional charges will apply depending on the pet’s coat condition and the complexity of the service. The exact fee will be discussed and confirmed with you prior to the grooming session.

3. Cancellation & Rescheduling

• Clients must notify us at least 24 hours in advance if they need to cancel or reschedule their grooming appointment.
• Failure to cancel or reschedule within this time frame may result in a cancellation fee or loss of the first trial grooming discount.

4. Health & Safety

• Owners must ensure that their pet is up-to-date on vaccinations before the grooming session. We reserve the right to refuse service if vaccination records are not provided or if the pet appears unwell.
• Grooming may be refused if the pet exhibits aggressive behavior or shows signs of severe anxiety, injury, or health problems that may pose a risk during the grooming process.

5. Grooming Process

• We reserve the right to adjust grooming services if the pet’s behavior or health requires it. The safety and well-being of the pet is our top priority.
• Grooming may take longer than expected due to the pet’s temperament, behavior, or coat condition.

6. Liability

• While we take every precaution to ensure the safety and comfort of your pet, the groomer is not liable for any pre-existing conditions, reactions, or injuries that may occur during the grooming session.
• The groomer is not responsible for damages caused by aggressive behavior or any unforeseen complications during the grooming process.

7. Results & Satisfaction

• We aim to provide the best grooming experience possible. If you are dissatisfied with the results, please let us know immediately, and we will do our best to address any concerns.
• Any concerns or complaints must be reported within 24 hours of the grooming session.

8. Changes to Terms & Conditions

• We reserve the right to modify or update these terms and conditions at any time. Clients will be informed of any significant changes.

• Service was paid but not performed (e.g., cancelled by Petsmore).
• Incomplete or poor-quality grooming reviewed by branch manager or Head Groomer.
• Grooming-related injury confirmed by a licensed veterinarian within 48 hours. 

   

  Refunds will not apply to change of mind, dissatisfaction with styling preferences, issues arising from unreported pet behaviors or conditions, and late or no-shows. Cancellations within 24 hours may incur a penalty; no-shows or arrivals more than 15 minutes late without notice will forfeit the session. Grooming packages may be exchanged before the first session is used. If the new package is of higher value, the price difference must be paid. No refund will be issued for exchanges to packages of lower value. Partial refunds may be issued where only part of a package or service was affected. If a pet passes away or is certified medically unfit for grooming, Petsmore may provide a partial refund at its discretion.If approved, refunds will be processed as store credits within 14 working days from date of approval. The refund value will only be issued for the actual amount paid; any loyalty points or vouchers used toward the purchase will not be credited back to your account.